Le Gray, Beirut — Hotel in Port of Beirut

I'm a frequent visitor to Beirut-

This hotel is in a good location and contemporary property. Stayed 9 days, valet could not find my car on occasions, aweful customer service, minimal staff training for a so called "5" star hotel, restaurant is a joke. I recommend you stay at the Four Seasons or the Phoenicia - as those properties, management and staff cater to you and are true 5 star hotels.

Emails I sent four moths ago to the GM, who never responded, followed by an email to the corporate office:

The valet lost my BMW twice and the rest of the time we had to wait for the car after calling ahead from the room 20-30 minutes ahead. Each day, I was asked if I was "in house" by the same staff. At one point I was going to get my own car from the parking lot! The inconsistencies of breakfast were truly shameful for a "5" star property. During 9 days, we ate at the same table where the staff would know where we are sitting every morning. One day there would be 1 silverware set with no napkin, another would be 2 silver sets without napkins. For 9 days we ordered the same items: orange juice and coffee which would arrive mid-meal even though we would be the only guests there with a fully staffed kitchen. For nine days, the 1st thing in the morning, I would call for ice for my diet Pepsi- sometimes it would arrive instantly, other times it would be 1/2 an hour and twice it did NOT arrive at all (even though I called twice). The first room , I asked that mini bar be emptied (twice) and that did not happen. The following room, I asked the same and that did not happen either. I emptied out the fridge and placed ALL items in the drawers as my family was giving me kibbe, sodas, juices etc. where I needed fridge the space (typical Lebanese family hospitality). At checkout, I phoned the front desk for assistance with luggage. After 1/ 2 hour, we carried our own luggage. At the front desk, I made an inquiry where the agent told Hadi (in Lebanese )that he did not have time to ask the bell-hop because he was busy (obviously not knowing that I understood the Lebanese language). also at checkout, Hadi told me that as a "courtesy" I would not be charged for 2 days of valet for $40 net. I was asked if anything was used in the minibar, I answered no. However, I did have a diet pepsi in my hand (that I had bought /stocked up from el-Khalil), and without pursuing it further, they had charged me for it - evidently thinking that I was lying. It took over 15 minutes to check out and I told them to just charge the bill and let it be.

After months of no response from the GM, I emailed corporate in the UK:

Corporate Office response: We were, of course, hugely disappointed to hear that we had not responded to the issues you raised following your stay at Le Gray back in September 2014, and can only offer our sincere apologies for this oversight. We are now looking into all your queries and will respond to you just as soon as our investigations are complete.

With kind regards

Kate Labovitch

That email was over 1 month ago and I've not received an further correspondence.

If you choose to stay at Le Gray, I recommend that you book via a 3rd party since this hotel's prices are about $50USD per night more expensive vs. a 3rd online booking. I asked the GM for a price match with Expedia back to my AmEX Platinum card - oh wait - they never responded to any...

I would rate this hotel 5 stars for the location. The location, near Beirut Souks and many restaurants and shopping, is great. ||It is a new or newer hotel as well, so everything seems to work.||The service was mixed, more good than not good. The staff at the front and the door was helpful and quick to serve. One day, however, we came back to our room at 3pm after leaving early in the morning and the room was not yet cleaned.||The hotel has an ultra-modern decor. Going to an old, historic city like Beirut, I would prefer a traditional decor.||We stayed in a suite. There was a lot of space, but I would have organized the room differently, separating the bedroom from the living room.||I would stay in...

I stayed here in September and my experience was perfect. The hotel is not only beautiful to look at but the silence and sense of peacefulness in the middle of a bustling Beirut left me stunned. The staff are polite and gentle in their approach. The room (executive suite) was spacious and perfectly decorated. I fell ill during the night and was looked after by staff who even took time to go to a pharmacy for me and pick up medicine for me without charge. The cigar lounge, rooftop pool and general layout of Le Gray is what really did it for me. Total luxury waiting at...