6/10 Okay
Gerald
Travelled with family
29 Aug 2025
Liked: Cleanliness, room comfort
Room with an unrequested view
Our main complaint is regarding the room we reserved. We booked our stay for a North Ocean View Junior Suite, opting for the additional room over a direct ocean view, both for the comfort of our family of 6 and to give our oldest child more maneuvering room, as they use a walker or arm crutches to assist with walking. This suite has two queen beds and a king bed in a separate room.
Upon arrival, we get checked in, go to the 6th floor, and find our room has a King bed, pull-out couch, and a Murphy bed. Also the bathroom was so small, or oldest child could not functionally use it. We went back to the front desk to speak with management. Apparently, we were "upgraded" to this ocean view room with no notice. We asked to be moved to the room we booked, but another family had been placed in the last functional suite available, because they checked in before us. Management did at least move us to a room with a more accessible bathroom on the 9th floor, but it was still the same configuration as the 6th floor room.
My issue with this whole experience is that there was no notice during booking on Hotels.com, on the Grand Cayman Resort website, in follow-up emails, or via text or call that notified our room could simply be changed without our input or knowledge. A manager on duty simply made the decision on what appears to be a simple first-come, first-serve basis, despite the fact the resort specifically states check-in is at 4pm and we were at the front desk at that time.
Gerald
Stayed 3 nights in Aug 2025