in the last week
We stayed at the Grand Canyon location after having previously experienced the Bryce Canyon location, and unfortunately the difference was enormous. First of all, the accommodation is misleadingly presented. The dome appears to be made of glass in the photos, similar to the Bryce Canyon location. In reality, the dome is made of plastic, which makes a huge difference. One of the main reasons we booked this type of accommodation was to enjoy the night sky and see the stars from inside. Unfortunately, visibility through the plastic was extremely poor. The overall condition of the accommodation was also very disappointing. There was tape being used to cover gaps, and we even found a huge cockroach inside the dome, which we had to kill ourselves. However, the most serious issue for me personally was the food. I had explicitly informed them in advance that, for religious reasons, I cannot eat pork. Despite making this very clear, I was served pepperoni. This is not a simple food preference or a minor mistake. I had specifically explained that I could not eat pork, and I find it extremely disappointing and unacceptable that this information was not properly respected. The entire experience was so disappointing that my son actually cried. This was supposed to be a special family experience during our vacation, and instead, it became one of the biggest disappointments of our trip. What makes things even worse is the way the situation was handled afterward. After explaining all of these issues, they offered only a 20% refund. I made it clear that, considering the misleading presentation of the accommodation, the poor condition, the cockroach, the failure to respect an explicitly communicated religious dietary restriction, and the overall disappointment caused to my family, I believed a full refund was the minimum appropriate solution. They did not agree to properly compensate us. I rarely leave negative reviews, but I feel future guests should know exactly what they may be getting. Having personally experienced both the Bryce Canyon and Grand Canyon locations, I can say that the experience at Bryce Canyon was significantly better. The Grand Canyon location was, in our experience, nowhere near the standard we expected based on the photos, the price, or the promises made. Very disappointing experience from beginning to end, and even more disappointing customer service afterward. I would strongly encourage future guests to carefully manage their expectations and to make sure they fully understand what they are booking before spending their money here.
