Let me start by saying with complete certainty that this hotel should not have opened until this late summer or Fall. It appears they opened several floors early in order to generate cash flow to finish the projects. This property is clearly still under construction and extremely understaffed. Please note that it does not state ANYWHERE on their website that the facility is not complete and that hammering and drilling would start as early as 8:00 a.m. Guests are being duped by the hotel's website and photos as this property is completely lacking any 5 star rating in service or facilities. We are a family of 4 that have been fortunate to travel the world and made the huge mistake of choosing this property for a 6 night stay a week ago. This was supposed to be a winter getaway from the snow for some rest, relaxation, shopping, and dining. This getaway turned out to be anything but restful and relaxing. Here's how it started; Miguel tells us upon check-in that the spa was unavailable, as it was still under construction and we would be given a 25% discount. Hmmm, I don't recall reading that on their website. From this point on everything was a complete and utter disaster with our stay. I've gone into the shocking details below, but if you're looking for a quick list try this:
- Shared balconies
- Drilling and hammering at 8:00 a.m.
- Impossibly understaffed and poorly trained staff. (We were handed stiff, waterproof
synthetic mattress pads when we asked for an extra blanket (the sad part is that they
obviously didn't know the difference)
- Extremely poor quality very low loft down pillows that go completely flat
- Dirty/soiled lobby furniture (white cloth??? with dingy gray soiled seats and armrests.)
- Every floor, other than the lobby and unfinished spa floor, had stained blotches all over the
old and tired looking carpeting (from the 70's perhaps??).
- Room carpeting also full of blotches and some were very wet (disgusting)
- Sand on the pool deck?????
- Room service: Good luck (no menus, if you're lucky enough to get someone to answer your
call, you'll be surprised when they show up. No cart/dining table with crisp linens and
fresh flowers here! As a matter of fact, no cart/dining table at all!
- A Miami bartender that can't make a Mojito????
- Management and staff are completely and utterly overwhelmed due to the chaos and at
times probably hiding under their desks. There is complete lack of follow through from
management. Is anyone there accountable?
- False advertising and run around service
- No one ever answers their phones when you call from your room phone, unless you're call
is coming from an outside line which I had to do with my cell phone. (From an outside line
they think you're going to book a reservation $$$. They don't pick up house phones
because if they did, they'd have to provide you with a service that they are obviously ill
equipped to provide. Once you book the room and they have your money, don't expect
- It's clearly NOT the Four Seasons
- (I could go on, but it's supposed to be a quick list)
Upon entering the lobby, I was shocked to notice that all the white cotton cloth seating was very dingy on the arms and seats. Was this previously used furniture from another hotel perhaps? It couldn't belong to a hotel that had just opened to the public a couple of months ago? I was repulsed to sit on them. (They do look lovely on the hotel's website pictures though, don't they. As does everything else. Don't be fooled, it's all smoke and mirrors.) When the elevator doors opened on our floor, we were shocked to see the most disgustingly stained peachy orange carpeting I have ever seen (must have been there since the 70's). It turns out that every floor looked like this (yes, I checked and took pictures). There were blotches of stains everywhere (I will include the shocking photos). When we entered the room, we were appalled to see that the beige carpeting in the room was stained as well. The bellhop apologized. Poor guy must be saying this all day long to all the guests. Upon checking out the view of our ocean front room I notice that there are swim trunks on a chair on the balcony, and when I slide the door open there was a man sitting on the other chair having a conversation with a few others in the room next door. How shocking!! It turns out that the balconies are shared! This is completely unacceptable under any circumstances. Why have an ocean front room if you have to keep the drapes drawn at all times for privacy? It's not that we're antisocial, but they were inconsiderate enough to have taken over the balcony with beachwear and towels, we would have been invading their inhospitable territory. At this point, I went down to the front desk to complain and Miguel tells me that he understands because he wouldn't want to share a balcony as a hotel guest either. Unfortunately, he adds that Miami hotels are completely booked due to the boat show and there's nothing he can do for me, but that I should come to the front desk daily to check if something comes up because they, coincidentally, were in the process of adding balcony dividers on the ninth floor. By the way, during my horrific 6 night stay, there was only one balcony divider installed and that must have been a "sample divider" because several suited individuals with clipboards stood around it one afternoon to examine it for several minutes. The following day, we discovered that the pool area where the lounge chairs are located isn't tiled, but filled in with sand instead. Perhaps cutting corners again? If we wanted to get our feet full of sand, we'd lay out on the beach. We didn't use the pool because it appeared dirty on the bottom due to all the sand, obviously, and the overwhelming smell of too much chlorine! They should really consider a saline purification system. Although, there is an outdoor shower, one can't force people to have common sense. Some poor guy was diligently sweeping the sand off of the small amount of tile that surrounded the immediate pool area (the sun doesn't shine there for most of the afternoon due to the shade of the building next door), but he just couldn't keep up with all the people walking into the pool with sandy feet. We ordered drinks by the pool to try to make the best of it, and instead just another disappointment. A bar tender in Miami of all places that can't make a Mojito?? Without exaggerating in the least bit, our Mojitos came with what appeared to be an entire mint plant inside and a lime wedge attached to the side of the cheapest plastic Solo cup!!! The main thick part of the stem of the mint plant along with a copious amount of leaves still attached to it was just put in the cup, none of which were muddled with the lime and it tasted like plain seltzer. Shocking!! Actually, we laughed instead of crying at this point due to the complete shock of it (social media got a kick out of it too!). By the pool we were given a folded towel that was soiled on the inside with fresh ketchup. Upon further observation, if the towels on the lounge chairs appear clean or unused, they are returned to the clean towel bin by staff. We could not believe what we were witnessing. This is completely unsanitary and disgusting. Were they instructed by management to do this in order to save on washing or were they just poorly trained? Later that afternoon we noticed that the next door room had become vacant so I headed down to the front desk to inquire and if it was available, I was prepared to book it in addition to the one we currently had that way we'd have a private balcony and two beds. I was told that the room had been reserved several days earlier and the new guests would be arriving the following day. When I asked about any cancellations, I was told that they had to move everyone out of the 9th floor due to construction of the balcony dividers so they had to use whatever rooms became available for those guests. I then spoke with Robert who assured me that he would come up with something for me by the end of the day and that I should go pack my things and call down for the bellhop when I was ready to be moved. After repacking all of our things (it no longer feels like a vacation for me at this point. I'm disgusted and hoping to wake up from this nightmare), picking up the new room key, and examining the new room (8th floor), I realized that aside from two beds and not sharing a balcony, there is nothing better about this room because now we are on the middle side of the building facing the dark condo next door. I left all the bags packed and ready by the door for the bellhop in the original room by 3:00 p.m. Based on the way things were going so far, I was insightful enough to take our essentials to the new room in order to get ready for dinner. After showering, I call down to remind them of the bags and no answer, as usual. Once again we go down to the front desk and we're told that it will be taken care of. We make due with what we have since the bags are still not there and we leave for dinner. On our way out I walk up to the front desk and let them know that the bags were not delivered. When we return from dinner, around 10:00 p.m. I realize that we needed 4 bottles of water so we approach the lobby bar and they're closed, then the kiosk and they're also closed. We stopped to watch a part of the olympics that was playing in the lobby and it occurred to me to ask the front desk for water since everything was closed and no one was around at this time. The very rude girl that was there told me that room service is over at 11:00 p.m. and there wouldn't be enough time to get the water (?????? It wasn't eleven yet). Unbelievable!!!!! Upon entering the new room, the suitcases hadn't been delivered. I called the front desk and no answer. I go down to the front desk and the night manager is shocked to here of what happened and he promises to follow up with the general manager. No one is on staff at this point so he asks a technician that happened to be standing there to help him go up to the original room and gather my bags. All three of us enter the room to find that housekeeping had entered the room and made the beds and our bags were still there. Once again I see the faces of shocked employees and hear their apologies and think to myself, this has to be a nightmare. After unpacking and settling in it must have been around 1:00 a.m. when I fell asleep. At 8:00 a.m. the following morning, I jump out of bed to call the front desk and ask about the extremely loud hammering and drilling going on that woke me up and it turns out that the room above mine is under construction! No, sadly there was nothing relaxing about my stay. Lizi tells me that Scott, the manager, apologizes and will give me 4 beach lounge chairs and an umbrella for the day and 25% off. At this point, I don't want to sound rude or arrogant, but I don't care about the discounts being thrown around at me. I booked a vacation expecting a certain level of service based on their advertising which, by the way, I paid for in advance. They used my money well before our arrival at the hotel, as it states on my credit card statement. A cheap $30 bottle of champagne doesn't impress me nor does it make everything better. Our trip was ruined. I returned home with more stress than when I left and I feel cheated. I can only imagine that any positive remarks from others on this site are from those same individuals selling you a room through false advertisement. Don't be fooled. It's a shame to think that they can get away with this or that anyone would put up with such a dishonest way of doing business. Grand yes, grand mistake!
- Official Description (provided by the hotel):
- Soak up the style and tranquility of the new Grand Beach Hotel Surfside where Luxury and Comfort are within Reach! Discover a true gateway to paradise! A contemporary Miami all-suite hotel on the ocean, the Grand Beach Hotel Surfside features luxurious accommodations, breathtaking ocean views, and easy access to world-famous beaches, attractions, restaurants, shopping malls, and nightspots. ... more less
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