Rated 2 out of 5 by kirbowla Disappointing
As a platinum member, I have stayed at this hotel many times over the years. Unfortunately, as staff change so can service levels. I was particularly frustrated during my stay at this property last week because the staff would not listen to what I was telling them I needed. I was in town for my Grandmothers 99th birthday celebration and my two sons were joining me. I asked for a room with a king bed and a pull-out sofa. As I said this the staff heard 'suite.' I repeated the sleeping configuration that I required. What did the staff do? They put me in a suite with a single King bed and no pull out sofa. I had to call down for a cot. The staff immediately informed me that I would be charged an additional $15. Customer service is negatively affected when the staff jump ahead of what they assume the customer is asking for instead of actually listening to what the customer is requesting. I have been very loyal to this property and I really felt let down by the hotel this time around.
December 9, 2013
Rated 3 out of 5 by jean101 Lack of communication
When we checked it there was no mention that half of the pool amenities were down. The sauna was down for a while under repair and so was the hot tub. Paying full price and not letting you know up front while checking in was unprofessional.
December 9, 2013
Rated 5 out of 5 by Myron59 Quality hotel
This is a nice hotel, has many places to eat within walking distance, staff were all very nice, clean and quiet rooms. I would stay there again.
December 9, 2013
Rated 2 out of 5 by kirbowla What a customer says and what hotel staff choose to hear.
As a soon to be life-time Platinum member, I preferentially stay at Sheraton properties often. The Sheraton Cavalier in Calgary has been my 'go-to' property in that city for some time. Sadly, staffing changes sometimes bring a reduction in customer service. My stay at this property was related to our family amassing to celebrate our grandmothers 99th birthday. I made arrangements for both of my sons (22 and 23) to be in Calgary for this occasion. I spent far too much time on the phone with the staff explaining to them that I needed a room with a King size bed and a pull-out sofa bed. When I repeatedly specified this requirement, what the staff kept hearing was "Oh, so you want a suite." What they gave me was a suite with a King size bed and no pull-out sofa. I had to call down for a cot and the staff happily informed me that they would charge me an additional $15 for this - which they did. My experience is that very often Sheraton properties have rooms (not necessarily suites) with pull-out sofa beds. There is so much value in actually listening to what your customers are saying as opposed to jumping ahead of them with what you think they are asking for. This was a disappointing stay that wound up complicating what should have been a very positive celebration for my family and I. I recommend the management at this hotel dialogue with their sister property in Richmond, BC. Now there is a management team that truly knows how to listen to their most loyal customers and execute excellent customer service! Kirby Briggs
December 8, 2013
Rated 2 out of 5 by mattgs Platinum and Families Beware
I used the new Suite Night Rewards to ensure a seperate room for my family with two infants. Once receiving confirmation of upgrade, I double checked with SPG. They called hotel and got room description of "Seperate Bedroom". Upon checkin, I was given a Deluxe King Suite. Luckly I printed the SPG conifrmation stating the actual upgrade of a seperate room. Room ended up being dirty and loud (constant hacking noise from room beside). I love SPG and as a result are a platinum member. This hotel should be avoided.
April 12, 2012
Rated 3 out of 5 by Jimmy Another mixed stay
Got an upgrade to a premier suite, which was great.
The club lounge was closed from April to June. This was not the reason why I gave a three out of five star review. It was how the hotel was handling it for its plats guests.
We were offered $11 in the restaurant for breakfast. Their buffet was not iun service that weekend, hence we ordered by menu, which cost another ~$30 for two of us beyond the "credits", which is a lot for what we got!
In addition, the hotel did not offer any alternatives for missing the evening appetizers.
May 1, 2012
Rated 1 out of 5 by monday What?
We drove in from Saskatchewan to do some shopping. We had stayed here before. My wife wanted to stay overnight and have a hot bath after a day of shopping. $239 room and no bathtub! We were very disappointed.
November 28, 2013
Rated 2 out of 5 by Jimmy With breakfast included in pacakge, but still got charged for breakfast
Booked on their room on 11-11-11 package.
Got one of the smallest room that I ever got on this hotel.
Had breakfast in the restaurant, and was told by the front desk that the charge will not be on my final bill.
Checked with my credit card, and they still charged the breakfast.
December 9, 2011