Times Square Suites Hotel Vancouver — Hotel in Vancouver

UPDATE - In Response to the Owner's Response

I’m extremely disappointed that your response mischaracterizes what actually happened during our stay and that your staff continues to gaslight us about our level of communication the night we discovered the stain and at checkout the morning after.

To clarify the facts: as soon as we discovered that the fitted sheet appeared dirty, we immediately called the front desk and were met with no response. We also sent someone from our party down to the front desk to check whether there was anyone who could help us change the sheets. We saw someone at the front desk and 100% communicated that there was an issue we needed help with. This was absolutely not the “general inquiry” that you claim it to be. The staff member then responded saying he was a part of the security team and that there was nobody who could help change the cover until the next morning. My friend was left to sleep on what appeared to be a brown stained mattress without knowing what it was.

At checkout, our concern only appeared "informative" because your staff showed complete indifference to our legitimate complaint. We were urgent when we needed help the night before, but by morning we were dealing with staff who clearly didn't care about our subpar experience.

While you may have explanations for the stain, that doesn't erase the 24 hours my friend spent not knowing what it was or the distress of having to sleep on it. Your $50 offer and dismissal of our request for partial compensation shows a fundamental misunderstanding of the impact this had on our stay and the dissatisfaction from our party regarding the poor attempts to address our concerns only after the initial review was posted.

It’s concerning that your response suggests this matter has been "resolved" when it clearly hasn't been addressed competently. Even if the stain was simply caused by a rusty mattress frame, every single effort from us to bring up this issue has been met with absolute indifference and frustrating attempts to distort and deny the facts when all we were hoping for was a simple apology and acknowledgement that things could have been handled better.

Misrepresenting what happened doesn't solve the real issue: your lack of responsiveness when guests need help and empathy when things go wrong.

Future guests should be aware: if issues arise during your stay, don't expect timely assistance or understanding from management when you need it most.

INITIAL REVIEW

Stayed here with friends last weekend and it was absolutely awful. When we pulled out the sofa bed, there was a brown stain right on one side of the mattress - completely disgusting. Called the front desk but no one was available to fix it, so we had to manage.

The worst part? When we complained at checkout, the staff couldn’t have cared less. No apology, no offer to make it right, just complete indifference.

For what we paid, this is unacceptable. Basic cleanliness shouldn’t be too much to ask for. Save your money and stay literally anywhere else in Vancouver - this place is gross and the service is terrible.

Avoid...

That Seniors Home Vibe

On paper the Times Square Suites seemed like the home away from home that my girlfriend is always asking for when we travel—a serviced apartment with a full kitchen and, as an added bonus, a Safeway supermarket almost directly across the street. But as the saying goes, the devil is in the details, and the many niggling details at this property added up to a less than positive stay.

Kitchen

Our studio suite had all the kitchen appliances that you could ask for. The only problem was that none of them were particularly modern. The dishwasher, microwave and drip coffee machine in particular were so dingy and yellow that we were afraid to use them. Fortunately you can get your coffee fix at the Starbucks right beside the main entrance, or across the street at a friendly local café—which also, by the way, serves a hot breakfast.

Bathroom

The bathroom was small but functional, but again… old. A low-flush toilet was the most modern fixture present. This is when we started wondering what this building had been in a previous life. Seniors home was the prevailing opinion.

Bed

Here was the most perplexing aspect of our room. The building backs onto an alley which got loud late into the night on the weekend. And it so happened that all the windows in our studio suite also faced on to the back alley. Can’t be helped, right? To aid with circulation the owners installed an in-window air conditioner, but for some bizarre reason chose to put it directly behind the bed. Thus, the A/C did a fantastic job of cooling the back of the headboard; but didn’t circulate any fresh air beyond that.

Verdict

Times Square Suites was a practical choice on paper but in person, the aging appliances, uncomfortable furniture and an overall lack of thought added up to a decidedly less than pleasant experience. Not...

Had an amazing stay here, started with my husband not reading on how to get in the building (need to buzz to get in) and a wonderful lady came and helped us in and got us checked in -early I might add. Check in was a breeze and the staff were super friendly. The location is everything- bus stops less than a block away, Safeway kitty corner, english bay within walking distance, lots of food and shopping all around.

The room we had was clean, separate king size room, a “tiny” room with twin bed (I’m sure this room was an afterthought as it was very small, but non the less worked perfectly for our teen, while the other slept on the foldout. Room had a kitchen with dishes, table, dishwasher, microwave, stove/oven, even washer and dryer. Extra towels, pillows and blanket were already in the room. bonus- shampoo/conditioner & body wash was in full refillable bottles

The rooftop patio, (downfall is you do have to climb stairs, so not accessible to all) but it was beautiful, I can only image in the summer with all the plants and flowers. There are tables, lounge chairs and bbqs to use, the view is decent but it’s not a super tall building to see everything. It was covered and we quite enjoyed eating pizza up there!

The one morning my husband was struggling with coffees and the key fob- I’m sure it was a sight to see!!- and the staff buzzed him (again) which was super awesome

We didn’t drive but there is underground parking available and checkout was a breeze. We’d definitely stay again if in the area!

There was construction next to us - we were not really around much during the day to hear too much of it but the hotel did supply hear plugs to. And from our room the traffic was pretty quite considering walking around outside we constantly heard...