It's a Best Western....in a sort of sketchy area....
15/05/2017 Trista A, Redwood City, California
As a former travel agent I understand that the Best Western brand is a franchise and for the most part is used for brand recognition. I had hoped this Best Western would be more on par with the Best ... more
As a former travel agent I understand that the Best Western brand is a franchise and for the most part is used for brand recognition. I had hoped this Best Western would be more on par with the Best Western in Victoria or the Best Western we stayed at in Lake Tahoe or Pismo Beach. This is not that. It's a large scale hotel that has a convention centre space inside as well as a restaurant attached to it. When we arrived on a Tuesday evening around happy hour and found the restaurant pretty empty that didn't bode well. Our initial front desk staff was polite but curt and not particularly warm or friendly. When we got to our room (which was quite nice, decent view, comfy bed) we found the wifi password did not work. When I called down to the desk to ask the person I spoke with sounded almost accusatory in his tone. When I was given the correct password he mentioned they would send up a new sheet for the directory (3 days there and this was never done). The stretch of Granville St this hotel is on is rough - it's seen better days and come nightfall there are lots of clubs (mostly punk, metal type places). There is a mini mart across the street however it doesn't open until 8am which seemed crazy to me. The hotel could stand to improve their customer service and perhaps consider including a deluxe continental breakfast (we found that many surrounding restaurants weren't open for breakfast). We wound up having breakfast both mornings at Tim Horton's (not my idea of vacation breakfast). I would be hard pressed to stay at this hotel again based on our recent experience. less
Best Western PL... C, General Manager at Best Western Plus Chateau Granville, responded to this review
Thank you for your comments. We are sorry to see you express disappointment with your stay at the Best Western Plus Chateau Granville Hotel & Suites & Conference Centre.
We pride ourselves on our customer service. We regret to hear that you felt our front desk team were not concerned about your experience. We are sure that was not their intention.
Being in the heart of downtown there is a certain level of urban activity that takes place. We are commended for our proximity to the city’s attractions, restaurants and public transportation.
Thank you for your feedback in regard to the room. We are pleased that you enjoyed the bed and the view. We will inform the housekeeping in regard to your comments about the Wifi.
Our restaurant, the Edge Social Grille & Lounge offers a variety of choices from our a la carte breakfast menu served every morning at 7am. We regret that you did not have the opportunity to experience this this.
Your feedback is important to us as it helps us to see where we can improve further to delight our customers.
Thank you for choosing our hotel and we hope that we will have the opportunity to welcome you again in the future.