ComplaintsforThe Chateau Grande Hotel
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Complaint Details
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Initial Complaint
09/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My husband and I stayed at the Chateau Grande Hotel from Thursday, September 21 thru Sunday, September 24.On Thursday, we reported to the front desk that the ** in our room did not work. Nothing was done.On Friday, we reported to the front desk that our ** was still not working. Nothing was done.On Saturday, we reported the ** was not working to a gentleman standing by the front door, and he finally had someone come fix it. Upon checkout on Sunday, we advised Cashier No. 45 that our ** did not work for 2 out of the 3 nights, and we would appreciate a credit.The employee gave us a $29.95 credit!We said thats it?He said in a condescending tone thats all ** is worth.Wow. Speechless. Not just about how low the credit was but also there is really no excuse to being rude to a paying customer. It is frustrating the ********************** did not offer to swiftly fix the **, replace it, or move us to another room with a working **. It rained during our entire stay so the ** was pretty important to us.We tried contacting the hotel's General Manager, and advised he no longer works there. We tried finding the e-mail and contact number for someone of authority but could not find anyone.Hopefully someone from The Chateau Grande Hotel will show they care about customer service, their reputation, and about making things right for us via a billing adjustment.Initial Complaint
12/24/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
My wife and I decided on the Chateau Grand for our wedding on relatively short notice. Our coordinator was ****, whom was very helpful and accommodating, but that's where it ended. On the coldest day in years, there was no one at the door to take our coats. The venue space that we paid for in full was not prepared prior to our arrival. Not only that it was poorly insulated and the fireplace was clearly not at its hottest, despite the team having ample notice and time to prepare the space for our arrival. We paid for champagne, open bar, Hors d'oeuvre, and their 'best' menu items. We were instead given scant portions and had very poor guest coverage. The staff trickled in with food and refreshments, despite the place being empty outside of our guests. As the Chateau Grand was unable to adequately warm the room that we paid for to a comfortable temperature we had to be moved to one of the other spaces. This transition took their staff in the upwards of an hour, while our guests congregated in the lobby. We eventually were walked to the dinner space with our guests and were then seated. We made the most of our night, with no thanks to the staff at Chateau Grand. To make matters worse, one of their staff members whom we had no dealings with decided it was appropriate to interrupt our wedding reception to tell us that we had to be out in 15 minutes, despite just being served our dinner mere minutes ago. At that point we were not served dessert. Overall we were not treated like paying customers, instead key members of the staff behaved as if it was a charity operation or some outreach event.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.