Complaints

This profile includes complaints for Grand Beach Hotel By Harbor's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Grand Beach Hotel By Harbor

  4835 Collins Ave Miami Beach, FL 33140-2751

• 

  Grand Beach Hotel By Harbor

  9601 E Bay Harbor Dr Miami Beach, FL 33154

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were a friends looking to get away for 2 days in a nice hotel. The pictures online looked really good so we booked a 2 night stay in a 2 bedroom king room. The Grand Beach website describes the room as a partial ocean view. When we arrived on March 2 25 there was NO ocean view!! The room had a pool view.The room comes with 2 king beds and a sleeper sofa. After booking the room I called reservation and requested an additional folding bed. The representative I spoke to said thats not a problem and noted the request. Upon arriving to hotel and requesting the additional bed, the manager at the property said they do not offer additional beds.After paying $1500 a night I slept on 2 benches pushed together (please see pictures attached)In addition, this is supposed to be a 2 bedroom suite, bedrooms usually come with windows. Not in the Grand Beach!!!! One room has a porch the second room is an airless bunker! The ** in the bunker room was not working, when we told the front desk once the request was ignored. After reporting the issue again, they sent a tech up. The tech declared the ac working and left when any normal human who walked into the hot bunker they could see that the ** was NOT working!!!I heard that the Grand Beach offers$50 complimentary credit every day at the bar. I wanted to make sure that I am qualified too, I went to the front desk and the representative told me that yes I am eligible for the $50 complimentary credit.Upon checking out I saw that they billed my CC, when I asked why they said that I am ineligible for the complimentary credit and I am responsible to pay! When I told the manager that the representative at the front desk told us that we are eligible he said it was a mistake and theres nothing he can do about it!The heating in the pool did not work as well!To sum it up, my vacation was a disaster! I expect Grand beach to refund me for the room and $50 per day they charged me!

• Initial Complaint

  Date:05/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/10/2025, I paid $600 plus a $100 resort fee to this hotel. While staying there, I slipped and fell face-first in the room due to shoes with no grip. I was under the influence and began bleeding heavily, likely breaking my nose. My partner tried to keep me in the room, but I left and got blood on the elevator floor. Nothing in the room was damaged.The hotel later charged my card $1,500 for a cleaning fee, even though they originally told me it would be $600. Which is still completely unacceptable and wrong when all I did was get blood on the floor from an ACCIDENT, I obviously didnt do this on purpose. Then, they tried to withhold my personal belongings, falsely claiming I hadnt paiddespite already withdrawing $1,500 from my account. This is unacceptable and illegal.The staff, including the general manager, were extremely rude and unprofessional. They cursed at me, mocked my injury, called me inappropriate names, and accused my partner of domestic violence with no evidence. I tried to explain that I fell and injured myself, but they refused to listen or show any compassion. I felt humiliated and mistreated during a painful and distressing situation.I did not authorize the $1,500 charge and believe it was excessive. Their behavior was unprofessional and inhumane. I have never ever been treated like this in a professional manner. And to be taunted as if I have no money after she withdrew all the money from my account. I am requesting a full or partial refund and ask that this complaint be reviewed seriously. No customer should be treated this way by a hospitality business, or any business in general. Especially just because of an accident, and to have my partner be accused of domestic violence is a serious offense especially when that is not what happened. She caused extreme distress and honestly Im experiencing some PTSD from this situation and the way I was treated as though I was worthless and disgusting.

  Customer Answer

  Date: 05/11/2025

  I would like to include that it wasnt next day that I was charged* it was 25 minutes after the incident. Leaving me with no funds and nowhere to stay 

  Business Response

  Date: 05/23/2025

  Dear Better Business Bureau,

   

  Thank you for allowing us the opportunity to respond to the concerns raised by Ms. ******* **** regarding her stay at the Grand Beach Hotel Miami Beach.

  During Ms. ***** stay, our team received multiple complaints from other guests concerning loud disturbances and what appeared to be a domestic dispute coming from her room. Due to the severity of the situation, the Miami Beach ***************** was called to respond, and an official incident report was filed (attached).
  In response to Ms. ***** claim that she was charged $1,500, we can confirm this is completely false. The total amount billed to her account was $286.31, as shown on her final invoice (attached). No unauthorized or excessive charges were applied.
  Additionally, our housekeeping team documented damage to hotel linens following her departure. Despite this, no additional charges were imposed for the damage. However, due to the serious nature of the disruption and the impact it had on the hotel environment and our guests, we have declined any request for refund or settlement.
  We trust this information clarifies the situation.

   

  Grand Beach Hotel

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23315201
  
  I am rejecting this response because:
  I have proof they charged me over 200 dollars. Here is a charge for 400+ as well as I can include where they repeatedly charged my card over and over again accounting up to 1500 dollars. As well as filing a false DV claim and claiming my partner was hiding someone in the room. Their claim saying they only charged 200 IS COMPLETELY FALSE. They should be ashamed and ashamed of the woman front desk manager who used derogatory terms against me , commented on my appearance, & then also claimed I had no money. AND ON TOP OF THAT ALSO TRIED TO WITHHOLD MY BELONGING AFTER CHARGING MY CARD 5+ TIMES. 
  Sincerely,
  
  ******* ****

  Business Response

  Date: 05/28/2025

  Dear BBB,

  
  We understand your concerns and would like to provide final clarification regarding the charges on Mrs. ****** account.

  The total of $470.98 billed to your card corresponds to mandatory resort fees, valet parking, and a cleaning fee. The cleaning fee was applied due to soiled linens that required disposal, which is consistent with our housekeeping policies.
  The $300.00 referenced was not a charge, but a pre-authorization for incidental expenses. This is standard hotel policy and is released automatically upon check-out if unused. It does not appear as a final charge on your billing statement.

  After a thorough review, all charges were applied correctly and in accordance with hotel procedures. Therefore, we must respectfully decline any refund or settlement request.
  We take all allegations seriously and continue to review any concerns raised regarding staff conduct. However, based on our documentation, the charges and actions taken were appropriate.

  
  Sincerely,

  Grand Beach Hotel Management

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation at the Grand Beach Hotel through *******, and before finalizing my booking, I updated my payment method. However, despite this change, Expedia processed the booking, resulting in two identical orders being created unknowingly. Upon reviewing my account, I noticed there were two orders for the same room, each with a different payment method. Upon realizing the issue, I immediately contacted ******* customer service to explain the situation. I also reviewed the hotels cancellation policy, which clearly states that one person cannot check into two identical rooms under the same name. Rooms must be checked-in under different names, or the hotel will automatically cancel the booking. Based on this, I assumed that my duplicate reservation would be canceled by the hotel. Expedia was helpful in reaching out to the hotel, but due to the holiday season, the hotel was unable to respond promptly. Expedia then suggested that I speak directly with the hotel front desk to inquire about canceling the duplicate booking and receiving a refund. The hotel front desk agent confirmed that my duplicate booking had been canceled. I asked for proof of the cancellation to provide to *******. The front desk agent provided it, confirming that I could use this information to close my booking in Expedia. However, when I contacted Expedia, I was informed that the hotel property manager had refused the refund. What makes the situation even more confusing is that the hotel informed me they have not yet received my payment because the funds are still being held by *******. When I reached out to the hotel, they directed me to contact Expedia. However, when I contacted Expedia, I was told that the hotel had refused the refund. I am now left unclear about who has received my payment and who is responsible for issuing the refund. It feels like both parties are avoiding responsibility for resolving my issue.

  Business Response

  Date: 01/07/2025

  Good afternoon,
  Please note we never charged Expedia for this cancellation.
  Expedia reached out to us on 01/03/25 to request the waiver sine someone at the Front Desk mentioned it would be waived , we then replied to Expedia requesting the name of the person Waiving the fee and never heard back.

  After receiving this BBB complaint, I found the last email and requested Expedia to please refund the guest .
  
  Please find attached proof of request to Expedia.
  The Hotel does not have the guest money, he paid Expedia and he needs to get this refunded from them.
  
  Best Regards, 
  

• Initial Complaint

  Date:09/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked this hotel and they NEITHER STATED ONLINE OR AT THE HOTEL That they rent our half the hotel to people in rehab and you hear nurses running around.Nor did they state before booking that the hotel lined would be dirty, the shower would be leaking, or that the floor had massive stains on it.I booked this hotel with the intention of it being a hotel not a hostel, we did not stay there and we dont want to pay for somewhere we never stayed and for a hotel taht they said they were one thing and now they are showing that they are something else

  Business Response

  Date: 10/10/2024

  Dear guest and Better Business Bureau, 

   

  Thank you for taking the time to share your concerns regarding your satay at Grand Beach Hotel Bay Harbor. We sincerely apologize for any inconvenience you experienced during your visit.

  After reviewing the details of your complaint, we have looked into it with the team to better understand the situation. Based on our findings you did request a room on the 7th floor which couldn't be accommodated due to limited inventory.

  However you were provided the same room category on the 4th floor. Since you were not satisfied with the cleanliness of the rooms twice, we did offer you a complimentary upgrade that you refused.

  Unfortunately the condition of your reservation were Advance Purchase Non Refundable from a third party.

  If you wish to come back we will be pleased to accommodate you with a complimentary upgrade including early check in and late check out for your convenience.

  Please book with us directly to get our best rate available.

  Sincerely yours.

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the hotel 8/14-8/15. Upon checkout, my balance was $310.70 as expected. Later my credit card was charged $810.70 and when I inquired about the extra charge I was told that there was damage to a TV in the room. We did not damage a TV. I was told that this was confirmed because they inspect the room after each guest. Either someone didn't do their job prior to us arriving (after the last guest), someone made a mistake, or someone is lying - we did not damage any TV. We used one of the TVs which worked fine, and the other TV we did not use so I cannot confirm it was working when we arrived or when we left. One other interesting part to this story is when I initially called to ask about the charge, the person that answered the call asked how much the charge was for and I said $500. He responded with something like - didn't I just speak with you, about $500 for the TV. I clarified that this was the first time I was speaking with someone about the matter, to find out what the charge was for, so he transferred me to another department. They explained that the charge was for a TV. I am mentioning this because I find it interesting that they have multiple people inquiring about an expected $500 charge for a TV, that seems very strange to be a common issue at a nice hotel.The hotel otherwise was nice and I am not disputing any part of the charge for the stay and meal we purchased, I am requesting a refund of the $500 I was charged incorrectly for the false claim that we damaged a TV.

  Business Response

  Date: 09/12/2024

  Good afternoon,

  This was taken care of and resolved directly with ***************. She was very happy with the resolution offered.
  
  
  

  Customer Answer

  Date: 09/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request a refund for a reservation at the Grand Beach Hotel Miami Beach, which unfortunately we were unable to fulfill due to extenuating circumstances beyond our control.In light of the State of Emergency declared by Governor *********************** and the severe weather alerts indicating dangerous flooding in the ***** area, my spouse and I made the difficult decision to cancel our flight and subsequent hotel stay. Several major roads, including Interstate 95, were submerged under water, making transportation from the airport to ***** Beach extremely hazardous and uncertain. Additionally, our flight was delayed amidst widespread cancellations.Our primary concern was for our safety and the potential strain on emergency resources in the ***** area. With two young children under the care of grandparents at home, we could not risk being stranded in *******, potentially requiring rescue assistance during the flooding.Despite our efforts to resolve this matter with Hotels.com, and understanding that the Grand Beach Hotel itself experienced power issues affecting their ability to respond promptly, we have unfortunately been unable to secure any portion of our refund.As loyal travelers who frequently visit ******* under normal circumstances, we value our relationship with your establishment and wish to resolve this matter amicably. Our intention was to celebrate our 10-year wedding anniversary at your esteemed hotel and contribute to the local economy, but the severe weather conditions prevented us from doing so responsibly.We sincerely hope for your understanding and cooperation in this matter. Please consider our request for a refund as an equitable resolution given the extraordinary circumstances that compelled us to cancel our reservation. We would greatly appreciate your prompt attention to this matter and look forward to your favorable response.Thank you for your understanding and assistance.

  Business Response

  Date: 07/26/2024

  After carefully looking at this request we determined that this reservation was made via Expedia for a Fully prepaid non-Refundable rate plan. The guest accepted those terms at time of booking. The flood happened on Tuesday June 11 and Wednesday June 12, there was no reason to cancel their arrival on Thursday June 13 forward. The reservation was fully penalized as it is a Non-Refundable rate plan and cancelled the same day of arrival. The hotel has no control over Expedia prepaid cancellation terms; once you use a third party to make a booking you must abide to their terms.
  

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21863186
  
  I am rejecting this response because they did not respond to BBB. but I understand BBB cant force them to respond. Im so sad that we used this hotel and the lack of empathy and customer service to a public emergency.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/31/2024

  The public emergency was declared on Wednesday the day we were supposed to arrive. and flooding in the roads were all over the news. including flight delays and cancellations that day- you can look up Delta flights the day we were supposed to arrive.  Their response is inaccurate and shows they did not read any of the attachments. Expedia tried to reach out to them and said the hotel was saying no refund- Expedia had great customer service and were also trying to help us get a refund. The hotel is the one who said they would not refund even when they had electricity issues. This is extremely poor service and is unusual lack of care.

• Initial Complaint

  Date:05/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I booked a stay at the grand beach hotel on 5/12/2024 the minute I hit on the book now button I realizedthat I booked at the wrong address and I wanted to cancel. Right away I got a pop up saying "mange or cancel your stay" so I clicked on cancel and my room got canceled but then when I checked the refundstatus they said that they are not refunding. Please note that all this happened within the same minute. I booked the room with expedia.com and I chatted with one of the reps and they couldn't help me! Please, I need my money back! The site is deceiving. Why are they giving the option to cancel if they are not giving any money back???? I spent over ****** and they are not willing to give it back to me. Furthermore, they didn't even have a chance to charge my card since I canceled so fast, they charged my card after the room was already canceled. Which is pure stealing! Please help me get my moneyback

  Business Response

  Date: 05/27/2024

  Good day,

   

  We never charged Expedia for this cancellation we waived the cancel penalties.  The customer must go through Expedia to get their funds as we do not have them.

  Please let us know if you need any further information. 

  Best,

  Customer Answer

  Date: 05/28/2024

  Hi,

  Thank you so much for getting back to me.

  Please note that what the hotel is saying is not true. I was on chat with Expedia.com for over an hour. And what they said was, " we would love to process a refund for you however we can not do that you have to reach out to the hotel" When I reached out to them there was No one to talk to.

   

  Please help me get my money back. Thank you!

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21700906
  
  Hi,
  
  Thank you so much for getting back to me.
  
  Please note that what the hotel is saying is not true. I was on chat with Expedia.com for over an hour. And what they said was, " we would love to process a refund for you however we can not do that you have to reach out to the hotel" When I reached out to them there was No one to talk to.
  
  Please help me get my money back. Thank you!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom this May concern:Hope all is well. On December 6th 2023, We arrived at 4:00 PM to check into the grand beach hotel in Bay Harbor, for a 6 day vacation. We reserved a 2 Room Suite for our family....Confirmation Number ******** We were told our room is not ready yet (even though check in is at 4:00 pm) and the room is in middle of being cleaned. After waiting 30 minutes in the lobby, we were finally able to go to our room. Our room was not clean at all To anyone's standards. Hair in the shower, ***** floors, The floors were so not clean- that when i had walked in the hotel room without shoes or socks. The bottom of my feet were completely black..... this is unacceptable - we called the front desk to complain about being in a dirty room, and were told the cleaning crew is not here for the day any more ( December 6th 2023). We will send them when they come tomorrow - December 7th. Again unacceptable - a hotel room is supposed to be clean, Then tomorrow comes (December 7th 2023). Yet again the room doesnt get cleaned!I call management and they say, Oh sorry! Finally on the following day December 8th, 2023, Someone comes to clean the room. For 2 nights and 2 days we had a very dirty room. Unacceptable As all this is happening. We take our kids to the pool. (December 7th) There is No Hot tub. Its completely out of service. After all, we came to Miami from Cold weather in ******** to soak in the sun, spend time at the pool and hot tub,Never once in any of the reservation emails before check in , did the grand beach inform us there is no hot tub. Or even at check in. That is a major needle in the balloon. This is the 2nd inconvenience for our family and completely not an enjoyable vacation experience so far. We traveled all the way to Miami to enjoy our time at the hotel, pool and hot tub experience. So far it has been a complete disaster, After speaking to hotel manager ******, numerous times about this, I spoke to him about this again on Friday December 8th 2023, and expressed our frustration over what is going on. To which he completely agreed. (showing him my reservation for a 2 bedroom suite, showing him the hot tub out of order etc. We both Agreed on Friday Decmber 8th 2023, that the fair thing would be the first 2 nights credited to us and no resort fee to be charged going forward. Needless to say Monday Night December 11th 2023, a huge fire broke out by the hotel. Our room is directly on top of the pool area and where the fire broke out, our room was completely engulfed in thick black smoke from the fire right below us ( pictures attached showing our room completely engulfed in thick black smoke). My wife, 6 year old son and infant baby are sleeping in the room. My wife smells smoke, she gets up to see the room is completely full of thick black smoke, screaming for help at the top of her lungs. She grabs the baby, goes to wake up my 6 year old son who is sleeping. She doesn't take the elevator as she is not sure what is on fire and she runs to the stairwell.7 flights of stairs. Alone, no one from the hotel to direct her, or assist her carry down the stroller 7 flights of steps, as she was making her way down, she hurt herself running down with the stroller. Picture of bruise attached There was no one from the hotel giving instructions , no one from the hotel even bothered to go around knocking on doors warning people about the fire. The alarm only went on after she and many others were already outside. Total pandemonium & total chaos All my children have is their shirt top. They are cold, traumatized and crying. No where to go! Completely Stranded! (picture attached)Over an hour outside alone with 2 crying children, she saw people from the hotel heading back into the hotel, My wife speaks to manager named *********.. who comes upstairs with her and sees the room is full of smoke in the room ,and smells the black smoke , all of our expensive clothing, and possessions, have a thick fire smoke stench to it. (receipts of clothing attached) ********* then informs her that she should move to another side of the hotel immediately, as its dangerous to inhale, especially for the baby! He assigns her a new room, and says dont worry tommorow ill make sure management takes care of you and refunds you for the entire stay. This is now around 12:00 am.. she moves everything from room 709 to the new room. She finally finishes moving the entire room at 2:30 am.We slept 3 hours that night! (Husband was at a miami dolphins game with my 2 other children and when he got the call that there is a fire at the hotel. immediately left the game to make my way back to the hotel. we spent over $1500 to be at that game. he left early.) The next morning before leaving the hotel At 9:00 am, December 12th 2023, I spoke to manager ****** and showed him some videos. I even sent him a whatsapp of the video to his phone number ************ of what occurred that night, as he wasnt there when the fire happened! He said dont worry, I wont charge you for your stay at all, I apologize for what happened... He said since he was busy making a report with the fire department, who were on premises while I was speaking to him, I should head to the airport and that he will email a receipt the following day showing the balance zero. ( that is why I never got the final bill upon departure)to my shock I was charged $1649.77, a few days later, instead of being refunded for the entire stay like Manager *****************. ( he refunded one nights stay) this is NOT acceptable. I had tried many times to speak to manager ******, I left many many messages with the front desk, left him numerous voice mails for him to call me back, and to no avail, he never returned my phone calls. This is completely unacceptable. This hotel stay from the beginning to end was a complete disaster. it was not a vacation it was a head ache. Please do the right thing and refund us for this stay, the way you told us you would refund us, the entire amount for an unenjoyable - disaster of a trip. Thank You.

  Business Response

  Date: 01/31/2024

  Thank you very much for allowing us to provide clarification.
  ********************** was given a sincere apology for the inconvenience and the unexpected incident experienced.
  The Hotel Manager explained to Mr. ********** that his claims were to be addressed, ********************** was told that even though his demand for waiving the entire stay is unlikely to be made by management, Hotel Manager will request Maximum compensation on his behalf.
  ********************** claims were escalated to the Executive level who after analyzing the case, approved the adjustment for the Price of the Room for the night of the incident. In addition, the Hotel Manager waived the Resort Fees for the entire stay as Service Recovery for the ****************************************** provided maximum compensation as a gesture of goodwill. Hoping in good faith that the unforeseen incident and the small discrepancy in our service does not stop ********************** from booking the Grand Beach Hotel in the Future.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21224332
  
  I am rejecting this response because:

  this response is disrespectful to say the least.  I was clearly told by the hotel manager ***********; that the entire stay will be refunded because of everything that transpired during our stay.  The manager knows quiet well that he told us, that we would be fully refunded....and this is considered a classic case of telling the customer one thing. Yet doing something entirely different. 

  the hotel needs to take ownership of their management and fullfill ecactly what was promised.

  And the hotel is trying to show the BBB that they are resolving the issue by issuing a one night credit is unacceptable. 

  We were told we are being refunded the entire stay. Honor your words. 

  we do not accept the outcome of what the hotel offered. 

  The stay from beginning to end was a complete disaster to say the least.

  Do the right thing and honor your words 

  The hotel needs to be held accountable. 

  We are very surprised that the grand beach hotel group wouldnt do the right thing by honoring their word to us.

  Not only did we deal with dirty rooms for 2 days and 2 nights

   And no hot tub for the entire duration of our stay because its out of order.

  we also had to deal with a fire and smoke filled room..all our expensive clothing smell from black smoke , getting injured we incurred a loss here  way more then the hotel bill etc. I sent receipts to show.  And The smell doesnt go away we had a terrible terrible experience by the grand beach hotel. Take ownership and do the right thing by us. We were your loyal customers. We deserve to be treated in a dignified way. 

  lets end this by the hotel honoring their word. It will go alot further then by what was done untill now. 

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I RSVP for a reception, and left my car with valet for an hour, No information or any indication that there was a $35 fee and they held my car hostage. A worker told me there was a sign outside and we went and there was nothing. A second worker told the first worker they took down the fee sign awhile ago This is not ethical especially when theres a public parking lot across the street for two dollars an hour. This is not communist ******.i had to call 911 I ended up paying a discounted rate even tho I should not have have to pay a cent. This behaviour is not hospitality its communist ******

  Business Response

  Date: 12/18/2023

  Great afternoon,

  Allow me to provide clarification:

  Valet is a service provided by the hotel to enhance the convenience and experience of our guests and for our visitors. It involves a dedicated team to park and retrieve vehicles, ensuring a hassle-free and secure parking experience.
  
  We value the comfort and satisfaction of our guests and visitors, and the valet service is designed to offer a premium parking solution. We appreciate your understanding and are committed to transparent communication regarding associated fees. All visitors using our valet service are subject to a $32 visitors parking fee plus tax in which it is to be paid prior to retrieving the vehicle. This is explained when dropping off the vehicle to avoid any confusion during retrieval. In this case, we understood the situation that unfolded which is why we charged a discounted fee other then the regular $32 plus tax charge. This is a mandatory fee when using our services. 

  Thank you!
  
  
  
  

  Business Response

  Date: 12/18/2023

  Good afternoon,
  
  I appreciate the opportunity to offer clarification:
  
  Valet service is an service provided by our hotel to elevate the convenience and overall experience for both our guests and visitors. Our dedicated valet team ensures a seamless and secure parking experience.
  
  The comfort and satisfaction of our guests and visitors are of utmost importance, and the valet service is curated to deliver a premium parking solution. We highly value your understanding and are dedicated to maintaining transparent communication regarding associated fees.
  
  It's important to note that all visitors utilizing our valet service are subject to a $32 parking fee plus tax, which is to be settled before vehicle retrieval. This information is communicated upon dropping off the vehicle to prevent any confusion during the retrieval process. In this specific case, we recognized the situation and applied a discounted fee as a gesture of goodwill, deviating from the standard $32 plus tax charge. Please be advised that the $32 plus tax fee is a mandatory charge when availing our valet services.
  
  Thank you for your understanding.
  
  

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20953025
  
  I am rejecting this response because:

  This information was not communicated upon dropping off the vehicle. The sign of the fee structure was missing see photo

  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/22/2023

  I appreciate the opportunity to offer clarification:
  
  Valet service is an service provided by our hotel to elevate the convenience and overall experience for both our guests and visitors. Our dedicated valet team ensures a seamless and secure parking experience.
  
  The comfort and satisfaction of our guests and visitors are of utmost importance, and the valet service is curated to deliver a premium parking solution. We highly value your understanding and are dedicated to maintaining transparent communication regarding associated fees.
  
  It's important to note that all visitors utilizing our valet service are subject to a $32 parking fee plus tax, which is to be settled before vehicle retrieval. This information is communicated upon dropping off the vehicle to prevent any confusion during the retrieval process. In this specific case, we recognized the situation and applied a discounted fee as a gesture of goodwill, deviating from the standard $32 plus tax charge. Please be advised that the $32 plus tax fee is a mandatory charge when availing our valet services.
  
  Thank you for your understanding.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20953025
  
  I am rejecting this response because:

   

  this was not communicated upon dropping off my vehicle. Please see image of the missing sign of the fee structure.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a three night stay at the hotel on 11/7 for the end of November. I carefully reviewed the hotel's website and photos before booking and was looking forward to my stay. The next day, out of curiosity I looked up the ****** reviews and to my surprise noticed all of the most recent reviews said the hotel is completely misrepresented on their site. Examples:The plumbing in the rooms does not work.Outdoor amenities such as pool and hot tubs are not functioning although these are paid for and included in the mandatory resort fee. Bathroom appliances do not work Cockroach and ant infestations in the rooms Upon reviewing this and the pictures that accompanied the reviews, I called the hotel to try and cancel my stay as it was less than 24h after I booked and explained that I did not want to continue with my booking as it was clear the hotel was not being maintained how it is being represented on their site. The hotel explained that they would not refund my cancellation despite the fact that they are lying on their site about the condition of the hotel. I can understand a hotel having a no refund policy, however when the state of the facility is being so grossly misrepresented, I believe this is unacceptable and blatantly taking advantage of unknowing travelers.

  Business Response

  Date: 11/27/2023

  To whom it may concern,
  
  Guest contacted the hotel to try to cancel his booking. Guest was advised that the reservation was fully prepaid and nonrefundable made via a third party (******). ***** was advised that if he decided to move forward with the cancellation he would be forfeiting the deposit and that the full penalty would apply. At this time no refund will be issued since the terms of the contract was very clear when making the reservation. If you have any further questions please contact the third party company (******) in which you made the booking for clarification. Thank you.

  Management