Rated 3.8 out of 5 by 137
Rated 2.0 out of 5.0 by ladydeadgrass Can you say 'COLD'??
So i hate being one of those complaining guests since I work in the hotel business too BUT......let's just say I was very unhappy with my last stay!!! I've stayed at this property before & loved it but this time was the complete opposite. I had booked 2 rooms for my husband, my mother & I to come & stay for a relaxing 2 day event of X'mas shopping. When I arrived at the hotel to start the ball rolling the lady at the front desk was completely rude, when she found out I came from a sister hotel (another Atlific property# she completely changed her tune, so if I hadn't been another hotel employee would she have continued to be rude?? I came thinking that because I made both reservations that we would be in rooms near each other, I do know that when it is busy they sometimes can not help where they place you, we were given rooms on different floors & when I inquired whether we could have rooms on the same floor I was told there were no rooms available that they were very packed, so I understood & was ok with that, I want to make sure that this review is only negative for one of the rooms # my mom's#. My room was fantastic as always. Very spacious & clean. My mom's on the other hand was like an ice box. Vancouver was going thru a cold spell at the time we were staying & the room she was in did not have a air conditioner/heating system that you can control. The first night I went down to front desk to tell them that my mom was having to sit in her room with her coat on because it was absolutely freezing in there, they told me that it shouldn't be & I guess they figured I should just except that!? I asked that they have someone go to her room & look into it while we were out for dinner. When we got back from dinner I stopped at the front desk & inquired if it had been dealt with & was assured by the male at the desk that it had & should now be warm. So I went with my mom to insure that it had been dealt with & sure enough we went into the room to find that it hadn't & it now was even colder. Since my mom comes from the generation of not wanting to cause problems she said she'll just take a hot shower & get under the blankets. The next morning my mom said she barely slept because it was sooo cold in the room that evening so I once again went down to the front desk & asked if we could maybe get a room change for her, again I was told it was packed & there were no rooms to change her to & that they would once again get maintenance to look at her heat. So maintenance came up #and he was a very friendly & informative fella! lol# He explained it was a central heating system & that it worked off of a sensor? he said you need to wave your hand in front of the sensor for the heat to work!! Are you serious???? So she's supposed to stand around waving her arms so that she doesn't freeze!? So again she just asked housekeeping for an extra blanket so that she didn't freeze again that evening. While housekeeping brought her the blanket we got to talking about the hotel business etc & in the conversation she told us about it being a really quiet time right now at the hotel & not a lot of guests!!! Was I not told the reason we couldn't be on the same floor or that my mom couldn't change rooms was because they were packed?????? Long story short I was getting really sick of going back & forth to front desk to have this issue dealt with & my mom just ended up asking them for a space heater so she didn't freeze again that evening. Unfortunately it's situations like this that give guests a bad taste for the hotel. I love staying there & have had no issues regarding anything else before but this really made me think twice of ever staying here again # at least in the winter!!) I do have to say that we ate in the restaurant every morning for breakfast & had THE BEST service ever from a fellow named Jessie, he actually made all the wrongs right for me! Hopefully this issue is something that can be dealt with so that in the future no other guest has to freeze thru their whole stay!
December 12, 2013
Rated 2.0 out of 5.0 by Tantanogwang Clean rooms but poor Management
The hotel overall is clean, rooms are clean and in a great location... Customer service on the other hand needs extreme work!..I had left my wedding ring and band in the bathroom cup when I took it off to go to sleep// When I called the hotel to speak with the manager rather than offering to send it back to me and cover the shipping(considering this is not shoes that I left) It took two weeks to get my ring back. I could not provide a credit card because I had been waiting for a new one in the mail. I had to call Purolator and have them send it COD. Which I had asked him to do weeks ago. Then to find out with Purolator that they have an account with them and he could have sent this long time ago. I was NOT impressed and not sure if due to this situation I would return to the hotel. Management was NO help or any customer service on getting this ring back to me. Better yet when my girlfriend (who’s name is on the reservation) called to try and get it sent back to me and let them charge her card that was on file...At first I was told by management since I was calling right in the Airport when I landed back in Edmonton that she just needs to speak with him and get permission and then he can send it and bill her card..then when she calls no one at the front knows what is going on about any ring....She tried to contact the Manager numerous times and after long phone tag he advised her that she now needs to do credit card auth forms that he will email...wow how exhausting. Oh by the way management suggested sending the ring by FEDEX which I now find out they also have a Fedex account which he wanted me to pay the cost to send plus FEDEX INSURANCE approx $400 in insurance cost. I feel that this could have been handled way better and it should not have taken 2 weeks and complete misinformation and all the back and forth to get this ring back. I am VERY upset and could not wait fast enough to get my ring back before writing a review. I was scared that they may lose it or something worse had I wrote this review earlier.
December 11, 2013
Rated 5.0 out of 5.0 by Speedie4u Best Staff
Hi, we stay at this hotel all the time when we go to Vancouver BC for fun. It's walking distance to everything and the staff treat us very well here. We keep coming back because of the hotel is always clean, quiet, comfortable and extremely freindly, and handy to all the great downtown life of Vancouver.Thanks for the good times, we will be back, Cheers,Janet
December 11, 2013