Great hotel in Ottawa, but the hotel is not the destination in this case. I stayed in this property 3 nights over a week (two stays) because of a death in my family. The first stay was just my husband and I as we had to clean out my mother's apartment. We stayed on the Friday night between Christmas and New Years. Room was 1 king bed. There was a chair and ottoman and a reading light, flat screen TV, desk with comfortable chair and two bedside tables. Bed was very comfortable. Nice room, comfortable, had everything we needed. No view.
The only thing strange, if you want to call it that, about the rooms in this hotel that I have not encountered anywhere else, is that they are square and the bathroom is not right inside the door. I note this because as soon as the room door is open, anyone who is in the hallway can see right into every part of your room unless you are on the side of the bed beside the bathroom wall, right up by the pillows. So don't have your partner run our for ice while you slip into something more comfortable....because all will be revealed when they open the door to anyone outside. Also the room is all carpet, no tile by the door so in the cold Canadian winters everyone has to wear their boots into the room and onto the carpet...a bit gross.
The hallways in this hotel are C-O-L-D! Be prepared if going to the pool or down to the bar or restaurant. Not just cool, but uncomfortably cold. Plus there are always covered laundry bins, large ones, in the hallways waiting for the laundry for the next day. I always thought these would move, but they didn't. They were there 24 hours a day.
You will not get a statement under your door either. So when we went to check out I had to go to the front desk. I was asked how I was, how my stay was going, if I had a good time...until I asked if there was a note on my file as to the purpose of our stay. "No" was the reply. I was surprised as I was very specific when I made the reservation through a SPG agent that we were there only because my mother had died and I made the two reservations at the same time. He appologised and made a note for our next stay, for the funeral, in 4 days time; that stay we would have our two children with us.
We upgraded to the Club level for our second stay as there is just no space in this hotel. I hope you know what I mean: there is no real lobby, the bar is small, there is no extra space and because I was giving the eulogy at my mother's funeral I thought it would be good to have the club lounge for me and or the kids to have some extra space. We were going to book it but we were surprised to find an email from the front desk manager saying that, due to our issues with the last stay, the upgrade would be complimentary. I was very relieved and sent an email back to thank her and told her that the access to the club lounge would be very much appreciated to have a place to get away from the people in the hotel "on holiday", prepare for the eulogy, and just have some quiet time as vacation was not the purpose of our trip.
I found out after we checked in that second time that the club lounge is not available and that we would be supplied vouchers to be used in the bar only for nibbles before dinner (can't spell h'or d'overs...see what I mean) and breakfast. I was upset and said I would never have booked the hotel if I had of known before hand. There was nothing on the hotel or SPG web site stating that the hotel was being renovated. So essentially my free upgrade was a tease, as I thought we were going to get something (space and quiet) that was not available. When we got to the room it was exactly the same size as the room we had 4 nights earlier except there were 2 double beds in the space of the king bed and only 1 night table. There was only seating for 2 people (easy chair and desk chair) so room service was not even an option. I was forced to go to the bar for our food which was loud and had no tables for a family of 4 to eat at. There were sofas and chairs for 4, but try eating at a cocktail table with an 8 year old boy who doesn't have extra good clothes to wear to his grandmother's funeral.
The morning of the funeral we were told we had to eat at the bar. I almost broke down in tears. It was noisy, no proper seats and the restaurant, right next door, was nearly empty. Ian Brown took pity on me and sat us in the restaurant. I will be forever greatful.
We left the hotel at 9:00 in the morning and got back at 3:30 and the housekeeper had just got to our room. To be clear, this was a club level room in a hotel that was no where near capacity. I just wanted to change and be with my family. She had not done anything in the room except take the tip we had left on the bed. She did not offer to come back so we could use the toilet or change, she just said she would "hurry up". I declined her offer and we had no choice but go to the bar. I have never been at a Sheraton, Westin, or other brand of hotel that did not service guests rooms until such a late hour. It was just icing on the cake for our stay at the Sheraton Ottawa.
You get my point. I just felt that they could have done much better. I was never greated with any sympathy, no acknowledgement that this wasn't a "fun" stay. I wasn't asking for special treatment, but I wasn't expecting to have to explain, over and over, that we were not there for a vacation either. There was no obvious understanding of our situation by the staff. Although when we checked out one staff member did whisper to another that we were the XX family and they nodded knowingly.....
- Official Description (provided by the hotel):
- The Sheraton Ottawa is located in the heart of Canada's capital. Our Ottawa accommodations, featuring newly refreshed guestrooms, are just steps away from several of Ottawa's attractions. ... more less
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- Also Known As:
- Sheraton Ottawa
- Ottawa Sheraton