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“Terrible service and non-responsive management”

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Hotel Granduca Houston
Ranked #2 of 508 Hotels in Houston
Certificate of Excellence
Washington DC, District of Columbia
1 review
“Terrible service and non-responsive management”
Reviewed 29 April 2014

The hotel has a nice pool and the rooms are decent but all of this was overshadowed by terrible service throughout our stay recently. We waited for more than an hour at the pool for a server and had to track one down who seemed annoyed that we wanted to order something. Delivery of the food was slow and follow-up non existent. The next morning our breakfast experience was horrible. Rude staff followed by extremely slow service and then in correct orders. We also were stranded at the mall for ninety minutes and repeatedly told the shuttle was five minutes away. We ended up taking a cab. We requested a newspaper that never arrived and the housekeeping staff came to clean our room at 430 pm when we were trying to get ready for dinner. Each time we tried to address our concerns with a manager we were told one would call because they were never on duty but that never happened. Instead we received a passive email after we returned home. I have to hope a city like Houston has much better options than this hotel

  • Stayed April 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Erica H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Anna W, Front Office Manager at Hotel Granduca Houston, responded to this review, 2 May 2014
Dear Guest

Thank you for staying with us at Granduca.
Kindly accept my sincere apologies for the mishaps and lapse in service during your stay. We value all of our guests and do our best to make every experience with us as enjoyable as possible and we are terribly sorry we fell short.

I can assure you that what happened in your case is not typical of Hotel Granduca’s level of guest service. We are committed to providing you and all of our guests with the highest standards of service in the industry.

We sincerely hope you will consider staying with us again. We would appreciate the opportunity to exceed your expectations.
We look forward to your return.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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775 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (137)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Russian first
  • Spanish first
  • Any
English first
Houston, Texas
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 28 April 2014

Great property. Very quaint and intimate. The service was outstanding, but not stuffy. The staff went out of their way to make sure all of the little things were taken care of during the stay. Complimentary transportation to and from a local restaurant. Perfect flower arrangement I pre-ordered for my wife. Complimentary upgrade. Normally, we would stay at the St. Regis, but we didn't have a great experience on our last stay so we decided to try something different. We will definitely be back

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Steve V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Anna W, Front Office Manager at Hotel Granduca Houston, responded to this review, 22 May 2014
Dear Guest

Thank you for sharing your wonderful experience with us. We are so excited you enjoyed all that Granduca has to offer and more... It is truly a very special place in the heart of our great city. We all look forward to seeing you again when your travels take you back to Houston.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
glasgow
Level Contributor
67 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 28 April 2014

I am staying in Houston through my husbands business we decided to take a trip to area called uptown where the hotel is on arrival had pleasant check in we had booked executive suite we were not disappointed the suite was huge with separate bedroom and kitchen which is fully equipped.
This is a lovely 5 star hotel which means food and drink is pricey breakfast will set you back 60$ sides of fruit 8$ across from hotel small mall and some good eateries there is courtesy bus that will take you to Galleria which is huge and shoppers paradise only fault I could give was our room faced front and traffic from freeway was loud all night but would not put me off returning sheer luxury 10/10 will be back.

Room Tip: Don't stay at front as for back for noise reduction
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  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank carol072
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Anna W, Front Office Manager at Hotel Granduca Houston, responded to this review, 22 May 2014
Dear Guest

Thank you for sharing your wonderful experience with us. We are so excited you enjoyed all that Granduca has to offer and more... It is truly a very special place in the heart of our great city. We all look forward to seeing you again when your travels take you back to Houston.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Plantation, Florida
Level Contributor
39 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 27 April 2014

This is the first time I've stayed at the Granduca. It came highly recommended and it was an exceptionally comfortable place to stay. The location was outstanding. Across the street were numerous upscale services. And it is a short jaunt to the Galleria. It is now my first choice in Houston.

  • Stayed April 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank banxtok
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Anna W, Front Office Manager at Hotel Granduca Houston, responded to this review, 22 May 2014
Dear Guest

Thank you for sharing your wonderful experience with us. We are so excited you enjoyed all that Granduca has to offer and more... It is truly a very special place in the heart of our great city. We all look forward to seeing you again when your travels take you back to Houston.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Houston, Texas
Level Contributor
113 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed 14 April 2014

A little bit of granduer in Houston, Good staff/service, great bar with piano, terrific restaraunt, and convenient to the Galleria shops and Westheimer restaraunts, but still tucked away from the hustle and bustle of Houston. Nice sized room and well appointed. A little pricey, but a classy place.

  • Stayed December 2013, travelled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
1 Thank LondonRebel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Anna W, Front Office Manager at Hotel Granduca Houston, responded to this review, 22 May 2014
Dear Guest

Thank you for sharing your wonderful experience with us. We are so excited you enjoyed all that Granduca has to offer and more... It is truly a very special place in the heart of our great city. We all look forward to seeing you again when your travels take you back to Houston.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Mobile, Alabama
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 7 April 2014

Stayed at the Granduca for a wedding this past weekend. Service was good. Didn't get any room service. Hotel was very classy and wish I would of had time for the pool, it looked very nice. Make sure you read the price list before you dive into any snacks in the room...They can add up quick. Really if you wanted to save a little money you can park on the street in front of the hotel, it isn't highly traveled and will save you $18-$24 a night. Houston has a number of taxes they charge so be prepared at check out. Nice little shopping center across the street with a good late night wine and cigar bar.

  • Stayed April 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Grey O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Anna W, Front Office Manager at Hotel Granduca Houston, responded to this review, 22 May 2014
Dear Guest

Thank you for sharing your wonderful experience with us. We are so excited you enjoyed all that Granduca has to offer and more... It is truly a very special place in the heart of our great city. We all look forward to seeing you again when your travels take you back to Houston.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Houston, Texas
Level Contributor
135 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed 30 March 2014

We stayed one night at the hotel while doing a city tour of Houston. The hotel is lovely and a great location near restaurants and shopping. But as lovely as it looks, they really fell down on the little details. They asked what paper we would like in the morning, but none was delivered. And the coffee cups in our room were too big to fit in the coffee maker, which meant it would not turn itself on. Really? I can't believe no one else had this issue in the room.
The staff did respond quickly, bringing us a pot of coffee when we called, so that at least was taken care of.
We also ate dinner in the restaurant with 3 other couples staying at the hotel. The service was so slow. We had to ask them if we could order drinks before dinner, after sitting there for quite sometime. And then when we asked to split the bill by couple, 20 minutes later they brought us each back a bill with every single item split every which way. It was crazy! Each of our receipts was a foot long (not an exaggeration). When we asked to see the manager, the wine steward was sent out to talk to us.
While the staff is very sweet and made every effort for apologize, this really comes down on the management - or lack thereof.

Room Tip: Ask for one over the pool.
See more room tips
  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank LibbyJ6789
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Anna W, Front Office Manager at Hotel Granduca Houston, responded to this review, 22 May 2014
Dear Guest
Thank you for taking the time to share your experience at Hotel Granduca.
Here at Granduca we take great pride in our customer service and we strive to exceed every guest's expectations. We apologize if we fell short on some of the details. I assure you we are doing everything we can to address your comments and we hope that we can welcome you back to Granduca very soon.

Kind regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hotel Granduca Houston

Property: Hotel Granduca Houston
Address: 1080 Uptown Park Blvd, Houston, TX 77056-3202
Phone Number:
Region: United States > Texas > Texas Gulf Coast > Houston > Great Uptown
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Luxury Hotel in Houston
#8 Romantic Hotel in Houston
#31 Business Hotel in Houston
#65 Family Hotel in Houston
Price Range (Based on Average Rates): £££
Hotel Class:5 star — Hotel Granduca Houston 5*
Number of rooms: 122
Official Description (provided by the hotel):
A boutique hotel located in one of Houston’s most exclusive neighborhoods, Hotel Granduca Houston blends Italian sophistication with modern, personalized amenities, offering travelers a luxurious escape in one of the county’s most dynamic cities. Featuring 122 residential-style rooms and suites designed to evoke the grandeur of an Italian Palazzo, Hotel Granduca Houston boasts an award winning restaurant, Ristorante Cavour for upscale dining; Il Giardino for casual outdoor dining; an elegant ballroom, Salone Rialto; four state-of-the-art executive boardrooms; and an inviting Veranda and pool with adjacent fitness center. Hotel Granduca Houston and its sister property, Granduca Austin, are the only hotels in Texas to receive the Leading Hotels of the World distinction. Leading Hotels of the World is a private collection of independent, luxury hotels throughout the world. Hotel Granduca was conceived as part of Uptown Shopping Park, a European style outdoor shopping plaza, featuring fashionable shopping and restaurants, all adjacent to the hotel. For more a more comprehensive shopping, Hotel Granduca offers complimentary car services to the world acclaimed Houston Galleria and the new River Oaks Shopping Center in the hotel’s own Maserati. Designer boutiques and shops for men and women, fine-dining restaurants, cafes and entertainment and High-Fashion Luxury Shopping in Houston are all within minutes of Hotel Granduca. ... more   less 
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Also Known As:
Granduca Hotel Houston

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