Very disappointed with our stay at Grayson Hotel.
We booked 3 nights in city view rooms, but one of the rooms had an AC unit that sounded like a plane jet engine. We literally could not sleep because of the noise.
We reported the issue before leaving the hotel at 10:30am and requested either a repair or room change. Front desk said they would follow up with a solution, but nobody contacted us. When we returned in the evening, the problem was still unchanged.
What made the situation worse was being told that “all rooms are like this due to city safety regulations,” even though we had booked 2 rooms and the AC in the other room was functioning perfectly fine and quietly.
After complaining again, we were offered either another room on the 24th floor with the same noisy AC, or a room on the 5th floor despite having booked city view rooms.
Eventually, hotel manager Jeff helped move us to a junior suite on the 4th floor. While technically an upgrade, the room faced directly into office buildings across the street, leaving almost no privacy and no real view.
Housekeeping was also disappointing. Coffee capsules were not replenished, and when we requested caffeinated capsules, the wrong type was sent and did not fit the machine in the room. Coffee cups were also not properly replaced — there was only one cup left for two guests.
I had also specifically requested a room away from the elevator and was assured the assigned room was far from it, only to discover it was directly beside the elevator.
During checkout, we were also charged for one day of breakfast even though our booking included breakfast for 2 guests for all 3 nights. While the first 2 days were correctly not charged, front desk conveniently charged us for the 3rd day.
After I pointed out the mistake, the charge was refunded. I understand mistakes can happen, but what was unacceptable was the complete lack of apology. Instead, the interaction made it feel as though the mistake was somehow ours rather than the staff’s.
At this point, the issue was no longer just the room itself, but the overall attitude and handling from the hotel staff. We were not trying to make things difficult, yet throughout the stay we were made to feel more like an inconvenience rather than welcomed guests.
Problems can happen at any hotel. What matters is how guests are treated when issues arise — and unfortunately, that was where Grayson Hotel failed the most.
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