I recently stayed two nights in a suite at the Granduca. There were disappointing inconsistencies in communication, especially considering what I paid. When I checked in, I asked about a cabana at the pool for the following afternoon. The male front desk employee told me it cost $350 to reserve a cabana; however, he said I had a $100 food and beverage credit that I could apply to anything at the hotel. I did not reserve the cabana at that cost. When my family went to the pool the following afternoon, we were the only ones there. My daughter went to confirm the cost of a cabana, and someone else at the front desk told her they were “first come first serve,” no charge. The service was awful for breakfast in the restaurant. There were only a few people in there, but service was extremely slow. My server did not seem to understand or speak English very well. I ended up getting our refills of coffee and water because the servers disappeared. My husband ordered bacon, which he did not receive, and then was charged for it. When i stopped by the front desk to inquire about the $100 food/bev credit, the front desk employee told me it was only $15/day. When I said I had a $100 credit when I checked in, she said I didn’t. The first night we had turn down service and requested it when the attendant came the second night. After we returned from dinner, we didn’t receive the turndown service or the breakfast room service order form. The stopper in the bathroom sink was broken. The room itself was clean and comfortable, but the service at the hotel was disappointing. There was a musty smell in the hotel hallway on the 4th floor. I would have expected better at a hotel of this caliber. The desk clerk was not friendly when I checked out, did not ask me about my stay. The hotel staff definitely needs more training in customer service. I will not stay at the Granduca when I am in Houston again and do not recommend it to others.
