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“Service - What Service!!”
2 of 5 bubbles Review of Arbutus Inn

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Arbutus Inn
Ranked #36 of 52 Hotels in Victoria
Vernon, Canada
Level Contributor
22 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Service - What Service!!”
2 of 5 bubbles Reviewed 1 August 2013

Three nights at the Arbutus Inn was a disappointment to say the least. The first morning the toilet was plugged and about to overflow. The best solution from the hotel clerk was to provide a plunger and suggest if that didn't work that he could send the maintenance man later. I felt like I was the "Maintenance Man".

There were hairs from a previous guest in the bathtub when I went to take the first shower during our stay.

The air conditioner besides being noisy could not keep up with the task. After two days with the fan on full and the temperature set on low, we were barely able to cool the room down to 20 degrees Celsius.

While the bed was King size, the room was not. You could only walk sideways to get into bed on the side nearest the window.

On the second day, we left the "Needs service" sign on the door. When we returned near midnight, the sign was still on the door and nothing had been done in the room.

When all of the issues were brought to the clerk's attention on check out, the manager suggested a $10 reimbursement - what a joke.

Room Tip: Pick a different hotel
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  • Stayed July 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank sunboy48
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ArbutusInn, Manager at Arbutus Inn, responded to this review, 3 August 2013
Dear Sunboy48,
Thank you for your review on your recent stay at the Arbutus Inn. We are sorry to read about your disappointment through this review as we did apologize to you at check out on the issues you have brought forward. We looked into your stay a bit more after you brought the issues to our attention at your time of check out.
The in room air conditioner was set at its lowest cool setting so you will only get a minimum of cool air blowing in. The air conditioners are more than adequate for the size of room; it just needs to be adjusted and set accordingly.
The toilet issue is something that just can not be foreseen and we handle this as best we can and bring in our maintenance staff if required with respecting your privacy.
On the second day you mention in your review that you had the “need service sign” on all day. At check out you mentioned to us that you had the “do not disturb” sign on the door till the afternoon and only turned it around to the “need service sign” when you went out. At this time pretty much all the housekeeping staff except for one had left for the day already and the floor you were on was completed by the housekeeper assigned. We did have and keep most amenities like towels, shampoo, coffee etc…for you at the front desk.
We would have also happily looked after any housekeeping issues had we know about them before your check out or even moved you to another one of our kind bed rooms. Again thank you for your review and hopefully you enjoyed your time visiting Victoria.
Thank you.
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204 reviews from our community

Traveller rating
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    43
    15
    7
See reviews for
58
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22
Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (44)
Date | Rating
  • Chinese (Traditional) first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Spanish first
  • Any
English first
Honolulu, Hawaii
Level Contributor
31 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
4 of 5 bubbles Reviewed 24 July 2013

Looking like a run-down highway motel as one drives into the parking lot, the lobby does little to soothe the first impression. The ice machine is just outside the lobby door and a vending machine with potato chips and candy sits next to the front desk. The staff was welcoming and very helpful. Once I was given the keys to the room, my experience changed for the better.
Wide, beautiful hallways transformed this bleak hotel into an oasis. The room was obviously decorated by a professional with great taste. Comfortable beds with clean sheets and pillows sat amid bright, clean carpets and a very nice wallpaper pattern. The room was well-lit and sat next to a nice clean bathroom.

  • Stayed July 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Skuds
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ArbutusInn, Manager at Arbutus Inn, responded to this review, 8 August 2013
Thank you very much for your kind review of your stay at the Arbutus Inn. I am glad to see you had a great stay and also had a safe trip home. We are looking to repaint the outside of the hotel fairly soon. Our main goal since taking over the hotel was to make sure our guest had a new bed and clean rooms. We have done a lot of upgrades since we took over the hotel with newly painted rooms, new carpets, flat screen tvs, new shower fixtures and very fast hotel wi fi. Once again thank you for your review and I hope you enjoyed your time in Victoria.
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Montreal, Canada
Level Contributor
92 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
3 of 5 bubbles Reviewed 9 July 2013

The hotel is near downtown Victoria but if you are starving and need to eat right away, there is a restaurant nearby - ABC Restaurant. The front desk staff is very helpful especially when my niece and I requested for a new room because the A/C was not working. He readily gave us 2 choices. Unfortunately the room that we chose, the A/C worked just a little bit. The temperature the day we stayed was the hottest in Victoria.

If I will be back to Victoria, I will choose a hotel that is near The Empress hotel and the Parliament.

  • Stayed June 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank lilitz91
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ArbutusInn, Manager at Arbutus Inn, responded to this review, 8 August 2013
Thank you for your review of the Arbutus Inn on Tripadvisor.
I’m glad we were able to move you rooms but sorry to hear that the air conditioner did not work as you required. We do check to see that the air conditioners are working properly all the time in each room and replace any that do not work properly. They do need to be adjusted to the correct coolest setting to get the maximum amount of cold air. I’m not sure if this was the case in your situation or not. You are correct that we have had really hot weather in Victoria…in fact it did not rain at all for the full month of July.
Again, thank you for your review and I hope that you enjoyed your time in Victoria.
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Terrace, BC
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
4 of 5 bubbles Reviewed 13 June 2013

This hotel represents good value for money. The front desk staff is courteous and helpful. They changed our room from double to king on the spot without a fuss. The manager is readily accessible, highly capable, and willing to help out wherever he can. The rooms are reasonably spacious, clean and quiet. The only downside is the unattractive location - mostly car dealerships.

Room Tip: Look out the window
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  • Stayed June 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Teach066
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ArbutusInn, Manager at Arbutus Inn, responded to this review, 8 August 2013
Thank you for your review on Tripadvisor about the Arbutus Inn.
We agree with you that we represent good value for you money. Although we are not located within the inner harbor hotel area but we are only a short 5 min drive away on Douglas St. The money saved staying with us can actually amount to be a good amount of savings. We offer free parking and great free in room wifi and the rooms have been renovated .
We do have an onsite National Car & Truck Rental location next to the front desk which is very popular with our guests. Thank you for your kind review and we hopefully look forward to seeing you again on your next trip to Victoria.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Auckland
Level Contributor
111 reviews
49 hotel reviews
common_n_hotel_reviews_1bd8 61 helpful votes
4 of 5 bubbles Reviewed 10 June 2013

Room has large window, ours also had a king size bed that was very comfortable, and a jacuzzi. Coffee/tea, wi-fi in room is free of charge, huge TV.
Noise from the road can only be minimized by keeping the window closed while running the a/c (a bit noisy).
Reception staff very friendly, helpful and never appeared rushed. Raymond assisted us with finding the right bus routes to restaurants and the university and generally was available for typical tourist questions .
Bus stop is right outside the hotel, very convenient, china town is just a 20 minute walk from the hotel; 25 minute shuttle ride to the airport.
Arbutus Inn provides more service and convenience than one would expect from a 2 star hotel - to be recommended!

  • Stayed June 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
3 Thank AucklandKat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Regina, Canada
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 25 May 2013

The Arbutus Inn offers first class amenities in newly renovated non smoking rooms. Wi-fi is available, free of charfge as is vehicular parking. There is front desk service 24 hours daily. Staff are exceptional. They are very helpful, friendly and accomodating. They treat you like family .... Coffee makers, microwaves and the beds are new and oh so comfortable.. Cleanliness is above reproach as the cleaning and maintenance people take great pride in keeping the hotel in top notch condition. For an enjoyable, comfortable, stay, book into the Arbutus Inn., You will enjoy and be glad you did.

  • Stayed January 2013, travelled solo
    • Value
    • Location
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    • Cleanliness
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Helpful?
2 Thank Ruth201
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sooke, Canada
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 23 May 2013

We needed a place to stay overnight for a concert in Victoria. The hotel was conveniently located within walking distance and an inexpensive cab ride return (after a few drinks). The room was neat, clean and comfortable with a HD TV that actual had HD on it. The staff was friendly and accommodating and a pleasure to deal with. We noticed that lobby, hallways and rooms were recently renovated and completed in good taste. It was comfortable atmosphere and would recommend the hotel to friends and family.

  • Stayed May 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Martin R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Arbutus Inn

Property: Arbutus Inn
Address: 2898 Douglas St, Victoria, British Columbia V8T 4M9, Canada (Formerly Travellers Inn Central)
Phone Number:
Region: Canada > British Columbia > Vancouver Island > Victoria Capital Regional District > Victoria > Burnside
Amenities:
Free High Speed Internet ( WiFi ) Free Parking Kitchenette Wheelchair access
Hotel Style:
#4 Best Value Hotel in Victoria
#21 Business Hotel in Victoria
Price Range (Based on Average Rates): £
Hotel Class:2 star — Arbutus Inn 2*
Number of rooms: 52
Official Description (provided by the hotel):
Arbutus Inn is located in Victoria, British Columbia and offers 52 guest rooms. All guest rooms are non smoking and have private bath, air conditioning and in room coffee/tea. Free parking and free hotel WiFi. ... more   less 
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Also Known As:
Arbutus Hotel Victoria
Travellers Hotel Victoria
Travellers Hotel Central
Arbutus Inn Victoria, Vancouver Island

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