Residence Inn by Marriott Vancouver Downtown

Stay safe. I'm sharing this to warn people about vehicle security here. Last November, the hotel's covered parking was full, so reception directed us to the semi-covered loading bay in the photo. We hesitated because it was open, but staff specifically told us it was safe and monitored by video. By morning, our back window had been smashed. There was nothing in the trunk except snow socks. The next day, another staff member admitted that the area wasn't safe and that break-ins happened often. The damage included the window, dents, and scratches. The hotel refunded our unused room nights after we cut the trip short after the first night, but refused to pay for the car damage. In its response, management's comments about signage are misleading. I've added a photo of the exact bay where staff sent us, and there's no visible warning or liability notice there. Watching a place they know is a high-theft area without telling guests isn't security. A refund for unused nights doesn't undo the damage caused by staff assuring us the area was safe. The surrounding streets felt really unsafe to us, with lots of homeless and dodgy people around. Staff should have been honest about the area instead of giving us false reassurance. Don't trust the claims that parking is monitored.

The location is excellent, close to downtown and handy for getting around, and the breakfast staff were genuinely welcoming. I still have confidence in the Marriott brand and hope this was an unusual incident rather than the usual standard. But during our 10-day stay, housekeeping cleaned our room only once. Three times they knocked at 9:30 AM, and when we asked them to come back in about 10 minutes so we could get ready and leave, they agreed but never returned. By the third time it felt frustrating and surprising, not like a simple scheduling mix-up. Then at checkout at 4:00 PM, housekeeping was waiting right outside our door, ready to clean.

The rooms were spacious and clean, and the bed was really comfortable. Housekeeping and breakfast staff were friendly and helped make things more enjoyable. The front desk experience over Christmas, though, was disappointing. Staff often seemed to be reading scripts without much personality. When Mike asked how our stay was at checkout, we said it was average and started to explain, but he just replied, “ok, thank you, enjoy your day”. We travel a lot and have hotel management backgrounds, so this felt especially disappointing for a Christmas stay. I expected better from Marriott, and being a Bonvoy member didn't seem to mean much. We'd choose the Quality Inn around the corner next time: the staff there were friendlier, it cost less, and it had the same amenities.

The hotel looks great, and our room was huge and clean, with a big fridge, dishwasher, peninsula and two bar stools, TV, and a comfy chair. We booked two adjoining double queen rooms, travelling through for one night with the children. The front desk staff were helpful and professional, and the hymn and pool were a plus for the kids. Breakfast was hot and had plenty of variety. We were glad we stayed.