Hotel Granduca — Restaurant in Houston

The WORST 5-Star hotel experience we’ve ever had. Things started well with a complimentary glass of Prosecco at check-in and a free room upgrade via our Chase Sapphire Reserve card, but everything thereafter went downhill. This hotel has potential, but the lack of communication, service, and follow-through ruined our stay.

After the valet unloaded our Tesla helping my wife and son to the room, I went to park / charge at the hotel’s free Tesla charging station. Unfortunately, there were no “EV Only” signs, so gas-powered cars constantly blocked the two available spaces. When I walked back in less than 10 minutes later asking the same valet for directions to the elevator he suddenly ran up to me half way down the elevator hallway demanding to see my room key. I felt that was unnecessary and somewhat confrontational. I've never been made to feel that way at any hotel.

Housekeeping's failures became annoying. Just a few hours into our stay, we requested extra towels and washcloths. After 90 minutes of waiting we called the front desk and cancelled so we could go to bed. Towels eventually showed up the next morning but were left on the dirty hallway floor outside our door. No washcloths were provided in the overnight hallway drop off so we made a 2nd & 3rd request directly with the front desk team and they still never any to our room.

Repeated quests for room service (food, coffee and or ice) simply never arrived on our two night stay. On our final morning, we wanted to use our Chase Sapphire Reserve's daily breakfast credits so we ordered room service at 6:50am but by 9:05am nothing was delivered. At this point we decided to pack up and check out. 3 minutes before walking out they delivered the ice but nothing else.

Dining was no better. Breakfast at Remi took more than 45 minutes to arrive even though there were only three total guests in the restaurant one of which was seeking to pay out. After breakfast we started walking out upon which the bar tender asked “Are you lost?” to which I said “No”. He then said… “Are you sure?” At this point I realized the situation. It was because I was wearing an OU Sooners Polo when it was College's Football opening day with #1 Texas Longhorns playing #3 Ohio State that morning at 11:00am. I said "I know where I’m going" and walked away with the family.

We had numerous additional issues including double room night charges that took 6 days to resolve. We called the hotel 4 times but no manager ever called us back. We had to call Chase Sapphire Biz Reserve customer service to get everything fixed and credited back to the card. Overall, this was easily the worst so-called luxury hotel experience we...

Incredibly disappointed by the service, minus the valet guys.

Booked a night due to power outages from the tornado that came through Houston on May 16th. The power went out during the night but came back on shortly after. It went out a second time the following morning around 9 or so.

We went down to reception and asked if we could extend our stay a second night but they could not check the system because of the power outage. Fair. We asked if we could leave our things and come back after we check on our power. They said we have to be back by 1pm because they don’t know if someone has the room. Fair.

Came back before 1pm and still no power. We again asked to extend the stay, but once again… could not answer us. We asked if we could just keep our things in the room or what. They said we can also just leave our things at the front and continue to call and check in on the power. We did, as requested.

We leave and proceed to call every hour, as they recommended. Kept getting told that the manager would call back. Never did. We go back to the hotel around 4? And waited for the manager to speak to us. Waited at least 30 minutes.

Mr. Vargas comes out to tell us that he already sold our room because we checked out. Buttttt he has a smaller room available buttttt is not allowed to sell it for less than 2 nights at a rate higher than our original suite anddd would only be able to let us know after 7pm whether it is an option and we’d have to let him know asap to hold the offer.

Excuse me but you told us to check out. Don’t make it seem like you’re doing us a huge favor and we’re getting the deal of a lifetime. We did not check out cause we were trying to shop around for better rates/hotels, so please do not try and make it seem like it was our fault. We were also patiently calling every hour for an update on whether we could get back our original room or not. His whole approach was just salesman 101.

I was honestly surprised by the lack of protocol when there is a power outage, especially for an establishment that’s been open for years. I get that Houston never gets tornados, but we often get hit with hurricanes that cause power outages… unless that’s how you train your employees then bravo.

I understand that this is a place of business but you are also supposed to be customer focused. This is not what I expect from a so called 5 star hotel.

Will not be coming back. Hotel was also very...

We actually live in the area and have stayed at this hotel many times as a staycation. However this most recent time we stayed here there were many issues. First of all, one of the floors, which is supposed to be smoke-free had a heavy smoke smell even with masks on. My daughter and I both have asthma so when we walked into the room I immediately had to turn around. So we had to be switched rooms.

After being switched, we try to go down to the pool which took us an additional 45 minutes. As soon as we walked into the pool another family and I were both told that the pool was at capacity and we could not come in.

We eventually get into the pool area. There was a drunk couple and the woman was cussing and yelling very loudly. There were many people that could hear. Amazingly none of the staff spoke to this lady or did anything to alleviate the situation which was quite embarrassing.

The next morning we met the same family at the pool area and had an experience where we asked for a late check out due to everything that happened. We were given a late check out of 12 o’clock however an adjacent couple of a different race was given a much later check out time. They were also talking about how their experience was in adequate and not up to par that it normally has been.

While we were sitting there and it was only 11 AM , an employee brought down the other families luggage without their permission to the pool! She never said that she was ready to leave and on top of that it was not even her check out time.

When I was about to check out there was an issue with the bill to which instead of giving us the bed/breakfast package -which was included in the hotel, I was actually charged double. My children said the breakfast was not even good. Instead of just taking it off I had to wait 30 more minutes while the car was running with my daughter for them to finally take it off the bill without much of an apology.

I emailed corporate as well as the hotel manager and neither one of them has returned a response at all! I’m very disappointed in a hotel of this stature lacking in customer service. I waited to give a review because I thought I would receive a reply message but I have not. So clearly they are not concerned with customer...