Civic Hotel, Autograph Collection

Conveniently located near the rail station that takes you to Vancouver.

-pool
- breakfast
- location

I am extremely disappointed with my experience while trying to book a meeting room at this hotel.

I called to reserve an event space and spoke with the Sales Manager. She quoted me a rate for what she called a “full-day” rental, but when I asked for clarification, I was surprised to learn that their definition of a full day was only 8 hours (12:00 PM to 8:00 PM).

I politely explained that an event rental requires time before guests arrive for setup and time afterward for cleanup. I requested either a true full-day rental or, at the very least, a small adjustment to 11:30 AM to 7:30 PM so I could use the extra 30 minutes before and after the event for setup and packing while keeping my actual event from 12:00 PM to 7:00 PM.

My request was immediately rejected without any willingness to discuss options or provide a customer-focused solution. The Sales Manager repeatedly stated that she would not make any exceptions and that “these are the rules.”

When I asked if there was someone else I could speak with, she responded that she was the manager, she managed everything, and whatever she said was final. Her tone throughout the conversation came across as dismissive, rude, and unprofessional.

I have worked with many hotels over the years while organizing events, and this is the first time I have ever encountered a hotel that considers an 8-hour rental to be a full-day booking with absolutely no flexibility for basic setup and teardown time. By that logic, would a 10-hour event be considered a two-day rental? It simply doesn’t make sense from an event planning perspective.

The issue wasn’t only the policy—it was the complete lack of customer service. Policies can be explained professionally, and customers should be treated with respect, especially when they are trying to book an event.

I hope hotel management reviews both their event rental policies and the way customers are treated. The Sales Manager’s attitude reflected very poorly on the hotel, and based on this experience, I cannot recommend this property for anyone planning an event.

Good location, I liked the soaps and lotions,

Would prefer a buffet

Love the location. The staff was friendly and the hotel was very comfortable and clean.

El desayuno fenomenal

Good location. Good restaurants attached.

Ontbijt was een keuzemenu. Bij het bestellen van 2 gerechten, moest je bijbetalen. Dat vond ik overdreven. Kamer vond ik te duur (vanwege WK al tijdig geboekt), maar bleek nu CAD 100 goedkoper te zijn op boeking.

This was our 2nd time to Canada and by far best hotel so far., It was close to transport links. Like bus and metro which makes getting around easy. The fact you had all 3 meals plus a cafe which meant you weren’t overly reliant on super markets, the staff at reception were brilliant and helped with initial problems we had on arrival. which continued with restaurant staff when we had breakfast and even cleaners. The layout of the rooms was nice and being high up you got nice view.

I stayed at Civic Hotel Surrey during the World Cup on a redemption booking, which was excellent value given that paid rates were running at more than C$1,000 per night. At those prices, I was surprised the hotel did not seem full, which perhaps says something about how aggressively rates had been set.

The location is convenient if you are using public transport. The hotel is right across from Surrey Central SkyTrain station, and the train gets you close to the World Cup venues in Vancouver. The journey is about 35 minutes. During off-peak times it is comfortable enough, but late at night after a match the train can be packed, and standing the whole way back with crowds of hot, tired fans gets old quickly if you are doing it more than once.

My main issue was that the hotel appeared to raise rates substantially for the World Cup without fully thinking through the needs of World Cup guests. Some matches in Vancouver started at 9pm, which meant fans were realistically getting back to Surrey around midnight or later. At that point, there were no meaningful food options at the hotel. No room service, no minibar, and no late-night grab-and-go option.

That felt like a real miss. Marriott is a World Cup supporting partner, and the hotel had a lovely Instagram-friendly World Cup backdrop in the lobby, which was fun and well done. But the practical guest experience mattered more. After coming back from the stadium late at night, having eaten ordinary stadium food, guests needed something simple and convenient. A small grab-and-go station, a limited match-night menu, or even a list of nearby late-night food options that were safe and easy to reach would have made a big difference.

I raised this with management and suggested some practical fixes, including partnering with local businesses or preparing a late-night food option specifically for match nights. As an international visitor, the area around the SkyTrain late at night can feel a little uncertain, and I did not want to wander around looking for food after midnight.

That said, the hotel itself is very good. My room was modern and comfortable, the property felt clean and well run, and I enjoyed the pool and hot tub. It is a solid city hotel in Surrey and very convenient for the SkyTrain.

Overall, I would stay here again if the price was right, especially on points. But during a major event like the World Cup, the hotel needed to do more than decorate the lobby and raise the rates. It missed an opportunity to meet the actual needs of the guests it was charging premium prices to host.