Trailborn Grand Canyon

Donna Francis

in the last week

The staff was very nice and helpful. The room was very clean! Bed was comfortable. The outside was really inviting with a fireplace and lots of fun games and even free bikes to ride around town! We would definitely recommend!

B Pepper1

in the last week

Front desk employee was attentive on check in. The second day was a bit weird. We went back to the hotel after 7 pm. so we went to the front desk to ask for extra set of towels and ice. We never received it. After checking in the first day, there were just one set of towels in the room. The housekeeper handed us the 2 sets of towels. No ice bucket. Have to call front desk for ice. 1st day, the front desk clerk delivered but 2nd day, we ask for it and never received it. In short, we got ignored. The AC in the rooms are individually controlled. And the AC in our room is noisy and not as cold as we would like it to be. Safe and the mini refrigerator are both out of order. I don’t know why the hotel is a Marriott. Overall, we won’t be coming back.

Léa Dubois

in the last week

Terrible Customer Service We booked a room at this hotel through Booking.com as part of our road trip. Our plans changed slightly, and we simply wanted to move our stay forward by one day, even though rooms were available for tonight and Booking.com offered the option to change our reservation. This was absolutely not a booking error, contrary to what the receptionist tried to tell us, but simply a request to change the date. Another important point: the night we had originally booked was more expensive than tonight's room. The hotel would therefore have incurred no financial loss by accepting the change, since it would have kept the cost of the more expensive night for a night advertised at a lower rate. So we called the hotel to make this change. The receptionist, named Hina, was extremely haughty, dismissive, and rude. She told me, among other things, that if I had "booked the wrong night," it was "my fault" and "my problem." Except there was no mistake: we simply wanted to move our stay forward by one day. She then told me we would have to pay for both nights, despite the rooms being available that evening and the fact that our originally booked night was more expensive. But the most unbelievable part was how this exchange ended: Hina simply hung up on me mid-conversation. I had to call the hotel myself to try and continue the conversation and find a solution. We then asked to speak to a manager and learned that no manager was present on Sundays. For a Marriott establishment, this seems hard to understand. Unfortunately, we are forced to stay there tomorrow since our reservation is non-refundable. After being treated this way even before our arrival, we are now dreading our stay. Since the beginning of our road trip, this is the first time we have encountered such a rude person and such deplorable customer service. An extremely disappointing experience and a level of service that absolutely does not meet what we expected from a Marriott establishment.