EXchange Hotel Vancouver - An Executive Hotel

Unfortunately my experience is due to very poor customer service. We booked a room for myself, wife and 2 children online with a confirmation message. After a couple of hours and right before we were to check in, we received a call that our reservation would be cancelled due to a “glitch” in the website. We were on the ferry back from Victoria when the called arrived with limited cell service. Upon calling back, we were informed again of our cancellation and there were sister properties that may or may not have availability. This was nice to hear until we were told we had to call each place on our own and that we would not even get a price match based on the situation. We were left to literally scramble and make arrangements for almost double the price for a fault none our own. I don’t know how they picked between two reservations that were made “at the same time” to be stranded and fend for themselves. They definitely need to understand customer service and improve the resolution process! No sympathy or empathy and seemed like a complete lack of understanding the brevity of the situation. As a business owner myself, I was completely dumbfounded at how pitiful their attempt was to make any amends. Hopefully this does not happen to future reservation holders.

What a great hotel! The staff were all friendly and kind from the moment we stepped in! They made our trip to Vancouver very nice and memorable. The room we got was superb and perfect! It was really clean, and worth the price! We had heated floors and the bathroom was huge and modern! We loved it!We also loved the location. We were in walking distance to the centre of downtown Vancouver which was a plus! Food at Hydra was tasty and fantastic. It’s the restaurant connected to the hotel. Definitely took advantage of the discount for dinner and free breakfast!I would definitely stay again! Exchange is my first choice in Vancouver! Thanks to the Exchange they made our trip fun and relaxing!

I would like to take a moment to express my sincere gratitude for the wonderful experience I had during my stay at the hotel. I was impressed by the warm welcome and the exceptional service provided by the staff.Daniel, the manager that introduced himself to me, went above and beyond to ensure that my every need was met. He was very attentive and professional. I cannot thank the staff enough for their hospitality and their commitment to making my stay as enjoyable as possible!Plus, the furniture selection and interior design makes you feel like you're not in town!

The hotel was better than expected. Perfect location. Great room with comfortable bed and pillows. All of the staff was extremely nice and helpful. We arrived early and asked them to hold our luggage for us while we went on a tour. When we got back our room was ready and they had already put our luggage in our room for us without us even asking. And lastly we would highly advise to pre-purchase the breakfast if you like having breakfast. First it’s a lot less expensive than eating there without it AND it’s one of the best breakfasts we have ever eaten. Extremely good quality.

From the first step into the hotel to the last “have an amazing day” of our stay, every staff member we’ve encountered has been genuinely friendly, polite, helpful and welcoming. All the common areas and the room felt so luxurious with the decor and furniture selections. Great location, close to almost everything. Comfortable rooms, and heated bathroom floors were some of the many highlights of our stay. Special shoutout to Antoine, who helped us so much through out our stay, with the valet, bags, always with a genuine smile and kindness. Definitely looking forward to staying again.

What an amazing experience. The staff went above and beyond to provide excellent service.This has been one of the best rooms that I have stayed at.The lobby is quite comfortable and the restaurant was good.The location is great if you need to get stuff done. Ideally would be better a longer desk for work.Would definitely love to stay there again.

This hotel stands out from others for two main reasons.Firstly, the staff is incredibly friendly. Although I usually don't have much interaction with hotel staff, the people working here started my day with a positive energy that was truly refreshing.Secondly, the cooling system sets it apart. Unlike most hotels that rely on fans blowing cold air, this hotel utilizes a ceiling cooling system. It efficiently regulates the temperature without any noise or strong blasts of cold air.However, the only drawback I experienced was with the ventilation system in the washrooms. It could certainly be improved for better airflow.

The hotel is beautiful and the staff goes above and beyond to make your stay as pleasant as possible. It is also conveniently located downtown within east walking distance of many restaurants, attractions and the cruise ship port. They even had a wheelchair our mom could use to make it easier for her while sightseeing. We enjoyed our stay!

While there were a few drawbacks, the hotel's location, amenities, and attention to detail made up for them. Situated in downtown Vancouver, the hotel offers great proximity to the metro station and the piers. This makes it incredibly convenient for exploring the city and enjoying waterfront activities. Being close to public transportation options is a definite plus, especially for those looking to explore beyond the immediate vicinity. When it comes to amenities, the Exchange Hotel Vancouver doesn't disappoint. The provision of L'Occitane shampoo, conditioner, and body wash is a luxurious touch that adds to the overall experience. The quality of these products is top-notch and enhances the feeling of indulgence during your stay. It's evident that the hotel values providing guests with premium amenities.However, one aspect that could be improved is the noise level in the rooms. Given the hotel's downtown location, some street noise and city hustle and bustle can filter into the rooms. This may pose a challenge for light sleepers or those seeking a quieter environment. However, it's worth noting that the hotel staff does their best to address noise concerns and ensure guests' comfort.One minor downside is the lack of a pool. While it's not a deal-breaker, having a pool or a similar recreational facility would be a nice addition for guests to unwind and relax.

“Luxury hotel” is a joke when describing this place. Cleanliness was not 4 stars. Housekeeping left debris in bed, did not replace all bedding. Robes were removed but not replaced, personal items were clearly tossed around, sink and shower not cleaned, coffee and water items only partially replaced. Coffee cups were dirty, I had to rewash them myself before use.Parking was annoying because the gate was always closed and you had to call every single time to ask for the garage to be opened - and the entrance is in an alley, so cell reception was spotty at times. Plus the two parking garage floors designated for hotel guests would fill up and you'd have to park on another floor anyway, risking a ticket, despite having paid for parking on those floors.Lastly, and worst in my opinion, was the thermostat, which was set so that you could not raise or lower it by more than 1 degree C. So it was freezing in the room most of the time as a result. This is something I've only ever heard of American landlords doing. This is a luxury hotel? Where you can't even change the temperature to your liking? You can do that in a Budget Lodge!I have stayed at several hotels in Vancouver and have NEVER had issues like the above. I would absolutely never stay here again.