Grand Beach Hotel Surfside West

Moussie Rosenblum

We have stayed at the grand beach Surfside many many many times. The hotel was lacking in service, customer service & overall happiness from their employees. I’m proud to say this last stay has been incredible. We stayed for ten days and only had a positive experience. They definitely changed something in the hotel and we are glad.

Chris Purifoy

Worst service I’ve ever received. They canceled multiple reservations I had to later say that the room was over booked and I had to choose another location to stay at. They have also charged me a smoker fee for a room I did not even smoke inside off and blamed it on the balcony door being slightly open. The managers didn’t want to direct me to any corporate personnel or give me their names to report anything on them. They wouldn’t provide bellman to come help with bags entering and exiting the room. Overall the service was completely miserable towards someone of colored descent on this property. I also noticed numerous other colored individuals with similar complaints about this property s as well

Bina Roth

Part of going on vacation is the hotel experience. My experience at the grand beach hotel was less than satisfactory. Firstly , check-in took forever . I had to wait for 4 hours before I got my room. Once I got my room it was the wrong one. Secondly, the cleanliness and room service is horrible. When I finally got my room , the bathroom wasn’t cleaned from the previous inhabitants. Thirdly, they are extremely money hungry and won’t give you anything . This supposed swanky hotel that I paid over $300 a night should have the decency to give water for free . They didn’t even do that ! Fourthly , their customer service is terrible. I called the reception desk to complain that a room nearby was smoking drugs , and they ignored me. I will not be staying here again. Not at all worth it !

Adexcitve and Thegreatboss_ofgood3

Quite possibly the worst customer service in the history of 3 star hotels. Beautiful property.cross the street Absolutely no clue what their doing from a customer service perspective. Impossible to get a hold of a manager. House keeping non-existent. Any favors you ask at staff is completely forgot. When you ask for basic things like food service to a hotel room or a beach chair - you expect a 3 star hotel to handle these things but they cannot. I could write pages on how bad this experience was. Avoid this hotel for sure if you want any level of service. - so many better places to spend money in Miami. Worst part of the whole experience is when you email and call the hotel multiple times, you expect them to get back to you - they didn't respond once!Zero response. Unbelievable.