Breakfast review insights for British Columbia, Canada

**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.

-two locations on the carpet of my room that remained wet for the whole day of my check-in. One smelled like vinegar and the other one was in front of the mini fridge and was sticky. -there was some water on the bathroom floor which got on my big toe, I wiped my toe on the bath towel and it left a black toe print (still only a few hours after checking in). Maybe the floors are hard to clean because the mortar between the tiles are disintegrating. -random crumbs between my fresh bedsheets -breakfast sucks. The only protein is cold ham. No sausage no bacon no eggs. Even the hot chocolate is watery -whole hotel feels damp and outdated. Wouldn't pay $350 a night for this again

2 mice are running around in the breakfast area. Bitten by bedbugs in Room 605:(

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.

The suite facing the lagoon and Stanley park was excellent, with good cleaning service and spectacular view. A bit warm under the afternoon sun, compensated by an extra ac unit. Good bedding. Complimentary breakfast very basic. Good parking for a limited 20$ per day. We enjoyed our stay

"Absolutely to Avoid" Negative experience from the very start. The young man at reception was rude, unprofessional, and visibly annoyed by the questions I asked to understand the reason for a voucher I had never requested. We arrived when it was 2:00 a.m. in Italy, so it was impossible to contact the travel agency that had booked our stay. We asked if we could pay the voucher, which they claimed was mandatory, the following day so we could clarify with the agency first, given the extremely high cost of almost $500 for 3 days. Our request was denied, and we were not allowed to access the room we had already booked without immediate payment. We were therefore forced to pay on the spot. The voucher imposed by the hotel included breakfast, drinks (even for children), and dinner vouchers. When we pointed out that we would never have dinner there, that we had minor children, and that on the last day we would not even be able to use breakfast because it started at 7:30 a.m. while we had a taxi to the airport at 7:00 a.m., we were told that it was not their problem and that at best they could give us drink vouchers instead. All of this was even more unacceptable considering that on the agency’s voucher it was clearly stated “room only” plus about $100 in taxes, with no mention whatsoever of mandatory packages including meals. Additionally, towels were not changed unless repeatedly requested, and in three days the room was never cleaned. The air conditioning also did not work properly. In my opinion, this is a non-transparent and unacceptable policy that shows little to no care for guests. In many years of traveling, I have never encountered such an unfriendly welcome. There are far better options in the area – I will never return here.

Stayed last night and showering this morning had zero cold water, only scalding hot. Hotel first offered 2 free drinks after checkout when I said they should do something..Came back with a hundred dollars off. Personally, in a 5 star hotel that should be a complimentary stay.

Review rating: 2.0

I have to say that my experience at this hotel was extremely disappointing, and I would strongly recommend that others consider staying elsewhere. From the original booking through to check-out, very little went smoothly. The property itself appears run down and poorly maintained, and it was clear that little reinvestment has been made into the rooms or overall facilities. Our room was noticeably worn and in need of repair, which made the overall stay feel far below the standard one would expect—particularly for a property marketed as a “resort,” and the high price point. What was most concerning, however, was the level of service. During my stay I encountered several staff members who appeared disengaged and uninterested in assisting guests. When I attempted to raise a concern with the night manager, Jackie, the situation escalated unnecessarily. Rather than addressing the issue professionally, she became confrontational, raised her voice, and threatened to call the police. At no point was I yelling or using inappropriate language—I was simply trying to have my concern addressed. The morning manager was equally as bad. I also made several attempts to contact the hotel’s general manager following this incident instead of posting this review. Unfortunately, staff were unable or unwilling to provide a business card or direct email contact, and calls to the property went to voicemail without any return communication. This lack of accountability was frustrating and disappointing. It is unfortunate, because the property itself has the potential to be a much better experience with stronger management oversight and some investment in maintenance and guest service. Based on this experience, my partner and I will not be returning. We have also advised friends and family to consider other accommodations. In its current state, the hotel feels overpriced for the quality of the property, cleanliness, and level of service provided. While in the “hot tubs” while talking to other guests; they expressed similar concerns/comments.

Review rating: 1.0

**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%

-two locations on the carpet of my room that remained wet for the whole day of my check-in. One smelled like vinegar and the other one was in front of the mini fridge and was sticky. -there was some water on the bathroom floor which got on my big toe, I wiped my toe on the bath towel and it left a black toe print (still only a few hours after checking in). Maybe the floors are hard to clean because the mortar between the tiles are disintegrating. -random crumbs between my fresh bedsheets -breakfast sucks. The only protein is cold ham. No sausage no bacon no eggs. Even the hot chocolate is watery -whole hotel feels damp and outdated. Wouldn't pay $350 a night for this again

Signal: 0.0%

2 mice are running around in the breakfast area. Bitten by bedbugs in Room 605:(

Signal: 0.0%