Grand Cosmopolitan Hotel

I am writing to express my profound disappointment with the quality of service and overall experience at your hotel. As the owner of a Forbes Travel Guide travel business, I can confidently state that the standards I observed during my mother's recent nine-day stay do not align with those of a five-star establishment. My concerns include allegations of racism, deficient customer service, archaic operational systems, and a general lack of courtesy. During a conversation with your staff, I personally experienced what I perceived as differential treatment towards ethnic minority guests, exemplified by an abrupt and unannounced call transfer. Furthermore, my mother reported a consistently unwelcoming atmosphere, characterized by a lack of basic acknowledgment from staff, which discouraged her from fully enjoying the hotel's facilities. I also noted several specific issues, such as the failure of in-room entertainment systems upon arrival, despite explanations that seemed illogical. Additionally, a request for basic amenities, including a fruit bowl, was not fulfilled. The condition of the steam room, with its hazardous flooring, was also concerning, as was the unusual practice of collecting tourism fees only upon checkout. The Eastern European composition of the staff also seemed to contribute to a lack of understanding and accommodation of diversity, compounded by communication barriers due to insufficient English proficiency. I would like to commend Michael from the breakfast area, who provided exceptional service and demonstrated genuine hospitality. His positive attitude was a stark contrast to the prevailing atmosphere, and I sincerely hope he finds an environment that values his contributions. In conclusion, I regret to say that I cannot recommend your hotel, particularly to guests of ethnic minority backgrounds. The experience was far below the expected standards of a five-star hotel. You are a two star hotel claiming the fabric of a five star. Do better.

I usually come to Grand Cosmopolitan Hotel to take a café latte and sandwiches. Today I went with a friend and we took also the lemon cake. I like this place to relax or to come and work. And what I like most is they give a yummy cookie with the coffee.

The hotel was incredible. The stuff was super friendly and the room was better than I expected. Very clean and cozy. We booked the family room for 5 people and we were fully satisfied. Room service was very friendly, especially Ingyin, who was very polite also. I am for sure coming back! Highly recommended.