Maintenance review insights for Canada

Tripadvisor

Complaint signal is 1.3%.

Praise signal is 1.1%.

Baseline signal is 1.6%.

Delta vs baseline is -0.2 points.

Google Maps

Complaint signal is 1.0%.

Praise signal is 0.7%.

Baseline signal is 1.0%.

Delta vs baseline is 0.0 points.

Google Maps

Top complaints

• 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. (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." (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%)

Top praises

• A beautiful hotel with exquisite amenities, including outdoor heated swimming pool and a comprehensive gym, and amazing views of thewaterfront. Excellent service was provided by every employee with whom we interacted, including the following: Jameel who greeted us at our car and loaded our luggage; Susie at the front desk: Simran who maintains the gym; and luggage handlers, both with welcoming, exceptional attitudes, Tim and Chad. We will be back. (0.0%)
• A big thanks to Conrad for his excellent customer service. We had an issue with our rooms reservation, but he fixed it right away and made sure there were no extra charges. He also answered a lot of my questions and made us feel truly welcome and at home. (0.0%)
• A great place to have a breakfast, them omelet are incredible, Service are nice and everyone works there super friendly, I went there couple times and everything time was amazing no mistakes. Highly recommend this place (0.0%)

Tripadvisor

Top complaints

• *Hotel very well located (despite the homeless and drug addicts on the corner) and accessible by public transport. *The bedding is very good. *The staff is friendly. Thanks to the young women at the restaurant for warming up my milk ;) *Room of 16m² a little small for my taste for the asking price but acceptable. *The bathroom is large with a large walk-in shower, but unfortunately at night, the light from outside spoils the darkness brought by the beautiful black curtains in the room (you should think about obscuring the windows of the room). bathroom door 416...) *The hallway light under the door is also disturbing (maybe we should turn off the hallway lights at night or adjust the door?) *Breakfast is acceptable but not exceptional *Missing a small fridge. Luckily there was an ice maker on the floor to cool our drinks. *The air conditioning is noisy. (0.0%)
• 2 elevators were always broken and out of service. Only 2 were working but had to wait an average of 5-10minutes everytime we needed to use the elevator. Wifi is never fast average speed was 3 Mbps. If you wanted to do a video call, impossible. Youtube and Netflix was painful to watch because of the lack of internet speed. Since the hotel is close to the hospital ambulance sirens on for 24x7. (0.0%)
• 2nd.visit to the Greenbrier and not as happy as we were on our 1st visit 2022. Air conditioner in our suite didnt work and after number of calls and even spoke to a manager, room remained not as cool as expected. Service at Sam Sneads restaurant was very slow and bordered on nonexistent and had to threaten to walk the check in order to get it!!! Golf course great and caddy very good. Do not plan to return. (0.0%)

Top praises

• -Very sweet and welcoming girl in front desk. -very clean place but needs some exterior paint job -Everything inside in great working condition. -very reasonable price -I would definitely come back again (0.0%)
• A little gem situated on Granville Island. Clean and comfortable. The staff work hard to keep the shine on an older hotel. Restaurant is lovely as well. We wouldn’t go anywhere else!! (0.0%)
• A little run down from outside but the inside rooms are kept clean and nice. Across the street is where the #19 comes and can take you to metrotown! Or the Joyce station is a few minutes away by walking Pros: clean nice sized rooms Easy walk to bus stop/Joyce station Mini fridge & air-conditioning Cons: shower is hard to operate Burnt out socket Broken lamp cord (got a good zap then noticed what was wrong) (0.0%)

Google Maps · Complaint quote

"Was impressed by the service provided by the team around the hotel they made the stay shine. Hard product was lacking and disappointing at this price point stayed in newer Hyatt places/hotels with better hard products. Ottoman had tear in it. Shower head was not great with water pressure. TVs were old and disappointing. Google cast didn’t work on one of the TVs. Dividing doors in suite didn’t lock in place. Also had in room dinning and the chicken tenders for $25 were almost inedible. Basically frozen super market quality with no flavor not what I would expect from a 5 star hotel. It is clear management hasn’t tried the food, if so they wouldn’t serve it as it doesn’t meet Fairmont standards. Summary: Service was 5 star, hard product experience closer to 3 star."

Review rating: 3.0

Google Maps · Praise quote

"When we arrived for check-in Bella who was working the front desk was very nice and professional. She had great communication and she even gave us an upgrade. We’ve stayed at the downtown location before and we’ve always have had a great experience."

Review rating: 5.0

Tripadvisor · Complaint quote

"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

Tripadvisor · Praise 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

"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%

"A beautiful hotel with exquisite amenities, including outdoor heated swimming pool and a comprehensive gym, and amazing views of thewaterfront. Excellent service was provided by every employee with whom we interacted, including the following: Jameel who greeted us at our car and loaded our luggage; Susie at the front desk: Simran who maintains the gym; and luggage handlers, both with welcoming, exceptional attitudes, Tim and Chad. We will be back."

Signal: 0.0%

"A big thanks to Conrad for his excellent customer service. We had an issue with our rooms reservation, but he fixed it right away and made sure there were no extra charges. He also answered a lot of my questions and made us feel truly welcome and at home."

Signal: 0.0%

"A great place to have a breakfast, them omelet are incredible, Service are nice and everyone works there super friendly, I went there couple times and everything time was amazing no mistakes. Highly recommend this place"

Signal: 0.0%

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