Emerald Grande Condominiums at HarborWalk Village

First let me state we have no issues paying higher for higher end resorts and services. This was for a 65th wedding anniversary family trip. We were in unit W for west 725 which is a 3-bedroom 3 bath corner condo. Other family members were down the hall in 721 and one on another floor. Let's start with your not told that the resort has until 6 pm to check you in however if you leave after 10 am their check out it is $100 an hour. Other resorts give you a 2 hour grace when available then yes they charge but it can be $35-$50 extra. We had to call twice to have chairs at the dining table fixed as our mom almost landed on the floor. One leg was crooked. When repair came up he came up with a screw driver. On the 2nd call after taking photos of chairs with missing bolts they actually took the chair. Sorry for the inconvenience .As another guest stated there was no hot water and no water pressure in any of the 3 bathrooms. There is a sign that says pardon our dust, however nothing to prepare you for broken elevators which again not too bad unless like our family you have someone needing a motorized scooter. The 2 pools are a fairytale. The inside pool is 3 feet deep and is as big as a large square kitchen at home. It is not until your phones are not working and you go downstairs then you receive a text telling you that you will be without phone service that evening. Sorry for the inconvenience.Theres allot of I can not speak to that and is like they are reading scripts when they are unable to answer your questions. One rep says your in luck this is the last weekend of our fireworks, Later that night when calling to see what time it starts your told sorry for the inconvenience they were cancelled. I recorded and showed the front desk clerk the clanging then high pitch whistles the toilet bowl made for a continuous 9 minutes each time it was flushed. At bedtime we just finally said if it's all liquid try not to flush until morning. We did not mind the Karoke or music as we were right above the boardwalk and that just goes with the territory, it eased up around 0230 am. I would not have even written about it except I called today after looking at our check out Folio and did not understand a few charges. There was $130.57 Travel ins billed Dec 1 2024 when we booked, I explained when they took the $1069.00 deposit they stated if we cancelled our deposit was nonrefundable. Today I find out the insurance was an option and I must have asked for it, Why would I ask for it if I was told this was a non refundable deposit ?? I said Can you tell me why each day I was charged a Bed Tax and each day it is a different amount.So now Im frustrated and I said aren't the beds included in the rooms? Novia said well yes they are. The rep Novia after coming back to me. When I reached her she said that is a front desk issue, I replied I spoke to them, Front desk transferred me to you as they could not " speak to the breakdown of charges. After a slight huff she pl

People have been real helpful and responsive. The concierge Brianna provided excellent customer service and was very delightful to work with. She provided a lot of options for us to make our experience that much better. The restaurant staff was wonderful this morning.

For the price we paid this was a complete disappointment. First off walking to our room going down the hallway it smelled really bad kinda like moldy. Then you get to the room and the refrigerator was broken and not able to be fixed during the stay. You pay a premium price you expect quality service and working amenities. Would not recommend this place to anyone I know.