Casa Grande Hotel

Very disappointed. The hotel bills itself as a luxury hotel an it has the potential, with the spa and restaurant and structure… but what it lacks is the art of hospitality and the culture to elevate it to a luxury hotel. To start with, the front desk staff are tripping over themselves trying to figure out the simplest of tasks. The food at the restaurant was rancid. Both of us got violently sick an remained sick of food poisoning for several days. I prepaid and asked for a room away from the construction. Come to find out no refunds, and no rooms away from construction. Don’t spend your money here. You will be disappointed.

If I could give this a zero I would. The staff are trying to help but at this price point I should have a working thermostat. Their solution for a cooler room is to have a man stand in the room with a fan until he sees the temp go down. Apparently the thermostat is for looks and does not actually work.

First there were bugs crawling on my towels , they called them my little friends and moved me after I tried to check out. Wall paper peeling, pipes make noise lots of staff makes you wait while they print a receipt and make you sign for breakfast that’s free. They know the room key cards fail often I was locked out of my room as well as other guests constantly and I was blamed for having it near my cell phone. checked out 22 days early after I woke up to staff coming in my room while asleep at midnight. Better management and maintenance is needed. Another co worker left also because despite 6 people at the desk getting a receipt to do an expense report was a 30 min process. Price list for towels and wash clothes is tacky. I was made to wait while they sent someone to check the mini bar upon check out.

On the evening of January 24th, at around 6 PM, I arrived at Casa Grande Suites to check in. However, the front desk staff, Adriana, kept delaying the check-in process without providing any explanation. Despite my repeated inquiries about whether there were any issues, she insisted there were none but still refused to assist with the check-in. At 7 PM, Adriana finally informed us that there were no rooms available and directed us to another hotel, stating that the room there would be larger and more comfortable. However, upon arrival at the other Casa Grande Hotel, we were given a 33-square-meter room, whereas my original booking was for a 44-square-meter room. When I asked if they could provide a room of the same size as my original booking, the manager told me over the phone that they had a luxury room available but that I would need to pay extra. I explained that I would be leaving at 5 AM the next morning and had no need for a luxury room—I only required a room of the same size as the one I originally booked, as the current room was too small. Eventually, they showed us a larger room, which I agreed to take. However, after we had gone through the trouble of moving all our belongings to the new room, the manager called again, asking for an additional payment. When I questioned why this wasn’t communicated upfront, the manager began blaming us, claiming it was because we had canceled and rebooked. This explanation made no sense, as canceling and rebooking is irrelevant when there are no available rooms to begin with. This entire process was highly frustrating. First, the hotel overbooked its rooms. Second, they relocated us to a smaller room than what we had reserved. Third, they failed to communicate additional charges beforehand, waiting until after we had moved into the new room. Fourth, the manager shifted the blame onto us for “canceling and rebooking,” which is completely unreasonable. We spent hours dealing with this situation and only finished at 8 PM, far too late for the 7 PM dinner reservation we had planned. Considering we had informed them that we were leaving at 5 AM, it’s baffling that the manager chose to focus on such trivial matters instead of resolving the issue efficiently. In addition, the manager’s handling of the situation was completely unprofessional. Their problem-solving skills were inadequate, their attitude was confrontational, and their English proficiency was extremely poor—raising serious questions about how they could hold a managerial position at a five-star hotel. I would, however, like to commend the front desk staff(women) at Casa Grande Hotel, who were polite, professional, and maintained a smile throughout the ordeal. Their English was also far better than the manager’s. I strongly suggest replacing the current manager with someone more competent and customer-focused to ensure better service in the future. This would undoubtedly improve the reputation and overall experience at your hotel.