TripAdvisor Traveler Rating

Terrible customer service, very unsafe location, small cramped rooms. We asked to cancel our booking due to all of the above and the front desk attendee who initially presented himself as a Manager refused and said he “made” the decision to charge us for the first night out of the 2 nights booking. When we argued, he finally revealed that he was just a supervisor and not a manager who would have the authority to make any decisions. They also booked us for 3 rooms for two nights instead of 1 room for two nights (we were there travelers). Once we caught this error, the front desk attendee then cancelled our booking entirely. We were able to book into a fantastic hotel immediately few blocks away (paid almost double). We later found out that the one area in downtown to stay away from is where this particular hotel is located. The entrance to the lobby looked like a back alley with huge trash cans right next to the entrance. Not sure how this place has such high rating. We travel a lot but we have NEVER had such experience with customer service.

Pros - near a metro station and the harbour, clean room, ok for a family of 4 inc 2 teenagers, room maids very helpful. Check in and check-out staff very helpful and efficient. Cons - not the hotel's fault but lots of drug affected people around the area, very prevalent in that part of Vancouver.

4 of us stayed in a one bedroom suite. My partner and I ended up on the sofa bed. It was by far the worst bed I have ever been on and neither of us got any sleep. The mattress was about an inch and a half thick and full of springs, in addition to also feeling the metal bar frame of the bed. The chair in our room was frayed also. The beds the other two people slept on were fine, but we paid a lot for this room, plus extra for having 4 people. Everyone should have a comfortable bed! I have stayed in a lot of Marriott’s and this definitely did not meet the standard I have come to expect.

Love the suite…though small, you did have a seating area! Room was clean and bathroom area was a nice size! Hotel is located close to the water..and tourist attractions. Friendly and helpful staff . Nice restaurant located in the lobby is very convenient!

Really bad experience when we attempted to check-in. If we were spending more than a day in Vancouver I would have left and found another hotel (regardless of cost). Described horrific experience when management when they followed up on review, but their focus and concern was on the blaring tv that randomly went off at 4am and prevented us from falling back asleep. I would never stay in this hotel again. Avoid!