Executive Suites Hotel and Conference Centre Metro Vancouver

Kelly Heard

4 months ago

It takes a lot for me to write a negative review, yet my experience at the Executive Suites Hotel was atrocious and unacceptable. Upon check in, the room we were given was very dirty; the sofa bed was soiled with hair and crumbs and there was a green grease like substance running down the door and pooling on the floor. We were told that there was no one from housekeeping on premises at nighttime so that we would need to move rooms, which we did. The new room was more spacious and very clean. Upon getting in bed it became very clear that the mattress was dated. It had a large divot in the middle and many of the springs were protruding and making it impossible to find a comfortable position. After a sleepless night, I spoke with the front desk who was apologetic and sent maintenance and housekeeping to see what they could do. Both were appalled at the shape of the mattress. They said they could add a foam topper to help (which they did, but it was for a queen sized bed thus not providing full coverage for the king we had). They suggested speaking with the manager when he arrived later in the day. Jonathan, the manager, provided the WORST customer service I have ever experienced, making a bad situation unacceptable. He told me he had never had a complaint and that therefore it was not possible to have a problem with the mattress. He said that he would need to do an investigation since they have never had a problem. He said he was under the impression everything had been fixed with the topper and there was no reason I should have an issue (which made no sense because not only did the topper not fit the bed but I hadn't even been back to the room to lay down on it to test it). I invited him to come and look at the bed himself. I showed him a picture of the divot and he insisted I just ruffled sheets to look the way it did. I explained that I did not appreciate the implication that I was a liar and again invited him to come see for himself, which he refused. He never apologized other than saying he was sorry I felt upset, nor did he offer to help remedy the situation in anyway. If you are looking for a place to stay that has a comfortable bed that is flat and does not have springs in your back, or looking for a place with any amount of customer service....do yourself a favor and stay far away from here!

M Lallo

7 months ago

The location is the only good part of this hotel. This should never be considered 4 stars. My towels were always dirty or stained. My room also smelled heavily of smoke even though they are labelled “non-smoking” rooms. And the tables and couch were a bit musty. The pool was also so dirty that it was unusable, it had grime in the bottom of the pool and that was a reason I wanted to book here. Housekeeping walked in on me in my room multiple times, even when in the bathroom, after only knocking and letting themselves in within 5-10 seconds before I could say anything even when I told them I didn’t need servicing when seeing them in the hallway 1 minute before. I got asked for my towels, which I immediately went to give them and they had disappeared. I left them in a bag and then I heard them outside the door calling me “stupid”. Front desk staff were not great, not friendly or very helpful. The hotel itself is incredibly dated and has weird glass walls with blinds out into the hallways. The rooms are pretty dated as well, but the bedroom itself is a bit newer and alright. Beware of other guests here, I’ve never felt this uncomfortable in all of the hotels I’ve ever stayed in; constant dirty looks in the hallways and people wearing MAGA hats; not exactly the hotel’s fault but very weird for an area like this. Outside the hotel is safe though, and has good proximity to the skytrain, food, stores, etc.

Sebastian Kurzeja

4 months ago

Seems like when you book here you get the room lottery. Given the price I was mulling over for a while a 2 week stay here, decided in the end it's not worth the risk for that kind of money and booked elsewhere. Just wanted to leave this here for management, you can't charge what you charge when people can come here with pictures to show what you could be getting.. maybe get the garbage rooms up to par with the better ones, and don't use the cheapest contractors you can find, or drop the price to motel rate

Fanny Massaid

6 months ago

We hosted our wedding at the Executive Hotel grand ballroom, Burnaby. Their service was excellent, food was delicious and plenty, location was ideal. We can't ask for more. The teams were professional from planning stage to execution. Attendees had a pleasant and enjoyable evening. Our complimentary night stay was perfect! Special thanks to Maica, Himank, Richard and the entire team to make our wedding day extra special.