I first booked this trip via Agoda. When I arrived at the hotel, they told me they no longer do business with Agoda and they will see if I booked prior to the partnership.
They called me back in to the reception and they two staff members were giggling to each other and saying "you tell him" and "oh no you tell him the bad news". Very very unprofessional. They informed me they couldn't honor my reservation and I should call Agoda for a refund and also asked me to lie to them and say the hotel is fully booked.
Well, I didn't lie and told Agoda the truth and they luckily cancelled it after checking with the staff.
Grand Day receptionists then asked me to book directly through them for the cheaper rates, which was a lie. I found hotels.com to be about 10% cheaper. She wouldn't even match let alone beat the price, and have me an attitude and more lies like "the price doesn't include tax and fees".
Finally, when all was said and done, the receptionist said only the smoking room is available for now and the non-smoking room would take over an hour. At that point, I was tired and reluctantly agreed.
Bottom line, if it's not a global brand, it's a hit or a miss. The staff weren't clearly trained in hospitality. What a shame.