What to expect
- Sleep Quality
Last 5 reviews
Great room, great service! It was nice that Mantles was open, we really enjoy the food and it's nice to eat in the hotel. It's nice to be right in the middle of the village as it makes shopping and resort access super easy.
Family and friends bike trip
Great hotel. Great location, close to the lift and all amenities. The valet bike storage is excellent. Pool well kept and the kids had a blast. Would be nice if the hot tubs were open for the adults. Great value
Scalding coffee in lap from breaking paper cup
When the bottom of the tiny paper cup broke, hot coffee on certain body parts definitely knocked the romance out of our anniversary. Luckily I had given my husband the thicker of the mis-matched robes, so he was not seriously burned. It is negligent of this hotel to offer only two flimsy cups with one of their highest category one bedroom suites. We've stayed in this suite several times over the years when it offered 2 coffee cups, 2 wine glasses and 2 water glasses. If Covid is the excuse to switch to paper cups, at least offer the same total number (6) to use!! And WHY not offer decent quality paper cups? Or stick with glass and have the on-site restaurant wash them with the rest of their dishes?! I see I'm not the first person to bring this issue up, so I assume the Grand doesn't plan to solve the problem. Without this experience I might not have mentioned that the three hand towels hung on the rack were all different and well worn, two different robes hung in the closet and one had a belt from a different robe entirely. The balcony was dirty and the extra blanket smelled like it hadn't been laundered in a very long time. The linen assortment didn't affect its function and in a less expensive hotel or rental it wouldn't matter at all. Oddly enough, though, I did stay at a condo across the street this summer (during Covid) and it was fully stocked with sanitized glassware and top quality towels. The girl at the front desk did say she was sorry, but it was hardly her fault so we didn't make a scene.
A nice getaway!
Stayed 3 nights at the Grand for our 21st wedding anniversary and made the best of the current covid situation. The room was clean and comfortable but you would think that when a guest is booked for 3 nights you would stock the room with 3 nights worth of supplies. 2 paper cups won't cut it. After a quick call to housekeeping more cups and coffee were delivered promptly. They are doing a good job of maintaining this property but she's definitely showing her age. A new toilet does not count as a renovation when the rest of the bathroom needs to be gutted. Get it together people and we'll be back.
Where is the customer service?
Honestly, its hard to even decide what to write about this hotel. We have stayed here for 1 night, during my booking I asked for a nice view from the room ---- while I understand requests are subject to availability etc. judging that the whole town village including our hotel was resembling ghost town, I dont really understand how we ended up with a car park view at the very end of a corridor. It was like they wanted to allocate us to the very end and make us walk all the way to the room. Check in policy is 4pm - again, we had to wait until exactly 4pm to receive our keys because the room was dirty - I promise you the hotel wasn't even 50% occupied. Check in was a little disappointing, while I waited at the pool my husband went to check us in, he then returned to me and said he was unable to do so because the receptionist said the room wasnt under his name or something of this sort and he couldnt receive the keys even though we have pre paid for the room in full prior to our arrival. It was also implied that the receptionist (dont know who exactly) looked down on him during this conversation and he left feeling very uncomfortable. Room itself was lovely, very big bed and comfortable. Great bathroom amenities. One of our towels was ripped, not something I'd like to see in a 5 star hotel. Outdoor pool area was lovely, and kept very clean. Hot tubs currently closed, due to the virus - however i feel given the number of customer staying - a sign allowing one family per tub would more than suffice at this stage. Overall, i probably wouldnt rush back to stay here again, i've been a hotelier for over 15 years and as a management team, I always tried to make the customers stay as nice as possible. I felt like we were given "exactly what we booked" which is generally fine, but the lack of decent customer service really brought this stay down.
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