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“poor customer service”

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Emerald Grande at HarborWalk Village
Ranked #2 of 55 Specialty Lodging in Destin
Certificate of Excellence
Fort Smith, Arkansas
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“poor customer service”
Reviewed March 7, 2013

The overall appearance of the property is nice, however the customer service at the front desk (initials C.A.) was beyond rude!!! We sent an email to the Guest Services Manager, Victoria Wyatt, and left a voice mail, however no response.
Overall if you don't care about being treated like a guest, just need a place to stay for a hefty price then this is the place.....But there are so many better choices in Destin!!

  • Stayed February 2013, traveled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank sheri410
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VictoriaWyatt, Manager at Emerald Grande at HarborWalk Village, responded to this review, March 9, 2013
Dear sheri410,

Thank you for reviewing Emerald Grande. First, I would like to apologize for your experience. I had a nice conversation with your husband on Thursday when I returned your phone call after being out of the office in the afternoon. I think all your concerns were addressed with him but if you would also like to speak please feel free to contact me too as I would like to clear the air and ensure you that none of our intentions were poor as you previously indicated. My direct line is (850) 424-0631 and my email is vwyatt@legendaryinc.com. I look forward to your speaking with you.

Best regards,
Victoria Wyatt
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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947 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (289)
Date | Rating
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English first
biringham
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed February 23, 2013

can't fine your way around ,no one cares, food was bad, hard to check in, pool was dirty, room dirty, should have something free like a boat ride. i"ll never stay there again.no beach try taking three kids to the beach and walking a mile, hallways dirty, trash rooms dirty,

  • Stayed July 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank larry b
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VictoriaWyatt, Manager at Emerald Grande at HarborWalk Village, responded to this review, March 9, 2013
Dear larry b,

Thank you for taking the time to write a review of Emerald Grande. I apologize you may have had a negative experience. I did not get much details out of the review so if there is anything you would like to discuss more in detail I encourage you to contact me directly as I feel you may have not had a full experience since you mentioned things like the boat shuttle which we do have one that runs daily to the closest beach. My contact is (850) 424-0631 and/or vwyatt@legendaryinc.com. I look forward to speaking with you.

Best,
Victoria Wyatt
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Temple, Georgia
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed February 22, 2013

We were impressed by the beauty of the facility. However, the sofa in our condo was old and should have been taken out of service. The stove and microwave still had grease spatters from the previous occupants. Those are small things that are not so bad, but the master bedroom mattress was horrible! It was worn out to the point that you had no support whatsoever. IT WAS NOT JUST A SOFT MATTRESS! I don't mind a soft mattress. The young girl at the front desk tried to dismiss it saying that all the mattresses were the same, so that's why they didn't get back with us about it. Really? You pay that much for a few nights' stay and they don't have the common courtesy to follow up after the maintenance man pats on the bed and says he will tell the front desk. The front desk staff needs some more training on how to professionally deal with problems. Arguing with guests is not the way to do business. We didn't want anything extra, we just wanted a decent night's sleep. I probably will not recommend it to anyone.

  • Stayed February 2013, traveled with family
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Jennifer V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VictoriaWyatt, Manager at Emerald Grande at HarborWalk Village, responded to this review, February 23, 2013
Dear Jennifer V,

Thank you for taking the time to review our property. I apologize about the housekeeping issue but if I recall correctly it was handled immediately after being reported. As for the mattress, I am unsure how we could have alleviated that concern. Maintenance reported the bed was less than a year old and could not find anything wrong with it. Even after you reported the mattress issue upon departure, our Guest Services Representative had maintenance reinspect it. Our beds are actually one of our biggest compliments as they are made exclusively for our property. If you would like to discuss the issue more in depth please call me directly at (850) 424-0631. Again, I apologize for any inconvenience caused during your stay and would like to help in any way I can. I look forward to speaking with you.

Warmest regards,
Victoria Wyatt
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kansas City, Missouri
Level Contributor
27 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed February 20, 2013

Let's be honest, you're in Destin for the beach and the emerald green water. This resort sits right on the Destin Harbor with unbelievable sunset views and easy access to the Destin Harborwalk Village. You can walk right to fishing charters, upscale retail shops, and even encounter a concert or two. But I go to Destin for the beach, and in order to get to a beach I had to hop in my car and go across the bridge to Oskaloosa Island or take advantage of the resort's water taxi that would drop me off at a beach about a 10 minute boat ride away from the resort. The resort beach was very small and was inside the harbor so there was no wake or crashing waves or anything. You're also stuck at the beach until the taxi comes back, which is supposed to be every 30 minutes. In our case we had to wait an hour past the time that we were ready to go. I can't say a bad thing about the property because it was gorgeous. But the main reason I go to Destin is the beach, and I could have stayed in a cheaper place with MUCH better access. If you're going to go to Destin and stay in your room and look at the view this is a good place for you. If you're like me and spend half of every day on the beach, you're better off saving some cash.

Room Tip: I would have preferred the harbor view, even though the balconies are smaller. You have a much bett...
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  • Stayed February 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Diddy1818
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Denville, New Jersey
Level Contributor
50 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed February 14, 2013 via mobile

We are Wyndham owners and this is one of their premier resorts. It offers great accommodations -easy access to all Destin and surrounding area attractions. A stroll through the Harbor Walk Village is just steps away and includes restaurants and shoppes.
Discounts offered to Wyndham owners for the Spa and Regatta Bay Golf Course as well as other activities.

Stayed February 2013, traveled as a couple
Helpful?
Thank Msriether
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VictoriaWyatt, Manager at Emerald Grande at HarborWalk Village, responded to this review, February 19, 2013
Msriether,

Thank you for your kind review. I'm excited to hear you were able to enjoy some of the perks as a Wyndham owner during your visit to Emerald Grande. I hope you decide to pay us another visit in the near future.

Warmest regards,
Victoria Wyatt
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
St. Petersburg, Florida
Level Contributor
13 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed February 6, 2013 via mobile

My husband and I are so glad we are here and getting a beautiful place to stay. It has everything. Rooms are spacious and loaded with all the extras. The views on the balcony are very nice. Room service, great to stay in a condo that smells clean and I'm very sensitive.

  • Stayed February 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank dining_nsw
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Panama City, Florida, United States
Level Contributor
3 reviews
Reviewed February 6, 2013

Emerald Grande is a wonderful place to choose for your family to relax and enjoy all that this wonderful property has to offer. The rooms are spacious and comfortable. The beds are so comfortable it is hard to get up in the morning to look out your balcony and beautiful sights. There is so much to do and see that you hardly have to leave the property.

Room Tip: Higher floor for the View!
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  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sue M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Emerald Grande at HarborWalk Village

Property: Emerald Grande at HarborWalk Village
Address: 10 Harbor Blvd., Destin, FL 32541-7374
Phone Number:
Location: United States > Florida > Florida Panhandle > Destin
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 55 Specialty Lodging in Destin
Price Range (Based on Average Rates): $$$$
Hotel Class:3.5 star — Emerald Grande at HarborWalk Village 3.5*
Number of rooms: 286
Official Description (provided by the hotel):
Emerald Grande at HarborWalk Village is Destin's shining jewel overlooking some of the most marvelous turquoise water and sugar sand beaches in creation. The one-of-a-kind architecture blends harmoniously with the harbor front setting. All rooms have spacious balconies with panoramic views overlooking the Emerald Coast. With four different resort residence categories to accommodate families of all sizes, you'll enjoy luxurious accommodations that include custom-crafted furnishings and lavish baths, with a level of service that sets the standard for all other family resorts. Amenities include a full service European spa and fitness center, indoor and outdoor heated pools overlooking the Gulf of Mexico, full-time concierge, numerous restaurants to choose from as well as in-room dining, state-of-the-art business center, garage parking and 24 hour security. Emerald Grande is nestled inside HarborWalk Village where activities and entertainment waits to please each and every member of your family-dive in and make memories that will last a lifetime. Here you can find waterfront shopping, water sports, boat, pontoon and ski rentals, world class fishing, aqua adventures, dolphin cruises, clubs and nightlife, weekly fireworks, seasonal festivals, live entertainment, magic shows, and an array of restaurants to satisfy all tastes. ... more   less 
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Also Known As:
Emerald Grande Harbor Walk Village Hotel Destin

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