Suite Smart Vancouver

Fantastic house. Wow factor when you get in and re wow factor when you see the view from your bedroom balcony the next morning. Luxury and comfort, professional and personalized welcome from the owners. A roof top terrace and a indoors pool complete a level of offer that you wouldn't have dreamed of. The neighbourhood is green and quite up market, with shops and restaurants nearby.

The process to book should have been the red flag. We spent over an hour on the phone with Dwayne, trying to book the room and receive the discount advertised. During the conversation, he confirmed he wouldn't charge for the room until a week before our arrival. Imagine our surprise when we were charged almost immediately upon booking. When we spoke with Dwayne about this, he stated that he wasn't aware of which platform we were using to book - even though he walked us through every step. He was the one that told us which platform to use. We were to check in upon our arrival in Vancouver. I let him know that morning that our flight was delayed by 4 hours and we would be arriving later than originally planned. While at the airport picking up our rental car (at 4:00 pm), I received several odd emails about an alternate location to check in, and thought they had the wrong email address, as they didn't pertain to me and didn't address me by name. Shortly thereafter, I recevied an email from Dwayne, stating they had overbooked and didn't want to inconvenience any of the other guests so he had found alternate accommodations for us. Rather than check with us first, and offer us a refund, he booked us into an overpriced "dive" but offered to pay the difference between what we paid him and the new location. He also stated he had paid for our room in the new location. He knew we had to catch an early ferry the next morning, and had we been given the choice, we would have stayed someplace closer to the ferry terminal. We decided to try and make the best of it, and went to the address provided in the email. The outside was depressing and the inside was even worse. Clearly under renovations and not ready for guests, we were disappointed beyond words between what we booked with Dwayne and what he saw fit to redirect us to. Then, to make matters worse, we found out Dwayne hadn't paid for room and the owner of where we were staying was demanding we pay for the room. He didn't care who booked it - as far as he was concerned, we were staying there so we were responsible for paying. We got Dwayne on the phone and it took about half an hour before he agreed to pay for the room, and to get his "virtual" credit card number to the owner so we could spend the night. As a note, the accomodations so bad that we left at 4:30 in the morning because neither of us could sleep. To add insult to injury, 2 days after this fiasco, we received an email from Dwayne, thanking us for our stay and how he hoped everything was to our satisfaction. It also asked us to leave a review…..so here it is Dwayne!!!

We had an absolutely lovely stay at Suite Smart Vancouver. The rooms were beautifully decorated with extremely comfortable beds and our own patio. We enjoyed using the swimming pool and outside decks. Breakfast would rival any five star hotel. I would highly recommend this B and B for your stay in Vancouver. Our hosts were helpful and pleasant.