I booked a luxury three night break at this hotel, supposedly in a Park View room, as a special treat to celebrate my husband’s 50th birthday.
Although the food was nice both the accommodation and customer service were extremely poor.
Despite our booking company's written booking confirmation clearly stating a Park View room we were not given one. Instead we were put in a truly miserable, gloomy, shabby and dirty room (room 208). Its only outlook was of a roof immediately in front of the window, air con ducts and other service installations. I had previously assumed that there must be some minimum standards for rooms in 5* hotels but it appears not.
A manager did eventually deign to speak to us but did not show the slightest sympathy for our situation, engage with our concerns or offer to do anything remotely constructive. Even a simple apology was never going to happen.
In conclusion, Jersey is a lovely island with a good choice of hotels. We have visited before (a different hotel where we had a thoroughly enjoyable stay) and we intend to return. I can accept that the better grades of room at the Grand may be absolutely lovely, and that our unfortunate experience could be an isolated one, but we certainly won’t risk going there again.More
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