Marriott's Grande Ocean

Beautiful way to celebrate our 56 anniversary, the entire staff were amazing , our life together has been wonderful life is good every day we thank the Lord for what have together our family thank you again Marriott for a wonderful week together

My family and I recently spent a week at Marriott Grande Ocean in Hilton Head for vacation.  This was our second trip to the Grande Ocean, third to a Marriot Vacation Club on HHI overall.  Generally, we love the Marriot Vacation Club properties.  They are extremely family-oriented, have tons of activities for kids and adults alike, and the properties themselves are very nice and well-situated on the island.    Our week in June started no different, we were in a room in the Dolphin building, close to the North Pool and North Beach Access.  However, our unit’s AC went out on the second night of our stay (Monday night).  We called first thing in the AM and they sent up maintenance that morning.  The maintenance worker (Deion) was very kind and respectful but was unable to fix the problem.  He informed us that a third-party contractor would need to be called in to fix the issue, and that they would be coming this afternoon.  Not liking where this was headed, my wife called the front desk and asked about moving rooms.  She spoke with Clayton, who told her the plan was to bring in the contractor to see if they could fix the issue and that we would be moved to an equal or better room for the inconvenience if they could not.  Deion also brought up a portable AC unit to try to keep the room at a comfortable temp.  Clayton assured us that they would take care of us for the warm evening we had already spent and the inconvenience the following day.     By late afternoon, the contractor left having fixed nothing.  We called the front desk immediately, explained the situation again and they sent another maintenance worker up to look at it.  We told him what the other workers said, he told us he couldn’t do anything for us and that we should call front desk again to change rooms.  My wife called the front desk again only to be told that all the rooms were filled by that point and there was nothing that could be done.  She stressed that she spoke with Clayton that morning and was told we would be moved and taken care of for the issues.  The individual at the front desk told us that there was nothing they could do for us and that we would be stuck in the room for the night, but that it would get taken care of in the morning.  This entire time, the portable unit was running nonstop, struggling to keep the area right next to the unit below 80 degrees – the rooms were even warmer.   We spent another very hot night in the unit Tuesday night; my son woke up at 1am soaked with sweat, I woke up throughout the night, even having to drain the water basin from the condenser at 3am (I dumped it right before bed too in hopes that it could last the night).  The next morning my wife walks down to the front desk to discuss, tired of the runaround we had been getting on the phone.  Again, she is told that there isn’t a single room in the complex that we could move to (even though we could have booked one on the website the night before – we looked!) and they would send up mainte

We were welcomed to our stay at this lovely resort by Mr. Brandon Moore-Guest Relations Manager. He went beyond and above in assuring that our stay would be a fantastic one. Our room, the view, and the outstanding service made this vacation one to remember. We are making plans to return and to bring family with us. Such ourselves service is rare to find in today's world. But, Mr Moore's actions should be the standard at all of your Vacation Clubs. Thank you, Mr. Moore for making our stay a pleasant one.