SureStay Hotel by Best Western North Vancouver Capilano

My stay was provided by my company.

Despite doing my due diligence and not leaving any food out during my stay, there were at least 25 ants on my shower floor after the first night. I dealt with the problem myself but complained to get a cleaning done (the cleaner “went home early” and therefore couldn’t clean it immediately). I was working 12 hour night shifts- finding it very difficult to re-pack my stuff and change rooms, so I did what I could to stay in the room I was in, although I was offered to change rooms if I desired. A couple days went by with no more ants (but not one cleaning either, not even a garbage change). The nightmare is that I woke up on the 4th night with at least 100 ants IN my bed, and crawling on me (image attached). The man at the front desk this day personally helped me to move to a new room, although my room was severely downgraded in size. Would not recommend staying on first floor of the outside rooms during the beginning of spring, and maybe not at all considering the lack of effort shown in not cleaning my room after my first complaint. Service all depends on who is working that day, and some employees do seem committed to ensure you enjoy your stay whilst others do not. There is more to complain about, such as ice machines/vending machines being locked by key half of the time (even beyond posted times sometimes), just make it so room cards can swipe in? We have the technology!! The lack of a microwave in most rooms is also ridiculous.

This was the absolute worst hotel I have ever stayed in. The maids were rude along with the receptionist. My husband was in Vancouver for a back surgery and they made us feel so uncomfortable and unwelcome. Never staying here again. They said cleaning upon request yet made us leave even though my husband was supposed to be on bed rest. Also blamed us for smoking in the room when we definitely were not. The 3 smoke detectors inside the tiny room would have been triggered.

Never stayed there never will
I called them at 1:30am Thursday my daughter, and I needed a place to stay for the night I looked on Expedia and I found this place and they have lots of availability. I decided to book directly with them. The person who answered the phone was very weird and rude. He told me that they are sold out and then I told him about Expedia. He said do not book don’t book it you will lose your money, because he cannot check me in, for something that he did to the system , then he told me to call Expedia and confirm if I really can make a reservation for this place or not. And yes, I did call Expedia. They said I’m still OK to book for tonight. So I was about to make the reservation but I needed to confirm with him that he still will be able to check me in so I called him back and he still insist not to make the reservation Very weird and rude way and hang up on me. I called him back and said why did you hang up on me? I’m just customer like everyone else trying to make a reservation to stay for one night and you are making it so difficult. He said, don’t bother me. Don’t bother me then hang up on me again. So I called him back I told him why did you hang up? I am your customer like anyone else and it’s very late at night so I’m sure you’re not busy so why you treat me that way and then he said don’t bother me don’t bother me, I told him I want to speak to your manager. He said no manager at this time call in the morning.
I always thought anything run by Best Western is good customer care but not this location their customer service is very bad

Rooms are big spacious but very less light and dark.
Beds are squeaky and old.
The lady on the reception does not even understand english, I dont know why shes there. We asked if there is sofa bed or mattress available as extra and she responded with no smoking in the room! Then she said in this money you get what you pay for otherwise go get a hotel at waterfront !! this was a shock for us! however as she hardly understood english so we didnt argue on anything and just went in our room...only stayed there as it was really late an we were tired but not a good experience despite of being at such an excellent location.

Rooms weren't cleaned

When we asked to have our room cleaned, The bathtub wasn't cleaned proper. The toilet wasn't cleaned, the tables werent cleaned.we were only allowed 1 day to have it cleaned. Which wasn't a good job. It should be cleaned everyday.