The Grand Hotel

False Promises, Poor Service, and a Long Battle for a Refund The Grand Hotel is sadly a shadow of the charming, well-managed place we enjoyed back in 2018. Based on our past experience, we returned with high expectations—expectations that were quickly crushed by the reality of dirty rooms, misleading advertising, and a total breakdown in communication and accountability. Our experience started on a sour note when we checked into our first room and immediately noticed filthy bedding and an overall lack of cleanliness. We brought this to the front desk and were reassigned to another room, only to find it in equally poor condition. The second room had a visibly dirty wall, a window that didn’t lock—raising serious safety concerns—and the iHome docking station listed on the website was missing entirely. The website promises “luxury amenities” and “courteous and knowledgeable staff,” but the front desk clerk we dealt with was neither helpful nor trained to handle customer issues. Most frustrating of all, there was no manager on duty to assist us. We had no choice but to check out the same night and seek accommodations elsewhere. I followed up with multiple emails to hotel management, including to Claudio Bono, the manager who later responded publicly to my online reviews on other forums. Despite his public replies, he never responded to any of the emails I sent privately—an incredibly disappointing lack of accountability. After being told I would receive a full refund, I waited and followed up repeatedly. Weeks passed with no resolution. Ultimately, it took two months and a dispute filed with my credit card company to finally receive the refund I was promised. The Grand Hotel still claims on its website: “We take pride in our exemplary guest service… Our courteous and knowledgeable staff is here to ensure that your stay with us is memorable and that your needs are met or exceeded.” Sadly, this statement could not be further from the truth. Given the false advertising, unclean and unsafe rooms, dismissive customer service, and the effort it took just to get my money back, I strongly caution anyone considering this hotel. Our experience was the opposite of what was promised, and what was once a great hotel has clearly lost its way.

Large comfortable rooms. The property seems to be struggling a bit. The amenities we enjoyed in the past were lacking. We like to enjoy a bit of time at happy hour. We were surprised to find the bar lacking white wine. The pool wasn't heated and the hot tub is out of service.

The hotel was THE GRAND DISAPPOINTMENT of the trip. Air conditioner in our room did not work. Hotel was empty with no staff appearance to help you out. Breakfast options were the most cheapest option I've EVER seen !! They only had basic toast bread, cereal, bananas, apples, milk, and coffee. Not worth your money !!!!!

Overall, I had a good experience staying here. The rooms were clean and felt new, which I really appreciated. That said, the breakfast was underwhelming — very limited options. Still, the overall stay was pleasant. I would come and visit again

Wonderful stay at the Grand Hotel. Truly a gem in Sunnyvale. It was a very comfortable stay. The room was very clean with daily service and breakfast was also promptly available at 6:30am. Will definitely stay again here for next business trip. Nothing to complain.