Grand Beach Hotel Surfside

The room was big and the location was nice, but I won't stay here again. The hotel felt packed, with beach chairs crammed together and no space to relax. We had to plead to get our room cleaned, and the staff were rude. We also booked the wrong location and had to rebook at the Surfside property, but they kept our deposit. The lobby was full of trash, and the downstairs bathroom was disgusting. Pay attention to the reviews.

We were with family and a group at Grand Beach Hotel Surfside, and although we first had a misunderstanding about an upgrade and some room comfort problems, management worked with us toward a fair outcome. Ms. Garcia, the Front Office Manager, was patient, professional, and genuinely concerned as she reviewed what had happened. Her personal follow-up made a difference. Clémence also helped keep communication moving during our stay. Problems can come up, but the hotel took responsibility and tried to put things right. We hope to return.

We paid $6,800 for five nights, and I wouldn't return even if the room were free. The place may have been a four-star hotel ten years ago, but now I'd rate it around two-plus. The beds were comfortable, but our king king double room felt dated. Its supposed sitting area was just a large pullout bed that wouldn't stay upright, and most of the refrigerators didn't work. Service was okay sometimes and nonexistent at others. Many guests seemed incredibly stuck up. It's sad that a hotel builds up expectations and then delivers so little.

After four previous stays at this very expensive hotel that left us happy, this one was horrible. It has gone way downhill. Our room wasn't cleaned for three days, and I had to hunt on every floor for towels because none were being delivered. The second bed wasn't made, so our child had to sleep elsewhere despite us paying for a hotel. I was repeatedly told housekeeping would come, but nobody showed up. A manager finally offered to remove our incidental and meal charges. They did that, but the charges appeared on my card a day after we left. We had left our luggage in storage, and a pair of AirPods in one of the bags went missing. I've called dozens of times and reached a person only once. They said a manager would contact me, but no one has. I sent several emails too, with no reply. We used to love this hotel, but I don't think I'll ever go back. They clearly don't care about their guests. Beware.