Rated 3 out of 5 by longrunlisa bad check in experience
I travel alot with business, hence the gold status. It definatley is a perk I enjoy. when we checked in there was a long line up and I went to the gold checkin desk but was not serviced in a timely manor, in fact the agent did not even recognize or ask any of us in line if we were Gold, she didnt seem to care. When we finally checked in no upgrade was offered or a late check out.
July 2, 2014
Rated 4 out of 5 by Jenny54 Very comfortable and central
Overnight stay before going on Rocky Mountaineer. Very comfortable room and good service.
July 9, 2014
Rated 4 out of 5 by Caulkins Nice, but......
We enjoyed our stay but:
1. The safe was not working and I called to have it repaired to no avail
2. The snack bar was not functioning due to renovation. Could not get a simple drink of snack.
3. The pool facility had a HEAVY smell of chlorine.....unappealing!
4. The ice machine on our floor 23 did not work.......I had to bounce around to find a another floor with a ice machine as all do not have.
5. We requested a room with an ocean view. When we checked in, the woman at the desk offered us 2 lower level rooms with no ocean view in the south tower. We decided to come back at a later time 3pm and we got a different woman rep.to help us. She also was not too acomodating to get us a "good" room. We inquired about a room in the north tower and she was "able to find a room there" up HIGH on the 23rd floor with ocean, mountain and city lights!! We were staying 4 nites and spending $1000+ and I believe(?) we are Starwood Group Members and we were still given poor options even though other better rooms existed. VERY DISAPPOINTING!!
A woman (host?) in the restaurant took good care of us on our final day and we were very pleased with her. The hotel is nice and in a good location.
July 9, 2014
Rated 3 out of 5 by fran2014 disappointed
First off when we checked in nobone offered to take our bags. Then we were assigned a roombin the south tower. No one again offered to take our bags. Then when we got to the next building still nobone took our bags. The concierge desk gave us to sidgestions for eating one for dinner and for for breakfast they wete both horrible food. The room was quite small. The tv you could not watch from the bed. The housekeeper forgot the conditioner for our room one night and when I realized I was already in the shower. I haf my husband call down to the frobt desk and they took one hour to bring up the products. Because they took so long I asked my husband to look for a maid cart he found it just outside our room. We ordered room service on the day of check out. I got the 17 french toast with fruit compote and vanilla wipped cream. I got NO wipped cream and it was cold. When I told the front desk on check out all of these things she said say sorry. But not even a discount for my breakfast. I was not looking for one but she asked how my stay was and I told her. She said sorry but no discount even on my cold breakfast was offered. I was thought maybe something. Also did I mention from the south tower it is a very long walk to the pool. Also when we went to the pool hey had no guest locks for the lockers. So we had to take our clothes pool side where they did get wet. Tey said the locks were on order. Could they just not go to the store and get one...
January 27, 2014
Rated 2 out of 5 by george disappointment
arrived almost 630pm last 22may13 with my wife, mother in law and my 6month old daughter. park in front of the hotel to unload, we got ignored, did not get any help to unload our bags, i was just noticed when i ask to valet my car. as we enter the hotel, the bell boys were just hanging around the concierge desk.
as a premier gold member, we got ignored with our benefits. i reserve a junior suite and asked if i can still get upgraded. i was told that i already have a junior suite, i SHOULD be SATISFIED. we also asked if a club room is possible to have a club lounge access but it was also unavailable, coz we love all the perks for having it.i was asked to pay an extra $50 for the club lounge access instead. i paid the extra $50 for me and my wife yet it was a big disappointment. the lounge was open from 5-8pm. we went to the lounge @ exactly 7pm, to have some snacks, drinks and hord'oeuvres. yet all foods serve mostly empty and beside the rice that was bare being touch. selection was very poor as well, unlike the other sheraton club lounge i have stayed in.
when we got to our room, the furnitures were dusty, there were hair strands on the sink....
was thinking about extending for another night but decided to just head back home the next day.
as a gold member.... I / we expect good things or better. nonetheless, the best experience, but disappointment was the delivery.
May 24, 2013
Rated 5 out of 5 by Matilda22 Disappointing breakfast
Unfortunately the breakfast was less than expected. We sat several minutes waiting for a waitress to take our order. After it was taken we waited for at least 30 minutes, watching other tables that had ordered after us being served. After approaching what looked to be a manager and advising him of the delay, our 4 meals were served. All were cold/lukewarm and an English muffin was not even toasted, although it was somewhat warm. When the manager checked back with us, he stated that our meals would be "on him" as it was his intent to ensure that our breakfasts were the best part of our day. He was very accommodating. We assured the waitress that we understood that the problem was not hers and tipped her handsomely.
June 4, 2014
Rated 2 out of 5 by Alarmed Completely Disappointed
I was in Vancouver for medical purposes and had a room in the south tower on the 6th floor. The room was small. Could not turn off the loud heat register/ air conditioner. Fridge was broken and you could hear the elevator "ding" every time it reached our floor since the bed is located right next to the door - I was willing to put up with this until the SMOKE ALARM WENT OFF WHILE TAKING A SHOWER (Note: bathroom door was closed and fan was on during the shower.)
After rushing to evacuate the building (I did not realize this was isolated to my room until I exited my room soaking wet from my shower - This would be quite stressful for anyone but especially someone with a medical condition) I spoke to the front desk their repsonse was "the detectors are sensetive to steam" and "you have to be careful" I did not receive a single apology from any staff, the second staff member said that shouldn't have happened and that he would look into it, right after another staff said it was normal. Still no apology! Apparently the Sheraton does not need everyday guests and did not make any attempts to rectify the situation and to keep my business. I did not stay for my second night. This was unacceptable for any hotel but especially one such as the Sheraton where people expect the best and are charged rates that should reflect the best! Also located right next ot the hospital so I am sure they get a lot of guest with health conditions who are expecting a nice RELAXING stay.
May 22, 2012
Rated 3 out of 5 by Patrick2012 After many stays at the Wall Centre ...
I have stayed at the Wall Centre some 30+ nights over the past 2-3 years. You would think that after showing this degree of loyalty I would be treated differently (better!). That's not the case. I've lost count of the number of times I have asked to stay in the north tower instead of the south but almost always they get it wrong. I used to enjoy having turkey/chicken sausage with breakfast (I don't eat pork) but this was removed from the menu. On my current stay (I'm there now) I ordered room service (dinner and breakfast). Last night the gin was missing from my gin and tonic and this morning I got milk with my coffee when I asked for cream. Similar mix-up when I stayed at the Wall Centre roughly 4- weeks back. Also, the food selection through room service is very limited (poor) and the Starbuck's in the LL is gone. Finally, I had asked to stay on a higher floor and they put me on the 7th floor. I made the same request the last time I stayed at the Wall Centre and I was put on the 6th floor. All this to say that I will likely not stay at the Wall Centre in the future. Notably, I was Platinum with SPG in 2011 and Gold in 2012. I switched hotels from the Wall Centre to that of a competitor in 2011 (that's why I am only Gold in 2012). I thought I'd give the Wall Centre another chance but the result is the same - limited reward for loyalty and a significant drop in service quality. I will be Platinum again with SPG in 2012 but not because of the Wall Centre.
July 19, 2012
Rated 4 out of 5 by LawyerCat Hit or miss depending on room
I've stayed here a few times. This hotel is very hit-or-miss and it depends almost entirely on your room. The North Tower has rooms that are slightly larger but they are strangely laid-out because of the oval shape of the building (example: TV in a corner over by the closet, which is tucked away 30 feet from the door to the room, so you can't really watch it from anywhere). The South Tower rooms are smaller but also don't have as much wasted space and are more traditionally laid-out.
There are regularly small maintenance issues in this hotel. For example: in my last stay the blackout curtain was missing one of the closing/opening rods, and the shower curtain rod was loose. I advised the staff and they fixed the thing that was easy to fix with a guest in the room (the curtain) and not the one that would be more in-depth, which is what I would expect.
That's the negatives. The positives outweigh them. The hotel is very conveniently-located on a major street. If you are driving in from the airport it will be easy to find and it's a right-turn approach. (Although unless you need a car I don't recommend it - $42/day to self-park is the most expensive parking I have ever had at a hotel.) The noise is very low and so you won't know you're on a major street. It is centrally-located so you will be a walk or at most a short taxi ride from anywhere in downtown Vancouver you want to go. The staff is unfailingly courteous and professional. The fixtures are good and the rooms are well-lit.
February 26, 2012
Rated 2 out of 5 by truhoser Disappointed
During our stay the fridge didint work unless we kept a light on in the room, there was no air conditioning. Which was a problem because they had a jackhammer repairing the driveway in front of the entrance so anytime we had the window open we needed ear plugs. It was a 5$ charge to bring up wine glasses. The phone wouldnt connect for local calls. To go to the pool or spa we had to walk through an apartment building then outside before we would be in the pool area. When we left I forgot a shirt hanging up in the closet and when i came back the next day to get it the staff had crumpled it up in a plastic bag and i had to get it pressed at my own cost.
July 10, 2012
Rated 5 out of 5 by Stopover2nights Before and After A Cruising Trip
Coming from California, heading for an Alaska cruise out of Vancouver, we stayed the night before and the night after our cruise. The location was perfect, a short distance from the cruise ship, very relaxing, beautiful decor, and friendly staff.
July 3, 2014
Rated 5 out of 5 by HappyICame Excellent service!
We stayed for 2 nights at this hotel for business meetings. The front desk staff was excellent and efficient just like the catering staff. The food served was fresh and our dishes cleared from the table almost instantly as you took your last bite. Our room had a small fridge, perfect for cooling our fruit and cheese purchased from the well - equipped grocery store down the street. The location is within a few blocks to restaurants and shopping. The cab ride from the airport is around $33. A cab ride to Stanley Park is about $15. Our room was in the south tower on the 20th floor. Spacious and comfy with 2 beds, the stay was pleasant.
October 24, 2012
Rated 4 out of 5 by Bryan50 Beware of the Taxes
The location downtown is great and I liked the layout of the hotel particularly for a business conference. The only thing that bothered me were the undisclosed taxes on parking. I was told at check in that the valet parking each night would be $33. At checkout it was $41. The difference was a municipal tax of $8. Had this been disclosed up front, I would have sought different parking accomodations.
June 27, 2014
Rated 5 out of 5 by MikeBJ11 This hotel needs work with their check in process.
Check in process needs improvement. There is no recognition of SPG status. I tried to check in at the North Tower and waited 20 minutes without success (the was only one staff member on and she (Nancy) was with one customer the entire time. I walked over to the south tower to try to check in there and was told my room was not ready - it was 4:45 PM on June 4th. After some further delay and further checking with her manager the staff member at the south tower was finally able to check me into my room. Much improvement needed at the check in counter!
June 7, 2014
Rated 2 out of 5 by DoctorKZK No room at the Inn
Despite having a reservation and being a member of the preferred guest club. I waited 4.5 hours to check in, as I was constantly reminded that I cannot expect a room until 3 PM. My colleague who flew overnight to Vancouver from Japan had to wait until 6:30 PM to get his room. Bad management of room availability. Next time I will stay across the street where I never have this problem.
June 27, 2014
Rated 5 out of 5 by Alex451 Overall good hotel!
I like the Sheraton Wall - clean, good downtown location, fantastic staff - close to the Park! Room is clean and a good size, with a very comfortable bed and pillows! I had been away for a week sleeping in hotels and I had my best sleep here!.
July 2, 2014
Rated 4 out of 5 by Glendale1 Great Service
The service was outstanding and the check-in agent, Amber was very professional
and helpful. Even though I had problems flying into Vancouver, she took care of everything and took the stress out of a difficult day. We really enjoyed our short stay. All fo the staff were very curteous and helpful. Great recommendations on where to go and things to do in the area.
June 27, 2014
Rated 4 out of 5 by HLP13 Interesting variation of environmentally friendly housekeeping
I travel a lot for work and have stayed a lot of hotel chains. This was my first time staying at a Starwood hotel. It is important that hotels do their part to help the environment. There were recycle bins throughout the hotel and in the hotel room and they have a policy where you can decline all housekeepging for the day. I've stayed places where you can decline having your sheets changed but this was a first for not having the bed made and the towels changed. I kind of missed those two services, but maybe you won't. Otherwise my stay was great. The room was very clean and comfortable, the restaurant what great food options and the staff was very friendly.
January 10, 2013
Rated 5 out of 5 by TheRossiters Great hotel in central location
This hotel is clean, comfortable and ideally located. The staff were all friendly and helpful, the beds were very comfortable and the rooms were nice and spacious.
Location is ideal, close to the water front, shopping and Granville Market.
We had a great stay!
June 30, 2014
Rated 5 out of 5 by Fst14 Conveniently located in heart of Downtown
Best concierge assistance.
July 3, 2014
Rated 4 out of 5 by BrutusB33 Solid Sheraton per usual, but one person at front desk made the stay excellent
Platinum member, so I was dismayed that my room wasn't read when I checked in at 3:15p. Furthermore, slightly annoyed when I was instructed to carry baggage back down one floor and had to flag down a passing employee to temporarily store my luggage until a room was ready. When I returned a couple hours later to find out if a room was ready, the new front desk person, "Stacy", went above and beyond in making things right. Several of my colleagues remarked that they were impressed by Stacy as well during our four-day meeting. We all were so impressed, we used her as an example in a training session at our meeting to illustrate what great customer interaction should look like. Stacy was dynamite. All new front-desk employees should shadow her to learn professional, yet charming guest interaction. Overall, Stacy made an average stay, truly great. [ *One question though, why no wine or beer offered in the Club Lounge like they have in Panama, Rome, etc.? ;-) *].
June 26, 2014
Rated 5 out of 5 by millerthyme Front Dest staff and Valet
Stacy at Front desk amazing! She had my kids laughing too! Very friendly! Andrea at valet also very nice and also spends the time to talk to my kids. I appreciate it.
Well be back!
June 30, 2014
Rated 4 out of 5 by unimpressed69 understaffed front desk
Check in / check out was difficult. Severely understaffed when the hotel was at full occupancy. Very unpleasant wait at both South Tower Front Desk and North Tower Front desk.
June 30, 2014
Rated 5 out of 5 by Brooke64 Comfy!
Thanks for a great stay in Vancouver! Centrally located, great accommodations. Spectacular view!
July 1, 2014
Rated 5 out of 5 by Goofy MY HAPPY PLACE A WOW EXPERIENCE!
I am just finishing up a wonderful 3 night stay at this beautiful hotel with the best staff who will go out of their way to do anything they can to make my stay so enjoyable! Why would I not want to come back home to the Sheraton?
The sunrise and sunset views were spectacular from the 29th floor . Special thanks to Mandy Ruben and the Hotel Chef for special evening surprises! The mushroom risotto balls are THEE BEST and then finishing off with CHOCOLATE STRAWBERRIES! Belmen Robbie & Adrian and Valets Jerry & Andre for your kind assistance with my luggage and car.
January 26, 2014
Rated 4 out of 5 by Alaska1 Hotel stay
We stayed at the hotel just before we took our cruise to Alaska.
June 30, 2014
Rated 3 out of 5 by milleraa my review
I was not expecting to stay and pay for a hotel that was so noisy. We stayed on the 9th floor and could hear everything from the street. EVERYTHING. to pay as much as we did I was expecting a much better experience. Your rooms should be a bit more soundproof. Everything going on in the hallway was also heard.
The air conditioning unit was very loud and clicked on about every two minutes throughout the night. Why would you place a bed directly under such a loud unit. We were up quite a bit of the night because of that as well as the noise coming from the street. The bed was pretty hard too. Overall this was not a great experience and cost way too much for what we received. I would recommend soundproofing the rooms and quieter air conditioning units.
May 30, 2014
Rated 1 out of 5 by Guillaume no spg recognition
no spg recognition, breakfast is cold ( no hot options), hotel is clean but check in staff were non responsive to SPG status.
room was noisy.
such a shame. hotel has great potential.
Gym facility is so poor, 4 treadmills confined in 30 square meters, and no air conditionning system, so running was impossible, so hot.
Will not return to this hotel for leisure or vaccation, only if i have to.
April 23, 2014
Rated 4 out of 5 by TravelerSPN Great hotel, but glitchy
Second stay in two years during the same week, and the pool was shut down for health reasons. I called ahead to make sure the facility would be open and available. The hotel made other accommodations for swimming with another hotel, but there was some slight language difficulty in gathering this knowledge.
Daughter's room was not cleaned as her "green choice" was recorded for the entire
8 day stay. Was rectified after calling housekeeping.
Elevators were glitchy as using key as security didn't work quite right when hotel was filled to capacity due to convention.
The convention halls could have used a lot lower temperature or better air circulation. Got quite smelly.
August 31, 2013
Rated 2 out of 5 by YWai Worst Sheraton experience
The issues of this hotel are: 1. They emphasize on being green but give out plastic cups in washroom and paper cups for tea. I would expect they use normal cups / glasses. 2. Although we chose the "green choice" and did not require change of towels, our rooms were not cleaned in most of our stay at all. 3. Network breakdown: I stayed from aug 4 - 9 for 5 nights, network broke down three times (or three days ) in that period. Not reliable for business travelers. 4. Mean: we asked for a spoon and bowl and we were told that there would be a delivery charge of Canadian $ 5 each time. We were only given two tea bags a day. We had to call for more tea bags if we want more tea.
August 12, 2012