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Business Profile

Hotels

Americana Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/31/2024

    Type:Facilities Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a stay at the Americana Hotel for 7/16/24-7/19/24 (3 nights). We checked in and went to our room. Within the 1st hour we found so many issues that we looked for another hotel but could not get in until thr next day. We went to the front desk to tell them but they refused to refund us for the 2 nights we weren't staying for. Overwhelming smell throughout hotel. When I was in hall or elevator or lobby I had an allergic reaction and my throat began swelling. There were large dark stains on the carpet and red blood color stains on balgony curtain, tub and bathroom counter. Air conditioner was super loud when it ran and would not go any lower than 69degrees. Refrigerator dud not cool enough to keep insulin and other meds cold. Bathroom doorway was not wide enough to get wheelchairbor walker into bathroom and be able to use toilet. Very high lip where sliding door was for balcony. I tripped every time I went on balconyvery dangerous. Unable to get wheelchair on balcony because of lip. Balcony super dirty also. Parking lot did not have sufficient parking for number if rooms and spaces were not wide enough orbfar enough apart. Only 2 handicapped spaces. Steps, not ramp, from parking into hotel. Unable to understand staff. They refused to refund money gor unused nights. Different not give us a receipt. Not good customer service. Is it legal for them to charge us for a rom we duid not occupy and rent it to someone else, effectively get paid twice/double dipping? I just want a refund for the 2 nights we did not stay there.

    Business Response

    Date: 08/01/2024

    Dear BBB,

    We acknowledge receipt of the complaint filed by ******* ***** regarding their stay at the Americana Hotel from July 16th to July 17th, 2024. We take all guest complaints seriously and strive to provide exceptional service to all our guests.

    We understand that the guest experienced several issues during their stay, including room conditions, accessibility concerns, and customer service challenges. We apologize for any inconvenience or discomfort this may have caused.

    Regarding the guest's early departure and request for a refund, we want to clarify the following:

    1. Room Accessibility: The guest was aware, at the time of booking, that the room they selected was not handicap accessible. This information is clearly outlined in our booking process. Also, there is a ramp and an automatic door available 24 hours a day to all guests in the hotel to access the lobby.

    2. Guest Communication: The issues raised in the complaint do not align with the concerns expressed by the guest during their interaction with our staff.

    3. Refund Policy: In accordance with our standard policies, refunds for early departures are generally not provided. However, recognizing the guest's dissatisfaction, we offered a future credit as a gesture of goodwill, which the guest accepted.

    We are committed to addressing the guest's concerns about the overall condition of the hotel, including the cleanliness, maintenance, and accessibility of the property. We are taking steps to rectify these issues and prevent similar occurrences in the future.

    We believe that the offered future credit is a fair resolution to this matter, given the circumstances and the guest’s agreement.

    We appreciate the opportunity to address this complaint and remain open to further communication with the BBB or the guest to resolve this matter amicably.

    Please see the attached PDF, showing the future credit the hotel has offered to the guest.


    Sincerely,

    Americana Management

    Customer Answer

    Date: 08/03/2024


    Complaint: ********

    I am rejecting this response because:

    We do not wish to stay at the hotel ever again.  The hotel was not clean and items did not work as we paid for. The bottom line is that we did not receive the accomodations in the condition we paid for.

    It was extremely difficult to communicate with the staff at the hotel because we were not able to understand most of what they said. We were given nothing in writing concerning the future credit, but this hotel is of no use to us in the future. I have no desire to return to a hotel with such poor customer service (in addition to all of the issues above). 

    Sincerely,

    ******* *****

  • Initial Complaint

    Date:10/15/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a condo from 9/30/22-10/3-22 through Booking.com. I cancelled and received a no cancellation fee email. I still have not received my deposit from Booking.com/Americana Condo. Americana Condo took $522.44 out of our checking account t on 8/21/22. I have not received the refund. Both companies are giving the run around! Americana Condo took the money out of account and should refund the money.

    Business Response

    Date: 01/02/2023

    Business Response /* (1000, 21, 2022/12/14) */ Hi, I write this response in regard of the notice we have received, case number #XXXXXXXX. Reservation booked under Kari ******** on May 24, 2022 and cancelled on September 29,2022 has been requested to be cancelled for free, even though the guest agreed upon booking on cancellation that states the following " Cancellation: The guest will be charged 50% of the total price if they cancel after reservation." Regardless of cancellation policy, a refund of the amount charged for the reservation has been issued to Booking.com - 3rd party website used for reserving the room. Thank you, Americana Hotel

  • Initial Complaint

    Date:09/06/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello I stayed at the Americana hotel in ocean city and it was terrible the walls had mold everywhere the bed sheets were dirty we informed staff they said it was nothing they could do about it my two youngest kids are sick as a result of all the mold we were charged almost 300 more then the price really is and when we asked for a price adjustment they got hostile and was very rude this is not a good business to spend any money with ! We spent almost 900 for two nights and then the rooms are only 89 to 100 the very next night overall it was a terribly experience

    Business Response

    Date: 10/31/2022

    Business Response /* (1000, 13, 2022/10/05) */ Hello! First of all, on the price of the unit. The guest booked their stay for the Labor Day weekend, therefore the prices are higher than other dates as we price our rooms based on demand. Guest did request the price to be adjusted to a lower rate, and after explaining how we price the rooms they refused to take that as a valid answer, so we gave them a different example- if the price of the room was to increase(more than what they agreed to pay when making the reservation) , should we increase the price ?? They said no, so we left it at that. The rooms priced at 99$ were standard no view rooms, the Oceanfront rooms were 239$ in the following days. On the second issue brought up here, we have received no complaints about the condition of the room during the guest stay. We would have been more than happy to find them a better room, issue a refund or find different accommodations in Ocean City for them. We will not issue a refund.

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