Departure Bay Motel

I needed a place near the hospital while my dad was in ICU with lung problems, but this room was filthy and unsanitary. There was a smell as soon as I walked in, and I had to spray deodorant to cover it. Even the front desk woman asked if the room smelled. The old spring mattress sagged about eight inches when I sat on the edge. Above it, the popcorn ceiling had a large crack and stain. There was dirt, hair and grime along the bathroom baseboard, and the light over the bed was filthy and yellow-stained. The AC had black electrical tape on its cord, which seemed like a fire hazard, and dirt in the slats. The TV and AC remotes were grimy around the buttons. My phone charger wouldn’t stay in the wall outlet and fell out. The outlet behind the bed or side table was installed sideways. Both seemed like fire hazards. The microwave and coffee machine hadn’t been cleaned or sanitized, and I had to unplug the microwave to plug in the coffee machine. There had apparently been a flood in both the bathroom and main room, whether water or sewage I couldn’t tell. The floor was poorly installed, with gaps and a top layer separating and lifting. With my dad in ICU for a lung issue, I couldn’t risk bringing bacteria, bugs or infection back to him. I explained why I couldn’t stay, then asked for a refund in person within 45 minutes of checking in, unloading and reloading our bags. They refused. Booking.com also denied my request. The manager or owner showed no understanding of fire hazards or cleanliness, or decency in refusing a refund for a stay of less than 45 minutes. Disgusting way to treat people in hospitality.

There were what I assume were period blood stains on the bedding when I checked in that evening. Mistakes happen, and the manager apologized, saying he’d like to compensate me. But he told me to go through Booking.com and then didn’t cooperate with them. The photo of the stained mattress came out blurry; I could at least change the bare comforter. A motel should use mattress protectors, which are basic practice. Also, reception staff should be able to take responsibility for a guest’s experience and offer compensation. I raised it in person right away. Two days later, when I was passing through and still hadn’t heard from the manager, I went back. Another employee called him for me, and we spoke directly. A week later, Booking.com said he’d stopped responding to them. Booking.com also hasn’t followed through. Four days after saying it would be resolved within 48 hours, there was still no answer. I’d hoped to avoid leaving this review, but the lack of hygiene and the runaround over customer care reflect poorly on the motel.

Whenever I have an appointment in Nanaimo, I stay here. It’s a quiet, safe area, the rooms are clean and the beds comfortable, and the service comes with smiling faces. I like supporting family-run motels. Douglas restaurant is right next door, Brooksland plaza is within walking distance, and the BC ferries are four blocks away.

We needed a basic place near the hospital over Thanksgiving weekend and were pleasantly surprised. The woman managing the motel the evening we arrived was kind and professional. Our simple room had everything we needed: it was clean and had AC, a small fridge and microwave. The bed was a little firm, but the bedding was very clean and the pillows comfortable.