taxi driver told us it was a bad area, we didnt know it was this bad. As soon as we turned on Hastings Ave we saw a few hookers, bums everywhere. When we tried to check in they charged us even though we were booked with travelocity. I was worried bout that, but travelocity did not end up charging us so that worked out. When we got to the room it smelled bad, MILDEW! Turned on fan, opened window with no screen to let air out. Even with that didnt help after hours. Bathroom was size of small closet, broken floor tiles, old furniture. Pub was rundown and dirty. When we went outside there were teenagers smoking crack on the street. Horrible visit to beautiful vancouver!!!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
21 February 2012
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Thank you for taking the time to share your experiences as it is these experiences, both favourable and otherwise that help us to determine what is working well and where improvements are necessary. I will refrain from addressing your comments about the area as the vast majority of previously posted reviews have already indicated that the area contains a particular demographic characterized by lower income, but that does not affect the safety of the neighbourhood.
With regards to being charged at the time of check in, your credit card was pre-authorized not charged, as is standard policy at most, if not all hotels. This is the case even if the room has been prepaid through a third party (who is not responsible for incidentals such as long distance phone calls or room damages). As it is a temporary hold rather than a charge, a credit card associated with a prepaid room with no incidentals would have the pre-authorization released without any charges being processed.
Judging from the description of your room, it appears that you were assigned a room that was in need of attention from our maintenance department. If the reception team was alerted to this problem at any time during, they would have gladly provided you with an alternative room that better represented the high standard we strive to maintain. With regards to your comments about the room’s size, we do have a wide selection of rooms that range from small rooms with one double bed, reflective of the building’s era (Est. 1914), to rooms with two queen beds that are more representative of a modern hotel’s room size and style. Based on the room allotment that we have on the website you mentioned, I imagine the room you reserved was one of our smaller “Super Saver” rooms, which because of their low price tend to appeal to budget-minded travelers who as an alternative to hostel-style accommodation, prioritize privacy over space. If this is not travel style, you likely would have found one of our Standard Rooms more appropriate. Additionally, in reference to your comments about our furniture, we have tried to maintain the heritage feel through furnishings and the maintenance of the building’s original character. I apologize if this character is not one that you share a fondness for.
Again, thank you for your review. As it was written about a stay that was five months ago I am confident that we have since rectified the issues that you described, however, your comments and insights are still beneficial in assisting us with ongoing improvements.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC