Staying from 7/2-7/6 and Andrei in the Hotel restaurant was personal, fun and energetic with myself and 13 year old daughter!!! We will definitely be back and recommend to all, especially to other traveling families!!! read more

Very clean! Nice rooms! Cheap uber from everything on south beach. Kid friendly. Chairs and quick, easy access to the beach!

Looking at the yelp reviews prior to booking the hotel I had high hopes but was left disappointed. Beautiful ocean front hotel but the bad experiences outweighed the good. CONS: - *****Housekeeping left our door open all day. We left the room at 9am to spend the day at the beach...let housekeeping in on our way out...came back to our room at 5pm door was WIDE OPEN. We called the front desk they stated they would "look at the cameras and look into the situation". Note: Nothing of ours was taken thank goodness. A day passed with no update from them. When we spoke to them during checkout they had not finished "looking into the situation". They then told us we should have put our things in the safe. As if housekeeping leaving our door open wasn't the problem but we were the problem. They did not offer any form apology or anything to rectify the situation. - You pay resort fees for all of these cool amenities (pools...hot tubs...beach chairs...) but are not allowed to use them after sunset (that is what the signs say but things close much earlier). Pools/hot tubs (downstairs and rooftop) close at 7PM. Beach chairs taken away at 6PM. Wish I knew this prior to booking. I've never stayed at a hotel that closed the pools (especially so early). For adults on vacation not to be able to use the pools on vacation after dusk is ridiculous. - Valet fees are about $43 a day. Did not know until we arrived...if we knew that prior we would have taken an uber from the airport. We did not book on the hotels website so did not realize there was a "FAQs" page where it stated there are valet fees...regardless it does not state what those fees are. DO NOT rent a car and park it. Uber...taxi...anything else. Save yourself the money. - Staff seemed confused and changed the rules every day. Some days we would be able to get towels at 8am...other days they said we had to wait until 9:30am. One day we were allowed to move our beach chairs...the next day we tried to move them and were scolded like children by the staff and told to drag our chairs back to where we found them. Some days we were allowed to have our umbrellas up in the rain...other days we were told "umbrellas are for sun and not rain". - Issue on day 3 with the towels. No one told us we had to return our towels before 7pm every night...we just took them back to our room. On day 3 we did that (like we did the days prior) and housekeeping took them. When we went to tell the staff downstairs they told us we should have "follow the rules" and now have to go to the front desk and "see how they want to handle the situation". - Sign states to put towels on the floor for them to be replaced every day. Put towels on the floor...zero were replaced. Had to call down for more towels because we were not left with any on our last day. PROS: - A few of the staff members at the towel hut were very nice...especially one young man...I wish I got his name. - Younger girl working at the coffee bar was very nice. Pastries were delicious and the coffee drinks were as well. - Had breakfast there one morning and it was fantastic. I highly recommend the coconut pancakes. - Nice view from oceanfront room. In general the hotel was beautiful. - Even though we were upset about the valet parking price the staff members were phenomenal. Always getting the door for you...very friendly...always smiling. read more

My wife and I planned a trip Miami for a week in early May 2018, and after a lot of time looking online decided to book the Grand Beach Hotel Surfside. PROS: -Nice look and feel to the hotel (modern) -Multiple pools, 2 bars, and a restaurant -Rooftop pool (21+) and lounge -Bartenders were amazing (all of them - some just faster than others, but very friendly). One of them (Jevon) was incredible. We would go to his bar every night (mainly the rooftop lounge, but sometimes the lobby bar), as he was great to talk to, played good music (rooftop only), was attentive, and was genuinely nice. Good bartender, and a good guy. -Decent gym for a hotel -Beachfront property -Small town feel to the area, but a short drive to Miami. The immediate area feels safe at night. -Close to Publix grocery store -Room had a seating area with big tv, sleeping area with bed and tv, two bathrooms (one large and one small), mini fridge, iron and ironing board, safe, etc. -Pool at the Grand Beach Hotel Surfside West is available to guests of both hotels. It is much quieter and is not busy. (There is no food or drink service at the Grand Beach Hotel Surfside West - so we brought a cooler and were good). CONS: -The hotel was painting the exterior of the building, so they closed the rooftop lounge and 2 pools for part of our stay. There was also loud power washing happening by the 3rd and only open pool. No warning was given on the website or by email/phone prior to our arrival to let us know. We had chosen this hotel for its adults only (21+) rooftop pool. It was closed every day except one while we were there. The hotel tried to make up for this (pro) and did a good job of it, but still not ideal when you planned the trip based on something that isn't available. -Service by the beach and pool was slow. 2 of 3 pools were closed, and the service by the one and only pool was very slow. Someone must have complained, because later in the trip the servers were suddenly very attentive. read more

Honestly, they probably deserve half a star, but that wasn't an option. This was by far worst hotel/motel I have ever stayed in terms of service.When you first arrive, they give off the impression that nothing is a problem and they plan to be extremely accommodating, unfortunately this could not be any further from the truth. Here is a list of things that went wrong during my stay: 1)When I first arrived at the hotel, I asked them if they could drop off a newspaper at my door in the morning, so I could read the paper while I eat my breakfast. After forgetting the newspaper the first morning, I went back to the front desk later that day and asked them if they could deliver a newspaper for the next morning, they forgot once again. 2)The first night at the hotel I asked them for an extra blanket, once again they said no problem, but the blanket never came. 3) Upon arriving to the hotel, after checking in I dropped of my stuff in my room. I plugged in my phone so I could have it charged when I go out later that night. I went down to the pool and showered. On my out of the room, I went to grab my phone but it had not been charged. I tried plugging it into another outlet but it still didn't work. I called down to the front desk and evidently the electrical outlets in my room weren't working. 4) The first morning I was awakened at 7:30 in the morning because I heard drilling, there was work being down right outside my room in the hallway. Who drills right outside a guests room at 7:30 in the morning Besides their awful service. There are a couple of other things that they need to fix. Firstly, their beds are just terrible, they don't use fitted bed sheets. Secondly, every time any one on my floor left their room, my door vibrated as well. I would suggest staying at this Hotel: If you enjoy staying at extremely overpriced hotels, with terrible service. Otherwise, try your luck just about anywhere else. read more

Great property. Breakfast buffet is wonderful Hospitality staff is excellent Garden area toward ocean is beautiful and offers plenty of chaise lounge garden seating. Hiking path extending miles alongside the beach grasses offers unlimited ocean view. Pool on grounds is so so. Upstairs rooftop pool is nice. Quiet ambiance. Short walk to beach Staff serviced private beach with chaise lounge chairs, towels, umbrellas, and full bar/food service No recreational kayaks or other water activities available. read more

I stayed at this hotel this past weekend with my boyfriend and another couple and it was an amazing pick! We're 24 years old and this isn't your typical party hotel, its more relaxing and classy! Its exactly what we were looking for. Also drinks may get brought to you at the pool or right by the beach! The rooms are clean and spacious. I see a comment on here from 8/7/2017 reading that a house keeper stole their wallet - (There is a safe with a code that you may use, so that you never have to leave valuable belongings out). I am very skeptical about those things, therefore I allowed the house keeper to come in on the 2nd day of our stay and then left the do no disturb on the door the rest of the stay and just made sure to keep everything tidy. You can't ever just trust anyone, no matter how much you pay to stay. There is a $100 deposit per day that you stay (its refundable) and can be used for room service or pool and beach service. There is a $26 resort fee daily and this includes 2 chairs and an umbrella which you may ask for everyday at the beach! You get two complimentary drinks on your arrival, I got a margarita and my boyfriend got jack and coke. There is a smaller hotel called Grand Hotel Surf side WEST across the street (if you are looking for a more affordable rate). We don't like to be around kids too much (there are a lot of families here BTW) so the ADULT only roof top pool and Bar area were PERFECT for us!!!!!!!! You get into your room -level elevator and take the elevator straight to the roof! :]. Also yes the parking here is $42 EACH DAY, but there is a parking lot right in the front of the hotel that you can load up on your phone. Me and my boyfriend stayed for 3 nights 4 days and spend $40 in parking in total. DO not get valet! Its pointless. Over all the hotel is amazing, if you have any questions feel free to ask me on this review. I am reading a lot of negative comments and they are not true! I made sure to do my research before going! This hotel wont disappoint! I will definitely be coming here again! I met a lot of great people at the pools and beach! read more

I've tried calling this hotel over 10 times to make a reservation in the dining room, it's useless. No one answers the phone EVER, and no return calls are made to me, not once. read more

Beautiful lobby, pool area and rooms. Service @ check in and pool side are great, but they need to severely improve on the housekeeping service. They barely speak English, are constantly rushing to finish without cleaning the room and when you call them to come back it takes a very long time. Lastly, there is one person in the building after 9:00pm for any extra cleaning service needs. read more

I have since been contacted by the spa. They ultimately have decided to refund the charge to my card for this treatment. I appreciate this refund. read more

This hotel is sub-par. We just checked in and sofa cushions are missing, and the minibar is completely empty. No one answers at the front desk or housekeeping at all. The concierge told me he was unable to help us and that we'd have to wait in the front desk line for assistance. It's been extremely unpleasant so far. read more

Would give this hotel zero stars if possible! Upon arrival, we noticed a flyer on the front desk stating that the pools would be closed for an event from Monday, the 21st through Thursday, the 24th, basically our entire weeks stay at the hotel. The hotel failed to notify any of its guests prior to arrival that the pool would be closed for the week. There was no manager in sight and no one to talk to regarding this issue. The hotel had many furious guests, but refused to do anything about it. In addition, we received the wrong room and, since the hotel was overbooked, there was nothing that anyone could do for us regarding that matter as well. No drawers in the room to put any of our clothing so we had to live out of suitcases for the week-nothing the hotel could do about that either. We tried to book a stay at another hotel, however, being that it was an extremely busy week in Florida and so last minute, we were unable to find a hotel to accommodate the entire family. Very disappointing!!!!! read more

This was our fourth stay here. We came last 2016 spring break then later that year for 4th of July and we did the same this year. We had an oceanfront suite on the 9th floor and saw amazing fireworks on the Miami Beach. The staff was great and even remembered our family. This is a wonderful hotel for families and they are so accommodating and up to date on all the perks and services. read more

The worse service I have experienced. At a 1000 per night, room was small, management was un helpful. I will not recommend here to anyone. After complaints the manager offered 31 dollar discount on a 1000 per night room. Definitely at 1000 per night this felt more like 150 per night service. read more

Just an update to my previous review regarding this property - I received a privte Yelp follow-up message from the owner, Miroslava regarding my experience with their hotel staff when trying to make a reservation. Miroslava initially appeared to be helpful and wanted to get to the bottom of this by asking me detailed questions about the people I talked to, phone number I called, time, etc. She then asked for my e-mail address so she could get quotes for me. After sharing my e-mail address with her, she dropped out of this planet. I never heard back from her via Yelp message nor have I received an e-mail from her and it has been several days. Not to mention, I still have not received an e-mail response from my very initial e-mail to them inquiring about reservations more than a week ago now. To be honest, this kind of customer service is very unacceptable and trying to make a reservation with a hotel should not be this difficult at all. First impression is very important, and at this point, I am very skeptical about their service and I don't trust them to actually stay at their property. read more

Where to begin. My family and I have stayed at this hotel the last five years for our Miami vacations. We normally get two suites for 5 total family members. In our suite, my husband and I use the king bed and our brother sleeps on the hide-a-bed sofa. Our other family members use the second suite. This year we got a 2 bedroom suite. I don't know if the hotel has changed hands, but the service has gone downhill to the point that we will stay elsewhere from now on. To name a few of the problems: only one teeny TINY closet for a two bedroom suite that is supposed to potentially house 6 guests. We ended up hanging our clothes from the wall sconces and artwork. Zero storage in bathrooms. When Housekeeping set up the bed for my brother, they gave him sheets and one pillow only, NO blankets and there were no spares in the room. The next day, we asked for 2 blankets and coffee packets. We received one blanket and no coffee. Then nobody picked up door hangers for breakfast orders, so when breakfast never arrived, we called room service and placed orders with extra syrup. By the time they delivered it at nearly lunchtime, it came with NO syrup and we ate our cold pancakes and waffles dry. Also, the eggs Benedict was laughable. I wish I'd taken a photo and you'd see why. The quality of food has dropped dramatically. It took over a half hour to get the car from the valet (which charged $44+tax per day) and we were late for Easter dinner even though we allowed plenty of extra time. I gave 2 stars because the rooms are clean and servers polite, but terribly inept. I don't believe we had a single request that was delivered correctly. Perhaps the place is understaffed? Whatever the reason, my two star rating is more than generous and I can no longer recommend this hotel in good conscience, especially given the price. read more

There are very good things about The Grand, but also very unprofessional things. 1) The Booking.com online profile shows pictures of it ON THE BEACH, room service and full amenities. Yet, the suite I booked for 4 nights unbeknownst to me, is in another building, across the street (not on the beach), with no room service. Very deceptive. They should explicitly tell you this. Then you would have a choice to stay or not. But I prepaid. And the front desk said they would move us to the Oceanside building for an additional $100 per night (so clearly they had the space) They should make sure if they use a vendor for booking that the information is accurate. 2) I flew in from LA last night so I was still on Pacific time when the hammering started at 10am. This morning. They were installing carpet in the room above us. Loud hammering for several hours. 3) Juan Carlos at reception was polite and professional. Nothing he could do about the hammering though. 4) after I left the room for 6 hrs to avoid the hammering, I came back at 4 to take a nap, the room was not clean, and I put the DO NOT DISTURB sign up. Yet the maid still tapped on the door and woke me up despite the sign. On the positive side, the room is lovely and the beds comfortable. Overall, I feel deceived by the bait and switch on the Booking.com as to it being on the beach. But the hotel is lovely. read more

Beautiful and clean hotel but the service is awful. While the adults only roof deck pool is great, we waited almost 45 minutes to get a drink. Pool food is mediocre and came out cold. Front desk and concierge are super slow - asked them to bring up nail polish remover three times and it never came! There are so many other hotels in the area, I suggest going elsewhere for a beach getaway. read more

Stayed there one night will never stay there again ac didn't work in my room. When I complained about it in the morning the front desk person started lecturing me about what I should have done. I asked to speak to a manager twice left my info with 2 different people and still have not received word back. Also they don't have any late night or early morning food. This includes room service read more

Hotel is new and very modern and clean. Rooms are suites and big, lots of space. Staff was very professional, courteous, friendly and helpful. Just by the beach. Though, one time, the one who cleaned our room just put the already used shower mat, folded it and put it back for us to use. When we came back, it was still wet, but folded on top of the toilet like a new one. They obviously didn't change it and give us a new one. The second night, they took out the floor mat but didn't give us a new one. That was the only thing I really didn't like. Another thing is, there's only one restaurant in the hotel. Not much around the hotel to go to. Otherwise, everything was great. read more

DO NOT STAY HERE! The employees are RUDE and disrespectful. The rooms are not clean. You can hear every noise from the rooms next door. The walls are paper thin. We had a screaming baby for 4 nights. The hotel would not change our room. The food in the restaurant is expensive and not good at all. Only good thing good about this hotel is it is walking distance to some restaurants, mostly kosher (which is very $$$ and not good) Plenty of other amazing hotels to stay on the beach. read more

Terrible experience and customer service! High end rates with low end service. We thought we would splurge on a high end hotel near Bal Harbour shops for the second last night of our vacation. Manger Sophie Toppo was rude and unhelpful. My husband, 9 year old son and I checked in March 2, 2018 mid afternoon. Pool area was packed, no chairs available. We went straight to the hotel's beach that was also slammed packed like sardines where we waited 10 minutes for service station to tell us we would need to wait longer for chairs and towels. After being told to follow someone to find chairs he lead us in circles for 10 more minutes and finally brought us back to the original service station where they sat us with 2 chairs for 3 of us. The beach was covered in sea weed and you had to carve your way through it to clean water. Lots of jellyfish and the beach staff told us to watch for manor-ays but that part can be expected for this area. Next service issue was when we tried to call for room service at 6pm. We rang them for 30 minutes with no answer at all. Our son was starving so we decided to leave the property and go to a nearby restaurant. We rang and rang for valet so we could have our car brought up , we were transferred several times only to find out after 20 minutes that the valet phone lines were down and we would have to go ask for our car in person. We went down and waited 30 minutes along with other frustrated guests no attendants in site, several cars also lined up waiting for valet pick up. We were going to lose our restaurant reservation so we had to take a cab. This was just the start of our frustrating experience. Once we retired for the evening we were headed into a night of sleeplessness. We were in room 1192 and our direct neighbours in 1190 had an infant child who we could hear screaming clear as day as though it was in the same room as us. That child was likely nursing and was up screaming every 2-3 hours for at least 20-30 mins each time the entire evening. We called front desk middle of the night to ask if they would consider moving the family to a room at end of hall or where they would not be interfering with our privacy, we were told security would take care of it. The crying continued all night and well into the morning hours. None of us slept a wink and clearly they were not moved, there was no apology from customer service and only our bill of $661.61US stuffed under our door. Not sure if security ever approached them but what does it matter if they were not moved the problem for us was not resolved. We are parents, we understand that infants cry and theres not always a way to quiet them immediately. We don't have an issue with the family or child but we paid for a private, quiet night sleep and an extra fee for valet parking and resort fee for services that the hotel failed to provide to us. When I approached manager Sophie Toppo the next morning she was rude and abrupt. There was no apology and only an offer to extend our checkout one hour to noon. At this point the child was still crying in the room next to us so a morning nap was not even an option. I explained to her that this was not sufficient and we wanted a partial if not full refund. Her snappy reply was "I'm telling you right now that's not happening". I asked to speak to her boss and I was told this person was not on premises and unavailable. After I insisted on the contact info I was given a card with the name Scott Gulibert "Director of Front Office". I have now left 2 messages with request for callback . No reply as of yet . Anyone looking for high end service and quiet comfortable stay do not come to this hotel! read more

We just stayed for the 4th of July for 3 nights at the Grand Beach Hotel in Sunrise. Generally the location is great and the hotel is new and well designed. The food was really good with 1 exception ( raw chicken) but it was replaced and lunch was comped. The rules are way too restrictive - towel cards for either pool or beach cannot be interchanged. The beach chairs, cushions and towels are not available until 10 am. Although the beach staff tries hard to accommodate they get chewed out when they do. The lunch cannot be served until 12, understaffed and overwhelmed servers although very nice, also got berated by Mgr. For some minor faux pas ( toast not done right )! The check in was very delayed and we kept getting conflicting information about the room readiness, the towel card rules and the welcome drinks, with some attitude from the check in staff. The welcome drinks depended on the bartender. 1 in particular, Luisiana refused to serve us mixed drinks although check in staff said whatever we wanted. Later other bartenders served us anything we asked for welcome drinks ( we got more cards by mistake ). The pools were way too crowded and not very inviting at the lobby level with restrooms inside the lobby which made for a slippery lobby floor. Our 2 bedroom suite with an ocean front balcony was beautiful BUT I got a bad case of bed bug bites. The cushion on our balcony was filthy and I sat down for a small while to watch the fireworks and right away I was covered in bites. This has never happened to me before and I have traveled all over. We had a nice time in spite of the hassles. read more

Great hotel! Beautiful amenities! The bar staff was awesome! The front desk was hit or miss. Everyone was extremely friendly but there was definitely a lack of communication and knowledge between them. But overall and awesome stay and we would definitely stay again! read more

I stayed at this hotel 2 yrs ago and thoroughly enjoyed it. Spa wasn't open yet at that point and was very glad this year when I stayed there that they had opened. I had a swedish massage with carmen and it was amazing! I treat myself for massages quite often and have had plenty that can be classified as horrible to amazing. This one made it to the top 5 on my list. Can't wait to be back! read more

Not sure how nice the room is because I can't get in it. 45 min past the posted check in time and no end in sight. Keep your drink coupons and give me my room. Very poorly run operation. The lobby is nice but it's the only thing I've seen. read more

A really beautiful hotel north of south beach but the overall service here has been horrendous. It took about an hour just to get into our room after we were told it should be about 15 to 30 mins. Mind you check in is already at 4 so your just wasting a day waiting to get into your room. Also check out is at 12, so why a room isn't prepped after 5 hours for someone to check right in when they arrive is ridiculous. Like I can understand chilling out for like 15 mins but an hour is too much, we're trying to get our money's worth, I don't wanna sit in your lobby my whole first day. After that whole situation as we're checking in we were then asked by the front desk to go back to the bar we just came from because someone at the bar said we ordered fries and never paid for them. We literally just came from that very bar where I already paid for my own drinks so I said no we never ordered anything else I've already paid. I thought that was already cleared up but then an hour later I now get a call from the bar asking me to pay for these same fries that I never ordered. I said no I've already cleared this up with management, the woman calling from the bar persisted and said I need to come downstairs to handle this. So on top of wasting time waiting checking in now I have to waste more time going back downstairs to argue about a damn order of 12 dollar fries that weren't even ours. Some other random nit picky stuff, but the staff when we arrived was extremely slow and underprepared. Those drinks we did order took like over a half hour to make, the woman at the sandwich bar got frustrated when we asked if she could cut a sandwich we paid for in half so we can split it. She says " I don't have a knife". You work at a sandwich bar and you have no standard sandwich bar utensils to use?! How the hell does that make any sense, she was also just unpleasant as hell to talk to. It's really unfortunate because the facilities are beautiful and the rooftop bartender is great. But otherwise this whole experience has been extremely disappointing. With the money you pay for a place like this you'd expect at least decent service and that just hasn't been the case. Step your game up Grand Beach, people come here to relax and get away from big city stress, i don't need it on my vacation. The service really should match the beautiful hotel you have here. read more

I was told The Grand check-in time is at 4:00pm. I arrived there on time and was hoping to go straight to the pool but I was told housekeeping is late and needed extra 30 minutes. So I went to the bar for a a drink & 30 minutes later the Double Suite still wasn't ready. I didn't get to check in until 5:00pm. Getting to my room the door was open, it was falling apart and had to wait for maintenance to finish fixing the door which took at least 30 minutes bc he had to go here and there for tools/parts. By that time the sun is setting and i couldn't go to the pool. The inside of the room is nice, modern, and has a beautiful view of the ocean. I feel housekeeping did a rushed job. The room wasn't clean properly and everything looked a little worn out from the walls, carpet and couch. They will check you in late and tell you that if you don't check out by 12, you'll be charge 1 full day. Such a bad experience & a waste of money.. Will not return. There are plenty of other hotel in the area. Goodbye. read more

Spent one night there: As a whole it was a dreadful experience. I'm a local neighbor and I have breakfast with friends almost every Sunday since they opened. At the time of confirming my reservation, that I made in person at the hotel, I asked for a late check out, and I explained that I was celebrating my 25th wedding anniversary and that I was a loyal customer. The young woman at the front desk told me she would make a note but that I would need to confirm upon check in. At check in I asked about it and another front desk person told me that he saw the note but that I would have to confirm during the following morning. The following morning I asked again and a very rude person told me " we do not grant late check outs". He did not even check my reservation. That was the rule. Why all the previous misguidance? At check in we were offered complimentary welcome drinks, which we found very nice. Went to the bar and asked for two mojitos. We were told that the complimentary drink had to be wine, beer or soda. That is a complimentary glass of wine, or beer. Not a complimentary drink. Anyway what would have been the difference in price for you? We ordered the wine that was served in a plastic cup !!! Thank you so much !! The room: there was not a table in our terrace. We had reserved a beach front view in order to have breakfast overlooking the ocean. I went downstairs and ask the concierge to make sure we had a table for breakfast. That never happened and we had to change the romantic breakfast in our terrace for breakfast downstairs. The mattress was so deformed that it looked a couple of sumo wrestlers had slept there for the past 2 years. Pretty sleepless night with the collaboration of a refrigerator that made so much noise that I had to disconnect it. To top the room experience, it is the first time of my life that I'm in a hotel of that category that the bathroom does not have a bathtub. NIce place, bad service and attitude read more

NO STARS!!!!! This hotel has no service, they are not accommodating and the rooms make noises.

Horrible experience!!! Spent 1500 for 4 days/ 3 nights! The hotel was pretty but the service was horrible! Food was gross! No one answered the phones! Supervisor was never available. Waited over an hour for a tooth brush. They charged 25.00 a day (resort fee) . Customer service was terrible!!!!!! Would never stay here again. The manager Stephanie never got back to me and Kathy discounted a lousy 75 for the resort fee which I never used because I stayed in this hotel due to surgery. The front desk and concierge never answer the phone! Do yourself a favor and stay in a better hotel read more

The overall hotel is nice, clean and has good amenities. However my experience was horrible from the moment I tried calling the hotel before my arrival, the front desk people were extremely rude and unhelpful. Then, upon my arrival the valet situation was a complete mess, it seemed to me that no one was prepared for the amount of guests arriving. As I arrived I am in my car waiting for the valet to get my car (please note they were not giving anyone directions as to where to go to make the process smoother) a guest behind me had picked up their car. They were slamming their door and honking their horn, but I had no where to go. Once the valet finally got my car and we got out of the car, that guest got out of his car and proceeded to insult me and my boyfriend told me to "Move my F***king car" and told me to "Shut up b***h". I was horrified at the fact that; number 1 that guest is staying there; number 2 that NONE of the employees did anything, they did not make one sound or movement and then just continued as if nothing had happened. Does this place not have any security? Does the hotel not care about the liability of that guest just going ballistic on other guests? Because luckily for your hotel we kept our cool and took matters in to our hands to not let things get crazy. I asked the valet guy why he did not help and if that was a guest, he was of no help. Once I got inside to do my check in I also spoke to them about it, she gave me complementary drinks (not sure if thats already included anyway) and said they would investigate. I was very shocked at all of this and the lack of action from the hotel. read more

I would never encourage or recommend this hotel to anyone. The hotel on its face is extremely appealing however the reality of the hotel is very different. I've stayed at a lot of hotels throughout my life and this is probably the most poorly managed hotel that I have ever been to. Additionally, they are independent and don't care about their clients needs. The staff isn't trained properly and half of them don't speak english. You're better off spending the extra money per night at a hotel nearby than going through the stress of staying at this establishment. Avoid at all costs. read more

We live in the hood and, at 9:30 this morn, made a 10:45 reservation for brunch. When we arrived on time, we were told they were no longer serving as they needed to change over to lunch, which would begin at noon. When we protested that we had been given a res for this time and could clearly see a half-dozen people helping themselves to the still fully-functioning buffet, the two gracious women seating people said their hands were tied. We asked for a manager and was approached by "Iren" who was rude and dismissive and made us feel like he had no interest in our business whatsoever. Acted like he couldn't be bothered. Bad business! read more

the service was terrible, they ran out of towels at the beach and pool, they overcharged several items and the valet crashed my car. never again. read more

I traveled to this beautiful hotel in October 2016. I enjoyed a weekend of fun and sun with three friends. The hotel was beautiful and we enjoyed our trip. However, when we departed for the hotel I realized that I'd left my Kindle in the hotel room. I did not worry though b/c I have often had a hotel ship an item back to me after leaving it in my room. Well, in this case I was mistaken. This hotel was unresponsive and lacked efficiency in responding to my request to find the item and ultimately return the item. After several days of speaking with every department at the hotel, I was asked to provide a credit card authorization form, copy of my drivers license, and a copy of my credit card. I found this excessive and was concerned about providing this much personal information via email. In talking with the manager Melissa Miller, I was told that if I did not provide this information my item would not be returned. So I naively gave in and provided the information. After sending the email, I was contacted by an employee of the hotel who confirmed the expiration date of my credit card and told me the item would be shipped. Within ten minutes of speaking to that employee, my credit card company called to tell me that someone was attempting to charge $1500 at Barney's online. I was shocked and disappointed. After cancelling my credit card, I called Ms. Miller back and explained to her what had just occurred. Ms. Miller not only denied responsibility (expected) but refused to ship my Kindle back unless I provided ANOTHER CREDIT CARD. I explained that considering what had just happened, I was unwilling to provide another credit card. I explained that I had just spent my hard earned money at her hotel and asked her whether or not her hotel could spare $10 to ship my kindle back to me. She told me the hotel would not ship anything to me if I didn't pay for it by providing another credit card. Needless to say, I am utterly disappointed in this hotel's lack of customer care. I will not spend another dollar of my money at a hotel that cannot afford to spend under $10 on a customer who just spent hundreds and hundreds of dollars at their facility. Not only do I doubt their dedication to their customers, but I doubt their selection of employees, resulting in the fraud on my credit card. read more

So far, half way through our stay and the blinds fell down, one of the sinks broke and our refrigerator was down for two days. I had to ask four times for it to be fixed. Three of us in this oceanfront suite staying for 11 days and there are three small drawers total. Bathrooms have no room for toiletries. Service by pools and on beach is spotty, Giving three stars for friendly staff and comfortable bed.i will update when our stay is over. read more

Unacceptable service. Very slow. Rude. Front desk hung up on me twice. We are members of Indian Creek Country Club and will never recommend this hotel to our friends again. read more

This is for the restaurant at the hotel. It was amazing!!!! Food was excellent!!! And we had Bladimir as our waiter and he was very attentive, quick and fun! Highly recommend to anyone looking for a nice dinner out!!! read more

worst experience of my life!! do not go there unless you want the biggest inconveniences and disrespectful treatment. they canceled my reservation without contacting me and for no reason they decided i was a no show when i specifically told them i am coming Friday and not Thursday. but told me i must book Thursday to insure i get my room for early arrival so i did and still had no room when i arrived after a long flight. the staff was rude hostile and unhelpful every question is answered "i don't know or i can't help you". i left my diamond necklace with my kids names on it in my room and every staff member i speak to claims they cant help me. the workers stick their hand out for tips when they haven't done anything the housekeeper wiped down everything with the same towel she cleaned the toilet with while i was watching and the list can go on. it's such a shame cause the beach is beautiful but it is not worth the headache. i saw tons of bad reviews and heard horrible stuff and i just didn't listen because i thought they were over exaggerating but i learnt my lesson the hard way and now 2 weeks later i am still getting charges on my card and don't know why. when i call to find out why i just keep getting transfer to another person who they say can help me but then say "i'm sorry cant help you i don't know why they transferred you here" its horrendous this place needs new management now!! never go here its a waste of money and pure aggravation. read more