The Atlantic Hotel & Spa

This hotel is in a great spot on the beach and has a wonderful view. The rooms are large and attractive, as was the bathroom. However, our toilet was a slow flow flush that DID NOT flush. Nothing goes down it. We called for maintenance on the toilet multiple times. The first time, they came very quickly and the gentleman was very nice, and confirmed that this is a consistent issue at the hotel. The next morning, I called at 8:30 and was told someone was coming up to maintenance the toilet and to bring 4 more pillows (the pillows were worse than hospital pillows, flat as a board with no filling so was hoping 4 extra pillows may suffice!) We held off on showering and getting ready for the day, as we were expecting maintenance to come into the bathroom area. No one arrived so we called again at 9am. Someone came and dropped off one pillow and some towels soon after, but no maintenance. We needed to use the bathroom and get ready for the day so this was very frustrating. We were already on the fence with checking out early as the bed is hard as a brick and we got no sleep the first night. We called again around 10am for more pillows and maintenance, and finally someone came to service the broken toilet but we did not receive more pillows. The gentleman fixing the toilet was very nice and also said, same as the man the night before, this happens all the time and he wishes they would get appropriate toilets installed. We went to the desk and said we needed more pillows and would like to see if we can be switched to a room with a working toilet and a comfortable bed. The gentleman at the desk said that the manager was in a meeting so that they could not help us with that at the moment. This was around 10:30am.

The hotel did not call us back until after noon time with any sort of try for a resolution. They showed us another room with the exact same bed and the same toilet that barely flushed. We still did not receive more pillows, they said they'd bring some right up. No pillows came. We said we can no longer stay here with a broken toilet, rock hard bed, and without receiving extra pillows.

We decided to check out early and go elsewhere. I asked for a refund as we had paid in advance for the nights we were staying. The woman at the desk said we needed to take it up with Expedia, who we booked through, that she had nothing to do with it. We called Expedia, who told us that the hotel needed to be the one to process a refund, and Expedia called them to get one. The same woman told Expedia that she would not allow a refund because it was too late to checkout, and that we had never called to ask for the toilet to be serviced. Which was completely untrue. We had Expedia call back and share the times in which we did call (which were all visible on my call logs for exact time) and she still argued that we would not receive any refund because it was after check out time.

Some staff members were wonderful and kind, a few others were incredibly rude and refuse to allow us to be refunded even though we did not stay there due to a broken toilet, a rock solid uncomfortable bed, never receiving pillows when asking multiple times to try to make the best of the terrible beds, and we had attempted to contact management before checkout time. I am incredibly disappointed in this experience and having worked many years in customer service, I am totally appalled at the way that this situation was handled. There are many hotels in the same price range that had much nicer staff, working toilets, and a comfortable bed, without employees trying to trap you into not attempting to pretend to resolve your problem til after checkout time so that they can get another night of money out of you along with the other additional $45 resort day charge that we paid for I guess chairs that are already out at the beach? Definitely wouldn't recommend this place, especially with better hotels and service right next door!