We booked for 4 nights with friends on the recommendation of our travel agent. On arrival reception were unable to find our booking and eventually contacted the duty manager who arrived and walked off with our details without acknowledging us. I had to ask him if there was a problem at which point he stated that our booking had been cancelled and we should wait for a resolution. We sat in the lounge area with a complementary tea and coffee and waited. After 40 minutes I returned from the restroom to find the manager talking to friends on the other side of the room and had to walk over to ask him if there was a room for us. He was extremely diffident and couldn't explain what had happened but said he had found a room for us. I asked for reasons and he stated that we were lucky to have a room! We had paid for an upgraded Ocean view suite and the views were stunning. The room was stuffy and dark. Throughout the 4 nights we had a fan as the room was so hot it was impossible to sleep or relax in the space. We asked for an extra fan and were told to open our window which had a mosquito screen - however this was not fixed and so was useless, we were bitten overnight and therefore closed the windows. Our room was not cleaned for 3 of the 4 days. We repeated followed this up and were told they were short staffed. I complained to the senior manager about the attitude of the staff upon our arrival - at no point was there an apology. On our last morning we asked for compensation for lack of cleaning were told that we would have to talk to the manager who was in meetings all morning, therefore we couldn't talk to her as we were checking out and travelling to our next location. The blatant disregard for unhappy guests was frankly shocking. We travelled west coast Canada for over 3 weeks and had excellent service except for this resort which was one of the most expensive. The complaints remain unresolved, sadly I would not recommend staying here. Read less

My wife and I held our wedding here. We visited (but did not stay) at the resort about a year before hosting our wedding. We were blown away by the location, which is beautiful, and this is the only reason this resort gets a second star. We toured the resort and the amenities appeared to be top end. We knew there would be a price tag to hosting our event at a hotel which is clearly designed to be a luxury resort. At the time, we thought everything checked out so we went ahead with our plan to host our wedding here. Pretty much from the day we signed our wedding contract we had all kinds of problems here: 1. Our guest were to receive a specific rate on their rooms. As they booked, the rates often were more expensive from what was stated in our contract, and they appeared to have no record of our wedding rate in thier booking system. On more than one occasion, my wife or myself had to call the resort to correct rates. 2. This hotel is clearly having staffing issues and under poor management. We had 4 different wedding coordinators work with us during the year leading up to the wedding, with each change being the result of someone leaving the resort. The final wedding coordinator we worked with emailed us about 3 weeks before our wedding telling us she had no record of anything we had discussed with the previous 3 staff members we worked with. On the weekend of our wedding we heard rumblings around town of how poorly the resort is being run, and of staff members having left due to disputes over pay and other issues. 3. My wife and I arrived at the hotel the day before our wedding at 10:30 am. We did not expect to check-in this early but did start to set up the ballroom for our reception the next day. We had a rehearsal planned for this evening at 4pm. We were told we could not have the rehearsal until later in the day at 6 pm due to a staff member having a doctors appointment. As the day went along, we checked multiple times to see if we could get into our room but were unable to. Come 4:00 pm (check-in time) we had still not been put in our our room and a large number of our guests were also unable to check-in. My wife and I had to get ready for our rehersal at 6 pm and were not able to get into our room until almost 5:30. Many of our wedding guests had the same issue. When talking to the desk a number of excuses were made, but it was clear they were severely understaffed. 3. Cleanliness at the resort was below expectation for a resort of this level and price. Our room had coffee grounds on the floor of the kitchen area upon arrival, and the room was tidy, but definitely not clean. The coffee tables in the room had enough dust on them that you could draw on them, the deck was covered in bird feces, and it was clear nothing more than a surface clean is being done on a daily basis. On the first night we dropped a bottle of ginger beer on kitchen floor. We cleaned it up but the floor was still sticky. When we requested the cleaning staff to mop the floor the following day, we were given the response, “My manager tells me I am only to mop the floor every second day.” Eventually, we did get the room mopped. On the final day of our stay, I had to go down to the complain to the night manager once again as our room was not properly cleaned by the staff (floor not vacuumed/swept, furniture on the deck was not returned to the proper location, counters not wiped, etc). The night manager mentioned the hotel had been having staffing issues, and promised to have someone sent up to clean our room. I also asked him to have the main hotel manager contact me. That evening they did send a man up who did clean the room appropriately, but I did not ever hear from the hotel manager. These problems were not exclusive to our room, as we heard from a large number of our friends staying at the hotel who had similar issues. We were extremely disappointed our guests had to deal with this given the price everyone was paying to stay at the resort. 4. The services at the resort were well below what you would expect for an establishment charging this price. We arrived to find that the resort offers no room service, and that there are big gaps during the day where the restaurant and lounge at the hotel are both closed. We had breakfast at the restaurant each day we were there, and often our guests had challenges as the restaurant was often operating with only one server. We felt sorry for this person as they were clearly unable to keep up with the number of people coming to the restaurant, many of whom were our wedding guests. The restaurant was only at about half capacity for the number of seats, but was really struggling to keep up. A lot of people ended up leaving due to long wait times. 5. Upon check-out, I reviewed our room bill and noticed a number of errors. The resort had charged us a rate of $489/night when our contract stated it should be $439. They also had not credited us for a one night room deposit which we had paid back when we signed our wedding contract. We spoke to the desk and after about 30 minutes were able to get about $800 worth of overcharges off our bill. We thought that the issue was remedied at this point, but then the next day the hotel charged another $500 to my wife’s credit card which we had not authorized. We called to complain about this and eventually were refunded, but it took about a week for the refund to appear on my wife’s credit card statement. 6. Our wedding event itself went reasonably well. Bridgette, our final wedding coordinator, did do a good job of picking up the pieces and pulling the event together. Our only issue was that we ordered and paid for a buffet meal for our guests that was supposed to include New York Striploin steaks. Instead of steaks, we were served roast beef. It was very well cooked roast beef that was very good, but it was definitely not striploin steak, which we are very familiar with as my wife’s family is in the restaurant industry. We did not mention this to resort, as to be honest at this point we were extremely frustrated with everything that had happened there and did not want to spend our wedding night consumed with another issue. There were a few positives which I feel are only fair to mention: 1. The hotel did give us some room discounts on our first and third nights due to not being able to get into our room on time and cleanliness issues 2. The location is spectacular and the building itself is beautiful. You cannot beat the views from the patios. The wine cellar is an incredile room. 3. Bridgette, our final wedding coordinator, did work to make sure our wedding itself went off as well as possible. 4. Most of our meals at the resort were of good quality. Overall, we were extremely disappointed with this resort. It has a ton of potential, and could be one of the best hotel properties in the province with some improved staffing and management. My wife and I were both hoping this would be a place that we could return to in the future to celebrate anniversaries etc, but at this point I think it is unlikely we will stay here again. The service is poor and it is extremely overpriced for the service you receive. We had a number of successful people attend our wedding, and the resort lost a major opportunity to gain repeat business, as most of our guest commented on negative experiences and that they would not return. Read less

This place has very mixed reviews and our experience mimics them. It looks great but the same complaints are regularly heard at the reception desk and on review websites. The staff are indifferent and often rude. They do not understand what customer service means and that sometime you need to apologize. On arrival the staff had a diffident attitude not very welcoming. At the same time a couple found that there was a problem with their booking, they had confirmation but the hotel did not. The manager sorted it but only after chatting to his friend for many minutes rather than dealing with the issue - no apology was offered. The rooms were good but on more than one occasions rooms were not made up due to lack of staff and again no apology. The kitchenette are awkward to use and there are no instructions on how to use the coffee machine etc. There are pull out drawers under the bed but we found these by accident and there are very stiff. Some rooms overheat continually and no solutions are offered. The food is OK but there is much better value in town. This is meant to be the top place to stay in Ukee but is is very expensive and not good enough for the price one pays Read less

In light of the recent run of ‘not great reviews’ for the Black Rock maybe we were ‘really lucky’ with our stay - we had a great 4 day (3 night) stay. Ucluelet is a ‘land spit’ projecting into the sea - so there is ‘coastline’ on both sides of the main road - which we found a tad confusing and ended up asking a local resident for directions. The Resort is directly against the sea - main building on the cliff edge - with the car park and shrubs adjacent to the road - so somewhat ‘hidden’. Upside is this makes the resort very quiet with no traffic noise. Reception and check-in was reasonably ‘swift’ - but there are no door staff to assist with the baggage - so be prepared to unload at the door and then re-park (incidentally a big car park so no shortage of spaces). Our room was on the 2nd floor in the main building - ‘side view to bay/sea with balcony and seating’ - so very pleasant to use early morning and early evening. Which was great because there is little by way of ‘public seating areas’ in the hotel - apart from bar and restaurant. The room had a small kitchen - and a massive bathroom. The bedroom was a good size - with settee, chairs, and a fire place! Some noise carried into the room (from adjacent rooms - and room above) and from the corridor when people were arriving/leaving. This would be a problem if other guests were disrespectful of their neighbours. The room cleaning was to a ‘good standard’ but occurred quite late in the afternoon - which was a minor irritation as you risked being ‘marooned’ on the balcony for almost 30 minutes whilst cleaning was in progress. We took breakfast in The Fetch Restaurant on each of our 3 mornings - beautiful views and really nice food which was freshly cooked to order - and probably the best value breakfasts we experienced during our 3+ weeks vacation in Canada. We also took 2 evening meals in The Fetch (we booked but only with a couple of hours notice) - these meals were good but, with the limited menu, we went to The Pluvio for our 3rd evening. The Pluvio served the nicer meal but was significantly more expensive than The Fetch. However - the staff in The Fetch were by far the friendlier and more efficient. The coastal footpath (public) runs through the resort - which makes for enjoyable walks for several miles direct from reception. We felt the main building was better than the ‘chalets around the car park’ so we would return/recommend on that basis. Read less