Mellie Lin
Google
On the evening of January 24th, at around 6 PM, I arrived at Casa Grande Suites to check in. However, the front desk staff, Adriana, kept delaying the check-in process without providing any explanation. Despite my repeated inquiries about whether there were any issues, she insisted there were none but still refused to assist with the check-in.
At 7 PM, Adriana finally informed us that there were no rooms available and directed us to another hotel, stating that the room there would be larger and more comfortable. However, upon arrival at the other Casa Grande Hotel, we were given a 33-square-meter room, whereas my original booking was for a 44-square-meter room. When I asked if they could provide a room of the same size as my original booking, the manager told me over the phone that they had a luxury room available but that I would need to pay extra. I explained that I would be leaving at 5 AM the next morning and had no need for a luxury room—I only required a room of the same size as the one I originally booked, as the current room was too small.
Eventually, they showed us a larger room, which I agreed to take. However, after we had gone through the trouble of moving all our belongings to the new room, the manager called again, asking for an additional payment. When I questioned why this wasn’t communicated upfront, the manager began blaming us, claiming it was because we had canceled and rebooked. This explanation made no sense, as canceling and rebooking is irrelevant when there are no available rooms to begin with.
This entire process was highly frustrating. First, the hotel overbooked its rooms. Second, they relocated us to a smaller room than what we had reserved. Third, they failed to communicate additional charges beforehand, waiting until after we had moved into the new room. Fourth, the manager shifted the blame onto us for “canceling and rebooking,” which is completely unreasonable. We spent hours dealing with this situation and only finished at 8 PM, far too late for the 7 PM dinner reservation we had planned. Considering we had informed them that we were leaving at 5 AM, it’s baffling that the manager chose to focus on such trivial matters instead of resolving the issue efficiently.
In addition, the manager’s handling of the situation was completely unprofessional. Their problem-solving skills were inadequate, their attitude was confrontational, and their English proficiency was extremely poor—raising serious questions about how they could hold a managerial position at a five-star hotel.
I would, however, like to commend the front desk staff(women)
at Casa Grande Hotel, who were polite, professional, and maintained a smile throughout the ordeal. Their English was also far better than the manager’s. I strongly suggest replacing the current manager with someone more competent and customer-focused to ensure better service in the future. This would undoubtedly improve the reputation and overall experience at your hotel.
