USPL Reviews Provided by
El Tovar Hotel
Johannes N from: San Francisco, California
Trip Type: Family
Published Date: Apr, 22, 2019 Travel Date: Apr, 1, 2019 Rating: 1
Very poor customer service, don’t count on your confirmed dinner reservations being respected
We were looking forward to dining at the El Tovar for a long time and planned our trip so that we can reserve directly at the property the day before. We asked for a reservation for 8 pm and got this one confirmed (see photo attached). On the day when we arrived for dinner, we were told that our reservation is for 9:15 pm, quite late for our small daughter. The phone number which was stored along with our reservation did not match our number at all, so it was a clear mess up. When we asked them what could be done in order to fix this mistake, we were asked to wait for a while while and come back later, but when we did, no table was available yet.The person at the reception who took our reservation the day before was understanding and tried to fix the situation but it did not work out. The really disappointing part was the behavior of the person managing the orders at the restaurant door. No apologies, no attempts to make our waiting time pleasant in any way, just an almost military style “your reservation is not due before 9:15”. We are frequent travelers to all kind of places in the world and have never experienced such unkind behavior at any hotel with certain standards that clearly did a mistake on their side. Advice: Double check your reservations, don’t count that your reservation time will be honored even if confirmed in writing.
David G from: Durango, Colorado
Trip Type: Couples
Published Date: Apr, 22, 2019 Travel Date: Dec, 1, 2018 Rating: 4
I liked this place. It was much smaller than I imagined it. I love "Parkitecture", and this place had a warm feel to it on a cold and snowy night. The location is great, right on the rim. We liked the lobby and game room upstairs.
- Location: 4
- Cleanliness: 4
- Service: 4
elizabethandjoshua from: Raleigh, North Carolina
Trip Type: Family
Published Date: Apr, 22, 2019 Travel Date: Apr, 1, 2019 Rating: 4
Nice historic hotel
This hotel was much nicer than I anticipated after reading reviews! It’s historic & old so includes dark wood and antique looking decor but it is clean & updated and in very good condition (especially the rooms which are surprisingly large). If this building was designed today, it would have better views.....I get that, but it’s an historic hotel so the windows are small and most rooms don’t have a canyon view. However, the restaurant has a great view especially for sunset and breakfast and you simply walk outside and you are at the south rim of the Grand Canyon! Slight negative: no elevator. But, the bellman noticed me with my big suitcase in the lobby while my husband was parking and immediately offered to help carry it up for me!
Neil M from:
Trip Type: Couples
Published Date: Apr, 21, 2019 Travel Date: Apr, 1, 2019 Rating: 3
Great Location and History But Little Else
If you believe you are getting a luxury hotel for this price point, not to mention the hassle of getting a reservation, forgettaboutit. What you get is incomparable location and charming history in a hotel that can only be generously called average. A location hanging over the South Rim was to us worth putting up with substandard service, indifferent food, no elevator, and the worse wi-fi I have ever seen in a hotel. But this place could be so much more.
The people who work there are very nice, there just isn’t enough of them. Desk clerks are helpful but good luck trying to find someone to help you carry down your luggage from the third floor. Wait staff are clearly just trying to keep up.
Our room was comfortable if basic, with a HVAC system that sounded like a jet engine and had a life of its own. Wi fi really was horrible; simple emails generally worked but forget about downloading a newspaper or sending a photo—never happened during our two day stay. The hotel was good enough to check our bags since we arrived early and promised to call us when our room was ready; never happened. We finally got our keys about 6 pm after repeated checking at the desk. Parking as others have said is a total crapshoot; we were lucky to snag one of the few spots near the hotel, but it’s a real hassle to deal with it and the hotel just doesn’t care.
Breakfast was good, but dinners were somewhere between lousy and just ok. And when we were met with a 20 minute wait for breakfast for 2 at 6:45 A.M. we were stunned.
Basically, this place knows it can charge top dollar and be booked solid forever regardless of the experience it delivers. So it delivers substandard service and quality because it’s feet from one of the greatest attractions in the world. Xterra should get on the ball and deliver the kind of hotel people are paying for.
In the end, we were glad we stayed at El Tovar because its location minimized the hassles of visiting the Grand Canyon. We loved the Canyon, but not the hotel.
GoldVa from: Reston, Virginia
Trip Type: Family
Published Date: Apr, 18, 2019 Travel Date: Apr, 1, 2019 Rating: 1
Lie - Lie - Lie .... made our stay far less than what it should have been - so wrong!
My reservation was made months in advance. We arrived 5 min before check-in time at which time I inquired if there were any rooms with a nice view. I was explicitly told that there were 4 suites in the hotel that had any view. We were then given our room on the basement level, seriously, one cannot make this stuff up. The view was that of a planting bed where we were able to see the legs of tourists walking on a path around the building.
The next morning, the same lady was there for checkout. I asked once again, "do you mean to tell me that in this entire hotel, surrounded by windows, that there are only 4 rooms with windows?". The reply was now that all of the rooms have windows and 4 have Canyon Views. She achieved her desired result and pawned off a horrible room to us. A member of the front desk staff lied to a guest. This is not an acceptable practice. Remember, we arrived 5 min. before checkin and would have waited until a respectable room was available.
IF ANYONE HAS A SIMILAR EXPERIENCE, PLEASE SHARE IT SO THAT THIS PRACTICE COMES TO AN END.
Otherwise, the quality and cleanliness of the room was acceptable for the price point. Their WiFi was substandard and almost unusable. Perhaps, even worse for us guests sequestered to the basement.
The lunch room service menu had been updated on their web site but not the dinner menu. The quality of the food was pretty good and the prices were acceptable. The sauce on the Chicken Florentine was very thick. This item came with Angel-hair pasta but, due to the thicknesses, it could not be mixed into the pasta. They need a bit more sensitivity with the preparation of foods in high altitudes.
Overall, this property is a destination property where return patronage is not common. I cannot recommend it to friends if they will be lied to or potentially be placed in the basement. Our stay was essentially ruined because of this really bad business practice.
Let's see if the General Manager has the ability to reply and comment on the front desk practices.
- Location: 4
- Cleanliness: 3
- Service: 1