This review makes me so sad to write, especially given all the rave reviews this place has. We didn't have a good experience, and so my review has to reflect that - especially when we stayed at four total hotels in our west coast trip, and the other three (L'Hermitage, Loden and Nita Lake Lodge) were all amazing, making the Opus' issues even more obvious.
I want to start with the positives: the room was great. They upgraded us to this corner suite - the living room set up was fantastic, the bathroom was dreamy, and the bed was amazingly comfortable. The view was great. No complaints room-wise at all.
However, this room was $629+taxes a night. Total price $777. SEVEN HUNDRED AND SEVENTY SEVEN DOLLARS. For that much, I expect great service and an overall fantastic stay. The other three hotels we stayed at were all less expensive by a lot, and they all provided much, much better service. The poor service started before we even arrived. I noted that the email conversations between myself and Opus were not great. They were slow to respond, if at all, and didn't really answer my questions. On their website, they claim to have HBO on their TVs, so I called to check (can't miss GOT), and they just said, "No," and that was that, and it still says it on their website. That was lie #1, in my opinion. When we checked in, Matthew was the only good service person we encountered the entire time, he upgraded us and was really friendly and overall great. However, he said our room came with parking or breakfast (seems to be kind of common in Vancouver upscale hotels), so we said breakfast. He said great, you pay and at check out (we only stayed one night), they would remove it from the bill.
The next morning we went to this free breakfast, and the service in the hotel restaurant was awful. It was like no service at all. We stated we were from the hotel and the guy just took away our menus but didn't tell us what that meant - did we get a choice? was a set breakfast coming? what was in the set breakfast? As I'm pregnant, I can't eat everything (everything gives me heartburn), and I didn't want them wasting anything on my plate that I didn't want, but we couldn't track anyone down to ask. Forty-five minutes later, breakfast came, a sad mix of nothingness on a plate. I asked for ketchup; five minutes later we had to go find someone else to bring us ketchup. Anyway, my husband paid in full and tipped 20%, and we went to check out, and the guy at the front counter didn't give us an invoice/receipt to look over, he just said have a good day.
So, of course, they charged us for the breakfast and didn't take it off the room stay even though it was included. I feel like this was really sneaky, to not let us look it over, and most people wouldn't notice on their VISA bill at that price if something was $40 too expensive. I had to email in and ask for an invoice, and when they sent it with the breakfast, I had to explain that they should take it off. No apology, they just sent another invoice - this one didn't SAY breakfast anymore, BUT THE AMOUNT WAS THE SAME. So they literally just removed the words "breakfast" and kept the amount the same. WTF. So now I was angry, because you really expect more from a high end hotel. I had to ask for another invoice, and then I checked my VISA bill - this was 6 business days later, so it should have gone through, but it hadnt been refunded yet. We were still in Vancouver, staying at a GREAT hotel, and so I walked over there to ask them in person what was up - and even though they claimed they did the refund already, miraculously, it didn't show up until 48 hours later, which would have been 8 full business days since they claimed they made the refund. In my opinion, that means they didn't do it until I showed up IN PERSON. (And they offered me nothing in terms of apology or anything, btw, still)
In the end, that whole experience of having to chase after them for a deal included in my room was exhausting and really ruined the whole thing. Check your bill in the end, or go to one of the other myriad of amazing choices in Vancouver! read more