FairBridge Hotel Atlantic City — Hotel in Galloway Township

I made a last minute booking through hotels.com for 5 people to stay here 2 nights over labor day weekend. When I made the booking the room was advertised as approx $200/night and I didn't noticed when I clicked pay that there was an additional $230 in taxes and fees (thats 50%), approximately $120 of which is for occupancy fees I didn't notice at the time since it's not easily disclosed. The room I booked was a deluxe with 2 queens beds and the pictures show that there is a sofa but when we arrived the room was smaller than the pictures and missing the sofa entirely so 5 people could not in fact fit in this room. I've been dealing with hotels.com for 3 months now trying to communicate with the hotel to get a refund of the additional occupancy fees given that 2 people had to find somewhere else to stay and I was given a different room than what I booked. They have blocked hotels.com's number so it only goes to voicemail. Hotels.com has sent them multiple emails to which they've never replied. Today I was able to reach someone when I three-way called them with hotels.com but they said it was their personal cell phone and they were on break so to call back in 30 minutes. When hotels.com called them in 30 minutes it again went straight to voicemail and when I called there was no answer. It's not acceptable for a business to keep blowing off customers with a valid complaint. This is not a properly-run business and they are ripping people off with hidden occupancy fees and not even providing the product advertised. If you put in any amount of guests over 2 it charges an additional occupancy fee of over approx $50 per person regardless of the price of the room, which is absurd. This is well beyond the state-mandated occupancy tax of 5% and just a flagrant example of hidden fees taken to the extreme. Hotels.com FINALLY refunded the additional occupancy fees today after multiple failed attempts to reach the hotel since it was obvious that the hotel was just...

I made a last minute booking through hotels.com for 5 people to stay here 2 nights over labor day weekend. When I made the booking the room was advertised as approx $200/night and I didn't noticed when I clicked pay that there was an additional $230 in taxes and fees (thats 50%), approximately $120 of which is for occupancy fees I didn't notice at the time since it's not easily disclosed. The room I booked was a deluxe with 2 queens beds and the pictures show that there is a sofa but when we arrived the room was smaller than the pictures and missing the sofa entirely so 5 people could not in fact fit in this room. I've been dealing with hotels.com for 3 months now trying to communicate with the hotel to get a refund of the additional occupancy fees given that 2 people had to find somewhere else to stay and I was given a different room than what I booked. They have blocked hotels.com's number so it only goes to voicemail. Hotels.com has sent them multiple emails to which they've never replied. Today I was able to reach someone when I three-way called them with hotels.com but they said it was their personal cell phone and they were on break so to call back in 30 minutes. When hotels.com called them in 30 minutes it again went straight to voicemail and when I called there was no answer. It's not acceptable for a business to keep blowing off customers with a valid complaint. This is not a properly-run business and they are ripping people off with hidden occupancy fees and not even providing the product advertised. If you put in any amount of guests over 2 it charges an additional occupancy fee of over approx $50 per person regardless of the price of the room, which is absurd. This is well beyond the state-mandated occupancy tax of 5% and just a flagrant example of hidden fees taken to the extreme. Hotels.com FINALLY refunded the additional occupancy fees today after multiple failed attempts to reach the hotel since it was obvious that the hotel was just...

Title: Terrible Experience - Unapologetic Staff, Poor Service

Review: Our 4th of July trip was ruined by this hotel's horrendous service. The staff showed no remorse and prioritized money over customer satisfaction. The manager on duty was incredibly rude and disrespectful.

We had booked a room with two queen beds for one night on the long weekend. Arriving at 11:30 pm, we were told by the night shift manager that our room was unavailable. Instead, he offered a larger room with one king bed and an extra bed. He claimed they hadn't received our booking, despite our prior call. He rudely suggested canceling if we weren't satisfied, stating he could give the room to other customers.

Reluctantly, we accepted the room, assuming the extra bed would be of decent quality. However, it turned out to be in terrible shape and poor quality. Fed up, we canceled our booking. The manager's disrespectful behavior towards my family was unacceptable.

We were left stranded at 1:00 am, ruining our plans for the night and the following day. Being local to the area, we drove back home disappointed.

Our family of four had a terrible experience and wants to warn others:

The hotel's customer service is abysmal, with a focus on money over respect for customers. The manager's rudeness was evident in his interactions with other guests as well.

During busy periods, book hotels in advance and arrive on time. Calling the hotel does not guarantee a room.

The extra bed provided was of low quality, making us feel scammed. Paying triple the regular price should warrant better accommodations.

If booking through an agency, seek their assistance. The hotel management lacks basic human decency, focusing solely on profit. We discovered the manager rented the same room to someone else for four times the price due to high demand.

The room and hotel condition were average, but a negative environment and rude manager can ruin your vacation. Exercise caution when...