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Fawaz M.
Manama, Bahrain

An incredibly frustrating experience

Review of Grand Hotel
1.0 of 5 bubblesReviewed 31 Aug 2023via mobile
I had an incredibly frustrating experience at Grand Hotel (part of Blu Hotels) in July 23, and I feel compelled to share the details of my stay.

Despite making my initial reservation through hotels.com, the ordeal took a turn for the worse due to a series of miscommunications and booking blunders.

As I needed to change the date, I called up the hotel directly, seeking advice regarding amending my booking to make it earlier. Hence, the hotel staff, in their infinite wisdom, advised me that it would be better and more cost-effective to book directly through their website rather than a third-party site. Taking their recommendation to heart, I proceeded to make a new reservation for two rooms through the hotel's own website. Little did I know that this decision would lead to an absolute nightmare, especially that my cancellation of my earlier reservation through hotel.com was initiated through the mobile app, but did not appear to go through – possible due to connection or whatever reason.

The trouble began when the hotel staff failed to inform me about the duplicate booking until the night before our scheduled departure. This is despite mentioning checkout date during the check-in process – and including other interactions with the front desk whenever we were planning our restaurant reservations. The hotel staff neglected to notify me of the second reservation (that goes beyond our checkout date), exhibiting a severe lack of communication skills.

As I tried to rectify the situation during check-out, I explained to the hotel staff that I had already canceled the second reservation through the app, as per their recommendation. Unfortunately, it seemed that the cancellation did not go through. Despite my best efforts along with the kind support of hotels.com staff (as the website’s call center staff have empathized with my case and did their part in speaking to the hotel management trying to convince them to waive the cancellation penalty of the full duration of the cancelled stay for two rooms - that is EUR 3,000, a part of whatever we already paid directly to the hotel for our actual stay - EUR 1,500).

I have emphasized that we had checked out of the hotel, and it would not make sense to pay for the full upcoming nights as we were very clear on our check-out date. Despite our explanations (and full e-mail explanation that was requested by the hotel staff to their reservations team), the hotel staff insisted on charging us for the entire stay period for both rooms (EUR 3,000). This was not a case of a no-show; rather, it was a result of the hotel's failure to manage the duplicate booking.

Throughout this ordeal, I was deeply disappointed by the hotel staff's lack of professionalism and customer service. Instead of acknowledging their own role in the confusion and working towards a fair resolution, they stubbornly insisted on charging us for the full amount. My expectations for Grand Hotel were high, especially considering their advice to book directly through their website. Unfortunately, their inability to handle a simple reservation and their refusal to acknowledge our cancellation have left me feeling disheartened and let down.

I would strongly advise potential guests to exercise caution when considering a stay at Grand Hotel. Their poor communication skills, coupled with their disregard for customer satisfaction, have turned what should have been a pleasant experience into a regrettable one. The failure to communicate the duplicate booking, the mishandling of our cancellation, and the insistence on fully charging us for unused nights x2 rooms despite our checkout have left me thoroughly dissatisfied. 
Date of stay: July 2023
Trip type: Travelled with friends
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BLU HOTELS, Altro at Grand Hotel, responded to this review
Responded 1 Sept 2023
Dear Customer, we remain somewhat perplexed when reading your detailed description of what happened with your reservation and feel it is appropriate to clarify a few points. You had initially made, as you indicate, two reservations in different names through another portal. You later decided to change dates, and in total autonomy, as we read in the email you sent, you decided to cancel the reservation on the portal and make a new reservation directly with us for different dates. The decision was made by you and consequently the cancellation depended solely on you, our hotel did not at any time take it upon itself to cancel on your behalf. For your information, when a cancellation is made, it has to be confirmed. If you do not receive any confirmation, it may mean that the cancellation was not successful. We are sorry that you experienced some difficulties with the portal mobile application, in any case we do not think it is appropriate to blame our hotel for something that does not depend on us and is external to us. We would like to point out that bookings made through another portal are not handled by the hotel or our reservations department, reasoning that we are of the opinion that you should have contacted the customer service of the portal through which you initially booked and not us, as the cancellation error occurred with them. We are very sorry that you decided to penalize our work and our hotel, simply because you did not realize that the cancellation was not carried through correctly, when we only tried to assist you in the best way possible. Cordially. The Management.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (351)
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Reviewed 28 August 2023

My wife and I had a lovely week at the Grand Hotel a few weeks ago for our summer holiday.

We booked with Jet2 from Manchester and the whole experience was pretty good with no delays at the airport and arrival on time in Pisa. The coach to the hotel only had a handful of people on it and everyone else was soon dropped off, leaving just the two of us for most of the trip.

We arrived at the hotel at about tea time and were hungry so asked where was best to go. The receptionist said that she should recommend the hotel restaurant, but it was full so she suggested a short walk along the sea front to a seafood restaurant Pesce Baracca. Wow. This was really busy, but well staffed and wonderful. The food was fantastic and just what we needed after a day's travelling. We went back later in the week.

There is a pier next to this restaurant with lovely views back to the mountains.

Breakfast at the hotel is served poolside (or indoors if you want) and there's plenty to eat at the self service buffet.

The hotel restaurant is actually on the beach. A pleasant surprise when we arrived to be told that one meal at the restaurant was included. We obviously took advantage and, as with most things in this town was great. Lovely wine and sublime steak. We booked for 7.30, but this being Italy most people eat later so for most of our meal we were the only people in the restaurant - what attention we had from the staff!

We took a liking to a beach bar opposite the hotel, Maito. We dubbed it "Love Island" due to the different brightly coloured seating areas. Be careful of prices here, though. A bottle of Peroni was 10eu and a glass of wine was 25eu (I did say glass!), but the atmosphere was great.

We took a train to Pisa to do the obvious tourist thing - great train service from the station which is just outside the town. It is walkable, but later in the week we hired bikes so rode up there when we took our second train trip out and went to Florence. Well worth a visit.

Bike hire was on the beach nearby and there's a great cycle path along the front passing lots of towns and villages. Very easy riding.

If you want to use the hotel beach you have to pay - 150 eu a day for a private area of two sunbeds, two deckchairs and a clothes box. We cycled about 2km to the free bit of beach!

Eating out is easy as there's an array of restaurants in the town at a range of prices. Personal view - if they give me a QR code instead of a menu (quite a few did) I just walk on. We had some great meals.

Only complaint about the hotel was other guests. Our room had a connecting door, but the people in the room next door were very loud Americans. We heard every word until the early hours. Eventually I got up and slammed our bathroom door loudly so I think they got the message at that point. There were also some dogs left alone in a room on our floor one night and they barked quite a bit.

Hotel staff very helpful and friendly. It's a fairly quiet hotel (notwithstanding above comments) and low key. Pool is great and not overused so were always able to get in.

The town is quiet well heeled - loads of expensive designed shops and a cluster of fancy cars. We loved people watching. Bikes rule - very popular. Smart dress was generally the order of the day for people in the town.

I think we will be back.

Date of stay: June 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank BowcockFamily123
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
BLU HOTELS, Other at Grand Hotel, responded to this reviewResponded 29 August 2023

Dear Customer,

thank you for your excellent review and the high point you gave to the facility and its services.

We look forward to welcoming you soon

Best regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 May 2023 via mobile

Hotel was very nice. Price was reasonable in May. Not sure about the coming weeks/months? Well kept up. Rooms were clean and comfortable. Since we had a rental car, the hotel gave us placard to park on the street or in a parking lot across the street.

Date of stay: May 2023
Trip type: Travelled as a couple
Thank Stcroixkevin
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
BLU HOTELS, Altro at Grand Hotel, responded to this reviewResponded 18 May 2023

Dear Customer, We are pleased that you had a pleasant stay at the Grand Hotel and that you gave it the highest rating with your review. We are pleased to read that you appreciated the quality of the services we offered, our comfortable rooms and the helpfulness of our staff. We hope to welcome you again on your next trip to Forte Dei Marmi. Kind regards.

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Reviewed 5 October 2022

Fabulous hotel. Very clean.
Extremely helpful and friendly staff..... especially Samuel on reception and Anna in the restaurant.
Lovely stay. Exceptional first class food with extensive menu.
Highly recommended.

Date of stay: September 2022
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Jet2holidays
Thank Tom1F
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 21 September 2022 via mobile

Amazing place with great atmosphere.
Next to the sea side! Very friendly stuff and outstanding service! A warm welcome from the beginning.
Delicious breakfast next to the pool area.
Nice setting also for dinner by the pool and the bar.
Sea view rooms. Everything in the whole hotel was really clean.

Room tip: Amazing beach club which belongs to the hotel!
Date of stay: September 2022
Trip type: Travelled as a couple
Thank BabsHH
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 10 June 2022 via mobile

We chose this hotel based on TA reviews & were so disappointed. It was one of the most expensive rooms we stayed in during our Italian road trip & was the worst experience.

The disappointments….
Intermittent Wi-Fi more off than on!
Dated small ‘standard’ room
Tiny bathroom with inadequate storage space
Definitely 3* max not 4*
Bar staff girl was miserable & didn’t even speak when we greeted her!
Breakfast was poor quality, food was slow in being replenished, staff inefficient & dour
Pool chairs uncomfortable
Uk adapter doesn’t work in electrics
shower was mainly cold with hot spurts but strong flow

However…
Receptionist Alena was so welcoming & charming
Spotless throughout
Large balcony room 209
Air con is powerful
Pool was nice temperature
Good location
Parking outside on street

Wouldn’t recommend or return

Date of stay: June 2022
Trip type: Travelled as a couple
1  Thank McAnnie1
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
BLU HOTELS, Altro at Grand Hotel, responded to this reviewResponded 13 June 2022

Dear Customer, thank you for writing a review about your stay at Grand Hotel, our historic hotel in Forte dei Marmi. The opinions of our customers, as you know, are very dear to us to constantly improve our service. We regret that your stay was not up to your expectations. We are very sorry that you did not like the design of the room, we would have certainly provided to meet your needs and we regret that you have decided to penalize so negatively our structure.
As for breakfast, however, it is characterized by enormous variety and completeness. In fact, it offers hot and cold, sweet and savory dishes, following both continental and Anglo-Saxon traditions.
Our staff, then, is perfectly organized and made up of young and experienced staff that stands out for its strong orientation to the guest, for courtesy, professionalism, reliability and for the commitment that is deep daily in his work. We hope you will reconsider your judgement and allow us the pleasure of welcoming you back to our Grand Hotel or to another of our more than 30 facilities throughout Italy. Best regards.

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