Grand Beach Hotel Surfside

Horrifying experience!!!! Glass Shower door disconnected from the hinge while I was showering my 2 year old son. If I didn’t catch it from falling, It would have god for big fell on my son and shattered in to a million pieces. SUPER SCARY!! Also the worst service I’ve ever experienced, do not expect anything. Even tho you paying top dollar. Noisiest rooms ive ever stayed in. Floors in the rooms are filthy, prior guests hair and lint all over the my room floor and when I asked for slippers, they said they ran out. No help with your luggage upon arrival or checkout. Overall terrible experience. Would recommend staying elsewhere if you are spending the money.

We had a reservation checking in Friday and checking out Monday.
It was my wife’s Birthday and I was looking forward to making this a great experience.
I usually don’t post reviews or complain about issues when they come up only when extremely necessary.
Our check in process with Sophie was amazing! Everyone should have that experience and should head off to a great start. She was nice, helpful, and quick. She should definitely get a raise.
Throughout our stay we reached out to the front desk, IT, housekeeping, and engineering only when extremely necessary.
But when we checked out we told the front desk the issues we had overall and expected to be compensated. Unfortunately that’s when things went downhill and caused me to need to inform everyone - COMPLAIN WHEN THE ISSUES ARRISE! They said they don’t have any notes (they should because we called them). They have to open an “investigation”.
When we checked out we were told was no manager onsite so they said we should call in later which we did. When speaking to this manager (who hung up the phone on us and gave us attitude), we explained that if he will go up to our room, the issues are still ongoing. Nothing has been fixed and no need to get “notes” for this investigation, he can go see it for himself.
1. The TV shut off randomly, the remote barely worked, and the screen would change colors
2. The shower didn’t have a strip under the door so when you showered the whole bathroom was a flood- housekeeping was aware and said all they can do is give us more and more towels so that the room doesn’t flood.
3. The rooftop hot tubs hasn’t worked throughout our stay
4. The phones in our room didn’t work, they showed like they’re always dead, so we had to call with our personal phones to get anything we needed from the front desk.
5. When we came the linen had a huge stain, housekeeping came and changed it. The next day housekeeping didn’t show up when we requested. The following day when they did show up, again the linen that was put on was stained and dirty.
As I said earlier, I don’t like complaining so I took care of the issue by simply speaking to housekeeping or lightly bringing up the issues but now since I had this conversation with the manager (I will try to find his name) I need to tell everyone - PLEASE ALWAYS COMPLAIN, TAKE PICTURES, AND DOCUMENT!!! (You will need it)

Nice access to beach and good room, but the hotel seems understaffed and basic things you think would be available were not. For example housekeeping didn’t arrive to the room until around 3/4pm, cleaning rags were left in the room one day, and the pool staff didn’t have a simple rag to wipe down wet chairs with. No beach food/beverage service on a very busy, sunny day. Valet & front desk only had one person working on very busy days. It was clear that some of the best staff at this hotel were really pulling their weight for the rest.

The property on the main floor and the beach and pool area are pretty, but the customer service stinks.The food at the main restaurant is very good. However, we waited 6 hours for our room to be ready. You think since we were early birds, that they would have housekeeping clean our room soon after we arrived so we wouldn't have to wait 6 hours outside in the heat. All we wanted was abbed to sleep on. I understand that check in time is at 4 p.m., but I have been to many hotels, and have never had to wait until the very last second until the room was ready. If a guest shows up for one of your most expensive rooms, you make it a priority to clean that room as soon as possible. It wasn't ready until 4 p.m., 6 hours after we had arrived. We were tired and this was unacceptable.

Their website stated if I found a cheaper price that I would receive a complimentary upgrade. I never received an upgrade even when I found a cheaper price and asked for the upgrade two month before our visit. This is false advertising.

Also, our room was very dirty. There was soap scum and mold in the showers. Dirty toothpaste on the bathroom sink. It appears as if someone had previously thrown up on the bedroom floor and they didn't bother to do anything more than wipe it up so it was very obvious. We wanted to eat outside on our large balcony however there was sand all over the table, it had never even been cleaned.

We are frequent Hilton and Marriott customers, and have never had a room this dirty, and have never had to wait six hours for a room to be ready. We will not be returning.

For $600 a night, I expect exceptional service. We did not receive that. Housekeeping and customer service leave much to be desired. I would like a full refund.