I wrote to Mr. Hengst about my dissapointing stay at their Vancouver property. The room was very comfortable and the service was generally good. However, a fire alarm went off during the middle of the night twice thus disrupting a much needed night's sleep after a long transpacific flight.

Also, upon entering the room right after check-in for my one night's stay, I noticed the room was very warm. So I jacked up the air conditioning. Well, the room was warm throughout my 20 hour stay. Just before checking out, I put my hand on the vent and felt warm air blowing out. I doubled checked to make sure I didn't err in my adjusting the thermostat.

But what made it worse was when upon checking out, the receptionist asked about our stay and we voiced our sleep disruption and malfunctioning cooling system. She simply apologized and then that was it. I expected to her to at least comp my C$30 breakfast (the breakfast was fantastic, they really know their smoked salmon).

My letter to Mr. Hengst was resolved well beyond my expectations and I was exceedingly pleased. It's service like this that keeps me going back to FS wherever I travel (and of course if I could afford it, so no George V for me).