I recently stayed at your hotel for two nights in early June, and I wanted to share my feedback regarding my experience. I waited for the hotel to send me a guest survey regarding my stay but i did not receive any, so here it is. Overall, there were some positive aspects, but I also encountered several issues during my stay.
Let me begin by acknowledging the positives. The location of the hotel was excellent, and I enjoyed the beautiful view from my room. The bell desk staff were very helpful and accommodating, assisting us with our luggage and even lending us a stroller. Additionally, the breakfast buffet at H2 was satisfying.
However, there were a number of problems that I faced during my stay that I feel need to be addressed. Firstly, on the day of our checkout, there was no water supply in the bathroom from 3 am onwards. The hotel staff suggested using the shower at the spa, but it was not feasible or convenient for us with a toddler in the room and a plane to catch later in the afternoon. This meant we had to endure a long day of travel without being able to shower. Even for simple tasks like using the restroom and freshening up in the morning, we had to go down to the lobby. The water supply was restored just before we checked out, which was frustrating.
Another issue we encountered was that all of our room keys, both physical and mobile, stopped working on the second day of our stay. We returned to the hotel around 9 pm with a tired and sleepy toddler, only to find ourselves locked out of our room. We had to wait outside until our keys were restored, which was an inconvenience we could have done without.
Furthermore, on the last day of our stay, the mobile key, along with my reservations for the hotel, disappeared from my phone. I had been using the mobile key, while my husband had been using the physical key. As a result, when I went out alone with my son for a quick walk, I was unable to get back into the room until my husband returned with the physical key. This was an unnecessary hassle and caused us additional stress.
Lastly, I would like to mention that the size of the room was quite small considering the high price we paid for our stay. It would have been more comfortable if the room had been more spacious.
In light of the inconveniences we experienced, I was disappointed by the compensation offered. A mere $50 credit for the water shutdown did not adequately address the extent of the inconvenience and discomfort we faced during our stay. We believe that for a hotel that cost us around $700 per night, a more substantial compensation should have been provided.
I hope you take my feedback into consideration and take steps to address these issues, as they significantly impacted our overall experience at the Westin Bayshore Vancouver. I look forward to seeing improvements in the future.