I recently stayed at the GSR, in the Sierra King Suite, 02/09/2026-02/11/2026. Your staff isn’t fully aware of you have in stock or general policies. Angie, at the front desk, and the young woman in checked me in on 02/09, were great. They had all the information I needed regarding the fees because the GSR website didn’t explain clearly. Mary Wright at the Infinity Rewards counter was great as well, she personable, helpful, and informative. But all your other staff needs a crash course in professionalism and customer service, seriously. “There were hitches in my two night stay. I enjoyed the King size bed thoroughly, but when I did my once over of the room I realized one of the chairs had never been cleaned. When I whipped it down, hair and dust was all over my napkin. I put the chair in front of the adjoining room door and didn’t use it. The air only goes to 78 degrees, but it’s 40 degrees outside, I was quite chilly in my room during my stay. My biggest issue is the GSR staff. The staff, outside of my two women, Angie and the young woman who checked me in, all the other staffers were incredibly rude and unhelpful. When I checked in, Angie on the phone and the young woman at the desk, explained to me what the $150 was. I was informed about the In-Room dining option and how to charge to the room. The thing is, once I got to my room, after standing in line to check in for 45 mins, I exaggerate not, I was looking to order dinner, only to learn that In-Room dining was unavailable and the GSR didn’t know when it would be available. It maintained its unavailability my entire stay. The next day I wanted to light my candle, but I forgot my lighter. I called downstairs with my in-room phone and spoke to a young man, I asked him for a book of matches. I explained to him why I needed them and he told me someone who would be up in 45 mins with my matches and to make sure the “do not disturb” sign was on the door. Why would it take 45 mins? I have no idea. But I waited. I originally called at 1:05 pm on 02/10/2026 and after 48 mins passed, I called downstairs again. I got a young woman this time. I explained to her what I asked for, how long I had been waiting, and I asked where the matches were? She checked my room and saw the request. She told me she re-entered the request, to make sure my “do not disturb” sign wasn’t on the door and apologized for the wait. But the clock strikes 3:01 pm and still, no matches. So, this time I called on my phone down to lobby. I got a different woman. When I explained to her what I could, she scoffed and said “we don’t have matches.” I blinked in confusion because what do you mean? She asked to transfer me to house keeping just to double check, I said sure. I spoke to a woman in housekeeping and she said there were no matches there. Also, to go back a bit, when I was waiting for the matches after my second call, I went to the hallway, where there were a minimum of 6 housekeeping carts and asked two employees for matches and they didn’t have any. So, the woman in housekeeping transfer me back to lobby and I express my deepest confusion to the woman at the desk. She explains that “in her two years of working there, I am first person she’s ever had to ask for a book of matches and she doesn’t believe the GSR has ever had matches and if they did, they probably got rid of them because of the non-smoking rooms.” Now, she mentioned this earlier when I asked for matches. She responded with “We don’t have matches because you’re in a non-smoking room.” The entire building doesn’t have a book of matches because I, personally, am in a non-smoking room? I explained to her I don’t smoke, never have, and if I did smoke, I’d have a lighter. I need matches for a candle. I asked her if the GSR having a lack of matches was common knowledge amongst the staff or a recent change because I’ve been waiting for 2 hours for something I was confirmed, twice, by two different employees, would in fact come and you’re now telling me there are none of the property. She assumed it was a recent change, but didn’t know for sure, and kept making comments that had nothing to do my line of inquiry. There was no apology for my wait. I wasn’t speaking to her as a person, I was speaking to her as an employee of the GSR and there should be a certain level of professionalism. Later that night, I called down to ask about the tiny bottles of toiletries. The man at the desk told me we aren’t allowed to take anything and it’s assumed everything stays in the room. That’s deeply untrue because the water bottles that are complimentary FOR the GUESTS are meant to be taken. Why would the hotel keep them? Are you going to empty them and wash them and then refill them and put them in a different room for a different guest? No. That would be unsanitary in many ways. The man asked me what was included in my room and I knew then he wouldn’t be able to provide accurate information. He told me the little toiletries are for the hotel to keep. Now again, that can’t be true, because one of the toiletries is a massage bar… there is no way a bar of soap is going to be reused by different guests. Also, the tiny bottles of body wash, shampoo, and conditioner are meant to be used in the shower, on your body, I doubt the GSR housekeeping staff will be taking these bottles, dumping them out and wasting the product because you’d have to dump it out because who knows what other fluids are in these bottles, and then washing the bottles to refill them and then distributing them to different guests. That would be disgusting and I hope that isn’t what’s happening. The mobile ordering app was fine, but unfortunately the app has glitches. The app said Chick & Pete’s were closed, even though the GSR website said they’re open. I called C & P and the hostess explained the app glitches and they’ve had this problem before, she told me I have to come to restaurant to place an order to go because they have no control of the app. First, no In-Room service and now I can’t place an order for delivery or pick up. The Grand Cafe only have pick-up available on 02/09/2026, but for a few hours had pick-up and delivery available on 02/10/2026, but by 3:00 pm only pick-up was available. GSR, you need to fix your system. These are amenities we are paying for when we book the room and they aren’t available to use and we receive zero discount or advance notice that they won’t be available to use.
