My boyfriend and I stayed at the US Grant over the weekend, for a friend's wedding in San Diego. We booked through Amex Fine Hotels & Resorts program, because one of the benefits is a noon check-in, when available, and a noon check-in would give us time to get ready for the wedding that night. When we got to the hotel at 1pm, the check-in process and customer service we received from Paolo and Anjelica were so disappointing. First off, Paolo, who checked us in, didn't even acknowledge my SPG preferred membership, or say "welcome back" (since we stayed at the US Grant last month), just "how can I help you?" Paolo said there were no rooms available for check-in yet, even after I told him not to worry about the upgraded room we would get through Amex or through SPG Gold. That's not very believable considering there were rooms available in every room category when I checked the night before. I asked to speak with the manager, hoping to get whatever room we could, and Paolo bluntly said "she's going to tell you the same thing I said". He went over to get Anjelica, the manager/supervisor/whatever, and I heard him say "do you have a minute to talk to them?" I'm not kidding when she said "no, not really, but I will". That's such a bad attitude to have when guests are standing right next to you. So Anjelica came over, with a stone cold face, and said "what's the problem?" I explained that we were hoping to check-in early in order to get ready for a wedding, and she was so unapologetic when she said the generic line of "we are fully committed and no guests have checked out yet". Ok, thanks for your help. A "sorry" or any show of sympathy would have been nice... We told Paolo that we would just take the first room available, and get some lunch in the restaurant off the lobby. All this guy said was "ok". After a pause of waiting for him to say something, I said "are you going to give us an estimated time that a room will be ready?" He said "I don't know, but we'll call you". Again, not even a "sorry about that, we will try and get something ready as soon as possible". I mean that's customer service 101, have a little sympathy for customers and guests; Apologize even if you don't mean it! The worst part is, as he was giving me back by credit card and ID, he said "you look good in that picture". That's such a creepy comment to make! I mean, I'll take a compliment, but not when you were just so rude to me and my boyfriend, and then gave us news we didn't expect to hear when checking-in. Pretty inappropriate, and not what I would expect from a luxury collection hotel. So we went to the restaurant and ordered some lunch, and defiantly a drink, and right before our food came out, Paolo shows up to the bar and throws the room keys down in front of us, when we looked up and saw the keys, he was already halfway out of the restaurant. Just tossed the keys and ran out! We were pretty shocked and I said to my boyfriend "was that just Paolo, I guess these are our room keys?" Now I'm not in the tourism industry, but that's not normal! Maybe say to your guest: "I'm so sorry for that wait, here are your room keys, your in room #, please let me know if you need anything else, have a great stay, etc". That's not even hospitality advice, that's social skills 101!!! You don't throw something in front of someone, and then walk away. It's bizarre behavior coming from an adult. It's normal for a toddler, but not an adult!
The rooms are great, noisy if you face the street, but the beds are very comfortable, housekeeping was awesome, and valet is friendly and efficient.
Overall a great hotel, but we're not going to stay here again if we get treated so poorly. It really left a bad taste in our mouth for the rest of the trip. Especially since it was also our anniversary weekend, not that they would have done anything special if we had told them....
Amex, please include other hotels in your partnership, so that we don't have to stay here again. I didn't even receive the welcome envelope that you're supposed to receive when you book through Amex FH&R.
- Official Description (provided by the hotel):
- Our Luxury San Diego Hotel offers an exquisite experience in one of America's finest cities. THE US GRANT, a Luxury Collection Hotel, San Diego has a luxury experience with a historic feel to make your trip to San Diego memorable. ... more less
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- Also Known As:
- The Us Grant Hotel San Diego
- Us Grant San Diego