Grand Hotel Golf Resort & Spa, Autograph Collection

The bay views are spectacular, and the Grand's grounds are immaculate. We especially enjoyed the 1.5-mile bayside sidewalk south of the property, which passes in front of all those multimillion-dollar homes. Every one looks like it belongs on the cover of Southern Living. Fairhope and Point Clear nearby feel like real-life Hallmark movies. It made for a really fun couples getaway, and we're definitely coming back soon. The staff were fabulous too.

We were told customer care would escalate our complaint and have a higher-level manager call within 24 hours. No one called. When we followed up, the only added offer was 3,500 points, on top of the original 25,000 points the first manager said was the maximum, with no exceptions. About 28,500 points might cover one night's room, but not the suite we paid extra for, and it didn't come close to reflecting what our family went through. At one point, someone even joked about the situation. It felt dismissive, like a small gesture in place of taking responsibility for a serious pest problem and major disruption. Around 10:30 at night, we found termites in the beds, on the couch, and coming out of the AC unit and the floor beneath it. They were landing on our children. We have four kids, so it was upsetting and completely unacceptable. The staff did move us fairly quickly, but we had to pack everything late at night and walk through rain with the kids and our belongings to another building. The replacement room was much smaller than the suite we'd paid extra for, and we didn't feel we had much choice. The elevator also didn't feel safe. It beeps constantly, closes too quickly, and starts moving down as the doors close. I was almost willing to say it began moving before they were fully shut. My wife refused to ride it again after her first trip and took the stairs to the third floor each time. I don't usually leave negative reviews because I don't like hurting a business, especially one with the Grand's history and importance to the community. But this is a venerable local institution and deserves better service. Since becoming part of a larger corporate entity, the hotel seems to have lost staff ownership and pride. There was no help with our bags, no one guided us to our room, and hardly any staff around to orient us or make us feel welcome on such a large property. It didn't feel like a five-star stay. At one restaurant, we arrived about 15 minutes before closing, hoping to order a quick dessert and be considerate of the staff who were preparing for breakfast. Before we could explain, we heard a waitress audibly groan about another customer coming in so close to closing time. We felt intrusive and unwelcome, which isn't what you'd expect at a resort like this. The children's Christmas activities are a good idea, but the candy cane hunt seemed hastily arranged, with little organization or enthusiasm, almost as if it had been planned at the last minute. By contrast, the paid holiday events open to outside guests, including the gingerbread house activity and Christmas stroll, were well done and genuinely enjoyable. The Grand's history and reputation set high expectations, which is why this was so disappointing. It still has the bones of something special, but the service and attention to guests need to live up to the name. I hope ownership takes the feedback seriously and makes the place feel special again.

The historic property has lovely reminders of its story throughout, including statues and tributes, and it's easy to understand why The Grand Hotel has been cherished for generations. We had lunch and cocktails overlooking the bay, and both the presentation and food were great. The waterfront feels peaceful, with swings and a putting green right by the water. The staff were welcoming and very friendly. We loved wandering the gardens and walking down to the bay, among the huge oak trees and brick paths. It's a beautiful place, mixing Southern charm with a relaxed coastal feel. I'd recommend a visit if you're in the Fairhope area, whether you want a quiet weekend, a celebration, or just some time to unwind. Can't wait to return.

We had great service, and I liked the pool, the food, and the view. The spa was nice too. But the interior artwork, with paint splattered across the glass and frames, is really awful decor.