Made a reservation in late February for a fourth floor room in tower two with an ocean view for a weekend in late June. Upon arrival I was given a second floor "dune view" room key. Despite having a reservation for four months in advance, there were no rooms available and I was originally charged the full amount for a fourth floor room. I took the room and was told that I could move to the fourth floor the next day. Not long after getting into my now second floor room I received a call and was told that for my inconvenience that they would give me a discount. This was basically the difference in room price for the first night.
The next day I was driving around visiting the tourist areas around the area (was on a weekend vacation) and received a call, after they called my parents house for some reason, wanting to know why I hadn't checked out yet and was wanting me to drive back (over an hour drive) and check out of one room and later come back and check into the other. I told them to forget it, that I would stay in the room I was in just to avoid all of the extra trouble. When I got back my key cards didn't work so I had to go get another one set up. Upon leaving and wanting to know if I had over paid for my room (I did despite being told on the first day that I hadn't) I had to wait for the staff to try to figure out what had been refunded and what had been charged and recharged. In the end they owed me over $50 and I can say the best part of this weekend vacation was leaving this place. The entire ordeal pretty much ruined my weekend.
I stayed here 2 years ago and had no complaints aside from the tiny bathroom where the door actually makes contact with the toilet. I saw another commenter complaining of a large cock roach inside their room and I almost had the same issue with one just outside of my room. While in the office checking out, someone called wanting someone to remove a "large spider" from their room.
But all of my troubles could've easily been avoided if they could've competently performed the most basic function of a hotel, taking and keeping a reservation. I'm not the kind of person that would ask for a discount over such things, and I didn't, but it's surprising that one wasn't even offered outside of one that was used as a veil for a typical refund, or anything else for that matter. I didn't even get so much as an apology on my way out. There are plenty of other hotels on the beaches of OBX. If you're looking for even the most basic customer service you may want to find somewhere else.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am very sorry to read your comment, I am glad that you have taken the time to give us the feedback that you have. If you would call the hotel directly I would like to speak to you regarding your stay and your dissatisfaction. I can be reached at 252-441-5518.
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Again thank you for your feedback it will only be able to prevent issues like this from happening again.
M. Kelly Smith
Shutters on The Banks
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.