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US Grant Hotel

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US Grant Hotel Reviews (6)

Good Morning Revdex.com,
Thank you for bringing this to our attention. We are always welcome to ensuring our guest communication is at its utmost accuracy. We have researched the case regarding Ms*** and the disputed upgrade fee for her suite. We interviewed the agent who
checked her in who does recall their party signing our upgrade acknowledgement form at check in agreeing to the additional fee for their enhanced suite. In addition, we located the record that is turned in monthly for all upgrade acknowledgements for all guests and have attached the party's signed agreement to the additional fee for their suite. Our records do show the fee was communicated and agreed upon by the guest in writing at the time of their arrival
Thank you for bringing this to our attention and we appreciate the support of the Revdex.com
All the Best,
*** ***
Director of Front Office

April 21,
Revdex.com of San Diego
Murphy Canyon, Ste
San Diego, CA
Dear Revdex.com of San Diego,
Thank you for providing us feedback on the guest experience of Ms*** ***We take all hygiene concerns of our
discerning guests very seriously, and diligently make efforts to improve guest satisfaction throughout the entire hotelIn regards of Ms***’s comments on the reported issues at the Grant Grill, please allow me to address this a little further in detail
After Mr ***’s stay, we received the report of pests being detected in the bar area of our restaurant by the guestThis issue was immediately elevated to our engineering department and the external exterminator company that we work with closely was called in for a site inspection just a couple hours laterWe didn’t receive a comment on the day off the incident by the guest and it was not until we received a file through our Corporate Customer Service channel that we got to know about itWe reached out to Ms*** and have unfortunately not yet heard from herOur Director of Front Office sent an email after the file was opened on Wednesday, April We were not able to offer any sort of compensation or personal follow up therefore
If we experience pest issues in any area of the hotel, our company wide pest control partner is very responsive and each incident is taken very seriously in order to remedy it in the shortest time span possibleOur food serving, public and guest room areas are inspected weekly in order to comply with the high standards that *** Hotels and Resorts setOur entire hotel operation with all the teams involved are under a strict hygiene ruling that is an important metric for all our employeesWe are proud ourselves with high scores in internal and external audits such as the City of San Diego Health Department visits that we have passed with scores of 95% and above.
In regards of the employee’s reaction in that particular instance that was witnessed by Ms***, we have taken corrective actions on educating the bartender in questionThe filed comments that detail the incident have been shared and remedies put in place for this not to happen again, with our concerned staff being more effective in handling such mishaps
On behalf of the hotel, I extend my sincere apologies for the complications experienced in Grant Grill during Ms***’s stay. We hope that Ms*** returns to THE US GRANT and provides our staff and management with another opportunity to showcase our renowned hospitality
We thank you again for the gift of feedback, and welcome that you to contact us directly for further handling
Sincerely,
***A ***
Director of Operations
US GRANT, A Luxury Collection Hotel
***

Respond was sent to guest. Mr. [redacted] signed a room upgrade form upon check-in for the disputed amount of $20 and was already refunded (on 12-15-16) the difference of $33 in rate. All has been communicated with Mr. [redacted] directly.

Review: Our stay with the U.S. Grant was a very poor experience.

On July 14, 2013 we stayed for three nights. When we arrived the bad service started right from the beginning with the front desk person that we walked up to

saying I am busy let me pass you off to another front desk clerk? After we verified our information he said your room is not ready because of gay pride festival

had put them a little behind which there is no excuse for not having a room ready upon the 3:00 check in time. So we sat in the lobby patiently for 20 minutes

and again we went to the counter we were told your room is still not ready? So we sat in the lobby for another 20 minutes total wait time in lobby over a half an

hour. So again I walk to the front desk and the room was still not ready, so I said that this was unacceptable and demanded a time frame when our room

would be ready the guy said 45 minutes but not to hold him to that but I could get a free drink at the bar?

Needless to say we were pretty disgusted at that point and left the hotel.

I called an hour latter and the room still was not ready, then I said just call me when it becomes available. I also requested a baby crib be in the room, and we

asked for a room with a view on a high floor. Neither one was what we received? 10 minutes latter we got a call saying everything was ready to go.

I tried finding means of staying at different hotel but because of Comic Con all rooms were booked?

Day 1, So we made a second trip back to the hotel to finally check in please keep in mind that this is our vacation. When we arrived to our room there was a fruit platter for the hassle we had,

unfortunately a big fly was on the fruit not appetizing at all so we only drank the bottled water? The baby crib was not in our room so we had to ask again for it with being bother

by manuel several time before he brought it to us.

Day Two, I went to leave the fruit outside the door as we were not eating fruit with flies on it. So I put the fruit on the outside the room for pick-up when the door close behind me

and no way to get back in even though manuel was right there and could have opened my door so I proceeded to wait for someone to open my door as my wife and child were in the

shower. After waiting for 15 minutes I asked manuel when was someone coming and he said better for you to go get you a key at the front desk. I said no I'm in my shower shoes not dress

appropriately after almost 30 minutes and person finally comes and opens the door?

Day 3, after a hassel with the way your hotel has parking set up I was not impressed with only having valet to park my car. I wanted to park my car myself, unfortunately

that was a job in of itself including a nice parking ticket for the parking police that I was given. All because of no parking from 3 to 6 am tues thru thurs?

Check Out Day, As we finally were able to check out I was rudely treated by a Valet Parker telling me your not allowed to bring down your luggage with the cart, I said

hold when got here we used it, he said sorry and took the cart away from me even though I had made it all the way to the elevator. Very Rude??? So I had to call a bellman which

I did what I waited! Your Hotel is one big waiting game. Finally as I was able load my luggage into my car that same rude valet guy comes up to me and says wow your car is hot?

I said yeah and he responded back in smart alec response "yeah".

There were other issues but these were the ones that were most notable!

I ask that my money be refunded and that our experience be replaced with a better one.Desired Settlement: Refund & Replace. This is none negotiable.

Business

Response:

September 6, 2013

Review: Although I enjoyed my stay overall at the hotel, I was really appalled by what I saw in the hotel restaurant. On Saturday April 11th around 4:00 PM I went to the hotel bar to get a glass of wine and also some cheese. Halfway through my glass of wine I spotted a cockroach on the floor and mentioned it to the bartender. He was really quite rude about it but eventually squashed it (kind of disgusting in itself) and then brushed it into the broom pan. As I was finishing my glass of wine, I spotted another cockroach that went under the bar. The new bartender looked around for a little bit and then gave up. Not only that, I spotted tons of other little bugs beneath me and the bartender did absolutely nothing about it. It makes me question what is the kitchen like, what I have been eating this past week and worst of all what other bugs the hotel is infested with. Cockroaches carry diseases and I thought the staff would be much more conscientious about the matter and take it more seriously.Desired Settlement: I would just like to see something done by the Revdex.com about this.

Business

Response:

April 21, 2015

Review: I stayed at the hotel for two nights 8/24/14 to 8/26/14 and before my complaint let me say that the stay was quite enjoyable the staff was very nice and was a wholesome experience. But my issue is with the charges that incurred I asked to be upgraded free of charge to a nicer room to which the receptionist agreed which I thank for that but when it came to check out I was charged for the upgrade which is very upsetting because I never would upgrade for that kind of money. so I ask u to consider my request and refund the appropriate funds thank you.Desired Settlement: the price of upgrade two nights around $200

Business

Response:

Good Morning Revdex.com,

Thank you for bringing this to our attention. We are always welcome to ensuring our guest communication is at its utmost accuracy. We have researched the case regarding Ms. [redacted] and the disputed upgrade fee for her suite. We interviewed the agent who checked her in who does recall their party signing our upgrade acknowledgement form at check in agreeing to the additional fee for their enhanced suite. In addition, we located the record that is turned in monthly for all upgrade acknowledgements for all guests and have attached the party's signed agreement to the additional fee for their suite. Our records do show the fee was communicated and agreed upon by the guest in writing at the time of their arrival.

Thank you for bringing this to our attention and we appreciate the support of the Revdex.com.

All the Best,

Director of Front Office

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Address: 326 Broadway, San Diego, California, United States, 92101

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