We loved the awesome room, the great view of the ocean, and the food-we ate the best crab cakes we had all vacation-ate twice at the hotel restaurant-the restaurant staff were friendly.
Unfotunately we had very unhelpful front desk staff when we complained about cigarette smoke that we could smell. It was like we inconvenienced the staff because we were bothered by the fact that someone nearby was smoking......a lot, and the smell came piping in through the vents in our bathroom-6 times on our last night-we called the front desk and the best they could do was offer to move us or spray the area-it was worse because they had had the complaint before and mentioned it is a problem near bathrooms which must be where the venting is, but they just acted matter-of-fact and not at all like they wanted to stop the practice from happening. I was the bad guy for pointing it out and complaining about it. I wouldn't have known it was a non-smoking hotel until they told me when I called about the smoke-they have no signs except one in the elevator that warns people they will have to pay a fine of a maximum of $25.00 if they light up on the eleveator-its like an invitation to smoke there. It was a real disappointment!
The staff were unfriendly about the free dinner they promise to kids. The sign says food has to be purchased "In restaurant"-does that mean "Dine in?" My wife asked the guy at the hotel bar who was really nice about it and he said it was okay and the free meals were only prohibited for room service-so after swimming (the bar and pool are in the same area) the kids went upstairs with my wife and she sent me down to get the food-i asked the bartender if I could get the free meals-he went and checked, came back and he said "Yes"-I bought the food-had a beer-talked to the guy-he was friendly. Noticed later the bill was a little high-went for food the next night-asked him the same thing to be sure-is it okay to get the two free kids meals-he says yes-forgets to put it on the bill the right away so I mention it and he changes it no problem-i ask "Last night's bill seemed a little high could you have missed the free kids meals?'. He says "Ask them at check out and they'll fix it if there is a problem". I asked at check out and it was a problem and i waited for 10 minutes while the lady worked it out with the restaurant G.M. She was not nice about it and said, "For future reference its only for Dine InI" This was really unfortunate to hear after the bartender told me it was okay-twice. They should get the policy straight.
Also if you're going to be a non-smoking hotel you should enforce it. They fail to post no smoking signs which are required by Maryland law:
C. An indoor area open to the public and every public entrance to an indoor area open to the public where smoking is prohibited in a hotel or motel shall display conspicuously a "NO SMOKING" sign that conforms to the requirements of Regulation .06E of this chapter.
I didn't see any signs and looked closely after we kept having someone nearby smoking. We were not treated well by over half the staff at this hotel-for the ones that were good to us- Thank you!!!
Ask for rooms not near fellow smokers even though its a "smoke free" hotel
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you so much for your review of our property. I am so pleased you liked the great view of the ocean from our hotel. Please accept my sincerest apology for the experience you had with your room accommodations and any inconvenience the situation may have caused you. I am also sorry for the service you encountered at check out which affected your stay negatively. The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. Rest assured, your comments will be reviewed and take actions accordingly. Your feedback is very important to us as this assists us in continually improving the services and facilities we offer to our guests. Thank you for staying with us and we hope you give us another chance to show you how great our hotel is.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.