Grand Beach Hotel Surfside West in Miami Beach

While the property itself was very nice, the service alone made our stay less than pleasant. We had on our reservation for 2 cribs for 2 children, called before our stay to confirm and arrived at the hotel to no cribs available. We went back and forth with front desk, all of whom were very nice, but nothing could be done and managers were near impossible to reach. After demanding to speak with a manager, the manager promised to follow up with us on the situation and we heard nothing. Eventually we had to go out and buy 2 cheap pack and plays (which I had mentioned to the hotel as a solution on their end to spend a relatively small amount of money and keep everyone happy) and did not hear from anyone the rest of the trip. The people at the front desk were always nice and apologetic, but they seemed powerless to even get their managers on the line, amd once on the line the managers were unhelpful, unapologetic and dismissive. As stated, the property itself is great, but the fact that our kids had to sleep on the floor until we went out and bought them pack n plays, and then the follow-up communication and service by hotel management was frankly an embarrassingly terrible indictment on the level of service to expect in this hotel.

Housekeeping was neglectful, did not clean room or provide towels, take out trash, or restock coffee upon repeated requests and promises to come to our room multiple days during our stay.

We have stayed in this very expensive hotel four times previous to our most recent stay (was always very happy). This stay however, was HORRIBLE!!! This hotel has gone wayyyyy down hill.
Our room went uncleaned for 3 days, I had to personally scrounge for towels on every floor as nothing was being delivered to anyone. Our second bed was not made up and our child had to sleep elsewhere even though we were paying for a hotel! I was constantly assured cleaning staff would come but no one ever arrived. I finally spoke to a manager who offered to remover our incidental and meal charges as compensation, which she did. However, a day after we left the hotel they were billed to my credit card anyways.
To make matters worse, our luggage was in the hotel lock up before we left and a pair of air pods in a bag "went missing"
I have called the hotel dozens of times and only reached a live voice once who assured me I would hear from a manager. No one has called. I also sent many emails....no one has responded.

We used to love this hotel but I don't think I will ever step foot on the premesis again. They clearly could care less about their clientele. Beware!

Spent multiple weeks at the hotel. Here were my thoughts. Terrible front desk service. Didn’t even have a phone charger to borrow. Didn’t follow through on a wake up call. Was rude and aggressive at times.

Pool and beach furniture very run down along with some of the finishes in the rooms.

The worst part of the hotels is the connecting rooms. Beyond loud you can even smell the person living with you. For this price it’s comical.

Bellman service was good and the room cleaning was fine. The rooms were spacious. The gym was good. Hallways always smell bad with very stained carpets.

The worst parts is hearing the babies scream at all hours of day/night. Always kids at the adult only upstairs pool. Service was not great at beaches and pools. With a few exceptions most of the staff was unprofessional including the seasoned staff. 2 exceptions were a young Latino bellhop and a black smiley beach service gentleman.
Overall would not recommend the hotel.