This hotel has the worst customer service I have ever experienced. I had stayed at the hotel previously and had a great time, it was very family friendly. During my most recent stay there was a very rowdy group staying near me. There was an intense smoke smell, yelling at other guests, loud music and general rowdiness and this was all at 5pm. I knew it would only get worse throughout the night.

I went to the front desk and told them I was uncomfortable staying for many reasons, with the main reason being that I felt unsafe due to the nature of the group and my proximity to them. The front desk agents half heartily tried to book me into another room, but the hotel was at 92% capacity and I would not be able to get an ocean front room. To make matters worse there was another large group on the property causing issues in a different area, so I was not confident even if I was moved to a different room that I would not experience similar issues.

The front desk staff also discredited that I felt unsafe. One of them told me not to worry because she was a marine, as if that would be helpful to me. Another customer was in lobby at this time, voicing her concerns about the other large party, and she stepped in and told the front desk agent that did not matter and that I felt unsafe staying.

When I left the hotel I provided my name and phone number so the manager could call me the next to discuss cancelling my charges for the two nights I had booked, as I was told the front desk staff could not do anything.

I waited to hear from the manager the next day, as I was eager to resolve this, and did not hear from him. I called the hotel asking to speak to the manager and was told he was busy running "errands" for the hotel and that he would get back to me sometime that same day. There was not sense of urgency in handling, what I consider to be, a very serious customer concern.

The manager eventually called and it was the worst customer service experience I have had. He apologized for the way the front desk staff handled my concerns around safety, but that was it. I was told that I would still have to pay for the night I left, even though I was only there for 3 hours, but that he could cancel my charges for my second night, even though it was not company policy. He told me that the hotel would be loosing revenue due to this situation. The manager made no effort to provide any service recovery and to try to keep me as a repeat guest.

After this incident I reached out to their corporate offices to voice my concerns. I never heard back from them and again no effort was made at service recovery.

Would not recommend staying here, horrible customer service!!