Review of Moda Hotel 3*

Hotel did the job in order to provide a place to sleep, but that's about it for a positive review. The floors were quite loud, creeky, and lumpy. The elevator was super slow. The parking was a half block away. But that was not my main bone of contention… Upon checkin I was informed that 3 extra rooms had been booked under my name, which I advised was clearly an error (it was just my wife and I staying there). I was told the extra bookings were made through Expedia, which is who ultimately made the booking of my first room (3rd party Groupon Getaway purchased). The day manager said that since it was within the 24 cancellation period that I would be charged for all 3. After a long debate, he stated he would waive 1 of them but would have to leave the other 2 up to his General Manager the next day. Gee, that sure helped calm the situation and pretty much put a damper on our night with a potential $300+ charge looming over our heads. Fast forward to the next morning where I meet the GM, Alan. While initially polite, it was clear that he had no intention of fully resolving the matter. The "best favor" he was willing to do was waive a 2nd room but still had to charge me for the "no show". Hello? No show? His explanation was that the hotel lost revenue by not selling the rooms. I countered with the fact that the hotel was not sold out (I double checked upon checkin initially), and it's not like they were turning people away who were looking to book a room because I had the last three rooms. It was very evident that Alan had the authority to waive all three rooms, but chose to put his foot down and get his money. I begged and pleaded with him to use a bit of common sense and discretion to realize that I had not booked these rooms and that some sort of clerical error occurred between the Groupon getaways, Expedia, and the hotel itself when my initial room was booked. You can probably guess that Alan refused, and wanted nothing more than for me to walk out the door so that he could wash his hands clean of me and charge my credit card. He told me he would await a call from Expedia to try and come up with a solution. Basically this was a tactic just to get me out the door and not have to deal with me anymore. I knew where this was going … And sure enough a charge showed up two days later on my statement for $144 (one night extra room and tax) without any sort of follow up phone call from Alan. I've contacted Expedia twice as well as Groupon getaways. Neither of these companies can explain the mishap other than the fact that third-party reservations can sometimes experience hiccups come booking time. Both of these companies were more than sympathetic and agree that this had been mishandled. However they could not reimburse me any money as it was the hotel who was charging me directly. The best course of action that was recommended for me to take was to contact my credit card provider and initiate a claim for an improper charge to the account. In summary, I would like to thank Alan for his wonderful lack of discretion and customer satisfaction. I hope you are reading this and as I stated to you at the hotel, you value that $144 extra charge you made to my credit card over simply waiving all three of these erroneously booked rooms. Instead we have come to this…me writing a negative review about a simple matter that could have easily been handled and rectified in the first instance. Clearly the almighty dollar is far more important to you than customer service. For those pondering this hotel, like I stated earlier, it did the job for providing a place to sleep. However, I sure hope you do not have a situation similar to mine, lose your room key, or have one of the lightbulbs burn out in your room. Who knows what kind of charge you may incur. I will never book there again because of this trivial little matter which spiralled out of control. I hope you side with me, and choose elsewhere when pondering a room in downtown Vancouver, British Columbia.