Cleanliness 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.

*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.

1 roll toilet paper and stained lamp shades badly hung curtains and paint chipping, not so clean for the $$$$ Covid cleansing and paint required!

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.

"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.

+ 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

Dead mouse at the table in a Michelin-starred restaurant?! We had an extremely disturbing experience at this restaurant. Service was poor from the start, the server seemed distracted and we waited an unusually long time just to place our order. At one point I accidentally dropped my phone and had to retrieve it from the curtains next to our table. When our food was finally brought out, I noticed the server looked visibly uncomfortable and avoided eye contact. I then looked down and saw a dead mouse at the base of the curtains, directly next to my feet. I immediately pointed it out. Five staff members came over. None of them appeared surprised. The mouse was removed with a broom and dustpan at our table. We were given a vague excuse about an “unwanted guest due to the change of seasons,” which is hardly convincing in late December, and completely unacceptable regardless. What made this worse is that I had just been reaching into those same curtains to retrieve my phone, meaning I may have touched or been exposed to the area where the dead mouse was. No concern for hygiene, health, or guest safety was expressed. We were only offered a round of drinks as compensation. No apology that matched the severity of the situation, no manager intervention, and no reassurance about sanitation. This is not a minor inconvenience, this is a serious sanitation issue and completely incompatible with any restaurant claiming Michelin-level standards. We paid approximately $450 for an evening that involved a dead mouse at our table and dismissive handling of a health hazard. That is not just disappointing, it is unacceptable

Review rating: 1.0

To begin with, this hotel is a complete fraud starting with the pictures on their website. The photos make the property look modern, spacious, and well maintained, but the reality was the exact opposite. This is supposedly a luxurious hotel, but the room we received looked nothing like what was advertised online. Moreover, the cleanliness was extremely disappointing. The room was not properly dusted or cleaned, the couch looked dirty and worn, and the overall condition made the space feel neglected. The restroom was also very small and uncomfortable to use, especially considering we booked a Junior Suite expecting more space and comfort. Furthermore, the bed frame was broken, which made the bed feel unstable and poorly maintained. This is something that should absolutely be checked before guests arrive. In addition, the customer service was awful. We asked multiple times for additional bedding, including blankets and sheets, and never received them. Requests seemed to be ignored, which only made the experience more frustrating. Moreover, we even went to the front desk and told the clerk that we were not satisfied with our room. Despite explaining the issues we experienced, they did not offer any compensation, solution, or even attempt to make the situation right. The only positive part of my stay was the valet service. They were the one team that actually provided good service and professionalism. Overall, I booked the Junior Suite expecting a comfortable and enjoyable stay at what is supposed to be a luxury hotel, but unfortunately I did not enjoy my stay at all. Based on my experience, I would not recommend this hotel.

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%

*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%

1 roll toilet paper and stained lamp shades badly hung curtains and paint chipping, not so clean for the $$$$ Covid cleansing and paint required!

Signal: 0.0%