Grand Beach Hotel Bay Harbor

The location was great and the room was clean, but the service was disappointing. The afternoon-shift woman at the front desk was very rude, and the staff seemed annoyed by our questions and showed little basic customer service. I was due to check in January 27th and leave February 3rd, but I checked out January 29th because the interaction was so unprofessional. I raised a specific issue with the supervisor, but they were dismissive and rude instead of addressing it. For the price, I expected better. The front desk showed no professionalism or accountability, and I wouldn't stay here again or recommend it to anyone expecting basic respect.

Beautiful water views, including Miami Beach, were a highlight throughout our stay. The location made it easy to explore, with great shopping and restaurants nearby. The staff were consistently welcoming, friendly, and attentive. Daniel, the manager, deserves a special mention for being so helpful and going out of their way to make sure everything was right for us. That personal attention made a real difference. We had a wonderful stay and will return for future vacations.

The property itself is nice, but the service was awful enough that I wouldn't stay again. I was there in December, and the pool being closed to swimming after sundown was annoying. The pool area is beautiful at night, so shutting it down that early made no sense. That was the least of it, though. The front desk women were consistently rude, curt, and unprofessional. They gossiped through long conversations while guests were checking in and spoke negatively about guests out loud. When another guest had an issue, an employee discussed it with housekeeping and then the valet instead of handling it professionally. Everyone nearby knew there was a “problem.” It was embarrassing and wildly inappropriate. I've also been trying to get an itemized receipt for over five weeks. On my first call, they put me on hold for more than 20 minutes because they were “busy,” took my email, and said they'd send it. Nothing came. The second call went the same way, and still no email. Tonight, I was told it had been emailed, but it hadn't. When I asked what else could be done or who I could speak with, I was told to “call Daniel tomorrow.” The employee refused to give me her name when I asked, saying she doesn't give it out over the phone. This place is mad weird. The front desk has zero customer service skills, professionalism, or accountability. A nice-looking hotel isn't worth it when the people running it act like this. I would never stay here again and wouldn't recommend it to anyone who expects basic respect or professionalism.

The rooms have cheap vinyl laminate floors that hold dirt. I ran one wet paper towel over a small patch, and it came away filthy, as shown in the picture. The heavy room doors also slam shut all day and night. Most rooms have lovely outdoor balconies, but there's no lighting, so they're pitch black if you want a drink or meal after sundown. And the pool and hot tub close at sunset, so there's no fun after dark.