Lovely just needs some work
Posted Apr 25, 2016 on Orbitz
Came in late after being stuck on 610 for hours and just wanted to eat in room. Menu stated they cooked until midnight. 11:40, I call and no one answers, so it rings thru to guest services who promised the kitchen would return my call by midnight. Welllll, I called after midnight after waiting.... Chef is gone and I'm in a expensive suite with no food, a leaking shower head and a hungry ten year old.
Comment from Hotel Management
May 24, 2016 by Justin, Hotel Management
Good afternoon Ms. Shannon,
Thank you for your recent stay with us and we truly appreciate the constructive feedback that you have provided; this is a tremendous help to us for enhancing our guest experience and customer service in the future. There was obviously a critical breakdown in our internal communication and lack of follow through on our part and for that I sincerely apologize. I can assure you this is not typical of the high level of service we strive to offer here at Hotel Granduca and this incident is being addressed with our team to ensure this lapse in service does not happen again.
We hope the next time you are in the Houston area you will give us the opportunity to make up for this disappointing stay. Thank you again for your comments and we look forward to welcoming you back again soon.