GrandStay Delano

This stay went downhill from the moment we walked in the door. We arrived just before 5pm and had completed the pre arrival checklist two days before. Asked for a room away from the elevators and ice machine and was literally given room 113 right across from the ice machine and elevator. Asked the girl at the desk for a room move and she said nothing was left (at 5 on a Friday). Behind her were about 15 sets of keys (this is a hotel that pre checks everyone in and then gives out keys). I asked if we could be switched with another room that hasn’t arrived. Was told the hotel was sold out and I said I’d take anything just not a noise proned room. She offered a downgrade to a king (we had a suite) but said we’d have to move back to the noisy suite the next day which made no sense. Why couldn’t the person with the standard king be upgrade to the executive suite with a king and we take the downgrade for two nights? She couldn’t explain it. I advised her that I have extensive experience in hotels and specifically offered the above solution but she was adamant that it wouldn’t work. I asked for a manager and was told no one was there until Saturday morning. I asked why when I called to book and noted the request (which I get is a request) and then I requested again during pre arrival would they not look at notes before checking people in and blocking the house. She had no response. Surprisingly we didn’t have noise from elevator and ice machine but we did have noise from drainage of ac unit above us leaking onto our unit at all hours of the night. Asked the desk on Friday to send an engineer and was told no one works weekends but he’d try. Asked for a room move and was denied. I suggested putting some towels on the unit to buffer the sound (which worked). Later in the day the rag was green from algae dripping. How has no one complained about this? The bed and bathroom doors squeaked horribly which kept me up even further the first night. Tall man working Saturday afternoon never looked up from the desk to greet us in the four or five in and outs that evening. Ryan was Great to work with during booking and the first morning. He was the only one there and tried to help while doing breakfast and the desk and housekeeping requests but the hotel needs some serious leadership and service training. No one was at the desk Sunday morning when I checked out at 6am to vent further to and seek some level of compensation for the shortfalls.