FAQ’s
We’re here to help! Below is a list of our frequently asked questions to help you make your stay with us at The Grand a memorable one.
Can’t find what you’re looking for? Contact us to find out more.
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What is your cancellation policy?
We allow free cancellations and changes until 6 pm (hotel local time), 24 hours prior to arrival. Any cancellations or modifications made after that time are subject to a charge of one night’s room plus tax. Please note there are no cancellations or changes allowed on reservations booked under the Non-Refundable Rate.
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Do you have a reservation waiting list?
We do have a waiting list and will notify you should rooms become available.
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Do you permit pets?
We welcome you to bring one dog per room per stay – at no extra charge.
Max 1 dog per room per stay, up to 25 lbs. Dog must be registered with the front desk at the time of check-in. Dog should be on a leash or in a carrier in public areas and not in restaurant or fitness room. You must be present when the hotel staff is in your guest room with your dog. Your dog should not be left in your guest room unattended. Please make sure your dog is up to date on all vaccinations, with proof upon request.
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What are your check-in and check-out times?
Check-in time is 15:00; check out time is noon. Early check-in or late check-out can be arranged for a minimal charge if available at the time of check-in.
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How late can we check in?
You can check in as late as 6 am the day after you are due to arrive. Your credit card automatically guarantees your room. If you are checking in late and know this, please advise when making the reservation or call the hotel directly the day of arrival.
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What are your age requirements?
Guests must be at least 21 years old to check into the room.
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Are you able to hold our luggage?
We are happy to store your luggage either on arrival in the morning if there are no rooms available to check into or upon departure. A Guest Service Manager at the Reception Desk can do this for you.
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Is there a fitness room?
Yes, we have a Fitness Center with cardio equipment and free weights. Additionally, we will deliver exercise equipment and yoga kits to your room at no additional charge.
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Do you have room service?
The Grand offers room service from our onsite restaurants as well as a unique, multi-menu in-room delivery service from area restaurants. A member of our staff will deliver the order to your room and the charges can be applied to your room bill.
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Do you have laundry services?
Same day valet cleaning and complimentary self-service laundry are available at The Grand
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Do you provide housekeeping services?
Housekeeping is available upon request.
Express Housekeeping Service includes:
- Removal of trash and used towels
- Replenishment of towels and amenities
Daily Housekeeping Service includes:
- Removal of trash and used towels
- Replenishment of towels and amenities
- Wiping and cleaning of the vanity and counter surfaces
- Remaking of the bed
- Vacuuming if needed
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Is parking available at the hotel?
Parking is available at a discounted rate at the:
Q-PARK Car Park
Leicester Square
15% discount Prebooking- use code “CLUB2”
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How much do you charge for high-speed Wi-Fi?
Free high-speed Wi-Fi is available in all guest rooms and throughout our hotel.
