Sam & Edward R

Overall satisfaction: Excellent

Services from rental manager: Excellent

Cleanliness Excellent

Location Average

Property condition Very Good

Perfect location for exploring downtown without the need to hire a car! The hop-on hop-off trolley ride also stopped very near the apartment so by buying a 2 day ticket was able to travel further afield easily.

Excellent 'bonus' facilities- swimming pool and bowling alley which we made loads of use of.

We travelled with an 8 month old baby and the apartment worked really well- plenty of room for travel cot, and washing machine and dishwasher made dealing with any mess very easy. Carpets are very light though so would recommend to any other parents that they bring a blanket for their baby to sit on in case of minor sick ups! Fed baby on wipe clean kitchen floor in case of any floor spills which worked well.

Only minor complaint was that there was a lot of white hair on the floor, probably belonging to a dog. Apartment did not smell of dog or cat however but constantly having to take hairs off clothes.

Excellent customer service from Lori. Very helpful and accommodating of the Vancouver-UK time difference when organizing accommodation. Extremely efficient and friendly.

Whenever booking through an unknown holiday / vacation rental service particularly when paying up front you are always a bit paranoid about whether it is a shonky company out to rip you off. I can now reassure any future renters that there is excellent accommodation when you arrive, and that you do get your deposit back if you leave apartment in good condition.

We had a great holiday, so thank you for helping to make that happen!

Cathy F

Overall satisfaction: Excellent

Services from rental manager: Excellent

Cleanliness Excellent

Location Excellent

Property condition Average

Our greeter was always on time, and filled with good helpful information. The location was perfect, walking distance from most venues and train stops as promised. My only complaint was the price paid, not set by your company. We will look to your company in the future as we plan to revisit Vancouver. Thank you for your assistance in a very complicated and well planned visit. We could not have done it without the assistance of EMR vacation rentals!

Sue S

Overall satisfaction: Very Good

Services from rental manager: Very Good

Cleanliness Very Good

Location Very Good

Property condition Average

The service before we arrived was excellent, but things went steadily downhill on our arrival day. We had pre-arranged to arrive a little earlier than 4pm and in the end did so at about 3.30pm. Unfortunately, on arrival our greeter did not know even where the apartment was in the building or if she had the correct keys. When we entered the accommodation, it was not ready. The owners were there and had clearly not been informed that we were due to arrive early. They were even still setting up the TV which was left on the floor. There was no internet access as promised which was a real downside for our stay.
Having stayed in self catering accommodation before, we were extremely disappointed that EMR had not taken the responsibility to make sure that the apartment was as it should be prior to our arrival. Also, having just come off a ten-hour flight, to arrive in an apartment with not even the basic provisions such as a loaf of bread or milk in refrigerator was terrible - having to straight away go out to look for a supermarket in a strange city when you are jet-lagged and exhausted was really bad.
The greeter had no details of our booking and was relying on us to supply her with all this information e.g. amount paid, damage deposit etc. and only seemed interested in getting an imprint of my credit card- the reason for which she was unable to explain - I still don't understand why as all payment had been taken several months back.
Although the owners were very nice and gave us a contact number, there were no instructions in the apartment for anything or any information about the surrounding area and nothing about the leisure facilities or even where to put out the trash. This too was very frustrating and we had to waste time chasing stuff up.

The apartment itself was great and very well equipped. The only improvement for jet-lagged travellers and people on holiday wanting to relax and have a lie in would be to have the ability to darken the rooms as they became very bright and hot especially the smaller one as soon as the sun came up.

The final straw was check out. Again, I had to chase up EMR about what the arrangements were. Having been told that the 'greeter' would have a key, it turned out that the cleaner was checking us out and could not access the building. If I had not been proactive in calling the office again, she could have been outside for a very long time and we could have been late for a flight. To not have a proper official person checking us out, confirming everything was ok re damage deposit and perhaps checking an inventory for the property was exceptionally poor.

We were left feeling that as soon as EMR had our money, that was were the customer service ended and this is what we will be telling the owners as well.