Customer ReviewsforGrand Hotel Orlando At Universal Blvd

We stayed for the hurricane. I was told on the phone there was no pet fee, then there was one when I showed up. They only had one person working and other people did not jump in till later. It took an hour and a half to check out, as well as check in due this. The walls were DRIPPING with condensation. I wish I could add photos of the room it was nasty. We didnt complain since the hurricane and one person working and it wouldnt have even been an issue if they had charged me right, i thought i was booking a cheap hotel anyways so i didnt have much for expectations. I also had an extra charge for 75$- and they verified that i did not incur any other extra fees. I scrubbed the mold of the bathroom tile so i would hope so!. They said that they were going to atleast get rid of that charge, but never did. The pet charge dispute it depended on who I talked to. Either way no one was able to do it, even when they said they would they couldnt get the right department on the phone. My 130$ stay turned into a 250$ ordeal. It's very sad that this company is misadvertising prices during a state of emergency. Aother issue with what I paid were they insisted it was a 3 day special rate but I had a resident special for 2 days. There is still some confusion as to weather or not i was actually charged a pet fee or extra day. Nonetheless my card statement does not match the recipts I have.

Dear Guest, We sincerely apologize for the inconvenience caused during your recent stay with us. Please be assured that we take your comments very seriously and have shared them with our team to investigate and resolve. We will soon compensate you on the unused night and communicate via email with all relevant documents. We hope to welcome you again. Sincerely,The Hotel Management

I wish zero stars were an option. We were only supposed to stay 2 nights. Upon checking in, I noticed the smell of mold. Decided not to complain as we were just sleeping there. The next night, we returned to the bathroom flooded. Housekeeping had clearly been there as the beds were made, but we hadnt been there at all from 7am until we got back at 11pm. Called the front desk five times for them to tell us everyone was too busy to come help us so we needed to figure it out ourselves even though we paid the amenity fees. We checked out immediately and didnt stay the last night. They refuse to give a partial refund. Never staying here again and will warn everyone I know to stay away.

Dear Guest, On behalf of our entire team, I would like to apologize for not exceeding your expectations. At Grand Hotel Orlando we strive every day to provide a superior customer experience. I am sorry we couldnt do that for you. Please allow me to investigate and will get back to you via email. We will use the feedback you gave us to implement improvements to ensure we provide a better experience in the future. Sincerely,The Hotel Management