Grand Pequot Tower at Foxwoods — Hotel in Ledyard

My wife went to Foxwoods for the New England summit, which is a tradeshow for travel and hospitality industry to do business with the New England area hotels and attractions. Having said that, it is the best opportunity to WOW the attendees so they have a great incentive to promote the destinations with the travel agencies they sell the products to, and therefore foster tourism for the area in the international market. This was her experience:

What to say about the Grand Pequot Tower at Foxwoods?

First of all, the check in time on Sunday was supposed to be at 5 PM, yet I got my keys at 5:20 PM. Hotel Industry standards set check in time at 4 PM. I had only slept 2 hours because I had to wake up very early for the flight from Florida to Boston, Mass., to then take a shuttle to the Foxwoods complex.

I was very tired when I finally made it to the room, so I decided to get food from Room Service instead of going out again. However, the Room Service menu, and some other typical items, were not in the room. So I had to call and had them tell me the menu items over the phone, according to what I wanted to eat. I ordered salmon with vegetables, a bowl of fruits and hot mint tea. I was informed that it would take 20 to 30 minutes to get the food, but after one hour it still had not arrived. I decided to call back to inquire about it. The same lady that took my order answered the phone and apologized to me after informing me that she had written down the wrong room number, which is why I still had not received my dinner. 30 minutes after this second conversation I got my food, and the server was very nice and apologized to me, explained that he was given the wrong room number, and he mentioned that after waiting for such a long time I should not be charged for my order, as he couldn't understand they were still charging me. After he left I realized they had given me the wrong tea. They brought up black tea, which has caffeine, instead of the mint tea I needed to help me relax after a very long day. Obviously I was very upset. I waited an hour and a half for food, I was very tired, and on top of that they didn't take the time to ensure the order was correct. I called back and a different person answered the phone, and instead of being apologetic, this person had a very negative attitude and was very short with me, kind of minimizing the problem and taking it as it wasn't her fault, which it obviously was not, but at that point it doesn't matter whose fault it was, as in the face of the customer/guest the problem must be fixed. Another 15 minutes passed until I got my mint tea, which was brought up by the same server, who apologized a lot to me. I told him how I was mistreated by the second call center agent. The only reason I am giving 2 stars is because of the server and because the food was good (imagine if it had not been after all that time), and he even called me after to check on me. Had it not been for this I would have given NO stars.

They were obviously aware that I was part of a group that went there for said event, so they should have been more careful with guests like myself, as I have the power to sway my clients to promote the destination in the international market, which sadly I will not be doing.

Please recognize your Room Service server Pierre (he is African-American and this happened on Sunday May 12th, 2019), as the rest of the employees need to take lessons of good customer service from him, and management should invest in customer service trainings for all.

Pierre, thank you so very much for trying to correct the issue and help me have a better stay at your hotel. Keep up the good job...

My mother was nice enough to get me and my husband a couple nights at the MGM Grand at Foxwoods for a mini honeymoon, I was so excited because I had never been there. She was telling us how the guy she spoke to about making reservations highly recommended the Director's Suite because it overlooked the forest and mountains from both the bedroom and the hot tub. So she decided to treat us and get us the suite. When we first showed up at the hotel we were amazed at how beautiful it was. Like Disney World for adults. But as soon as we got in line to check in I knew we were in for a real special visit. As I Stumbled to the desk, losing grip on my wallet and almost dropping my bag, I was struggling to lean over and pick up my wallet and I watched as 2 bell boys just stood there and starred at me, not offering any sort of help. I was in awe of their lack of consideration. Next when we were getting our room key the lady behind the desk informed us the smoking room we requested was taken and we were going to be put into a non-smoking room. Making it very clear that if they even smell the hint of smoke in your room you will be charged a $250.00 cleaning fee. Why would a room be given away like that if we specifically requested it more than 3 weeks prior to our visit? So we settled for the non-smoking room and at the MGM Grand the hotel rooms start on floor 4. We were put on floor 4 with a view of the above ground garage. None too pleased I called the front desk immediately and told her my mother was guaranteed a smoking room with view overlooking the forest, hence why she booked us a suite. The girl could not have cared less about our situation, but told me to call back in the morning and she would "see what she could do" about getting us another room. So already I was treated like I don't matter by the bell boys, not given a smoking room that we requested, and blown off by the girl at the front desk who wanted nothing more to pawn our problems off on whoever was working the next day. The following day we were moved to a different room, not after much hassle with the girl at the front desk not understanding our issue because no one told her about it, and although our second room was everything we could have ever asked for, it came at a price. The hotel itself is beautiful, the rooms are spacious and (some) have fantastic views, but do not expect anything less than sub-par service from any of the employees who work there. I get it, we all hate our jobs, but at least learn to fake it. You work in the hospitality industry for...

My husband & myself decided to go to breakfast one morning while at the Grand Pequot. I brought my cell phone & room key since my husband was bringing his wallet I had no need to bring my purse. After breakfast he decided to go to the casino, and I decided to go back to the room to head down to the pool. I got to my room & my room key would not work. I saw housekeeping in the hallway and asked them to open my room. I was asked for my ID, which I explained I did not have on me because it was in my room along with my purse, car keys etc. I was told I would have to go to the front desk to get another key, it was policy they could not let me in without an ID. I was annoyed but headed down the elevator to the front desk. Being a weekend, there was a long line I had to wait in. I finally got up to the desk & held up my key & explained to the clerk that I needed another key to my room, that my key did not work. I again was asked for an ID. I explained to her that all of my things were in my room, so I couldnt provide anything, until I got into the room. I was told "sorry, no ID no key, thats our policy". So I went back to my room and tried to call my husbands cell phone which I could hear ringing in our room because he didnt bring it with him. I sat there for an hour on the floor in the hallway in front of our room almost in tears as I didnt have any money, my car keys, bathing suit, etc. Finally after a hour and a 1/2 I decided to call Foxwoods 800 # to see if I could get security. There was no option to call security so I hit the option for the front desk. I explained my plight and was told they would send the bell captain up. Another 1/2 hour goes by, now I've been locked out of my room for 2 straight hours with only my non functioning key & cell phone. Finally I see a well dressed gentleman go by and I asked him if he worked there. He said he did. I told him all I had been thru and he asked me a few simple questions (my name, when we checked in/out, address, etc) and swiped his card and finally let me in. So if you go to Foxwoods alone, make sure you take your ID with you, even if you are going to get ice or you will be living in the hallways. Their policy is the most ridiculous policy I have ever heard! A simple "we will have security go up there with you to show your ID". Nope. No key, too bad. We will never go there again after the way I was treated. So glad I was with my husband & not...