Rated 2 out of 5 by tt2444 Disappointed
I have stayed at this hotel a few times and most visits have been fine. On the second last trip, Christmas night, the hotel was empty yet they placed me next to a room with children and a dog; I asked them to move which they accommodated but my gosh, the hotel was empty and I would have expected a really great room given my platinum status. Both rooms were standard. On this last visit I asked if they had 2 suites available and was told yes. I had booked 2 rooms and asked to be upgraded to the suites given my platinum status and fact it was early evening so no one would likely book these at such late notice. I was told that platinum upgrades do not include suites even though it clearly states this on SPG site. The front desk staff checked with his manager and informed me that because the hotel was close to capacity that I could not be upgraded to even just one of them! I then asked how much it would cost to secure one and the staff told me he would get his manager; the manager did not come out but relayed a message that there were none available! The second issue on this last trip: I was travelling with my elderly mother and had asked the rooms be close; not connected but within a floor. I was told that due to the high volume they could not accommodate; didn't matter that I booked the rooms over a month prior. However, when my room become filled with cigarette smoke it took 3 phone calls to try to sort this out; not once was I called to be updated. Eventually I asked to be moved and voila there was a room one floor down; now why was that not available when I asked for rooms to be closer? These last two trips have soured me on this hotel; it clearly was not at capacity either trip as we saw very few customers. I believe this treatment was not reflective of the hotel overall, but two visits in a row have not been pleasant.
February 6, 2014
Rated 3 out of 5 by Whippletree Poor IT support
On check-in I requested wi-fi in my room. As soon as I unpacked I tried to connect my iPad but was not successful. Then tried my Nexus and still no luck. I contacted Guest Services, was transferred to IT but continued in a phone loop for 5 minutes, called back to Guest Services and asked then to have IT support call me. Tried two more times in the evening and they could not contact the IT support.
Never did get a connection in my room!! Having a connection was VERY important to me but all I received was free parking in exchange!!!
January 15, 2014
Rated 5 out of 5 by RHall381 Loved the Club Floor
Stayed on the 17th floor, Club Floor, with the free breakfast and snacks. That in itself was wonderful, but the room was amazing. The beds and pillows were the most comfortable I've ever slept on! The only complaint I would have is that there is no air conditioning in the bathroom, so it never really stopped being "steamy" in there, as the exhaust fan was not the greatest. Other than that, perfection!
May 7, 2013
Rated 5 out of 5 by Michael862 Wonderful Hotel in Downtown Hamilton
My family and I (2 kids, 2 adults) stayed here for the weekend. We stayed on the Club Floor which has a very nice lounge and a nice breakfast spread included. Parking was easy and reasonably priced. Staff was excellent. I would stay here again in a heartbeat if I had to come to Hamilton again!
July 26, 2012
Rated 5 out of 5 by Ticat33 Wonderful Staff
Everything about our stay was great. We had attended a dinner dance event across the road where my wife inadvertently left her purse which she did not discover missing until the next morning. She called the front desk to ask what she should do-within 20 minutes the front desk had called Hamilton Convention Center security-they went to check out the room-and when I went across to help locate the table where we had sat, I was met by the security lady holding my wife's purse! Great help from both staffs.
November 18, 2013
Rated 2 out of 5 by steven22 good building bad staff
One of the worst stays I’ve had, Waiting in line for 30 min to check in. They had the name wrong for the person I was staying with had to wait for a manager to come to approve the change from “fank to French” 2 of the 3 elevators didn’t work. Had to wait in line again for that as you can only use the stairs in a emergency. Cleaners didn’t take time to clean the coffee circles of night stand. Waited 30 min at the restaurant to be served she kept saying she would be right back but didn’t come back to take our order by the time she took our order the kitchen had closes. Fire alarm going off for 2 hours staff not sure if it was safe to go to our rooms or not. Wonderful building/ location but the rude staff ruined it for us. Wont be back
January 8, 2014
Rated 5 out of 5 by Pickle8 Home away from home!
We always book 2 rooms & stay here when visiting our son. This visit it was my birthday & the pool & pool room were too cold to swim (our favorite part!) the 1st night! When I called to wine, the staff went above & beyond to fix the issue! Thank-you! They took $40 off each room for that night & the next day the pool & room were AWESOME & warm! When we got back from dinner there were 2 gorgeously delicious pieces of cheesecake waiting for us with beautiful birthday wishes!! Thanks for everything from all us Pickles!!!
January 11, 2014
Rated 2 out of 5 by armybrattt Needs more Cleaning....
The staff were very courteous & kind. We were checked in rather quickly & given a great room. However there was poor lighting throughout the room, the makeup mirror was of no use because it was off the the side & not well light, we had no clean towels & had to order some up to the room, the counter top surfaces (desk, bathroom, side tables) had not been wiped off as you could still see the rings from previous cups & smudges. It was really disappointing & gave me little faith that anything had really been cleaned before our check in.
But everything else was nice, we had a large room with a comfy bed, staff were great & the location was perfect.
December 11, 2013
Rated 4 out of 5 by PlatinumOnly Billing
The hotel has improved greatly since my last stay, club lounge improved greatly.
Accounting issue with wrong billing, added banquet chrges to my room when it was only room stay. This was compensated by SPG points but did take valluable time for correction on site and then later on in my expense report. It was handled by Dhana Syreeta very professionally.
January 12, 2014
Rated 3 out of 5 by disapointed Not Team Friendly!
We booked a block of rooms for our childs hockey team. When we arrived our rooms were on three different floors and not altogether as requested and promised. Shortly after arriving, we were approached by the concierge for making too much noise. If our rooms were together as they should have been we wouldn't have been disturbing anyone outside of our group.
After that, the concierge harassed us for two days at the pool, in the hall and even in our conference room. We weren't even allowed to stand outside our rooms or congregate anywhere.
I feel that for the amount of money we paid as a group we deserved to be treated with respect. I would never stay as this hotel as a group ever again...We felt very unwelcome from the front desk to the concierge..
February 23, 2013
Rated 1 out of 5 by butterfly75 Serious lack of communication!
There was a serious lack of communication between the hotel and call centre. None of the requirements we had for the room were met and staff, including the manager were rude and condescending with the exception of one lovely female desk clerk who was extremely helpful.
January 10, 2014
Rated 3 out of 5 by keitsbro Nice Room, Terrible Food
The room was nice big and spacious. It was well lit and clean.
The food was another story. We ordered a hamburger with no bun, Caesar salad my wife ordered a chicken breast with Caesar salad. When we received the food, my hamburger was so dry I could not get my fork into it to cut and the salad was wilted and brown. My wife received her chicken breast first time on a bun with garnish, then the second time it was covered in some sauce she never ordered. Her salad was wilted as well. We told the server to forget our meal and we ate in the mall.
It was a shame that the food was so terrible or the rating for our stay would have been higher.
November 10, 2013
Rated 1 out of 5 by Steve431 Don't stay here
It was a horrible night the staff had no control over the guest was stuck out side with my seven year old at 1130 at night due to false fire alarm people were intoxicated all over the hotel had a funeral to goto the next day with no sleep it was a horrible experiance and well never use that hotel a gain nor well I ever recommend it
January 5, 2014
Rated 3 out of 5 by ontariohobby Bad Reception
Gave me wrong room and key, Hotel lobby was freezing, Lobby looked like a war zone and was extremely cold. Staff had space heaters to keep them warm.
TV did not work with remote. Maintenance had to get old type of remote to get the TV to work.
The connecting mall is a tough area and I would not let my wife walk alone in the evening.
Sheets and bedding are great.
January 4, 2014
Rated 5 out of 5 by jjf57 Great experience
My husband and I thoroughly enjoyed our stay. The room is very comfortable and well maintained .The ambiance of the hotel is very cozy.
Would definitely come back and recommend the Sheraton Hotel especially to our friends and relatives.
January 6, 2014
Rated 2 out of 5 by Chart42 Issue with room and stay
Recently stayed at the hotel in Hamilton. On arrival it would be prudent to let the guests know they should park in the garage as there is no spots in front of the building on King street as they are occupied by taxi stand as well as construction pickup trucks. In reference to the construction, which I understand is required at times it may be prudent to let the guests know in advance. I had an early supper at the loft and it wasn't very peaceful with the work below.
The room itself was clean and spacious. However there is a notice to put the deadbolt and latch on for security when in the room. There was no deadbolt in the room and the latch was loosely attached to the wall as the screws were not in properly.
The next morning I went to have a shower and the hand sprayer didn't work at all, being diabetic with an insulin pump this was a major inconvenience and disappointing.
The television did not turn on to any channels at 10:30am in the morning. I tried to turn it on at the unit as well as with the remote but neither worked (though did the night before), perhaps encouraging earlier than noon checkout?
When I checked out I let the staff member know when I was handing in my key, she noted the deficiencies and said " thank you for letting us know, I will let maintenance know and have it fixed for our next guest".......what was being done for me the guest who had the issues?
I have lots of upcoming visits to Hamilton this upcoming year and will have to seriously review the options of this Sheraton, especially with the other hotels in the near vicinity.
January 10, 2014
Rated 5 out of 5 by combravo Beyond Perfection
I spend the last weekend at the Sheraton Hamilton and it was the most amazing experience. It was connected to the Hamilton Convention Centre so my son was able to go to his Conventions and back which was amazing! Their business area had five computers and printer as well as a separate section with t.v. and couches, the bar was great, the restaurant and food was great both at the bar and the restaurant. loved the place!!!!!
July 31, 2013
Rated 5 out of 5 by KenZ Excellent Hotel and Friendly Staff
I was here for an extended stay of 3 weeks for business. During my 3 weeks here the staff meet all my needs. I was in the corner room with the king size bed. Room was very large and spacious. Only downfall was I wish the lighting was better. Maybe more lights.
Gym had a variety of weights and treadmills. Swimming pool was heated which is great because of the cold Canada weather.
I was in the club floor level which included breakfast buffet which was delicious, the server was very friendly and helpful. She provided guidance of local attractions that I could visit.
I was going to check out for one night to go to Montreal for the weekend and return the next night; the assistant manager was able to not charge me for the 1 night that I was not staying.
Overall I had a wonderful stay at the Sheraton in Hamilton. Btw parking is underground (heated/warm) for $9.99 CAD per night.
March 13, 2013
Rated 5 out of 5 by Randym Renewed Sheraton Hamilton Shines and Satisfies
the Sheraton Hamilton is a hidden gem in the Starwood stable of fine hotels.
As a Life Platinum member I have stayed a lot of nights in a lot of places. The staff, service and facilities at the Sheraton Hamilton is always 5 star. The gastronomical features and 2nd floor bar are amongst the best anywhere .... here you will find big city features at small city prices. Kudos to the manager and staff!!!
May 29, 2013
Rated 5 out of 5 by LilyJune Exelent Hotel
Stayed at this hotel for a Johnny Reid concert at Cops.......GREAT location for this venue. The hotel and staff were great, the room was very comfortable and clean. The only thing we didn't like.....we were in room 1711...right next door to the club lounge, we thought great that is so handy. Well at 6.00am they started moving furniture and it was so noisy, we didn't get back to sleep. We told the staff at the front desk, and they were so nice.....said sorry and gave us free parking and extra SPG points. So if possible don't stay in room 1711......other than that the hotel was exelent, and we would definately stay there again.
May 9, 2012
Rated 1 out of 5 by Szal73 Not Good
I was in room 1609 and at 6:20 am I was awakened by the sound of tables and chairs being dragged across the floor in the room above me on the 17th floor which turned out to be the club lounge. This went on for almost 3 hours. When I mentioned this to the clerk I was told "oh they're suppose to have thingys on the bottom of the furniture to keep the noise down". Apparently hotel management knew this was a problem and never followed up on their cleaning team to make sure that their instructions were being followed. Being that we had gone to a concert the night before and were out late being awoke at 6:20am made our stay a very unpleasurable experience.
October 20, 2013
Rated 5 out of 5 by DocKW Urban Oasis
This Sheraton demonstrates all the qualities of excellent customer service. Cindy and Amanda, the front desk staff, represent exactly what clients hope to encounter upon their arrival. Their knowledgeable and personable demeanor set the perfect tone for the relaxing and friendly atmosphere of the hotel.
July 30, 2013
Rated 5 out of 5 by JeanneB Ride to Conquer Cancer!
On Saturday June 9th the hotel was sold out. The staff did an outstanding job welcoming the bike riders and those of us involved in the event. They welcomed guests at the door with punch and warm smiles. They ensured everyone was comfortable and felt at home. My personal thanks to Gassan, Lena and Erin for making me feel like a special guest!
June 13, 2012
Rated 5 out of 5 Amazing Time in Hamilton!
In Hamilton for the Napolean Exhibit, what a treat to have the hotel right across the street! A wonderful quaint parisien restaurant called Bistro Parisien only 5 minutes away. Returned to the museum the next day to see a French 19th century exhibit for Free!
All in all a wonderful "Parisien" experience in Hamilton. Imagine that!
February 19, 2013
Rated 5 out of 5 by BubbaGolfs Nice place
We stayed overnight as we were attending the Canadian Open Golf tourney at Hamitlon G&CC. I booked on-line and wasn't expecting muich for a 3 star rating and the room rate. What a surprise the hotel was very nice, breakfast buffet was a nice bonus. Got lost even with my GPS but the reception staff was very helpful when I called.
August 1, 2012
Rated 3 out of 5 by MSJ0027 A tad overpriced
Hamilton is a nice city, but in no way should a hotel in downtown Hamilton command the prices that this hotel does. $10 for parking isn't unreasonable, but that wasn't clear in the booking. Add $10 for Wifi left me with a sour taste, especially since the room itself was already above $160. Wouldn't choose again.
February 24, 2013
Rated 5 out of 5 by JeanneB Excellent Service From the Front Office Manager
As a monthly guest at the Sheraton Hamilton Hotel, and a very hectic schedule through December with numerous stays from the end of November until the end of January, the Front Office Manager has managed to keep track of my schedule and ensure my special requirements are met for each stay.
Thank you Gassan!
November 10, 2012
Rated 1 out of 5 by B2589 Worst hotel experience EVER
I am a big fan of Sheraton Hotels and have often gone out of my way to stay at one. This experience has completely turned me against Sheraton. There was an incident in the hotel that lead to the fire alarms going off. I was understanding of this but the alarm continued to ring for multiple hours. We were in the hotel lounge when the alarm initially went off waiting to be served food. Once the alarm went off the staff refused to serve us anything and when were explained that we had been waiting over a half hour to be served they were very rude and reported that it was too late and they would serve us regardless of the alarm. We left the hotel to get a meal and upon returning the elevators were broken and since the stairwells are locked and don't connect to the lobby we had no way to get to our room. When we let front desk staff know they challenged this fact and accused us of lying. They eventually checked the elevators and sent us to take the service elevators up. Simply having staff directing guests to get to their rooms would have made this issue more manageable and instead we were treated extremely poorly. The following morning I went to the front desk and explained that we were appreciative of the safety precautions but that the way staff were treating guests and the inconvinience of no food service and no elevator service was very upsetting. The staff member at the desk did apologize but also challenged the facts I discussed once again. I used to work in the service industry prior to getting in with a government agency and I know that if I ever spoke with guests that way I would have been out of a job. Needless to say I will not be rushing back to Hamilton Sheraton and at this point don't have the desire to return to any Sheraton.
January 5, 2014
Rated 3 out of 5 by KyleC Disappointed
The hotel itself was clean except for renovations going on which wasn't a big deal to me. Overall I was happy until we came back from our event.
There were a lot of young intoxicated kids in the hotel so when we arrived to a fire alarm I was not surprised.
We went back to our room after after awhile it was turned off. My biggest problem came later that night when me and my girlfriend were having a few drinks and listening to music.
At about 1230 one of the hotel staff was knocking on our door telling us to stop smoking (neither one of us smoke or do drugs which could be smelt on the entire non-smoking floor) after we yelled that we were not smoking she spoke back telling us we would get a 200 charge to our room if we did not stop. I had to get out of bed and physically show her that we weren't doing anything of the sort but that we could clearly smell someone smoking pot.
We purposely booked a higher floor to avoid these kinds of problems considering the type of event it was. I did not appreciate being accused of something I do not partake in. It is embarrassing and unprofessional.
In the staffs defence I overheard them say that their co-worker was being very un-cooperative and that they had to move half the rooms to new floors because of the smell. I work in customer service so I understand the stress that comes along with something like that but the situation should have been handled much differently.
We didn't care for the smell and didn't
want to change floors but it wasn't even offered. If I had not been there for an event and was having drinks later at night I would have just went to another hotel considering all the chaos that was being delt with.
It wasn't the end of the world but based on how everything was handled I would not return to this hotel ever again.
January 5, 2014
Rated 5 out of 5 by JeanneB Afternoon Tea Fundraiser - The Weekend To End Women's Cancers
I had the pleasure of working with the team at the Hamilton Sheraton Hotel organizing and hosting 60 guests in the MacNab Room. The staff were pleasant and attentive. They did an excellent job! Special thanks Antonella - Corporate Events Sales Manager
February 26, 2013