La Grande Residence at The Sutton Place Hotel

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3/5Google· 4 months ago

We stayed in a Two-Bedroom Sutton Suite as a family of five and overall had a pleasant experience — the suite was clean, spacious, and comfortable for our group. The kitchen was well stocked for our needs, making it easy to handle breakfasts and snacks throughout the day, and housekeeping was attentive, keeping things tidy and even managing the dishes in the sink. It's a nice property and one we'd consider returning to. That said, there were a couple of areas where the experience didn't quite match the hotel's premium positioning. The suite showed the typical wear of a well-traveled property — scuffed wall paint, some damage to the door trim, and a tub that had clearly seen better days. This kind of wear is understandable in a family-friendly hotel, but it felt a little at odds with the upscale image Sutton Place projects. A focused refresh of the suites would go a long way. The bigger disappointment for us was the pool area. With only 4 or 5 loungers available, seating was extremely limited — and on every visit, nearly all of them were occupied or reserved with towels and personal items, even when the pool itself was nearly empty. The result was an unwelcoming atmosphere; walking in as a family, we consistently felt like we were intruding on a private space rather than enjoying a shared amenity. For a hotel at this price point, the pool experience fell noticeably short of expectations. Overall, a comfortable stay with genuinely attentive housekeeping — but some investment in the suites and the pool area would make this property much easier to recommend without reservation.

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loganpA2643KE

5/5Tripadvisor· a month ago

We pulled up to the hotel around 2 PM on a sunny afternoon with the kids and four massive suitcases, and getting up to the suite was so fast. What blew me away was just how much actual living space we had in the residence unit. The living room had this huge comfortable sofa where the kids immediately crashed to watch cartoons while my wife and I sat by the tall windows with hot coffee looking out over the city street below. It felt like an actual apartment rather than a cramped hotel room, and there was plenty of floor space to leave all our luggage wide open without tripping over anything. The location was conveinent for walking straight down toward the port the next morning, making the start to our cruise trip an extremely perfect experience. Front desk folks were super friendly and gave us directions for dinner down Robson Street.

TM

Trip.com Member

4.7/5Trip.com· 4 months ago

Great location, and the gym is pretty good. We enjoyed our stay.

A

AscendedMaster11:11

1/5Google· Edited 2 months ago

After living in over 500+ hotels over the past several years, I can honestly say this hotel deserves 0 stars. The rooms are filthy and rundown (with verandas covered in bird feces), the service is lackluster (especially with manager Susan at the helm), and even the jacuzzi doesn't work. A 5-star experience? Not even close. At $575USD per night, I was hoping for a receipt at the end, but even that was too much trouble. (Eye roll.) I had a much, much better time at both The Wedgewood and The Fairmont Hotel for a LOWER price. Buyer beware!

ND

Natasha D

3/5Google· 7 months ago

The staff was very polite and friendly, the lobby was clean and nice. The suite we stayed in was lacking in cleanliness for sure. There was children’s dirty hand prints on the mirror the baseboards were gross and the wall paper was peeling off the wall. For the price of this hotel you would think the rooms would be cleaner. The walking distance to anywhere downtown was great.

AA

Alexandrina Arsanova

2/5Google· 5 months ago

Terrible experience. We booked a suite, which was not cheap, but the air conditioning was so loud that every 10 minutes the walls would literally start shaking. It was impossible not only to sleep, but even to simply stay in the room. We ended up having to leave because of the unbearable noise.

SM

S Meyer

5/5Google· 3 months ago

I mistakenly made our reservation on a 3rd party web site named HotelsOne. After taking our money immediately, HotelsOne then changed our reservation from 2 rooms to 1 room. The front staff at La Grande Residence stayed calm and helpful as I panicked. They put us in a unit that appeared to have been out of circulation for a few weeks but at least we had a place to stay and we had a fantastic time. Thank you!

CB

Christina Burgess

1/5Google· Edited 6 months ago

I had booked a room at the hotel to celebrate my daughter’s birthday. Unfortunately, I was laid off just prior to us leaving and had to cancel our trip. When I cancelled the trip the cancellation policy said that I could cancel no charge up until the day of our check in. I then received an invoice for over $500, where the hotel stated that it is their policy to charge one day stay. When I inquired further and requested that the charges be explained to me (I did not receive a breakdown of how the charges were calculated), I was ignored and no response was received. Not only was it devastating to loose my job and have to cancel a trip my daughter was looking forward to, but then hit with a charge that could be waived by the hotel, left me in tears. I’m sure the hotel itself is lovely however the customer service is non-existent and heartless. April 23, 2026 - Thank you for the response to my review. I can assure you that no one has contacted me. I have no missed calls and no voice mail messages from anyone at your hotel. I feel that this response is a standard "we tried, you didn't pick up" for the public eye. I did speak to my credit card company and they were more than helpful. They will be disputing this on my behalf and have already reversed the charged. They were wonderful and this was all within a 15 min phone call. I wish that I had made the call to them first instead of wasting over a week trying to deal with you.