Service review insights for British Columbia, Canada, Hotels

"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."

**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.

*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.

Had booked a double room for 7 nights mid-September 2017. Hotel is 15 minutes walk from nearest subway ( Joyce Collingwood ), part uphill. A small hotel with ground and first floor ; probably 20 odd rooms in total. Complimentary parking in the basement. External look of the hotel is unappealing being on the main road(Kingsway); reception is small but presentable. Were checked into a large room which was dull. Room had 2 Queen beds as the only room available at the time. Dark brown furniture, walls, carpet and curtains. A free standing air conditioner, no wardrobe. Room smelt musty and had large window at the busy main road level hence lacked privacy. No kettle, but a coffee percolator, which was inadequate for boiling water for tea. Bathroom though small had been renovated recently; had a clean and fresh feel. Staff applied air freshener on request. Next morning we asked to be moved. A similar room overlooking the side road was available with a slightly better colour scheme and new fitted wardrobe area. Reception agreed to move us and offered to see if a kettle was available. When it wasn't, and after mentioning it again, they kindly provided one on the 3rd day. We felt more settled after that. Wifi in 2nd room was good and cleaning reasonable. Points to bear in mind. This is a basic hotel. Rooms are large, colour scheme varies from room to room but furniture is the same and outdated. Bathrooms all appear to have been renovated. Very comfortable beds with nice white linen. The hotel is quiet, reception and cleaning staff are very polite and helpful. Nearby are a Safeway supermarket, mainly Vietnamese and Chinese restaurants, pizza take aways and a laundrette. Overall we found the area to be safe with good transport links. However since hotel is not in downtown Vancouver, we consider the hotel overpriced, given rooms need updating.

$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!

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

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

"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%