Grandover Resort and Spa

My fiancé and I were gifted a one night stay and spa treatment from a family member. Booked a couple months in advance and were told to provide the gift cards and the codes on the cards over the phone. Hotel lobby and amenities were nice. Spa treatment was good. The elevator and floor we stayed on smelled like fecal matter mixed with bleach. The room was just okay. Nothing bad but pretty plain. No big complaints. Had to put a card on file for the trip. Woke up to a call from our bank at 3 am saying they were freezing two transactions due to fraud. Grandover had tried to charge our card for the room and spa even though we gave gift cards during the booking process. Hotel management slipped a note under our door saying we had to settle our account. We went to the front desk and said we had already paid for the trip with gift cards we had provided. Supervisor said we need to provide the gift cards at check out. We explained nobody told us that and we had provided them before hand. The supervisor completely lacked empathy and said we were wrong and they had told us we needed them, even though it was not included in the email we received the day we booked either. She wouldn’t budge so we said not a big deal, thankfully we took pictures of both gift cards with the codes visible. She didn’t care, said we would have to give them another card to charge to and we would have to go home get the gift cards and come back. She wouldn’t even try to punch them in or anything. We weren’t able to attend the free breakfast that was a part of the package either because we were dealing with that mess. It also turns out the refund for the card we had to hold will take 5-7 business days to clear as well. We were given the operations manager card to speak with them about our experience, but seeing as I have yet to hear back from her I decided to leave this review. I would not recommend staying here to anyone. Customer service was nonexistent, which is a shame considering how pricey the trip can be.

Edit to respond to owner’s response: the word “free” was never mentioned when the reps spoke about rebooking. So the impression from my end was the reservation would be moved to another day but all the costs would remain the same. After that is when the discounted room rate was discussed to keep the reservation for that day. I booked the spa package over a month in advance for my birthday. I couldn’t remember the exact times for my spa appointments, so I called day of and no one could find my reservations. I left a message for a resort specialist at 8:45 am and waited for a call back until 9:15, my first appointment was supposed to be 11 something so I was getting concerned. Finally after calling back a couple times I was able to speak with someone. They say my reservation was entered incorrectly, so nothing was booked. They offered to book my stay and spa appts for a different day, but that’s ridiculous because it won’t be my birthday on another day and it’s a big inconvenience. I tell them to cancel everything. I wait on hold some more then they try to offer a discounted room rate and meal vouchers….. Seriously ridiculous since 1. that’s not what I asked for they are just trying to maintain # of rooms filled for the night and 2. just a discount and not even an option to book even ONE spa treatment??? I saw some late night ones available, but they didn’t try to work me in at all, and like I said, I booked well over a month in advance, but my reservations can’t be honored when some spa guests probably only booked yesterday?? I feel disrespected. Also seems strange they don’t call, email, or text a week prior to a reservation that includes a package to make sure everything will be right before a guest gets there. Thank God I am local and didn’t travel to stay here. In the end my birthday is ruined and I am scrambling to find something else to do after crying my eyes out because all I wanted to do was relax on my birthday and I was willing to spend hundreds of dollars here to do so. I will never spend even 1¢ at this resort.

It has been a while since I truly felt unwanted and discriminated against. Well during my time here. Still here, I check out today. I was stopped by a security guard while me and my significant other were taking photos. He talked to me like I wasn't a guest at the hotel. After I told him I was a guest he decided to apologize and follow us around the hotel as if we were lying. I went and told a supervisor at the front desk about the harassment and he decided to walk up to me and ask me if we had a problem. Harassment from this security guard threw off the whole vibe. The finial restaurant has a great Chef who truly cares about the customers however there was hair on our table when we were seated. We had to get another table. I won't be back to this establishment because it truly wasn't worth the price tag. A complete waste of money. The jacuzzi had something floating in the water. The room was clean but very small. This place isn't worth the money paid.

Very nice resort. 4.5 stars. We had a 80 minute massage yesterday, one of the best we ever had. The entire staff is very friendly. Food is outstanding. The only minor negative comment I can make is the bathroom door interferes with main door, should swing inward not outward.

The Grandover: A Resort That Could Be Exceptional Stayed in a handicap-accessible room, which seemed to be in better shape than others. My mother was also in a handicap room on the 11th floor, which is why we couldn’t get adjoining rooms on the same floor. Her room had a door handle that required either a hammer strike or a full-body lean to open. Staff knew about it but hadn’t fixed it. Why? Who knows. Room Quality & Value: My room was decent but had the feel of a late '90s/early 2000s renovation. Not bad, but due for a refresh. It had a good-sized mini fridge but no microwave—odd for a resort where guests are paying premium prices for meals. For $644 total for two rooms on a Friday night (including sundries), the price was fair for the location and accommodations. Service & Atmosphere: Front desk was hit or miss. Not rude, but not exactly warm either. Also, they had a space heater and air purifier running behind the desk in full view. Mold issue? Hard to say, but it wasn’t a great look. Public restrooms in the lobby could use better upkeep. Nothing catastrophic, just not what you expect from a resort aiming to be upscale. Dining: Skipped the buffet and ordered from the menu instead. The food was very good, and the breakfast staff was attentive. Still, at this level, a buffet as the main option feels uninspired. It could be an elevated experience, but instead, it feels like an afterthought. Checkout: 11 AM is aggressive for a resort. I checked in late, asked twice for a noon checkout—denied both times because they were "fully booked." No offer of a nominal late-checkout fee—just a hard no. Not the most hospitable approach. Final Thoughts: The Grandover has all the bones of a great resort, but execution is inconsistent. Some things are done well, but the details are where it falls short. Would I stay again? Yes. But I’d like to see some improvements first.