Hotel rooms have been recently upgraded but the staff lacks detail to maintain an average standard. Unfortunately, the hotel has great potential with many things to offer, but they have no interest in the details or cleanliness of the rooms and facility. While the hotel is old they recently spent a considerable amount of money upgrading the rooms but when we checked in discovered they were FILTHY! When we checked in we noticed it was not very clean but decided not to say anything, but after the first day of maid service it was worse instead of better. The beds were barely made, they did not sweep, clean the bathroom, leave any new soap, coffee, dish towels, etc... The fans have a 1/4" of dust, the top of the refrigerator has also not been cleaned in some time, the toilet was not clean & none of the surfaces had been dusted. We complained to the office showing them pictures and while they acted surprised & determined to change it the next day everything remained the same. It is sad because the owners have spent a considerable amount upgrading but they need to fire the staff running the facility. The grounds could also use some general cleaning & maintenance.
There are positives in that they have a large pool with lifeguards & a diving board which is unusual. They also have a bar with daily live music, volleyball courts, & daily kids activities. Could be an awesome place but they need to do some serious cleaning to maintain their investment. Unfortunately, I do not recommend this hotel because I do not anticipate a change.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 8, 2013
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Thank you for your review. We appreciate the kind words about our pool, the live music at Coconuts and our daily kids’ activities. We are sorry that the cleanliness of the room was not up to your standard. We do disagree that we have no interest in details or cleanliness. We spend a great deal of time maintaining our rooms and our grounds. Each morning starting at 7 AM the grounds are cleaned. A large hotel like ours with a very popular restaurant and bar area as well as a large pool takes a large commitment of time and money to keep clean. We do feel that we meet this commitment, and then some.. We get many compliments about the grounds here and have, in fact, recognized by the city of Ocean City as a “beautiful place”. It is unfortunate that your room was not up to par and we apologize for this. We feel our housekeeping department is among the best in Ocean City and we are proud of them. If a guest has a bad experience, we try very hard to remedy the situation. This is why I directed the staff to strip the room and totally re-clean it for you. Finally, The Castle is an family run business. Our owner is here on the property and takes an active role in the running of the hotel. You will find no “off the premises” investor here as your note seems to indicate. Again, we apologize for the unfortunate issues in your room during your stay and wish you a happy rest of summer.
Bob Borello, General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.