We vacation in Vancouver often due to our residing in nearby Seattle, and normally opt for the hotels in downtown Vancouver. However, this time we decided to give Surrey a chance - it is a city of nearly 500,000 people so it should have some decent hotels with urban offerings.
The Sheraton Guildford is billed as the largest and best hotel in the fraser valley region so we gave it a chance. And it is a Sheraton, so it should know about service and amenities (especially since it is 4 diamond) - so we assumed.
We booked the hotel, more than 2 months ahead of time, on Travelocity for 99CAD per nite. Upon arrival, the rate they gave us was 119CAD. I was extremely disappointed and contacted them. Luckily, I brought a printout of my reservation - and reception asked me to show it to them. Later that first evening - after visiting our favourite big city downtown, Vancouver - I brought my reservation printout from travelocity to the front. The reception assured me that they would honour the rate.
Another disappointment for me was our room was located on the 14th floor, not the club floor which we should have been booked - as I am a Starwood Club member. There was no explanation or anything as to why we were booked on the 14th instead of the higher and better club floor. They basically treated us like we were "lucky" to even be there. Excuse me.
The room itself was ok but was not up to date and very lacking. There was no refer, no microwave, no coffee table (or table for that matter); however there was a small office desk. Internet (that the web site mentions) is not free and there is NO wireless internet. All in all, services were very lacking.
As for the hospitality department, they failed to have a shower cap in the bathroom and on our second day there, they did not even give us toiletries - no shampoo, lotion, showercap (of course), and NO FACIAL TISSUE!!!! What did they think, we would supply these items ourselves?
The city of Surrey itself is basically just a very large bedroom community. There is lots of diversity but there is no focus, no activity, just lots of houses and new ones being built. The city centre (laugh) had no reason for us to get out of the car. So needless to say, most of the time we were in downtown Vancouver (downtown big city) - which is quite a drive from the hotel. Even Richmond (half the size of Surrey in population) has more to offer than Surrey.
The final issue was the parking. Now, this is Surrey, a large suburb with a disconnected city centre. Upon checkin, the clerk asked me for my vehicle plate but failed to inform me that there would be a charge for parking. I found out upon checkout and was furious. Why would someone come to the suburbs - with plenty of land and lots available - to have to pay for parking like in downtown Vancouver????
This was the last straw, so I called the front desk. I had to explain to them that we needed toiletries and were not informed ahead of time for the parking - taking more than 30 minutes. In the end, they removed the parking charge as their so-called "Sheraton Guarantee" but I have to say they seemed rather reluctant to do anything aside from justify their inaction.
I without a doubt will never return to this hotel, if at all - to Surrey. We were so disappointed that we will never stay anywhere in the fraser valley. We are used to more upscale accomodations where tourists like us receive exceptional service and amenities - so it will be downtown Vancouver, Burnaby, and Richmond for us from now on.
Stop lying on your web site and tell the truth, Sheraton Guildford is just not up to par!!! You dont even deserve a diamond rating.
- Also Known As:
- Sheraton Surrey
- Surrey Sheraton
- Official Description (provided by the hotel):
- Sheraton Vancouver Guildford Hotel, in British Columbia's Fraser Valley, is a four-star, 279 guest room hotel with a 26,000 sq ft conference centre near Stanley Park, Grouse Mountain, and White Rock. ... more less
- Reservation Options:
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