Our family had been staying at Grandview for many years. We have enjoyed the rooms, pool, and location in the past. However the quality of the customer service and the basic maintenance and cleanliness of the property has declined to such a low, that we will no longer choose Grandview as our place to stay when we visit Las Vegas.
During our stay in September 2011 there were several issues with our rooms. Light bulbs out, missing sink parts, etc. that we had to get taken care of when we checked in. Then during the stay there was some kind of fire on our floor which triggered the sprinklers and flooded the hall. We were not informed that there was a fire, evacuated, or anything. Then when we asked about the flooding, carpet pulled up, huge loud fans, etc. we were told the fire department had sprayed it down and caused the damage (which the manager denied later, saying it was only the sprinklers). The whole floor began to stink terrible on top of the noise. We were never given the option to move to another floor or building. When we brought this all to the attention of the Front Desk Manager, he apologized and said that the next time we come he will make sure we have a “VIP room” where he would personally make sure everything in the room is perfect and he insisted that an apology gift of a fruit basket (or similar) would await us. When I made my reservation for our next trip in November 2012 I called him and he told me that he couldn’t write down the VIP thing right then and I would have to call when it got closer to the check in date to remind him. Quite a lot of work for me, to get the apology executed. I did as he asked and he said everything would be ready when we came, however, when we got to the rooms there were things missing and dirty and there was no basket. So the “VIP” experience did not happen at all. It was just as bad a before and no efforts were made to make it better for us. When we spoke to the same manager about the issues and the basket he sent someone to fix things (which took a long time out of our vacation) and then said they had “run out” of baskets so we were just going to have to do without. Really? At this point we were ready to say never mind, let’s go somewhere else and never return, but being nice and reasonable people we wanted to give them another chance to make things right.
Our last trip was May 2013. We were expecting at this point that at least two things in the room would be broken, missing, or dirty, but what we encountered was beyond our worst nightmares. Not only was the room filthy with fingerprints, stains, black mold, etc., but all the furniture was banged up, holes in the walls, paint on lamp shades, etc. like there had been no basic maintenance for years. When we went to cook dinner the usual mini salt/pepper was missing and when we called the front desk to have them send one up, they said they don't provide that anymore. So we had to stop cooking and run to the store to buy a large shaker of each, which we had to leave behind since we were flying home. The first night the shower was clogged and it was backing up into the sinks (disgusting). We had to have someone come clean out the drain, and then housekeeping had to come clean up the mess they made in the bathroom. A few days later the toilet would not flush correctly and we had to have another person come fix that. We washed our clothes in the washer machine in the unit prior to flying home and once we got home found there were these greasy looking spots all over everything, front and back. We tried removing the spots and some of the clothes have been ruined. To top it all off there was a dead roach in our room that wasn’t there when we checked in.
On top of the issues with the room, we were lied to and accosted by the sales team. At check in we were told that you wanted people who had not seen the new building to view the new rooms and give feedback in a short verbal survey about what we liked or did not like about the rooms. For doing the survey we would get a coupon for a free lunch buffet and a gift card for the Cosmopolitan. We asked if this was a timeshare thing and were told absolutely not, it was just a short, no time commitment survey. We were interested in seeing the new rooms, especially since we had been having such issues with the current rooms, so we agreed. They took $20 cash to hold our spot, which we thought was weird for a survey. The day of the tour the salesman who picked us up walked us over to the South Point and literally watched us eat our buffet. That was the most unprofessional and creepy thing ever. I guess the goal was to get us to hurry up so we did not enjoy our meal. After that we went over to the Iris building that we were staying in and looked at a model room, not a real room from the new building. These are the same model rooms we have viewed for years from the outside when at the pool, so this obviously was nothing “new”. After that we were taken to the sales office and he started in on the “presentation”. We informed him immediately that this is not what we were here for and we are not interested in a timeshare pitch and we really needed to go because we had made plans, since this was supposed to be a short survey. He apologized, but kept talking. We said it again and he kept talking; we said it again, and he finally went to get a supervisor. The supervisor apologized and told me to write down that we were lied to so they could give it to the manager there, but continued with the sales pitch. We finally told them to stop and we were leaving, enough was enough. We were then late to meeting our family. Instead of getting us out right away, they sent us to a second lady who tried to sell us again. We got real upset and told her to get us out of there now, we needed our $20 back immediately, so we could leave. She sent us out a door to sit and wait while she put our slip under a huge pile of others’ that were already waiting. So again they were stalling to get us out. We were about to start screaming at someone to get the point across, when I got someone’s attention and insisted they give us our money back now. It was a horrible experience; they lied and held us hostage.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.