I personally will never stay @ this hotel again! I booked through AAA by speaking with a representative after thoroughly searching for the type of rooms I needed (I was unable to book online as AAA was having an issue with their online reservation tool). I was travelling with my mom and 2 sisters and 6 children, so I booked 3 rooms. I needed 2 of the rooms to have sleeper sofas and the description of the room I booked clearly said that was available. I was also asked how many children would be in each room, 17 and younger; I have two 13 year olds and a 16 year old, so I selected 3. When we arrived at the hotel, 1st of all, I was told they needed to have all adults staying in each room provide their ID; all rooms were booked and PAID FOR by myself, so that was the 1st irritation, as we were waiting on one member of our party. Next, the guy told me there would be an additional $35 charge for my 16 year old son; after I told them what the AAA site said and they saw it for themselves, they "waived" the fee. As if I am NOT already irritated enough, I get to the rooms, and they only have 2 queen beds; that's IT! Hotel staff was NOT helpful; I was told by the manager the next morning that he tried to contact us the night before to offer an upgrade (which the manager had "looked" for rooms that would fit our comfort, but did not offer any type of discount) but he did not get an answer in either room. I was so disgusted with the night I spent there because I was uncomfortable and irritable because it was bikers weekend; this was Mother's Day weekend. Needless to say, I will NOT be staying here again and would not recommend to anyone else; and to get to the second floor; the steps were winding and so narrow, I just KNEW I would fall! This is an older hotel; the bathroom door would not fully close and the beds were hard.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
On behalf of myself and my entire staff, I would like to apologize for not exceeding your expectations in every area of your stay. Each one of our guests matters to us, and I am sad to see that you would describe your experience so negatively. First, let me say that I am deeply sorry that you had such a difficult booking experience with AAA and, as a result, a problematic check-in. Please know that my employees were simply proceeding with the information we had received from this third party. As the Guest Service Representative told you at check-in, our policy is that your 16 year old is considered an adult and the price of the room is generally altered accordingly. AAA should have given you this information at booking, and it is highly unusual (and incorrect) that they would state that 17 year old is free. Once my employees saw the confirmation you mentioned, they immediately honored what you were told by AAA. In addition, you should know that it is a Myrtle Beach city law that we receive IDs from every adult staying in the room, although I apologize for the inconvenience.
Report response as inappropriate
Regarding the room type you received, you were simply placed in what AAA booked for you. I am deeply sorry that you were expecting something different. Once you called and spoke with the supervisor, she contacted me immediately and I gave authorization to give your party free upgrades. We attempted to call you in both rooms and on your cell phone within 20 minutes, and I regret to say that we were unable to get in touch with your party and instead left messages, as you mentioned in your review.
My staff and I do everything in our power to ensure that guests have a pleasant stay, and so I apologize for any way in which you were uncomfortable in your room. The stairs that you mentioned are from the original structure and were left in place as an additional fire exit: there is also an elevator and two sets of straightforward staircases that led to your room. I have asked my Head of Operations to take care of any sticking that may be occurring with the doors. I wish you would have mentioned this concern while you were in-house, so that we could have addressed the problem immediately. Also, I apologize that you felt the mattresses were hard; they are Kingsdown PillowSoft mattresses, which guests generally find soft and comfortable. Unfortunately, the firmness of mattresses is simply a matter of preference, but I am sorry that it added to your discomfort in Myrtle Beach.
Again, please accept my apologies for any way in which we could have better served you while you were staying with us in Myrtle Beach. Thank you for your feedback. I hope that you will consider visiting us again, so that we can have the opportunity to provide you with superior service.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.