I have stayed at the hotel in December 2010 and found it to be okay for a category 2 Sheraton, mostly due to good location - right across from a big mall. However, this year I had the most unpleasant experience with their reservations manager trying to sort out an issue with my reservation - the hotel confirmation stated a different rate from the one showing up on my original Starwood Preferred Guest confirmation. To redeem SPG points I made a reservation at SPG website for 2 adults at 30USD/night. Had I made another cash&points reservation today, it would have shown the same rate. However, confirmation email from the hotel stated 40.50USD/night. After several emails and several calls to both, SPG customer support, and the hotel, unable to get the rate I have been quoted and could still see when logging into my SPG account, I cancelled the reservation. What a waste of time - will never stay at this chain again! SPG agents proved useless - were telling me that my original rate is the correct one and that I should just tell the hotel to fix it in their system. The hotel reservations manager, George, kept telling me that $30USD is based on 1 adult - well, my SPG confirmation clearly stated that the reservation is for 2 adults. If you ever try to make a cash&points reservation, beware also of exchange rate - fine print in your reservation detail will basically say that the hotel can use whatever rate they want (suddenly USD will become as valuable as GBP). I'm glad I did not wait to check into the hotel to inquire about the rate difference - nobody likes to feel like they are being taken advantage of. In place of my Four Points reservation that was going to end up costing 100 CAD for 2 nights, I reserved Staybridge Suites, #1 in London & in the same area. Not only it is a much better property, but we will realize vacation savings as their rate includes hot/cold buffet breakfast and dinner.

I usually do not post hotel reviews because I've stayed in a LOT of hotels and I feel that most have been satisfactory in my 3 areas of concern (clean, quiet, friendly). Therefore, it takes something truly exceptional for me to take the time and write a review. My recent stay at Four Points Sheraton was EXCEPTIONAL in a very bad bad way.

I checked in this past weekend (Dec 17th) at around 2pm and was given Room 117, which is an executive suite located on the ground floor. I went in and checked the room out and apart from the bathtub enamel peeling around the drain (first time I've ever seen that), everything looked fine. I did my bedbug check and found nothing, so I was happy with the room in terms of cleanliness. I left for the day and spent time with family. I arrived back at 8pm and there were kids everywhere running up and down the hall. I thought…no problem, I will just shut the door to the bedroom portion of my suite and it will be quiet. WRONG…I can hear constant running in the suite above us… BOOM BOOm Boom boom..boom Boom BOOm BOOM. Back and forth, back and forth. Stuff was constantly dropping, which happened until around 2:30am (Yes, I was up, even though I tried to sleep at 11pm). I finally fell asleep at 3:30, only to be woken up to the same dropping and footsteps at 6:30am, at which time I got out of bed because I knew that 3 hours was all that I was going to get that night. When left the room to check out, there were approx 20 kids in the hallway playing hockey. I went back to snap a picture and most of them left but you can still see hockey being played (please see attached picture). The icing on the cake was that multiple staff walked by and did nothing. This is the first time that I've seen this in ANY hotel. Hostel/Dorms, yes…but not at a hotel.

Now you are all probably wondering why I stayed in the room and not asked to be changed. First, my wife was not feeling well, so I didn't want to move her (she could sleep off and on). Secondly, I went to the vending machine at around 1:30am and passed by a room that was extremely loud, lots of drunk people singing, beer cans in the hallway. My reaction was…at least I wasn't next to that! Best of the worst…in this poorly run hotel.

Now for general thoughts about the hotel:

The lobby is going through renovations, which you can walk through, and it is pretty nice for a four points. A little dusty and dirty at the moment, so if you don't like staying in a construction site, stay away.

The beds are very bouncy, you will feel EVERY movement from your partner. This is standard for every four points. Even Sheraton Sweet Sleeper beds are like that, which I hate. If you want better beds, you have to go all the way up to the Westin, the W Hotel, or St. Regis, which unfortunately London does not have.

Free WIFI and bottle of water, which is great. CLEAN brand products, which are ok.

Conclusion: For approx. the same price, my suggestion would be to go downtown to the Delta or Hilton. I've stayed at the Delta many times in the past (one time for over a week) and never had a bad stay. Much better then this pathetic excuse of a hotel. For me, this stay was a total waste of $135.



Disclaimer: I have stayed in the hotel before, my last stay being 2 or 3 years ago. I remember those stays, with the exception of one stay, being totally forgettable. Being forgettable can be a good thing when it comes to hotels aiming for mediocrity. The only reason I went back to this hotel in the past is due to the SPG program. This time in particular, my SPG points were going to expire, so I needed a stay to 'reset' my points. Four Points is the only Sheraton brand hotel in the city of London.

The 4 Points is undergoing a major renovation that should be complete soon. Although the lobby area is all in transition now, the hotel rooms are away from all of that. I was on the fifth floor and it was perfectly quiet and comfortable. I like the 4 points approach of no frills, but comfortable. The design of the rooms has the needs of a traveler in mind. The restaurant is okay; not great but good.

Stayed at this hotel this past weekend for a Ringette Tournament. Hotel rooms were clean and updated. The beds were fantastic, and I had a great 4 nights of sleep. We were kept busy with the tournament and didn't use the facilities in the hotel. It's under renovation right now which made it inconvenient a few times having to get through the hotel and go through construction. They have a Starbucks on site which was great for a morning coffee and muffin, although I found the staff in there unfriendly and unsmiling. They were never rude, but honestly, first thing in the morning I would rather see a smiling face with the service being provided then what I got. Overall, I would stay again, but make sure the construction is done first.