Surfbreak Virginia Beach Oceanfront, an Ascend Collection Hotel

The staff was extremely rude and told us we would have to wait to check in, even after we had already waited for over an hour. No time frame was provided, and the staff member had a major attitude. When I asked to speak with management, I was told that no one was available.

After I explained that I was not willing to continue waiting for two rooms that I had pre-booked, suddenly one room became available. Unfortunately, the room was not as pictured on the website and was dirty. I asked twice for our rooms to be cleaned, but they were never touched.

The location was great, but unfortunately, that was the only positive part of our experience. The pool was also extremely dirty—I wouldn’t put a snake in it.

Overall, this was a very disappointing experience, and I would not stay here again.

Everything except the door access card. Multiple trips to lobby for access problem.

Location

Everything!!!!

La vista fue lo que salvó todo

Loved the location. Can’t beat it!

Ocean view. On the boardwalk. Clean, staff was friendly.

That it was right by the beach

Oceanfront view

Unfortunately, my stay was horrible. It would be a good hotel if they upgraded the rooms and the room was actually cleaned by the housekeeping staff. There was a gunshot that went off from the previous room while my husband, my 2 kids, and I were out to dinner. I noticed a lot of debris on the floor upon returning to the room after dinner, but the next morning I saw a bullet casing and reported it to staff. Police were called, and a police report was filed. Unfortunately, they gave us one night credited because they could not give us a comparable room. I requested that the room to be vacuumed and cleaned of all the wood and debris. No one ever came and cleaned the room during our whole stay. They made the bed once. Also, when asked to unclog the sink, they left the hair and debris on the countertop. So disgusting. Would not recommend this hotel to anyone. I am seeking full compensation for my stay. I did not even sleep comfortably in that room. Today I emailed corporate.

Location is great. The view is perfect. Dolphins every morning playing in the surf. The advertised photos to me, are a bit deceiving. The lobby is small and uninviting, the pool is WAY smaller than depicted, and the room was smaller than anticipated. And parking… 2 blocks away… But, after the initial disappointment in my expectation vs. reality, we enjoyed our stay after all. Even though the room was small, it was clean, cool and comfortable, and how much time did we really spend “in the room” anyway. Even though the pool was small, the beach is right there! And the lobby, not hanging out there either so… the hotel staff seemed friendly and mostly helpful except one young lady, Ava, was a bit on the rude side. ( I am calling her out by name in hopes her manager sees this and gives her an attitude adjustment talk!). The Calypso Restaurant and Bar attached to the hotel was great! Breakfast was good all 3 days, the nighttime bartenders were great! We ate one dinner there and a couple apps throughout our stay and all was good! Again, we enjoyed our stay.

Location

Definitely should’ve gone with my gut when I stepped out of the car to check in! While checking in, I overheard another couple checking out because they felt the hotel had been misadvertised. That should’ve been my second sign. The lobby is extremely outdated, and unfortunately, so are the hallways. Surprisingly, the room itself was decent, but the housekeeping and guest service left a lot to be desired. I had to call housekeeping three times within 30 minutes just to get towels and washcloths. On the third call, the front desk employee was rude, which was frustrating considering I was the guest still waiting for basic items. Eventually, another front desk employee brought them to us, not housekeeping. My best friend and her family, who were also staying at the hotel, had an even worse experience with housekeeping. Their room was never cleaned during their stay, even after a serious situation occurred in their room that made housekeeping service especially necessary. Despite requesting that the room be cleaned, no one ever came.
Speaking with the front desk staff was pretty much useless because they simply told us there was nothing they could do. When asked to speak with a manager, we were told the manager was new and that they didn’t have contact information for them!! What??!!! Again, dont stay here! Entire hotel needs a makeover including the staff.