Room review insights for Canada, Hotels

Smelly room, such that they set room temperature at 17 to control smell, broken sink, very small hair dryer and old furniture.... not recommend at all.

"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.

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.

$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

The room was old and needed a Reno badly. A funky smell and covered up with a funky smell. Hot tub wasn’t working. Not happy about that. The restaurant was great. We had breakfast and dinner and it was very good. Staff was excellent. Waiters were great.

Review rating: 3.0

Smelly room, such that they set room temperature at 17 to control smell, broken sink, very small hair dryer and old furniture.... not recommend at all.

Signal: 0.0%

"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%