Naples Grande Beach Resort

The common areas and my suite were shabby. At over $600 per night, that was a major letdown. The resort advertises five restaurants, but Pelican restaurant has been closed for months. The others all run the same limited menu, with little variety unless you're especially fond of fries. Breakfast was chaotic, like a crèche, with children running everywhere. There was no calm, adult option with even a semblance of decorum, so we had to eat off-property for a civilised start to the day. Room servicing was inconsistent. Sometimes the bed was made, coffee replenished, or clean towels provided. Shampoo, conditioner and body wash were never replenished, and two of the dispensers didn't work. At $600+ a night, “sometimes” isn't acceptable. The adult pool music needs attention. It was a relentless bass thump from multiple sources, with no clarity, balance or atmosphere. Cornhole was placed at the foot of the stairs to the pool deck, right beside the adult pool entrance, creating needless congestion and noise in an area meant for adults. I was extremely disappointed with the hotel side of the resort. The common areas are past their prime, yet the rates are still premium. What I experienced fell far short of what was promised and paid for. Those expectations are justified at this price, and the stay was unacceptable compared with the standards I was led to expect. After I raised these issues, the hotel responded, “We hope we will have another chance to show you what we are truly capable of”. They didn't comment on any of the problems, just invited me to come back and spend more money. I gave you EIGHT (8) nights and you showed me nothing! Basically, thanks for your money, see ya!

We had a wonderful stay. Everyone, from the front desk to the other services, was extremely helpful and polite. Ella and Nino were amazing, attentive, and really helped make the stay pleasant. The facilities are a bit outdated, though we were told updates are underway. Everything was clean and comfortable, and we enjoyed our time there.

We bought Spa Groupons for our second anniversary and called to book a Tuesday during our Naples trip. The person on the phone confirmed that date and said the only restriction was weekdays, Monday through Thursday. I didn't have a card with me to finish the reservation, but they told us calling back the next day would be fine. Then the next day we were told the Groupon couldn't be used on the date we'd already checked, which was the only day we could manage. The terms mention blackout dates without listing them, and we'd been assured both that the date was open and that the Groupon applied. The Spa manager was incredibly rude. She suggested I had made up what her employee told me, saying, “No one working yesterday would have said that.” She wouldn't honor the information we'd been given or offer any accommodation, even after we explained that we got married at this venue two years ago and spent tens of thousands of dollars on the wedding. Now we're past Groupons' refund window, though we wouldn't have been if the booking had been completed when we first called. I hope Groupon makes an exception. It's really upsetting to be treated this way by a place that means a lot to us, and I hope management considers what this kind of service does to the venue's reputation.

Sammy at the front desk was helpful, attentive, and full of useful information. Our room was clean, room service came quickly, and we had a relaxing time at the pool. Dinner even came with a beautiful sunset. The standout for us was Tshaunaa. After a long day of travel delays, we got to the resort around 10:50 p.m., tired and looking for food, especially for the kids. The desk told us the restaurant closed at 11, but Tshaunaa helped us just before closing while finishing her shift. We expected her to be annoyed by the late hour, but she was so welcoming. We saw her again at breakfast and dinner the next day, and she's funny and easy to talk to. We told her she deserved employee of the month, and she laughed. She made the meals and the stay memorable. Great service for the whole family.