Naples Grande Beach Resort — Hotel in Naples

Our wedding was a pretty terrible experience due in no small part to the team at Naples Grande.

I will start with the good - the wait staff that was directly assigned to us and the quality of the food prepared was great.

Now for the stuff that was pretty terrible: First and foremost, the contract was never delivered as promised. We were told not to worry about it, which should have been a red flag. The date was then booked over because we were never put on the schedule - we were told not to worry about it and even after we got scheduled over, we had to ask every 3 days for a month to get a contract for the new date.

To make matters worse, we were passed off from one event coordinator to another without any introduction or explanation. It was jarring to suddenly be speaking with a completely different person without even knowing if the original event person was going to be helping us or returning - Evan never did.

When we arrived, the valets didn't even acknowledge us, despite the fact that my wife was wearing an all-white outfit that said "Bride" and we were the only wedding being hosted that weekend. We said "Hello, how are you? We are here for our wedding" the response: "Last name?"

The front desk staff didn't congratulate us or even acknowledge our presence. It felt like no one cared about our special day. To add insult to injury, we had to bring in our own belongings from the car because the valet service didn't offer to do so, even though we had paid for it. And when I needed something from our car, the valet didn't want to retrieve our car, so we had to do it ourselves.

As if all of that weren't bad enough, we discovered a cockroach in the bridal room. During the cocktail hour, some guests weren't served any appetizers at all. The same thing happened during the family photos, as by the time we finished taking pictures, the appetizers were gone.

To top it all off, multiple people who drove to the venue were charged for parking, even though we had already paid for parking for all of our guests.

We raised our concerns with the staff, but were repeatedly told not to worry about it, or that what we were experiencing wasn't what we had agreed to. It was frustrating and disheartening to feel like our concerns were being dismissed.

Its quite sad, my parents met at this hotel, so the wedding was supposed to be a very special event. Instead we were made to feel like an afterthought.

If you are getting married, I urge you to consider the following questions:

1. When spending over $30,000 on a venue, do you expect the staff to congratulate you on your wedding day? If so, this isnt the place for you
2. When you do wedding photos, do you expect your family in the photos to be served apps? If so, plan your wedding photo spot next to all your guests or your family wont get to cocktail hour before apps run out.
3. Do you expect your $30,000 wedding to come with parking? It doesn't. But you can pay 300 to have parking covered - then they will also charge your guests anyway
4. Do you expect your $600/night room to be free of cockroaches? Take your lofty expectations elsewhere
5. Do you expect a contract to be delivered by the "End of Friday" when your wedding coordinator says "Ill have it to you by the end of Friday?" Well, even if you hear this 4 times, the Grande still doesn't send one - at least that was our experience.

Better still, the coordinator Shannon told us she would touch base on these issues after the honeymoon. When we reached out a month after the honeymoon her response didn't surprise us - "Hello, I'm not sure what you want...

Still have not heard back from hotel about the damage done to my car. Every time I call I have to go through front desk, then I’m transferred to Loss Prevention and they never know what I’m talking about even though there is a report in their system. They have my email and contact information from my reservation and stay but lack anyone or any desire to provide customer service or resolve the issues caused by the leak of mystery substance from the ceiling of their garage.

Stayed there twice first time in 2021 was great just got back September 2025 and it is not the same place. Before arriving I received an e-mail saying there was a power outage at the hotel, it was resolved before I checked in. They didn’t mention in the email that I would have to deal with a jackhammer or some other heavy equipment noises from the floor above. When we called down to the desk they said they only were doing construction between 8am and 5 pm Monday to Saturday. So every day but one. The slider to balcony wouldn’t close completely so it couldn’t lock. The shower and sinks didn’t drain properly so there is 4 inches of water in the shower by the time you’re done. The refrigerator froze all the fruit and seltzer we put in and leftovers became ice blocks. I had my car parked in their garage for 2 days. When I got my car to go out to dinner(the restaurants were not worth it at the hotel, they have seriously declined)I was unable to see through the windshield a leak in their garage covered my windshield, passenger window and side view mirror with a mysterious dry substance that the wipers couldn’t remove. It was like trying to look through wax paper. The staff said I could get a car wash and they would reimburse me. How do you safely drive to a car wash when you can’t see through the windshield? After multiple attempts to have this resolved they sprayed something on my car and windshield and wiped it with a towel this did nothing and then they left. They said I had to file a report. So I filed a report and asked for a copy of it. The security agent had me wait in a sweltering garage while he got the report. When I asked for the copy he said it needed to be signed but he would have it at the front desk the next day before I checked out. I’m still unable to drive the car and have a 4 hour drive the next day. I walk to 7-11 for a scraper they have none so I walk to cvs no razor blades or scrapers. I buy a scour pad and dawn and walk back to the hotel and luckily am able to remove the substance after a half hour using supplies and bottled water I bought. The next day at checkout when I ask the front desk person for the report, she says they don’t have it up there. She calls someone so I can get it at checkout. When I checkout and ask for it, instead of getting the report they relay me to security. A man in a red shirt next to the desk who apparently has too many anger issues to work in law enforcement. He tells me they don’t share internal reports. I inform him that’s not what I was told yesterday and he becomes aggressive, I walk away and drive home. I still need to go to a body shop to see if they can safely remove this substance from the car and still have had no reply from any representative...

Hannah and Keegan at the pool bar were absolutely amazing! Very attentive and helpful through out our stay and very friendly! In fact they were the only ones that made us not completely miserable at our stay. They had the best customer service I have seen in any facility.

As for everyone else.. they had the most horrific customer service I have seen in my life.

I had left my phone on a chair at the adult swimming pool area and swam, ate, and got drinks as everyone does. As I was ready to pack up I had realized my phone was missing!! And a man next to me said money was missing from his wallet!! The man called security and the security was borderline taunting this man. We proceeded to ask front desk staff if they had seen it that very night and no one cared enough to try to help us . The next morning we decided to ask the front desk help again and they directed us to security so we can check the camera footage and find out if the phone was taken. Security then told us there are no cameras facing the pool due to privacy policy. How could they check if someone has drowned or if there has been a crime committed with no cameras!!!!! The security was treating us as if we were ignorant and told us we lost the phone. It was not lost… it was taken. He kept smirking and laughing at us as if losing a $1300 phone with private information on it is funny. He said he would write a report but nothing could be done. So what exactly was the point of writing the report? My partner and I proceeded to go down to the pool area and try to ask employees if they had seen the phone. Once again, our hero’s Hannah and Keegan were they only ones who took the time and genuinely helped us. Hannah walked us through the facility, called employees that were working the night before, and was able to find the phone! Apparently the employees who pick up the towels accidentally picked it up in the bunch of towels we had on the chair. This is an honest mistake that anyone could’ve done. However the fact that we picked up the phone at the very front desk we were arguing with the security guard in front of , is the cherry on top. If he would’ve taken 5 minutes and actually tried to call some employees the problem could’ve been resolved with no frustration. Instead we went on a hunt and did his job. Unbelievable. Their security are arrogant people wearing polos with the word security on it. There is no consideration in this hotel for the fact that hard working people are paying good money to vacation with their family and friends. It felt like we were bothering staff by simply existing. Don’t even get me started on the front desk staff in general. They will be very rude if you ask commonly asked questions. The toilets in the room did not work either. This hotel is a joke for the cost. Old room and rude staff who don’t even care to do the minimum. I have never seen such terrible service in Naples.

Hannah and Keegan you guys are rockstars who saved our experience!!! Keep up the...