Great service, the staff there were all so pleasant. We needed a microwave and someone brought it to the room, cleaned it, and hooked it up. The food at the restaurant was delicious. The room was spacious and clean. The only complaint would be the elevators. There are four elevators but it's as if only two are working. The covid recommendation of having max four people in it made the wait even longer. Other than that, great stay.
Great stay, high quality breakfast buffet and nice staff at this central downtown Sheraton
Sep 22, 2021
Had a great work related stay at the Sheraton WC. Special thanks to Peter W. ,who took care of my booking and titanium benefits and was even able to find a nice corner room on my sold out dates. As the club lounge is still closed, the management offers full breakfast buffet coupons and drink coupons for the lobby bar as well, which is an adequate and well appreciated substitute. The windows r super sound proof, so u wont hear anything from the streets at night. Thank you, Axel
Sep 10, 2021
The manager Peter that was on site September 10th 2021 at 6pm speaks like a temp student worker and was rude. Since I started staying at SPGs as a gold/platinum member 12 years ago, I've never seen another manager at an SPG hotel quite as unfit.
The SPG hotels have really gone down hill. I just finished my platinum challenge and will never stay in a Bonvoy/SPG hotel ever again after this experience with Peter today.
Great second stay
Sep 08, 2021
Great second time for me at this property after many years. Decor is quite up to date in the rooms and lobby, and I loved the plugs everywhere around the room. Room cleaning was back to pre-pandemic with daily service if needed. Gym and pool were open with limited hours. Check in was efficient and express check out was great too. Wifi was fine. Location is very central to key downtown attractions and SkyTrain. Late check out was helpful, but it would be good if the hotel could tell you in advance if it’s possible rather than the day off, as it’s annoying to be told to follow up again later. Would stay here again if in the area.
Sep 02, 2021
This hotel is a hard one to review. I stayed here on two separate occasions over the past month and the experience was confusingly inconsistent.
Let's start with the goods first: the pre-arrival planning and overall elite appreciation here was top notch. Drink vouchers AND points were offered to make up for lounge closure, and breakfast was offered with the flexibility of ordering through room service. The rooms I got were great, not the biggest but definitely unique, with lots of natural light and a balcony for fresh air, both of which I absolutely adored. The view was also quite good on the higher floors. Parking was thankfully included in my rate, and although the parkade can get confusing at times, I was able to navigate parking with relative ease. The gym was relocated to a ballroom and as a result I enjoyed the amount of extra space, although the air can get quite stuffy.
Now I have some stuff I didn't like, and the majority of the complaints came from my interactions with the staff. I checked in with a gentleman who also happened to be a trainee. He was doing a great job in following all the steps on his checklist however the interaction was not overly personal and frankly quite cold - considering he was still in training though, he was very much on the right track by ensuring accuracy first. That said, I am not able to find them any excuses for the other interactions I had with the front desk. Once another guy cut in front of me in their plain sight and got served first, and when I once ordered delivery from Uber and had to pick it up at the front desk I was stared at by a team member behind the front desk as if I was breaking some sort of law. Also don't expect any sort of late check-out past 12pm unless you REALLY ask for it - I hate pulling my elite card but had to do it twice out of two stays to get a 2pm check-out.
Now, onto their restaurant Cafe One. My first experience in the restaurant was great, my server (an Asian lady with glasses, sorry I forgot her name and definitely should not have) was very personable, attentive and delightful to chat with. My server during happy hour was awesome as well, and her beer recommendation was on point. BUT! During my second stay was when things started to turn sour. I dined in the restaurant four times and not once did I experience the same level of service. One morning it took the host (also the supervisor by the look of it) 10 minutes to seat me (no tables available during peak breakfast hours). Even worse, I had to help myself as I was never approached by any servers, never offered a menu or a drink. Simply put, I was not served at all. When I brought this to the attention of the same host, I was "confronted" with "Did you flag anyone down?" which was extremely off-putting and made me want to leave on the spot. He also told me that I did not need to sign my bill and could just leave, which made me feel even more like he was not expecting me to tip and was not interested in engaging with me as a result. To their credit, the restaurant was busy, but considering the size of the dining area, that people are helping themselves with the buffet, and that there were more than 4 servers on staff for the ~15 tables they had, I expected to be treated better. The next few mornings were better, although I found it interesting how nobody seemed to be interested in checking on how my breakfast was. I was offered the daily breakfast as a part of my elite benefits, but considering the $36 plus tax/grats price tag, my experience was WELL below par.
All in all the Sheraton was a good enough hotel. It was a massive shame how the otherwise okay experience became a mediocre one.