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Business Profile

Hotels

Grand Hotel, Ascend Hotel Collection

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/17/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After checking into the hotel, we went up to our room to find the door ajar and the room in a state of disarray. The cabinet housing the television, refrigerator, and microwave was pulled towards the middle of the room. Upon further inspection, the appliances were unplugged and the wall plates were damaged. In order to plug the refrigerator in, it would have to be plugged into a lamp which could’ve been a safety concern with that much amperage plugged into a device not meant to handle it.

    We then proceeded to the pool and there were multiple concerns. The cold temperatures of the pool and hot tub were inconvenient, but the safety concerns were what caused us to seek a refund and different accommodations. There was standing water in the pool deck that was centered on a drain that was not draining. There was also a hose used to fill the hot tub that went thru the main walkway into the pool.

    The haphazard appearance of the hotel caused us to go to the front desk and the staff reluctantly attempted to contact the manager as there was nobody on site to help us. We’ve sent three emails with no response and we are seeking a full refund.

Grand Hotel, Ascend Hotel Collection is NOT a BBB Accredited Business.

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