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“No Room at the Inn”
1 of 5 bubbles Review of The US Grant

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The US Grant
Ranked #46 of 279 Hotels in San Diego
Certificate of Excellence
GreenLeadersSilver level
San Francisco, CA
Level Contributor
34 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
“No Room at the Inn”
Reviewed 25 July 2012

We recently booked a 300 sq. ft. room with a king bed for a weekend stay at the US Grant with a $55/day breakfast credit. I noted on the reservation that we would be arriving after midnight. I mistakenly specified the number of guests as 1, not 2.

Got the the hotel around 1. Got our room key and went up to our room. It was tiny (much smaller than 300 sq. ft.), and the bed was a double, not even a queen. This was not going to work for the two of us. Went back downstairs to be told there were no rooms in our category and that the room had been downgraded because there was only supposed to be one guest so they figured it wouldn't be a problem.

Obviously it was a problem so we demanded the room we had booked or to move us to another hotel. After about half an hour of being told there were no rooms at the hotel with king sized bed, nor were there any rooms at other Starwood properties, the front desk magically found us a room. They told us we would have to move rooms the next morning, which was satisfactory.

So there are two real problems here:

- Being sent up to a room that was obviously unsuitable for two guests without being told that there was a problem. I can even understand the hotel downgrading the room because they thought there would only be one guest, but the downgraded room was so inferior to what I had booked that even if it had only been me staying at the hotel, I would have wanted a heads p that there was a problem (and would have expected some compensation for paying for something I wasn't getting).

- Being lied to that there were no rooms with king sized beds when obviously there were.

We had several other problem during our stay:

1. The front desk sent up a fruit bowl as a nice gesture, but they did not bother to call and leave us a message about it until after 11 PM the last night of our stay. So we never got it.

2. The breakfast credit was incorrect on our bill (around $50 in the hotel's favor). It would have been easy for us to miss this, too.

This is a nice property with a lousy front desk. The room we finally got was very nice, and the breakfast was good (not great) as well.

  • Stayed July 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank ashlandfan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Douglas K, General Manager at The US Grant, responded to this review, 28 July 2012
Dear Ashlandfan,

Thank you for providing us with an accurate description of your experience. We realize that our lack of proper communication, follow-up and failure to deliver our promise had resulted in great disappointment and frustration on your part. We too are very disappointed, and very sorry for not having been able to recover and transform your experience from a negative to a positive one.

We welcome you to contact us should you wish to discuss this further especially if there is a need for us to correct your breakfast charges. I may be reached at doug.korn@luxurycollection.com.

Sincerely,
Douglas R. Korn
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (530)
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English first
Los Angeles
Level Contributor
68 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed 25 July 2012

I was only here for one night and booked this hotel because I heard it was a very historical and beautiful hotel. The location was great as it is close to lots of restaurants, the mall, and entertainment areas. I valet parked my car (only option for $33 per night) but the staff was wonderful and very efficient in getting me in and out. The room was beautifully appointed with original painting on the headboard. The room was sunny and light with hardwood floors and a good size bathroom. All these wonderful things means nothing when the air conditioning system in my room was so loud at night that it woke me up several times during the night. I was actually startled awake because it was so loud. I finally had to turn the ac off at 4:30am so I could get a few hours of sleep before the start of my day. I would not stay here at again.

  • Stayed July 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank venicegirl05
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Douglas K, General Manager at The US Grant, responded to this review, 28 July 2012
Dear Venicegirl05,

We apologize for not having been able to provide you with a comfortable and relaxing stay because of the noise from your room's air conditioning system. We assure you that despite our hotel’s historic nature, what occurred in your room is not typical of all our guest rooms. As a matter of fact, if you had the opportunity to report this incident prior to your departure, this problem would have already been taken care of by our team of engineers.

We are concerned at how this incident had greatly impacted your impression of our hotel, enough to choose not to stay with us again. Should you give us a second chance to serve you better on your next visit to San Diego, we welcome you to contact us so we may prepare for your arrival. You may reach me at doug.korn@luxurycollection.com.

Sincerely,
Douglas R. Korn
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Western Australia
Level Contributor
47 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 25 July 2012

OMG what a truly wonderful way to start a family holiday.
From the moment we arrived from Australia to the day we left it was memorable. Excellent location, staff were courteous and helpful. The rooms were beautiful, bed was to die for. But the best was the breakfast's. Our first morning in, not sure where to go so we decided to try the restaurant, well let me tell you we had breakfast there for the next 3 days. Wonderful service, beautifully laid out and the food was divine, the prices were amazingly good and the servings was huge. I must comment that the young man who served us every morning was lovely, he deserves a payrise!.
We will with out a doubt be staying there again. Thank you for getting our holiday off to a wonderful start!!!

  • Stayed June 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank TNTWesternAustralia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NFBD, Manager at The US Grant, responded to this review, 27 July 2012
TNT,

thank you for choosing THE US GRANT for your San Diego exploration! We recognize that when we have the blessed opportunity to enjoy holiday with the family it should be a rewarding experience! It is fantastic to hear that we assisted you with a successful and enjoyable experience in San Diego!

The Grant Grill team do perform wonderful service to our in house and local area guests and every great day begins with an even better breakfast! They do not fail to deliver as you experienced!

Bon voyage as you continue your vacation and we look forward to seeing you the next time you make the journey across the Pacific!

Sincerely, Nathan Davis, Director of Operations
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Edmonton, Canada
Level Contributor
10 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 23 July 2012

Just returned from a 5 day stay at the US Grant. Our room was clean and tidy with a very small view of the water off in the distance. Housekeeping was very attentive and ready to get under way by 8:30 am daily and also provided a daily turndown service. We ordered a mini fridge for our room in the morning and it was there when we returned later in the day. We had breakfast in the hotel and came away unimpressed considering the prices being charged. I think that they should install a small coffee bar somewhere in the huge lobby perhaps in the gift store which was never open. The location is about 5 blocks from the water and across the street from Horton Plaza. I was surprised by the number of homeless people in the area.

  • Stayed July 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank RoyT2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
NFBD, Manager at The US Grant, responded to this review, 27 July 2012
Dear RoyT2010,

We keenly listen to our Global Explorers that venture our historic halls who see the potential that continues to exist in creating a better experience than what we deliver today! With 102 years of history in the making we thank you for your balanced feedback and contributions to writing our future of tomorrow!

We occupy one downtown block in a beautiful city that has so much to offer for people of all types. THE US GRANT delivers a colorful experience that our Global Explorers seek and when they share their creative inspirations with us we feel the value of the stay transitioning from a customer-provider relationship to one of a partenrship. We enjoy this relationship most of all!

Please come visit us again and experience the transition of our hotel and neighborhood in the years ahead as it has already seen such tremendous change through it's existence much more is promised in the future!

Sincerely, Nathan Davis, Director of Operations
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
calgary
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 23 July 2012

Being that this hotel is touted as 'high end', I'd like to share the following with you.

We booked 3 nights. On the second night, at 6pm after a day out on the town, we found our room keys did not work. We had to get new elevator & room keys from the guest services. On the first night I tried calling guest services from our room and it rang over 30 times and no one answered. Finally had to go down to the front desk (brutal!). On the second night we asked for a mini fridge (which it says "they'd be happy to provide on request"), but after 3 hours, nothing. Called again, nothing.
We also called for in room dining. Sat on hold for 25 minutes until they took our order, (they said they were having problems with their phone system). Food took 75 minutes to arrive, was cold, etc.

I'll tell you, for the price of this hotel you would expect a LOT more! The service here was nothing more than a basic MOTEL! Very disappointed to say the least!

We booked our room through Expedia btw. We now wonder if this is standard treatment for those who book a 'deal' through a 3rd party such as Expedia? Interesting to say the least!

Would never stay at this hotel again unless it was $100.00 per night or less.

Room Tip: No ice machine on floor #9, and took 30 minutes for ice to arrive after guest services offered to de...
See more room tips
  • Stayed July 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Scott J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Douglas K, General Manager at The US Grant, responded to this review, 28 July 2012
Dear Scott J,

We are terribly sorry to hear about the lapses in service that you experienced during your stay. We had technical challenges with our computer systems that greatly affected our daily operations. Since the problem was unexpected, we were not adequately prepared and did not anticipate the impact that it would have on our valued guests.

We deeply apologize for the inconvenience this matter has caused and we welcome you to contact us should you allow us to have another opportunity to serve you better on your next visit to San Diego. You may reach me at doug.korn@luxurycollection.com.

Sincerely,
Douglas R. Korn
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dallas, Texas
1 review
Reviewed 22 July 2012

I stayed one night on 7/20/12 in the signature suite. I was traveling on business (and an SPG member) and didn't really pay attention to exactly what a signature suite is. Its a room with no view and the window frosted out. Very disappointing from a supposed 5 star hotel. To US Grant Mgt: 5 star hotels don't false advertise their rooms.

  • Stayed July 2012, travelled on business
    • Rooms
Helpful?
Thank Rob R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Douglas K, General Manager at The US Grant, responded to this review, 28 July 2012
Dear Rob R,

We are concerned that there might have been a miscommunication with regard to your room type for our Signature Suites all have windows. We apologize if the room category you stayed at failed to meet your expectations.

We welcome you to contact us if you wish to discuss this further. I may be reached at doug.korn@luxurycollection.com.

Sincerely,
Douglas R. Korn
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Concord, California
2 reviews
Reviewed 22 July 2012

I enjoyed my stay at the US Grant. Its a historic hotel in the heart of the City. Convenient to downtown and, for an attorney, most all of the state and federal courts and agencies, it's a classy hotel with very courteous staff. Rooms are comfortable and upscale. Wireless Internet access is somewhat spotty (annoying), and is not included in room rate, (very annoying).

The grand foyer and Grant Gill restaurant are great places to relax and/or meet with clients. Valet staff are very helpful and efficient.

Overall, a good experience.

Room Tip: Ask for an outward facing room, otherwise you face directly into another room about 10 feet away and...
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  • Stayed July 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jon W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The US Grant

Property: The US Grant
Address: 326 Broadway, San Diego, CA 92101-4800
Phone Number:
Region: United States > California > San Diego > Downtown
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#6 Romantic Hotel in San Diego
#18 Luxury Hotel in San Diego
#18 Green Hotel in San Diego
#26 Business Hotel in San Diego
#32 Family Hotel in San Diego
Price Range (Based on Average Rates): £££
Hotel Class:5 star — The US Grant 5*
Number of rooms: 270
Official Description (provided by the hotel):
Our Luxury San Diego Hotel offers an exquisite experience in one of America's finest cities. The US Grant has a luxury experience with a historic feel to make your trip to San Diego memorable. ... more   less 
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Also Known As:
The Us Grant Hotel San Diego
Us Grant San Diego

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