Sutton Place Hotel Vancouver — Hotel in Vancouver

Terrible experience, but staff were friendly. Stayed one night in a room with a sofa bed for kids to sleep on and a bed for my wife and me. Booked directly with the hotel for $360 one month in advance for July 4 - final cost was $440 after taxes and DMF/MRDT fees, whatever those are. The room was fine. Clean and comfortable.

The main issue I had was the toilet failed to flush after one of my kids went to the bathroom. We called guest services for help and they said they'd send someone up right away. This was around 7:30pm which is around the time the kids usually go to sleep.

It took nearly 2 and half hours and contacting them about 8 times for someone to finally show up and unblock the toilet. Nobody answered the phone on the 3rd call so I walked down to the lobby to just ask in person, which I did for the next few times as well. The front desk staff were apologetic, and I heard them call asking for someone to help us straight away, but nobody actually showed up until almost 10:00pm. One of the times I asked if they could just give me a plunger so I could fix it myself but I was told they couldn't do that.

It was really frustrating that each time we asked for help, they told us someone would be up straight away. When I asked for how long to expect, I was told it would be less than 5-10 minutes each time. It was really frustrating being told that someone was on their way when they weren't. Maybe maintenance is understaffed or had a busy night, but it really sucks being told repeatedly that someone would be there in 5 minutes and having it take almost 2.5 hours. I would have understood if they told me the maintenance team was dealing with something else and would be a while.

So instead of winding down the night with a nice relaxing time at the pool / hot tub or just enjoying some quiet time with my wife, we spent the night waiting around for someone from maintenance to show up, and dealing with unsettled kids wondering when they'd be able to go to sleep since they were sharing the sofa bed with direct line of sight to the bathroom while I waited by the door for someone to show up.

No offer of compensation for the trouble. My wife asked if they could offer anything and they waived our $50 parking fee. I feel like other hotels with more focus on guest experience would have done far more to make us feel valued after such a blunder fixing a plumbing issue in a timely manner, and without us asking. Not a great experience at all.

If it weren't for the awful experience getting help with the bathroom and no offer of some form of compensation I'd probably give 4 stars. Location is good, lots of stuff nearby. Room was clean aside from a dish left in the dishwasher, a sock from the previous guest on a shelf in the bathroom, and some minor peeling paint on the ceiling from bathroom humidity. Only other complaint would be the AC which was very loud with a loud click each time...

I booked this hotel for my boyfriend's birthday trip for three nights and it was out first time staying at this hotel. We booked a 'Renovated King' room. On arrival, we were told we were 'Upgraded' to a one bedroom suite. We woke up after night one with back pain as the mattress was extremely uncomfortable. We asked the front desk if there was anything that could be done. After some back and forth, the front desk informed us that housekeeping put a new mattress in our room. We tested out the 'new' mattress and they simply flipped over the old mattress and the pillow top portion was now on the bottom (see photo). The bottom of the mattress was even more uncomfortable than the top. I know some mattresses can and should be flipped but this was not such a mattress.

While we were upstairs checking out the 'new' mattress we heard a couple arriving in a room next to ours and they were upset at the condition of the room. We overheard the bellhop explaining that our floor was one that had not been renovated since the hotel changed ownership over a decade prior.

After hearing this comment from the bellhop, I double checked what the photos looked like of the room I booked and realized it was not the quality of room I booked.

After explaining to the front desk (same person that 'upgraded' us the day before) that I now understood we were put on a floor that had not been renovated, they quickly offered to move us to the room type we originally booked. We were quite happy with the renovated room we stayed in for two nights (which is the room we originally booked) but very upset at the deceit from the front desk and management at check in.

This hotel clearly overbooks using photos of the renovated rooms and puts unsuspecting guests into old rooms and charges the same price. I have never experienced something like this in all the hotels I have stayed at and especially not at a hotel claiming to be a 'luxury' brand.

Based on their Tripadvisor responses, it seems like management wants to make sure people find a resolution to their problems. Given that, I made sure I had enough time to wait at the front desk on check out to talk to a manager. After explaining my problem to the Guest Services Manager, Tomas, I was informed there was nothing that could be done. As my booking was via a 3P, there was nothing they could do. I was given a vague response to reach out to him via email on my next trip to Vancouver to make my experience right. I think what bothered me the most is that they still insisted it was an 'Upgrade' since the room I was given for the first night was larger even though everything else about it was worse. They clearly have a playbook where they get away with this under the disguise of...

I recently stayed at The Sutton Place Hotel in Vancouver during a business trip, and I was extremely disappointed with the overall experience. Given that this hotel markets itself as a five-star luxury property, I had certain expectations—none of which were met. From cleanliness to service, the hotel fell short in almost every aspect, making my stay far from enjoyable.

Upon entering my room after a long day of work, I was immediately put off by the lack of cleanliness. The couch was covered in white debris that should have been vacuumed or dusted before any guest arrived. The office desk, where I had planned to get some work done, had visible oily residues, making it clear that it hadn’t been properly cleaned. Even worse, the side tables, light fixtures, alarm clock, switches, and the phone were all coated in thick layers of dust—something I wouldn’t expect from a basic hotel, let alone a high-end one. To top it off, the lampshade had noticeable stains, which was incredibly off-putting.

Housekeeping was another major disappointment. I expected my room to be cleaned during the day while I was out at meetings, but it was never serviced unless I specifically requested it. After a long day of work, I would have appreciated coming back to a refreshed room, but instead, I returned to the same unmade space every evening. This is not the level of service I would expect from a five-star hotel.

Even basic amenities were missing. A dental kit, which should have been readily available in a premium suite, had to be specially requested. Small details like this make all the difference, and it’s clear that this hotel doesn’t prioritize them.

To make matters worse, as a GOLD member, I was entitled to a free room upgrade—one of the key perks of my membership. However, my status was never acknowledged at check-in, nor at any point during my stay. Recognizing loyal guests is a fundamental part of quality hospitality, and this complete disregard made me feel unappreciated.

Even outside of my room, the service was lacking. The doormen, who should be assisting guests, were often just standing around and not paying attention. I had to open the door for myself multiple times while staff loitered instead of assisting—something that reflects a lack of training or attention to service.

Overall, The Sutton Place Hotel does not deserve its five-star rating. As someone who travels frequently for business, I rely on hotels to provide a clean, comfortable, and well-serviced environment. This property failed in every one of those aspects. If you’re a business traveler looking for a reliable and luxurious stay in Vancouver, I strongly suggest...