In spite of the general mediocre reviews of this property, I booked it anyway and decided to take my chances. When I arrived, the front desk agent was friendly but did not recognize my platinum status. The property was attractive, the room clean, and all the basics were okay. Then I noticed that there was no pen or note pad, no guest service directory, and my telephone didn't work. Okay, maintenance fixed the phone only when I tried to use long distance following the dialing directions on the phone, nothing happened. Two trips to the front desk revealed that the directions posted were wrong. Still, I wasn't ready to dismiss this property as awful. They had the updated bedding, the room was clean and comfortable, there was a beach across the street, and the area nice. Night one was fine. Day two was fine, my friend arrived and got checked in and off we went to see a show at the casino/resort down the road. Returned to the hotel to find several fire trucks in the parking lot, a bunch of firemen running around, and a large group of other guests standing and sitting in the parking lot. Sure the property is as good as most of the newer properties but it was okay. It was what happened next that turned my opinion - and it has nothing to do with the property itself but with a complete incompetent general manager. The lone staff person who seemed to know what she was doing came out and told us that there had been a malfunction of some sort with the fire sprinkler system on the third floor and it was flooded. The hotel was not on fire but they would have to let the fire marshal survey what had happened and advise them of how to proceed. Although he had arrived, the general manager was no where to be seen. When the fire marshal determined he could not allow the hotel to be occupied without a functional sprinkler system, he then organized this firemen to help everyone, floor by floor safely enter and retrieve our belongings. The general manager then announced that there were available rooms along the road and they would be processing refunds in the next few days and if anyone paid cash, they could come back the next day to request a refund. Since I live 300 miles away from this hotel, am not a frequent visitor to Biloxi, and have no idea what is available, I approached the front desk and the GM asking for help in locating a room. At 11 pm this guy apparently was to sent several hundred people out to drive randomly up and down the highway to find new lodging. After refusing to leave the desk, after half an hour the one competent staff person finally called a nearby Quality Inn and confirmed they had the rooms I needed. As the general manager of a hospitality venue, he and his staff should have been prepared to deal with an unlikely event. I asked for no compensation other than assurances the prepaid charges to my card would be processed and assistance with securing alternative lodging. Every other system other than the fire sprinkler system was working fine. Computers, internet, all power, air conditioning - all that stuff was working. The front desk had full ability to review their registrations and since there were "rooms everywhere" assist all of us guests with locating appropriate lodging that met out needs. It is not the facility itself that is at fault here. The basics are all in place for an ordinary, clean, and decent place to sleep. The fire marshall did the right thing to comply with the regulations. He isn't at fault. I don't think the property can prevent acts such as this which according to the police investigator appeared to be vandalism. However, as the general manager of a property representing a respected world wide brand in the hospitality industry, this was a total and complete failure. The property is okay - it is the management that fails both the guests and the staff. Stay away.
if you want gulf views you have to be on the upper floors. don't expect any frills or anything...
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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 for taking the time to write us a review regarding your recent stay. Providing excellent customer service is one of the things we pride ourselves on and we are sorry to read that in this case you feel we have fallen short of your expectations. This is definitely not up to our standards and we are constantly working on improving the quality of service provided. 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. We appreciate the candid feedback we receive and welcome any opportunity to improve.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.