The Westin Grand Vancouver

Difficult Stay

Our 4 night stay started on a Friday. Our room was an Executive King Suite reserved 5 months prior. Room 3100 was a top floor two room suite - King size bed that shared the bedroom wall with the Service Elevator! Our first afternoon/night - the hotel was "Out of Towels" - there was the usual - "its not us, its our vendor" excuse - but seems no one knows how to go purchase towels at a store for their guests. They said they would arrive sometime on Saturday. Which they did - but only two small hand towels - not quite the expected Starwood experience. That first night - all that was heard in the bedroom was the sound of the Service Elevator pulley equipment - sounding like a muffled lawn mower with a distinct clunk when the elevator stopped at each floor. Saturday morning we wanted to move room, but none were available for the whole weekend - so we were kind of stuck. The manager on duty said he sometimes received complaints about the room - and would try to compensate us for the experience. He was "off duty" Sunday & Monday - as were the other Managers that had any authority to do anything about it - Holiday weekend for BC - BC Day. As of Thursday - my "guarantee" of someone contacting me on Tuesday when back holiday has not occurred. The Hotel is decent enough - but the staff is POORLY trained in resolving issues. There are only 2 elevators - so if the hotel is busy - plan on up to 8 minute waits for a car. The only shining star was Jessee in the restaurant. His service was amazing, remembering our names, food choices, and coffee preferences in a sold out 250 room hotel weekend. The management and desk staff should shadow him to learn about hospitality.

Poor service

When we first entered our room, we noticed a very strong smoke odor in the bathroom of our room, of what was supposed to be a non-smoking hotel. When we pointed this out to the hotel staff, they were slow to place us in another room and never apologized for the problem. The room was also much smaller than expected.

Great location, service lacking

I arrived at the hotel early from a cruise. I was impressed with the promptness and professionalism of the staff. The hotel is in a great area and close walking distance to everything we wanted to see (Chinatown, Parks, Shopping, Museums, etc). We arrived at approximately 1:00 pm and check in was not scheduled until 3:00. The receptionist suggested we go to lunch and come back in an hour and the room should be ready. We arrived back at 2:05 and were informed it would be another 35 minutes since they just started cleaning the room. We had some friends in the hotel so we took off and came back at 3:00, the room was ready. Wanting to see a movie we left at 3:15 and arrived back around 6:30, we finally called for the luggage to be delivered at 8:00 (the receptionist took the luggage tag at 1:00 to have it delivered to the room). Temperature in the room was never comfortable; it was either too hot or cold even though we never adjusted the thermostat. Water pressure was horrible and the cleaning crew kept flipping the master power switch so nothing in the room would work. I had reviewed all prior comments prior to booking the room. I should have paid more attention to them since it would have save some frustration. When checking out, my balance was 0.00 (remember you have to prepay for the room). Today, a 70.00 charged hit my credit card and I have no clue what it is for. If you are willing to deal with some frustrations, this is the place to stay, location and view. Avoid the restaurants due to price and quality of food.

Needs Improvement

The location was great, and within easy walking distance to downtown, Gastown and Yaletown. The corner room arrangement was nice, as well as the kitchenette. However, the Heavenly bed was not "Heavenly"; the comfort was on top and not underneath ones' body. Also, having stayed five nights, we requested a three hour courtesy check-out; they wanted to charge for one and one-half hours of this time. We are still in search of a better bed.

OK

Hotel suite was a little cramped for 4 people -- we were expecting a room with 2 queens, but instead got 1 queen with a pull out sofa. Room was very cramped. Concierge's were not well informed about area restaurants -- highly recommended a place that was terrible and also recommended a restaurant that was no longer open -- after we had walked all the way down to it. Didn't know anything about the ferry service, but were helpful in getting information to us although it was too late. Hotel room was clean. Fitness center was awesome. Didn't try restaurants.

needs improvement

The price I paid for this room, i expected free parking,king size bed, and a balcony. I didn't get what they say they offer. When i told the front desk clerk, there might have been a mistake, the front desk clerk talk down to me, like I don't know anything from a king size bed to a queen. After being rudely treated, i didn't even bother to mention not getting the balcony that i paid extra money for and just left. otherwise the room was clean and had lots of sun shining through, which was very nice.

Good location

The hotel location was reasonable...it was on the far end of Robson Street so you had to walk several blocks to reach main shopping/dining areas. We have stayed at Westin in the past (usually Hawaii) and were disappointed with service and cleanliness of this location. I guess it is the difference between a resort and city destination. I will probably try other hotels before I go back here.

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Great hotel, but the elevators are horrible

Ok, I know it's a little OCD of me, but this hotel is quite large and only has 2 elevators. I waited, on average, 7-8 minutes each time I used the elevators. Other than that, the hotel is great. The rooms are lovely, it's very convenient and the concierge desk is very helpful.

good deal turns not as good

bad air quality , luck of the proper air circulation. substandard quality of the bed sheets and towels. cheapest of the cheap hairdryer. minimum bath accessories : soap and shampoo. internet access : TWO computers in the business center , access charged on the credit card - minimum required. maybe nobody leaves home without a notebook anymore... random extra charges for a couple dollars here and there for "who knows what"