"This hotel is listed as a 5-star, but I couldn't disagree more. I am not sure who is doing staff training, but it needs to be re-evaluated because there is so much room for improvement. For a 5-star hotel, the staff were generally unhelpful, not proactive and had a "no mentality" i.e. would default to saying "no" without offering any alternatives or suggestions, and leaving it on the guest to come up with a solution. It started my stay on a bad note, and all throughout, this was a consistent theme. The property itself is beautiful and well-maintained, but in good faith, I could not recommend this hotel if you are looking for a true 5-star experience. I would recommend the other nearby luxury properties instead, such as Fairmont Pacific Rim and Hyatt Downtown Alberni, which have provided consistent 5-star service and care. To the Sutton Place Vancouver HR: a 5-star hotel is not only based on how nice the property is, but on the service quality and care that guests receive, and that really falls short here."
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