My hubby and I (along with our family) stayed at the Grand from May 16-23. This is our 3rd trip to the Grand hotel….we love this hotel along with all the other Iberostar resorts. These resorts are the only ones that we travel to over and over again! This past trip, we had Victor as our butler for the first couple of days. He was very friendly. This is our 3rd time back so we know the drill about the room/pillow menu/etc. We immediately ask for our usually pillows, special room requests....and our usual bottle of Captain Morgan and Absolute Vodka (that we ALWAYS had delivered from our trips to Mexico and Punta Cana Grands). He told me that they were no longer allowed to give bottles in the room! I swear to you! He said when we wanted a drink to call room service!! I was very upset (especially since this is a feature that we loved!) but didn’t get upset at him because this was not his fault, right??!! And I must have “missed” this change being discussed on tripadvisor, right?! After two nights, I called him and expressed how upset I was about this (especially since room service took 50 minutes to bring a small serving enough for one drink, and because of the fact that we love nothing more than having a cocktail or two on our private balcony before dinner!). Victor said that he would check with his supervisor to see if he could make a “special” exception for us. Go figure, the next night we had one bottle of Captain Morgan! So I gave him a generous tip (not that we weren’t going to anyways- we love to, and always do tip- but gave it early as he did us a “special favor”). I really didn’t think about it again until I just signed on to this site to read recent reviews and saw that everyone was still getting bottles- with not a mention to this feature being “done away with”.
Why would this have happened to us? Has anyone had a similar experience? The Grand Paraiso was our favorite hotel in the world and now I can’t help but feel…cheated? Lied to? This is not a huge deal but it definitely makes me think twice about going here ever again….It hurts me to ever talk negative about this place at all but what the heck! Thoughts???