Rated 4 out of 5 by JD79 TRAINER
Location and staff was great
May 17, 2014
Rated 4 out of 5 by Guest324 Great staff
I'm a frequent guest at this hotel. The front desk and lobby staff are always friendly and attentive
May 15, 2014
Rated 3 out of 5 by RomanticEscape Very Disappointed!
I had a surprise weekend planned for my husband and I. I pre-arranged flowers, rose petals, chocolate covered strawberries, a stuffed bear, a gift, and two bottles of wine to be dropped off at the hotel before our stay. I phoned twice to check with hotel staff that they could arrange things in the room for me prior to our arrival.
I asked for the wine to be on ice, the rose petals to be on the bed with the gift and bear, the flowers in the bedroom, and the strawberries in the fridge.
My check in time was supposed to be 3pm. I arrived at 4:30pm to make sure there was ample time to have the room set up. When we arrived I was told the room was not ready yet. This frustrated me but I chose to sit at the bar with my husband for a drink so that they could set things up properly. About 20 minutes later they came and told us the room was ready.
I was disheartened to arrive in the room to see everything just dumped on the coffee table in a heap. No ice for the wine, the rose petals and gift in a plastic shopping bag, the stuffed bear laying on its side beside the roses and chocolates.
We made the best of it but it certainly was not the fancy surprise I had planned.
When checking in the staff was not very polite or helpful, they just told me that someone had asked for a late check out so our room was not available. Any hotel I have stayed at only allows a late check out if no one is to be checking into that room immediately afterwards. Upon checkout I explained that I was upset at everything being dumped on the coffee table and got no real apology other than an eye roll and a snide and insincere "sorry".
Considering I paid for the most expensive suite in the hotel, I would have expected better service.
Lastly, the food in the club room was weak, and completely unimpressive.
September 29, 2012
Rated 3 out of 5 by VDS19 Disappointing
We've stayed at the Guildford several times in the past couple months, and it has been a good experience up to our most recent stay. We booked 3 rooms for 2 nights. Check-in went okay except for a computer problem (not the front staff's fault and they dealt with it very professionally). The rooms were not up to the previous standard (housekeeping was not the usual high standard on the first night, beds did not appear crisp and clean as they usually are). Service was still good until the morning we checked out. We decided to have breakfast at Fresh restaurant downstairs. It was getting a little late (almost 10:00 am) and the place was not busy. One of the servers seated us in what appeared to be a family friendly area (6 adults and 4 kids in our group). The server seemed a little stressed that the breakfast buffet was almost finished, we were okay with that since we didn't really want buffet anyway. One of the kitchen staff came out and told her that the buffet was done for the day. We told her, "no problem, we'll just order off the menu. Do you have a kid's menu". This was apparently a problem. She said we would have to wait until lunch for the kids menu. Then, to top it off, she said "there's a McDonalds down the street if you want a better selection for kids. Busted. She tried to say she was just trying to be helpful, but come on - a group of 10 in this restaurant would be a minimum $125 meal, with a 20-30 dollar tip. Why would you even mention a fast food joint unless you just wanted the family to leave? This really pissed me off. I spoke to the front desk manager, who 'tsk-tsk'd' but didn't do so much as take my name or give any indication that the hotel would respond to this. His only response was "That shouldn't happen, but I am not the food service manager. Sorry". I don't care if he's the food service manager or not, customer service is customer service. If the hotel manager can't deal with a concern like this it's a problem.
March 4, 2012
Rated 5 out of 5 by 1wholaughsalot Rooms
The rooms in this hotel are beautiful and spacious. The beds are extremely comfortable and clean. Room service was outstanding!
May 10, 2014
Rated 5 out of 5 by Abe8314 Great place to Stay
this Hotel has great Service
May 11, 2014
Rated 5 out of 5 by Jo222 Convention
Attending a convention at this hotel was a treat. The rooms are spacious and comfortable. The staff was very helpful and friendly. I would like to go back for a holiday instead of being in such a hurry.
May 7, 2014
Rated 4 out of 5 by Rookie44 Restaurant menu
As a Platinum member I have stayed in numerous Starwood properties and have to say that this site has one of the poorer menus. I almost always eat in the hotel's I am staying at but after two nights I couldn't bear the thought of eating there again and went outside for my last two nights.
May 5, 2014
Rated 5 out of 5 by VivaSinger Outstanding Service
I have stayed at many Sheraton hotels over the years and this stay was amazing. Staff went out of their way to not only provide quality service but reached out on a personal level on more than one occasion.
May 5, 2014
Rated 3 out of 5 by Polly89 broken bed
Bed squeaked at any movement - found the source to be the headboard - finally pulled it away from the wall - very loose headboard that looked like it had been broken before and attempted to fix - therefore quality of sleep was poor - they did fix upon my explaination, but no compensation was given - I did not asjk for any compensation - was a bit surprised nothing was offered.
April 28, 2014
Rated 5 out of 5 by Devon95 Very comfortable and clean
The one thing that would have made this room better would be a small bar fridge to keep a yoghurt or juice, sandwich in. There was no way to keep anything cool!
May 5, 2014
Rated 2 out of 5 by wayne101 noise level.
I am a starwoods perferred member for several yrs. I recently stayed at the surrey sheraton. I have never made a compalint in a hotel before. But I had to call the desk twice on this stay once because there was a dog barking in the room across from me for several hrs. then there was alot of yelling....etc around 2 in the morning from several other rooms.....again I called the front desk....Little was done except to ask me at 2 am if I wanted to move rooms.....I found this unexceptable since nothing was done to the individuals causing the problems. I feel I should be entitled to a free night in the future.
December 10, 2013
Rated 1 out of 5 by seattlevisitor WORST customer service ever and loud plumbing
First time staying at any Sheraton. Stayed in room 504 and every time someone next room or above took shower or flushed toilet, it was incredibly loud, kept me awake. The AC in the room was very loud as well. Only stayed one night and thank goodness. Never again. To make things worse, came home and saw additional charges on my credit card and when called to ask about what they were, got a round about answer saying the lobby receptionist didn't charge me the correct amount --never got a complete answer. WORST experience ever. Don't bother with this hotel folks, another corporate name with horrible manners.
September 5, 2013
Rated 5 out of 5 by bjc1 This hotel has superb,friendly staff
As a business traveller for over 35 years I am well qualified to say that this hotel stands out as one of the best for me and that includes thousands of hotels.
I spent 12 days at the hotel before and after serious surgery.
THE STAFF WERE WONDERFUL AND EXTREMELY HELPFULL.
The room was perfect for my needs as well as my wife's.
The location is excellent and access is easy.
The views are of the mountains are fantastic.
I do not hesitate to recommend this hotel to any traveller.
My only issue was with the dining.
A second restaurant with lighter,easier fare would be an excellent addition.
June 23, 2012
Rated 4 out of 5 by Blackheart Clean well appointed room
For a busy hotel very clean and fresh.
May 2, 2014
Rated 4 out of 5 by Seenz Excellent Hotel
My husband and I loved staying at the Sheraton Guildford. We stayed in two different rooms on two different nights at this hotel. Our rooms were very spacious and very clean. The location was great as it was right next to the mall and various restaurants/coffee shops/gas station. The staff was very informative. The hotel has a really nice outdoor pool, sauna and a hot tub. The only negative thing about our rooms were that the toilet flush wasn't very powerful - had to flush a couple of times and the wash sink faucets were slightly defective - the water was either too hot or too cold. It wasn't balanced.
September 6, 2012
Rated 5 out of 5 by IRG123 Staff Extraordinaire
I would recommend and rate your hotel a 5 star when it comes to staff. With a warm smile and enthusiasm they all put in 150%. I have told my family if I ever go MIA I have relocated and moved into the Sheraton. I rarely sleep yet at the Sheraton I actually manage to do so. The bed's are fabulous! Thank you again for making our event such a memorable one and my stay at the hotel such a relaxing afair. You are all AMAZING!!!!
April 16, 2014
Rated 5 out of 5 by BROWN17 Excellent Customer Service
Mistake made with my laundry, but Damon quickly resolved the issue and went over and above to setting it right. Service in the restaurant/bar area was fantastic, very friendly, very fast. Thanks for a great stay.
April 27, 2014
Rated 5 out of 5 by TiredOne Quiet, comfortable bed, great food.
I was in Surrey for four days while my sister was on life support at the Surrey Memorial Hospital. Coming back to the hotel at the end of the day, having the peace and quiet and a comfortable place to rest ,was exactly what I needed. Thank you for the oasis where I could rejuvenate.
I had trouble signing on to my email accounts, both Shaw and gmail while using your business centre computers, and was able to actually see and send emails once after a staff member helped me. When I returned home I was able to sign on easily. Not sure what the problem was there.
The food was very good and the service in the dining and lounge area was great, as was the service at the front desk.
Thanks so much!
June 16, 2013
Rated 5 out of 5 by Delighted100percent Superb staff
The staff at the Sheraton Guildford definitely do their utmost to make one's stay as stressless, comfortable and enjoyable as possible. We had to spend 8 nights there while waiting for our new home to be set up and were pleased beyond all expectations with the service at this hotel. Very direct and quick drive to White Rock where we're now located and where we had to go daily to check out the new home for the 8 days while at the Sheraton. Close to restaurants and all other amenities too, but it's the service at the hotel which is unbeatable and the staff are also all very cheerful.
December 6, 2013
Rated 5 out of 5 by Riti7 This hotel excellent staff
I came to do a Trade show in this hotel. My stay was made comfortable when I was greeted at the reception. The persons who received me were Myryam & Laurie. Excellent manners. Another friendly person who handled my luggage was Rakesh. Right away I knew I would like my stay here.
I would recommend to all my friends & colleagues.
April 16, 2014
Rated 5 out of 5 by SPGPlatJunkie Excellent Staff
Staff at Sheraton Guildford Hotel was outstanding. They were accommodating to all of our needs and provided my wife and I with a beautiful penthouse suite. Our suite was large and very comfortable; and being on the 21st floor, made access to the executive lounge very convenient. We were also traveling with our two small dogs, and the front desk staff did all they could to accommodate their needs, which, to dog owners is very important. We were in the hotel for 8 nights, and could not have asked for more from staff and property itself. All that was done for us is very much appreciated.
December 12, 2012
Rated 5 out of 5 by Debbie2010 Sheraton Guildford
Great location for work in the Surrey area. The in room dining menu offered wild pacific salmon, which was fabulous. The staff substituted veggies for the potatoes. The warm bread was appreciated.
Gretchen at the check out counter was her usual friendly self, greeting all. I always enjoy seeing her at the front desk. Breakfast in the restaurant is nice. The staff are attentive and friendly.
April 10, 2014
Rated 4 out of 5 by ProfJeff Prof Jeff in Surrey again
I am very familiar with this hotel. Why do I keep returning? Very simple it is excellent. The location suits me very well and the views from the rooms are wonderful. All the staff are part of a very happy family and this gives a very good atmosphere inside the hotel. So I highly recommend this hotel.
April 16, 2014
Rated 3 out of 5 by Brix Poor service otherwise good
All three people we dealt with at this hotel were unfriendly. The one man at the front desk was also not knowledgeable about Starwood/SPG issues. I've been to this property many times and service is usually great, but this time, staff were curt and impatient, despite the fact that we always try to be courteous and patient ourselves. We also weren't told about being charged for parking (it used to be free so we assumed that was still the case) and this info doesn't seem to be posted anywhere on the hotel web site. Too bad. Everything else about the hotel and our stay was great.
July 23, 2012
Rated 5 out of 5 by Steve The staff are amazing
The staff are what makes me come back to this hotel. Everyone is friendly and genuine. I have been staying at this hotel for more than 10 years on a semi-regular basis and many of the staff members have been here for the entire time. From the front desk staff to the bellmen and lounge personel, they have a great team of people.
April 11, 2014
Rated 3 out of 5 by Sadiekins A little frustrating
The hotel was fine and the staff pleasant and the room comfortable, but our hotel rate was the AAA rate which included free wireless and a $20.00 food and beverage credit. Neither were mentioned at check-in and I had to ask about them. The woman who checked us in was so vague and did not give us half the info we needed to connect to the wireless and we had to go down to the desk to sort it out. When asked about the food/beverage credit she just said it would be taken care of in the restaurant. The restaurant said it would be taken care of at check-out. It was time consuming to sort all this out and confusing to say the least. A little up front CORRECT information on these items would have been most appreciated.
September 25, 2012
Rated 2 out of 5 by Vince777 Sub par
We had several issues with the room. We found mold all over the bathroom tiles. The ceiling vent had a thick layer of dust and the bathroom door was dirty. The toilet seat had yellow marks where it connects to the seat. The club room is a real disappointment, the breakfast is just not cutting it. No options, 1 toaster for 20 individuals. People had to wait for seats and just gave up and left. A leak in the ceiling that dripped water on us and closed it the next day. Stains on the floor I can go on and on. Breakfast opens at 8 AM which is very late for us, because we wanted to head out early for a road trip did not leave till 9:30. We were not happy at all. I mentioned this to the front desk and nothing was done about it.
September 3, 2013
Rated 2 out of 5��by Emjemj Very dissatisfied
I have stayed here several times and have noticed that the staff at the font desk has totally lost their customer service almost to the point of being rude. Today was the worst.
I wasn't greeted as at top tier SPG member and while I had 3 rooms reserved was only allowed 2 people in he lounge. They wanted to charge me $30 o bring in one other guest. I was told because I had a AAA rate that amenities wouldn't be granted. I ask to speak to the Front Desk manager and she was rude
And no help. I spoke o the general manager who was no help an said I hadn't stayed there but once before. I proved to him I had Ben there several.
I will never be back. There are way to many nice paces to stay in the area to put up with these people.
April 4, 2013
Rated 2 out of 5 by bill welcome
We were traveling on company business. Three of us had a reservation made by a colleague. The woman whom tried to check us in was impolite and wouldn't let us check in with the reservation made by our colleague. She cited "security" concerns??
Instead of professionally fixing the issue by checking us into new rooms and canceling the previous reservation, she chose to be negative. Once we convinced her to check us in as regular guests, she said we might still be charged for the previous reservation that she wouldn't let us use.
Never again shall I stay there.
May 26, 2013