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“Granville Island Hotel: One of Vancouver's best‑kept secrets - a secret I wish I never discovered!” 1 of 5 bubbles
Review of Granville Island Hotel

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Granville Island Hotel
Ranked #19 of 89 Hotels in Vancouver
Certificate of Excellence
Montreal, Canada
1 review
common_n_hotel_reviews_1bd8 8 helpful votes
“Granville Island Hotel: One of Vancouver's best‑kept secrets – a secret I wish I never discovered!”
1 of 5 bubbles Reviewed March 26, 2013

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.

Stayed September 2012, traveled on business
Helpful?
8 Thank Craig W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gihotel, Director of Sales at Granville Island Hotel, responded to this review, March 27, 2013
The safety and comfort of our guests is the first priority of the Granville Island Hotel and theft from one of our guestrooms is an enormously troubling, regrettable, and a very, very rare event.

We must dispute some of the content of the review published by our guest. While it is our opinion that this review is riddled with inaccuracies and misrepresentations, in the interest of brevity, we would like to draw attention to the following critical issues:

1) The Manager of the hotel spoke to the guests multiple times on the day of the incident starting 15 minutes after the break-in was reported to the front desk. We have the phone records to support this version of events.
2) We were not sold out and the guests were immediately offered a move to another room but turned it down. Having left the hotel for dinner, they were not left waiting for the manager to arrive
3) The police report did not assign blame to the hotel on the basis of a faulty or tampered lock otherwise we would have been found liable in the insurance claim. The hotel was cleared of all liability by insurance claim investigator.
4) We pride ourselves on great service but it is standard procedure to have all communication to be routed through the insurance company when claims are in process. We followed this process for the protection of both parties.
5) The Granville Island Hotel does have key-activated elevator security which is active every evening from 10pm-6am. The guest would have used the security feature which he claims not to exist each of the three evenings he stayed with us.

Granville Island has its own security team which we feel assists in creating a truly safe and welcoming environment for our guests. At the Granville Island Hotel, we pride ourselves on a commitment to personal service and safety.
Please feel free to contract me directly if you have any questions or concern regarding the hotel

Sincerely,
Christine Louden – Sales and Marketing Manager em: Christine@gihotel.net
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,984 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (277)
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English first
Seattle
Level Contributor
154 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 71 helpful votes
4 of 5 bubbles Reviewed March 26, 2013

We came to Vancouver for a weekend of exploring the city and eating in Chinatown. Hotel Granville was perfect. Small, but quiet rooms which were nicely furnished. On site parking was included. The bar was great for a night cap after a day of walking. Nearby Granville market was fun to explore. Would definitely return.

Room Tip: Rooms near the water are larger and have a better view of the city.
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  • Stayed March 2013, traveled with friends
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Seattle_Traveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vancouver, BC
Level Contributor
45 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
5 of 5 bubbles Reviewed March 26, 2013

We booked 4 rooms at this hotel for 1 night as a surprise getaway for my husband's birthday. We live in the city and enjoy taking a night "away" in beautiful Vancouver for an occasion when we don't have time to truly get away. This hotel proved to be one of the best for this kind of trip. Our grown kids joined us for the event which included a one night stay at the hotel, dinner in the hotel's Dockside restaurant. From there we enjoyed an evening at one of the many theatres right on the island. Super fun, no driving involved as each location is just a short walk. The next day we all had breakfast at the market - perfect ending.
I've known this hotel for years and it has been modernized with a tasteful renovation and updated throughout. The entrance is charmingly impressive enough. The hotel check in was smooth and easy - staff was very friendly. Our rooms were spotless. We all got a king bed room with water view, 2 of them were on the small side, with no balcony, but pleasant views of water (they also looked over the patio and restaurant area below - which could be very busy in the summer?) The large patio area was quiet for our stay in chilly March.
Rm. 229 had an obstruction of the window by the roof, but was a larger room, we were in 230 which had a nice view of the water, but smaller windows, 231 next door was better with floor to ceiling window and the views open up more as you go down the hall. (I'm really particular on rooms -so I've taken a picture of the chart for this review) The other daughter was on the other side and top floor and had the nicest view of the park and water and a balcony in 303.

The hotel's restaurant was really nice and not too expenseive. Didn't try the rooms service, but it looked expensive ($14 for Oatmeal!)
Granville Island has so much to offer to as you wonder through the shops, galleries and jewelry shops. The market is world class with many street performers offering free entertainment. There are many options of things to do right on the island and the hotel is right there. We rediscovered this gem of our city and highly recommend anyone to experience it through the hotel. Might mention the gym is pretty lame - they need to put some equipment in there, but go for a run! The seawall wraps around you in both directions.

Room Tip: Most of the rooms look east up False Creek. The nicest room is at the very end of the hall. We had...
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  • Stayed March 2013, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank vancouver_realtor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hope, Canada
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed March 25, 2013

My husband bought a Groupon special for this hotel and an evening at the Improv Theatre. Loved the hotel, so sparkling clean! The staff were very friendly and helpful. Spectacular view from our room and dining room. Highly recommend to anyone visiting Vancouver as the Market just walking distance from the hotel is fabulous, the view is lovely, the restaurant is elegant and food is delicious. I would return again in a heartbeat!
One note of caution: If you purchased the groupon deal with hotel and improv, get your tickets from the Improv ticket booth as soon as they open. The Improv theatre would not acknowledge the tickets given to us by the hotel, had sold out, so we didn't get to go to the improv. Did not blame the hotel as they were unaware of this policy.

Room Tip: If you have a chance to book room with a view of the water, it's worth it. So peaceful and pret...
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  • Stayed March 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Beverley S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
White Rock, Canada
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
5 of 5 bubbles Reviewed March 18, 2013

Our overnight stay downtown felt like a mini vacay!! We purchased an internet coupon for a "first time stay" at this hotel and we were not disappointed one little bit. The staff were so friendly from check in to check out. Our King waterview room was wonderful. The bed, the view, the linens, the mini bar, the bathroom, the sitting area - clean, comfortable and fantastic. We took in the harbour view from our room first then from the hotel lounge where we had a bite to eat (awesome burger and crab cakes!) before wondering over to a pub along the water where the drinks were cheap, and a live blues/jazz band entertained!! We are early risers, and the next morning, rain and all, strolled along the seawall over to the market, grabbed a big cup of coffee and enjoyed watching all the buzz in and around the market. You can take the aqua bus to other various spots dowtown including Yaletown, which was a highlight for us, completely avoiding all traffic congestion parking and cab fares. We enjoyed our stay so much that we feel we have finally found "our favorite dowtown get-away spot"!!

  • Stayed March 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank TLK924
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Eugene OR
Level Contributor
65 reviews
60 hotel reviews
common_n_hotel_reviews_1bd8 109 helpful votes
5 of 5 bubbles Reviewed March 7, 2013

We really enjoyed our overnight at this hotel on Granville Island. We got a very reasonable price from an online booking site (about two thirds of what you'd expect to pay in Vancouver) and were very pleased with the result. The staff was friendly and helpful, the room was absolutely clean and the bed and bedding superbly comfortable (and my back and hips are picky about bed comfort). We had a tiny balcony but it wasn't warm enough outside to use it; however that window and the balcony had an angled view of the harbor and the downtown city lights across the water. The room had a romantic feel, and glasses for the wine we brought with us (no drinking from styrafoam!). We were just down the hall from the spa area, which is small but well appointed...and you have that harbor and city lights view from the jacuzzi too. I understand you can ask for bathrobes to use but we forgot to do that. We did have trouble getting to the hotel at first; our GPS misled us and then we missed a turn. But we found parking easily (there is a charge but it's cheaper than downtown). We did not eat at the hotel although the restaurant had a great view. We wandered through the Granville Island streets Sunday morning and had bagels and coffee for breakfast from a tiny cafe that opened early. No doubt in summer these places open earlier and there are more options. This was once an industrial area but it feels safe and interesting now, with an art college and lots of yuppie stores and cafes...we did see a yard with a row of cement trucks, but the trucks were painted in fun designs, including one done up as an asparagus bunch complete with rubber band. Although I normally try a different hotel every time, I see no reason to book anywhere else next time we come to Vancouver; this would be really hard to top.

  • Stayed March 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank KarenGH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
British Columbia
Level Contributor
15 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed March 5, 2013

Wonderful location with beautiful views, great shopping and lots to explore. Take in the market, food and ambience of Granville. A great getaway for families and couples in an easy to get to location. The hotel restaurant has great views of the marina and the food is amazing.

  • Stayed January 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Fellow-Canadian
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Granville Island Hotel

Property: Granville Island Hotel
Address: 1253 Johnston St | Granville Island, Vancouver, British Columbia V6H 3R9, Canada
Phone Number:
Location: Canada > British Columbia > Vancouver > Granville Island & Fairview , Fairview
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#10 Family Hotel in Vancouver
#17 Business Hotel in Vancouver
#20 Romantic Hotel in Vancouver
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Granville Island Hotel 3.5*
Number of rooms: 82
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

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