Holiday Grand Resort Bhurban

It was the worst experience of my life, booked this hotel on ********** and paid in full, upon arrival they told us we don’t even have the reservation there and ********** didn’t even pay them, worst customer service from ********** and from hotel management avoid this place and i am never booking through **********, i had to find different hotel in the middle of night

Freezing, no other guests there, they did not know about our booking and all lights and heat was off. Temperature was just above freezing. I then had to call ******* myself at checkout and spend half hour on phone to see why they didn’t receive confirmation or payments despite them seeing the confirmation and proof. Might be fine for locals but terrible experience for international travelers

Great location, right behind PC Bhurban. Awesome views and friendly staff, they made sure we were comfortable. My mother was not able to climb stairs to the presidential suite, so they upgraded us to royal suites.

booked reservation at this property following good reviews and recommendations from bloggers. stayed for a long weekend with family. Upon arriving at the hotel the lobby area is grand and open. That's where the positivity stopped. We were informed to wait for 10mins for our rooms so that housekeeping can double check the rooms. We (we were travelling with 3 young children) had to wait for over half an hour before one of the rooms was even ready. Whilst waiting one of my daughters wanted to use the toilet and we were directed to the toilets in the lower ground and these facilities were filthy and wet. My daughter refused to use this. I had informed reception of this. Upon checking in one of our room as the other room was still being cleaned. My daughters then used to bathroom in the bedroom. However Upon checking the room the linen from previous guest wasn't even changed, all sheets were creased and there was blood stains on the bedsheets aswell. The furnishing were dusty and empty water bottles and used tissues were still lying around on the floor. I requested the manager to the room and pointed these issues out given covid times and importance on cleanliness. I advised that we were young out for the day therefore please ensure that once we are back both rooms are properly cleaned and checked prior to us coming back in the evening and we had left our luggage in the room. After spending the rest of the day exploring bhurban and Mall road, we arrived back to the hotel 6 hours later with a tired family who just wanted to sleep. Upon entering our rooms we found these to be left open whilst our luggage was in the room, we quickly checked to ensure that everything was in the room, thankfully nothing was missing. The room hadn't been cleaned still, linen was changed however from the 10 lights only 2 small lights working and the room was very dark, I finally requested this room to be changed, and upon checking to my children's room I found that this room was again dusty and the bathroom was all wet on the floor and toilet was dirty. I then had to complain again to the manager and the night housekeeping team had to come back and clean the room properly. The room that was changed for us had ripped linen on the bed which I requested for to be changed. This just goes to highlight that NO ONE is actually checking what is being cleaned or not. We finally settled back in our beds once these issues were resolved. Breakfast in the morning was OK however the service levels were lacking again. We had requested yogurt and water for our children and it took them over half an hour to give us these after we had finished our breakfast. We only used the hotel to sleep here and not spend our time at the property, therefore our minimum standard was to have a good night sleep and decent breakfast. Unfortunately we didn't get either of these. Upon check out I asked to speak with the General Manager and initially I was passed over to the Duty Manager who took my