Sheraton Ottawa Hotel

Sarah Marie

4 months ago

I would give zero stars if it was possible. This was supposed to be our first night away since having our son, and it became one of the most stressful hotel experiences we’ve ever had. We booked through Expedia and were told on arrival that our vehicle wouldn’t fit in the underground parking. The front desk agent, Kesha, directed us to a super small parking lot that only has a handful of spots and was effectively full. After driving in circles for about 25 minutes with no available spaces, we returned to the hotel. Kesha then assured us our vehicle would “definitely” fit in another underground parking lot near the hotel, which required an additional payment. It did not. We drove about 100 feet down the ramp before realizing it wouldn’t fit and had to reverse our new truck back up the tunnel and out onto the street. It was stressful, unsafe, and completely avoidable had accurate information been provided. At that point, our night was ruined and we drove 3.5 hours back home. For the refund, we were told the hotel couldn’t issue one directly and that Expedia needed to approve it first. Kesha said she submitted the request and encouraged us to contact Expedia as well. Two hours later she called to confirm it was submitted, which briefly gave us hope. Expedia later confirmed they were willing to refund our stay given the circumstances but needed the hotel’s approval. The next day they emailed: “After contacting the property, they’ve decided to uphold the original cancellation policy and have declined the waiver request.” I called the hotel and was promised a call from a manager that never came. Three days later, I called again and spoke with Kesha, who now presented a completely different version of events and said I had misunderstood. I was told a manager had emailed me, but no email ever arrived. Meanwhile, Expedia’s emails clearly state they were willing to refund my stay as long as the hotel agreed. I again requested to speak with a manager and file a formal complaint. Over a week later, I still have not received a call. Between the parking ordeal, extra costs, inconsistent information, lack of follow-up, and refusal to approve a refund despite the circumstances, I cannot recommend this hotel. What should have been a special night away turned into hours of stress and disappointment. I will not be returning and encouraging anyone I know to do the same.

Nita

5 months ago

I just wanted to share that receptionist Mary-Line was the best part of our stay!!! She was so kind and informative. Went above and beyond to address our concerns. We stay here quite frequently and check in was not the best. The girl checking us in at night seemed like she had an attitude and was very rude to my coworker who just asked a question about a known issue. When I came down the next morning Mary-Line listened and explained and really made the situation better by caring. The hotel itself could do with some major updates especially to the rooms. It has a very dark and old feel to it but I love that it is close to everything in the heart of the city. The shuttle drivers are very friendly and prompt. Overall it was a decent stay.

Brent R

3 months ago

Location is good. Very well located in the downtown area. Underground parking and heated, so car was all cleared of ice and snow as it was just after a winter storm. Staff are friendly and welcoming. Ian from the lobby bar is fantastic. Ask for one of his Old Fashioned's. You will kot be disappointed!! Thanks, Ian! Heres my I only rated the hotel 4 stars.. our room was not an upgrade, even though we have Gold Eite status. The club floor on level 14 was our room location, which had a musty old attic like smell. Made my wife all stuffed up for the night. She didn't sleep, which meant neither could I as well :( Our absolutely main issue, not at all sure why it cost an extra $100 for the club lounge. There was literally and actually NOTHING in the Club penthouse lounge. We arrived at 20:00hrs. No food, no alcohol, no service staff. Reception told us it was open until 22:00hrs. Any of our travels to Club/Gold/Elite lounges we have always had alcohol and snacks for the times the lounge is available. Very disappointing. No idea where they can justify changing an extra $100 for that. Avoid the club lounge, save your money.

Cindy Mellow

5 months ago

Great place to stay at for a conference or little getaway in Ottawa. Close to everything that you are going to want to see. You can walk to the parliament, mall or anything you want to see as long as the weather is good or get an uber. The hotel has food and drinks so if you don’t want to leave you don’t have to. Plenty of room for a group of people to sit together. The rooms are a good size, clean and well equipped. The staff are very friendly. I would stay here again.