Do Not Use Them
10/10/2019 Michelle C,
We held a company meeting at this hotel for two days. The meeting space smelled of mold, it was not set up on the first day, the HVAC for the room did not work (Not Working written in sharpie on the t... more
We held a company meeting at this hotel for two days. The meeting space smelled of mold, it was not set up on the first day, the HVAC for the room did not work (Not Working written in sharpie on the thermostat box), they did not provide water and coffee as requested, the outlets in the room did not work and they did not have an electric cord so we had to provide our own, there were no connectors for our laptops to their TV (and i was told there would be). Two of our people requested different rooms due to thermostat not working and a large amount of spiders in their rooms and were told no. No one came to fix the thermostat or address the spiders. We sent emails canceling two of the rooms well before the cancellation deadline and were told they were charging us for no shows for those rooms. I spoke to the area general manager and she refused to comp the conference rooms even though I was told by the front desk manager that the first day would be comped. When I discussed all of these issues she stated they were never made aware of the issues, which is completely not true. We talked with several employees at the front desk about all of these issues for two days. Not a good experience at all and I would avoid this place like the plague, especially if you are thinking of holding a business meeting there. less
Best Western Pl... S, General Manager at Best Western Plus Vancouver Mall Drive Hotel and Suites, responded to this review
Good Morning Michelle,
Again, I do personally apologize for your experience and regret that we could not come to a better solution. As it was explained, while we are happy to accommodate early meeting setups, our typical check in is 9:00 a.m. When your staff came down and asked us to open the meeting room at 7:45 a.m. our front desk agent had thought it was to examine the layout of the room and get their materials together. We were extremely surprised when the presenter had come to the front desk and stated setup had not been completed when we had available staff on duty. Thank you for this feedback as we are now putting different procedures into place to ensure this never happens again. I do apologize you feel that the compensation offered to you was not adequate. I do apologize as it sounds as there may have been a mis-communication when you spoke to the front desk manager and requested a full refund for both days due to this issue and she had stated to you that she would speak to someone in upper level management before she was able to do this for you.
I do realize it is extremely hard to understand the situation as you were not on property and situations are only being relayed to you. The presenter was having difficulty working the heating and cooling unit in the meeting area, but once our front desk manager came in and assisted her with the use of the unit, we found it to be within working order. We are confused as we did not see any notes attached to the unit while we were assisting the presenter with using the unit. As we spoke, I did advise you that during my time there we provided three air pots of coffee to your meeting area with water available at the beverage station. During our conversation it does sound like you were asking for individually chilled bottles of water rather than water available by dispenser.
I do apologize you were under the impression there would be connecters for your laptop and other electronics as this is not something we typically supply, or have on property. This is not something we had ever been asked for while renting a meeting space so I was very surprised and saddened to hear we did not meet this expectation.
Per our conversation, the presenter on property had requested reimbursement for the guaranteed rooms on the day the guest was supposed to check out. I do understand the frustrations, but we did hold those rooms in anticipation of arrival of your guests and in turn; we also turned away other guests looking for room at our location. Thank you for letting me know there are emails involved, as we usually have cancelations for rooms occur over the phone, I was not made aware I was looking for an email when we spoke about the guests that had not arrived. I have gone into length searching our email system for emails asking for a cancelations of those two rooms and had not found any from your email address. I would be happy to follow up on this situation for you; please feel free to contact me anytime regarding this situation.
Again, I do apologize for your experience; if there is any additional way we can be of assistance please do not hesitate to contact us.