Sandman Hotel Hamilton — Hotel in Hamilton

Terrible Experience - Avoid Sandman Hotel!I had a reservation at the Sandman Hotel through Expedia, which claimed it was a 4-star hotel. However, it turned out to be far from it, not even deserving a 2-star rating. My advice to everyone is not to trust Expedia's star ratings blindly.Upon checking in, the lady at the front desk displayed extreme rudeness, making me question if she had any background in the hospitality field. The room itself was a disaster. Despite requesting a non-smoking room, it reeked of heavy smoke, and the carpets were dirty and unpleasant-smelling.To add to the horrors, the sofas in the room smelled like they were soiled, and the bathroom was infested with molds and had broken fittings. It was a nightmare to endure such a poor environment, especially with a baby.Outside, random people were making loud noises throughout the night, making it impossible to get any sleep with our baby. This hotel is definitely not suitable for families.I strongly advise against anyone falling into the scam of choosing this hotel. It's not worth the money or the stress.Furthermore, don't expect any help from Expedia after booking. I wasted an entire hour on the phone with them, and they were unhelpful, claiming they couldn't do anything.I urge others to leave honest negative reviews on Google for Sandman Hotel to prevent others from going through the same dreadful experience I had.||Dreadful Room Service - Nonexistent at Sandman Hotel!The room service at Sandman Hotel was nothing short of a nightmare. When I called housekeeping to request towels, I was greeted with a voice mail, indicating that they might not even be responsive to such basic needs. Frustrated, I tried calling the front desk for assistance, and to my dismay, the same rude lady answered the phone.Her response was utterly disappointing, stating that their housekeeping department is always busy. How can a hotel be so poorly managed that they can't even provide clean towels promptly? It's beyond belief!In a sarcastic tone, I asked her if I should personally visit their "busy" department just to get some towels. The absurdity of the situation is enough to make anyone laugh or cry, but it certainly doesn't reflect well on the hotel's level of service.Overall, the terrible room service experience adds to the long list of reasons why I strongly advise against choosing Sandman Hotel for anyone's stay. Save yourself the trouble and avoid this place...

I will start this review by stating that we were not expecting much from our two night stay here at the Sandman Hotel Hamilton and I normally do not write reviews while I am currently staying at a property but felt compelled to on this occasion. There is that old saying "you get what you pay for" which is why we did not have high expectations since we booked this as a very good 'deal' through Amex Travel but this old saying certainly didn't apply here. We were travelling with our small 4 lb maltese dog so I understand many hotels have dedicated floor for pets and for the Sandman Hotel Hamilton its the ground floor, upon checkin we were given the the first room beside the elevator and it would have been a bit to noisy for us as we wanted to catch up on sleep due to ongoing home renovations. The front desk staff indicated that the hotel was full this is all they had left and given the rate we paid I expected this type of response so I decided to forgo the reservation and was ready to leave to possibly go to my usual Bonvoy property where I am a Platinum Elite and know what to expect. Bottom line is, in steps Teshawna at the front desk who was determined to ensure we were not going to leave and make sure we were satisfied so she moved a few things around and got us a room further from the elevators facing a quiet area surrounded by trees despite how busy the hotel is and it really is quite full. The room was very modern, clean and comfortable. In my probably over 500 night stays in various hotels across the globe I have yet to come across a front desk member like Teshawna who was so calm, humble and re-assuring and just listened to our needs and took the time to actually make something happen as promptly as possible given the capacity and pet constraints. Will you have the same experience ? I certainly hope so and as long as Teshawna is there I am quite confident you will, although someone with her skill sets probably has plenty of opportunity but we will be back indeed and a big big big thanks to Teshawna for our pleasant stay we hope to see you on our next visit...

Pros: we were a little late booking for a wedding and they offered us the wedding rate anyways, and offered us the wedding group rate for our second night, which was appreciated.

Cons: We called in advance to see if early check in would be possible, and we were told it was “first come, first serve”. We arrived at 2pm and requested early check in. We were told it was not available yet. We thankfully had family staying in the hotel so got ready for the wedding in their room. At 3pm, we checked with the desk and were told our room was still not ready. Other wedding guests who arrived after us got early check in. At 4pm, check in time, our room was STILL not ready. The gentleman at the desk advised me “housekeeping is a different department, you have to understand ma’am”. I told him I didn’t understand as check in was 4pm and our room should be ready for check in time. We then went to the wedding with our items left with family as we did not have our room.

The hotel experienced a burst pipe or something recently as half the first three floors were blocked off due a flood/water damage. No one at the front desk mentioned the flood to us at all.

We had booked a king accessible room, and when our room was not ready on time the front desk worker advised us he upgraded us to a king. We already had a king, and when we finally got our room we saw it was downgraded to a non accessible room with a tub instead of a walk in shower. Speaking of the shower, the water did not get remotely hot for over 10 minutes whenever one of us took a shower. The first morning I found our room to be way too loud, only to discover our window was wide open (we did not notice when we arrived late the first night as we only got our room at midnight). Further, our room was right beside one of the stairwell exits & one of their elevators was down due to the flood, so we heard the stairwell door slam repeatedly the first morning. We also went to breakfast and came back to our room and our key card had been deactivated (even though we were staying a second night).

We likely would not stay at this...