We reserved three rooms and stayed the beginning of last May for four nights. I contacted the hotel directly in advance as we were visiting from overseas to celebrate a special occasion. Instead of receiving a response with a list of special occasion options, and answering our other inquiries, we received an e-mail saying they needed a credit card number to reserve a dinner reservation for Addison. They knew we had a toddler as we notified in advance, but nonetheless assigned us a room that was about as far from the elevators and main building as one could get.
The above was an irritation. What followed was what resulted in the three star rating. We took advantage of their beach service whereby they take you in their shuttle to the beach and set-up of beach chairs and umbrellas. The driver asked when we would like to return to which we replied we were not sure as our toddler pretty much decides our schedule. No problem, Just give them a call. The hotel was not busy. We called a few hours later at 3:00pm and were told that no shuttle would be available to come get us until 7:00p as it had been reserved for a private party. We were told we would need to arrange our own transportation to come back to the hotel. Alarmed, we explained that we had all of their beach chairs, towels and umbrellas and our toddler with us. What were we supposed to do – leave all of their stuff lying on the beach? They told us they would see what could be done. A different driver ended up coming to get us an hour and a half later with the hotel shuttle. No apology. Nothing.
Yes the grounds are beautiful and well maintained. Yes, the rooms are large and comfortable. And most of the staff we encountered were kind, especially the room service staff. But when you experience the kind of poor service that we did with the beach fiasco, none of those good points can make up for it. Needless to say, we will not be returning to the Grande Del Mar.