Granville Island Hotel — Hotel in Vancouver

Booked a two night staycation and very surprised with the inadequate services provided by everyone I spoke to.

DAY 1 We arrived to check in at the designated check in time, 3p, and were told by the lady at the front desk that our room was not ready. There was no reason or apology provided; no one offered to let us leave our bags at the hotel while we waited for our room either. We walked around for over an hour and still no text about our room, so we went back to the hotel to ask and our room was ready.

The man at the front desk said our room was ready but again provided no apology or reason, even when I told him that we did not receive a text. He then passed me the paper key card holder with the incorrect check out date. He kept saying “one-night stay” and I repeatedly corrected him that we booked a “two-night stay”. It was only until my partner said that our check out date is wrong did he take action. He then went back the computer to fix things. I cannot help think that he responded to my partner because he is a Caucasian male and I am an Asian female. I was the one who was checking in and handling the conversation the entire time; my partner was silently standing next to me. After all of that, we get to our room and then received a text saying that our room is ready. I responded saying that we had already come by to check in as it had been over an hour before the message was sent. No response. The text was signed off with an actual person’s name so I assumed it was not a machine.

DAY 2 The next afternoon, I got a second text message asking how the stay is going. My response: “Check in was a horrible experience. Our room wasn't ready at the designated check in time. We only got a text saying the room is ready AFTER we had already checked in (over an hour after designated check in time). A different person checked us in and even though I repeatedly corrected him saying that we booked two nights not one, my partner had to point out that the check out date on our key card holder was wrong. Not a single apology was given during all of this. You didn't answer the text I responded with. Everyone acted as if all of this is an acceptable experience and way to run a hotel. We then discovered one of the blind handles is broken, one of the lights on the bed is broken, cobwebs in corners, and extremely poor lighting in the living room area.”

A third person from front desk then called our room to tell me reasons/excuses and sorry. I appreciate the apology, but they offered to move us and that's it. I didn't bother as it was our last night. She said things like how the key card would have still worked as it follows the computer system when I pointed out that we could have been locked out of our room for the second day. My response was that there was no way we would have known that as no one told us. I also am not sure I believe her as the man did go back to the computer to do something. Then she texted me thanking for taking her call and asking if there is anything else she can do.

The attached text conversation ensued where she didn’t really read my message and I had basically had to barter with the hotel for some kind of compensation. For all of this, I was only able to get $20 off ONE NIGHT.

CONCLUSION Not sure the room was even worth $300/night. I have provided images of the dirty/broken room as well. Why was check in so late if they didn’t even properly clean the room?

I realize that the view at this hotel is extremely beautiful, but I interacted with multiple people and they all provided very poor service. I understand that it is a very hard time right now with COVID but it is no reason to provide such...

Great location, room with a view, but hotel is hugely overpriced for what it is. This is one of the cheapest expensive hotels in Vancouver at £385 for the night for a standard room (hotel prices are outrageous in Vancouver, way more than London). Was told at check in that the room would be above an event that was going on till midnight and we'd hear noise from it. Fair enough to be told about it at check in so we opted to pay an extra £60 or so for a room upgrade which had a lovely view of the harbour area. The hotel is a bit faded and dated. Stale cigarette smoke could be smelled in the lifts, maybe a sign of the last time the lifts were refurbed. The room showed signs of quite a bit of wear and tear, the bathroom hasn't been updated in years. For this sort of room rate, I expect a nice walk in shower as a minimum, not some shower head over a bath. The room had a microwave in it which was bizarre. There were teabags and a kettle but no milk capsules provided so the only way we could get milk was to order, and pay for a pot of tea via room service. Room service was a bit chaotic - I got the impression that whoever answered the room service call was also working the restaurant as the background was noisy and I was asked to hold both times I rang. I had to call room service again for spoons after said tea had been delivered to the room. Staff were pleasant enough, it was just a bit Faulty Towers-esque at times. Reception staff were friendly and helpful. No bedside table, a very high (but comfortable) bed, and no charging points near the bed. It was OK for one night, but that's it. We were expecting a more upmarket hotel and the Granville Island Hotel was not it. I would add that the previous week we stayed a night in the fabulous Fairmont Chateau in Whistler for £100 less than the Granville, which we thought was a steal for an iconic 5 star luxury hotel in a...

Great location for the hotel!!! For the most part we had breakfast at the patio overlooking a great view of the water and boats. The breakfast was always amazing at the Dockside restaurant and they have great and polite servers. Reese, was our server for the most part and he was really great!

I enjoyed the comfort that the beds and pillows provide. We slept soundly every single night and woke up refreshed! Thumbs up to the type of mattresses that they have lol!

The downside of the hotel was the level of cleanliness in the rooms.

a) The first day we checked in, we found the toilet seat was up and a brownish stain on a corner on the underside of the seat. Gross!!!!!! It was still there on day 2 of our stay!

b) On the front of the drawers under the sink, there were stains/fingerprints and it looked like someone had tried to wipe the place using a rag that was wet and so one could see the streaks!

c) The second day when we came back to the room in the evening, (we had been out the whole day) the bathroom glass screen in the shower had soap prints; which means that the shower was not cleaned at all!

d) Our bedsheets were never changed the whole time we were there!

e) Another problem was a particular front desk staff that I believe should be trained in the professional handling of customers. I explained to her my problem but she acted as though she didn't even hear what I had said and kept defending a certain employee that I had earlier dealt with saying "I swear that * (employee's name) would never say that". I got so frustrated and when I asked for her manager, she said they were in a meeting.

I have slept in hotels that didn't charge as much as Granville but had top-notch service, cleanliness, etc. I don't think I will...