ComplaintsforGrand Hotel

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I have tried contacting you via phone and through my credit card company. My lawyer wanted me to try to email one last time before we pursue legal action and contact the health department. The hotel room was absolutely disgusting. After seeing our room and how dirty it was (stains on carpet, dirty bed skirt, comforter, walls, bathroom, ants all over our balcony, everything) we asked to switch rooms or pay to upgrade. They said they were fully booked and would send someone up to clean again - no one came. Complained 3 times. Still, no one came and cleaned. It was completely unsanitary, and the hotel would not do anything about it. I have photos to provide for documentation, if need be. My contract is no longer a binding contract when safety and cleaning protocols were not followed and broken. Furthermore, the photos you provide on your site are not an accurate representation of this hotel either. If you are not willing to refund and solve this matter accordingly, we will have to take action. We paid $1629.04 for 4 nights, which is astronomical for a place that is dirtier than a Motel6.

  Business response

  10/27/2022

  Business Response /* (1000, 6, 2022/09/26) */ Good afternoon, Upon reading the complaint and doing an investigation I have a understanding. First the guest made their reservation through Expedia, Expedia from experience has not been one to provide solid up to date information on their website about properties they try to represent and sell. To the guests point we have new furniture in our guest rooms with additional amenities to come shortly, we have supplied Expedia back in June with updated photos yet to date they have failed us. Next the guest claims she has paid $1629.04 for 4 nights which is incorrect, with her invoice in front of me I see they paid $1188.96 which they prepaid to Expedia before arriving. I have tried to upload photos of the room guest stayed in however system is not allowing me to upload, happy to share if required. With that said the guest room carpet and walls are clean, in fact our records reflect that the guest room carpet was cleaned on Tuesday August 9th, 2022, two days before the guest was to arrive. My front desk team keeps a daily guest satisfaction log and during the 4 days stay there is nothing logged onto the form regarding the guests concerns, also there are zero notes in the guests' reservations regarding issues. The four photos attached by the guest are very unfortunate and we do apologize however for the record 2 photos were taken showing a wall and a leafy carpet, that photo was taken in one of the 12 floors of hallways, the other two photos are really concerning to me reflecting a stain on the top sheet and something on the skirting of the bed. Mistakes can happen and I have a staff here up until midnight every day to make sure the guest has a great stay to the best of our ability. With all of this said the guest claims they complained 3 times, and no one came, that is very odd considering all of the protocols we have in place to correct a concern that a guest may have. My findings do not reflect that my team had an opportunity to correct the guests' issues. My team tries their very best to assist and please every guest, every time. I do not usually perform adjustments especially after the guest had checked out 41 days ago however with all of this said as a good faith gesture, I am willing to offer a refund of $588.88 which is half off the amount the guest paid Expedia. We are very sorry that we did not meet the guests' expectations. Thank you for your time. Yours Truly, General Manager. Consumer Response /* (3000, 8, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Thank you so much for your response. I do claim I paid $1629.04, because I did. I will upload a photo of my receipt with this. I am not sure that you have the correct documentation or where the miscommunication is. Perhaps something in your system is not allowing you to see our correct reservation or complaints. My husband and I both complained multiple times, so I am not sure why that was not documented, nor would that be our fault. I 100% understand that mistakes happen, and everyone has a hard time finding effective, trustworthy staff anymore, which is why I tried to solve this issue before I came to BBB. Our room walls and carpet were 100% dirty, I will not argue about that. Every time we contacted your staff there was an eyeroll and an attitude, like we were inconveniencing them. Again, I understand that it is hard finding dedicated staff anymore. I will accept the correct refund of half, which is not $588.88, but $814.52. Please advise. Thank you. Business Response /* (4000, 10, 2022/09/28) */ The guest is correct regarding the amount as I called Expedia, the difference we have versus the guest was all regarding the State and local taxes as Expedia now pays them per new State codes. I appreciate your time and again apologize for the inconvenience; we will reach out to Expedia because you paid Expedia in advance so we will notify them of the refund for $814.52. Please allow 5 to 7 business days for the refund to enter your account. Thank you

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