Trailborn Grand Canyon — Hotel in Williams

My recent experience at this hotel was an absolute nightmare from start to finish.||Before I even arrived, the hotel charged my account multiple times—over $1,100 was withdrawn through more than 12 separate attempts, six of which happened in just one day. One of the charges hit after they had already taken money out, leaving me with insufficient funds. I added more money to my account to resolve the situation, and they took it again.||When I called the hotel to sort this out, I was hung up on, transferred multiple times, and told the manager, Michael, would call me back. He never did. Instead, I was contacted by a front desk employee who yelled at me and hung up when I asked for answers. Eventually, someone I’d spoken to around 8 a.m. called me back around 4 p.m., and we did a three-way call with my bank. Even after the bank clearly explained the problem was on the hotel’s end, they kept trying to shift the blame—despite me having called my bank twice already and relaying this exact information.||When I arrived and paid again—this time the full amount plus a deposit. So now I have put out about $1900 for my stay. I should be getting the $1100 back, but now I only have money for gas and maybe a nice dinner. We were told we would get an entree at the restaurant and $25 towards the gift store. The room looked cute at first glance. But we quickly found fingernails by the bed and a greasy, empty bottle of hotel lotion. We were too tired to complain that night.||The next day, my family (in a separate room) attempted to check in around 4 p.m. after using the hotel’s pre-check-in option. Despite that, they were told their room wasn’t ready. The staff claimed 27 people were checking in that day and that no rooms were ready. At 9:30 p.m., guests were still waiting. Their compensation? A free appetizer. Most of them, understandably, were furious. Not once did anyone from the front desk or the manager, Michael, notify incoming guests ahead of time—even those who had pre-checked in. Another clear failure in leadership and communication.||Back in our room, we dealt with a toilet that flushed itself randomly through the night and emitted foul smells—especially when we used the sink or shower (a few times throughout the night and several times in the morning). Housekeeping was also inconsistent. One day, we returned to find the bed awkwardly half-made, with the top sheet balled up in the center of the bed. The only thing they actually did was replace the towels.||The only redeeming part of this trip was our dinner at Miss Kitty’s. The restaurant staff were kind, and the food was enjoyable. It’s the one thing keeping this from being a zero-star review.||At checkout, we tried to use our $25 gift shop credit on a few small items, including a micro-sized roll of Tums (which they were somehow charging $10 for). We were $3 over and weren’t allowed to pay the difference in cash. The same front desk employee who yelled at me previously had to call the manager again to approve using our credit. Only then were we told they’d waive the $3. The whole situation was embarrassing and ridiculous.||My sister also had issues with the cleanliness of her room. I did not complain while there, because I saw the way that they treated my sister in person. They're very non-apologetic and rude, almost seem offended that we reported a problem. And the way I was treated over the phone, like I wasn't a person, except for one guy who does not work at that location who treated me like a human, I did not risk ruining an already bad vacation. I kept thinking this is as bad as it could get, but something always came up that made it just a little worse. I wish I had stayed somewhere else and saved money on something that would have been cheaper and better than this.||Bottom line: Don’t stay here. I will never stay at another Trailborn hotel again after how poorly we were treated. Honestly, Motel 6 treats their guests better than this. Hopefully, the corporate offices in New York see this review and do something about this. Or they're going to lose a valuable piece...

We had a wonderful stay at Trailborn Grand Canyon! For a property that began as a motor inn, it’s been beautifully reimagined—and now that it’s a Marriott partner hotel, we loved being able to use our Marriott Bonvoy points to book. The grounds are charming, the pool area is inviting, and the destination fee includes complimentary bike use, which was a lovely touch. There were plenty of bikes available and it added a fun, active element to our stay.||The staff truly made the experience memorable. Jennifer at the front desk was welcoming and helpful, Mr. Michael Reardon the GM was gracious, and Gina (Gigi) in the Camp Hall breakfast area was an absolute gem. Gigi stood out with her warmth and energy—she greeted everyone with a smile and made sure our mornings started off on the right foot. Her hospitality set the tone for each day.||We had two rooms, and while one had a minor issue with a missing door sweep (which let in some cold air and a few curious spiders), the hotel was quick to acknowledge it and offered a generous discount. We improvised with a towel at the base of the door and appreciated that maintenance was scheduled to fix it after our departure.||We booked a tent for a night in each room and with it received a packet of hot cocoa and a stuff bison for the children. They Loved it. ||The location is ideal—right in the heart of Williams. We walked to several restaurants and shops throughout the week. The coaster next door looked fun, though our kids were a bit too small to ride this time. We were also within walking distance to the Grand Canyon Train and just a short drive to Bearizona, which was a hit with the family.||All in all, Trailborn Grand Canyon exceeded our expectations. It’s a stylish, comfortable, and friendly place to stay, and we’ll definitely return the next time we’re...

Have been going to Williams every so often since I was a kid, and I have no intentions on staying anywhere else. Service is top notch, we had one issue which they rectified immediately. It's location is absolutely perfect right on Route 66, easy to walk to the restaurants, sight see, entertainment, and of course less than an hour drive to the Grand Canyon. They have more of a community feel to them vs. your average hotel experience, they have a nice heated pool, hot tub, outdoor fire place, and even offer "experiences" (although a bit pricey) they have something for everyone here. The rooms are all updated and the smart TVs that allow you to stream directly from your phone are awesome. After a long day of hiking and exploring, its nice to come back to your room and watch whatever you prefer. The staff is also top notch, they're friendly as can be and very attentive, we called down to ask if we could grab some more towels and instead they brought them straight to our room. They also have a shop of their own in the lobby and you will be surprised how affordable most of their items are. The biggest takeaway was how accommodating they were to our retired K9, we expressed that he had mobility issues and they put us on the first floor so it was easy for him and us to get in and out, and while there is a pet fee ($35 a night I believe) it is totally worth it, especially when they helped us treat him so well, even having some treats for him. That alone was just so sweet. We will likely be back this year and we cannot wait to stay here again. If you are even thinking about it, do it as we have a feeling this place will really take off as more and more people...