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Old Posted Nov 10, 2007, 7:33 AM
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Pan-Pacific drops a diamond

BY BRUCE CONSTANTINEAU
Vancouver Sun


Friday, November 09, 2007


VANCOUVER - The Pan Pacific Hotel in Vancouver has lost its prestigious five-diamond rating from the influential American Automobile Association - a ranking it has earned 17 times in the past 18 years.

The downgrade leaves Vancouver with just one five-diamond hotel - Sutton Place, which has received the top rating for 19 consecutive years.

But a new B.C. property - the Four Seasons Resort Whistler - made the exclusive list this year, leaving it and Sutton Place as the only Canadian five-diamond lodgings.

Pan Pacific hotel manager Stephen Peters said AAA felt many of the hotel's bathrooms were too small - without separate bathtubs and showers - and expressed concern over growing congestion and lack of a "wow factor" at the hotel's lower-level arrivals area.

"They just felt it was too busy and it didn't have a big wow factor, which is delayed until you go up the escalators and get into the lobby," he said in an interview.

Peters said there's little the hotel can do about the entrance area, which it shares with other Canada Place tenants. He also noted the hotel would have to eliminate about 100 of its 504 rooms to accommodate the bigger bathrooms AAA wants for the five-diamond rating.

"That's not commercially viable for us - it just wouldn't make sense," Peters said.

He said AAA has raised its physical standards with the evolution of new hotel properties and that's a trend that works against many older hotels.

"We're a 21-year-old building and there are certain restrictions in what we can and cannot do," Peters said. "The entrance is almost out of our control."

But he stressed AAA still gave his hotel extremely high marks for service, as it easily beat the required standard of 251 points by earning 274 points on service.

"We were shining on service, absolutely shining," he said. "Our service remains a hallmark of our reputation but the physical site just doesn't cut it now."

Peters said the downgrade won't affect hotel operations in any way and the hotel will continue to invest in major upgrades, noting it has spent $24 million in improvements over the past 10 years.

"We're not about to change what we've built up over 21 years," he said. "We won't change the quality of the goods we buy or the materials we use and we'll continue offering five-diamond service. Business will be the same today as it was yesterday."

New York topped the AAA list this year with six five-diamond properties while Las Vegas has five.

Vancouver used to have three five-diamond hotels but the Four Seasons Vancouver property lost its top ranking four years ago after earning it for 27 consecutive years. AAA cited building limitations in making the downgrade but noted the hotel still offered superior service.

Four Seasons Vancouver general manager Guy Rigby said four-diamond is still a very strong rating but physical limitations of many hotel buildings work against them earning a five-diamond standard.

"There are just two five-diamond properties in all of Canada," he said. "What's wrong with that picture? There are some exceptionally good hotels in Canada and very, very good brands. But a lot of it has to do with money and the physical product.

"To me, the service levels in hotels in Canada are as good as anywhere in the world."

Four Seasons Vancouver is currently spending more than $5 million upgrading its downtown property and will open renovated bar, lounge and restaurant facilities next month. But Rigby said the improvements are not being done to try to regain a five-diamond rating.

"I'm spending the money here because it's a business and I want to get a good return for my owners," he said. "We have to remain competitive in this market to get a decent return."

Rigby said despite the downgrade, the Pan Pacific will remain one of the most successful hotels in Vancouver, just as the Four Seasons did after its downgrade.

The Four Seasons Resort Whistler, which opened in June 2004, received the five-diamond designation in its first year of being rated by AAA. The property has 273 guest rooms, suites and townhouses and AAA inspectors were clearly impressed.

"Aside from the spectacular mountain setting and beautifully appointed guest rooms, the on-site recreational facilities at the Four Seasons Resort Whistler are most impressive, including cardio machines that feature small television screens," inspectors wrote in their report.

"After an arduous workout, the hotel's changing rooms offer a sublime retreat featuring a unique rain shower system."

AAA representative Michael Petrone said five-diamond establishments reflect the characteristics of ultimate luxury and sophistication.

"The physical attributes of these properties are extraordinary in every manner and personalized services for guests consistently exceed expectations of even the most refined traveler," he said.


http://www.canada.com/vancouversun/n...e99ceb&k=39253
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