I would like to say that not all the disasters of our day were the fault of The Queen Mary Hotel. However, they completely failed to provide the kind of service that is expected of the hospitality industry. I have worked in hotels for many years and I have never even heard of such disregard for hotel guests.
My Grandmother came in from Arizona for the 4th of July with a tour group that stayed on the Queen Mary. Since the ship was also selling tickets for the fireworks show, she payed $40 a piece so we could join her. We got there in the early afternoon and all the deck, shops, and restaurants/bars were already crowded with tons of people. This isn't terribly unexpected for a holiday, but we were very disappointed there were not better accomodations for hotel guests. For anyone paying so much money to actually stay on the ship, they should have had a separate area they could go to enjoy the day without so much hassle. After walking around for almost an hour just looking for a place to sit my grandma broke down in to tears and started apologizing to us for inviting us all to The Queen Mary for what had turned out to be a miserable occasion. My Mother and I went to the front desk for some assistance- recommendations, directions...anything- and we were told that there was seating available on all the decks, we just needed to find them.
We heard about a free shuttle to and from Pike's Pier where there is a lot more room and since all my Grandma wanted to do was "get off the d*** ship" we all agreed to go. Thankfully, we got dinner to-go from one of the restaurants and found a place for our family to sit on the sidewalk just in time to see the fireworks. After the show we went to the same bus stop and after waiting for over an hour for a bus that was suppose to come every 20 minutes, I called the transit number and a recording told me there were no more buses for the evening. After such a long day and with small children, this is really the last thing we wanted to deal with at 10:30pm. Then I made the mistake of calling the hotel. I explained that my grandma was a guest and needed to get back to the hotel. The (very nice) operator suggested taking a taxi and transferred me to the belldesk to arrange one. The man that at the belldesk (he never said his name) said I had to just flag one down where we were. When I told him we hadn't seen any, he said he couldn't help me, rambled off the phone number for a cab company and then hung up.
In the end, my dad and uncle had to walk back to the hotel. The walk only took about 20 minutes (which was 20 minutes more than my Grandma could do) but then spent over an hour trying to get out of the parking lot. Apparently that is where all the buses were stuck too.
Overall we were very, very disappointed. DO NOT stay at this hotel during the busy season or for any type of holiday event. They are just not equipped to handle such occasions.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Michelle A -
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Thank you for your feedback, we do greatly appreciate it. Our Fourth of July event is a popular one and as such was sold out - hence the crowd. We do apologize that you did not enjoy your experience aboard the ship. We strive to please each and everyone of our guests and are extremely disappointed when someone is not 100% satisfied with their experience aboard the ship.
And though you mentioned it at the beginning of your review - it does bare repeating - since The Queen Mary is not responsible for the public transportation in the Long Beach area that sounded like it was a big part of the issue you had that evening.
We do hope to see you aboard the ship again soon!
-The Queen Mary Commodore
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.