Executive Hotel Vancouver Airport

Hayley Lussier

2 months ago

I am writing to formally raise concerns regarding our recent stay (February 15-18, 2026) at Executive Hotel Vancouver Airport in Richmond. During our stay, the fire alarm was activated at 00:00, resulting in the evacuation of the hotel with the fire department attending the scene. After the alarm was shut off and everyone was informed there was no fire, we retuned to our room. For the entirety of the the night the buildings fire panel (approximately 10-15 ft from out room) emitted a loud beeping noise. That following morning, the manager was seen with staff in front of the panel attempting to address the issue, the fire alarm was triggered again (08:55) and again (09:17). The fire department again attended, but guests of the hotel were told to go back to their rooms being advised it was a system malfunction rather than an actual fire. This resulted in significant sleep disruption and materially impacted the quality of our stay. In addition, the refrigerator in our room was not functioning, further reducing the value of the accommodations we paid for. At checkout, when the disruption was brought to their attention, the manager made an offer of waiving one day of parking ($15). In the moment I expressed that they would have to do better to compensate for the severe disruption. The manager had than come out and stated they could waive the whole parking fee for the three days (totaling $45). While I appreciate the gesture, I do not believe this compensation adequately reflects the severity of the overnight disturbance and the additional maintenance issue within the room. The handling of this situation was extremely disappointing. Despite acknowledging the system fault and the significant loss of sleep, compensation was limited to waived parking fees. This does not reasonably reflect evacuation, repeated alarms activations, and overnight noise caused by equipment failure. Post-stay communication has been minimal, and concerns have not been directly addressed beyond a generic public response towards a review placed on Expedia. The overall handling of this situation reflects poor service, inadequate resolution, and a lack of professional guest care. My complaint that was sent to Executive Hotel right after our stay goes with no response to date. I contacted Expedia, who were told by the property manager that "the fire alarm activation was part of their safety protocols to ensure the well being of all guests", as well that the property is declining my request. I was told by the hotel manager herself as well by the fire department and staff that morning that the alarm activation was due to a system malfunction. These are not the same circumstances. An emergency response to a real incident differs significantly from a confirmed equipment fault that resulted in repeated alarm activations and prolonged overnight disturbance. Providing differing explanations -- first identifying the issue as a system malfunction and later describing it as a routine safety protocol -- is misleading and does not accurately represent the circumstances of the disruption. For anyone considering this hotel please be aware I was informed with this current stay at check-in that the cash deposit required $250, which was inconsistent with the $150 deposit listed online and the $200 deposit taken during our previous stay in December. A deposit should not vary based solely on method of payment, particularly when the amount required for a credit card is lower. Our previous stay there in December we ended up in a room with a very outdated AC/Heater unit didn't function properly. When we would attempt to turn it on we could smell smoke, ultimately resulting in us not using the unit during our stay. That said location is convenient, room quality is decent and well kept considering it is outdated, cleaning staff were friendly, and parking could be improved but does have security to monitor the lot so you know your vehicle is safe.

Carol Liu

3 months ago

This hotel is old! Our room was pretty spacious, but amenities or service were not there. We checked in early, but the front desk won’t give us the room until 3:00 o’clock sharp, which seems a bit ridiculous given this is service industry. The pool looks kinda crappy tbh, and it was so small (maybe bigger than a big jacuzzi). The sound isolation was near to non- existent, and the air conditioning was as loud as it was from 1970s. Don’t expect 3.5 star, this is at best a 2.5 star hotel. The fire alarm went off twice during our two nights stay, at mid-night and second day morning 9:00 am. I overheard from the workers they keeps smelling smoke from somewhere in the building. What’s good about this hotel is their onsite restaurant and liquor store. It was convenient.

Erik Kinnear

6 months ago

I had the pleasure to stay here for several days on a business trip. I was very surprised of the exceptional service provided by the staff. Definitely top on my list for the front desk experiences, fast, easy, and more than accommodating by the staff. This is something I need when arriving at any establishment, it is the first impression of how your stay might turn out. Cleaning staff did an excellent job at keeping everywhere in this massive hotel spotless. The amenities are what you need, especially the roof top hot tub, having strong jets and the proper temperature. Highly recommend 👌

Harry Truong

4 months ago

My group and I arrived at the Executive hotel in Richmond late last night at 11:30pm. The gentleman at the front desk, Sandeep, greeted us with a smile and proceeded to help check us in. He was incredibly professional and patient and answered all of our questions. The front desk experience was fast, efficient and helpful. One of the best customer service experience I’ve had in a long time. The rest of our stay went amazingly. Definitely recommend this hotel and shout out to Sandeep 👏👏