The Grand Beach is a beautiful hotel with a great location in Surfside. I was excited for our stay because of the beach access, pool and large room size. I should have known, though, that we were in for a disappointing stay when they offered us 50% off the room at check-in because the spa and fitness center weren't ready. It wasn't enough.
First, our room wasn't ready at check-in. I kept asking when it might be done and no one could give me an answer. I didn't realize that when they said it wasn't ready they meant it wasn't that it was not clean - which is what they told me - it was that it was on a floor that had not yet been opened and the room had not been used. Long and short is we finally checked in well over an hour past the check-in time of 4pm. I booked this online so it is not as though I was a walk-in - a room should have been ready. This, however, was the least of our problems.
When the kids went to take showers at the end of the day, there was no hot water. None. In a hotel! It was insane. I must have made 3 trips to the front desk, each time they would tell me it was being fixed rather than offering to move me or find a place for the kids to shower. The maintenance worker, who was lovely, basically told me that he didn't even realize our floor was opened so had not flipped a switch that would bring hot water there. Beyond that, the water was all being drawn up to the higher, already opened floors and because we were the only people on our floor, it would take quite a while for hot water to start circulating there. All to say, my kids ended up taking a very fast, tepid water shower. This was not the worst thing that happened that night.
There was work going on on our floor and the one above us until 2am. Yep, banging and workers in the hallways and other loud noises until 2am. Add to this that they checked someone into the room next door to me at 3:30am (and I should add here that I specifically asked not to be near the elevators and....wait for it....we were 2 doors down). When I asked what was happening I was told that they didn't realize people were on the floor and were rushing to finish so just kept on working. Awesome.
I'll throw in one last insult to injury - I pad for a package that included the breakfast buffet and there was no buffet available. The woman at the restaurant told me she had never seen anything like what was happening at the hotel before - people paying for things that didn't exist and a total lack of communication from management. When I met Scott, the manager, it all made sense. In the short term, it was ridiculous.
The people at the front desk were very apologetic and felt badly, as did the maintenance people, and actually didn't seem to know what was going on. Management, who we will get to shortly, was not communicating so the people that worked there are being stuck in the middle. Suffice to say, I was not the only person having issues. When I asked for some compensation, they said the 50% off was to cover any of these issues. This was not what I was told which was the 50% off was to cover to loss of the spa and fitness center. Beyond that, hot water and no overhead construction go above and beyond construction inconvenience and are really the baseline of things you expect from any hotel or motel even. I mean, I've gone to campsites that offered this. It is a baseline. I should have been comped the room - nobody slept anyway.
Finally, a moment on the manager Scott. When I spoke with him, at no point did he offer an apology or any additional compensation. That's right, you read that correctly - no apology in spite of the fact that he acknowledged we had no hot water and there was construction. Mind you, my kids and I were up until 2am and had NO HOT WATER!!! In fact, he instead denied there was construction (really, but what were those men doing in the hallway...the ones in construction uniforms...), called the prior night's maintenance worker dishonest (uhm what reason did he possibly have to mislead?), and just kept smiling. he is an incredibly smarmy and dishonest guy. The only thing he would admit to was that perhaps the hotel had opened a few months before it was ready. I'm not sure inferring your guests are lying is the best approach, Scott. There was construction going on until 2am.
All to say, I'd steer clear of this place until next season. They just aren't ready for prime time.
- 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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