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Reviewed June 18, 2018

This hotel is in desperate need of a good clean and refurbishment. While it is in a good location and the staff are very friendly, it's very tired and neglected. It is not a cheap hotel and we expected a bit better than what we got. The view from the balcony was great , as was the pool area, breakfast was okay.

  • Stayed: June 2018, traveled as a couple
    • Value
    • Cleanliness
    • Service
Thank JanineC58
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BMahieu, General Manager at Grand Hotel And Casino, responded to this reviewResponded June 20, 2018

Dear JanineC58

We are pleased to hear that you enjoyed the location of the property and views of the harbour. Our new lobby and restaurant furniture is due to arrive shortly to Vila and plan to be in place by end of July'18.
Thank you for your time to review,
with regards
Bettina

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Reviewed May 30, 2018

If you like thick soap scum and cold water showers - this is the place for you. Bathroom flooding after shower. Internet dropped off all the time. Linen needs replacing. Did not get all towels replaced after housekeeping. Breakfast was below average. Will not be back - Ever. 4 out of 10 from me.

Room Tip: No comment or tips to advise travelers.
  • Stayed: May 2018, traveled with family
    • Location
    • Cleanliness
    • Service
Thank Bob W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BMahieu, General Manager at Grand Hotel And Casino, responded to this reviewResponded May 31, 2018

Dear BobW

Thank you for your time to review your recent stay with us and of course disappointing to hear of your negative experiences and feedback.
Your comments have been taken on board and noted. We are in the process of upgrading the hot water system and if you would like to discuss anything further, please feel free to contact me on gm@grandvanuatu.com.

with thanks and regards
Bettina Mahieu

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Reviewed May 28, 2018

We booked this hotel as a transit hotel. Like many places in Port Vila, externally, it is showing age but was open minded regardless. We arrived at nearly midnight from our flight and the conceirge was friendly and helpful. Our bags were taken to our room which was reasonably spacious, with a very comfortable bed and a view of the harbour (we realised the next morning). Three were no "nicities" such as shampoo, conditioners etc in the bathroom so needed to unpack to locate our toiletries as a result. The bathroom had separate shower and bath and was a decent size.

At 5.00 a.m. however, we attempted to shower and found the water absolute ice. No amount of running water changed this situation.

Reception advised that it was quite common for the water to be cold, particularly on weekends- they just didn'[t have a very good hot water system apparently

The other two items to be wary of, due to the Casino (which consisted of 3 or 4 gaming tables) the entire place reeked of stale cigarette smoke. If you smoke it may be okay, however for those who don't, you will find it extremely unpleasant. The smoke pervaded the building - every hallway, lift and foyer. Further we were surprised to note on departure that a tax had been aded to the bill for ' Charitable Donation to local Schools" which we paid as there was little time to discuss or debate the issue given our flight schedule.

Unfortunately as our commuting flight left early, we were unable to partake of breakfast and room service did not commence until later in the day.

So at 6.00 a.m. we left the hotel, tired, hungry and in need of a hot shower. Although central to town and a reasonable distance from the airport, It is unlikely we will revisit his hotel again.

  • Stayed: May 2018, traveled as a couple
    • Value
    • Cleanliness
    • Service
1  Thank Carmel S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BMahieu, Manager at Grand Hotel And Casino, responded to this reviewResponded May 30, 2018

Dear Carmel S,

Many thanks for your time to write a review and bring to our attention certain aspects of the operation that we need to focus and improve on.
We do apologise for hot water not being available, as we are in the transition of upgrading our system.

The Grand Hotel and Casino regularly assist the community by supporting education and medical fields. Therefore upon check-in we give the opportunity for our guests to donate VT250 (AUD$2.60) per stay. Of course there is no obligation and a selection box is on the registration form.
In addition a take-away box breakfast is available for any early departures, we regret that these options were not explained further during your check-in process.


sincere apologies and regards
Bettina Mahieu

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Reviewed May 27, 2018 via mobile

This is an adequate transit hotel that showing its age
Because ofthe casino the whole hotel reeks of cigarettes
The annoying part was the continual attempts by the hotel to increase costs or charge for things that had bern set as part of the booking made through booking.com

Stayed: May 2018, traveled with family
Thank Aussiedavewitta
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BMahieu, General Manager at Grand Hotel And Casino, responded to this reviewResponded May 28, 2018

Dear Aussiedavewitta,

We appreciate your comments and feedback and they have been noted.
If you would like to discuss further the issues in regards to your hotel account, than I would be pleased to be able to assist you further and to ensure that all is in order.
Reach out at any time: gm@grandvanuatu.com

with regards
Bettina Mahieu

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Reviewed May 20, 2018

We escaped the Vila heat by visiting the Lobby Lounge Bar inside the Grand and got some snacks for the kids, cool drinks, aircon and some complimentary wifi to make sure the rest of the world still existed!

  • Stayed: April 2018, traveled with family
    • Value
    • Location
    • Service
Thank Tim W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BMahieu, General Manager at Grand Hotel And Casino, responded to this reviewResponded May 21, 2018

Dear TimW

Pleased to hear that you welcomed the air condition comfort and could enjoy some food and beverage options whilst reconnecting.

Thank you for stopping by, until when next passing through.
with thanks and regards
Bettina Mahieu

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