Guest Complaints

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Here at THE BEST WESTERN PLUS Chateau Granville hotel in downtown Vancouver, and our in-house Edge Social Grille and Lounge, we take guest complaints very seriously.

While there are some things that we have no power to control; such as the City of Vancouver turning off the power or water for a few hours to conduct maintenance, if there is a problem that we can solve, we will do our very best to find a solution that works for all parties.

Travel can be stressful. We know that. Whether you are travelling for business or for leisure, at the BEST WESTERN PLUS Chateau Granville hotel, we do our best to create a pleasurable and comfortable environment for you, our guest. 

Often times, a guest complaint can be traced to a simple matter of miscommunications. When that is the case, our front line service staff clarifying the situation can often resolve the matter. When a complaint is of an involved and serious matter, we will not hesitate to bring it to our Duty Manager’s attention, so that your complaint gets the attention it deserves.

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Guest complaints can sometimes expose weaknesses in our daily operations, which we may otherwise have not been aware of. As with everything, our familiarity with this property can result in our overlooking a fault that may seem obvious to a new set of eyes. In this case, a guest complaint can lead to a positive change in our operations. 

When as a guest you come to us with a complaint, we want you to know that we appreciate being given the opportunity to make things right. By bringing your disappointment to our attention, you are allowing us to take measures to remedy the situation, and hopefully turn a negative into a positive.

Mistakes do get made. We strive to correct those mistakes. We endeavour to make your stay memorable for all the right reasons.

At the risk of sounding cliché, at the BEST WESTERN PLUS Chateau Granville hotel and the Edge Social Grille and Lounge, ‘We care!’

For a listing of what’s on in Vancouver, please see our events page.

“It’s the extras that make us a PLUS!”







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