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Business Profile

Hotels

Sandman Hotel Group

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

This profile includes complaints for Sandman Hotel Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Sandman Hotel Group has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Sandman Hotel Group

      310 1755 W Broadway Vancouver, BC V6J 4S5

    • Sandman Hotel Group

      1944 columbia ave Castlegar, BC V1N 2

    • Sandman Hotel Group

      32720 Simon Ave Abbotsford, BC V2T 0B8

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:21/09/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The Sandman Hotel Abbotsford took a security deposit in GBP off my UK card as well as the room cost for the night. A month later this had not been returned although for some strange reason they claimed to have returned $100 which not only is the incorrect amount none of the chains I know of take only $100 as security. I have written them more than once with a screen shot of proof that shows the hotel charge and the security deposit charge on my UK card. Whoever responded is oblivious to the fact that it shows on my UK card in GBP and has made a story to fit their narrative. They suggested I contact my bank and have provided no proof at all that they have processed the reversal of funds . The exchange rate at 1.70 should be a reversal of $232.23 which is closer to the usual deposit amount taken by other Sandman hotels at this time. I will use the amount because if I put the amount in GBP they will likely refund in dollars… I expect a full refund however they calculate the exchange rate.

    • Initial Complaint

      Date:04/08/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The transaction to refund my credit card didnt work. They blame the third party company who processes the credit card transactions. It has been 4 months now and they still havent refunded my 129 dollar deposit. The managers do not return emails or voicemails. I feel helpless and don't know to get my money back.

      Business Response

      Date: 23/08/2023

      We would like to extend our apologies for any inconvenience you may have experienced.

      Your feedback is very important to us, and upon receiving your complaint, we immediately initiated an investigation into the matter.

      We are pleased to inform you that we have successfully resolved the issue, and the refund was processed on August 21, 2023.

      Additionally, we were able to establish direct communication with you to address any additional concerns or questions you may have had. Your satisfaction is our top priority, and we are committed to enhancing our services to provide a seamless experience for all our valued guests.

      Sincerely, 

      Sandman Hotel Group

    Sandman Hotel Group is NOT a BBB Accredited Business.

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