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“NOT THE PLACE FOR BUSINESS TRAVELLERS.........stay away.” 2 of 5 stars
Review of Sandman Hotel & Suites Kelowna

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Sandman Hotel & Suites Kelowna
3.0 of 5 Hotel   |   2130 Harvey Avenue, Kelowna, British Columbia V1Y 6G8, Canada (Central City)   |  
Hotel amenities
Ranked #22 of 34 Hotels in Kelowna
Calgary, Canada
1 review
5 helpful votes 5 helpful votes
“NOT THE PLACE FOR BUSINESS TRAVELLERS.........stay away.”
2 of 5 stars Reviewed September 28, 2013

I travel 2 weeks per month and spend about 6 months a year living in hotel rooms. I just spent 5 days in this facility. While I do not have any complaints about the quality of the accommodation, this hotel should be avoided if you require the use of the internet during your stay, or if you have difficulty climbing stairs, which thankfully, I did not.

There was a group of 10 of us and only 1-2 could successfully log onto the internet thru their Wi-Fi.....and when some of us even tried to plug in to the network with CAT 5 cables we were unable to get a connection. So, basically there is no functioning internet anywhere in the hotel. In this day and age, and especially Canada, to not have a stable functioning internet service in a hotel is a joke. When a few of us complained to the desk manager, we were told that they knew about it, and that there was someone coming to fix it, which obviously never happened.

I met a guest in the tower where my suite was, and as we were waiting quite a long time for the for the one working elevator in the lobby, I asked him why the second of the 2 elevators was out of service. He said he didn't know, but that he had been staying there for 4 weeks already and that it had been out of service fro 2 months.

In the main 3 floor building there is a newly added elevator, but it only goes up and down between the first floor and the basement.

The front desk staff that served us seemed totally clueless, yet while polite and friendly, none of them had any apparent experience and there was no night manager to speed up the check in process.

Room Tip: Don't stay here is my advice..........but if you do, stay in the tower suites and get a room at...
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  • Stayed September 2013, traveled on business
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KelownaManager, General Manager at Sandman Hotel & Suites Kelowna, responded to this review, March 22, 2014
Dear Guest,
Thank you for taking the time to provide your feedback on your stay at our hotel.
I apologize for the problems you had with the internet while you were here. As we are all well aware, internet access has become a crucial part of both our everyday and business lives and in this increasingly technological world, it is a challenge that many hotels struggle with. Increasing loads on internet bandwidth through downloads and uploads of files, movies, Skype and face time, to name a few, and the volume of electronic devices for each guest room, make it difficult for traditional internet sources to accommodate all users at the same time. Because of our understanding of the high demand on internet in a hotel, we have now become the first hotel in Kelowna to install a dedicated Fibre Optic Internet line in order to accommodate this need. The installation of this technology has eliminated the problems experienced by our guests in the past and we are pleased to provide for free, one of the most reliable wireless internet sources to be found in hotels, even in times of high demand. We also have contracted 24 hour tech support for the rare occasion that a guest may have problems with their specific electronic devices in accessing internet.
I would also like to apologize for the Executive Tower elevator that was out of service for several months. The elevator service company that is responsible for the maintenance of the elevators was unable to obtain replacement parts they needed for several months. This was not taken lightly by our company but unfortunately was out of our control in spite of a great deal of time and effort spent in daily follow up to the company responsible. I am sure you understand that had it been in our power to fix the problem immediately we would have done so as it is not our intention or desire to inconvenience our guests. The second tower elevator was repaired shortly after your September stay.
Our original 2 story building was built over 40 years ago. At the time it was not uncommon to design such buildings without elevators. We have made many attempts to add an elevator to reach the upper floor but unfortunately the structure does not provide any opportunity to do so. While we were able to install an elevator down to the banquet rooms on the lower mezzanine it could not function as access to the upper level. Since 50% of our atrium guest rooms are on the main ground floor level, we are always able to accommodate guests on the main floor if they can't climb the flight of stairs to the upper floor and we have staff on to assist with transporting luggage for people staying on the upper floor. Our Executive tower, as mentioned before, has 2 elevators and several wheelchair accessible designed rooms.
I apologize also that you found your check in process was not speedy and that the front desk staff appeared to you to be inexperienced. We do have a manger on duty at the front desk for both day and evening shifts each day but it is possible they may have been called away at the time you arrived and I am sorry if this affected the efficiency of your check in. It is very unusual to hear that our front desk team are "clueless" as we generally hear from our guests that our staff are helpful and hospitable in addition to polite and friendly as you pointed out that they were with you.
Once again I would like to thank you for taking the time to provide your feedback. I hope you will consider trying our hotel again in order to evaluate for yourself the improved internet service and our commitment to addressing the other items of concern that you experienced when you stayed with us. We would truly welcome an opportunity to better demonstrate to your our usual standards of guest service, comfort and convenience.

Warm Regards,

Kelly Watt
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189 reviews from our community

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (56)
Date | Rating
  • English first
  • French first
  • German first
  • Any
English first
Toronto, Canada
Senior Contributor
29 reviews 29 reviews
11 hotel reviews
Reviews in 17 cities Reviews in 17 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed September 25, 2013

Fits the important qualities of clean and comfortable. Our room faced inward towards the pool so I was worried it would be loud, however we didn't hear a sound. The bed was nice and comfortable. This was the first time I had stayed in the Sandman chain but would do so again.

  • Stayed August 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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KelownaManager, General Manager at Sandman Hotel & Suites Kelowna, responded to this review, March 22, 2014
Dear Guest,
Thank you for your positive feedback regarding your stay with us. Your good opinion and appreciation means a great deal to all of our team.
We are very pleased to hear that you will consider staying with us again in Kelowna or at one of our 45, one hundred percent Canadian owned and operated, Sandman Hotel Group properties.

Warm Regards!

Kelly Watt
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York, United Kingdom
Top Contributor
69 reviews 69 reviews
19 hotel reviews
Reviews in 30 cities Reviews in 30 cities
46 helpful votes 46 helpful votes
4 of 5 stars Reviewed September 24, 2013

We arrived in Kelowna quite late as we had travelled over from Whistler - so we didn't see much of the town.
When we arrived at the hotel we were checked in quickly, there is free parking at the hotel and a bar and a couple of restaurants attached, so theres everything there that you need.
We had a Tower Room King Suite and it was massive, full kitchen, separate lounge and bedroom, also there was a washer / dryer in our room (so we were able to do a load of washing which was a bonus) The beds were so comfortable and the round sofas in the lounge area were very comfortable as well, I could have easily slept on one of them.
We went down to have a look at the pool and hot tub and it looked great, we just didn't have time to use them :(
Unfortunatley we only had one night there so didn't really get to use many of the facilities, but I would recommend this hotel to anyone staying in Kelowna.

  • Stayed September 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KelownaManager, General Manager at Sandman Hotel & Suites Kelowna, responded to this review, March 22, 2014
Dear Guest,
Thank you for taking the time to share feedback on your stay with us. We are very pleased that you enjoyed our hotel, your guest room and the facilities and are willing to recommend us to ohers.
I am sorry you only had the one night in Kelowna as we have a beautiful community with so much to offer and explore. I hope you will make an opportunity to return sometime and experience it more fully. If so we would be very happy to welcome you back!

Warm Regards,

Kelly Watt
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Calgary
Senior Contributor
26 reviews 26 reviews
26 hotel reviews
Reviews in 10 cities Reviews in 10 cities
28 helpful votes 28 helpful votes
5 of 5 stars Reviewed September 23, 2013

I was a part of a group that stayed at the Sandman Hotel on Thursday September 5th. All of our group was greeted promptly and checked-in with ease.
The hotel is in a prime location for any shopping or visiting in Kelowna with easy access and parking from the highway, across the street from the mall, and an easy drive to many of the wineries.
Our group enjoyed a party in Bar One, and breakfast the next morning. All of the staff that we encountered from all departments were helpful, professional and courteous.

I would recommend this property to anyone looking for a great hotel in Kelowna. The banquet facilities are perfect for meetings, weddings etc. with the banquet area totally separate from the rest of the hotel.

Thank you for having us!

  • Stayed September 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KelownaManager, General Manager at Sandman Hotel & Suites Kelowna, responded to this review, March 22, 2014
Dear Guest,
Thank you for taking the time to share your positive feedback with regard to your stay at our hotel. Our goal is to provide as much convenience, comfort and hospitality to our valued guests as possible and it is very rewarding when this is recognized and appreciated.

We are so pleased to hear that you and your group enjoyed your stay and hope you will visit us again in the future!

Warm Regards,

Kelly Watt
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kemptville, Canada
Senior Contributor
47 reviews 47 reviews
10 hotel reviews
Reviews in 25 cities Reviews in 25 cities
23 helpful votes 23 helpful votes
5 of 5 stars Reviewed September 22, 2013

Our King Suite in the Tower was like being in a condo which was a real treat. We ended up buying some groceries so we could have breakfast in the room. The kitchenette was stocked with everything except a stove but it had a microwave and toaster. I loved the large round couches in the living room - super comfy for relaxing after our bike rides on the Kettle Valley Rail Trails. We had a balcony but did not use it much as we smelled cigarette smoke. There is only 1 small elevator so getting in/out of the building was not as convenient. I would come back if I need to visit Kelowna again.

  • Stayed September 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed September 18, 2013 via mobile

Great place to stay close to major areas of Vancouver. Lovely and clean couldn't have asked for more. Although service needs improvement like the last review mentioned. It was quite slow but other than that a good stay

  • Stayed August 2013
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Senior Contributor
29 reviews 29 reviews
12 hotel reviews
Reviews in 11 cities Reviews in 11 cities
35 helpful votes 35 helpful votes
1 of 5 stars Reviewed September 16, 2013

We stayed here for one night in july. we were offered an upgrade to the "tower" as it has nicer beds and we were clearly tired. So we went and had a quiet dinner and retired to bed early, to get back on the road. Around 1 am we were awoken to what could only be described as a rockin country concert.after spending some time looking for the sound, and countlessly calling the front desk, we figured out the room below us was having a drunken party on their deck. 20 minutes had passed, and still no response from the front desk, so my wife ran down in her pj's while I called the 1-800 number. My wife found the desk clerk outside, smoking away. My wife explained that we had been calling and that there was a disturbance, to get a reply of that's impossible. S o my wife escorted the clerk to the floor below us and showed her the open door and dozen young adults screaming and playing music. At this time I was on the phone with a sympathetic customer service agent who was calling the hotel looking for an answer, to no avail.The next morning we were greeted with no remorse or admission of wrong doing, no credit and of on our trip 3 hours behind schedule. I have since been in contact with guest services, several times, and they have chosen to do nothing. so the next time Im on the road, I'll be staying at a Marriott.

Room Tip: Stay elsewhere
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  • Stayed July 2013, traveled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Sandman Hotel & Suites Kelowna

Address: 2130 Harvey Avenue, Kelowna, British Columbia V1Y 6G8, Canada
Location: Canada > British Columbia > Okanagan Valley > Kelowna > Central City
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #22 of 34 Hotels in Kelowna
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Sandman Hotel & Suites Kelowna 3*
Number of rooms: 221
Official Description (provided by the hotel):
Sandman Hotel & Suites Kelowna is located in the heart of the beautiful Okanagan Valley; a world class destination featuring an endless variety of summer and winter recreational activities, making it the perfect choice for your next stay. ... more   less 
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Also Known As:
Kelowna Sandman Hotel
Sandman Hotel & Suites Kelowna Okanagan Valley

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