Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/22/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I rented a condo at the Carousel Unit *** in Ocean City MD from August 31 to September 2, 2023. The owner of the condo is Jim ****** and that is who I dealth with. I brought my own cleaning supplies with me and we cleaned the condo when we got there and again cleaned it completely as was required before we left and expected our $350 security deposit to be returned to us per the contract, However, Mr. ****** refused to return our deposit because he said his “cleaning staff” (never gave us their names) told him the condo was smokey. Mr. ****** sent an undated, unsigned, unprofessional note to me. It is attached. NO ONE in our group smokes. In addition, our children ages 5 and 10. It is illegal so smoke around children. He also said they found an ashtray. I had no idea what he was talking about. I have a picture of the alleged ashtray he sent as proof which has no Metadata, so it has no date. It is a random undated picture of some old stained dirty glass ashtray. I have the picture because I asked for the picture of the supposed ashtray. Unbelievable what he sent us. I also have a picture of us in the condo on the morning of 9/2/2023, (included) which was the day of our departure. The picture clealry shows no smoke in that condo and it was clean. Mr. ****** has some electrical/safety issues in that condo, but that’s his problem.
  Mr. ****** said our deposit would be donated to charity. You would think he would have used it to deep clean the condo for the next guests to get rid of the alleged smoke issue. That is the purpose of a security deposit.
  I would not have bothered to clean the condo at all if it was smoky . Why would I? Makes no sense at all. Just walk out. I have another note from Mr. ****** that says usually it is families that lie about smoking!
  
  ***Please note: Mr. ****** did not return our secuirty deposit within 45 days and therefore, by law, owes me thrice the original $$350.00 deposit or $1050.

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid the Carousel Hotel in Ocean City, MD $98.91 for a nights stay on Friday, November 24, 2023. At 3am, we were awakened with fire alarms and evacuation instructions, as the high rise hotel was on fire. We scrambled to exit as quickly as possible, which isn't easy with 4 grandchildren. You weren't able to use the elevator and had to walk down many flights of stairs then stand outside in the cold. The next day they let us in to go back to our rooms and pick up our belongings.
  I called to ask for a refund as I did not receive what I had paid for (a safe, warm place to sleep and use the bathroom). The manager, Candace informed me that I would not receive a refund because "you didn't have to leave the premises". She offered to give me a 15% discount on a future stay. When I told her this was unacceptable; I shouldn't have to pay for a room I couldn't use for the night, she abruptly said "I don't have to listen to you" and hung up on me.
  
  I believe I am owed a refund by this company as I paid for something they failed to provide; a clean, warm, safe place to sleep, use the bathroom and shower for the night.

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is about the Carousel Hotel in *******************, from myself ********* ****** and my husband **** ******.Upon returning home from dinner tonight at approx 9:30pm (8/15) my wife and I were shocked when we noticed multiple cockroaches in our room (#***). We notified the front desk. Two gentlemen entered our room and confirmed there were in fact roaches. The front desk tried to help by giving us a different room (#***). At the front desks suggestion I checked the room before moving in and again noticed roaches behind the pull out fridge. While I was investigating room #***, my wife was ushered to a different room on the 4th floor (#***). After about 30 minutes had gone by, we were then told by maintenance or security that we had to move because the room #*** was reserved for someone else. As you can imagine by this point the emotional damage to my wife and 2 small children was too much and we were left no other choice but to leave, because we were unable to be provided a clean room in a timely manner. We checked out at approximately 10:45pm. I requested a copy of the invoice for my records.With that said, I am requesting a full refund. I do not want to be charged a single ***** for the time I stayed in the room, or for the time I had to leave early because of the roaches. I would appreciate it if you could process a full refund as soon as possible.I am not able to upload video that I took of cockroaches in the sink, so I took screenshots from the video to include in the complaint. I have also included other photos, showing mold in the room. Please let us know if we can send the videos also.

  Customer Answer

  Date: 08/16/2023

  Hello Here is a copy of the receipt you have requested. The hotel did refund our stay. However, we are hoping that filing this complaint will prevent other families from having the same experience as us. Thank you. 

• Initial Complaint

  Date:02/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 15th, my wife, ********* *********, booked a stay at Cayman Suites Hotel in Ocean City, Md. through *************. It was for a fully refundable ******* - or so she thought based on their advertising.
  
  The ******* is from July 16th - July 20th, 4 nights. We have paid $875.12 for this *******. Someone named "Marwa *." sent my wife an email on February 21st saying that nothing could be done to help us. I had been in contact with someone from *******.com (because ********* said that they can't help us and we should go through *******) on the phone, who was unable or unwilling to offer help. I have also had an emesssage chat with someone named "Rena" who also was either unable or unwilling to offer help.
  
  In several places, the offering makes mention of full refunds ("Fully refundable rates" are listed as the number one reason to book with them). It seems that they also offer something called a "Flexible Cancellation" which means that if the cancellation isn't made within a few days, we would only get 5% of our money back. What the heck?! That is what my wife erroneously purchased. How was she, or anyone, supposed to know this? Unless she clicked on a somewhat hidden link to find the small print...
  
  Now we are being told that it isn't refundable at all. We are not happy about this. We want the ******* to be either made fully refundable (if cancellation is made by July 12th, per the offering) or an immediate refund and cancellation of the *******.

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirmation #: 1118287C1344416 Price Spent: $506.16 We booked this hotel for Thanksgiving weekend. We had a Positive Covid-19 Test 2 days prior to arrival. Hotel refused to allow us to cancel because they need 3 day notice (nobody knew they were Covid-Positive) but gave us the rest of the year (1 month and 1 week) to reschedule. Rescheduled to Christmas weekend, we have another Positive Covid-19 test after recent influenza A infection. Guidelines, per CDC, recommend quarantine for those exposed and isolation for those who are positive. Business refuses to refund money as ***** is no longer an acceptable reason to cancel because "it's been going on for 2 years' and "we can't give everybody who has Covid back their money". Despite telling them we are COVID positive they state we would be able to come and they wouldn't know of any illnesses, despite full disclosure of the test results and the risk associated. The Director of ********** COVID-19 taskforce and vice president of population health at the ************************************* has acknowledged there has been a recent spike in cases. And by allowing us in the hotel and not allowing refunds for positive COVID-19 guests, they are putting their guests at risk of Covid-19 exposure which is still very much a deadly virus. They are asking people to choose between losing their money or preventing the spread of COVID-19 which is extremely unfair and irresponsible. Proof of COVID and Flu results can be provided upon request.

• Initial Complaint

  Date:09/04/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a room at thr Cayman Suites from August 14 th - 20th. I called before we arrived to ask if they had a bed for my 8 month old daughter. They told me that they offered cribs or pack n plays. I requested a crib. When I arrived the lady at the front desk rudely told me that they did not have cribs. I requested a refund because there was no place for my daughter to sleep. The manager stepped in and told me she would get a crib from another property. When they brought the crib it was completely unsafe for a baby to sleep in. Babies need to sleep on a firm flat surface. The mattress was so old it was curled up. When we got in the room I put my daughter down to crawl on the floor assuming it was clean. Within 5 minutes her hands and knees were completely black. Attached is a pic of a rag I used to clean 1 square foot of the floor with my own cleaning products. The carpet was also disgusting filthy. When I told the front desk they told me they couldn't do anything because they don't clean with people in the rooms. But it was filthy when we got there. We ended up leaving on Thursday August 18th because we couldn't stand the filth anymore. My daughter was constantly filthy from around on the carpet and floor. I told them this when I checked out. They did not offer an apology or to clean our room or anything. They just told me they couldn't refund me for leaving early. I have called and spoke to the manager. Again I got no apology. No offer for a refund or nothing. She told me she would call me back but it's been 2 weeks and I have not received a call back from anyone.