Grand Beach Hotel Surfside

The hotel was sold out and there was one person working behind the desk. Upon check-in my room was 78 degrees. I called the front desk and after 5 times someone answered the phone and said they would send engineering. 3 calls later and 45 minutes later someone came who didn't speak a word of English. They then said I could change rooms but the hotel was sold out so there were no rooms to change to. The staff was not helpful and didn't see one smile on a face. And oh ya - the elevator broke so on checkout I had to walk down flights of stairs with my suitcases or wait for half hour for an elevator.

Very disappointing experience — poor communication and multiple room issues Unfortunately, my experience at Grand Beach Hotel Surfside was extremely disappointing. My flight to Miami was cancelled, which was completely outside of my control, and I was unable to arrive for my first night. I contacted the hotel in advance to explain the situation and requested that the unused night be refunded. Despite reaching out by email and following up, I received no response for an extended period of time. I ultimately had to track down another contact at the hotel just to try to get someone to address the issue. When I finally arrived, there were additional problems with the room. The air conditioning was not functioning properly. The room was around 72°F even though the thermostat was set to 68°F, and the temperature initially only dropped to 71°F. While the AC eventually appeared to improve, this was another issue I had to deal with during my stay. I was also placed in a room where loud maintenance noise could be clearly heard from inside the room. This was particularly frustrating when staying at a hotel where guests reasonably expect to be able to relax and sleep without being subjected to ongoing maintenance noise. What made the experience worse was the lack of communication. I should not have had to repeatedly chase the hotel for a response regarding a legitimate issue, particularly when the circumstances surrounding my missed first night were beyond my control. Overall, between the lack of responsiveness, the AC issue, and being placed in a room with disruptive maintenance noise, this was not the experience I expected from the hotel. I would strongly recommend that management improve both its communication with guests and its handling of room and maintenance issues.

We had an outstanding stay, and what really set this place apart was the people. Jadyn, the manager, is exceptional. She is attentive, genuinely warm, and clearly leads by example. You can tell the standard of service here comes from the top, because every interaction with her team reflected the same care. At the front desk, Iara and Sancha were fantastic. Both were patient, efficient, and made every request feel easy. They greeted us by name, anticipated what we needed before we asked, and handled everything with a level of professionalism and kindness that is rare these days. The hotel itself is genuinely beautiful. The property is well kept from top to bottom, the common areas are inviting and immaculate, and the setting is hard to beat. The location puts you within easy reach of everything without ever feeling crowded. Our room was spacious, comfortable, spotlessly clean, and clearly maintained with real attention to detail. Everything worked exactly as it should. Jadyn, Iara, and Sancha, as well as the incredible hotel, are the reason we will be back. Highly recommended, and thank you to the whole team. Pedro

⭐ 1 STAR – ABSOLUTELY DO NOT RECOMMEND Absolutely one of the worst hotel experiences we have ever had. We arrived to find our room dirty, with sand all over the floor. This is completely unacceptable for a hotel that claims to provide a certain standard of service. To make matters worse, the air conditioning makes an absolutely unbearable noise, to the point that it is impossible to sleep properly. We are traveling with our family and children, and being unable to sleep because of the noise from the air conditioning is simply unacceptable. What is even more disappointing is the way the hotel handled our complaints. We contacted them immediately, yet no proper solution was provided quickly. We were left dealing with these problems for several days with practically no meaningful assistance. No real compensation. No genuine effort to make things right. No proper support. And, most importantly, we did not feel listened to at all. A hotel stay should be about comfort, cleanliness and proper customer service. Unfortunately, we experienced none of these things at the Grand Beach Surfside. I absolutely do NOT recommend this hotel. If you are looking for a clean, quiet and comfortable place to stay, look elsewhere. Save your money and your nerves. Do yourself a favor and NEVER, EVER book this hotel. This is simply not worthy of a hotel of this standard.

Real great place to stay, the service and cleanliness are impeccable And great amenities Shout out to Ivy at front desk