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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Stayed 4 nights in room 1002, described as a deluxe suite. Very modern, generic and spacious room with an additional balcony seating area. Arrival goodies included half-bottle of wine, fruit, macaroons and welcoming letter; all were appreciated. Hotel was perfectly located for sightseeing. The room and communal areas were always kept spotless, the housekeeping team did a great job. Breakfast was hit and miss. For example, one morning 15 minutes after ordering, we were told that the kitchen had run out of what we had ordered (why it had taken the kitchen so long to realise couldn't be explained) so we re-ordered and were told that there would be another 15 minute wait as our order would go to the back of the queue, behind other guests who had arrived after we first sat down. Pretty useless service so one star deducted and we chose not to eat evening meals there. On the plus side was the concierge, Brendon Amiel. We got great recommendations from him and on one evening, he kindly arranged for a very nice car & driver to take us to our destination. Brendon is a great asset for Shangri-La and Vancouver.
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