Frequently asked questions

Overview

Grand Luxury Hotels is a reservation service offering only the best authentic luxury hotels, combining personality and service excellence.

WHY GRAND LUXURY HOTELS ?

The Grand Luxury Hotels hotels collection offers only the best hotels in each destination, in accordance with our philosophy of authentic luxury.

Enjoy exclusive Grand Luxury Hotels clients' benefits in many hotels of our collection along with a unique experience, thanks to the attentive service brought by our team of GEMs (Guest Experience Managers).

Do not hesitate to contact us to recommend hotels you've recently visited, and which correspond in your opinion to our collection.

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Grand Luxury Hotels client benefits

The quality of the relationship Grand Luxury Hotels entertains with each luxury hotel in the collection, allows Grand Luxury Hotels to offer you certain benefits.

Grand Luxury Hotels benefits are applicable when mentioned in the "rate details" during the reservation process.

Here is a list of Grand Luxury Hotels client benefits. We invite you to check in the "rate details", that they are applicable to the rate of the room you want to book:

  • Room upgrade subject to availability upon check-in

    Upon arrival at the hotel if the room category just above the one you booked is available, the hotel will systematically upgrade you.

  • Guaranteed upgrade subject to availability when booking

    At the time of booking, if the room category just above the one you booked is available, the hotel will systematically upgrade you. Unless otherwise stated during the reservation process, the upgrade will be confirmed by your GEM after your reservation. Please do not hesitate to contact us should you wish to check availability of the superior room category before booking.

  • Early check-in and/or late check-out, subject to availability

    • Early check-in : The hotel will systematically allocate a room to you before the standard time of arrival, if it is available.
    • Late check-out : You can systematically leave your room after the standard check-out time of the hotel, if it is available.
  • Complimentary daily American or Continental breakfast for 2

    We offer complimentary breakfast (Continental or American) for a maximum of 2 persons per room, even if it is not included in the price offered by the hotel.

  • Complimentary credit

    A credit is a certain amount allocated to you per day or per stay. There are three types of credit.

    • Spa credit : the amount offered is to be used on Spa treatments at the hotel
    • F&B credit : the amount offered is to be used on hotel restaurants or bar spendings.
    • Incidentals credit : In some cases the credit is valid for all expenses incurred at the hotel.

    A credit cannot be used to reduce the price of the room and cannot be refunded if not used during the stay.

For all other cases which might seem ambiguous, do not hesitate to contact your GEM.

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Grand Luxury Hotels Concierge

Any hotel booking made through Grand Luxury Hotels provides free access to our concierge service to assist you in organising your stay.

Each Grand Luxury Hotels client can use the Grand Luxury Hotels concierge service on a complimentary basis, without any commitment and whatever the number of reservations made in the year.

The Grand Luxury Hotels concierge service only limit is your imagination. Our concierges are at your disposal to organise your transfers, operas, concerts, tours, restaurants, ...

Grand Luxury Hotels GEM

Your GEM (Guest Experience Manager) is your primary and dedicated point of contact. He will learn to know you and will recommend hotels that suit you best, depending on your tastes and preferences. Your preferences are automatically sent to hotels where you are staying. Your GEM remains available during your stay to answer all your requests.

Each Grand Luxury Hotels client can benefit from a GEM, with no obligation regardless of the number of reservations made in the year.