Sandman Hotel Group

4 months ago

Rooms are fine, we had a nice view and the food at Moxie was good, but unfortunately this hotel is really lacking in basic amenities and customer service. Though the female staff were overall nice, the male staff at reception was consistently condescending and appeared annoyed to have to help us. This hotel does not even provide body lotion, which is the first time I have ever seen this, so be aware to bring your own. When we first arrived in our room, a female staff was sitting on a chair by the window seemingly taking a break/doing personal calls in our room, looked surprised and promptly pretended to be doing “an inspection” when she saw us enter and promptly got up and left. Front staff and Moxie staff are quite unaware of what this hotel provides and of the reward program. For example: The first staff gave us hair conditioner when I asked for body moisturizer; the second staff said it would be sent to our room but nothing ever came; then the 3rd staff told us they didn’t have any. They gave us a card with the platinum status description of their reward program which outlined the benefits I should be entitled to, but when I asked them how to actually get those benefits, they acted as if they had never heard of them or had no idea how to implement them (eg. Credit using points on hotel bill, breakfast box or gift card) and referred me back to contacting the reward program myself. When you look up this hotel online, results on Google note “a lift, cash machine, and vending machine” as the major perks offered by this hotel (vs a sauna and steam room at their other location on Davie). While this made us laugh initially as we thought this must have been written by AI, we were forced to realize that, indeed, this might be the best of what this hotel can offer. The room did come with a free used razor left over from a previous guest though that housecleaning seemed to have left for us to dispose us. I wondered why the reviews are so high, but reading through recent reviews it’s obvious that a specific staff member is giving guests extra perks in exchange for a 5 star review, as evidenced by the many reviews mentioning him by name and sometimes, only having his name as the review comment… This is really shocking (and embarrassing) behavior for a major hotel chain. Maybe if they improved their actual customer service, no bribe would be required for them to get a good review.

2 months ago

Bit run down but comfy robes and beds. Good views and good location. Shower in our room was a bit small. Cleanliness not the best. Room has everything you need (except body lotion). Pool is cold and hot tub doesn't really have jets. I was GOING to say probably overall pretty good value for money for a downtown hotel these days, but then I saw that without the corporate rate this hotel would be over $700 per night ($850 including tax and fees) which is outrageous!!!! They also need to put more people at the front desk for the 3pm check in rush. Took about 30-45 mins to get our room

3 months ago

Good location. Rooms have everything you need and spacious, for what you pay for. Corridors dated and needs some work with regards to the smell. Reception staff (especially the one frequently mentioned in the reviews) - please stop asking guests to give a 5 star google review at check in..... not appropriate, as I was asked "to do it now"

3 months ago

Had a fantastic stay at the Sandman Signature Hotel! The room was exceptionally clean, comfortable, and well-maintained, which made our stay that much more enjoyable. The location is hard to beat, being right next to BC Place Stadium was incredibly convenient, and there were plenty of restaurants, shops, and other amenities within walking distance. What really stood out was the staff. Everyone we interacted with was welcoming, professional, and extremely accommodating, always willing to help with a smile. It’s clear they genuinely care about their guests’ experience. Overall, a great hotel in an excellent location with outstanding service. I would definitely stay here again and highly recommend it to anyone visiting Vancouver!

4 months ago

The staff went above and beyond to make sure my family had a great experience. The rooms are a little small and dated but given that we do our best to only use them for sleeping/showering, that wasn’t a problem for us. Having staff help with directions, recommendations, and logistics really made a difference during our trip.