Ratings based on 981 Verified Reviews
4.5 Room cleanliness
4.4 Service & staff
4.4 Room comfort
4.3 Hotel condition
Expedia 亿客行 Verified Reviews
by A verified traveler from Lexington
Posted May 27, 2024 on Expedia
Second time to the Grand but no Expedia VIP Access ‘experience’ this time. Simply disgusting stay and a shame that the Vidovich Winery family and Bono Hotel Mgmt. have lost their passion and allowed this gem to deteriorate so far.
Dirty floors/rugs, stained seating surfaces and furniture, disconcerting brown smears on bed frames, greasy glassware and a strong odor of disinfectant. Itchy/creepy sleep and by morning we both were experiencing stomach ‘distress’.
Front Desk confirmed it was a ‘pet’ room. Zero outreach from Hotel Manager, 8 hour wait to move and no comp for hotel’s error. Couch & bedding were cleaner but…broken A/C, heat, fireplace (2 for 2), telephone and hairdryer. Filthy windows/screens, no bathroom soap dispenser and no Kleenex for 4 days!
Butts on pathways, abandoned clothing poolside, non-working gates and unlit areas and dark stairways to rooms. Scary elevator with max person limit. Breakfast of a communal yogurt bowl, cut fruit, toast and 'dinner’ rolls. Promised Happy Hour 'top shelf liquors’, 'California’s boutique wineries’ and ‘hors d'oeuvres’ is choice between 'beer, red or white...with chips'.
Zero on-site management and every other position is clearly understaffed. The staff is not empowered to do anything constructive other than to say ‘I’m sorry’ and make up little falsehoods to cover for hotel problems.
Hummingbirds used entertain poolside…over silent fountain a Raven now perches…we agree ’nevermore’.
Comment from Hotel Management
May 29, 2024 by GENERAL MANAGER, Hotel Management
Dear Joseph, Thank you for sharing your detailed review. We are sincerely sorry to hear about your disappointing experience during your recent stay with us. It is disheartening to learn we did not meet your expectations and that you encountered various cleanliness and maintenance issues. This is not the level of accommodation we aim to provide, and we take your comments seriously. We will address them with our housekeeping and maintenance teams to ensure such issues are rectified. We will share your message appropriately, and we appreciate your patience in this matter. We value your feedback as it helps us identify areas for improvement, and we hope to have the opportunity to regain your trust and provide you with a more enjoyable experience should you choose to stay with us again in the future.Kind regards,Claudio Bono,Managing Director
by A verified traveler
Posted May 27, 2024 on Expedia
newly remodeled
spacious
gym is very clean
Comment from Hotel Management
May 29, 2024 by GENERAL MANAGER, Hotel Management
Dear Joseph, We are so pleased you had an excellent stay at The Grand Hotel, and that you especially enjoyed our fitness center. Thank you for sharing your comments, and we hope to welcome you back any time you are in the area.Kind regards, Claudio Bono,Area Hotel General Manager
by A verified traveler
Posted May 24, 2024 on Expedia
Checkin isn’t until 4 which is pretty pointless and couldn’t check in early due to them offering late checkout. Had to get keys replaced twice and still only one worked. I don’t think they have ever once vacuumed the floors in the hotel there was trash and stains COVERING the floors. Breakfast was the most limited options I have ever seen in a hotel. Cereal and croissants and that’s it. Ice machines broken on all floors except for 1. Do not waste your money here!!
Comment from Hotel Management
May 26, 2024 by Claudio Bono, Area Hotel General Manager, Hotel Management
Dear Casey, Thank you for sharing your feedback with us. We are sorry for not meeting your expectations with the breakfast and check-in hours, though 4 pm is standard anywhere in the world. We appreciate knowing the things that would enhance our guest experience. Your feedback is much appreciated, and we hope you will give us another chance to prove we are committed to providing outstanding hospitality. Kind regards, Claudio Bono, Area Hotel General Manager
by A verified traveler from Santa Fe
Posted May 23, 2024 on Expedia
For the type of hotel this was one of the strangest hotel stays. I selected it over the usual hotels because the rims looked good and location. Both of which were fine. The hotel was horribly understaffed. Basically there was the front desk clerk and a barman - who doubled as the chef and room service delivery! Half the items on the menu were not available. Staff did a good job considering the hotel management hung them out to dry!
Comment from Hotel Management
May 24, 2024 by Area Hotel General Manager, Hotel Management
Dear Nicholas, Thank you for choosing to stay with us and taking the time to share your review. Our goal is to provide a memorable and flawless visit to all our guests; therefore, we apologize for not meeting all of your expectations. We care about the satisfaction of our guests; hence, we appreciate you letting us know what we can do to make your next stay perfect. We will share your comments appropriately as we strive to improve our guests' experience, and we are grateful for your valuable feedback. That said, we are glad to know that our convenient location is ideal for your travel plans. We hope you will revisit us for a more gratifying experience.Kind regards, Claudio Bono Area Hotel General Manager
by A verified traveler
Posted May 19, 2024 on Expedia
This hotel offers a lot of things that expensive hotels in the area do no offer . Spacious room . Decent breakfast . Complimnetary Happy hour alcoholic and non alcoholic drinks
Comment from Hotel Management
May 20, 2024 by Area Hotel General Manager, Hotel Management
Dear Mr. Kumar, Thank you for taking the time to share such fantastic feedback about your stay at The Grand Hotel. We are delighted to know you were pleased with our spacious accommodations and excellent breakfast and that you took advantage of our complimentary happy hours. We would love to be your home away from home whenever you come back to Sunnyvale. We hope you are already planning a return trip for another great visit!Kind regards, Claudio Bono Area Hotel General Manager
by A verified traveler
Posted May 14, 2024 on Expedia
Comment from Hotel Management
May 15, 2024 by Area Hotel General Manager, Hotel Management
Dear Cristian, We are delighted you enjoyed your stay at The Grand Hotel - Sunnyvale. We strive to provide each guest with an exceptional visit; therefore, it is lovely to know that we exceeded your expectations. We hope you will come back whenever your travels bring you to the area.Kind regards, Claudio Bono Area Hotel General Manager
by A verified traveler
Posted May 13, 2024 on Expedia
Room was nice and big. Elevator did not work. Breakfast was pretty basic.
Comment from Hotel Management
May 14, 2024 by Area Hotel General Manager, Hotel Management
Dear Siddharth, Thank you for choosing to stay with us and sharing your review. We would like to apologize for the issues you faced with the elevators, and we are sorry for the inconvenience this caused. We will address this appropriately, and we are grateful for your patience. We also regret your disappointment with the breakfast offerings, and we will share your comments with our food and beverages team to see where we can improve. On a positive note, we are glad to read that our spacious accommodations made a better impression. We appreciate your valuable feedback and hope you will revisit us for a more seamless experience.Kind regards, Claudio Bono Area Hotel General Manager
by A verified traveler
Posted May 11, 2024 on Expedia
Comment from Hotel Management
May 12, 2024 by Area Hotel General Manager, Hotel Management
Dear Cynthia, Thank you for the perfect rating! We are pleased to know that you enjoyed our convenient location and well-maintained accommodations. It was a pleasure having you at The Grand Hotel, and we look forward to welcoming you back soon. Kind regards, Claudio Bono, Area Hotel General Manager
by A verified traveler from Sunnyvale
Posted May 6, 2024 on Expedia
I really liked that the hotel was really clean and quiet.
Comment from Hotel Management
May 7, 2024 by Area Hotel General Manager, Hotel Management
Dear Jocelyne, We are delighted you enjoyed your stay at The Grand Hotel! Thank you for letting us know we exceeded your expectations for an absolutely perfect experience, especially with our immaculate and peaceful accommodations. We appreciate you choosing us for your visit to Sunnyvale in the heart of Silicon Valley, and we look forward to welcoming you back on your next trip to our area.Kind regards, Claudio Bono Area Hotel General Manager
by A verified traveler
Posted May 6, 2024 on Expedia
The only problem we had was the breakfast. By 8am they were completely out of everything, so if you want the scrambled eggs, sausage, oatmeal, muffins you need to be one of the first to breakfast because the run out and didn’t restock. It was a bummer.
Comment from Hotel Management
May 7, 2024 by Area Hotel General Manager, Hotel Management
Dear Lisa, Thank you for taking the time to share your comments about your stay. We regret the concerns you had with our breakfast offerings. We appreciate your feedback, as it helps us improve our guest experience. We enjoyed having you and look forward to your return to The Grand Hotel. Kind regards, Claudio Bono Area Hotel General Manager
