We stayed at the Marriott Vancouver Airport hotel in Richmond for 3 nights in July 2024 and it was excellent. The staff at the front desk were amazing and helpful. The breakfast burritos at the 75 Restaurant was excellent and came with a bowl of fruits. Cleaning staff were excellent. Parking was easy and plentiful. Ubers were fast and plentiful. The pool, hot tub and gym were too notch. It’s an amazing experience but the prices of hotels in Vancouver are not cheap, in general.

This hotel did not meet the Marriott standards I have come to expect. As a Lifetime Platinum Elite member with over 10 years of experience staying at Marriott properties, I was deeply disappointed with my experience at this location.

As a Titanium Elite member this year, I have the privilege of using the member club lounge. However, during my visit, the operations manager approached me without any greeting and abruptly asked for my room number. I felt mistreated and racially profiled as an Asian person, especially since no other customers in the lounge were questioned. I promptly provided my room number, 606, and showed my Bonvoy status on my phone.

The operations manager then insisted on discussing the lounge's policy, which allows only one guest. I was traveling with my wife and 12-year-old son, making us a total of three people. I explained that my son is a minor, but the manager said it didn't matter and there would be additional charges for extra persons. When I asked for the amount, the manager simply stated there would be an additional charge, without specifying.
Dissatisfied with this interaction, I tried to get the manager's name. When I attempted to take a picture of the manager's name tag, the manager told me not to touch her. She mistook me and I didn't see any chance of making the situation better through communication with her.

Overall, the approach and attitude of the operations manager were disappointing and not in line with the Marriott experience I have come to expect.

I have contacted Marriott Bonvoy customer service to address this incident, but they have not resolved the issue. After more than 10 years as a loyal Marriott customer, I feel very disrespected and am considering other hotel options.

We stayed here one night. Weird room set up. At check in staff were pleasant. Service at lunch was good. Food was below standard as nachos were cold. Cold cheese is gross. We used Mastercard vouchers provided by WestJet. Went down to same establishment for drinks and late snack. Restaurant management and hotel management placed non WestJet restriction on the vouchers. Bottom line is we got Double billed for part of our bill at the Restaurant, because they took $90 (full amount) from WestJet vouchers and $45 from us. Using the vouchers covered the entire amount of the bill, yet the Restaurant demanded an additional $45 from us over and above. Marriott is hiding behind social media and email. Be adult about it, grow a conscious and call us directly and have an adult conversation. It's not even about the money. It's the Principle of this all. We will never give Marriott our business. We have been treated very disrespectfully. We also found glass on the carpeting in the room, like the glass table in the room had been recently replaced. Even though it is non smoking there was a can full of cigarette butts on the deck. How does housekeeping miss this? The only couch in the sitting area was set off to the side, making watching TV awkward.