Grand Galvez Resort, Autograph Collection

It’s a first class hotel with a prime location.

Nothing

Classic; always clean ; great atmosphere ; great pool

Staff is 50/50

Sparkling clean room. Friendly staff. Decent restaurant. Victoria at the bar made an excellent lemon drop martini.

Would have preferred a Nespresso over the Keurig in the room.

The property was gorgeous

What we were most disappointed with was that we specifically booked an ocean-view room and were not provided with the room we reserved. We were told that the manager would be notified when she arrived at 7:00 a.m. and that we needed to email proof of our stay. When we spoke with the manager, she was extremely kind and professional. She apologized for the situation and offered us a $90 refund, which we appreciated. However, when the refund was processed, my card was actually charged instead of receiving the refund. Beyond the issue with the incorrect room, I’m frustrated with how the situation was ultimately handled. We paid for an ocean-view experience that we did not receive, and a $90 adjustment is only about 14.3% of what we paid. Considering that a significant part of what we specifically booked and paid for was not provided, I feel the compensation should have been substantially more. I understand that mistakes happen, and I appreciate the manager taking the time to speak with us and apologize. However, I do expect the billing issue to be corrected and believe a more appropriate refund should be considered given that we did not receive the room or experience we originally paid for.