Best Western Plus Vancouver Mall Dr. Hotel & Suites — Hotel in Vancouver

The attitude of the entire staff (other than Michael I think his name was) was negative the entire time we were there. The whole check-in experience was really uncomfortable. I get that everyone has off days, so we didn't really give it too much attention. However, over the course of our stay, in the times that we had to interact with the front desk, it was very uncomfortable and we started getting hesitant to even ask them a question because they looked like they were either upset or annoyed the second someone approached. It all was extremely tense for some reason. I'm not exaggerating when I tell you that they barely smiled. I saw the same behavior with other guests too, and even heard guests commenting on the "bad vibes".

Then the worst happened, and one of our cars was broken into while parked on the west side of the building. Whoever did it somehow managed to jimmy the trunk open while scratching up the rest of the car, and took about $1500 worth of valuables, company equipment, and sentimental items. We discovered this when we got to our destination, and immediately called the hotel on Saturday (6/13) after we had checked out. The person answering the front desk said that he'd have the manager call us ASAP on Monday morning and took down our information. Monday rolled around and we hadn't been contacted yet, so I called the hotel around 1:30pm to ask for the manager to figure out our next steps and if we needed to do anything on our end.

The woman who answered the phone sounded extremely annoyed upon answering, and when I asked to speak with the manager concerning the car break-in, she told me that the manager was in a meeting, but she leaves at 3pm so I'd have to call back and TRY to catch her in the 30 minutes before she left if I wanted to talk to her at all. I explained that we had left a message on Saturday and were told that someone would call us back and have been waiting all day, and the whole thing was kind of urgent and we just really needed some support from the hotel, as we were still reeling from the loss of our stuff. We had some sentimental stuff that was stolen that was made by one of our now-deceased friends, so we are heartbroken still over it. Instead of literally any kind of empathy or professionalism or apologies as you would expect from a hospitality business or literally another human being in general, this woman on the phone talked to me like I have NEVER been talked to in my life. I honestly don't think anyone has ever been this rude to me for absolutely no reason, completely unprompted. She immediately got defensive and said in an extremely sarcastic tone "Yeah, someone will call you back, I promise" and then proceeded to tell me that "It's been a busy day for us here, we have stuff going on here too, so...".

I literally didn't even know how to respond to that so I just said thank you and hung up. I actually cannot believe that that was how we were treated. Not an ounce of empathy or anything. All I wanted was assistance from the hotel about next steps, and it was shown to me that they don't care at all. She made me feel so small, and bad for even trying to contact them.

When I finally called back, the phone rang and someone picked up but didn't say anything, and when I said "Hello?", I was hung up on. I called back after a minute or so, and the manager herself answered, so I suspect that was intentional. The manager sounded annoyed, and asked me again for all the information like it was the first time she was hearing about the whole thing even though we had left the details on Saturday. Again, no apologies, no empathy for the situation, she just wrote it down and said that the police will have to come get the tapes and that she can't give me anything else and that was it.

This whole thing has been an absolute nightmare and feel completely jaded. We've still received no response back from BW and it's been 2 weeks, so there's that. Avoid...

I brought my family of 6 out on our first full family vacation. The facilities were acceptable, over priced, but acceptable. However, the staff at the location was absolutely horrible.

Where to start... Lady at the front desk copped an attitude with any and every request we had to make. There was not enough towels in the suite for the number of people, and we had to request multiple times to even get more. Had to sign up for the pool use even though they didn't follow this list of absurd rules they decided to put in place. Then when I asked why, I was rudely responded to with "didn't you even read the rules?" While explaining they were not even following their rules, the Lady decided to cut into our conversation to help the person behind me and let his non signed up group also go to the pool, even though they were over their self imposed limit they allowed yet more non signed up people to enter. They wouldn't even give us enough pool towels for the number of people we had swimming, we had to share 4 between 6 of us.

The complimentary breakfast was bad, not to mention they were out of stock on the breakfast items listed on the sheets that we were required to fill out for the breakfast with what we wanted, for example, 5/6 of my family members did not get their fruit choice. There is also practically no where to eat in the rooms, but they make them in a to go container expecting us to not eat in their restaurant. Only 4 tables with 4 chairs available, and most of the times they were in use. Then when I asked the front desk what we are supposed to do with the containers from breakfast because the tiny trashcan wouldn't hold them, and since they didn't bother to clean the rooms during our day out, she handed me a large black trash bag and told me to take care of it myself. We had to make special requests for them to clean the room, and after we requested our room to be cleaned and they only took the towels and trash, (but not the big trash bag of 2 days worth of breakfast containers - you can imagine how awesome that smelled) leaving the room still a mess. The cleaning staff didn't even bother to make the beds. I'm used to tipping $5-$20 per night for the cleaning staff but needless to say this time I will not be leaving anything.

This was the worst hotel experience I've ever had at any hotel, and to put my entire family though this type of treatment was not worth all of the money I spent for this sub par location. I will not be going back to a best western anytime in the near future because of the lack of hospitality this location...

8/10-8/11 Room 120 bottom floor across from the pool. Heavy chlorine smell in the hallway. The temp on the A/C was at 72 when we walked into the room. It did not feel like 72. Very humid and warm and reeking of chlorine. I changed the A/C to 70 and we left for dinner and activities. When we returned there was no change in the temperature. The A/C never kicked on one time. The inside back of the refrigerator was completely frozen up. The front of the refrigerator was barely cold enough to keep our food from spoiling. I put the ice bucket full of ice in the refrigerator to try and help keep it cold. The pillows were squished into little squares with the pillowcase tucked in. What? What happened to full size pillows? The light above the sink would flicker as if the bulb was going out. Micro shampoo and conditioner bottles. How is that for 3 people? Upon us checking in, we had asked if we could upgrade to a double King room and was told that the hotel was booked up. This is why we did not go to the desk and complain about our room conditions. We knew that we would not be able to change rooms as there were several baseball teams there. As we checked out we let Amy the front desk manager know of the issues we had. She grabbed a maintenance card and marked things off. I asked for a receipt. She said she doesn't have one that we paid online and to have a good day, thanks for your stay. We had Olive Garden leftovers (not cheap) and authentic homemade Hawaiian food from a family baby shower. Had to use ice to keep cold in the refrigerator. No A/C with the smell of chlorine and terrible humidity from the pool. Thanks for the hospitality. Awesome.

EDIT in response to the response below..

"Discover contemporary style, comfortable accommodations and convenient amenities, such as complimentary breakfast at most locations and free Wi-Fi. And with the added value of an award-winning loyalty program, Best Western Rewards®, you can focus on what matters most – a restful and productive stay" No working refrigerator. Overwhelming smell of chlorine and horrible humidity from not having a working air conditioner. How is that a restful and productive stay? We paid for a service that we did not receive. How is that comfortable accommodations? It was horrible sleeping in swamp conditions and then having to drive 4 hours home. This hotel is the...