Grand Beach Hotel Surfside West

AVOID AT ALL COSTS! Do not waste your money. This place is a complete SCAM! Booked through Expedia. Immediately upon entering the facility I noticed it was unkempt. Hallway to the room was dirty and smelled. As soon as we entered our room it was like opening up the door into a cloud of MARIJUANA SMOKE. Absolutely terrible. The room was disgusting and the chair at the desk had nasty drippings going down the back of it and cushion was soiled. It looked like a CRIME SCENE chair. No exaggeration... I was horrified. I went straight back down to cancel booking and receptionist was unpleasant. Told me that I would need to walk across the street to find Carlos? Making me hunt down her own staff members.... While on the phone with Expedia the receptionist refused to talk to them. Carlos essentially said that we would have to wait until the booking staff came back and he couldn't cancel our reservation. He could only put us as a "no show". I have been on the phone with Expedia for hours.... Expedia is unable to get in contact with them. This place is a SCAM and they are trying to SCAM ME out of HUNDREDS OF DOLLARS. SHAME ON THEM!

This hotel made us wait forever in a dingy lobby for the room to be cleaned! This was far after check in time and we still had nothing! Horrific! It is absolute insanity how bad this hotel could be and how horrific the service is

When we checked in they let us know the pool was closed due to construction. They failed to mention this on their website and did not notify us by any means after we made our reservations. We booked a double king suit- it was FILTHY! Dirt and garbage all over the floors, dirty handprints all over the mirrors, chocolate smears on the couch, plastic stickers pasted all over the armchairs, loose hairs in the bathroom and dirty CRUSTY linen! When we called housekeeping they told us they can send up linen and I should change it myself. Due to covid restrictions housekeeping is not allowed in during our stay. We had to walk across the street to the sister hotel to complain because there is no staff in the building “after hours”. Half an hour later they gave us a different suite. This one had clogged sinks, smaller beds and sandy floors. The following day we made contact with the floor manager Tammy, who graciously heard us out and upgraded us to yet another suite in the sister hotel. While this one was clean (thank god) and had beautiful views our trip was still dampened by the first two days experience. Limited chairs without cushions at the beach. Limited chairs with no towels at the one open pool. Bar closed. Hotel grounds close at 10:00 verges. Pool and beach area highly unkempt. Understaffed and unhelpful. A big THANK YOU to Tammy who made our stay manageable and Daniel who tried to be helpful. This is my 6th stay at the Grand Beach and at this time, my last.

The hotel is in a great location. The rooms are clean and nice but the service is really bad. There was no towels at the pool on the roof. You have to bring your own towel up. The pool was too cold and no one used it. There are 2 hot tubs but one was not working and the other one was many times too crowded. When we arrived at the hotel only 2 out of 3 elevators were working by the 3rd day only 1 elevator was working and no one seems to care. We had to wait for an elevator for a long time every time we went up or down. The service people really have an attitude and zero customer service.

beautiful hotel but horrible customer service.... No management . No return calls...... no enforcement of wearing masks...... I would not stay there again. no one to talk too... they keep giving you other peoples names... Harley Scott never returned my call..... he will be in later.... later..... later.... in meeting.....