Pelicanstay in Burnaby Lake

I rarely leave a bad review, but will do my best to make sure no one else stays here. Though the basic amenities were ok; wifi, coffee, gym in building - customer service was very bad, and they charged me much more (twice as much as hotels.com listed) which I am currently contesting. Got a number to text about checking in, that person then texted another person (the building manager) who had to go back and forth to find somewhere for me to park, and warned me 3 times about leaving things in my car (in the building's locked car park) because otherwise it would be broken in to. There was mould in the bathroom, a strange smell throughout, loose fittings, and generally my previous experience in Vancouver (staying on East Hastings Street) was more pleasant, despite its reputation. Do not use Pelicanstay - this experience has made me reconsider using hotels.com in future.

The apartment is in a convenient location, big enough, great kitchen with the basics. didn't even try to use the sofa bed, looked uncomfortable & broken... My complaint is with the administration of pelican... $125 of hidden costs in the fine print of the hotels.com site. They sent a registration form x email, asking for copy of my passport & credit card info including the 3 digit code, which i refused to send as i had already paid for hotels.com... On check-in day i received another email asking for the info once again or the would not allow me to check-in. I just sent a foto off my passport... When i arrived to the apt rental office at the pre arranged time there was nobody there, phoned the office #, there person who answered want aware of my reservation but helped anyways...long story short, good apt, horrible management

I wasn't happy about so many unexplained charges on my CC. The added $250 damage deposit and $95 cleaning fee (I expect cleaner if I'm paying) and $10/day parking fee even though we opted out and used street were annoying surprises and frustrating to get back. Not to mention the requirement of a picture of my CC and id uploaded to an unsecure website which was mandatory for check in. I'm a global traveller, never have I been asked for photo of my CC after it was charged and approved first. FYI i refused to upload my CC and got away with it, but they wern't happy with me. The playpen I requested never showed and the futon was busted enough that it wasn't safe for my daughter. The cracked coffee pot (coffee not provided) was caked in wierd brown sludge in the filter basket and the scum and black ring on the shower curtain made me gag. They only offer 1 fob, so if your party has seperate errands it should be coordinated so everyone can get back in. I was working, hubby & daughter came for liesure, which is why I thought an apartment w/ kitchen would be nice. I liked the space and mainfloor access, though noisy a block off Kingsway, was convenient for travelling with work gear and a baby. But as I kept different hours I had to make sure hubby would be home to let me in when I was done. The noisy location, the missed playpen and busted futon I would have overlooked had they been a bit more friendly and helpful. They treated me like a truant and were rude and disorganised.

Property that I had been request that was no such thing as a help desk and no confirmation about check in and cleaning was okay but no replacement of any towell or Neptune everyday which was quite disappointing..

The location was great. 5 minute walk to the Metrotown mall. The onsite contact was freindly enough, but not well prepared. I lost the fob for the building within the first hour of arriving and she had no replacements, I had to go into another suite and retrieve a fob from there myself. They should have some back-ups. The apartment only had bedding for the bedroom, and only one of the couches folded down, so one of my kids had to sleep one a short love seat, and both the kids used their own sleeping bags. The seperate room was terrible, bed like a slab of rock, and there was no TV. The kitchen was faily well supplied, all neccessary appliances and utensils, except a decent frying pan or cookie sheet. I didn't realize they do not supply coffee until the fist morning, d-oh! There was a few tiny packets of soap and shampoo, but we had to buy our own. The washer/dryer combo was really handy, although there were no instructions for it and it wasn't super user friendly. The air conditioner was a stand-alone, the exhaust hose was run through the open, sliding door to the deck, which meant it was left unsecured while the A/C was in operation, which was a lot, as we got the evening sun. There was no daily service for the room, and since it is an apartment building no regular hotel services. The pool was nice, and clean, and the other tenents in the building were friendly and polite.