4/10 سيّئ
James
مسافر برفقة شريك
29 نوفمبر 2025
عناصر نالت الإعجاب: وسائل الراحة
An otherwise pleasant stay was ruined by a distressing incident at the end. We had paid Expedia in full in advance, paid the local tax on arrival and not charged anything to the room. On check out the receptionist claimed that the Expedia room rate was too low and we had to pay more. We referred her to our Expedia receipt and both she & the Reservation Manager suddenly said it was fine. However, on the journey to the airport we received 2 phone calls from the hotel aggressively hassling us to pay the extra immediately by phone. Again we referred them to Expedia. This was at a vulnerable time when we were gathering our luggage to disembark the fast ferry. I managed to have a chat with a virtual agent on the Expedia App while on the airport bus and, while they couldn't resolve the issue during the chat, they were helpful and committed to emailing the hotel, resolving the issue and getting back to me. At the time of writing I have heard no more.
It is worth adding that this was our 5th stay at the Grand so we had been happy to return. On this occasion the staff were polite & pleasant but did not seem to have a clue what they were doing and very few of the systems (technical or manual) seemed to work. The approach of the managers we encountered can only be described as inappropriate and not endearing to the customer. The handling of the issue above is typical of their attitude and lack of professionalism.
I doubt we will be staying at the Grand a 6th time!
James
أقام 9 ليالٍ في شهر نوفمبر عام 2025
