그랜드 비치 호텔 서프사이드 웨스트

This place has terrible staff at the front desk. They charged me more money to stay in the main building which is where I originally booked. I had to pay 500$ extra in fees. Be careful with this booking! This website is NOT clear when we book that we will not be staying in the beach front property!

We were incorrectly charged for two consumptions from another room that we never used. When we approached the manager (her name was Melissa I think) to clarify the issue, she was very rude and unhelpful, stating that an investigation would be done — but the charges remained on our bill. Additionally, we were charged unexpected hotel fees for our two-night stay that were never disclosed at booking. Overall, the customer service was unpleasant and dismissive. Definitely not the level of service we expected.

My wife and I are well travelled and have stayed in hundreds of hotels around the world. We are super easy going and understanding when things are not perfect. We are the opposite of complainers and usually prefer to just go with the flow. So I don’t think I’ve ever been compelled to write a negative review for a hotel. However our experience here was bizarre. The main issue related to us discovering blood-stained bedding and how the hotel handled the situation. We notified one of the managers Melessa who was very nice, apologized, and told us the bedding would be changed ASAP. She even bought us a coffee. Great, situation handled. We got home late after a long day out and didn’t think we needed to double check that our sheets were changed. However the next morning we discovered that the sheets hadn’t been changed and we had slept in the same sheets stained with a prior guest’s blood. In addition to this, the air conditioning was broken (we were also told this would be investigated by their engineers who would update us, but we never heard an update) and the guests in the neighboring room were very loud and heavy smokers, so we requested a room change. Melessa again was very nice and addressed the situation by waiving our resort amenities fee and stating that she would upgrade our room to a king suite. We were also offered a meal at their restaurant but we told her we would be eating all of our meals w family we were visiting so just the room upgrade would suffice. Great, situation handled, albeit on the second try. Unfortunately when we came to our new room we saw that it was actually a room downgrade, unlike the upgrade we were promised. It was the same room we had been on, except with no balcony, on a lower floor, and facing the noisy street. At this point we were quite miffed especially since a quick search of their website showed many nicer rooms available. At the least the air con worked in our new room. We were told we couldn’t be moved to any of those nicer rooms, which to me seems like the least they could do after a pretty egregious error related to cleanliness. We were also told nothing could be done to reduce our hotel bill since we had paid in full ahead of time on Agoda. No credit for a future stay was offered in lieu of that. I wanted to write this review as I hope management can improve their service for future stays. My dad, grandmother, and cousins all live in Surfside, so the location is very convenient for when we visit. But it will be hard for us and our relatives to choose this hotel again after this bizarre experience.