Grand Beach Hotel Surfside

The Grand Beach Hotel looks like a high end Surfside hotel, but it falls short in too many areas. Beyond the overwhelming astringent smell in the lobby, our rooms were not cleaned well with no glasses cleared, room service was incorrect, the service at Le Plage restaurant was embarrassingly bad, and the pools are very small. What really made the entire place terrible was the large group of people staying there for an event (we were told the hotel has a deal with a community center nearby for special rates) and this group made us feel very uncomfortable in all public spaces. There was only one working elevator. The adult pool was very uninviting due to the conservative nature of this large group and we felt unwelcome in our own hotel. Lizbeth did a great job with service up there though. Why does the rooftop bar close at 9pm? The pool downstairs is tiny and you cannot see the ocean. The beach chairs were filthy but comfortable and the guys down there were happy to set them up for us, but it gets very crowded. Slow but friendly service on the beach. TL;DR - stay somewhere else and avoid dirty rooms and dirty looks from other guests.

Many thanks to Eric Miguel Angel and Rosa who made our child-free stay exceptional with a free upgrade. Thanks again great hotel great location easy stay in front of kosher area restaurant !! …………………………………………………………………………….. Amazing !!!

There was a big problem with the elevators. All of them were out at the same time that was very problematic. A little bottle of water next to the bed would’ve been a nice touch. The staff was very lovely. lobby is very nice. The location is great.

Last attempt to try to speak to management higher than Eric and Jaden before disputing all charges and making a complaint and with Miami consumer affairs. I spoke to Jaden at the hotel about numerous issues we experienced and got one answer: she does not care at all. She claimed to be the highest person i could speak to, but later found out from another upset customer this was a lie. I finally got to speak to Eric after attempting for an entire week. Eric did not listen to a word i said but told me the hotel had compensated me with a 6pm late check out and refreshed my keys at 1:30pm. This was impossible since I was on a flight by 130pm to NY. The hotel gave keys to our room to other customers and then used this as our compensation. When i said this was unacceptable, Eric refused to acknowledge their mistake and claimed there was no one else i can talk to and hung up. I have never experienced hotel customer service who lies, yells, and takes zero accountability. The worst part is they seem to have a scheme going and never tell anyone who manages the hotel that there are issues and all they do is shut customers down and lie to them, While I will no longer degrade myself by talking to the despicable Eric or Jaden, I am hoping someone higher at this hotel sees this and can stop their horrifying behavior, I expect a review of every conversation i had with them by higher management. These "managers" should not ever work in customer service again. DO NOT STAY HERE unless you are ok with lies and mistreatment at the front desk, sub par cleaning service, broken elevators, pool closing at 530 despite signs and communications that it closes later, and absolutely no one to talk to if you have a problem.

Edsom was extremely helpful when we needed to get in and out of the car. Always opened the door with a smile. Was very helpful with other things as well. It was raining and he helped us find an umbrella. When it was time to go, he packed up our car and made our trip much easier.