Isla Grand Beach Resort

Room good size; Pool was open, but no one was cleaning it for the entire duration of our 2 day stay and our kids were finding plastic cups on the bottom of the pool; easy access to the beach

Arrived at 10;30am, was welcomed by a nice employee who explained its not yet time for check in but there was no problem already using the hotel amenities. That was ok. When our 2 x groups were called ( a few minutes apart from each other, we got to the front desk and asked if our rooms could be "close" to each other, in the same section? We were told, we had to be put back on the list again and that "there will be a wait as there are 3-4 rooms still waiting to be cleaned in that particular section; we will receive another phone call. That was not a problem, we agreed to that and so we waited. One hour, two hours passed by and no phone call, we could see other people being placed in nearby rooms and started to wonder if we had been forgotten to be placed back on the list?? So I get to the front desk and the girl who originally served us was now busy with another customer. I piped up when I saw I wasn't being served as I hovered at the side not wanting to queue up in the main line as by now the queue was long. The girl serving next got visibly upset stated loudly for everyone to hear that I should line up next time. I told her ive been waiting for 2hrs with no update and can I check where in the queue i am for the next available room please? She proceeded to tell me all of the hotel's problems.. that there was not enough staff that day, that the front desk people were being pulled earlier to help clean the rooms, that the duty manager is unavailable to help and will only tell me the same thing etc etc. Essentially I waited a further 2hrs before again going back to the front desk to check. By this time my son who is 11yo is already tired, hungry, wet, cold and we really needed to be in the room to get in the shower and rest. We finally got our room 8hrs after arriving the hotel. By this time, we had already spent a fair amount of money on drinks and overpriced pizzas.

After having trouble checking in due to cleaning issues we were met with upgrades for the wait. Very much appreciated it. Other then that everything was great!

Just the issue with checking in.. We did wait almost 5 hours after checking in for the room but again we were met with an upgrade to a condo.

Pool, amenities

Room wasn’t ready at time of check and had to wait hours . Over 3hrs and they never called me.

I got there on time and i never received my room that i booked had to book a different hotel