This was supposed to be a fun family getaway right before the holidays and it was uncomfortable and extremely frustrating. I've never had such a bad experience at a hotel. It was a complete disaster, we arrived to a freezing cold room which would have been fine, we cranked up the heat and waited but several hours later, it was still freezing. We called the handyman in and after tinkering at it for an hour, he could not fix it and so he asked us to wait ...and we waited and waited. At 9pm, we were finally moved into a room with heat but then we had to wait for a bed for our son. First they brought a crib, then they brought a cot. It was a nice looking room but didn't suit our family needs and my teenaged son was pretty grumpy about having to sleep on a cot. I had to request bedding...then they brought a pilllow, then I requested a blanket they brought a thin bed cover, so I asked if there was a warmer blanket ...finally we were given a quilt. I woke up several times in the middle of the night because the heater was so loud it sounded like semi was idling in the middle of our room. We had planned on having a nice dinner but by the time it was resolved, we were starving and only crappy restaurants were open. When I spoke to the man at the front desk, he was indifferent and smug. When I explained that our 1st night was a total write-off, he offered us offered movie tickets! Which I found extremely insulting...then he came back and offered points! Again that's insulting and does not give me a reason to return to Holiday Inn. I wrote to the General Manager and received no response - not even a form email. We won't be returning and we will be asking our hockey association to book hotels with a different hotel chain.…
We were stranded in Vancouver because of a cancelled flight and we spent two nights at this hotel. We have nothing but praise for the assistance of the front desk staff and the friendliness of the breakfast room staff and the shuttle driver Mack. In particular we want to acknowledge Farrah who went above and beyond. We would recommend this hotel to anyone. The staff made a stressful situation so much better for us and we will always be grateful. The Hay family
Great location - close to so many choices and the airport. Clean and like new! Staff were very efficient and looked after our every need. We will stay here again for sure! This location has everything you could need.
Excellent stay once again. Highly recommend this hotel. The staff are fabulous. I cannot remember names wish I could. Faces I remember. Everyone is welcoming and pleasant and do there very best to assist with whatever is needed. Have restarted our travel plans due to work changes. I had the opportunity to chat with the general manager, Farrah Dawood. I also noted a couple employees still at the hotel. The breakfast room manager has also been there for as long as I can remember. As always the shuttle drivers were great to chat with. The pool and hot tub are a wonderful feature that we utilize. The hotel is about 10 minutes away from IKEA if that interests you. There are several eating options in and around the area. You have the ability to leave your car at the hotel and shuttle to the airport which we do. Would like to convey our many thanks and gratitude noting the exceptional efforts made by the entire staff during the recent snow occurrence experiended and in particular the Richmond area. Due to being rerouted Cancun to Calgary and back to Vancouver we arrived and finally landed at the airport at 1:30AM (9:00 PM original. No complaints the pilots kept things safe) No options to get anywhere. Called the hotel and was told of the situation. All roads closed. Traffic backups. Staff unable to get to work. What I can say is the regret of not being able to help us was totally sincere. Mentioned there would be no charge for the room as there was no way to get there. We stayed put in the airport until 7AM when the shuttle was able to get there. On arrival told we should have some coffee and breakfast before eating. Very nice indeed. The driver was great to chat with (can’t remember his name and a longer term employee) Told us about the previous evening. No surprise that folks started showing up and the manager and staff started putting out cots to help with overflow. They all pitch in to do what is needed. This continues to be our hotel of choice. Once again thanks to GM Farrah and entire staff.…
Juvy, Belen and Vanessa are very welcoming & friendly. They also made sure food are well replenished. Overall area is very clean, well maintained and well managed. Food is great, lots of variety to choose from.
Our stay at this hotel was all worth it and they did a good job! The staff were accomodating and breakfast was good too! We are looking to book again at this hotel on our next trip to Richmond, BC. Keep up the good work!
All the food served at holiday inn express are so delicious and staff in kitchen are friendly and organized. The best kitchen staff ever. The kitchen are clean and well sanitized. Good job! I will be back again
All Holiday Inns I've stayed in have been excellent, but this one is above the rest. The rooms and amenities were standard and the breakfast was like every other Holiday Inn Express. BUT, what set this one above the rest was the staff. My wife and I were unfamiliar with the area. The desk staff of Julian and Yashman did an incredible job of telling us about local places to eat and visit. They gave us precise instructions on the bus and train systems and how to visit the Vancouver locations we wanted to see. They went well beyond their normal duties to make our visit a success. Julian's and Yashman's attention to detail and outstanding customer service were exemplary.
This is one of the best hotels I have ever seen across Canada. Excellent breakfast and service by Juvy, Belen and all the kitchen staffs (too many to mention). The room cleaners were equally as good. Bed and linens smell fresh and clean.
I had a filling breakfast at this hotel. The breakfast hall is clean, with plenty of food choices!. Every staff member that I encountered were delightful and eager to help! Especially Vanessa! Would definitely recommend to my colleagues.