Sandman Hotel & Suites Kelowna

No meals

Elevators

In 2025 we travelled to Kelowna enough times to earn Platinum status with Sandman. We enjoyed the hotel for their services, room comforts and accommodations with us. We booked with them again on our latest trip out for 4 nights over New Years Eve 2026. We booked a king suite with full kitchenette and balcony in the tower (because I bring/cook my own food while travelling). When we arrived we were given one of two rooms located on the main floor of the tower. The kitchen AND bedroom window opened directly onto the busy parking lot – so we could not open the drapes without every person looking right into our room. The room was much smaller then all previous rooms we had stayed in on the upper floors, and the following were issues noticed upon entry: mini fridge – not full sized – and it was not even turned on. No kitchen, just a sink on a counter that was taken up by a microwave. No cupboards as in all previous rooms we had. No bowls or cutting board. No desk to work at. No coffee table. No side tables. The two sliding doors for the small jacket closet were both broken and off track and could not be used. The bedroom was directly behind the main door to the tower that could be heard opening and closing every time someone entered or left the tower. We went to front desk to discuss that we had booked a room with a balcony and not on the main floor (as we had with every other previous stay that year), and were told the following: - Because we have a pet, they have the right to downgrade our room without notice (which is not written anywhere online.) No phone call was made to notify of ‘downgrade’ being made; - But, she said, our room was the same as what we had booked, minus the balcony. (NOT TRUE , WE ARE AWARE OF THE AMENITIES IN THE **FULL KITCHEN ROOMS** WE HAVE BOOKED BEFORE - We asked if there was any other room we could look at to consider as we were not happy, and were told no, that there were no other pet friendly rooms available. With Platinum status, we are supposed to get a free room UPGRADE, (LOL, WE WERE DOWNGRADED APPARENTLY) early check in, late check out, food voucher + 10% off food on site, no black out dates and executive rates. What were we given out of the above: a $10 food voucher to be used at the on-site restaurant. Nothing else was given or offered to help or accommodate us. All that we wanted was THE ROOM WE HAD BOOKED AND what we came to expect from Sandman, (we don't care that you are doing reno's) we did not ask for extra perks. We were brushed off as an annoyance.

Wifi,too humid in room made sleeping uncomfortable.

The location

I was unaware the hot tub was closed until after I booked the room and was not able to get a refund. This was disappointing, my daughter and stay in Kelowna a lot and sitting in the hot tub and chatting is a tradition for us. The bathroom in our room was not clean. There was hair on the floor and in the bathtub. There was a broken hanger in my room and when I tried to call the front desk 4 times to let them know they never answered the phone. I had to walk down to the front desk and give them the hanger so I wasn’t charged for it. The hotel was disappointing.

Siddarth is the best manager. He provide excellent services and help us with very efficient way. His communication deserve five star

STAFF PLEASANT LOOKING FORWARD WHN CONSTRUCTION COMPLETE , GREAT LOCATION