Grand Beach Hotel Surfside West - Hotel in Surfside - 9418 Collins Ave, USA

We were very disappointed to find out that the room we saw online doesn’t even exist at the hotel. The woman at the front desk was very gracious and understanding. She spoke to the manager who said he couldn’t help us with our issue. Everyone who worked at the front desk was so nice and helpful. Was very disappointing that they wouldn’t stand behind their own websites photos.

I wanted to add that the last full day of our stay I reported that the elevator wasn't going to the 2nd floor. When I reported it to 2 young men behind the check-in counter. They said they would let the engineers aware. Well they never did. I felt like I was inconince to take the elevator to 3 and then walk down the stairs. I would hope that someone will look into this I was not the only person who this happened too. It was very upsetting that neither one of them Said so sorry for this .

Update!! There is an adults only pool they have that does have smoking, thus I am editing this post. There is no smoking by the extension pool. With that said the staff, and everyone were extremely pleasant and accommodating. They were fantastic.

Pictures on google very deceiving. Most pictures are from the hotel across the street. This hotel has basically no lobby. And besides the rooftop pool there are no amenities. rooms are very subpar. Lobby and hallways are quite dirty. Room 223 the flooring is coming up. Mold on outdoor furniture. This isn't a house keeping issue. Staff and front desk are very sweet and work hard. It's just not a well kept hotel. Yes, it's cheaper than across the street but still very expensive for what you are getting. Good location and rooftop pool and beach across the street are nice!

We loved this hotel. Its small, and most of the amenities you might feel are missing are available across the street at their other hotel, but this was exactly what we needed. we had a suite, which has 2 bathrooms/ showers and a lovely sitting area. the rooms were clean, and fresh. We had access to the beach across the street, the pool was quiet and clean, the staff was friendly, helpful and able to answer our questions about the area. We're already looking to book our next stay!

I loved the rooftop pool so much more than the main pool. We had our little one with us so we couldn’t go up to the rooftop pool in the main hotel. If they add a bar to the rooftop pool in west, I think it would make it more worth our while. But otherwise, the room was so spacious, we loved every area!

The west hotel definitely did not seem to have the same level of service as the main hotel. No one at the front desk at night and if your key doesn’t work you have to go across the street. The room we booked (3 bedroom suite with large terrace) does not exist and was falsely advertised. When I mentioned this I was told the room description was “poorly worded”. The worst part was our smoke alarm was beeping in our room, they sent engineers three times, it was never fixed, we had to move rooms in the middle of the night, and they would not adjust the room price for putting us in a smaller room. Rooms were noisy from street noise. Person at the beach to hand out towels and set up chairs wasn’t there for over 20 minutes. Pretty bad customer service overall. Disappointed experience overall.

We spoke to the hotel manager in order to book a room and we paid the deposit for one night as required. We flew to Florida and when we arrived to the airport, `I had several messages that read that our room was cancelled because of insufficient funds!! Our one night refund had gone through and we had received a confirmation the day before and also a welcome note saying that they hope we enjoy our stay. Upon arrival to the hotel we were told that our room was cancelled and that we have no other option!! I started arguing with her and she told me that they have two king size rooms available for double the price we had originally agreed on `9to be more specific $850 and not 400 a night! We had originally booked two queen sized suits. Turned out that they misspelled our name and could not process new payment even though our one night payment went through We asked to see the manager but she kept on backing the other lady and told us that while we were speaking to them the two king size suits were gone!! After being in the air for five hours and unerring for one hour, we took the double bed suite and I told the lady that will post a horrible review, she didn't care!!!! Funny thing is when we swiped our Amex it went right through with no problem!! Unbelievable what a horrible service this hotel provides at the desk. The next day, as we were moving out to another hotel, we were offered a king size suit with balcony to replace the small room we were given, and we opted out by staying there for the rest of the week. ||The area is really nice around there, with restaurant and Bar Harbor around the corner and we enjoyed our walks to the beach, Hotel is exactly opposite to the Grand Beach Hotel and its beautiful out there. There is also Grand Beach Bay Harbour, about 20 minutes walk away and management is very nice and very helpful, beautiful view, but no beach front, manager on duty is amazingly nice.