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5 star

Shangri-La Vancouver
4.6/5117 Reviews

Shangri-La Vancouver

Downtown Vancouver|1.11km from Denman St
We decided to go to Vancouver for Christmas and new year 2023 with my family. the snow had made it extremely difficult to get to Vancouver from Atlanta Ga and to connect in Toronto. WestJet lost my wife's ticket and even though she held the ticket to the plane, they would not let her in. so we got separated. my wife found only one ticket the next day so she insisted that I go so we can be actually together on Christmas. I took all the luggage and my passport and headed on to Vancouver. after 9 hours, including a 3-hour delay on the runway, I arrived at the hotel at 3 am. I can't tell you how miserable I felt.  I was sleep deprived, hungry, and emotional as I did not have my family on Christmas Eve and ETC. Nonetheless, I was happy to arrive at the hotel, so I can take a shower and order some food. I went to check in and showed my passport and it was all good until James asked for my credit card. I took my phone out to tap for accidentals since all my cards are on my apple pay. He said I have to have the actual card if I want to sleep there tonight. I told him we have fully paid through Expedia for 9 nights and my wife has the physical cards, but she'll be here in the morning. James said it was hotel policy and I can't even be on the property anymore. i asked to speak to the manager and he yelled at me ”I am the manager”. all of a sudden two security guys show up and I was speechless. these guys did not say a word. although I felt like they felt sorry for me.  I could not believe how we got escalated this far. So after 10 minutes of trying to reason with James, he agreed to let me sleep on a two-person couch in the basement lobby. they had good couches in the main lobby. but he said I have to be under his supervision. at 6 am he woke me up and I have to get up as guests were arriving. I told him I was one of his guests and he said we'll see. The next day, the day manager said hello and heard what happened. That was literally it. they all moved on. So to be clear, we had paid in full to a Forbes 5-star hotel, and this hotel treated us like nobodies because i did not carry a physical card at the time. I understand you have policies, but whatever happened to customer service? How much damage can I do? you cant have a 25-year-old guy in a black suit run your customer service department who lacks simple principles of customer service and understands the grey in black and white policies.  Honestly, this probably falls back on corporate's lack of training and lack of recruitment of top talent. I really hope that the brand manager reads this review and does something about it. 

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Top rated hotels in Vancouver

Searching for hotels near Denman St? Compare room rates and reviews to find your ideal stay.
Carmana Hotel & Suites
4.5/548 Reviews
Downtown
Very good, the hotel is in a good location, right in the city center, the suite rooms are spacious and comfortable, with kitchen utensils to cook dishes, Cantonese restaurant in the downstairs, opposite the big supermarket, family travel is also suitable.
The Sutton Place Hotel Vancouver
4.3/5109 Reviews
Downtown
We loved this hotel. It was clean, the staff was friendly and very helpful. It is well located and walking distance to everything. There was an error from our third party booking agent, and the front staff looked into it, and called me up immediately to tell me it was rectified. Thank you.
The Sylvia Hotel
4.4/5106 Reviews
Downtown
Breakfast is superb, not taste, is the location of the restaurant, directly to the sea, the taste is Western food order, very good, with a tip of less than one hundred people, feels cheaper than other hotels to buy meals. In addition, this hotel has no relationship with Zhang Aijia. The hotel is the English name of the daughter of the architect more than 100 years ago. Today, Zhang Aijia’s English name is the same as the hotel name. It can be said to be a misleading hotel reservation. However, this hotel is considered to be a famous hotel. The local foreigner also knows it, probably because one of the few hotels on the edge of English Beach, except for the old elevator, it is quite good. The bed was quite big and the room was quite big. There is a parking lot, there may be a charge, I don’t know if I have not paid the bill.
Rosellen Suites at Stanley Park
4.2/5101 Reviews
Downtown
No breakfast, but there is coffee, it is very convenient to bring children, parking for 32 or so Canadian dollars a night, go out for a few minutes is a lively food street, the supermarket is also nearby, very close to the beach, go for a walk at night! I will go next time, if I bring my child! Yes, the highlight is the kitchen, everything is there, take the baby to the supermarket to buy the ingredients to roast a pizza to eat, the dish and the knife, the fork and the pot cup are more complete than my home, very good!
Loden Vancouver
4.8/5103 Reviews
Downtown
The location of the hotel is very core, next to the trump building. The hotel service is very good, with luggage, the front desk is very warm, and also introduced us to Vancouver's play places and food. After communicating with the front desk, I also changed the room with a bathtub. The overall evaluation was very good. The room was very clean. The only thing that is not very good is that the hotel can only be valet parking, 45 knives after tax, others are good.
Tropicana Suite Hotel
3.4/5102 Reviews
Downtown
I was in Vancouver for essential business. The hotel seemed excellent on the website, kitchen, sitting area, dining table with chairs, sofa-bed, free parking etc etc. Just beware. It is an extremely old unkept and dirty property. The bedsheets had holes, the countertop was soiled and broken. The tea coffee making facilities included a coffee maker and sugar, no coffee, no filters to use and very few utensils. No air conditioning but fortunately, the weather was pleasant so had to crack the windows open to be able to sleep. The cherry on the top was the rude and ill mannered night clerk who checked us in. Unbelievable that someone so rude and with a frankly racist attitude could be hired in Vancouver, a city made of ethnically diverse population! And in COVID times, the guy was not even wearing a mask while checking us in while I had my double mask and shield on. He also refused to give us a scond set of keys. Never again wil I rent this property and I warn others too. Keep away!

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