Rated 3.9 out of 5 by 8
Rated 3.0 out of 5.0 by sttt Poor service at front desk
Having stayed in many hotels under the IHG group, I would like to comment that I've had the worst experience during check-in at the Grand Court Nagoya. I made three separate bookings for a total of nine nights (10 Dec - 14 Dec, 14 Dec - 15 Dec and 15 Dec - 19 Dec.# The lady who served me at the front desk spoke good English when I checked in on the afternoon of 10 Dec 2013. Upon checking, she commented that I only booked an executive room on one of the nights ,14 Dec. However, I was sure that I booked an executive room for all nine nights. I showed her the booking confirmation which I have printed but she still insisted that I did not book an executive room for eight of the nights. I was puzzled as it was stated 'executive room' on the confirnation slips. I approached her supervisor, Ms Yamada, to check on the rooms. Upon checking, she confirmed that I have actually booked an executive room for all nine nights. There was not a word of apology about the blunder made and the front desk lady was having an unfriendly and unapproachable look throughout. This is really not expected of someone who serves at the front desk of a hotel of international standard.
Ms Yamada then asked me for my credit card for billing purpose. I checked with her if the hotel has already assigned another vendor to charge to my card when I did my booking through the hotel website. The reason is because American express called me about a week earlier as they suspected an illegal transaction for the card. The transaction was made in Nagoya Japan. I tried emailing the hotel to check if it was a vendor authorised by the hotel but I could not get an answer. Ms Yamada said that the rooms have not been charged to my credit card yet. I was worried and asked if she could call up american express to clarify. At that moment, the other front desk lady spoke up. She asked if I wanted to make use of the hotel's phone to call american express so as to save money. She asked if it was because I did not want to use my own phone to make an overseas call to american express. I was very offended. Subsequently, Ms Yamada called american express to verify.
The lady and Ms Yamada proceeded with the check-in and I was informed that I had to switch rooms on the 14 Dec and 15 Dec as I made three separate bookings and their rooms were fully booked. This does make sense. Does the hotel expect me to pack my stuffs twice in nine nights so that I can change three different rooms? I approached some other staffs in the hotel #a banquet manager, a bell girl etc# and they were very helpful. They brough me to meet the manager in charge. I tried explaining all that has happened to the manager but to my disappointment, he was unable to understand English. He needed a translator. Having explained everything, he apologised and promised that I did not have to change rooms on 14 and 15 Dec.
I am really disappointed with the service at the front desk and hope that the management of the hotel will look into this matter. It is a pity as the location of the hotel was very good and so were the other staffs. The chambermaids did a good job. They were helpful and was able to supply me with an adaptor when I asked for one.
Looking forwward to your reply. Thanks.
#I'm sorry I did not manage to get the name of the lady at the front desk as it was in Japanese.#
January 27, 2014
Rated 3.0 out of 5.0 by DerrickL Uncomfortable Pillows but Excellent City View
Informed the hotel that I'll be arriving at 10am and requested early check-in but was declined. Kept the baggage at the left baggage counter and came back at 9pm to finally check-in. Hotel could have offer a free shower room for us in the morning but didn't.
Recognition for IHG Platinum members but does not have a club lounge, quite disappointing. Free wifi in the room is very stable and fast though. Location is very good, just a minute walk to/from Kanayama Station.
Tried their aroma therapy in the room and pillow selection, quite disappointing as the pillows are not very comfortable and the aroma therapy is merely a few drops of fragrance oil on a rock, a bottle of diffuser could do the trick or offer a professional aroma therapy spray like the one used in Crowne Plaza Copenhagen will be best.
View from the hotel room is very nice though.
January 3, 2014
Rated 4.0 out of 5.0 by PureFiction Good business hotel in Nagoya
Good location right next to the Kanayama train station in Nagoya.
Only disadvantage for me - no gym.
December 25, 2013