Rated 4 out of 5 by PizzaGuy Courteous and Professional
We requested a new room key code as we lost one of our keys in the first hour. Someone came with us directly to our room to make sure the new key worked.
May 26, 2014
Rated 4 out of 5 by Zeeshan1 Good Hotel for short stay
Good hotel for short stay. Location is ideal for downtown commute. underground mall just adds perfect time off from business activities of the day.
May 22, 2014
Rated 3 out of 5 by Bets The room decor was dated
The hotel lobby was under construction but the room and furniture were very dated. Not what I am accustomed to when staying at a Sheraton property. Having said that, the rooms were very clean and spacious. The hotel amenities were good.
May 20, 2014
Rated 5 out of 5 by kabo1 overall good/parking woes though
It was a lovely stay in Hamilton, Ontario. I had pre-paid the parking with the hotel at $9.99 for the one night but was surprised to be told by the lot that I had to pay $21 . I assumed there had been some sort of error and I really did owe this and paid. The parking attendant then told me that if I DID pay the parking, I'd have to go back up to the lobby and come back with proof. I was limited on time and could not do this. It did turn out that I ended up[ paying BOTH the $9.99 with the hotel AND the $21 with the parking lot. Better communication needs to happen between the parking garage and hotel.
May 16, 2014
Rated 4 out of 5 by Andoni Helpful Staff
The staff representative communicated all the necessary information about the hotel in a quick easy fashion and then assisted me in contacting others in our party with a professional easy that was very reassuring.
May 12, 2014
Rated 2 out of 5 by Mamma2 I see you're tying..
It's clear that there have been improvements made in the lobby and that area, but it's the rooms that need the greatest attention.
In the first room I had, it felt dirty and just plain worn out. Walls were so thin, there may as well have been none. Got changed to the 10th floor. The porter who came to help me was wonderful and courteous.
Up here it was much better, but the water stains and other stains were hard to ignore. Even a picture in the room showed water damage in the matting inside the frame. I tripped over a torn rug in the middle of the hallway and was just not impressed. Certainly has competition up the street.
May 12, 2014
Rated 3 out of 5 by xvisit Bad Bar
Terrible hotel bar service and management makes "green" room service reward meaningless.
May 9, 2014
Rated 2 out of 5 by jenniferb25 Expected More
From the pictures online i expected more from the hotel. It would have been nice to know before hand the pool was going to be closed for maintenance and the gym facilities were lacking. Machines did not work or were in decay.
The room was not impressive but served the purpose.
May 8, 2014
Rated 4 out of 5 by bobtym good downtown hotel
Great rooms and attentive staff. the only downfall is the parking. could be better marked or at least information at time of booking.
May 7, 2014
Rated 3 out of 5 by VanBrian14 Not trying hard enough
Apparently this was a busy weekend for the hotel and they couldn't seem to get on top of it. Initial check-in was delayed while the person behind the counter just stared at their computer screen and kept saying just a minute. Then the club floor room we got was so obviously in need of a make-over it was really disappointing. All of the furniture had cigarette burns and finish missing on the edges, the plaster was bubbling up behind the wallpaper in the bathroom, and a phone jack was just hanging out of the wall. Then when we returned from a wedding reception after midnight there was a huge party going on on our "CLUB" floor with doors wide open, drunks strolling up and down the hall talking loudly, and nobody from the hotel trying to control things. It went on for hours. The only thing this place has going for it is its central location for a business traveller. We were there for relaxation and romance and got neither.
May 5, 2014
Rated 3 out of 5 by IsDataFact Special Assistance From Andrea
On May 1, I inadvertently left my computer bag in the underground lot, and I didn't discover that fact until I hit my office in TO.
I called your hotel and was greeted by Andrea, who sought assistance from mall security. When they proved unresponsive (an understatement I discovered after I contacted them later) Andrea went in search of the lost item, and I met her in the lot. After asking some well timed questions of a parking attendant, she discovered a maintenance worker had found it and placed it temporarily in an electrical room. With the assistance of other mall staff, we discovered the missing item. During this search Andrea ended up (unbeknownst to me) staying a fair time past her normal end of shift, and I appreciate it very much. I have serious doubts that my bag would have been returned in a timely manner if I hadn't received her professional assistance. Hats off to her. I'll tell this story a million times and she'll always be at the centre of it. Please give her a promotion and significant raise in remuneration.
May 4, 2014
Rated 3 out of 5 by Kathy419 Activity coordinator
We were very well cared for by staff at our conference, place was clean and comfortable. The restaurant food was delicious and server was excellent .
Did not get to see sites in ur city our schedule was to full so I can't comment on the following questions.
I had a lovely stay!
May 4, 2014
Rated 1 out of 5 by bowler101 unhappy
While we stayed at the hotel on April 25 to 26, 2014, the fire alarm activated at 0445 hrs. It was not a concern that this occurred but what happened after. We waited in our room, listening to the instructions as we did. My wife and my sister who was in the next room were very concerned. We we not informed that the emergency no longer existed until my wife called the front desk and was told, much later. There should have been an all clear sounded.
April 28, 2014
Rated 2 out of 5 by unhappyinhamilton56 This Hotel room is dated and in poor condition
Room in the 9th floor is dated and desk unsuitable for any work and unable to use chair. Bed seems ok and the bathroom is clean but as I am here on business I will need to use the business centre, as work in my room will be impossible. I have shortened my stay because of this. This is a very poor working environment and not what I expect from Starwood.
April 27, 2014
Rated 4 out of 5 by Miserablemack This hotel has always been my favourite when staying in Hamilton as we stay there during our tournaments every year.
When the fire alarm went off at 5 a.m. it was a little scary. Waiting a long period of time to hear the all clear which never came just the Fire dept.is here stand by for further info. Never heard them to say everything is ok, then just before we checked out a letter was put under our door saying they were sorry for the alarm
Also your painters were painting the only exit that people had to get down the stairs I know some people just walked on the wet paint and kept on going. It was upsetting to say the least.
April 27, 2014
Rated 1 out of 5 by Kathleen55 Not happy
Came from out of town for medical reasons. Pool was being fixed should have been disclosed on Internet. No fridge/microwave. Pay for internet really! We moved to different hotel and thankful we did.
April 26, 2014
Rated 5 out of 5 by Stewie48 This hotel made running a meeting easy
From room set up to refreshing the room for breaks and setting up lunch- the team did a great job and responded quickly to anything I asked for. The participants loved the food too - well done!
I ate in the restaurant during my stay and thoroughly enjoyed the food and attentive service.
April 18, 2014
Rated 5 out of 5 by NanaJ Very nice, clean and friendly staff
Last weekend I took my daughter, and 2 grandchildren for a special night away. Your hotel was an excellent choice. I was greeted by Amber at check-in and she was very personable, knowledgeable and happy to answer any and all questions. Our room was clean and the view nice. The children spent most of their time in the clean and well maintained pool and fitness room. We decided that this would be an annual event and will be back again next year. Keep up the good work.
April 18, 2014
Rated 3 out of 5 by Linda0124 Unhappy Guest
I was not satisfied - so do not want to write a review
April 17, 2014
Rated 5 out of 5 by Jbotz76 Convenient
Had a date night with my wife. It is close to everything. Room was clean, bed was very comfortable. Only complaint was that the bar was understaffed. Michelle did an amazing job given her circumstance. Will come back again.
April 14, 2014
Rated 4 out of 5 by Genridge Carcas
Third time at hotel , Usually everything no problem but.. Being on third floor for first time I would request higher from this hotel. No view of Hamilton but giant First Ontario place sign and top of roof with dead carcas of bird on top of vent not my ideal view.
April 13, 2014
Rated 1 out of 5 by johnnylarue not valued
In short, staff coould ve cared less that we where guests at their hotel. Any request for information or service was met with disinterest and indifference ( with the exception of our check in experience). Our prearrival request for extra pillows was questioned and then ignored, our dining experience was a disaster only marginally saved by the hostess. We sat at the table 25 mins prior to having our order taken and waited 35 mins to get our drinks (after an additional request!!!!). The food was good , but impossible to enjoy after the ordeal we went through and we had to eat in a rush after waiting so long to begin....
I will be re visiting my loyalty programs and considering other options in the future.
April 13, 2014
Rated 5 out of 5 by Sherry456 Nice upgrade
On arrival, I was assigned a large corner room with a very comfortable king size bed. The internet worked beautifully for my iPad and computer.
Unfortunately, the garage was being cleaned and getting to and from the parking garage up to the hotel was more problematic.
Food was good at both the lounge and restaurant and it was connected to a shopping center
April 12, 2014
Rated 4 out of 5 by dime Food in the restaurant is excellent
Staff were very helpful, the hotel is clean and comfortable.
March 30, 2014
Rated 3 out of 5 by jed1 This hotel needs a rethink!
During our stay there were numerous university sports teams staying. The hotel simply could not cope. There were only three elevators which meant that it always took ages to get to ones room (by ages I mean 15 minutes or so waiting for an elevator). The stairs did go to the lobby (why?) only to the outside via an alarm activating door (so one couldn't even get to ones room via a staircase). To check in and check out was a disaster. People were giving up and going back to their rooms in the hope that things would improve. I was about 30 minutes at the head of the queue for checkout before one of the two staff became free. Basically the hotel could not cope with the number of student guests they had who seemed to spend all their time in the floor corridors chatting as one would expect from young people. I must give credit to the students who were always courteous and even after their banquet did not give us a noisy night. It was just that the hotel was not able to deal with the number of young guests.
March 26, 2014
Rated 2 out of 5 by jolo2014 Disappointed
I have been now able to talk with my wife and we both agree with the following problems with our stay.The reservation was not completed properly,our last name was misspelled.On check in our last name was again misspelled off my id as was the street name. We had gone down to the pool and found new towels which was great but we found a candy wrapper on the floor that was not there earlier.Finally our final bill had to be corrected.
March 24, 2014
Rated 2 out of 5 by Toronto0160 Hotel needs to have a "quiet floor"
We reserved with a request for a quiet room. I called a couple days before our arrival to ensure the staff knew of the quiet request. We checked in making sure we were getting a quiet room. When we saw the activity and noise on our floor, we asked to be moved - hotel was supposedly full. At no point did anyone mention the 400 students staying on all 16 floors, getting "ready" for their formal (until 2am). I finally was told what was going on by 2 cops walking the hallways at 1:30am.
I think that if "filling rooms at all cost" is the priority of Sheraton, instead of indicating they wouldn't be able to fulfill by request, I don't need to be a guest at Sheraton anymore.
March 24, 2014
Rated 3 out of 5 by Beepbeep Lack of professionalism
On March 19 2014 a group of university students arrived at the hotel, maybe 200 or even 300. They completely overtook the hotel, intimidating clientele. About 6:30 pm I spoke with the manager and suggested he needed to get this situation under control. He nodded and smiled essentially. They ran amok until midnight or so. 1:15 a.m. someone is knocking on my door, woke me up. I was scared didn't know what to do. They knocked again so I called front desk, they said they would send up security. About 1:30 again a knock, called front desk again. About 1:40 again a knock and finally I yelled at the person to go away. I was terrifed and didn't get a wink of sleep all night. This is ridiculous. What if the fire alarm went off, I was too scared to leave my room. Management brushed off my concerns, I can't imagine how many other guests were brushed off and spent a sleepless night also. I note there were many men in the hotel that week so maybe they weren't as concerned, I was a female by myself. Shame on you management. Why would I ever want to stay there again?
March 22, 2014
Rated 5 out of 5 by fratoplay What a fabulious change from last stay ong ago
We were Greeted by Andrew...he was above average and very accommodating. (don't let him slide) Great customer service skills.!! What an excellent job on the reno. Last time I was here Blahhh. My husband talked me into it because it is such a great location. I am so glad he did everything was Great!! I have nothing negative to say.!
March 18, 2014
Rated 4 out of 5 by Grammaof2 Wonderful staff
We booked for 2 nights when our granddaughter was admitted to MacMaster Children's Hospital, after being told she would be there for 5 days. When things went well and she was released early, we asked if we could be reimbursed for the second night.
No problem! Everyone at the front desk expressed interest and sympathy, asking how she was doing. Very friendly and helpful, too.
March 16, 2014