During all of these incidents, the manager KEITH not once said I am sorry for your inconvenience! I am not expecting the hotel to be perfect and I do expect issues to arise, just not this many! This place was disgusting all around. Upon entering the motel traveling with an infant the elevator was out of service and non operational causing us to have to carry the stroller and baby up a stairwell! No one offered to help with luggage or even apologized. They just watched. when we received the key for the room the door was stuck to enter our room and we couldn't get in without charging at the door. When we got in the room, the room smelled moldy and one of the beds was obviously broken shaped in a U. Why wouldn't they fix that before renting the room? We called the front desk and told them and Keith came to our room and brought a hammer and did whatever he did to the door and it still wasn't working. He also did something to the bed and said it is better and should for now be fine and that they will replace it tomorrow because their storage is across town. Needless to say we had to call them to change the bed because they never called us and the bed was brought up from storage just downstairs, not across town.Instead of Keith apologizing he said if we don't like the hotel we can leave and stay somewhere else. We had children with us and 2 couples and nowhere else could accommodate us last minute especially since we just drove 4 hours as well as unpacked all of our belongings this wasn't the easiest thing to do. We asked him to switch our room and he said he didn't have anything he can switch us into. We asked him if he can do anything for the inconvenience and he said I will check with my "owner" and see if I can take off $30 from your room. Well, he is the owner....supposedly and he didn't have to check with anyone and you will see what I mean a little later in my review. We decided to deal with this issue for now. So we go out to the boardwalk and return to the motel around midnight and getting ready for bed. We open up our sheets and we are greeted with sand on the sheets and hair from the previous guest in the sheets. We didn't even go to the beach yet! So now we had to call the desk at midnight to come change our sheets and they take 20 minutes to get to our room and the night guy gladly changed our sheets while placing our pillows on the ground during the process(disgusting) so we had to ask him to replace our pillows as well. This is all just the first night. Now the next morning we go to take a shower and we bathed the baby first and the bathtub is now clogged and water will not go down. We call maintenance and they come to the room to snake the tub and they vacuum out the water and say we are all set. Great! the next person takes a shower and boom, the tub is clogged again! We call maintenance again and now he is in our room upset because he had to return snaking the tub again. He now says its all set and we thank him still being patient. The next person in the shower and guess what? yup...clogged again! Now we are losing our patience because we want to move on with our day. We call maintenance and he comes again and said there must be something in the drain. Duh!! of course there is. so anyway we take the next shower and again its clogged but now we all had a chance to shower and were leaving the room to go to the boardwalk. We told the desk if they can take care of this before we get back and they said, wow! You should be compensated for all of this and they will make sure the manager is aware. So we go to the boardwalk and it starts to rain boo hoo, right?? anyway we hustle back to the room and as I am entering guess what, I slip and practically fall. Why, because our ceiling is leaking in the room as we enter. I then called and asked the front desk to have Keith give us a call. He never called us! I stopped at the desk and left him a note outlining some of what we have been going through and to call me and he never did either.The lady at the desk said she texted him and he will definitely be in contact with you. besides the fact that I have a bruised and aching back and I was trying to address my concern, he completely ignored us. As a manager you would think he would contact us and say I am extremely sorry for everything you all have been through and your stay is on us! But nope....
Day of checkout.... We turn in our keys and I ask the lady at the desk can I speak to the manager and Keith comes out. I said hi, I waiting to hear from you and he said about what? I asked him if he got my note and the messages from the desk and he said yes but he didn't want to call me early that morning. Even though he just said that what was he supposed to call me about. He said well you were a problem from when you first checked in and that he told us to leave. I said we paid 200+ a night here and only expected to receive what was entitled to us. He was very argumentative saying that we should have left on Friday and that he knew the note was not up to standard. I also said to him you were going to get back to us about whether or not the initial $30 off was ok with your owner and you didn't. Since that time we had many, many issues including me falling in the room that I would like to fill out an incident report for incase my back continues to bother me. Then a lady at the desk says if I give you one night's charges off your stay will you be satisfied and I said for now but I still want to fill out a incident report. So we fill out the incident report. I also ask the manager Keith if I can have his Boss's phone number And he said he doesn't have a boss. I said are you the owner because you told me you have to speak to the owner? He said no, let me see what I can find and he proceeded to go to the back office and look up information and gives me an address and phone number and a name of the "owner" along with my receipt. My receipt didn't reflect one nights charges off and I questioned why not and he said because you said that you wouldn't be completely satisfied and that you wanted to fill out an incident report. I said yes I did and I have every right to fill out an incident report and that has nothing to do with credit to my stay. He said well if it rains the way it did then sometimes it will leak in some rooms I said that is unacceptable! he then said if we give you back your money for one night will you not pursue for anything else. so, needless to say they credited me one night after hassle. They should give me back both nights for what we went through but thats ok for now if thats how they like to conduct business.
I left and called the phone number that was given to me so I can reach out to the "owner" and who picks up, Keith! I said to him did I just call the hotel and he said yes and I said I asked you for the owners phone number so I can reach out to her and he said everything goes through him and the hotel and he will have her call me. I said why didn't you tell me that when you wrote the information down and how can that be. He said he doesn't have her number and she always calls him which is a load of bull because on Friday he was going to contact her to see if it was ok to credit us $30. Anyway I said ok have her call me as soon as possible.
about ten minutes later, the "owner" calls me and as I am speaking with her she tells me she is now at the hotel and wanted to speak with me about my unfortunate stay.I also asked her if that was her, the lady at the desk and she said no. Something was fishy to me because how was she all of a sudden at the hotel. So, I tell her that I am just downstairs and would love to come talk to her in person rather than on the phone and will be right there. She said ok. I was just down the block not even two minutes away. Now Keith calls me and says sorry, she left unexpectantly and I said what do you mean she called me a minute ago and I am walking up the stairs right now. He said she had to leave and she will call me back. That is crap! I called the police and made a report because I know he had the person at the desk call me and make believe she was the owner or(maybe it was the owner and maybe he is too and maybe they are husband and wife) very shady operation! If he is the owner, what a shame because he made the situation worse instead of just taking care of his guests! I still have not heard back from the so called "owner"
Keith is probably going to say that they are renovating their rooms which they are not based on other peoples similar reviews! He is also going to say that he asked us to leave and find other accommodations which is a horrible way to run the business down into the ground! I would appreciate you refunding the rest of our stay because you and I both know that this was a very shady un-honest operation. Would love the owner to still call me. I have taken pictures of everything that I will post as well as ceiling leaking
Other issues that we had:
-Banging on our door late at night( I know they can't control drunk people so no big deal)
-maintenance left a mess behind him in the room
-housekeeper left room opened during service and she left the area
-sand everywhere in room upon entry, couldnt walk without shoes but expected due to being close to the beach(that was the only good thing about this property)-location!
- Official Description (provided by the hotel):
- Located on the Boardwalk at Sherman Avenue in Seaside Heights, the Aztec Ocean Resort is just steps from the Atlantic Ocean, Seaside’s Casino Pier Amusements, and Breakwater Beach. Amenities include heated pool, air-conditioning, grille (serving breakfast, lunch, and dinner), and coffee shop. Also on the premise is the Seaside Crab House Restaurant offering spectacular views of the ocean (serving lunch and dinner) and the Aztec Bar featuring entertainment in season. ... more less
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- Also Known As:
- Aztec Ocean Hotel Seaside Heights
- Aztec Ocean Seaside Heights
- Aztec Hotel Nj
- Aztec Ocean Resort Seaside Heights