ComplaintsforPrincess Royale Hotel and Conference Center

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are unable to stay due to the hurricane. They were unhelpful and stated they will not refund our 1 night stay for 10/1. I am requesting this be done as a special circumstance because of the hurricane. Thank you

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/10/01) */ State of Maryland and Town of Ocean City are not in any state of emergency. We don't have any hurricane warnings or even a flooding warning. Our cancellation policy is 7 days prior to arrival and clearly was stated in your confirmation from Expedia. Unfortunately, we cannot issue you a refund as you are within the cancellation policy. Consumer Response /* (3000, 7, 2022/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was flooding in the inlet area and surrounding streets. I also tried to reschedule which they said was possible, but I was not able to get any answer on how to do that. I would be ok with a reschedule date or voucher for another time. Business Response /* (4000, 9, 2022/10/12) */ Once again you were within cancellation and changing policy. We suggest you reach out to Expedia as this is how you made your booking and see if they will issue you any future vouchers. Unfortunately, we cannot help much when reservation is made not directly with the hotel.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We reserved a suite for my family and were checked into a room ( *** ) with inadequate and unsanitary details. The bed for the master was only a double (not adequate for 2 adults), the room was dirty, smelled of moisture, the toilet did not flush, the outside light on the balcony did not work, the pull out bed was unable to be used due to being worn out, there was lice / bedbug spray in the closet along with other items indicating unsanitary conditions were present. These items were brought up to management the following morning ( no one was available the first night ) they were happy to help change rooms ( which come to find out some are owned by condo owners and not the hotel ) We were told that there would be a room available later that second day. We were contacted at 2:45pm that afternoon, when not present at the hotel and informed that the room was ready. Upon return at 5:05pm I was informed that the room was given away due to not being back in time. The clerk who made the call at 2:45 did NOT indicate this was a time sensitive issue. We were forced to stay in the same unsanitary room for a second night. I went to the front desk the following morning to adk what to do about the room transfer and was instructed not to leave until the room was ready. The room was not ready until 1:00 that day. My family and I had to stay there for a half a day. The hotel did comp the first night, however not the second. Management was rude, told me that this entire issue was my fault and we would not be happy regardless. I am seeking compensation for the second night as well as a third for all of the emotional carnage associated with the argumentative, rude, disorganized and dirty establishment. Vacations are precious time, limited and rare with most people and half of mine was ruined through no fault of my own, and solely by the hotels lack of organization and customer service. NOTE - This space does not allow for the full disclosure of the issue due to character limit.

  Business response

  09/09/2022

  Business Response /* (1000, 8, 2022/08/18) */ ***Document Attached*** Consumer Response /* (3000, 10, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the hotel was simply a record of credit for the first night. I am seeking credit for the second night. As mentioned in my first complaint to the bureau. I was humiliated in public at the desk in front of others, told that my room was given away because I wasn't there in time. See the initial complaint previously attached. I want credit for the second night as this entire process was humiliating, uncomfortable, unsanitary, frustrating. There is zero reason that the hotel should not credit for night 2. Everyone in management made me feel as it was my fault when this entire situation was created and then made worse for me and my wife and children for two straight days. We want credit for the additional night stay in the unsanitary, and uncomfortable and unacceptable room that we were put in on the first night. Business Response /* (4000, 12, 2022/08/22) */ Mr. *******, Hotel staff and management team went above and beyond to accommodate you. You were moved to the different room as soon as you were ready to move and we compensated you for the whole night of your stay. No one humiliated you or made you feel guilty. If you were so unhappy and couldn't stay in the room that was so "unsanitary" why didn't you leave? You were the one extremely rude with the management and with our staff making them feel guilty. You were literally demanding money back and still choose to stay with us. Compensation of one night is more then enough based on all effort we put in to accommodate you and so little of appreciation we received. Consumer Response /* (4200, 14, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was absolutely humiliated in the main lobby in front of at least six people and my wife. I was told that it was my fault for not being back by 5:00 when i was not instructed to do so that we would have to stay in that same room. My demeanor was as calm a I could be given the circumstances. Is the hotel suggesting that I search for another location at 5:00Pm for a family of six on the spot? Basically inconveniencing my entire family for the second time. It was hard enough booking as far in advance as we did. The GM on the phone was rude by saying statements like, "you will never be happy regardless" Also, I was not rude on the phone, or otherwise and yes I am requesting credit for the second night because it was NOT my fault that the hotel gave away the room, it was NOT ok to be treated the way we were, and we lost half of a day because we were told to stay at the hotel until the other room was ready. We did choose to stay at the hotel you are correct, only after being moved. Moved to a room that was claimed to be an "equivalent" to the first one by the GM. When it was not an equivalent. The second room did not have dirty pans in the cupboards, peeling paint on the wall, a double bed in the master bedroom, insect spray in the entry closet, a light on the balcony that didn't work, a pull out couch with an old, paper thin "mattress" I showed appreciation by paying north of 2500.00 and I want my money back for that second nights stay. Business Response /* (4000, 16, 2022/08/24) */ BBB Complaint Case# ******** (Ref#85-11002196-********-15-3100) External Inbox Iryna *********** Aug 23, 2022, 10:27 AM (21 hours ago) to me Good morning *******, We will not be replying further to this case. The guest was moved and very highly compensated. Guest literally demanding more money using your BBB. His comments are untruthful and have no back up other than more and more issues he is coming up with as we exchange messages. Like I mentioned before we can show that there were guests staying in the unit after him with no complaints. Thank you. Sincerely, Iryna

• Initial Complaint

  01/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Checked in 1/6/22. Was told I would be charged on the card provided at desk and would not be charged with card booked with. Was not told everything was shut down , no food , no room service ( when I called since this was our anniversary I specifically asked that question) nothing was open but spa . Did book spa and enjoyed that but room was dusty , heart shaped tub clearly not scrubbed before we got there . I tried to visit desk and ask about room service before and after spa no one was ever at desk . Only person working was the one in Starbucks . Two rooms before us wide open like a murder scene. No one has been in the rooms during our stay but doors wide open and creepy. No one told us our elevator right by our room did nothing but take you to floors you can't even go on and are unsafe not blocked off . I come down today the day I'm leaving and the man at the desk could care less about a word outta my mouth . I could see the computer screen reflection on his glasses and he wasn't even looking at my reservation . Finally all I wanted was the correct card charged and he could not have been colder . All I got was well the girl you checked in with was heavy set right ? It was her 3rd day she doesn't know how our system works . Then He tried to talk me out of a refund rebill for correct card . Very cold very rude and I just wanted to enjoy my anniversary

• Initial Complaint

  12/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We booked a 1 night stay at the Princess Royale in Ocean City, MD. After checking in we went to the pool with our two children whom are 3 and 6. This hotel provided an extremely unsafe environment for my family (please see attached photos). At one point we counted over 100 children in the pool. Children were running, fighting, participating unnecessary roughhouse, doing cheerleading stunts in the pool and on the concrete. While my son was swimming several older children fell on top of him. The sauna was over flowing with unattended children who were piling on top of each other. The noise level was so loud we could barely hear each other when we were right next to each other. At one point there were over 30 children in the hot tub. I asked a hotel staff member for help as I was incredibly considered that one of my children or someone's else could be injured or drown very easily in this environment I was told "sorry. There's not much we can do". The area was so overcrowded with people were were unable to follow any social distancing protocols. We exited the hotel after assessing the situation and deemed it too unsafe. We left the hotel with very disappointed children. We returned later in hopes that the crowds would have returned to normalcy. We returned to loud music, intoxicated adults, again unoccupied children knocking on doors and banging on walls. Overall this hotel did not provide a safe or enjoyable environment. We were not able to access any of the amenities that we paid for. After checking out I reached out to the hotel and spoke to a manager named Whitney. We spoke out our unsatisfactory stay and requested a refused to which she refused.

*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. ↩