Casa Grande Suites

Very friendly staff. Rooms are big & comfortable. Some rooms might be slightly noisy.

Rooms are comfortable but service is not good. Guests don't have full control over room temperature and heater is constantly on, forxing one to leave windows open and get exposed all day all night to busybtraffic and strong street pollution. My room wasn't cleaned for 2 of the 7 days I stayed there despite a request. Very inefficient check in and out, and hotel promises to pack a take-away breakfast for red-eye flights yet neglects to do so. Staff attention has gone downhill since last year.

When we arrived, the woman at the reception desk, had a frightened look and disappeared into the back office. We did not expect this. We expect, when you arrive at a 5 Star hotel, to be welcomed, take a copy of passport, credit card and be given a room key. NOT SO! She went into the back office and got on her cell phone. We did not understand. After a long time she came out and passed the phone to us. A far away manager, said the hotel was over booked, but they had booked us instead in their sister hotel. CRAZY. Even though they had all our contact information, they did not choose to contact us until the minute we arrived. They created a big mess. There were lots of delays, as it then took them over 40 minutes to find a taxi and take us to the sister hotel, where check in was also significantly delayed. The room was much smaller and less than the room we booked. It was not an adequate replacement. There was no compensation. The rudeness and incompetence of the staff. Hard to believe that a 5 star hotel would overbook and then, forget to contact you in advance to make adjustments. Below all standards.

Hotel does not honor a guaranteed reservation. We chose this hotel specifically because it offers suites. I have a medical condition and need extra space for my medical equipment. When we arrived at the hotel, we were kept waiting for about half an hour before being asked to speak to a manager on the phone. That manager explained that they had no rooms for us but that they had booked us at their sister property in a "better room" after arguing with them for an additional hour it became clear that nothing could be done. They had given our room to a Japanese tour group whose bus we saw arriving. While the hotel had both our telephone number and e-mail address, they did not think they should alert us to the problem, until we had already arrived absolutely exhausted from an early flight. They promised that they would send us to the sister property at their expense but we ended up waiting for a transport for yet another half hour. Mind you, taxis were driving by the property every minute. When we finally arrived at the other poperty the "better room" turned out to be a much smaller room than the one we had reserved. Typical bait and switch. I would avoid this hotel at all cost, especially if you expect to arrive needing a rest.