The Whistler community and the resort — all of its businesses — make such a huge effort to excel in customer service. By and large the staff here are second to none in terms of how they interact with guests. My husband was commenting on it very positively until earlier this week when there was a significant stuff up.
There seems to be a gap in recovering from errors. We booked first thing one morning through What to do Whistler to do a Zip Trek Treetops Tour, only to rock up at the 11:30 a.m. appointed time to be advised that the agent forgot to submit the booking till it was too late to get the guide. We were forced to either forego the tour or go in the afternoon stuffing up our whole day's plans.
I was so angry I wanted to just skip it, but the four of us wanted to go, so we did. Zip Trek explained it was the agent's error — apparently they get commissions for bookings? We found we had missed a phone call at 11:15 a.m. in our room — maybe the agent wanting to warn of us his error? But there was no apology. That agent had our contact details and could have rung to at least apologize, if not offer a discount on another activity.
We will not book through that service again and we suggest others might be better off going to the direct providers of the service. Errors happen, but responsibility needs to be taken and acknowledged. An opportunity for some more training perhaps? We bring friends and family almost every year and we will certainly not ever again be booking through What to do Whistler.