Georgian Court Hotel, WorldHotels Elite — Hotel in Vancouver

My husband and I travelled to Vancouver for an event. We decided since it was just us, to treat ourselves and we hadn't travelled sans kids in since 2015, and splurge on a hotel. We picked Georgian Court based on amenities and location, our venue was only a block away. The hotel is modern, and the rooms were as nice as they looked online. They were clean, beds were comfy and the shower was amazing. Unfortunately, that's where our good experience stops

We booked our stay on Expedia and I'm not sure if that's why we received the service we did. On the second day a bus load of other guests checked in, and were greeted with warm welcomes from the front desk. I wish I could say our check in experience at the Georgian Court could even compare. In fact the only employees who really made us feel truly valued, at all during our stay, were the housekeeping staff.

Our biggest issue during our stay, was the AC in our room. It sounded like there was a washer in the ceiling, that was off balance, and it rattled everything very loudly. Even the mirrors vibrated on the walls. We had to turn off the AC at night to be able to sleep, which resulted in our room becoming incredibly hot in the morning. We talked to the front desk the first night, and we were told to just shut it off. The next morning I mentioned it again and received no resolution. The third day there was a different front desk agent working and she apologized with our issue and said she would get maintenance to look at it. I'm assuming someone did come up, while we were out, as it improved for a few minutes, before it went back to what it was before. At checkout I mentioned our issue again, to a third employee, and received apologies again, but that was it.

Since I work at a hotel at home, as a front desk agent, I'm aware of what good customer service is like. I didn't make any sort of stink, but I definitely expected more, there was no discussion of any options for us at all. Or really anything to make us feel valued.

A few other things I'd like to mention, breakfast at Frankie's (the restaurant attached to the lobby) was a huge flop. $50 was way overpriced and the meal was underwhelming for the two of us, one dish was literally three pancakes. I suspect they do a much better job of dinner, since the restaurant was always packed in the evening. Also, while our hotel room was clean, the common areas need more attention. There was a thick layer of dust under the furniture in the hallways, fuzz and string stuck in the carpet, outside our door. As well as dirt or some other black stuff, stuck in the grout and on the tiles around the jacuzzi.

All in all, I don't think I'd return to...

The hotel itself, the location, cleanliness, decor, comfort of the rooms, etc. is lovely and we couldn’t fault it. Unfortunately it was the service received at the front desk and Frankie’s restaurant that were so disappointing and let you down. We had a late flight and I’d asked on check in if we could arrange a late checkout, we’d be happy to pay for this service (didn’t expect it for free) or even if we could book an extra night. Was told to check the next morning. Did that and was told ‘no can do’, sorry, there were no rooms available. Fine, but why not just tell us that the day before then? When I asked to book another night (I could see there was availability on trivago and other booking sites) and could we either stay in the same room or move to another room, was told no, we would need to check out and then only recheck in again at 4pm. No attempt was made to help with various options/offer solutions or go the extra mile- just nope, sorry, move along. I worked in hospitality in guest relations for many years, so know what’s possible/not possible. I would have said, yes please rebook and I’ll contact housekeeping and see if they can get you into another room early, or at least tried to make a plan to keep my guests happy and try help where I could. Not the service I expected from a 4* hotel. Then we go to Frankie’s for breakfast. The place is packed. Told we need to sit at the bar, but a whole section of restaurant is open and empty. When asked if we could sit there (not keen on the bar), told nope, that section is only available for dinner. Fine, go to the bar, only to see other diners in the section they say is closed, having their breakfast. apparently they can’t reset those tables in time for dinner service at 6pm. To add to our overall irritation, the coffee machine is broken, so no coffee, besides filter, either. Completely irritated with the entire experience, we up and left and went to the Hilton hotel for breakfast, which was amazing and staff absolutely lovely. Wish we’d paid a bit more and stayed...

Update: Nice try, Ms. Shin. Same generic response left for every dissatisfied review regarding the misleading information. General managers from other establishments are less prone to shift blaming over an issue. Yes, my boyfriend has discussed with this directly during our stay and the same disdain in the policy is exactly why we cancelled our second night and gladly went elsewhere. Shameful. If it wasn't for the nice bed, the gym and the infrared sauna, your response would have downgraded this review to zero stars permanently. Be thankful I left it as 2 stars; don't you dare ruined the remaining redeemable qualities the hotel had to offer and positivity of the stay. Review:

Extremely disappointed. We prepaid 2 nights stay here because the usual lodging we go to is closed during the pandemic. We booked in advance with great anticipation we paid top room with a soaker tub as shown in the images (extremely careful to not select rooms that had shower only amenity). We arrived early around 10:30am to pay for the parking in advance but understood at the time we will come back later to do the check in. By the time that time rolled around, we were given what seems to be a downgrade corner suite shower only. My boyfriend was so upset with the mislead info we cancelled our second night as they would not let us change to a bath tub suite.

Don't get me wrong. The place looks nice, the beds are super comfortable, the infrared sauna is by far the best, and I like the fitness center (on the Matrix treadmill for 40 minutes) but the policy has issues if clients that gave low scores also experienced the exact same scenario as us with the bathtub exclusions. Be careful of the whirlpool. Upon first glance, it feels beautiful and tranquil but as soon as the jets started up, the chlorine was so concentrated that my eyes teared up in absolute pain just from steam alone; that's something I had never experienced in other hotels, rec centres, nor WEM waterpark. Nope, now not convinced to return...