Reviews

Review Details

• Review fromGeoffrey P

  Date: 07/24/2024

  1 star
  Very poor customer service, questionable fees and billing practices. Everyone give you a different answer when you have a question, because they just want you leave them alone.

• Review fromMichele H

  Date: 08/29/2023

  1 star
  I booked my reservation for a King bed room with a jacuzzi tub on May 13, 2023. When I checked in on August 16, 2023, it was a King bed room. Upon informing the desk staff that we were in the wrong room, they stated that the hotel had changed owners approximately two years earlier. The staff member stated that at that time, all of the jacuzzi tubs had been removed. After being told I must have booked on an old site, I showed them my confirmation email from Hotel Bethany Beach which clearly states a King jacuzzi room. The staff member I spoke to said she would speak to the supervisor. I received a call a short while later stating they would waive the parking fee to compensate for the room not having a jacuzzi tub.
  
  The parking fee was $25 a day and we paid for three nights. I thought it was nice they were trying to make up for the website error. When I checked out, I was still charged the full amount of the King jacuzzi room, a room that doesn’t exist. I questioned why I wasn’t charged the correct rate for the room I had stayed in and was told that the parking fee being waived made up for that. However, when I had checked the website for the room rates when we arrived, I was overcharged over a hundred dollars a night for the room I stayed in.
  
  I am extremely disappointed that not only was the website incorrect in May, but also that I was charged a rate that was much higher than I should have been.
  
  Also, the following fees are based on a percentage:
  
  Community – Social Impact Fee – 1%
  County Tax – 3%
  Destination Marketing Fee – 1%
  Occupancy – State Lodging Tax – 8%
  Resort Fee – 15%
  
  These fees were also overcharged since they were based on the incorrect room rate.
  
  I asked the hotel to make this right by refunding my credit card the overcharge on the room rate for the three nights, plus the amount I was overcharged on the percentage-based fees. I have to date still not heard anything from the hotel.
  

• Review fromJames N

  Date: 08/03/2023

  1 star
  Let me just start by saying the hotel itself is fine. The staff and customer service, particularly the Hotel Manager "Matt" is a liar. I requested a price match prior to checking in from Tori, she advised she would do it. I checked in the following day and it wasn't done. Matt told me it would be taken care of by the time of my checkout. That never happened. I called the Hotel 3 more times requesting call backs from Matt, he didn't return my calls. At one point, I was billed by both Booking.com and the Hotel. I called again, was made additional promises by manager Lisa, which never happened. I called again on 07/20/23, Matt was in a "meeting". He called me back later that day. His voice was trembling, he was apologetic, and acknowledged his wrongdoing while speaking in a lowered tone as if he was afraid of being heard by someone higher than him. He asked for my address and advised he was going to mail me a $300 check and a voucher for a future stay. It is now 14 days later and I have received no such thing. The blatant lies are unacceptable.