Frequently Asked Questions

Welcome to Whistler Platinum. Booking a vacation rental can come with many questions and we are here to help! The following list of frequently asked questions over the years will help you with booking your vacation with us. If you don’t find the answer to the question you have, please don’t hesitate to call us at 1.877.932.1777 or email us at wpservice@whistlerplatinum.com. A Whistler based customer service agent is standing by and ready to help.

Before you book

  1. Where is Whistler?
  2. Where is the closest airport?
  3. Can you explain the different locations in Whistler?
  4. Can I have a Wedding, Bachelor, Bachelorette Party at one of the properties?
  5. Can I bring my pet?
  6. What is a King Split Bed?
  7. What is a Tri-Bunk Bed?
  8. Are the bathrooms stocked with towels and a hair dryer?
  9. Is the kitchen stocked?
  10. Will my accommodation have a washer and dryer?
  11. Will my accommodation have wireless internet access, TV, TV cable or satellite service?
  12. Does my accommodation have air conditioning?
  13. Are daily cleaning services included?
  14. I am bringing a very expensive bike, can I store my bike in the home?

How to book

  1. How do I make a reservation?
  2. What is the minimum age requirement to make a reservation?
  3. What forms of payment do you accept?
  4. When are payments due? What is the cancellation policy?
  5. Do you charge a security deposit and when is it due?
  6. What is a credit card pre-authorization?
  7. When does the pre-authorization get released from the credit card?
  8. Is booking online through whistlerplatinum.com secure?
  9. Why should I book with Whistler Platinum?

After booking

  1. Where do I check in?
  2. What if I am arriving late?
  3. Does the kitchen come stocked with any food items?
  4. Does the bathroom come stocked with any items?
  5. Is there parking at my vacation rental?
  6. Do I have to park in the assigned stall?
  7. We have 2 or more cars, where can I park these?
  8. Is there any overheight parking?

Other

  1. Do you supply baby equipment?
  2. Can you help me book activities?
  3. Can you help me reserve a rental car?
  4. Can I add lift tickets after I make my reservation?
  5. What time do you recommend to book a shuttle to and from Whistler?
  6. Is there a local grocery store?
  7. What if something happens while I’m in-house? Who can I call?
  8. Is the hot tub cleaned before I arrive?
  9. Can I mail/post something to the property so it arrives ahead of time?
  10. Any more questions?

BEFORE YOU BOOK

Where is Whistler?

Whistler is located in the Coast Mountain Range, 120 km north of Vancouver, British Columbia on the west coast of Canada. The drive from Vancouver to Whistler is about 2.5 hours along the scenic Sea to Sky Highway.

Where is the closest airport?

Vancouver International Airport (YVR) handles domestic and international flights and is located a scenic 2.5 hour drive south of Whistler. The South Terminal of Vancouver Airport handles private aircraft. Transportation to the resort is available by shuttle bus, limousine, SUV, and helicopter (weather dependent). During the summer months, regular and charter float plane services are available.

Can you explain the different locations in Whistler?

Whistler Village – Whistler Village accommodations are literally steps from both Whistler and Blackcomb gondolas, meaning you can walk out your front door or lobby and be on the slopes in minutes. You’ll also enjoy the convenience of having all of Whistler Village’s shops, services, and restaurants right at your doorstep.

Village North – Village North offers the perfect blend of convenience and seclusion. It is centered around a marketplace (IGA Marketplace) complete with a supermarket, while remaining within easy walking distance of the main Village and both the Whistler and Blackcomb gondolas.

Upper Village (Benchlands) – Located at the base of Blackcomb Mountain, the Upper Village offers alpine seclusion while still being just steps from the hustle and bustle of Whistler Village. Set amidst towering pines, these lodging options will have you on the slopes (or the first tee of the Chateau Whistler Golf Course) in minutes. The Upper Village is a great option for families offering easy ski-in/ski-out access and a free shuttle to and from the Village.

Creekside – Whistler’s original base area for the ski hill, Creekside is located a 5-minutes drive south from Whistler Village. The Creekside gondola offers easy and convenient ski-in/ski-out access to Whistler Mountain.

Taluswood is a mountainside development on the slopes of Whistler Creekside and is comprised of 5 neighbourhoods: Taluswood (Phase 1), Taluswood – The Bluffs, Taluswood – The Heights, Taluswood – The Lookout and Taluswood – The Ridge. Taluswood offers the highest on mountain living in the Whistler Valley with southern exposure and scenic views.

Kadenwood is a luxurious private community of 5-star homes located high on Whistler Mountain. Properties feature stunning scenic views and have access to their own private gondola.

Blueberry Hill – The homes in the prestigious Blueberry Hills neighbourhood all feature gorgeous Whistler inspired architecture and stunning views of Whistler & Blackcomb, as well as all of the Arnold Palmer designed Whistler Golf Course. Homes are approximately a 7-minute drive to the main Whistler Village.

Nicklaus North – Nicklaus North is situated on the south end of Green Lake about a 7-minute drive north of Whistler Village. The neighbourhood is centred around the Jack Nicklaus-designed golf course, with many homes backing directly onto the fairways and feature panoramic lake and mountain views.

Can I have a Wedding, Bachelor, Bachelorette Party at one of the properties?

The properties we manage are located primarily in residential areas, for this reason we do not allow their use for weddings, receptions, stag parties or reunions. The maximum number of guests allowed at a property is indicated on the property page. This policy is in place for the benefit of the surrounding neighbourhood, to minimize wear and tear, and because of parking limitations.

Can I bring my pet?

Pets are only permitted in designated pet-friendly properties and additional cleaning fees will apply. The following hotels also accept pets; Four Seasons Resort Whistler, The Fairmont Chateau Whistler, Westin Resort & Spa, Hilton Whistler Resort & Spa, Pan Pacific Whistler Village Centre and Summit Lodge & Spa.

Whistler Platinum understands that your pets are dear to you; however, when booking a non-pet-friendly accommodation we request that you leave your pets at home as they will be refused entry to a non-designated pet-friendly property. A $500 fine is charged to guests for pets or evidence of pets found in units not designated as pet-friendly.

What is a King Split Bed?

A king split bed offers the option for a bedroom to be made up as one regular king sized bed with a special and comfortable mattress topper or the option of having the room set up as two twin beds.

What is a Tri-Bunk Bed?

A tri-bunk bed consists of a double bed on the bottom and a single bunk on top.

Are the bathrooms stocked with towels and a hair dryer?

Yes.

Is the kitchen stocked with crockery, pots and pans, coffee maker, blender, toaster and microwave?

Yes.

Will my accommodation have a washer and dryer?

Yes. All of our vacation rentals offer either in-suite laundry or shared laundry in the building.

Will my accommodation have wireless internet access, TV, TV cable or satellite service?

All of our accommodations have these amenities. However, not all homes feature additional TVs in the bedrooms. If this is important to you please let us know at the time of booking so that we may confirm for you that your accommodation has the amenities you desire.

Does my accommodation have air conditioning?

Most homes and condos in Whistler, including the majority of our accommodations, do not have air conditioning. If air conditioning is important to you, please make sure to ask us about units that do come equipped with air condition at the time of booking.

Are daily cleaning services included?

No, daily cleaning services are not included. Your property will be fully cleaned and prepared for your arrival with fresh sheets, towels and amenities. For guests staying eight (8) nights or longer a complimentary mid stay clean and linen change will be scheduled. Laundry facilities are available at all properties either in-suite or in the building. If you would like to pay for any additional cleaning during your stay, please contact us and we’ll do our best to arrange this.

I am bringing a very expensive bike, can I store my bike in the home?

We do not allow bikes inside any of our homes but we understand how important your bike is and that secure bike storage is a primary concern when choosing accommodation. Please refer to our selection of bike friendly accommodation, many of which are close to Whistler Blackcomb’s Bike Park and offer private single or double garages where you can securely store your bike(s).

HOW TO BOOK

How do I make a reservation?

You may book your vacation rental directly on our website or call (1-877-932-1777) or email (wpservice@whistlerplatinum.com) us with your dates and preferences. We are happy to learn what is important to you and to suggest accommodations with those features. We will need to know how many adults and children are in your party as well as your contact information (mailing address, home/cell phone numbers and email address) to complete your reservation.

What is the minimum age requirement to make a reservation?

No guest younger than 30 years of age on the day of check-in will be permitted to rent or occupy a vacation rental of 4+ bedrooms unless accompanied in the same property by a parent or guardian. This age requirement is reduced to 25 years of age for 1, 2, and 3 bedroom properties.

Warning, guests that do not meet the minimum age policy will be denied check-in or will be required to vacate a rented property. No refunds or other compensation shall be due from the management company to anyone as a result of the denial of occupancy to an underage guest or other accompanying guests. Whistler Platinum reserves the right to ask for proof of age.

What forms of payment do you accept?

We accept payment by Visa, MasterCard, American Express and Wire Transfer.

When are payments due? What is the cancellation policy?

At the time of booking, a non-refundable deposit of 30% of rent plus tax is required to complete your reservation. The final rental payment will then be billed automatically to the credit card on file on the date the full payment is due unless you make alternative payment arrangements. The final rental payment date varies by season.

  • Summer Season – May 1 to October 31
    The balance of your stay is automatically charged 30 days prior to arrival. For bookings made within 30 days of arrival, the full amount will be charged at the time of booking and is non-refundable.
  • Winter Season – November 1 to April 30
    The balance of your stay is automatically charged 60 days prior to arrival. For bookings made within 60 days of arrival, the full amount will be charged at the time of booking and is non-refundable.

Do you charge a security deposit and when is it due?

A security deposit is required at check-in. The security deposit will be held by way of a pre-authorization on a valid credit card. Guest (s) will either be required to sign a credit card authorization slip for the amount of the security deposit or enter their PIN for CHIP enabled credit cards. Cheques and cash will not be accepted. The Manager may capture part or all of the security deposit to cover costs for excess cleaning, property damage, missing inventory, and noise violation fines imposed by strata or the municipality. The amount of your deposit varies depending on the property reserved:

Studio and One Bedroom Suites $500
Two Bedroom Suites $1,000
Three Bedroom Suites $1,500
Three Bedroom Den and Four Bedroom Suites $2,000
Five and Six Bedroom Suites $2,500
Kadenwood Homes $5,000

What is a credit card pre-authorization?

A pre-authorization is a temporary hold of a specific amount of the available balance on a credit card. The pre-authorization is not a charge.

When does the pre-authorization get released from the credit card?

This depends on your individual credit card company, but typically the pre-authorization will be released within 7 to 10 days.

Is booking online through whistlerplatinum.com secure?

We use GeoTrust SSL Certificates to offer secure communications by encrypting all data to and from our site. The GeoTrust Trusted Site Seal is a visible, real-time assurance that our site is protected by one of the most trusted digital certificate providers on the Web.

Why should I book with Whistler Platinum?

Our staff work, live and play in Whistler every day. We pride ourselves on the quality and knowledge of our team, the breadth of our product, our attention to detail and above all our unrivalled service. We’re on hand to help you 7 days a week, 365 days a year. With Whistler Platinum, you can be sure this will be your best Whistler vacation yet.

AFTER BOOKING

Where do I check in?

Woodrun Lodge
4910 Spearhead Place
Whistler, British Columbia
Front Desk Number (on Arrival Date): 1.604.935.1041

Front Desk Hours 2016-2017
April 18-June 12: 9:00am – 7:00pm
June 13-Sept 18: 8:00am – 10:00pm
Sept 19-Nov 20: 9:00am – 7:00pm
Nov 21-April 23 (2017): 7:00am – 11:00pm

What if I am arriving late?

For after hour check-ins and once you arrive into Whistler, at the first set of traffic lights past the Welcome to Whistler Sign, please call Sea to Sky security at 1.604.905.9909 to alert them of your imminent arrival. From there, please proceed to the Woodrun Lodge where the security agent will meet you to complete your check-in.

Does the kitchen come stocked with any food items?

We only supply salt and pepper. So when grocery shopping for your stay, don’t forget things like:

  • spices
  • condiments
  • food wrapping (saran wrap, tin foil)
  • coffee and tea
  • coffee filters
  • olive oil

For our Guests’ convenience, Whistler Platinum provides a ‘starter’ supply of dish soap, dishwasher detergent, laundry detergent, toilet paper, paper towels and garbage bags.

Please visit our Whistler’s Local Grocery and Liquor Store web page for more information and to pre-order your groceries online.

Does the bathroom come stocked with any items?

For your convenience, Whistler Platinum provides a ‘starter’ supply of travel size shampoo, conditioner and bar soap, and towels.

Is there parking at my vacation rental?

All of our vacation rentals have at least one assigned complimentary parking spot; except for our units in Le Chamois, The Glacier Lodge and any Whistler Hotel where the cost of parking is an extra charge. This cost can range from $15 – $35 per night. Payment is required on site.

Do I have to park in the assigned stall?

Please ensure that you are parked in the correct stall assigned to your unit. Parking elsewhere may lead to your car being towed at your own expense. All complexes are privately owned and managed and we cannot guarantee that your car will not be towed if parking procedures are not followed. If someone has incorrectly occupied your assigned stall, please use a VISITOR stall and contact our office immediately.

We have 2 or more cars, where can I park these?

Some homes offer additional guest parking in designated spots. For those that do not:

Village Day Lots Winter
No overnight parking is permitted in the Village Day Lots November 1 to March 31 to allow for snow clearing and maintenance.

Village Day Lots Summer
Village Day Lots 4 and 5 are free for a maximum of 72 hours.

Village Day Lots 1, 2 and 3

  • $8 per day
  • $2 per hour
  • FREE after 5pm
  • 10X day rate pack – $65
  • 30 Day Pass – $30

All Whistler Hotels offer paid parking options year round.

Advanced Pay Parking: There are also a number of paid parking alternatives in Whistler Village that offer convenient access and they are heated/covered. For more information please visit Advance Net Parking.

Overheight Parking
Most homes will only accommodate vehicles under 6’8″ but there is overheight parking available at Town Plaza up to 12’2″ at a rate of $30 per day or in the Village Day Lots in the summer.

Is there any overheight parking?

Most homes will only accommodate vehicles under 6’8″ but there is overheight parking available at Town Plaza up to 12’2″ at a rate of $30 per day or in the Village Day Lots in the summer.

OTHER

Do you supply baby equipment?

We are pleased to rent these items for your stay (baby gate, high chair or portable crib). Just call (1-877-932-1777) or email (wpservice@whistlerplatinum.com) our vacation planning team.

Can you help me book activities?

Yes, we will be delighted to assist you with booking any activities you would like to do while in Whistler. Whistler Platinum offers a complimentary full-service concierge service with our vacation rentals and we can help with almost anything during your stay in Whistler.

Can you help me reserve a rental car?

Yes, we will be delighted to assist you with a car rental reservation. Please let us know your arrival and departure dates and times and what size or style of car you would like to reserve. We will send you an email with a quoted cost for you to approve.

Can I add lift tickets after I make my reservation?

Yes, we will be delighted to assist you with booking your lift tickets after you have booked your accommodation. Please call (1-877-932-1777) or email (wpservice@whistlerplatinum.com) us to let us know the name of the ticket holder, the type of ticket (adult, senior, youth, child, tot), the number of days of the ticket and the start date of the ticket.

Example: John Smith, Adult, 4 of 5 Day Ticket starting December 2.

What time do you recommend to book a shuttle to and from Whistler?

We recommend booking the shuttle to Whistler approximately 1 hour after your flight lands to allow for customs and baggage. We recommend booking your return shuttle to YVR from Whistler, 5 hours prior to your flight’s scheduled departure.

Is there a local grocery store?

Whistler Platinum has partnered with Nesters Market – Where the Locals Shop! to make grocery shopping easy. Place your grocery order online and have them delivered right to your vacation home – ready and waiting for your arrival. Please visit our Whistler’s Local Grocery and Liquor Store web page for more information and to pre-order your groceries online.

What if something happens while I’m in-house? Who can I call?

Our Front Desk and Guest Experience Teams are available throughout your stay to help with any questions you many have about the home, Whistler and are happy to make recommendations and book activities for you. If it is after-hours, there is always a Manager on Duty that can be reached to assist you, by selecting the after-hours emergency option when dialing the main office number: 1.604.932.0100.

Is the hot tub cleaned before I arrive?

Whistler Platinum ensures that all private hot tubs are maintained regularly. Although hot tub maintenance is scheduled around reservations, occasionally a tub may need to be drained and refilled on the day of arrival or during a guest’s stay to ensure that water standards remain high. This maintenance is unavoidable and may result in the hot tub not being available for 24 hours. Please note Guests use hot tubs at their own risk.

Can I mail/post something to the property so it arrives ahead of time?

By Mail/Post (i.e. Canada Post, United States Postal Service (USPS), Australia Post, Royal Mail)

First, please include the following on the parcel for our reference:

  • Whistler Platinum
  • Reservation Name and Number
  • Date of Arrival

Then address the parcel to our PO Box:

PO Box 95
Whistler BC V0N 1B0
Canada

By Courier (i.e. FedEx, Purolator, DHL, UPS)

First, please include the following on the parcel for our reference:

  • Whistler Platinum
  • Reservation name and number
  • Date of arrival

Then please email us and let us know you will be couriering a parcel so our front desk agents will know to accept the delivery and then address to the parcel to:

Woodrun Lodge
4910 Spearhead Place
Whistler BC V0N 1B4
Canada

Note: If the item being sent is used ski gear then please include the words ‘used goods’ on the parcel / package otherwise it will incur duty charges.

ANY MORE QUESTIONS?

If you have any other questions, about anything at all, just drop us a line – or see the rest of our contact details here.