La Grande Residence at the Sutton Place Hotel

I booked a room to celebrate my daughter’s birthday, but lost my job just before we were due to leave and had to cancel. The cancellation policy said I could cancel without charge until check-in day. Later I got an invoice for more than $500, with the hotel saying it charged for one night's stay. I asked for an explanation and an itemized breakdown, but got no response. Losing my job and cancelling a trip my daughter was looking forward to was already devastating. Being charged when the hotel could have waived it left me in tears. The hotel itself may be lovely, but the customer service felt nonexistent and heartless. April 23, 2026: Thanks for responding to my review. I can assure you nobody contacted me. I have no missed calls or voicemail from anyone at the hotel. The response feels like a standard public-facing “we tried, you didn't pick up.” I contacted my credit card company, and they were more than helpful. They are disputing the charge for me and have already reversed it. They handled everything in a 15-minute phone call. I wish I'd called them first instead of spending over a week trying to sort this out with the hotel.

This is my preferred place to stay when I visit Vancouver. I appreciate how spacious and spotless the suites are, and the staff are so friendly. Shopping and dining are an easy walk away, and the gym and pool area are pleasant too. Thanks for a delightful stay.

The extra room made a big difference for our family of five, and the bed was a welcome change after some mediocre ones earlier in the trip. We had a great stay at La Grande Residence. The location is fantastic, with lots of good restaurants and shops within walking distance. A maintenance problem was taken care of promptly, and the excellent staff made the whole experience even better. Highly recommend.

The location was perfect, and the room was nice otherwise, with comfortable beds and an affordable price. Still, booking a two-bedroom suite for my bachelorette party turned into an odd experience. We were told the room was ready, but wood dust covered the floor, baseboards and door. Guest services seemed surprised and said there was no renovation work, yet the next morning we heard drilling and banging. Someone came to clean within 10 minutes of our call, and the worker said they were changing the door handles. The tables in one bedroom and the living room were very sticky, too. I'm surprised they considered the room clean enough to hand over. They offered no compensation. I wasn't expecting anything, but most hotels would do something for that inconvenience.