Jessica R.
Yelp
In short: the hotel, itself, was great; but the service was repeatedly disappointing.
Our room was airy and pleasant. While the rain shower ends up being more of an annoyance than a pleasure, the whole place felt clean and well-maintained, and that was enough for me. The bed was comfy (though what's with two separate blankets for a single couple?), the windows let in fresh air, and the seating area by the windows gave us a place to relax.
The breakfast was GREAT. Very thorough, with high-quality food and lots of individual items I'm still craving over a week later (such as the raisin bread).
The hotel also had lots of little perks that we didn't get to use, but that gave it a certain feel, like conference rooms and a ballroom, a relaxation area downstairs, and a sauna.
The wifi was free and had a strong signal in our room. There is also a "business center," which is a computer down a corridor that anyone can use.
The area was great. Close to both the train station and downtown. I always felt safe.
The service was, unfortunately, totally unacceptable for such a high-level hotel. For example, when we got in, we discovered that the door wouldn't lock (the deadlock wasn't working). When I called to report it and ask for it to be fixed, the woman at the front desk insisted we didn't actually need a lock. I disagreed, and wanted the lock (there was no safe in the room, among other reasons), but I really had to push it. Sure enough, the next morning around 7am a cleaning person walked in on us since we were unable to lock our door. "At least it'll be fixed today," we thought. But over the course of our stay there (almost one week long), despite reporting it several times, it was never fixed.
In another incidence, my fiance had the hotel clean his dress shirts. When a shirt was returned with a collar stay missing, he reported it (hoping that it could be found and returned to him) and was met with unhelpfulness. When he described the collar stay as the plastic one that came with the shirt, unhelpfulness turned to snarkiness as the desk person quite directly stated my fiance was cheap for using plastic and should invest in metal ones. That comment felt very inappropriate. (Also, sidenote, why invest in metal collar stays if Grant Hotel is just going to lose them?) Suffice it to say that, while my fiance asked several times about the collar stay, it was never returned to him. And when he asked for any pair of matching stays from the purported box of lost+found collar stays--something they originally offered--the hotel refused!
The one ray of light here was the person who cleaned the room. When we accidentally broke a glass and small shards went all over, I found him in the hallway and--without my asking--he immediately dropped everything he was doing to attend to the situation. I appreciated his responsiveness, especially in the face of his colleagues essentially ignoring our reasonable requests.
In sum, Grand Hotel has been set up as a great hotel. And it is a great hotel. But as soon as something small goes wrong, you're on your own.