I thought the hotel was exceptionally friendly and courteous and I enjoyed my stay overall. The service provided by the concierge, desk staff, and overall staff were great. But, unfortunately I had one problem that was not dealt with well and it has made me unlikely to return to the hotel in the future. On Tuesday, 11/13, I returned to my room shortly after 4 pm to find that my room had not been serviced! I was upset (to say the least) especially since I had been at a conference where I had to leave about 6 a.m. and finding my room in its state was the least of things I wanted to deal with. I called the service line and was told casually that the staff had until 4:30 to finish rooms and that there was little that could be done. I did not get her name, but I was not pleased to get her message. I am supposedly a starwood preferred guest, and this did not seem like preferential treatment. I called the desk again at 4:30, this time talked with Bogdan who told me someone would be there to address the problem within 10 minutes. I called back at 4:40 and was told that he would talk with the housekeeping supervisor and would get back to me. At 5:00 as I was on my way out the door, Julie, the supervisor called my room, told me a crew was finally on the way, and that she could offer me a cocktail or an appetizer for my inconvenience. I told her that would not resolve the situation, but since I had to leave the room for it to be cleaned, I would accept this, but still wanted some kind of explanation (since she claimed she did not know why my room had been overlooked). I then went down to the front desk and spoke to the supervisor there (I did not write down her name). She was on the line with Julie when I came to the desk, she then spoke to me, I told her my concerns and that I wanted some explanation. I was assured that someone would contact me the next day with an explanation. She also offered me a cocktail or appetizer, and I went to Grant's Grill and had a glass of wine. When I returned the room had been serviced. On Wednesday my room was serviced before noon, but no one contacted me with any further information or explanations. My room had also been serviced late on Saturday, 11/10, but when the person giving out water came by, and I asked when my room would be serviced, he had a crew sent right away. With rates of $249 + a day, this is absolutely not acceptable. In my experience I pay for comfort, courteous service, and cleanliness. Having to wait until after 5 pm and having to make multiple calls to get my room serviced is not preferential treatment and is not appreciated.
- Official Description (provided by the hotel):
- Our Luxury San Diego Hotel offers an exquisite experience in one of America's finest cities. The US Grant has a luxury experience with a historic feel to make your trip to San Diego memorable. ... more less
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- Also Known As:
- The Us Grant Hotel San Diego
- Us Grant San Diego