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“Terrible service and non-responsive management” 2 of 5 stars
Review of Hotel Granduca

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Hotel Granduca
5.0 of 5 Hotel   |   1080 Uptown Park Boulevard, Houston, TX 77056 (Great Uptown)   |  
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Ranked #46 of 468 Hotels in Houston
Certificate of Excellence 2014
Washington DC, District of Columbia
1 review
3 helpful votes 3 helpful votes
“Terrible service and non-responsive management”
2 of 5 stars Reviewed April 29, 2014

The hotel has a nice pool and the rooms are decent but all of this was overshadowed by terrible service throughout our stay recently. We waited for more than an hour at the pool for a server and had to track one down who seemed annoyed that we wanted to order something. Delivery of the food was slow and follow-up non existent. The next morning our breakfast experience was horrible. Rude staff followed by extremely slow service and then in correct orders. We also were stranded at the mall for ninety minutes and repeatedly told the shuttle was five minutes away. We ended up taking a cab. We requested a newspaper that never arrived and the housekeeping staff came to clean our room at 430 pm when we were trying to get ready for dinner. Each time we tried to address our concerns with a manager we were told one would call because they were never on duty but that never happened. Instead we received a passive email after we returned home. I have to hope a city like Houston has much better options than this hotel

  • Stayed April 2014, traveled with friends
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anna W, Front Office Manager at Hotel Granduca, responded to this review, May 2, 2014
Dear Guest

Thank you for staying with us at Granduca.
Kindly accept my sincere apologies for the mishaps and lapse in service during your stay. We value all of our guests and do our best to make every experience with us as enjoyable as possible and we are terribly sorry we fell short.

I can assure you that what happened in your case is not typical of Hotel Granduca’s level of guest service. We are committed to providing you and all of our guests with the highest standards of service in the industry.

We sincerely hope you will consider staying with us again. We would appreciate the opportunity to exceed your expectations.
We look forward to your return.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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323 reviews from our community

Traveler rating
    222
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See reviews for
47
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (81)
Date | Rating
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  • German first
  • Italian first
  • Japanese first
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English first
Houston, Texas
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed April 28, 2014

Great property. Very quaint and intimate. The service was outstanding, but not stuffy. The staff went out of their way to make sure all of the little things were taken care of during the stay. Complimentary transportation to and from a local restaurant. Perfect flower arrangement I pre-ordered for my wife. Complimentary upgrade. Normally, we would stay at the St. Regis, but we didn't have a great experience on our last stay so we decided to try something different. We will definitely be back

  • Stayed April 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anna W, Front Office Manager at Hotel Granduca, responded to this review, May 22, 2014
Dear Guest

Thank you for sharing your wonderful experience with us. We are so excited you enjoyed all that Granduca has to offer and more... It is truly a very special place in the heart of our great city. We all look forward to seeing you again when your travels take you back to Houston.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
glasgow
Senior Contributor
46 reviews 46 reviews
33 hotel reviews
Reviews in 22 cities Reviews in 22 cities
18 helpful votes 18 helpful votes
5 of 5 stars Reviewed April 28, 2014

I am staying in Houston through my husbands business we decided to take a trip to area called uptown where the hotel is on arrival had pleasant check in we had booked executive suite we were not disappointed the suite was huge with separate bedroom and kitchen which is fully equipped.
This is a lovely 5 star hotel which means food and drink is pricey breakfast will set you back 60$ sides of fruit 8$ across from hotel small mall and some good eateries there is courtesy bus that will take you to Galleria which is huge and shoppers paradise only fault I could give was our room faced front and traffic from freeway was loud all night but would not put me off returning sheer luxury 10/10 will be back.

Room Tip: Don't stay at front as for back for noise reduction
See more room tips
  • Stayed April 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anna W, Front Office Manager at Hotel Granduca, responded to this review, May 22, 2014
Dear Guest

Thank you for sharing your wonderful experience with us. We are so excited you enjoyed all that Granduca has to offer and more... It is truly a very special place in the heart of our great city. We all look forward to seeing you again when your travels take you back to Houston.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Plantation, Florida
Senior Contributor
32 reviews 32 reviews
6 hotel reviews
Reviews in 22 cities Reviews in 22 cities
30 helpful votes 30 helpful votes
5 of 5 stars Reviewed April 27, 2014

This is the first time I've stayed at the Granduca. It came highly recommended and it was an exceptionally comfortable place to stay. The location was outstanding. Across the street were numerous upscale services. And it is a short jaunt to the Galleria. It is now my first choice in Houston.

  • Stayed April 2014, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anna W, Front Office Manager at Hotel Granduca, responded to this review, May 22, 2014
Dear Guest

Thank you for sharing your wonderful experience with us. We are so excited you enjoyed all that Granduca has to offer and more... It is truly a very special place in the heart of our great city. We all look forward to seeing you again when your travels take you back to Houston.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Perth, Australia
Top Contributor
93 reviews 93 reviews
18 hotel reviews
Reviews in 29 cities Reviews in 29 cities
31 helpful votes 31 helpful votes
4 of 5 stars Reviewed April 14, 2014

A little bit of granduer in Houston, Good staff/service, great bar with piano, terrific restaraunt, and convenient to the Galleria shops and Westheimer restaraunts, but still tucked away from the hustle and bustle of Houston. Nice sized room and well appointed. A little pricey, but a classy place.

  • Stayed December 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anna W, Front Office Manager at Hotel Granduca, responded to this review, May 22, 2014
Dear Guest

Thank you for sharing your wonderful experience with us. We are so excited you enjoyed all that Granduca has to offer and more... It is truly a very special place in the heart of our great city. We all look forward to seeing you again when your travels take you back to Houston.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mobile, Alabama
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed April 7, 2014

Stayed at the Granduca for a wedding this past weekend. Service was good. Didn't get any room service. Hotel was very classy and wish I would of had time for the pool, it looked very nice. Make sure you read the price list before you dive into any snacks in the room...They can add up quick. Really if you wanted to save a little money you can park on the street in front of the hotel, it isn't highly traveled and will save you $18-$24 a night. Houston has a number of taxes they charge so be prepared at check out. Nice little shopping center across the street with a good late night wine and cigar bar.

  • Stayed April 2014, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anna W, Front Office Manager at Hotel Granduca, responded to this review, May 22, 2014
Dear Guest

Thank you for sharing your wonderful experience with us. We are so excited you enjoyed all that Granduca has to offer and more... It is truly a very special place in the heart of our great city. We all look forward to seeing you again when your travels take you back to Houston.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Houston, Texas
Top Contributor
103 reviews 103 reviews
18 hotel reviews
Reviews in 33 cities Reviews in 33 cities
38 helpful votes 38 helpful votes
4 of 5 stars Reviewed March 30, 2014

We stayed one night at the hotel while doing a city tour of Houston. The hotel is lovely and a great location near restaurants and shopping. But as lovely as it looks, they really fell down on the little details. They asked what paper we would like in the morning, but none was delivered. And the coffee cups in our room were too big to fit in the coffee maker, which meant it would not turn itself on. Really? I can't believe no one else had this issue in the room.
The staff did respond quickly, bringing us a pot of coffee when we called, so that at least was taken care of.
We also ate dinner in the restaurant with 3 other couples staying at the hotel. The service was so slow. We had to ask them if we could order drinks before dinner, after sitting there for quite sometime. And then when we asked to split the bill by couple, 20 minutes later they brought us each back a bill with every single item split every which way. It was crazy! Each of our receipts was a foot long (not an exaggeration). When we asked to see the manager, the wine steward was sent out to talk to us.
While the staff is very sweet and made every effort for apologize, this really comes down on the management - or lack thereof.

Room Tip: Ask for one over the pool.
See more room tips
  • Stayed March 2014, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anna W, Front Office Manager at Hotel Granduca, responded to this review, May 22, 2014
Dear Guest
Thank you for taking the time to share your experience at Hotel Granduca.
Here at Granduca we take great pride in our customer service and we strive to exceed every guest's expectations. We apologize if we fell short on some of the details. I assure you we are doing everything we can to address your comments and we hope that we can welcome you back to Granduca very soon.

Kind regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hotel Granduca

Address: 1080 Uptown Park Boulevard, Houston, TX 77056
Phone Number:
Location: United States > Texas > Texas Gulf Coast > Houston > Great Uptown
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#9 Romantic Hotel in Houston
#12 Luxury Hotel in Houston
#52 Business Hotel in Houston
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Hotel Granduca 5*
Number of rooms: 122
Official Description (provided by the hotel):
Be transported to old-world Italy when visiting Hotel Granduca, Houston's extraordinary new hotel in the Uptown/Galleria area. Created by Giorgio Borlenghi, this hidden gem offers impeccable service in a private, intimate setting. 122 Elegantly furnished suites with fully equipped kitchens give you all the comforts, amenities and privacy of a real home. Most suites have a living room with dining area, a separate bedroom with walk-in closet and a spacious bathroom. Enjoy the beautiful courtyard and pool. ... more   less 
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Also Known As:
Granduca Hotel Houston

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