At $500+ per night this should be a glowing review. If you are going to command those types of prices, you would expect that superb service, consistently delivered and an attention to detail would be a given. Plus you would expect access to all the amenities the hotel advertises. Unfortunately GPH fell short in this regard. However, I will give them big props for the professional and responsible way they respond to the issues once they are brought to their attention.
Warning. This hotel is not for the budget traveller. We came intending to splurge, but even I raised an eyebrow based on some of the prices for food, beverage and in-room sundries.
We arrived hungry so we went grabbed some food in the Jade Bar. Two Burgers with fries, two cocktails, coffee and a slice of cake set us back $139. It was a trend, not a fluke.
As you have probably seen in other reviews, the Terrace was closed to hotel guests for "renovations." Of course it was completely functional for a private event that same night. This left only the SMALL Jade Bar and the larger Rose Bar available to hotel guests. However, at 10:00 PM the Rose Bar turns into a members only club and has limited availability for hotel guests. We were lucky enough to learn of this early enough to book access, but the guest who arrived after us could only be placed on a waiting list. The hotel does communicate this on its website, but it only takes on real significance when you arrive to find the Terrace unavailable.
The other thing a five star hotel should be all about is its in-room service. GPH missed this memo. Room service wait times were atrocious. A 30 minute promised wait time for continental breakfast turned into a second call at the one hour mark with final delivery taking another half hour more. Price for two with tax, tip and service fee was $87. We placed a call late evening for a bucket of ice and a second call 50 minutes later to the front desk to inquire as to where it was? In my view this level of service at this hotel is unacceptable at any time for any reason.
Complimentary champagne is a nice gesture but how many bottles can you drink? In all seriousness, that when alerted to problems they did what they could to assuage the disappointment.
The hotel which was renovated back in 2006 is starting to show some wear and tear in the guest rooms. The biggest fail involved the bathroom. After a long train ride, we so looked forward to a good soak in the luxury tub we specifically chose this hotel for (we even turned down an upgrade to a suite just to get this room). Instead we spent fifteen minutes turning, twisting and fiddling wit the water valves to coax hot water out of the spigot. At that moment I was thinking more tenement than 5 stars. Again, to their credit, once notified, maintenance promptly repaired the problem, but how is it that something like this had gone undetected and unrepaired? Details.
There have been some other reviews noting disappointment about the staff, in this regard I would disagree. Austin at the Concierge Desk was professional and attentive. Matt at the front desk was responsive as well. I am going to suggest that they do the best with the situation they are handed and the tools at their disposal. The issues noted in my review lie on the desk of the General Manager and her management team.
hotel reviews