Best Western Plus Vancouver Mall Dr. Hotel & Suites

I reserved a room with 2 queens and a pull-out couch to accommodate us for our 4 night stay. We arrived at the property at about 12:30am. We walked into room 219, and there was no couch. Just a chair in place of where the couch should be. So my husband returned to the front desk and explained to the staff member that there's no couch in the room, so she checked us into a different room. This was extremely frustrating at 1am with young kids and full arms. As we entered room 224 my face turned to disgust with the odor in the room and disappointment as that room was smaller than the original room we were in. Typically I'd return to the front desk to have this issue resolved, but with it being so late I honestly didn't have the energy or patience so we settled with the room. Throughout our stay the smell didn't dissipate, it smelled like the room had been smoked in. The shower has great water pressure. The view out the window is nothing but a brick wall about 15 feet away, we didn't mind too much, but the room had minimal natural light. The room was pretty clean, the beds were ok. Other than the pull out bed, that bed was in rough shape. The pool area was clean, hot tub was hot and pool towels were stocked. The breakfast was great. The restrooms off the lobby are not well kept. The cable TV didn't work, when we contacted the front desk they said they were working on getting it fixed, though it wasn't fixed by the end of our stay.

Staff was nice, rooms where great, breakfast was amazing. The only issue i had was there was a baseball and volleyball tournament and when i tried to take my 4yr old grandson to the pool twice the kids where out of control and NON of the adults seemed even care, almost all of them were drinking alcohol. The kids jumping from the sides of the pool and hot tub. Scared my grandson the second time we tried to the point I'm hoping he tries swimming again. I never complain but i did this time to 2 different staff members at the front desk. With no remedy or solution other then to try in the morning before we left.

The staff is amazing! Very disappointed the pool was not up and running considering we had called the week before our trip and were assured the pool would be available. Having small grandchildren, I would have switched hotels due to the pool. The room was nice, some of the bathroom tiles were loose and cracked. The bathroom really needs to be retiled. There are many areas on the walls that need to be scrubbed, Lots of scuffs and debris.

Service was so nice. Front desk - breakfast crew - all very nice. One downside for us was the chaos and messes at the pool and in the halls with poorly socialized kids. Maybe we miss Covid capacity-limits? Not sure. but overall this is a great hotel with nice staff.