I'm a 22 year old business professional in Vancouver on business. This hotel was booked by my company and paid for before I had even arrived.
Walking up to the check in desk I was greeted by a man in his mid-late twenties with darker hair, I am unsure of his name but he told me that protocol need a credit card and ID in order to check in.When I asked he said he just needed an imprint, so I quizzed him again, just to be sure. Would he be putting anything on my credit card? After fifteen minutes of going back and forth I finally got my answer.
He wanted me to authorize the hotel to put a $300 deposit on MY credit card. My hotel was already paid for in full. I don't know if it was because I looked too young to be staying in a fancy hotel or perhaps he simply likes taking advantage of tourist. Or maybe he was just sexist? But there was no way I was letting the hotel put a $300 charge on my credit card, just because of 'protocol'. After, now nearly twenty minutes, the guy changed the amount fro $300 to $100. If it's company policy, how can this guy just magically change the amount needed? I sat in the lobby for 45 minutes of talking to my bosses, finally we decided to just put the $100 on my credit card.
I am unimpressed with the hotel's policy. Why tell me you need an imprint of my card if really you plan on charging $300? If I hadn't pushed for an answer, would he have just charged $300 to my card without me knowing? Isn't that fraud? Wouldn't I be in for a surprise when I walked down to get a bite to eat only to have my card declined.
This was terrible customer service, I don't ever plan on staying here again. Neither does my company, friends or family. Due to one employee's ill-judgement my entire view of this hotel is that is tained with bad experience. Sure it's a nice looking hotel, and yes it has a nice view. But when I'm travelling on business, I don't care about the view or colour of the carpet. I'm here to sleep and shower, but it's the employees that make me feel welcome that brings me back to stay again.
There are other hotels in North Van. I'd recommend staying there.
- Official Description (provided by the hotel):
- Pinnacle Hotel at the Pier is a full service boutique Hotel located seaside and minutes from downtown Vancouver. Our 105 elegantly appointed guestrooms blend contemporary decor, boutique extras and a hint of alluring local history. Enjoy breathtaking views, warm full service hospitality and resort like amenities which includes our 25 meter 5 lane pool. ... more less
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