okay, where to begin... myself and 8 co workers stayed here for between 8 months and a year.. The beds were very comfortable, the rooms spacious, and I loved having my own kitchen and laundry. However, the staff was not always very welcoming to a group that spent well over $100,000.00 there and had the rooms full every single night. The lower floors are in desperate need of new carpet and furniture, but the upper floors are still quite decent. Having Moxie's downstairs is a bonus, despite their high prices. The staff, the food, and the drink there were all above standard. Parking is a pain and you have to get there early to get a decent spot, but thankfully the guest portion of the parkade is secured behind a gate that only opens with a key card. Location wise, well, that depends. You are close to shopping and transit, and only two blocks to the freeway, however, in rush hour, the two blocks to the freeway takes 45 minutes, and the neighbourhood at night is a great place to get shot or robbed by some crack head. You are not near the skytrain so getting into Vancouver means either drive or shell out big bucks for a taxi. All of the conveniences are near by as far as shopping goes, but you want to get there before dark, or have your own car, which will probably get broken into while you shop. That is to be expected in a metropolitan area, but my biggest beef was with the front desk staff, the managers in particular. They seemed unmoved by the fact that we were very regular, very high paying customers... not that that entitles us to anything, but you would think they would at least seem thankful for the business. Instead they act as if they were doing us a favour letting us stay there. After several months and thousands of dollars spent, they still refused to move me to a higher floor. I had to sneak up a level at a time by sweet talking the night staff... I would stay here again but only because of the corporate discount I receive and only if I was to be there long enough to make use of the kitchen and laundry. If here for a short stay, try the Sheraton or the Ramada... The Sheraton is nicer, the Ramada cheaper, and with much nicer beds.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
25 October 2010
Dear Guest,
On behalf of the staff and management, thank you for taking the time to share your thoughts and concerns. The biggest factor of improving is when we hear from our hotel guests.
In terms of our hotel location, yes, there are many advantages and certain disadvantages as well. Traffic is certainly a challenge especially during the “rush hour” periods as the highway is a main route for many locals from downtown Vancouver to the suburbs. The additional service of the Skytrain, which is easily reached by several direct bus routes, has made it very convenient and affordable for any guests and local residents to travel to and from downtown Vancouver, in time, it is anticipated more locals will likely to take this service instead of driving, which will also alleviate the gridlock traffic experience, sometimes “change of transportation routines” does take time.
In terms of certain “undesired activities” within the area, the City of Surrey has implemented certain security programs to alleviate this concern, being the biggest or most populated municipality in the province, this on-going challenge has been met with a high degree of success as some of the “undesired activities” have moved away from this area altogether.
I will certainly bring the issue of the level of service you experienced to the staff, please be assured, all guests are important to us and we are privileged to have guests staying in our hotel. It is sometimes difficult as all it takes only one employee to project this picture compared to the many others who maintain the attitude of our guest being vitally important. Please accept my apology for this experience, please be assured, the front desk agents will be informed and re-trained if necessary.
Our hotel is an All-Suite property with many amenities similar to a condo type of accommodations. There really is no difference whether you have a short stay or long term stay, the main fact remains is the advantages offered for a condo style experience compared to a regular hotel room offered within the area. We have no standards in terms of allocating short term stays compared to long term stays, the higher floors are based on availability offered to the guests when they check in for either a short or long term.
Again, thank you for taking the time to share your thoughts and concerns. Please do accept my apology for the experience at the front desk as be assured we are not doing you a favor for staying with us but really…the opposite, as you are doing us a favor by choosing to stay at the Sandman Surrey Guildford suites hotel.
On behalf of the staff and management, we sincerely hope to have another opportunity to welcome you back to the Sandman Suites hotel.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
