The Sutton Place Hotel Vancouver

Our room was comfortable and nice, and once you get here, you can walk to just about everything. Getting to the hotel can be a challenge, though, with all the traffic and pedestrians around. We chose it for the amenities after having the flu a couple weeks earlier, hoping for a hot tub and steam room. The website said they were open, but the men’s steam room was closed and the hot tub was warm without working jets. My son didn’t use the pool because it was salt water, which I wish we’d been told about beforehand. I raised these amenity issues with the front desk. They took my room number and said they’d speak with the manager, but we never heard back. That was disappointing. I won’t stay here again.

The location is great, the hotel was clean, and the attached Boulevard Kitchen and Oyster Bar is good. The property is dated, though, and guest service was extremely disappointing. I’d recommend the Hyatt Regency up the street instead. I spent a few nights at Sutton Hotel in October 2025, while visiting beautiful Vancouver. My main concern came after an in-room accident that required an Emergency Room visit. Before checking out, I gave the Front Desk my contact information multiple times and was assured someone would promptly follow up. No one did. After waiting a couple of weeks at home, I emailed several times without a response. It took more than six weeks before I finally spoke with the Director of the Front Office, who put me in touch with a Security Department representative. We discussed the accident, and I sent all the photos and documentation they requested. I was told the hotel’s security protocol unfortunately hadn’t been followed at the time. By the end of January 2026, more than a month after I’d supplied everything requested, no one from the hotel had contacted me. I’ll have to seek a resolution another way. If this is how they handle an in-room accident, what would happen with something as simple as a cancelled reservation? I’ve spent three months trying to get follow-up and still have no resolution.

We enjoyed our stay, and I’d come back. The room was spacious, clean, quiet, and had a comfortable bed. It’s also an easy walk to plenty of good restaurants and downtown attractions. The welcome wasn’t especially warm at first, but things got better after check-in.

Once we got past reception, the rooms were nice, and the restaurant staff were amazing, 10/10. Reception and check-in were a different story. We stayed here four times during a two-week trip in Vancouver. At our first and fourth check-ins, they tried to put us in the smallest room with two twin beds. They said that because we’d booked through a travel agent, we’d have to pay to upgrade if we wanted a king. Our reservation specifically asked for a queen or king, since hotels often assume two women travelling together want twin beds. It’s hard not to wonder whether they would have expected us to share a twin room if we were a husband and wife. This wasn’t the most rainbow-friendly place we experienced on our Canada trip.