Front of property
Check availability

Reviews of The Empress Palace

2.5 out of 5
The Empress Palace
12788 Ross Pl, Surrey, BC

Reviews

2.6
Rating 10 - Excellent. 0 out of 28 reviews" "
Rating 8 - Good. 1 out of 28 reviews" "
Rating 6 - Okay. 0 out of 28 reviews" "
Rating 4 - Poor. 4 out of 28 reviews" "
Rating 2 - Terrible. 23 out of 28 reviews" "

3.8/10

Cleanliness

2.8/10

Staff & service

4.0/10

Amenities

3.2/10

Property conditions & facilities

4.0/10

Eco-friendliness

Reviews

2/10 Terrible

Kevin

Business traveller, Travelled with partner
Disliked: Cleanliness
I never checked in could not get close do to a wedding or something being held there tried calling no answer tryed contact Expedia virtual assistance locked the chat so if charged I will have the fee declined
Stayed 1 night in Jun 2023

4/10 Poor

Timothy

Business traveller, Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
Thank you for this opportunity hopefully to let the world and more specifically Expedia customers about the Empress Palace. The name and the pictures give you an idea that this is a fantastic hotel. It turns out you are actually renting a room in a house with a shared bathroom. The only good thing I have to say is that the location was convenient. At check-in everyone is there but they will not answer the door or the phone. In fact the locked front door has an intentionally disconnected doorbell. The building has no sign on it which seems strange when you are searching for your hotel. I drove four hours and wanted to just check in and get my key before running off to a meeting. Sometime after two phone calls, I received a text saying come right over and don't forget to bring cash as that is the only form of payment they accept. After I had my meeting, I went to the ATM for the cash rather than getting to use my company travel credit card. At check in, three things happened: first the price was changed from $169 to $175 due to 'utilities' No explanation forthcoming, Second, the lady of the house tried to put us in an inferior room rather than the one we selected. After putting up resistance she allowed me to have the room that we booked. Third, we were introduced to the surprise shared bathroom, definitely not what we booked. You want your own bathroom, it will be a bunch more money! Finally, the bed. A three inch thick mattress on a metal frame with no box spring. Ache!
Stayed 1 night in Aug 2023

2/10 Terrible

Du

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jul 2023

2/10 Terrible

Robert

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
No parking A house in a uncomfortable neighbor hood Decided to not even go into the place Presently trying to find a different place to spend the night
Stayed 1 night in Jul 2023

2/10 Terrible

Shawn

Business traveller
When we arrived, we were told that the reservation had to be paid in CASH ONLY. Nowhere on the booking were we told this. We have notified our credit card company not to accept any charges.
Stayed 1 night in Jul 2023

2/10 Terrible

Anne

Travelled with family
Disliked: Staff & service
They wanted cash for the stay, didn't know that we had to have cash. It's late and we are tired and we didn't have cash. They said we could go get some. We said we couldn't do we all agreed to cancel. This should be stated in the information before a person books. It was all very weird and I think Expedia should not be using this place to stay.

2/10 Terrible

Aarati

Travelled with family
Disliked: Staff & service, property conditions & facilities
Worst and horrible experience. We (a family of 4) went to see that this place a nothing but someone’s house and the lady I spoke to, did not open the door in spite of constantly ringing the doorbell and calling her. I am shocked to see Expedia having this place on their website. Ultimately we had to search for another place. Worst lifelong experience. Never book this place.
Stayed 1 night in Jul 2023

2/10 Terrible

assol

Travelled with family
Disliked: Property conditions & facilities
5 h later after I got confirmation from Expedia, property sent “urgent message” re cash only pay. Owner asked 270 in cash during the phone call, few hours later requested 279 by text and 299 on arrival . Also asked 30 for parking inside gates. No receipt . Wet carpet. Dirty . Noisy .Top blanket with strong smell urine. “By the way “ mentioning after giving key and showing room: shared bathroom for 3 units! Had to wait for fellow resident who was taking shower for 15 min at 5 am in the morning, stressed trying to catch ferry. In short: dishonesty, very unclean and uncomfortable.
Stayed 1 night in Jul 2023

2/10 Terrible

Cyril

Disliked: Cleanliness, staff & service
Stayed 2 nights in Jul 2023

2/10 Terrible

Tony

Disliked: Cleanliness, staff & service, property conditions & facilities
Ask me to pay cash in advance otherwise they will not let us in. Never hear that before for a real hotel.
Stayed 5 nights in Jul 2023

2/10 Terrible

Robert

Stayed 2 nights in Jun 2023

2/10 Terrible

Celestino

Disliked: Cleanliness, staff & service, property conditions & facilities
This place was horrible, they didn’t let me in they didn’t recognize the app and the push me about the property together with my wife it was horrible experience.
Stayed 1 night in Jul 2023

8/10 Good

Melba

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Expedia.com did not provide an accurate description of the Empress Palace. Firstly, they did not mention that if you choose a family room, there’s a chance that you are sharing a bathroom with another family guest. Secondly, the separate parking fee wasn’t mentioned either. It would be better if all of this information is specifically reiterated in the Expedia website instead of writing “the price DOES NOT include any applicable property service fee.” Furthermore, the location may be mis-categorized as a hotel since it feels more like an airbnb and is also located in a residential neighborhood culdesac No wonder this place has bad reviews, it’s due to the inaccurate information provided by the Expedia website. On the other hand, the Empress Owner herself is very accommodating. While she did charge us an additional fee to upgrade to a family room with a private bathroom, she waived the parking fee as well as the deposit fee. The owner is friendly and a good hostess. She even asked what else we needed to make our stay a good one, but we did not ask anything more from her. This place is a hidden gem, but only if the correct information is provided. The area is clean and their bathroom is the highlight since they have a bidet, which is not common in most of the places we have been to. Just make sure you bring your own bath soap, shampoo, and conditioner. The place is very quiet and if you just want to have a place to stay for the night this place is sufficient enough 😊
Stayed 1 night in Jul 2023

2/10 Terrible

Vikas

Disliked: Cleanliness, staff & service, property conditions & facilities
Cancelled the booking
Stayed 1 night in Jul 2023

4/10 Poor

Muhammad

Travelled with group
Disliked: Staff & service, property conditions & facilities
This isn't a hotel, and a very weird hostel. The manager seemed rude and made rules on the fly. Only accepted cash, and charged extra $10, by making up a rule on the spot about some amenities fee, but mostly she didn't have change.. Parking is on the street, or you pay $20 for parking inside the gate...but street parking is just fine...again she made it sound like she's doing a favor by confirming that street parking is free...just a very weird place
Stayed 1 night in Jul 2023

2/10 Terrible

walter

Stayed 1 night in Jul 2023

2/10 Terrible

Mansi

Stayed 1 night in Jul 2023

2/10 Terrible

Ray

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Jun 2023

2/10 Terrible

Budimir

Stayed 1 night in Jul 2023

2/10 Terrible

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
NOT A HOTEL
It’s a house on a block, we booked through this website and once we got there the owner raised the price and asked us to pay in cash.
Stayed 2 nights in Jun 2023
Response from Selina on 26 Jun 2023
Or ce is, per number of people and payment is by cash upon availability.It is a Palace boutiques hotel.Thank you

4/10 Poor

Patricia

Stayed 1 night in Jun 2023

2/10 Terrible

charanjit, Kelowna

Disliked: Cleanliness, staff & service, property conditions & facilities
Staff was not helpful at all. Even not opening the door until we accepted their condition.
Stayed 1 night in Jun 2023
Response from Elina on 17 Jun 2023
Acceptance of condition means show your ID.Guests in our hotel must pay before arrival as, many are not showingPayment is by giving us full information of your debit card and have it handy on arrival. day It is routine for any hotele Interact or Debit

2/10 Terrible

Manoj

Stayed 2 nights in Jun 2023

2/10 Terrible

Christian

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Poor
The place was really unsafe and I wouldn't recommend it if your standards of cleanliness are low.
Stayed 1 night in May 2023
Response from Elina on 29 May 2023
HelloIts been cleaned before each guest arrives and within your own room we do not get maid enter during your stays.If there is special request of cleaning inside of your room extra charges will be applied Also there is security cameras on common areas and we are following protections possibility for all. Thanks

2/10 Terrible

Laurie

Stayed 1 night in Apr 2023
Response from Elina on 31 May 2023
Thanks for your opoion.Be sure we are trying our bestTo some it is great to some it is average but we are all about standard way of Accomendation at the Palace for you

2/10 Terrible

Eleuterio

Travelled with family
Stayed 1 night in Mar 2023
Response from Elie on 16 Apr 2023
Hello guestYou did not attend as you arrive hotel what it was after hour and it was closed You did not pay us either.

2/10 Terrible

Fernando

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
They did not provide washcloth or soap and the bed were very thin/ not comfortable
Response from Elina on 31 Dec 2022
DearWe provide towel And liquid soap If you want extra you could order it

4/10 Poor

HEMING

Disliked: Staff & service, property conditions & facilities
Stayed 3 nights in Aug 2023