Ratings based on 1,413 Verified Reviews

4.2 out of 5
84% of guests recommend
4.4 Room cleanliness
4.4 Service & staff
4.1 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from Edmonton, Alberta

Great spot for a weekend or more stay in Victoria

Posted Apr 26, 2017
Pros: Location, luxurious, & very helpful staff.
Cons: Difficult because they are just finishing off a major renovation and so temporary lobby & check in facilities have been set up.
Location: Great spot for walking to everything downtown Victoria & the inner harbour!
Had a small issue with our check in on our first day but the staff at the Empress found a way to fix the problem and went above & beyond to ensure that we were happy with entire stay. Perfect spot for walking around the inner harbour and checking out all the great restaurants & shopping in Victoria!
Comment from Hotel Management
Apr 27, 2017 by General Manager, Hotel Management
Thank you for your great review and valuable feedback. We are very pleased that you enjoyed your stay and look forward to your return! Sincerely, Indu Brar, General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler

Super hotel

Posted Apr 25, 2017
Pros: The location and the staff. The atmosphere is incredible
Location: The location overlooks the harbor and has a beautiful view. We went whale watching and saw a pod of orcas, including a baby!
The staff at this hotel are the top of their profession. Very helpful and a joy to interact with. The rooms are sooo comfortable. The hotel needs a coffee shop if guest need any quick incidentals. A pleasure to stay here.
Comment from Hotel Management
Apr 26, 2017 by General Manager, Hotel Management
Thank you very much for your valued feedback and great score. I am so pleased that you were able to take in some of our wonderful sights such as whale watching. We look forward to welcoming you back when you next visit Victoria. Sincerely, Indu Brar, General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 25, 2017
Great location All visiting sites are within walking distance. Staff at the hotel is friendly and helpful. Love our short stay!
Comment from Hotel Management
Apr 26, 2017 by General Manager, Hotel Management
Thank you very much for your great comments regarding our fantastic location and wonderful staff. We hope to welcome you back again one day soon! Sincerely, Indu Brar, General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler

Lovely old hotel but facilities weren't open

Posted Apr 24, 2017
Our room was nice but the windows were too high to look out...strange. We had to stand on a chair to look out the windows and some were not possible to see out of at all. The jr suite was recently renovated and was done nicely. The hallways of this lovely old hotel are regal. The staff at check in was a bit standoffish when I checked in using the presidents club line. Since the membership is in my husband's name I apparently do not have access to this line. I feel I should have been welcomed and not made to feel awkward. The porter however was super kind. We were not told until arrival that the hotel was still undergoing renovations. This was not flagged to us by expedia or when we called the hotel in advance and specifically asked about renovations. We were told the renovations to the rooms were complete when we queried which is true, they are complete. But you would think they would flag to us that the pool and the main lobby is not yet open. We were really looking forward to using the pool at this hotel. We were told we had access to a pool at a neighbouring hotel that is over a block away. We were also looking forward to using the spa but you have to go out the hotel and around the block to access it until the renovations are complete. Can't picture myself accessing either the neighbouring pool or the spa around the corner with my robe and slippers on!! Disappointing.
Comment from Hotel Management
Apr 26, 2017 by General Manager, Hotel Management
Thank you Jacqui for your feedback regarding your recent stay with us. I am pleased that you enjoyed your stay and will certainly provide your feedback to our appropriate teams. I do apologize that you felt awkward upon check in as this is definitely not how we want our guests to feel at any point. Our pool and spa will be open in the next few weeks as well as our new Lobby as all of our renovations and restorations will be complete by June of this year. I sincerely hope we will have the opportunity to welcome you back and experience all of our new amenities. Sincerely, Indu Brar, General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler

Top notch service

Posted Apr 24, 2017
Location: Great location. Middle of eveything
Hotel under renovations but Staff were excellent and were available when needed
Comment from Hotel Management
Apr 24, 2017 by General Manager, Hotel Management
Thank you very much for your great comments regarding our wonderful staff. We hope you will come back when all of our restorations are complete in June of this year. Sincerely, Indu Brar, General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 23, 2017
The Empress is the Standard. Classic, impressive and worth it.
Comment from Hotel Management
Apr 24, 2017 by General Manager, Hotel Management
Thank you for the great comments. We love our historic "Castle on the Coast". We look forward to welcoming you again. Sincerely, Indu Brar, General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler

Beautiful hotel and great location

Posted Apr 18, 2017
We had a marina view that was wonderful. The High Tea was really a fun thing to do. The woman who checked us in was very helpful and friendly. Only disappointment was the lobby was still being renovated. Would loved to have seen the finished product. Loved Victorian structure with updated, more modern room with elegant colors. Nice amenities as well!!! Would definitely stay here again.
Comment from Hotel Management
Apr 19, 2017 by General Manager, Hotel Management
Thank you for your lovely review of your recent stay with us. I will ensure your kind comments are shared. We look forward to welcoming you back again soon. Sincerely, Indu Brar, General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler

Nice hotel

Posted Apr 16, 2017
Heat didn't work so they gave us complimentary breakfast. Refrigerator also didn't work. Didn't offer to move us
Comment from Hotel Management
Apr 18, 2017 by General Manager, Hotel Management
I sincerely apologize for the shortcomings you experienced during your stay with us. Your feedback is valuable to us and I will ensure it is shared with our teams. We look forward to welcoming you back in the future. Sincerely, Indu Brar, General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler from OKC, OK

Impressive hotel on the Victoria harbor front.

Posted Apr 7, 2017
Impressive and historic building located on harbor front. Great rate for nice suite. Nice walking routes nearby, and close to excellent dining and shopping options.
Comment from Hotel Management
Apr 10, 2017 by General Manager, Hotel Management
Thank you Bob for the great review of our hotel and location. We look forward to welcoming you again. Sincerely, Indu Brar, General Manager
2 out of 5
by A verified traveler

Terrible check in

Posted Apr 5, 2017
We booked our stay on Expedia. We thought we had requested a suite for five people but upon arrival we discovered we had only indicated one person would be staying in the room. The lady at the front desk wanted us to return our Expedia hotel and book two rooms through the hotel for double the price per room because she couldn't find another room next to the room we had through Expedia. We ended up keeping the Expedia room and had plenty of room for four. I thought she was snobby and unhelpful. I also felt it was not a child friendly place to stay. I would not stay with this hotel again. The hotel is also being remodeled and there is hardly anything at the hotel to enjoy.
Comment from Hotel Management
Apr 19, 2017 by General Manager, Hotel Management
I sincerely apologize for the issues you encountered upon check in. Our staff strive to provide the very best possible service to our guests and we warmly welcome families and children. Our renovations will be complete in June of this year and we are looking forward to our beautiful new lobby and our pool and health club re opening. We sincerely hope we will have the opportunity to welcome you back once all is complete. Sincerely, Indu Brar, General Manager