Surf Song Beach Resort — Hotel in North Wildwood

Surf Song will charge your credit card without your permission or without notice for a cleaning fee although the rate you pay once you reserve includes maidcleaning service. We got a 100$ charge on our credit card, without any explanation or notice. Just an email with a receipt, and no subject or message explaining what the charge was. Once I received this charge, I tried calling many times and they do not answer. The only time they finally answered is when my husband called from a different phone number, so from this I can only conclude that they screen calls. |My husband was told that apparently the apartment was left a mess, that there was food and sand everywhere, and that they had to send the couch covers to the dry cleaners to wash as they were stained. In the 20 times that I have travelled to Wildwood, we NEVER got complaints that we were dirty, actually quite the opposite, we would receive compliments on how we would clean up after ourselves, and we never had trouble re-booking with all the places we stayed at because they remembered us as having a good reputation. When my 75-year-old mom (who also stayed with us at Surf Song) heard about this complaint of us being dirty she took it as an insult and is very disturbed by it as we NEVER EVER had anyone say that we are dirty people. |My husband tried to get more explanation about this mess, and told them that he didn’t understand how the couch was stained as we barely stayed in our room, as we spent most of our days on the beach, or by the pool, and we would often eat on the deck that was on our floor. Also, he said that the sand that they claimed to be all over the place, was also hard to believe as we would insist that our children would rinse their feet and bodies as well as we would rinse before walking in our unit, so, the only sand that could have been there was maybe in the bathtub when we would take off our bathing suits and fully shower, I that case we would also try our best to rinse the bathtub as well as possible once we were all done, but it is hard to fully clean everything. To this they continued to insist that the place was a mess and that the usually charge a 350$ fee for cleaning, but they were being nice. They also added that we were inconsiderate because we didn’t leave a tip and the receptionist hung the phone up in my husband’s face, which is clearly very unprofessional and rude. |To add to their rudeness, I was also treated with attitude during my stay when I asked for help with an issue we were having with the WiFi connection. The receptionist basically told me (I quote) “I don’t know, it was working with guests before you”, and did not provide help or a solution, instead brushed me off and told me to look more carefully in the room for the code and username. It was the cleaning lady who happened to be in the office at the same time helped me figure out that indeed there was an issue and it was the wrong code and password that was posted in the room, and it was only then I got the correct password and username, with the help of the cleaning staff. When I mentioned this incident in an email to them, they responded that it was I who was rude to them, because I interrupted her phone call to ask for help. I can confidently say that I never interrupted anyone, it was she who put the person on hold, because she noticed me waiting for her to finish her call, and I also asked if she preferred that I come back at a less busier time. So once again, when they are in the wrong, they turn it around to make it seem like the client is the one who is wrong, and won’t try to find a way to compromise. |In sum, if you look at other reviews about this complex, it seems like it is not the 1st time that they make these charges for cleaning services, and the rudeness of the staff is also a common occurrence. Definitely not coming back...

Hello OPMC,||||I am sending this instead of the Yellow Card that is typically given out at the Surfsong (SS). I have been a loyal customer of the SS for over a decade. I would like to let you know the HARROWING experience we had in the Summer of 2018. I booked room 501 for LABOR DAY weekend in JANUARY of 2018 when the bookings start for that year. When I arrived, the person behind the desk welcomed us and I handed us the keys to 201. I did not even look at the keys until I got on the elevator. I immediately went back to the office to make them aware of the problem and they stated: “We do not save rooms”, “We only save types of rooms”. I said: “I have email PROOF that I reserved this room”. They stated that did not matter as the person that worked there in January “no longer worked there”. I stated, that made no difference as they were representing the company when they took my reservation. I asked to see the manager. The manager avoid us by saying she was “out of the office”, when it was obvious that some of the employees in the background of the office where chatting with the manager.|||| ||||We checked out room 201. It was a PIT. I will provide details if you like. But, I would not belabor that point. My Wife was EXTREMELY disappointed. I stated that I expect to be put in the room I reserved. They stated the best they could do was “Give me my money back” and therefore, sending us HOME to PA with NO VACATION. I said “you must be joking”. They said they were not.|||| ||||If it had not been for “Lisa” in housekeeping who knew me and my family. Lisa knew I had been stay at SS EVERY YEAR FOR OVER 10 YEARS. Somehow she got us into #500. I had not booked that because the owner has not updated it in 10 years and it shows it. Bad/old tv’s.. scratches, crappy microwave, super-loud AC in master bedroom, etc. BUT, it was better than going home. So we took it.||||The reason we loved the SS was that it has a pool and it close to the Boardwalk. Also, SS takes reservations from Thursday-Tuesday if a room is available. We like to do this for Labor day weekend each year.||||We will NEVER RENT FROM SS AGAIN unless:||||Someone from OPMC calls me and explains to me what the current policy is regarding reservations||I would like to know if 500 is being forced to renovate this year as the desk stated. We are hoping.||I would need to see a CONTRACT with the ROOM NUMBER we are reserving it clearly stated and confirmed.||We are open to rooms 500 (if renovated) or 501 and if they are available for Thursday thru Tuesday (checkout)||...

We stayed here for a weekend just before Memorial Day.||||The location is wonderful - almost adjacent to the boardwalk. There are bikes for rent very close to that area. Parking is efficiently distributed with one allocated spot for each room. Check-in process was efficient (though its only between 3-6 PM, extendable till 9 PM on asking). We did not interact much with the staff otherwise. Management is quite responsive over email, not so much on phone.||||The condo was well maintained and functional. The living cum kitchen area was quite large. Having dishes, glasses and cutlery means you can make your own food, which is advisable at least for breakfast or late dinner, as the restaurants in the area have limited open hours (10-6 PM) - don't trust Google Maps!||||The bedroom had 2 beds that can comfortably fit 2 adults each, while the bathroom was spacious enough. The private entrance and balcony outside mean you can relax in chairs while looking across at the ocean.||A cleaning lady comes in around 11 AM each day to replace towels and wash the dishes.||||There is a nice pool below, and also barbecue spots on the second floor. The hotel is less noisy than the adjacent Montego Bay and Sahara Motel (though they were directly boardwalk facing), those attract a younger crowd.||||Not to say that it was a perfect stay, as there were some annoyances:||Wifi never worked throughout our stay, though we tried from all devices including a laptop. Luckily there was a strong mobile signal (AT&T).||The thin walls meant some noises crept through from adjacent units and the floor above (but nothing more than you face in any regular apartment in NY).||The elevator is a little slow (quicker to take the stairs down).||Also don't try the vending machines below, as none of them work/are stocked. Try Romano's beach store instead (the first shop on the corner of the adjacent boardwalk). Shoprite is the best for getting groceries; local groceries seemed notoriously unreliable in terms of open times.||||Overall, I would consider Surf Song to be value for money as long as you have the mobility of your own car. Being that close to the beach has its benefits in spite of the minor inconveniences inside the building. This is definitely the place to stay if you are in a group of...