Sheraton Vancouver Wall Centre

Onduidelijk waar parkeren. Het is erg groot en het vinden van een parkeerplek was moeilijk bij aankomst, maar ook bij vertrek (om de auto weer terug te vinden).

The overall property I felt is starting to look a little tired.

We booked for 3 people and they only gave us vouchers for 2. This was very unfortunate because we had to order off their menu

They seemed to allow so many people to check in early for Easter weekend that we had to wait almost two hours past check in before we could go to our room, they did comp the overnight parking though which was appreciated. Didn’t realize until the next day they put us in a lower level and I paid for a high level - they were supposed to refund my money for that first night but never did. Lobby was very loud in the south tower and it was really hard to hear anyone when trying to talk to guest services about that issue, even after telling him we could not hear him. Frustrating experience all around.

Not enough outlets near night stand for both my son and me to charge our phones and watches.

Ambulance sirens were enjoying all the night
No slippers
Nothing like tooth prush or tooth paste were in the washroom

Extremely Disappointing and Unprofessional Experience

I recently stayed at Sheraton Vancouver Wall Centre (April 4–6) and unfortunately experienced the worst hotel service of my three-week trip across Canada.

I had a confirmed reservation for four guests (two adults and two children) including breakfast for all four. However, when we went for breakfast, we were informed that only two adults were covered. This directly contradicted my written booking confirmation.

When I approached the front desk to resolve the issue, the response was shockingly dismissive. Instead of reviewing the reservation or attempting to help, the staff member immediately denied responsibility and told me to “check with Booking.com” and “read the fine print.” There was no willingness to investigate or assist.

The situation escalated further when the Assistant Front Office Manager intervened. Rather than calmly resolving the matter, he was confrontational and openly hostile. I was told that I was wrong, that my booking was “not their problem,” and was even called a liar — all in front of my family in the hotel lobby. At no point did management attempt to de-escalate or provide a constructive solution.

The issue itself was minor (a breakfast discrepancy), but the way it was handled was unacceptable. The core problem was not the CAD 60 — it was:

- Refusal to honor documented booking details
- Lack of accountability
- Defensive and aggressive behavior
- Complete absence of hospitality standards

For a property charging approximately CAD 300 per night, this level of service is unacceptable and far below expectations for a Sheraton-branded hotel.

After staying at six other hotels across Canada without incident, this experience stood out — for all the wrong reasons.

Unless significant improvements are made in customer service training and management accountability, I would not recommend this property.

There was no mention at booking that the club lounge was closed for construction. The point of booking the suite with club lounge access was to use the lounge and its benefits. Why allow a customer to pay the money for an added amenity when it’s well known that amenity is unavailable.
The pool is a long journey to get to and there was no elevator access to that level for stroller use.

I had a very frustrating experience with Sheraton Vancouver Wall Centre.

I booked through Booking.com, and that turned out to be a huge mistake - Sheraton completely disregard and dismiss customers who come through third-party platforms.

I needed them to make a very simple adjustment: update the name on the booking/receipt to mine for accounting purposes, since the payment was made with my credit card. This is something that should take minutes to resolve in 2026.

Instead, I was sent in circles. Instead of providing basic customer service, I was forced to chase Booking.com, who then had to chase Sheraton - while Sheraton did absolutely nothing.

The fact that Sheraton refused to resolve something so simple is honestly shocking.

It’s the 21st century, yet the service feels stuck in the Stone Age - rigid, unhelpful, and incapable of handling even the most basic request.

Sheraton team, if you’re unable to support customers who book through third-party platforms, then you shouldn’t be working with those platforms at all. Passing responsibility back and forth only highlights a lack of your accountability and creates frustration for your guests.

Very disappointing experience.

One issue was getting to the pool. If you're staying in the south tower, you either need to walk through their conference area, which has people everywhere or go down the stairs and outside in order to reach the entrance to the pool and health club, which is kind of weird when your wearing a bathing suit.