Don't stay here if you value service and respect yourself. The front desk is a mess: no one if friendly nor helpful. No smiles, no wow contact, no gratitude-- and no organization nor communication. They couldn't get it together to come to my room to pick up a small bag of laundry--even though the desk assured me twice someone was coming. After 30 min of waiting I took the bag down to the front desk and the attendant was so uncertain of what to do it made me fear they'd lose my laundry. I then did have to track my laundry down in the afternoon. When I got a knock on the door, a valet tried to me two big bags filled with--I'm not sure what! I had a shirt and jeans, sir, on two hangers. So confused. I asked to gain the contact information for the GM; same attendant said she'd get me a card, disappeared around the back wall behind the desk and: never came back out! Holy cow! Where'd she go?! You couldn't simply wrote a phone number or email address on a piece of paper? Good gosh. When I arrived two nights again: unfriendly unhelpful clerk for the check in; valets don't open doors for guests; they don't look at guests to greet warmly. Wow. My bathroom had a highly visible eyeliner pencil on the bathroom floor--how could you miss it, housekeeping? Only bright spot was in the conference room and catering waitstaff: marvelous led by two exemplary hoteliers--Lynn and Alex. Lovely helpful kind banquets waitstaff--Karen, Dawn, and other wonderful ladies, did a superb job service us quickly, thoroughly and unobtrusively. I was only here for a work mtg; I will inform my client what a bad experience and horribly run hotel this is. APATHY:-( read more

I stayed just for one night for work so i didn't get to enjoy most of the 'fun' part of the casino itself but this hotel is in a great location. It's near the fox theater, outlet, and restaurants. I was lucky to get an early check in and the room was great! It's got the modern looks and marble floors on the bathroom. They don't seem to have bathrobes or toothpaste. Oh the minus 1 star is for valet - they take forever to get your car from the garage but they try to be really nice to you read more

The customer service is appalling here. We called ahead to make sure our room was ready and that we could check in and they told us good to go. After arriving, we waited 45 minutes in a HUGE line only to be told our name wasn't on the reservation. So we had to call and confirm that it was, wait in the line AGAIN only to be told the room wasn't even ready. I would avoid staying here at all cost and stay in another one of the hotels. Rooms are okay but the horrible customer service isn't worth it. read more

Grand Pequot Tower - The line just to check in... Awful. - Hotels Near Me - Mashantucket, Connecticut

My husband and I stayed here for my 31st birthday. We have never stayed at Grand Pequot, always stay in Fox Tower (because I use the GSpa). We checked in late due to work and the drive (about 8:30pm) so they had given away our reservation. However, the man at the front desk didn't bat an eyelash. He just said "Let me be right back". He came back with a big smile and handed us two room keys and told us to enjoy the night.. It was such a nice suite. He never told us that we were getting the upgrade (esp at no charge!), so he didn't even get a proper thank you. We will definitely be back (we are here several times a year anyway) and we will look for him to thank him. In the meantime, THANK YOU! :) The room was beautiful. Stocked fridge (with water and Pepsi), clean, and spacious. We had 2 balconies and a hot tub. Nice, large, comfortable, king size bed. Very thankful. read more

Short version: we were charged $458 when we were told we would only have to pay $129. -- On Friday, Oct 17 around 6PM, my fiance and I checked into the Foxwoods Grand Pequot Tower as a part of a wedding party. We planned on staying for Friday and Saturday night. Upon check-in, we asked what our room rate and total would be for the weekend to confirm. At this time, the front desk clerk informed us that our total for the weekend would be $129. Since this number was much lower than the previous rate we had been told, we asked how she came to this number. She said that our Friday night had been "comped" resulting in a $0 charge and that our Saturday night rate had been adjusted to $129 (weekend total of $129). This was a lot cheapier than we had expected to pay and we figured it was due to the volume booked for the wedding had brought the rate down. When we asked why this favorable adjustment had been made, she couldn't give us a straight answer. Furthermore, when we asked for a print out of the quoted rate for confirmation later, she was unable to provide it. She said that the system would recognize the change on Sunday when the billing process went through at 2am. We found this suspicious and wondered why they would be hesitant to give us a print out of this new amount. We asked to speak to a manager which is when we were introduced to "Heidi." She also looked at the system with the clerk and confirmed that this information was in fact correct. She printed out what she currently had but this showed the balance of $458. She said this was the only print out she could provide since the adjustment wouldn't go through until Sunday and that I would have to sign this to confirm but would see the changed rate on Sunday. She said that if we had any questions/issues, to ask for her. When we went to check out bill on Friday, we found that we had been charged the $458 amount. I went to speak to the staff and magically no one could find this adjustment noted in the system and furthermore Heidi couldn't recall our conversation. I'm thinking this might be some kind of scam to encourage you to spend more money in the casino thinking you saved a bunch on the front end but won't check your bill to see how much you were actually charged. We've tried to talk with multiple people and have been shopped around to various managers and personnel with no end in sight. read more

The room was nice but the service was terrible. Long lines to check in. Only a few of the stations were open. TV was too hard to figure out and no station listing was provided. Called and asked for one but it was never delivered. You can't call directly to the Front Desk--everything goes through a call center. Dialing the operator gave that wavy noise so tried the "Express." That resulted in a recording and a wait for a person, who then had to connect me with someone else since she wasn't located at the hotel! read more

I've stayed at Mohegan 20+ times over the years, this was my first time staying at Foxwoods. While the casino itself was fun and clean and felt updated the hotel was...not worth the money. The furniture and the bathroom and everything else in the room was clean on the surface but looked very worn out. Chips and cracks everywhere, stains on the rugs/furniture that are there permanently. The bed was OK. Totally stay-able for one night but I wish I did this time what I've done countless times in the past...stay the night at Mohegan (Sun Tower is gorgeous), take an Uber to see the show I want to see at Foxwoods and Uber back to Mohegan for gambling/eating/fun and a pristine comfy hotel stay. read more

This place is nice. Obviously Fox Tower is newer but I enjoyed my time at the Grand Pequot Tower. The room was so nice and the service was speedy and helpful. Whatever we needed we were given in a very timely manner. We stayed in a nicer room with beautiful views. I'd for sure stay here again. The entire room was clean, homey, and beautiful! read more

Horrible customer service! I was so happy to spend my 50 th Birthday here since its been years. When calling to make a reservation the man offered me a high floor room with a view . I was very excited, he said if we come early we can probably get right in. That was a joke because by 5 pm my room was still not ready ! I was so tired of eating and walking I just wanted to relax in my room before the big Birthday night with my spouse . They couldn't even tell me when my room would be ready so , after waiting i got my money back and went home . Needless to say I didn't celebrate my birthday there and don't think I ever will. read more

Quick check in, spacious and clean room. I gave it 4 stars due me actually feeling comfortable here if that makes sense. It would have been 5 stars but the bed felt like a 15 year old spring matress. Didnt hear much noise from other rooms which is very nice! Will definitely stay here next time I'm in town! read more

We have stayed at all the hotel with Foxwoods and this is by far my favorite one hands down!!!!! Not to mention my free nights u so can't go wrong!!!!! Large rooms perfect comfort and super clean heading back next week!!! read more

This hotel was great, clean and beds were comfortable. It's nice because of its location as well, being close to most restaurants, etc. professional staff. Overall nice Stay. read more

We were so excited to stay here... but had a pretty awful experience. We splurged on a room that cost us close to 300$ for an early Valentine's Day. It was a corner suite with the jacuzzi in the bedroom. When we arrived to the room it appeared on the surface to be clean and beautiful. The first terrible thing that happened was that in the middle of the night I went to use the bathroom. I was tired so I didn't turn the light on. When I woke up in the morning to use the bathroom again I turned the light on and was horrified to see dried pee all over the floor. I had walked on this dried pee with my bare feet in the middle of the night then got back into bed. I was SO UPSET. I was disgusted. I called down to the front desk and told them of this disgusting situation and was met with a half hearted apology. Unimpressed. Later in the morning we decided to take a jacuzzi bath. We were both most looking forward to this jacuzzi bath, it was the whole reason we got this specific room. We got in and we're enjoying ourselves. Now, brace yourself. This is where things get especially awful. We turned on the jets. BLACK MOLD. SHOOTING OUT OF THE JETS. ONTO OUR NAKED BODIES. I cried. I was disgusted. It crossed my mind to call the health department. I feel certain this must be a health code violation of some kind. I couldn't believe that we had put so much money into this hotel room... we'd been counting down the days till our stay arrived. We had been so excited for our 24 hour getaway. It was ruined. I was crying on the phone when I was explaining this situation to the front desk, telling them this was maybe the most disgusting situation I'd ever been in. They didn't offer anything other than to switch the room (which didn't even matter because check out was just a few hours away). I asked for a full refund which they gave me. Overall I didn't feel that their apology was genuine at all. How can they possibly think it's ok to charge 300$ for a filthy room with mold in their jacuzzi. I'm offended, disgusted and downright angry at this establishment and their clear lack of care for their guests. Shame on them for ruining our mini vacation that we worked so hard to have. read more

Valet was backed up upon our arrival and it took 10+ minutes to be served. Check in was easy. Our party had two adjoining rooms. Rooms were large but showed some wear and tear. One of the TV's was old with a very poor picture but the one in the other room was brand new and excellent. The beds sagged in the middle and the sheets were very rough. There were no towels in the pool area and we had to go back to our room to get them. The pool area was nice but pales in comparison to the pool at Mohegan Sun. Housekeeping brought new fresh towels to the room quickly. Checkout was easy. read more

Arrived at 4:00 for a reserved room and ordered a rollaway bed for an extra charge. I was asked to wait for the room to be ready. So we sat down for an hour before going back to the desk and telling them we have plans for the evening at which point I was given a room. No complaints about the room itself. We left the room for 5 hours for some dinner and entertainment expecting the rollaway bed to be there when we arrived but it wasn't. We went down to the lobby to let them know that the bed had not arrived and after a moment were told that housekeeping had been notified and that the bed was on the way up. We went back to the room to wait for the bed and after another 45 minutes called down to the front desk to see what time they would deliver the bed since it was 2 AM by this point. I was told the supervisor said that the bed is on the way right now. Here I sit 20 minutes later still waiting for my bed. I wouldn't complain but this is not the first time we have had this problem at the same hotel. Very disappointed with the quality of service. read more

The desk staff was rude! Less than helpful as well. After getting wrong information from the desk staff I had to hunt down a bell-man who was great but it took us 4 staff members before finding someone to get us in the right direction. You just get the vibe that the customers are so obnoxious that the staff is miserable and hate's their jobs. read more

If I could give zero stars I would. I am very dissatisfied with their customer service, gave three different fax numbers to fax paperwork for my 24 year old daughters birthday. Managers kept her and 3 friends waiting over 2 hours, wouldn't speak to me on the phone so I could confirm my credit card number, and to top it off, they were very rude to her. I will never stay there again, and will inform everyone I know about their service. read more

Stayed there with my husband and two friends. We reserved the two bedroom suite a couple months in advance and they offered me early check in at that time. We arrived at 2:45 and were not granted the early check in and the hotel front desk staff failed to explain to me why we weren't granted. They were not accommodating at all and kept giving us an excuse as to why the room was not ready. They didn't even make an effort to get the housekeeping staff on the line and put a rush on things. We waited over two hours in the lobby and checked in past 4:30 which the website clearly states check in is at 4pm. We tried calling someone while waiting and the woman on the phone said check in is after 4pm and there's nothing she can do for us. The front desk clerk Antone kept telling us 5 minutes every time we went up to the desk. He said the maid was still in the room and didn't know when we will check in. My husband and I went back to the desk around 4:30 and the clerk became so upset with us being upset that he got the manager Michael who was very rude to us. He never apologized and failed to explain to us what was going on. He kept saying because we wanted a smoking suite that it takes longer. He barely spoke any English. I mean I'm Asian and my mom barely speaks English but I couldn't really understand him like I do my mom. My husband asked him what he would do for us and Michael gave him an attitude and asked my husband "Do you want me to call the maid service and find out what's going on or do you want me to stand here and keep talking about it with you?" He was very rude and sarcastic and we were shocked that he even said that. My husband and I just stood there in silence. He waited for us to answer and it was like a stare down contest. Finally after staring at us for like what seemed an eternity, he turned around without saying a word and went behind the wall. A few minutes later he came back and said the room was ready. He didn't offer us anything or an apology. I finally had to say something because I was so disappointed. Here I am on my 30th birthday after a long work day and already I was having a bad experience. We have been coming here for years and never experienced such a horrific event. I asked the manager Michael if he would give us a late check out at no additional cost because I found it unfair that they checked us in late and expect us to leave next day at 11am. I expect what I paid for. He was very hesitant but gave it to us anyway. I haven't even checked my account yet because they never gave me a receipt when I checked out. I was supposed to get an email but never did. I'm hoping we weren't charged for late check out. So that's my experience and in my opinion this place has fallen downhill as far as customer service goes. The one upside of this experience is that the two bedroom suite was beautiful. We throughly enjoyed the room. read more

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Stayed over night and found the staff very friendly. The location is perfect since it is close to the restaurants, a casino and the outlets. We went on a Monday night, so we were able to take advantage of pre-fix menu at David Burkes and lower hotel price. read more

This is a service rating. If we ever get a room, I can leave a review for the hotel. Don't bother checking in early. Arrived at the hotel at 1:00 and checked in, knowing lots of families on vacation this week. Room was not ready. Said they would text us. No worries, went to the casino for awhile and returned at 3:45 to check the status. Room not ready. Check-in is supposed to be at 4:00. It is now 4:20, just asked again and still no room. Problem is this was a gift with food vouchers attached. You charge the meal to the room at the restaurant to redeem the vouchers. With no room number, we can't use the food vouchers. This was a paid gift, not a free room. We would go purchase something to eat and, but the food vouchers would be wasted. 85 year old mother is in a wheelchair and diabetic. More than a little frustrated right now. read more

This review is for the Grand Pequot Tower hotel at Foxwoods only. I stayed 2 nights in mid October 2016 for the annual New England Pharmacist Convention. I upgraded my free room to the Corner Suite for an additional $169 per night. The room itself was fantastic, the customer service was not. If staying there I highly recommend the corner suites - they are spacious with a separate bedroom and living room area. The living room area has a wet bar and comes stocked with a few bottles of water, diet and regular soda complimentary. I specifically asked during booking for my room to have access to the balcony, otherwise the door leading to the balcony is locked for liability issues unless you put in a special request. I originally tried booking a corner suite for 3 nights during my conference - Wednesday, Thursday, and Friday. I was told by the reservation desk that all Grand Pequot suites are reserved on weekends in case any "high rollers" show up and so I would have to relocate to the fox tower if I wanted a suite for the 3rd night. Even though I was paying for the suite in full and at full price for the Friday night they would not let me book the suite for the 3rd night .... Even though it was available and not booked. In the end we left the property on Friday afternoon and they lost out on the money I would have spent there not only on the room for the 3rd night, but also money I would have spent on food/drink and gambling. To summarize gorgeous corner suite (5 star accommodations) but poor customer service left me feeling like my business wasn't important to them. read more

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I paid and booked through Travelocity, however, at time of checkout I was charged again by the hotel! Still haven't got a refund back on my card, even though I was told by the manager I would be refunded within the hour... That was three days ago! read more

First time staying at the casino itself. Checkin was at 4. We were here at 4. It's 5pm. Still waiting for our room to be ready. The place is beautiful, but all I want to do is rest in my room right now. I could have stayed at a nearby hotel for half the price and taken a shuttle in, in less time. They are offering us nothing for our troubles either. I hope the rest of the trip is not like this. We're staying at the Grand Pequot Tower. read more

I don't understand how they have such bad reviews. I've stayed at the grand pequot numerous times, the last time being 2 weeks ago. The staff is wonderful and friendly, check in was easy and quick, our room was so nice! They have renovated and did a great job, I actually like it better than the Fox tower. read more

Horrible experience from beginning to end. It started with the valet guy being beyond rude to me and my family as we stood there for 5 mins before he actually walked over. Then we were given the worst room possible; no view with an elevator 5 steps away to listen to for two days (ask for a high floor). Then this am at 9am the maid walked in the room without knocking or anything when checkout is at 11. The location is nice but I am very disappointed in the mishaps. read more

I just stayed here never again got a corner suite it was old and dirty the couch was ripped and the bed had some kind of pad that made the bed have lumps i asked for early check in because i am disabled i called before i got there to make sure we could get in they said to come down so we went and when we got there the room was wrong on there part so we had to wait now mind you i told them i was disabled they did not care this is how they treat people that are disabled we had to check out and cut our time short we could not sleep another night in that bed The hallway rug and the elevators were dirty and it smelled we were paying 300 a night for this but the worst thing is they dont care we were on the 18th floor dont go there i dont know why it says im from California because im from Ct and wont be back to this place ever read more

As a repeat customer at Foxwoods I always check room prices at the hotels looking for bargains. It is best to stay on weekdays and avoid the weekends (Fri-Sat) to get better pricing. Finally stayed in the Pequot tower this week and the room was most excellent. The lady that did my check-in and also my check out seems to think that her face might break if she cracked a smile though.... other than that she was professional enough. The valet service was also great. read more

Worst experience at a hotel ever. Did you know they reserve the right to search your car? Yep- You have to pop your trunk and allow the rudest parking attendant ever search your car. It was such a violation. I paid $500 for the room and was in tears before I even checked in, thanks to the power hungry parking attendants. I had the worst time, as I kept thinking about how poorly I was treated. Waste of money. Waste of time. I would never come back here. They do not deserve my money. read more

There is some inherent problem with the registration process at the Grand Pequot Tower. It's something quite recent, within the past year or so. My husband and I had stayed at MGM Grand before the transition to Fox Tower and it was an incredibly positive experience from the check-in process, to the room itself and to the level of attention guests received. We had also stayed at Grand Pequot a few times and were allowed to check into our rooms early without having to pay a ransom to do so and the rooms were absolutely what I asked for, near an elevator and facing the woods. My first horribly bad experience happened last May when I treated my sister and her husband to an overnight at the Grand Pequot Tower. They drove down from New Hampshire to celebrate their wedding anniversary with us. Again, check in before 4 p.m. wasn't possible but would have been possible with a $40 extra charge. We gave the desk all of our cell phone numbers and nobody ever received a call that the rooms were ready. At 6:00 we gave up from walking back and forth to the registration desk and went into the bingo hall to play. After bingo my sister walked back AGAIN and finally got ONE key. The rooms were connected thank goodness because when we went up to sleep at 2 a.m. we still didn't have a room key and had to go back to the registration desk to get our key. We get up to the room and it's the wrong key!! I had to bang on my sisters door to wake her up to let us in so we could go through her room to get to ours. What a nightmare and we got no apologies for the inconvenience. My most recent horror stay was just two days ago when we met with two other couples that we've been friends with for over 50 years for a reunion. We haven't seen each other in years so this was planned to be something special. I checked in first and my only request with the desk clerk was that we could all be put on the same floor closer to the elevator. The second couple arrived and was told they couldn't get get in their room yet either. We both finally received our room keys but the third couple was told their room would take time to be ready. My friend gave them her cell phone number and in the meantime she and her husband stored their luggage in the other couples room. Around 6:00 she got a call that the room was ready and she went for the key but didn't go to the room but instead she and her husband joined us for dinner. Around 10:30 her husband took the room key and told us that he would go get his luggage from the friends room and take it to their room. When he got to his room, the key wouldn't work. He walked all the way back to the registration desk and the clerk told him "oh, we gave your room away because we had a notation that you all wanted your rooms to be close together". They gave him a room key to a room that they took away and gave to someone else??!! Oh my God, NOBODY told the front desk that, and they gave his room away! They gave him another key to another room, as far away from the main elevator as a person can get and with no view at all of the woods. Needless to say, I had just about had it with the registration desk and I blew my top. I picked up the phone on the wall inside the casino, the phone that staff uses and I called and insisted to speak to the manager. She was the poor person that my wrath fell on even though she only clocked in to work after most of this was happening. Foxwoods has become cheap and greedy by asking for addition $ for an early check-in. There were three couples ready to let go of a few thousand dollars in their slot machines and they don't even consider apologizing and making things right? This is just despicable and bad business sense. Essentially, a person is getting a room for 19 hours, not even one full day, and when a good portion of that time is spent walking back and forth to the lobby begging for a room key then it's more aggravation than it's worth. My best advice is to stay down the street at Hilton Gardens and take the shuttle. At least you'll save yourself from a whole lot of aggravation and stress. read more

I planned an extremely last minute trip to Foxwoods and the employees working at the Grand Pequot hotel made it the perfect trip. Our check in wasn't scheduled for hours but Bonnie at the desk was extremely helpful and accommodating. She found us the same suite we had purchased that was already open and let us have an early check in. Later in the Grand Pequot casino a friend of mine lost her voucher, with a total of just over $300. She was extremely upset and found the slot supervisor Anjesh Patel. He went above and beyond to help us, and to our surprise, managed to return my friends missing winnings. The employees at this hotel are friendly, professional and extremely helpful. We had an amazing trip and will absolutely be back thanks to them. read more

Early check in was great. Room was decent. But the bed was so damn uncomfortable, and felt cheap. The middle of the bed was sunk in, and every time we moved it was making that get a new bed sound. Also had 2 mirrors in the bathroom but one mirror did not light up like it should have. Important to me because i need good lighting for my makeup. We didn't watch tv at all, just kept it on for some background sound since you can clearly hear the people next door. The tv had a green line going straight down the middle of the screen. But whatever. It was an ok stay read more

To start off my rant we started our drive from DC this morning at 6am. We called the front desk at noon and asked if we showed up at 2 would we have a room to check into since the normal check in is at 4, we got a yes we have a room ready for you, great! Next we wait in line for 30 mins to check in but no big deal since we know our room is ready, WRONG! Since we were not additional guests listed under my moms reservation we could not check in until she showed up. We called the reservation department and got it figured out and a half an hour later jumped back in line. The only room they had available was a king even though we asked for a queen, it would be 30$ to get a room with two queens. Awesome, we get up to our room and call the front desk to let us know when two queens are available and they said they are ready now, FAIL. Never have I ever seen so many incompetent people working under one roof! The stay is only 2 hours in and I feel the incredible urge to write this review, I only see this getting worse as the day progresses. What a waste of time and money, last place I will ever stay with again, strongly urge you to stay with MGM or any other hotel near by! read more

When I go to Foxwoods once a year I usually stay at the Fox Tower which used to be the MGM Grand. This year all the rooms at that hotel were booked up so the second best choice was this one. It was a disappointment. The room wasn't as nice, the view certainly wasn't as nice (it was of the Fox Tower), there was no bathrobe in my room....there were just a lot of little things like that that were missing. It wasn't a total disaster or anything, but next year I'm going to be sure to book early at the Fox Tower. read more

Stayed here for one night with the family, took the Fintastic package which includes a trip to the mystic aquarium. Accommodation was great! Considering that we had kids with us, they put us at the 9th floor where the pool and the spa was located and the hotel is located in the middle of the chain of the casinos so so it was really convenient for us. The room was clean and beds were nice, the view from the room was a roof with pebbles but we did not really check in for that, they had complimentary valet and was very prompt. We pre-register at 9 a.m. so we could get the tickets to aquarium and check in after, staff called me while we were at the aquarium at around 11:45 a.m. told me our room was ready and they are not charging for early check in, we checked in at 2 p.m. 2 hours early of regular check in of 4 p.m. with no hassles , staff was amazing. All in All the experience was Great! read more

Stayed overnight and did not have a good experience. We were awakened by a disturbance in the hall outside our room. A man was talking loudly on his cellphone, banging on doors, and cussing for about an hour. At 3am he decided to bang on our door and stated his name saying he has a lot of money and wants to come in. He tried to use his key and jiggled the handle to our room. We were frightened and panicked so we called security and they came but they did not follow up with us and we did not receive any calls or visits of concern. We were up all night wondering what happened and if this man was going to return. At check out, there was no concern; in fact, they had no idea what happened. When we questioned security, they said they could not comment on the situation. We did not feel safe and hotel staff/security was not concerned or helpful. In the end, we paid to stay in a room that cost over $700 and we felt unsatisfied and cheated of what should have been a relaxing night. We had reservations to return, but cancelled them. It really is unfortunate because we thought the customer service part would excel. We lost money, sleep and trust at this hotel. read more