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Business Profile

Hotels

The Grand Hotel Of Cape May

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/23/2024

    Type:Product Issues
    Status:
    Answered
    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 ************** stayed in the Grand Hotel of Cape May from August 8-11, for which I paid $1,952.26.The maid stole my Airpods Pro while cleaning our room. I attempted to contact the hotel numerous times by phone to recover the headphones. Using the Apple "Find My" app, I could identify their location, which matched to an employee's location.The hotel refused to help or even communicate with me. They referred the matter to the police, who concluded that the maid did in fact steal the headphones. Because I live hours away from the local police station, they were unable to return my headphones to **** requested that the hotel assist in the return, and they were completely unresponsive.The cost of the headphones was $250 plus NYC tax. I have spent 6 weeks thus far on this matter.I need either my headphones back or a credit for the cost.

    Business Response

    Date: 09/25/2024

    I have contacted the guest and waiting for a return call.  

    Thank you

  • Initial Complaint

    Date:02/21/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Checked in on Feb 19 and left today, the 21st. Beyond disappointed in this place and the way we treated. I going to pass most of the small annoyances and get to the big one: there was no water in our room for a day. We could not shower, we couldn't flush the toilet (they shut the water off without warning us first and my kid was literally taking a p*** at the time so we couldn't flush it until over 8 hours later). We had to leave our room at night to go to the bathroom which means going outside for a few steps to get back to the main building. So dress all up because it's freezing at night. When the water finally came back on, I called the front desk and said there's no hot water. She said it will take another 45 minutes for that. Too late to shower before bed. I told her this day was unacceptable and I hope the manage is aware of this. She said yes. So the next morning when I checked out I told the desk clerk what room we were in and how the water was still brown and not hot and she immediately snapped "the water problem today is the town, you're not getting a refund, I can credit you $50". How the town is responsible for their hot water makes no sense it's an obvious lie. I said the manager was supposed to know about this and have a solution for us in the morning (according to another desk clerk the night before). She said I could wait for the manager who turned out to be the man standing right there and saying nothing during all of this. So he was no help. I want a refund for this disaster of a trip. How any hotel could even think of charging you when there's no water for a day and no hot water for two days. Found out the next day they had rooms with water but didn't move us!!! Disgusting company.

The Grand Hotel Of Cape May is NOT a BBB Accredited Business.

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