The Sutton Place Hotel Vancouver in Vancouver

Great location and a clean hotel, but the property is dated and guest service was extremely disappointing. After an in-room accident on the property that required a visit to the Emergency Room, I've spent three months trying to get follow-up, and still have no resolution. I'd recommend the Hyatt Regency right up the street.

As a frequent visitor to the beautiful city of Vancouver, I spent a few nights at Sutton Hotel in October 2025. Location is great. Property is clean although dated. Attached restaurant, Boulevard Kitchen and Oyster bar is great.

My main concern is the level of guest service. Specifically, how a serious issue was handled after my stay. After an in-room accident that necessitated an Emergency Room visit, I left my contact information with the Front Desk multiple times before checking-out and was assured someone would be in contact promptly. Upon returning home, and waiting a couple weeks with no one reaching out, I sent multiple emails that went unanswered. After more than 6 weeks, I finally spoke with the Director of the Front Office, who then connected me with a representative of the Security Department. After a conversation about the accident, I sent all photos/documentation that were requested. I was informed the hotel's security protocol was not followed at the time of the accident unfortunately. Yet, as of the end of January 2026, more than a month after I've provided all the information requested, I have not been contacted by anyone from the hotel, and will need to seek a resolution via a different avenue.

If this is the level of guest service after an in-room accident, what is the level of service for something simple like a cancelled reservation?

Not the most rainbow friendly location we have experienced during our Canada trip.

We have stayed at this location four times over a two week trip in Vancouver.

On the first and the fourth check-in the reception tried to put us in the smallest room with two twin beds.
They explained that because we booked through a travel agent if we wanted a king size bed, we would have to pay to upgrade to a better room.
Our booking specifically requested either a queen or king size bed as often hotels assume two ladies travelling together want a twin room.

Personally I find it difficult to believe that if we were man and wife, we would’ve been expected to sleep in a twin room..?

The rooms are nice once you get through the reception.

Restaurant staff are amazing 10/10 to them.

Reception & check in…. Not so great.