When we arrived at the hotel there were two receptionists on duty, both were with customers, one awkward one endlessly chatting about the day they'd had. I felt we were kept waiting too long (chatty ladies should really notice when a queue is forming behind them). Tired and aggravated I didn't accompany my boyfriend to the desk when it was our time to check in.
On the way to the room he remarked that "she seemed shocked we were in the deluxe suite". We were dishevelled post-flight, but surely that's not unusual!
We checked out the morning of my boyfriends birthday. I woke really early and jumped in the shower, midway through the hot water went stone-cold, not amused and concerned the hotel might have a bigger problem on their hands I called reception. They said they'd look into it and call me back. Twenty damp minutes later the night manager phoned the room offering what in his words was an unconventional solution; a shower in an empty room down the hall. I wasn't that thrilled of having to wander around in a dressing gown with wet hair but I didn't have much choice, my boyfriend figured he didn't either. The night manager said it was probably a localised boiler issue and wasn't because it was so early.
Now, what has bugged me ever since is that our morning was REALLY disrupted. I would have expected a class act of a hotel to send up something to put our morning back on track; a breakfast muffin, orange juice, something of an apology which would put a smile on our faces and make us think 'yeah this was worth the money' but they just left us to it.
On checkout the receptionist asked if everything was ok.
"Yes lovely, apart from not having hot water this morning."
"Awwwe, well I'm sorry enjoy the rest of your trip" was the insincere response (we learned on this holday there are not many hotel receptionists capable of any other kind of response to negative feedback on check out.
"And on my birthday" my boyfriend added.
The receptionist smiled, we didn't. We left feeling kinda meh.
When we got home a letter from the hotel was waiting for us. I imagined it was the token of apology I'd expected, but no, it was a letter saying they'd charged our credit card for a bottle of wine we didn't have. A simple email got it removed, but again their response was very underwhelming.
The hotel building and its rooms are gorgeous and impressive. Its service didn't really match its grandness nor its price. We found the location perfectly fine. Maybe we would have got better customer care if we were the well-groomed, rude go-getters they probably prefer staying in their hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for taking the time to share your experience of Rosewood Hotel Georgia with the travel community here on Trip Advisor.
Please accept my apologies for the shortcomings in service and attention to detail that were very much absent during your time with us. We had several opportunities to make this special occasion for you and your boyfriend even more memorable and we certainly fell short of anticipating and reacting to the moments that were presented.
The candour of your comments and the details identified provide us the opportunity for specific improvements and we will embrace this challenge wholeheartedly.
Thank you once again for taking the time to share your experience.
If and when your travels bring you back to the beautiful city of Vancouver, we hope you allow us the opportunity to demonstrate the intuitive, gracious and engaging hospitality Rosewood Hotel Georgia is known for.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.