Grand Beach Hotel

Horrible Customer Service My family and I traveled to Miami earlier this week as a group of 7 to include my 2 small children. We decided to book the two bedroom penthouse. Upon arrival, the hotel lobby was beautiful. We were told at check in that a “better” room was available and were given a tour of the original penthouse we booked and the ocean view penthouse. We were told there a small price difference of $100 per night if we chose the ocean view. We decided to go with the upgrade which brought was to an estimated total of $2100 for 3 nights. After waiting a short period of time for the room to be “cleaned” we received our room keys. Upon entering the room there was no noticeable change in how the room appeared during the tour and after it was “cleaned.” While unpacking and settling in, we started to notice that the room was not clean at all. The coffee table had noticeable stains and a sticky residue. The bedroom sheets had yellow stains, the remote controller was missing batteries. The sliding doors had multiple sticky handprints. I contacted the front desk to voice my concerns and was told that housekeeping would be sent up and was asked to leave the room while the issues were addressed. I asked for 30 minutes to allow myself to change my children into their swimsuits so we could wait by the pool or beach while things were being addressed. This is where the issues began. Within 5 minutes there was a knock on the door and it was pushed opened before anyone could respond. It appeared to be a supervisor of housekeeping and one of her staff. They did not introduce themselves and immediately walked into the first bedroom where they spent several minutes looking around. My husband entered the room after several minutes to redirect them to where the reported issues were. One of the women aggressively flipped over the coffee table and began wiping her hand on the bottom and top of the table as if she was checking for dust, then looked at her hand, and placed the coffee table back down. I pointed out the area in which the stains and sticky residue were found and she ignored me. She then went to the second bedroom and looked over the sheets quickly. My sister in law pointed out the stains on the sheets. Both women spoke not one word to us in English nor Spanish and left the room. (let’s be clear, I understand and speak both languages). As we continued to get ready to leave the room, one of the women returned, again, slightly knocking and entering the room without waiting for a response. She quickly changed the bedsheet and left. Less than 5 minutes later there was another knock and someone entering our room to clean the windows. I rushed to get the children ready as it was clear the 30 minute grace period I asked for was not going to be given. While getting the children ready I started to notice more issues. The bathroom sink was dirty and had hair in it, there was mold on the shower curtain, the iron handle was black and also had a nasty sticky residue on it. As the man was cleaning the windows he pointed out a puddle on the floor and contacted maintenance as it appeared the AC was leaking. Maintenance arrived shortly after and exchanged words in Spanish with the man and asked him why he called as the AC was only leaking because the balcony door was open. The puddle was left and never addressed. At this point we decided we were no longer interested in staying at the hotel due to the lack of cleanliness and the horrible customer service. We began to look online for alternative accommodations. My husband went to speak to manager at the front desk to voice his concerns and to request a cancellation of the reservation. This is where it got worse. The supervisor Maria was asked to assist us with our request. She immediately refused to cancel the reservation and stated we would just be moved to another room. When my husband expressed his concern with the poor condition of the room and the poor customer service, she still gave push back and stated she would cancel the reservation but would charge us for one night although we had only received our room keys 35 minutes prior. My husband asked to speak to a manager but was told one was not due on duty for another 30 minutes. After going back and forth for several minutes as to the concerns, she finally agreed to refund the first night and cancel the reservation. It gets even worse. After giving my husband a printout of the cancellation, my husband attempted to return upstairs to assist myself and the children with our bags. Maria immediately asked where he was going and told him he was not allowed to go upstairs to retrieve his bags because he already “checked out.” My husband informed her that he needed to assist me and would need to go back upstairs and began walking towards the elevators. Maria then walked from behind the desk and attempted to block my husband from entering the elevator and screamed out for security. As a law enforcement lieutenant my husband suggested she contact the local PD and continued upstairs to retrieve our belongings. Myself and my children were in the hallway as my husband was exiting the elevator with Maria and two security guards. I asked my husband what the issue was and before he could respond, Maria responded “there is no issue.” I immediately responded that there are two small children present and asked her to not address me further to avoid further conflict. As we were leaving several patrons who witnessed the incident informed us that we were not the only people that had issues with the hotel and that there had been several complaints. The charges are still pending on our credit card and have yet to be removed/resolved. This experience was extremely frustrating and unprofessional. I am extremely disappointed and shocked that we experienced this. We were fortunate enough to walk into the Marriott Stanton and be greeted with amazing hospitality and service. They were able to accommodate us immediately and ensured our entire party was comfortable.

RUN FROM THIS BLACK MOLD BATHROOM FILTHY PLACE!!! To begin with in 2023 we had a HORRIFIC STAY at this hotel. We chose the 2 bed 2 baths top floor suite ( 1930 ) as other guest mentioned the only thing nice is The View, ABSOLUTELY NOTHING ELSE! Our room was filthy, clumps of dust allover, black mold in bathrooms, leaking tub, stained sheets etc…after SEVERAL EMAILS back and forth even to headquarters, Mrs Jennis Vivanco reached out and they agreed to refund PARTIAL of the stay plus 2 complementary nights at the same type of room. AND HERE WE GO AGAIN!!! Based on the HORRIFIC STAY we had in 2023 and MAINLY BECAUSE THEY GAVE US 2 COMPLIMENTARY NIGHTS, we decided to give them the benefit of the doubt and stay and stay an extra 2 nights with them for the final part of our vacation. Booooooooooy what a nonsense ALL OVER AGAIN!!!! This time we got the room 1630, which right off the bet : * fridge didn’t work * no towels * no bath mats * room filthy * black mold in bathrooms * bathroom furniture falling apart * stained sheets * tub that still leaks * living room area light bulb burnt And the list goes on and on In addition to the 2 complimentary nights we paid a HEFTY 2,000 thousand dollars for 2 nights, to sleep in a room with ALL THE ABOVE!!!!! They didn’t even have bath robes in the room. I called to ask and they said it needed to be asked for and the same goes for the DO NOT DISTURB SIGN!!! Literally laughable!!! At this point my complaint Will be with the BBB BECAUSE THIS ESTABLISHMENT SHOULD NOT BE RENTING ROOMS WITH CLUMPS OF DUST NOR BLACK MOLD A D STAINED SHEEST TO GUESTS FOR THE COST OF roughly 1K a night!!!

Great experience Brilliant experience. Wonderful hospitality from all the front desk staff- Basil was especially helpful-cheerful and friendly. Good ambience , lovely beach , good food. However It would have been nice to have complimentary breakfast at least. Love the experience overall

. Brilliant hotel, world class hospitality. Very clean, good food and great staffs. Specifically Basil who looked after us so well with professionalism and utmost dedication, going the extra mile to ensure we had fun. I definitely will be coming back.

MY BEST VACATION I was delighted with my stay at the hotel, it is very cozy and comfortable inside, the hotel pool with access to the beach seems incredible to me and the best thing was the attention of the pool attendant , It was my best experience and the most beautiful