Another family trip with our other traveling family (total of 4 kids and 4 adults). We visit the Cape at least 7 days each summer and first time staying in Brewster. My husband booked OceanEdge and we arrived around 730PM at checkin. We were told our rooms are still being cleaned. Got to our rooms, one of the rooms was in disarray, clearly not cleaned. Went back to front desk, girl was apologetic and offer to move us to another area in the village. Again, went back to car to drive to new rooms - which were muggy and no patio as in first room and hallway was like a sauna. 2nd time back to front desk that the rooms are not acceptable and we would wait for original rooms to be cleaned. But now it's around 830pm and we are getting tired and hungry - front desk girls are apologetic but we are the one driving back and forth and tired/hungry! Asked to speak to manager - A woman came out to talk to the front desk girl and told her to tell us that the original rooms are being cleaned. She did not even bother to speak with us although we specifically asked to speak to her. We asked to speak with manager again - and after a few minute the woman comes out again. She was abrupt in manner and explained that since we booked through a third party service (booking.com - at market rate of over $355 a night) that she cannot do anything further for us.
I was livid when she tried to dismiss us that we booked though a third party service and she again referred that we booked through a third party service that she can't do anything else besides try to accomodate us with the first rooms which are still being cleaned at 830PM (we booked these rooms at least 3 months earlier!) My blood pressure is rising at this point - and ask her what is the relevancy of how/who we booked - we are registered guests at this "5 star resort" and how dare her speak to us as we were homeless people begging for a bed for the night. At this time, there is a line at the checkin area, and she probably didn't expect me to get so upset by referring to me as a 3rd party booker. She basically slammed the door and mumbled that she cannot help us and will find someone who can. I responded "Yes, Please let us speak to someone who can help us". We cannot believe how RUDE this woman was and later found out she is the room manager.
We waited for another 15 minutes and Sean - another manager came to speak to us. I told him how unprofessional we were treated - he assessed the situation and promised to get back to us to making our stay at OceanEdge right and back on track.
Sean came through by waiving our resort fee, breakfast for 1 morning all 8 of us and the kicker - pass to the private Beach!!!!
Advise to ALL - stay at Mansion (for beach access and location to amenities) and BOOK Directly with HOTEL to avoid being dismissed as 3rd party clients!
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- Also Known As:
- Ocean Edge Resort & Golf Club Hotel Brewster
- Ocean Edge Resort And Golf Club
- Ocean Edge Hotel
- Ocean Edge Resort Cape Cod
- Ocean Edge Cape Cod
- Ocean Edge Brewster Ma
- The Villages At Ocean Edge Resort & Golf Club Brewster, MA - Cape Cod