Service review insights for British Columbia, Canada, Hotels

Tripadvisor

Complaint signal is 10.3%.

Praise signal is 59.2%.

Baseline signal is 10.3%.

Delta vs baseline is 0.0 points.

Google Maps

Complaint signal is 7.9%.

Praise signal is 43.5%.

Baseline signal is 7.7%.

Delta vs baseline is 0.1 points.

Google Maps

Top complaints

• "We’ve been coming here for many years, and it's sad to see the place falling apart. They changed the door locks without informing anyone. The rooms are in serious need of repairs, and the reception staff hasn’t been helpful." (0.0%)
• **UPDATE** - In Response to the Owner's Response I’m extremely disappointed that your response mischaracterizes what actually happened during our stay and that your staff continues to gaslight us about our level of communication the night we discovered the stain and at checkout the morning after. To clarify the facts: as soon as we discovered that the fitted sheet appeared dirty, we immediately called the front desk and were met with no response. We also sent someone from our party down to the front desk to check whether there was anyone who could help us change the sheets. We saw someone at the front desk and 100% communicated that there was an issue we needed help with. This was absolutely not the “general inquiry” that you claim it to be. The staff member then responded saying he was a part of the security team and that there was nobody who could help change the cover until the next morning. My friend was left to sleep on what appeared to be a brown stained mattress without knowing what it was. At checkout, our concern only appeared "informative" because your staff showed complete indifference to our legitimate complaint. We were urgent when we needed help the night before, but by morning we were dealing with staff who clearly didn't care about our subpar experience. While you may have explanations for the stain, that doesn't erase the 24 hours my friend spent not knowing what it was or the distress of having to sleep on it. Your $50 offer and dismissal of our request for partial compensation shows a fundamental misunderstanding of the impact this had on our stay and the dissatisfaction from our party regarding the poor attempts to address our concerns only after the initial review was posted. It’s concerning that your response suggests this matter has been "resolved" when it clearly hasn't been addressed competently. Even if the stain was simply caused by a rusty mattress frame, every single effort from us to bring up this issue has been met with absolute indifference and frustrating attempts to distort and deny the facts when all we were hoping for was a simple apology and acknowledgement that things could have been handled better. Misrepresenting what happened doesn't solve the real issue: your lack of responsiveness when guests need help and empathy when things go wrong. ****Future guests should be aware: if issues arise during your stay, don't expect timely assistance or understanding from management when you need it most.**** **INITIAL REVIEW** Stayed here with friends last weekend and it was absolutely awful. When we pulled out the sofa bed, there was a brown stain right on one side of the mattress - completely disgusting. Called the front desk but no one was available to fix it, so we had to manage. The worst part? When we complained at checkout, the staff couldn’t have cared less. No apology, no offer to make it right, just complete indifference. For what we paid, this is unacceptable. Basic cleanliness shouldn’t be too much to ask for. Save your money and stay literally anywhere else in Vancouver - this place is gross and the service is terrible. Avoid at all costs. (0.0%)
• *Edit* DO NOT STAY HERE! Please read through the rest of the reviews, my story is exactly the same as so many others. The replies from managers to reviews are also disrespectful and they do not accept any responsibility for their poor service, even denying what actually happened. The staff are absolutely awful. Each time I talked to someone new, I got different answers and was treated very poorly. Every time I talked to someone at the front desk they told me that I was wrong and the other employees didn't say what they said to me. I was on a work trip and planned on paying with a corporate credit card and was told that I couldn't pre-authorize the payment, so I should book with a third party webiste, which I did. Upon check in I was told that there actually was a way to pre-authorize the payment, which they sent in an email. The next morning, with the pre-authorization form in hand, the next staff member claimed that the staff at check in did not send that to me and they would not accept the pre-authorized payment. I do not use this term lightly, but it was true gaslighting and a severe lack of respect. After having multiple conversations and arguments with different staff members, each one dismissing and ignoring my concerns, I decided to cancel my stay and book somewhere else. The operations manager stepped in at that point and still dismissed and ignored my concerns, with proof in hand. Each staff was disrepectful and clearly not trained well. The pictures of the hotel are misleading, it is a very old building. It smelt dingy and was not very clean, especially for the price, which is higher than most other hotels nearby. I will never stay here again and would recommend to anyone to not stay here. *Edit* Thank you for your reply. As I stated in my original post, I did call a week ahead of time and asked if there was an option to do a pre-authorization, but I was told by your staff that this was not an option and I should book with a third-party website. I called again after I booked through a third-party website to confirm my reservation and explicitly asked that the only charge on my personal card would be the deposit of $150, tho which the answer was yes. Once I showed up, this was not the case and I was told that nobody on the staff would say that because they all know the policies. Once again, gaslighting. (0.0%)

Top praises

• Great service (0.1%)
• Can't wait to come back! (0.0%)
• First-class staff! (0.0%)

Tripadvisor

Top complaints

• $100 deposit on old fashioned keys!! Thin walls are thin and the nightclub is loud The staff smoke just past the door so a pleasant walk into the establishment through their smoke One set of towels in our room for 2 Blinds with light coming from all 4 sides in window but no curtains Not recommended! (0.0%)
• + cheap good location quiet can leave 2 days your bagg at the reception if you leave - In a week i've never see anyone cleaning the property, even the rooms Some of the staff are really unfriendly. They ask you to go on a private room, if you wanna extend your stay after a week. The cleaning staff ask you to leave your bedroom when they make a bed, no matter what you're doing or sleeping..."for their privacy" haha kitchen is just 1 elec stove, really not done to cook. really small 4 bedorm, quiet humid (0.0%)

Top praises

• Just returned from a six night stay at this hotel. From the moment we arrived until we departed, we were simply amazed at the high quality service and environment. We has reserved one of the premium corner rooms but were upgraded to a junior suite at check in. The contemporary, spacious and very comfortable room was a welcome retreat after a day of exploring Vancouver. The room faced the courtyard and was very quiet. Not a single detail is overlooked to make one's stay exceptional. Highly recommended and looking forward to returning. (0.0%)
• The hotel is 3* and we found it adequate. The beds were comfortable with clean sheets though better if ironed. The room was clean with plenty of hot water and decent towels. The staff were pleasant and helpful. On checking in, we were told to be careful going out at night as the area had a lot of homeless. I personally didn't find them to be a problem though heartbreaking. The reason for a 3* review rather than a deserved 4*, was the noise outside. Non-stop music and shouting til about 3am. Then came the garbage trucks! Not the hotel's fault but it did detract from my stay. On the plus side, the location is within walking distance to most attractions. If you can sleep through loud noises, then it's a great place. (0.0%)
• "Super nice hotel! Great hotel. Everything was nice. would surely choose it again next time we visit. Great location, great service, friendly staff, helpful staff. Good value for the money. Thank you! (0.0%)

Google Maps · Complaint quote

"You overbooked my room and took no responsibility. I booked a King Suite but was downgraded to a Junior Deluxe and told they were the same. They’re not. When I raised the issue, I was simply told nothing else was available. This was for getting ready on my wedding day, and I was left scrambling at the last minute to find another hotel the day before. The hotel offered zero help; no alternative room and no effort to rebook me elsewhere. For a hotel of this calibre, that level of service is shocking. To make matters worse, when we walked into Junior Deluxe, the space felt outdated and mismatched, and even the corridor leading to the room set a disappointing tone. It was a stark contrast to the photos online, and honestly quite shocking to walk into. Overall, an extremely poor experience with virtually nonexistent customer service. I feel compelled to warn others so they don’t face the same situation I did especially if you plan for a special event. Do NOT count on these guys."

Review rating: 1.0

Google Maps · Praise quote

"The rooms are always so clean and comfortable. The location is perfect; close to Stanley Park and lots of wonderful restaurants and the shopping district. The staff is exceptional, friendly and helpful."

Review rating: 5.0

Tripadvisor · Complaint quote

"Stayed for a work conference, the rooms were clean and well kept. Everything we needed was within walking distance. The only downside was that we couldn't get room service. We had to go downstairs to get coffee or food. Otherwise 10/10!"

Review rating: 5.0

Tripadvisor · Praise quote

"We arrived in Vancouver after staying in Whistler for a week. I was informed by a friend that North Vancouver was the best place to stay. Seaside Hotel was right in the area. I was a bit lost on how to get inside but when we figured that out it was a complete escape. The people were so friendly and helpful. They were quick at loading up our stuff to our room. Mark spent the extra time explaining the light switches, the taps and all the items the room came with. The cleaning staff the next day were all smiling and welcoming and despite the fact we said we didn’t need the bed made, they were still offering any help needed that they were there. This place is a great location and I would highly recommend"

Review rating: 5.0

""We’ve been coming here for many years, and it's sad to see the place falling apart. They changed the door locks without informing anyone. The rooms are in serious need of repairs, and the reception staff hasn’t been helpful.""

Signal: 0.0%

"**UPDATE** - In Response to the Owner's Response I’m extremely disappointed that your response mischaracterizes what actually happened during our stay and that your staff continues to gaslight us about our level of communication the night we discovered the stain and at checkout the morning after. To clarify the facts: as soon as we discovered that the fitted sheet appeared dirty, we immediately called the front desk and were met with no response. We also sent someone from our party down to the front desk to check whether there was anyone who could help us change the sheets. We saw someone at the front desk and 100% communicated that there was an issue we needed help with. This was absolutely not the “general inquiry” that you claim it to be. The staff member then responded saying he was a part of the security team and that there was nobody who could help change the cover until the next morning. My friend was left to sleep on what appeared to be a brown stained mattress without knowing what it was. At checkout, our concern only appeared "informative" because your staff showed complete indifference to our legitimate complaint. We were urgent when we needed help the night before, but by morning we were dealing with staff who clearly didn't care about our subpar experience. While you may have explanations for the stain, that doesn't erase the 24 hours my friend spent not knowing what it was or the distress of having to sleep on it. Your $50 offer and dismissal of our request for partial compensation shows a fundamental misunderstanding of the impact this had on our stay and the dissatisfaction from our party regarding the poor attempts to address our concerns only after the initial review was posted. It’s concerning that your response suggests this matter has been "resolved" when it clearly hasn't been addressed competently. Even if the stain was simply caused by a rusty mattress frame, every single effort from us to bring up this issue has been met with absolute indifference and frustrating attempts to distort and deny the facts when all we were hoping for was a simple apology and acknowledgement that things could have been handled better. Misrepresenting what happened doesn't solve the real issue: your lack of responsiveness when guests need help and empathy when things go wrong. ****Future guests should be aware: if issues arise during your stay, don't expect timely assistance or understanding from management when you need it most.**** **INITIAL REVIEW** Stayed here with friends last weekend and it was absolutely awful. When we pulled out the sofa bed, there was a brown stain right on one side of the mattress - completely disgusting. Called the front desk but no one was available to fix it, so we had to manage. The worst part? When we complained at checkout, the staff couldn’t have cared less. No apology, no offer to make it right, just complete indifference. For what we paid, this is unacceptable. Basic cleanliness shouldn’t be too much to ask for. Save your money and stay literally anywhere else in Vancouver - this place is gross and the service is terrible. Avoid at all costs."

Signal: 0.0%

"*Edit* DO NOT STAY HERE! Please read through the rest of the reviews, my story is exactly the same as so many others. The replies from managers to reviews are also disrespectful and they do not accept any responsibility for their poor service, even denying what actually happened. The staff are absolutely awful. Each time I talked to someone new, I got different answers and was treated very poorly. Every time I talked to someone at the front desk they told me that I was wrong and the other employees didn't say what they said to me. I was on a work trip and planned on paying with a corporate credit card and was told that I couldn't pre-authorize the payment, so I should book with a third party webiste, which I did. Upon check in I was told that there actually was a way to pre-authorize the payment, which they sent in an email. The next morning, with the pre-authorization form in hand, the next staff member claimed that the staff at check in did not send that to me and they would not accept the pre-authorized payment. I do not use this term lightly, but it was true gaslighting and a severe lack of respect. After having multiple conversations and arguments with different staff members, each one dismissing and ignoring my concerns, I decided to cancel my stay and book somewhere else. The operations manager stepped in at that point and still dismissed and ignored my concerns, with proof in hand. Each staff was disrepectful and clearly not trained well. The pictures of the hotel are misleading, it is a very old building. It smelt dingy and was not very clean, especially for the price, which is higher than most other hotels nearby. I will never stay here again and would recommend to anyone to not stay here. *Edit* Thank you for your reply. As I stated in my original post, I did call a week ahead of time and asked if there was an option to do a pre-authorization, but I was told by your staff that this was not an option and I should book with a third-party website. I called again after I booked through a third-party website to confirm my reservation and explicitly asked that the only charge on my personal card would be the deposit of $150, tho which the answer was yes. Once I showed up, this was not the case and I was told that nobody on the staff would say that because they all know the policies. Once again, gaslighting."

Signal: 0.0%

"Great service"

Signal: 0.1%

"Can't wait to come back!"

Signal: 0.0%

"First-class staff!"

Signal: 0.0%

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