SLV 2021 prob handling 20-60%

SLV 2021 prob handling 20-60%

How would you rate the way the problem(s) was handled? (Did you experience any problem(s) on this visit?)

Review created

Guest name

Please share more information about your issue and how it was resolved. (Did you experience any problem(s) on this visit?)

31/12/21 18:43:09

Brittany Labadie

60.0

Issues with nespresso. Machine not changed. Never worked right. Reported it twice.

Your wifi went out for hours due to service and I was not notified and you had no accommodation. It was a meeting diaster for me and my team. The room was either very cold or no air at all. Both my friend and I ended up catching a bad cold after 10 days at your hotel. Many issues that shouldn't be present at a hotel of this calibre. Safe required service, light bulbs were buzzing and needed to be replaced. bathtub shower head was shooting water from the base that resulted in my jeans getting soaked before a dinner.

20/12/21 03:06:53

CMO

20.0

19/12/21 13:50:59

Gloria Carlos

60.0

06/12/21 18:05:02

Praneil Kainth

40.0

12/11/21 23:06:30

Leesa Hughes

60.0

It was my husbands birthday and your manager sent a card to me.. when I explained it? Nothing happened by way of an apology,

My party and I would have appreciated some recompense since the power in both rooms were turn off from 12am-5pm. This affected our overall enjoyment of the rooms especially since we were there for a single night. The vaccine mandates were not made clear during reservation. We were partially vaccinated and were not allowed to use ammenities. Bathrobes removed including our IDs in the pocket. Problem handling took very long time - our travel plans for this day spoiled. Traveling without IDs in Corona regulations not possible - high emotions within my family as in case of IDs not found we had to cancel our holidays ! In my room, 1406, the vanity mirror light was faulty as it would flash when turned on, and the shower light would flicker when you tried to dim the bathroom lights. Issue was unresolved as I was only there for one night. I don’t believe a vaccine passport should be required for the use of your spa, I decided to go to another spa as to not support this rule that mandated at other spas. I couldn't get a massage in the spa. The TV setup was second rate. You need apps that enable guests to log on to streaming services like netflix. Chromecase connection is not good enough.

03/11/21 21:53:13

60.0

01/11/21 05:14:22

Andrew T

20.0

28/10/21 02:37:57

Albert Seif

40.0

25/10/21 06:27:44

Shahsofly

60.0

22/10/21 16:58:57

40.0

20/10/21 22:15:19

Don Tapscott

20.0

12/10/21 15:21:55 06/10/21 22:10:38 05/10/21 07:28:48

Donald Monk Michael Geddes

60.0 40.0 60.0

Wi-fi seemed slow in certaim areas of hotel

Showed up for breakfast at 1040, they said they were done serving breakfast and wouldn’t seat us

Stain on duvet sheet. Duvet was replaced.

The elevator was not in service for a few hours one morning. It was resolved by the afternoon but was very inconvenient that morning. Guest had to use the freight elevators to get up and down. they didn't have a good mattress they tuned the mattress over and that made it worst. i got up after two hours and struggled to turn it over. i didn't fix it but at least i could sleep.

27/09/21 09:02:42

Dwight Williams

60.0

24/09/21 22:22:36

dan Daneils

20.0

23/09/21 19:19:54 23/09/21 16:40:57 23/09/21 16:11:21

AB

40.0 40.0 60.0

Police and guns were here in the middle of the night but we were not notified by a call

John Wiebe

Closed pool hottub area during stay. Elevators took a while to get working

Warren Currell

I asked to have the temperature of my room set to 19 at night. That NEVER happened. I had to have people up to fix the tv twice. I couldn't shut the shower off. Being served rotten avocado at lunch is unacceptable. Tried to join breakfast at the restaurant, however after observing lack of social distanced seating I requested a seat at a safe distance and was declined this as an option.

23/09/21 02:49:07

J David Miller

40.0

21/09/21 19:09:09

20.0

20/09/21 17:35:20 15/09/21 20:54:13 13/09/21 15:25:34 07/09/21 16:18:57

20.0 60.0 40.0 20.0

Issue STILL not resolved.

R Mulyono

Check in on the first room and the 1st switch to a different room. Dining services issues.

Mathew

Ventilation issue

Mike Schmitz

It wasn’t resolved! Read above.

Service at Breakfast in the Restaurant was horrible. Worst experience ever. Took 1.5 hrs to get served and eat. Brought out the food after being ignored and they messed up the order so my wife was eating and i waited another 15 mins for my food. Meanwhile people came after us ate and left. Poor Customer service. Also server finally brought out our food and asked us if we wanted boxes to pack it up. Terrible experience!!!

03/09/21 19:07:32

Parm Bhangoo

20.0

03/09/21 15:52:22 13/08/21 20:24:42

Kyle Tait

20.0 60.0

Pool closed , not resolved. Hot tub was not hot , not resolved. Bath tub in room was underwhelming. Noise per above comment, unresolvable Left personal pink robe but was not recovered oddly

YJBL

We were placed on hold for quite a while when calling room service. This happened multiple times. Our order was simple: coffee with cream and sugar for two. Coffee with milk arrived. After waiting on hold we waited an additional 10 or 15 minutes. The waiter arrived with coffee, cream, no fresh cups and a single pastry (for two people) that was meant to placate us. There was no cutlery and no napkin. They attempted to make things right but we were done at that point. Room service didn't seem to know what they were doing. Their standards didn't match the overall hotel experience.

04/08/21 22:20:44

60.0

I’ve stayed with you a few times over the years. It’s prob been 5 years since my last stay. My experience was a lot different from the past. I’m in the hospitality industry so I do understand staffing issues due to Covid. But it was extremely hard to get ahold of your front desk at anytime. Calling to have our car ready was near impossible. The times we did get ahold of the desk they didn’t realize we called for our car when we got down to receive it. So we eventually just went straight down to ask for it. The valet people were very helpful. Everyone was polite. It just seemed under staffed. On another occasion my guest must have hit the do not disturb button on our room. That’s all fine as we didn’t need our room cleaned every night. But when we called down to order fresh towels and more toilet paper they sent up 1 roll of toilet paper ( which was enough for the night ) but only 1 towel. He specifically asked for “towels” for our morning showers. All in all the experience just wasn’t what it use to be. I always hold your hotel in high regards as the premier hotel. Where they always remember your name. Where they make you feel like royalty. yes I will come back. I just though rlly you should know how my experience was. Thank you.

03/08/21 20:34:41

Dom. T.

60.0

03/08/21 18:05:57 02/08/21 18:26:35 02/08/21 14:59:59

Jonathan

40.0 20.0 20.0

Room not ready upon arrival. Should have been offered upgrade.

Ben

Very poor lunch order as room service

Karam Kler

Ac issues

As noted, was just disappointed with room and really feel status program or booking on hotel website does not really provide any benefit, could actually be worse idea? When we told concierge about the stains on the duvet the promptly sent someone to replace it. Only problem was he took our sheets as well by never replaced those so we ended up with no sheets on our bed. The hotel restaurant Miatiao made me wait for 50 minutes for a pasta dish, they tried fixing it but it seems like a kick in the head, the dish they cooked in 5 minutes was horrendous! Pasta was uncooked and raw. It was horrible. Miantiao is the worst resto I ever ate in Vancouver

28/07/21 17:19:12

D H Taylor

60.0

19/07/21 04:19:21

Kyle

60.0

15/07/21 18:57:54

Sasha Galve

60.0

06/07/21 19:17:21

Janet Eviston

60.0

Do wish we were informed of the film crews!

When I arrived, it took a while to check me in because of systems issue and the same was with my check out. I had to provide receipts to the front desk to prove that I already paid for my room and incidentals.. have never done that before in a luxury hotel, very unusual. Problem with initial room. Air conditioning broken during record heatwave. Espresso machine was broken. TV kept turning off. I was moved to a different room. I mentioned my bad experience at above. 1. delayed check in time (not solved) 2. I was requested to check out at 1230pm instead of 2pm. After negotiate with the staff we agreed to check out at around 1330.

04/07/21 18:48:29

Redgie Salinana

60.0

03/07/21 14:38:33

60.0

30/06/21 20:36:08

Tam

20.0

24/06/21 16:33:06

Jacki Smith

60.0

Step up your game. Staff was to relaxed about their job. Especially your restaurant and bar.

Issue is regarding the new hotel restaurant. The new menu has very limited options for our preference of food and the kitchen is dishonest. We ordered a grill cheese to room service and one side was slightly burnt and the kitchen turned the over cooked side down and sent it. We ordered it again the next day and they did the same thing. We then called and asked if they could please make us the fried rice dish they have on their dinner menu and they said no. So we ordered Rigatoni and they sent us spaghetti and then when we complained they just said they ran out of rigatoni noodles so sent us spaghetti. The previous restaurant Market was always amazing and it’s a big reason why we choose to stay here. Unfortunately with the new restaurant we won’t be staying at the shangri la Vancouver again.

21/06/21 17:28:10

Richard

20.0

07/06/21 17:19:25

S.Singh

40.0

Pool booking done incorrectly as well as fitness center booking