In September 2012, we started an unfortunate journey with our stay at the Granville Island Hotel. We were booked for a 3 night stay as I was working nearby on the island. On day 2, we left the room and watched the room door close and click ‘locked’. Upon returning to the hotel in the afternoon, we discovered our room had been entered and a great deal of items stolen.
We went to the front desk to inform them of the incident. They contacted the police and proceeded to offer some assistance. They said that they would move us to another room, but regrettably the hotel was sold out. Interestingly at this time, they also pointed out that they had previous issues with vehicles being broken into just outside in the parking area.
The hotel staff said that the police were notified as well as the hotel manager. They clearly stated that the manager was going to come see us that evening. So we waited, and waited, and waited. Being a Saturday night, we did not expect the police to arrive until the following day. But where was the manager? After waiting over 2 hours (and exhausted from not having any dinner), we contacted the front desk asking where the manager was. Oh, she is not in the city. Erm, what? You said she was coming to see us and that is why we were waiting. Finally, after hours of waiting, we got a call from the manager who gave us a list of things to do to gather information for them.
In this process of being asked to wait in the room, there was no offer of complementary room service (given they were unable to accommodate us with a room change) or anything of the sort to extend some form of customer care besides the token ‘so sorry to hear this happened’.
The next day, the police arrived and took our statement along with a list of items stolen. They assessed the room and ‘verbally’ stated that the room door lock was faulty and that the thief did enter from the room door. They said that they would make this note in their report.
We addressed this issue with the manager before leaving. Quickly, their attitude changed and distanced themselves to avoid any sense of liability. Over the following days and weeks, they shuffled us off to their insurance company. The insurance representative took our information and got the police report. After some nagging to get a final response (months had now past), the insurance company concluded (in simple, blunt letter) that the hotel was not at fault and the case was closed from their end. When I asked how they came to this conclusion, they would not disclose a reason. I confronted them again noting the issue with the faulty lock and they responded that we can proceed with legal action if we were not satisfied.
During the period of waiting for a response from the insurance company, I was scheduled to return to Granville Island for work and I was set to stay at the hotel (as it was the most convenient venue). I attempted to communicate with the hotel manager about the delay in hearing back from the insurance company and had also mentioned about my upcoming reservation. She replied stating that I was not able to stay at the hotel due to the insurance claim. What would have happened if I just showed up? Would they have kicked me out of the hotel? The manager offered to find me another hotel, but I declined as I did not trust they would put genuine effort to locate reasonable accommodations.
The Granville Island Hotel appears to have issues with theft. The front desk is situated that anyone can walk in and go to the elevators unnoticed. There is no key lock feature in the elevators, thus allowing anyone to go to guest floors. The police verbally acknowledged our front door had locking issues. The area, overall, has problems with thieves as admitted by the staff. Given the problem with theft on Granville Island, the least this hotel could do (like any decent, reputable 4+ star hotel) is secure the elevator with card lock features.
Besides issues of security, the management were quick to shift all the communications to their insurance company as a means of avoiding responsibility. These are actions one would expect from a large, corporatized hotel chain, not from a boutique hotel. I give the Granville Island Hotel 5 stars for lack of moral responsibility and poor customer service. If you have any issues, be prepared to have the management avoid addressing this properly especially if this would remotely cost them anything out of their pockets. Another business existing to make money and not give a damn.
- Official Description (provided by the hotel):
- The Granville Island Hotel, a boutique hotel, offers a one-of-a kind experience. With welcoming staff to greet, a restaurant and lounge to entice, and a luxurious room to make you feel at home, the Granville Island Hotel is Vancouver’s best kept secret. With endless opportunities to dabble in local art & cuisine at the famous Public Market or to explore Vancouver by bike or kayak, the Granville Island Hotel offers something for everyone. Located just minutes from the village, the Granville Island hotel is the perfect get-a-way spot for couples looking for a quiet alternative to staying downtown. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, Priceline, Cheap Tickets, TravelClick, Despegar.com and Booking.com so you can book your Granville Island Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Hotel Granville Island
- Granville Island Vancouver