frequently asked questions

FAQ

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How do I view, change or modify my reservation?

The best way to modify your reservation is to call directly at (1-604-688-2474) or toll-free (1-800-786-1997).

If you booked via a 3rd party website, you’ll need to contact them directly to make changes.

If you know you booked through our website and know your online booking number, you can use this link.

When is check-in/check-out time?

Check-in time is 4 PM., check-out is 11 AM.

Our check-in time is guaranteed ready by 4 pm, and we give our first priority for early arrivals and all special requests first to reservations that are booked directly with the hotel by phone or our website.

If your room is not quite ready, we can hold your luggage until the room is ready. If you have a vehicle, and you may park your vehicle if needed.

All 3rd party site reservations are accommodated directly on a first-come-first-serve basis.

Do you allow smoking on property? In the rooms? Or on the balconies?

The hotel does not permit smoking anywhere within or near the property. This includes your private balcony. Our downtown Vancouver hotel is completely non-smoking. A minimum of $300 cleaning fee + (room rental for days that cannot be rented) + any compensation given to other guests affected by this action is applied to suites that have been smoked in.

Please ensure that no smoking of anything including vapes takes place in, near, or around your suite. We do offer a designated smoking area outside of the hotel.

Do you offer high-speed wired and/or wireless (Wi-Fi) internet access?

Complimentary wired and wireless (Wi-Fi) is available in each suite as well as the hotel’s lobby. Our internet is powered by Shaw Business.

Does the hotel have a fitness center? What kind of equipment does it have? What are the hours?

Our 24-hour fitness center located off our lobby. This must be booked for use at the front desk. This small facility includes an elliptical machine, treadmill, stationary bike, a yoga ball, and some free weights.

Does the hotel have a business center?

The front desk has a laptop computer that can be used in the lobby to print boarding passes or to check emails.

Copy and fax services are also provided at the front desk. There may be a charge associated with copy and fax services.

Will my suite have a kitchen? Is the kitchen stocked with plates, cutlery, pots and pans in the room?

All suites have a full kitchen, with a full-size fridge, 4 top stovetop elements and oven, microwave, sink, and equipped with items you might need, such as plates, bowls, cutlery, and dish soap. If you need an item that is not in your kitchen, please ask the front desk as we may have in our housekeeping office and we will be happy to assist.

Do you have onsite parking? How much is parking? Is parking included in my room rate?

Gated parking for one car while staying at the hotel is included with any hotel reservation – a rarity in Vancouver.

We have below ground gated parking that has a limit on the length and height of the vehicle. We have above gated parking that is wide open with no height restrictions, but parking is tight and larger vehicles may have trouble getting into spots. We have parking in our back alley outside the gates that are wide open and no restrictions but outside gate so not as secure, which is where we usually put large vehicles if they cannot fit into upper gated parking.

More than one car parking limited. Each day, a guest would need to inquire about availability on the day that is needed.

Large vehicles such as trucks, or vans cannot be guaranteed parking as limited space inside the gated area, and first come first serve on the outside of gate parking spots

What do you charge for parking if I have more than one vehicle?

Additional cars (in excess of one per room) are charged $30.00-$50.00 + GST a night, per extra vehicle (subject to availability).

Do you have a pool?

We don’t have a pool on-site. There is an excellent pool at the Vancouver Aquatic Center (a short 3 block walk) is that can be used for a drop-in fee.

Do you have a spa? What are the hours?

We do not have a spa at the hotel but will be happy to make arrangements for you at the spas nearby. Please contact the concierge for assistance with spa services.

Do you offer a money exchange?

The front desk can exchange U.S. currency to Canadian Dollars, at the hotel’s posted rate. Canadian money can also be changed into smaller denominations or coins as needed.

Does the hotel allow pets?

No pets are permitted inside the building. We do apologize for any inconvenience.

Do you offer child care services?

We use Nannies on Call. Call them directly at (604) 734-1776.

I want flowers, chocolates, champagne, or gifts sent to the room. How can I arrange this?

We will be happy to assist. Either of the below vendors will deliver favors to the hotel. From there, the hotel staff will place in the room for the guest.

Davie Flower Shop
Marquis Wine Cellars

Please contact the concierge to arrange the details.

What television channels or options are available in rooms?

A full package of HDTV channels and music channels are available via Shaw.

How do I get to your Downtown Vancouver Hotel?

Please see our Maps & Directions page. We have provided directions to our hotel in downtown Vancouver for your convenience.

How close are you to the Airport? Do you offer a shuttle service?

We do not offer a complimentary shuttle service to or from the airport.

Ways to get to/from Vancouver International Airport (YVR):

Public Transit – Canada Line (Vancouver’s new subway line) from the airport to Yaletown Station (27minutes), then transfer to the C23 bus (25 minutes) and walk one block to the hotel – the cost is $8.75 per person from the airport and $3.75 per person to the airport

Taxi– door to door (30min) will cost approximately $35 flat for (1-4 people. A maximum of four passengers is allowed in taxis.

Uber/Lyft – door to door (30min) will cost approximately $30-$35 (1 to 6 people)

Limo– door to door (30min). The cost is approximately $45-$120 plus tax, (1-8 people from www.aerocar.ca)

How close are you to the Cruise Ship Terminal? Do you offer a shuttle service?

We are approximately 2.5 kilometers from the Canada Place Cruise Ship Terminal.

We do not offer a shuttle service. However, we can provide the expected costs and times.

Taxi – 15 minutes with an approximate cost of $12-17 (1-4 people)
Uber or Lyft – 15 minutes with an approximate cost of $12-20 (1-6 people)
Limo – 15 minutes with an approximate cost of $45-80 (1-8 people from www.aerocar.ca)

How close are you to the Bus or Train Terminal? Do you offer a shuttle service?

We are approximately 4 km (15 minutes) from the train terminal. (Pacific Central Station – Amtrak & Via Rail Train)

We do not offer a shuttle service. However, we can provide some travel information.

Public Transit – C23 bus in front of Station to Davie and Pacific Street, transfer to #6 Davie in front of Canada Line Station, and go to Thurlow Street stop (in front of Shoppers Drug Mart), then walk 1 block south on Thurlow St to Burnaby Street, turn right, and Sunset Inn & Suites is 2nd building on the right
Taxi – 15 minutes with an approximate cost of $12-17 (4 people)
Uber or Lyft: 15 minutes with an approximate cost of $12-20 (4-6 people)
Limo – 15 minutes with an approximate cost of $45-80 (1-8 people from www.aerocar.ca)

How close are you to the Float Plane Terminal? Do you offer a shuttle service?

We are approximately 2.5 kilometers from the Vancouver Harbour Flight Centre Seaplane Terminal which is right part of Canada Place and beside Cruise Terminal.

Taxi – 15 minutes with an approximate cost of $12-17 (1-4 people)
Uber or Lyft – 15 minutes with an approximate cost of $12-20 (1-6 people)
Limo – 15 minutes with an approximate cost of $45-80 (1-8 people from www.aerocar.ca)

What are your cross streets?

We are located on Burnaby Street, with the cross street being Thurlow Street. Sunset Inn & Suites is one block South of Davie Street and one block West of Burrard Street.

How close are you to the downtown core?

We are in downtown Vancouver, one block from shops and restaurants on Davie Street and a ten-minute walk to Vancouver’s renowned Robson Street shopping district.

The Downtown Core is actually very small. You can walk from one side of the area to the other in about 30-45 minutes maximum. It would take just 30 minutes to walk through Downtown Vancouver to the other side from the hotel where cruise ships are.

It is also just a 5-minute walk the other way to the beaches.

Can we drive, walk, bus, or bike to Stanley Park?

Yes, you can walk, or bus (#19) to inside the Park or #6 to Stanley Park’s entrance. Bike rentals are also available on Davie Street.

Stanley Park is actually bigger than Downtown Vancouver, with a roadway around the park. Some of the best views are by walking or biking around the seawall promenade. The front desk can help you with where to rent a bike if needed, or you can walk down the hill to our waterfront and turn right and keep walking to get into the park. As there are many areas to see in the park, each area has a different direction to get into the Park. Public transit does not go all around the park as drop off is close to the Vancouver Aquarium in the middle of the park. Public transit would be done by taking 2 buses/ #6 and changes to #5 to the corner of Denman St and Robson Street and then you can walk into Stanley Park’s entrance or catch the #19 on Georgia Street that will take you to Bus Loop by Aquarium. Bike rentals are also available on Davie Street.

How far is public transit from the hotel?

The bus stop is on the next block on Davie Street. We are also close to both Skytrain and the Canada Line subway system.

Is your neighborhood safe?

It is considered very safe. People are out 24 hours a day, with many neighborhood restaurants, grocery stores and even a large drug store (pharmacy) open 24 hours. We tell our guests that we never feel unsafe walking in this neighborhood at any hour of the day or night.

Is your hotel quiet?

Relatively quiet, as we are off the main street — though there is still some noise occasionally in the back alley. Our higher floor executive rooms are generally quieter. Executive suites also have brand new windows that work particularly well on sound-dampening.

What amenities, attractions or landmarks are around the hotel?

Please see our Top 10 Attractions page.

Do your rooms allow rollaway/cribs/playpens/strollers or car seats? Is there a charge?

Rollaway beds are available (Max: 1) in all one-bedroom suites and large one-bedroom suites at a cost of $10.00+ tax per night plus taxes. The total occupancy of the room must still stay within the associated maximum occupancy at all times.

We offer Graco® traditional Pack ’n Play® playards as our cribs/playpens. These are available at no charge. If you need to rent a stroller or car seat during your stay, we suggest Wee Travel Baby Equipment Rentals.

I booked on a website other than the hotel website and I need to make a change to my reservation. How do I do this?

Please contact the website where you made your reservation.

What is the minimum age requirement to check in to a room at Sunset Inn & Suites?

Guests must be 19 or older to book or check-in and have a valid credit card.

What is your cancellation/deposit policy?

If a reservation for 29 nights or under is canceled or changed within 48 hours (two days) of your scheduled arrival date, you will be charged for one night’s stay (plus applicable taxes). There is no charge if you cancel your reservation more than two days (48 hours) in advance of your scheduled arrival date if your reservation was for a stay of under 29 nights.

The exception to this is if booking pre-paid limited refundable rate, the seven days prior cancellation policy is in effect.

If a reservation of 30 or more nights is canceled or changed within fourteen days of your scheduled arrival date, you will be charged for a 7-night stay (plus applicable taxes). There is no charge if you cancel your reservation more than fourteen days in advance of your scheduled arrival date if your reservation was for a stay of 29 nights or more.

Do you have an early departure fee, for guests who check out before their scheduled departure date?

Our early departure fee is the same as our cancellation policy (see above).

Is my ID/passport required at check-in? Is a credit card required to check-in?

Yes, we do require a government-issued photo ID at the time of check-in for all reservations, along with a valid major credit card.

See what is accepted as payment below.

What type of payment is required at check-in?

Valid credit card required at check-in. We accept Visa, Mastercard, American Express, Diners, or Discover Card along with picture ID

Prepaid credit cards, debit cards, or cash cannot be used to cover the incidental charges hold.

Prepaid, debit or cash can be used to pay the room charges, however a valid credit card is needed to do incidental hold needed for incidental charges

Can you use pre-paid credit cards, debit cards or cash to check in?

Valid credit Card and Picture ID required at check-in. Pre-paid credit cards, debit cards or cash cannot be used to cover the incidental charges hold.

Do you offer 3rd party billing?

Contact the hotel at info@sunsetinn.com to get the form to be filled out in full and sent back for approval.

The hotel will not accept all charges including incidental charges forms within 30 days of arrival.

Room and tax only forms accepted up to the same day with incidental valid credit card given by guest checking in.

What age of children stay free?

Children ages 12 and under stay for free when accompanying an adult and using the existing beds in the suite –i.e. not requiring rollaway or other arrangements.

Do you have connecting rooms?

Our suites do not have any inner adjoining doors. We have five suites on each floor – one Studio Suite, three One Bedroom Suites and One Large One Bedroom Suite. We will endeavor to accommodate requests by guests who wish to occupy suites on the same floor but cannot guarantee this will be arranged.

Can you accommodate long-term stays?

The suites in our downtown Vancouver hotel are ideal for long term stays as the hotel was originally built as an apartment building. We offer daily, weekly, and even monthly rates year-round, subject to availability. Please see our Extended Stays page for more information.

Can we have a room on a high floor and/or a specific view?

We do not guarantee specific rooms or views; however, we do try our best to accommodate requests, subject to availability. And bookings booked direct are given first chances for high floors and view requests. For better views or rooms on a higher floor, please reserve an executive suite. And the Executive Large One Bedroom Suites are our only suites that offer both views of the water as well as quiet “residential street-facing windows” in both the bedroom and living room.

Do you offer special group rates?

As we are a small 50 all-suite hotel with many different room types, we are limited on what we can offer for group rates. Please see our Groups page.

What are the hours of the restaurant/bar/lounge?

We do not have a restaurant or lounge on-site. There is a large selection of excellent restaurants, bars and coffee shops around the block (many of which offer late hours). Please check with the front desk for our recommendations or our Vancouver dining page.

Do you offer room service? What are the hours?

We do not have a restaurant, bar or lounge on-site. There are many restaurants in our neighborhood that offer take out or delivery service.

Is breakfast included with my room?

We have two complimentary breakfast options for each guest. You can see the full details of our Bag 2Go Continental Breakfast and American Style Breakfast on our Free Breakfast page.

I have questions about my bill. Who do I call?

Our front desk staff will be happy to assist with all billing questions. Please call us at toll-free at 1-800-786-1997 or directly at 604-688-2474. We can also be reached via email at reservations@sunsetinn.com.

What are the prices in my currency?

All charges on our site are in Canadian dollars. When making a reservation, you can change Canadian currency to other choices on our online booking engine.

Please note that exchange rates may fluctuate and the amount you pay will be based on the exchange rate at time you check out of the hotel.

Can you suggest a sightseeing tour? Will they pick up from the hotel?

Many companies will pick up directly at the hotel and others pick up close by. Please contact the concierge for assistance with these services.

How far away is the nearest beach or seawall promenade?

Three blocks south of the hotel entrance is Sunset Beach (our namesake) and promenade. If you need a beach towel, just ask the front desk. We will provide you one.

Just another short walk away is the world-famous English Bay. It is just west of Sunset Beach.

What is the neighborhood around the hotel like?

The West End is a very safe and vibrant neighborhood. People are out 24 hours a day, with many neighborhood restaurants, grocery stores and even a large drug store (pharmacy) open 24 hours. We tell our guests that we never feel unsafe walking in this neighborhood at any hour of the day or night.