Opal Grand Resort & Spa — Hotel in Delray Beach

BEWARE LOCAL FLORIDA GUESTS My husband and I live in the next town over from this hotel. We decided to visit this hotel for 3 weeks as a getaway from home. We drove our cars to have transportation during our stay and parked in the only lot offered which is located in the garage. In the parking garage there are pipes that were confirmed by hotel staff to be acid leaking from them. Being that we stayed for a long period of time, the acids dripped all over my brand new car, eating off the paint. Several of the staff members acknowledged that this is an ongoing problem and that it happens all the time. Valet confirmed that they squeeze lemons on peoples cars to get it out, while others were laughing that people come back after being valeted with their damaged cars and since valet is at your own risk so they “tell them to beat it.” I was literally in tears as they seemed to be acknowledging and taking accountability for what transpired, they opened a “claim” with their management company and confirmed on several occasions that this would be resolved. After weeks of being passed around from employee to employee with no on able to give a straight answer, Harris Gillian, rudely called me back to say that I caused the damage to my car and that the hotel won’t take any responsibility for what happened in their parking garage. Feeling that this improperly being handled, I contacted the management company, again, after leaving multiple messages prior with no returned calls, demanding that this be resolved at the hotels expense. To properly buff out the acid from the paint and repaint certain areas, including my rims, the cost was $1,200, which equals the cost of 3 nights is my 3 1/2 week stay. 7 weeks later I get an email from Maura of the management company saying that they will mail me $200 as a way to shut me up yet still not taking responsibility for the incident that occurred on their grounds by their lack of maintenance and repairs to their old hotel. The management company should be embarrassed that this is happening to peoples cars as a result of them not doing their job. After spending the type of money that I did during my stay here, including dinners and drinks at the bar, it’s absolutely insulting that this minor cost would not be provided to me to rectify what happened and to keep the possible future business of me returning. The hotel is overpriced and on a busy street. Loud cars are passing by, doors are slamming day and night throughout the hotel hallways where it’s almost impossible to enjoy a good night sleep. There are plenty of hotels along the beach in this area to choose from. I definitely WOULD NEVER RECOMMEND THIS HOTEL TO ANYONE where there is a slight possibility that their personal property would be damaged...

Easily one of most beautiful hotels disguised as a total nightmare, starting at literal check-in. It started when our credit card was charged twice at check-in for incidentals because on their end “it did not appear to have gone through” even though we showed them proof and confirmation that our card was in fact charged for the exact amount and at the exact time of the transaction. On our online statement that we showed to one of the managers, it specifically said “Opal Grand Resort for $XYZ amount” yet they still requested we pay AGAIN for the incidentals without any promise of getting the charge back. When we did the second transaction, we showed them further proof that our card was now charged TWICE for the exact same amount. We were not shown any proof from their end that the transaction didn’t go through. Our second day we noticed a $400 charge from the hotel. When asked about the charge, the front desk manager claims it was “caused by a glitch in the system”. When I asked what type of glitch would cause a $400 charge, she had absolutely zero answers other than that we would get the charge back once we check out. The most they could do was a complimentary breakfast!?! A complimentary breakfast from a hotel that easily makes over 2k from every single check -in. Second and most shocking, was when I was naked changing in our room- I heard a very very faint knock on the door and a whispered “housekeeping”. Our Do Not Disturb sign was on the door in plain view and the knock and voice were so quiet I thought it was for a neighboring door. Next thing I know some man from housekeeping was walking into our room. We absolutely did not give anyone permission at that point to enter the room and immediately told him to get out. When we brought it up to the front desk manager all we were offered was an apology. A verbal apology for a male employee entering a females hotel room. Though I appreciate the front desks apology, It was highly inappropriate and I can see from further reviews their staff absolutely LOVES to enter rooms unannounced. And because of what happened at check-in (stated above) I believe it to be a lack of communication between the front desk and housekeeping. Regardless, this should have never happened, esp not multiple times in a single year. If you check further reviews you will see the hotel has a habit of allowing uninvited employees into guest rooms without offering any sort of retribution. And this is not to say their customer service was bad, but this customer experience has been terrible. And we’re getting charged TWICE for it!?? And let me guess… you are so sorry for this unusual...

RECENT UPDATE: I spoke with a lovely manager, Lauren. She had no idea what had happened/nor what was or not promised. Lauren did a great job listening and understanding of what occurred. We are trying to plan a "redo," which she has been quite helpful on. She did a nice job turning the situation around. Changing the stars from 1 to 3.

UPDATE 1/8/2024: I was for a better update/edit, but still have not heard from management as there response indicated.

I have waited for quite sometime to hear back from management at Opal Grand while writing this. I am QUITE disappointed in the service and overall outcome which I have received. Why the 1-star on the room? Never able to stay over. We booked a family/cousins weekend months prior for a family event.

Upon check in, 2 out of the 3 rooms were able to check in. For my room, we kept getting the song and dance, your room is not ready. Did we get there early to enjoy the amenities? Yes. So no problem waiting for the 4 o'clock check-in. Well 4 pm, 5 pm, passed. We received a call after 6 pm (at dinner at this point visiting family) stating there was an "problem" with the room and that they will place us in their sister hotel, The Atlantic Suites on the Ave (old Marriott Residence). Opal was completely sold out. I was absolutely "mad" that the contingency plan was we will move you to another hotel. What gets me "is the well, this happens comment or the lack of carrying." I understand the industry is about occupancy. But why not be honest at 4 pm that the room was NOT going to be available and allow me to make some decisions. I am LOCAL and do many staycations in the area.

I recommended this location to spend time with the family and I am quite familiar with Opal Collection. For it to be a Grand Resort, offer me a discount on a stay (even off season), offer a free night, something more than I will put you in the hotel next door. I could have easily gone home or found my own place. Mind you the Atlantic Suites served its purpose. Rooms decent but everything else needs an update/hallways, elevator, etc.

I did reach out a couple of times through email to management . Never received a resolution or recommendation of my request as stated a moment ago.

The servers at the bar area were friendly!! And one of the desk staff - gentleman (wish I could remember his name)-tried to be helpful, but not...