Grand Beach Hotel Surfside

Edson and his team were very kind, helpful and thoughtful! They really took good care of me and helped me with my convertible :)

Jerrod at the front desk is what every hotel needs these days. Gets stuff done without a hitch, spectacular bedside manner and a pleasure to deal with.

Excellent location, very clean. The available toiletries had things like vanity kit, sewing kit, shower cap. These are almost never found in most hotels.

Arrival was challenging because the credit card processing was down and the desk staff was reluctant to check us in at first due to that reason, despite it being 10 pm. In the rooms themselves it was clear management is pinching pennies, with low quality towels and toilet paper. Unlike most good hotels, no bottled water provided. The floors were cheap fake wood grain laminate that was peeling in spots. There was barely any closet or drawer space in our 2-king bed suite. They would not give a room key to our 12 year old son. "Hotel policy" It took several hours for housekeeping to deliver extra sheets and blankets for us to make up the duvet ourselves. Worst of all, one whole "closet" was taken up by HVAC equipment which was constantly loud and vibrating all night and seriously disturbed our sleep, even when we switched the AC off. We asked about this but front desk never sent an engineer to look at it. The pool area felt cramped. Additionally, in keeping with the penny-pinching nature, pool staff were instructed to keep strict guard over towels, requiring guests to sign out a limited number.

Tried to call in advance to check on some things and in many instances no one picked up the phone. Arrived somewhat late (after 10 before 12) and waiting over 20 minutes for someone to show up to the front desk (no way to page someone), and that was only after we called them to notify them that we were waiting. No apologies given. The first day we arrived one of the two family pools was closed, by the second day both family pools were closed. This meant that all families were upstairs in the adult only pool. Complained to the front desk and they told us we could go across the street (to the less expensive hotel we purposefully didn't book so we wouldn't have to walk across the street?) but nothing they could do. When checking out we told them how disappointed we were and they just asked if it was our first time (it was), and gave us our bill. Will not be paying this type of money again for a subpar experience.