Rosewood Hotel Georgia — Hotel in Vancouver

“The Pinnacle of Incompetence.”

In the hospitality space, there’s only so much product differentiation to be wrought from the accommodations and amenities: at a certain quality threshold, room configurations, materials, and the like become standard. And so, at luxury properties — as with luxury goods, luxury experiences, and so on — the luxury is often delivered in the margins. Unfortunately, the margins are also where gross incompetence resides.

For example, how a property accommodates matters such as the receipt and handling of client property, or parcels, speaks volumes. At the Rosewood Georgia, the language being spoken is therefore incompetence and smug disregard. The constitutional incapacity of a Rosewood Georgia concierge, Benjamin Menard, to perform even the perfunctory duties of his role, caused an unnecessary and damaging delay in receiving medication and sensitive documentation. Worse still, he responded directly to a correspondence from myself to Georgia management, alerting them to the same, at a private email I did not consent to provide him, combatively doubling down, baldly dissimulating, and even shifting blame to my wife.

Details below.

As a business traveler, and someone who sends and receives sensitive documents and parcels with frequency, I am quite familiar with sending and receiving said documents to and from hotel accommodations. As I normally do prior to receiving a package, I called the Rosewood Georgia's guest relations department and confirmed the address. I had the packages -- as there are/were two -- promptly shipped to that address.

Package #1 was marked delivered on Friday, September 6th, while package #2 was marked as delivered today, Monday September 9th. On Saturday, September 7th, prior to departing, I requested that the guest services team retrieve my package. Oddly, I was told that the package "was absolutely not here." When I inquired as to whether there was an alternative location to which packages are delivered -- perhaps at the Residences next door -- I was firmly told no.

After trying in vain to have Benjamin check with anyone in management as to an alternative address, as the Friday package contained extremely time sensitive documentation and medication, I was again firmly told that the package had not arrived. The concierge helpfully told me that "In 15 years I've dealt with sending and receiving thousands of packages. I know for a fact that the package is not here. I assure you we'll find it."

Naturally, assuming that Georgia's reputation for hyper competence validly precedes her, I initiated an investigation with Canada Post. That investigation concluded Monday, September 9th; two days after my departure. The conclusion? The Friday package was, in fact, routed to where all of the Georgia's packages are delivered -- an address on Howe Street. When I searched for said address online, you will perhaps not be shocked at the business located there: the Residences. Package #2 was also delivered Monday morning.

Despite being told that I’d be “promptly contacted” on Monday, I was not. I phoned the hotel on three occasions, being disconnected each time, and enduring a 45 minute wait before being patched through. When the hotel finally answered, a helpful — but admittedly bewildered — manager attempted to direct me to email twice. I insisted that he direct someone to physically check the Residences next door, and within 30 seconds my packages were in hand.

Needless to say, I found the email addresses for the appropriate parties and relayed my concern. Shockingly, I late Monday received an email response to the complaint — but not from the parties I emailed. No, the email came from Benjamin himself. An odd fact, indeed, considering Benjamin was not included in my correspondence. Benjamin’s riposte was bizarre: he outright fabricated events, attempted to shift blame to my wife, and then offered to return my property as a “kindness.”

Needless to say, Rosewood Georgia is not the "pinnacle of...

While the staff are kind and are friendly, the attention to detail of the backend support staff (IT, accounting, etc. excluding housekeeping - who are great) is appalling for a 5 star property, let alone any accommodation.

To keep it simple, I was charged the previous guest's folio who stayed in my room to my Amex. Accounting had the audacity to send the bill and folio to Amex, mind you, with the previous guest's name, date of booking, address, original payment method (their card details), and check out folio billing info (my card details), all while trying to justify it was a valid charge by me, rather than admit they made a mistake on their end and have accountability. I have never experienced something like this at any Rosewood properties around the world, let alone ANY accommodation.

To go into the entire saga in more detail, I made a prepaid hotel booking through Amex FHR. Upon arriving at the property, I provided my card during check in and was advised early check in was available, but if I wanted my upgraded room to the room, I would need to wait until the afternoon; I chose the latter. I appreciated being provided various options to choose from. After my card was swiped, I noticed a pending charge well in excess of the usual $200 security hold, not to mention the amount was not a round number. As I did not want to hold up other guests with my vehicle parked at the porte cochere, I didn't bat an eye. Around 30 min later, I received a phone call from the same receptionist who checked me in, noting they did not have my card on file; I kindly reminded that I provided my card earlier when I was checking in. They only said that I needed to provide my card again when I pick up the room key later in the day. When I picked up my room key, I once again provided my Amex and this time, the usual $200 security hold showed as pending but the previous amount still showed. I lated called reception in the evening regarding this and I was advised they do not see any pending folio charges to my room currently and suggested the amount is from FHR, which I corrected them it is not because I already paid before, not to mention my rate would not amount to that number that was pending. Nonetheless, they advised to keep monitoring and contact Amex if it posts. A couple days after I check out, the incorrect amount posts along with the incidentals for my stay, which was a separate amount that I did not have any issues with. I had contacted the hotel by both calling and via email, and they did not assist, they also did not open the email. I opened a dispute with Amex and as previously mentioned, hotel accounting sent Amex the previous guest's room folio, who stayed in the room I stayed in, illustrating the fact that their room charge and room incidentals were charged to my card, instead of theirs, also illustrating the hotel's gross negligence, not to mention accounting or whichever department's blatant fraud attempt. Amex of course rectified the situation and like myself, the agent assisting me was appalled by what was submitted by the hotel.

Aside from this severe mishap, the hard product of the hotel, while visually appealing, is lacklustre for a property of this calibre. The elevators are slow, and while the rooms are soothing, the layouts are awkward and too deep. The lack of extensive customizable lighting options are frustrating to the point I just gave up trying to find a comfortable ambiance. The developer selected a digital dimmer system but it's clear they wanted to cut costs and only added controls for select light fixtures; it would be preferable to use most cost effective controls and in turn, offer more lighting control options. The TV is too small but the linens were comfortable. The linens, while extremely comfortable, were frayed and torn in some areas.

Overall, while this stay was comfortable in certain areas, I found the overall experience to be beyond unsatisfactory. However, I am willing to give it another chance given its...

My most recent stay with Rosewood Hotels in Vancouver, Canada was unexpectedly disappointing after a few uncomfortable interactions with some hotel staff members. Despite the amazing customer service from our room attendant, front desk, and servers at the lobby bar, several encounters with concierge and one valet staff member tainted the entire stay. I previously stayed at Rosewood San Miguel de Allende, and had a magical experience with the most incredible customer service, and it prompted me to book again with Rosewood in Vancouver. Unfortunately, my stay in Vancouver was unhospitable and unpleasant. On our second day in Vancouver, we had an unfriendly experience with a valet staff member. My sister and I ordered an Uber to take us to Kitsilano Beach. We entered the valet area, directly from inside of the hotel.  The valet staff member asked us if we called an Uber and I said “yes.” After a few minutes, I received a notification that the Uber arrived, however, I could not find our driver. I tried discerning the live map on the Uber phone app, but I needed help because I am unfamiliar with area and the hotel was on a corner. Admittedly, I was a tad disoriented about the cross streets.  I tried to ask the valet staff member for help, by attempting to show him the map, and asking “can you show me in what direction this Uber is parked at?” The valet staff member cut me off, did not look at the map, and snappily responded “I don’t know where he is, you can always contact him.” I was taken aback because the valet staff member was clearly unwilling to help a hotel guest.  It should be noted that he was not busy or in the process of helping any other guests.  This staff member literally watched us try to discern the map, zooming in and out and then walking to end of the entrance to look for the street names.  Additionally, on our last day, this same valet staff member was present when an uber picked us up in the valet area.  This valet staff member walked us to the trunk of the Uber and then watched my sister struggle to load her luggage into the trunk. Again, he did not help. After finishing at Kitsilano Beach my sister and I returned to the hotel and entered the elevator. A male staff member from the concierge desk rushed into the elevator as the doors were closing and informed us that “you need a key to go upstairs.” We showed him our key and then gestured to the buttons to show him that we already scanned the key and pressed our floor (11th floor). The staff member then made awkward small talk and got off on the 10th floor. There were no other hotel guests in the elevator. On our third day, my sister and I were returning to the hotel and a female staff member from the concierge desk stopped us from entering the elevator and tried to determine if we were guests staying at the hotel.  She asked us “where are you going?” We looked startled and puzzled because my sister and I were mid conversation headed directly to the elevator. We did not stop at the concierge or head to the desk.  It seemed awkward that this concierge staff member interrupted our conversation to make such a mundane inquiry. Upon seeing our confused facial expression, the staff member scrambled and said “are you going to Reflections?” We explained that we were going to our room, and showed her our key. This was our third questionable interaction at the hotel, and it had a “pile on effect” making my sister and I feel unwelcome and uncomfortable. The next day I attended a work training and dreaded returning to the Rosewood hotel because of the possibility that I may have to yet again prove my right to be there. Rosewood has a reputation for first-rate, excellent hospitality, which I personally experienced in Rosewood San Miguel de Allende.  However, the rude and unwelcoming customer service from the staff members at Rosewood Hotel Georgia, spoiled my trip to Vancouver, and soured the Rosewood reputation. Thank you for taking the time to read about...