Pier 4 Hotel — Hotel in Somers Point

This has been one of our favourite spots for years, but this year’s experience has truly surprised us in an unpleasant way. The views are never disappointing here; however, the state of the pool was concerning at best. A thick layer of biofilm in the corners of the pool, visible biofilm and oil stains throughout the surface of the entire body of water, visible organic debris in the water (hair, insects, band aids and other debris I am having troubles to describe). Needless to say that as a mother I would not want my child to swim there. And frankly my daughter did not even feel comfortable with it either. As a former department of health employee and a practicing pediatrician who understands the health and safety concerns associated with poorly maintained pool water, I had no choice but to voice my concerns to both, a life guard and a front desk attendant. Through my interaction with them, I learned that the quality of the water is being assessed once a day by a pool maintenance professional and thereafter visible debris can be skimmed by a life guard throughout the day. Life guard was extremely responsive and promised to relate these concerns to the management (which he did). But it took two days for someone to resolve the issue, on the day we had to check out. As a result, my family was unable to use the main amenity during our stay. When we noticed that pool was finally relatively clean couple of minutes prior to check out, my child was begging me to have a quick dip before we depart. She was looking forward to the pool for weeks leading up to this trip. I could have just let her go, but my integrity would not allow me to do this without asking for permission as it was almost the check out time. While handing the keys I asked if it would be by any chance possible for us to stay by the pool for an hour or so, considering that we were unable to use the pool during our stay due to unsafe conditions. Given that the hotel was not busy in middle of the week, with parking lot only filled to 1/4 of its capacity and a hand full of people at the deck around the pool, I thought this was not a huge ask. I received a hard no in response. I have to be honest it was a little disheartening to hear, considering low occupancy and the fact that as return customers we were unable to use the facilities during our stay. I understand that there are policies in place, but polices are created for specific circumstances. For instance, Pier 4 policy that limits the pool use after check out was created in the midst of COVID-19 pandemic to allow for social distancing. As the social distancing is no longer in place, it is up to the management and employees to use their discretion and judgement to interpret it based on the individual circumstances.

I am unsure if I will be returning to Pier 4 in the future. But I would like to leave it with some suggestions:

1. Customer service and hospitality are far more complex than just smiling when greeting your customers. Perhaps your staff could benefit from continued education.
2. Guest safety should be a priority in the line of business you are practicing. High environmental temperatures might amplify the biofilm growth, but do not cause it (contrary to your staff members’ beliefs). Lower levels of chlorination, poor filtration system, suboptimal pH are the causes and need to be frequently reassessed. Although CDC advises a minimum testing frequency of once daily, it also specifies that commercial pools should be evaluated more frequently. Your current practice is evidently insufficient and can cause serious health compromises, especially for your younger and older population (which seem to be predominant in your establishment). Of note, this is the condition of your pool at the start of the season at lower occupancy. Perhaps as the season progresses as should your testing frequency. Many commercial pools evaluate the integrity of the water every hour.

As disheartening as the experience was for us, this review is not meant to be an expression of our frustration, but rather a...

I booked our weekend getaway through Expedia for the Pier 4 Hotel. On Expedia our trip was confirmed - no issues (see attached photos). When we arrived we were told that our reservation had been cancelled and that there were no rooms available. We did not receive any notification from Expedia or the Pier 4 regarding this cancelation. When I called Expedia they said they didn't have any record of the hotel cancelling the reservation and I had no email record of this either. I checked with the hotel again and showed them my hotel reservation confirmation. They (Liz - front desk staff) said that they do not ever contact the customer if the hotel room is cancelled when booked through a third party (Expedia). I asked the reason for the cancelation. She (Liz) stated that our credit card was declined and that when this happens, they do not email or call the customer to check in with them, but rather they cancel the reservation and book with the next customer. Since I use this card daily, and the card was approved on Expedia (see picture) I questioned this. I called my credit card company and was told that the hotel manually entered my expiration date wrong, which caused VISA to decline the card. When I explained this to Liz at the hotel she said, "well, we are human and we could have made that mistake when entering your credit card information, but that the hotel doesn't keep record of who entered the information nor do we keep record of who cancelled your reservation." I asked why I wasn't contacted regarding this or why the staff didn't try again since the booking was through Expedia and the card was approved on Expedia's end. She (Liz) had no answer. I asked to speak to the manager and was told she would be in (8/11/18) at 8:00am. At 11:00am, after receiving no call from the manager, I called the hotel. I spoke to the manager (Dawn) and was told the same information as was told to me the day before. Dawn also emailed me the communication Pier 4 received regarding the cancellation, however, as I mentioned, I never received this despite rechecking my inbox, deleted mail and spam mail.

I understand that mistakes happen, but I am beyond disappointed that the cancelation was not communicated with us or that a staff member didn't call us to say that our card was declined due to an invalid expiration date and could we read the card information to them over the phone to try again. Our family drove 4 hours to Sommers Point to get to the Pier 4 Hotel to be greeted with this. No rooms available. We called numerous other hotels within the same price range (or less). All booked, which I can understand since we were calling to book for the day we were there and it's peak season at the beach. After calling numerous hotels that were all booked, we decided to turn around and drive home. 7 hours later we were back home and unpacking from a weekend that we were to be celebrating our anniversary and last vacation with the kids before the school year begins.

The only explanation that we are receiving from Pier 4 is that Pier 4 contacted Expedia to notify them that Pier 4 cancelled our reservation and therefore Expedia should have notified us. Expedia states that since they are just the site used to promote and assist with the booking that it is the hotels job to notify the customer if there is any change in the reservation - Neither happened. In the 15 years that I have been booking vacations through Expedia, I have never once had to call the hotel or airline to confirm my reservation because it is all confirmed through Expedia.

My rating of a 1 does not stem on my experience staying at Pier 4, since I was not granted this opportunity, but rather stems from my entire experience with Pier 4, their system of booking, communication and hospitality upon arrival in the hotel lobby only to be told are reservation was cancelled and there were no...

Freshly remodeled in pleasing colors and appointments throughout. Standard motel layout, small counter at the doorway with microwave, coffee maker and fridge, bathroom and two Queen beds. Our room was very nice, the walk in shower was probably the best I've had in a shore stay hotel I've been to. I'm sure that was an upgrade in their remodeling. No tub with curtain, but walk in with sliding door. Spacious and with good water pressure and temperature throughout. Lacked an exhaust fan but no big deal.

Quietest air conditioner I've had also. I'm normally a very light sleeper but this didn't bother me like all the others I've suffered through. Nice TV with a broader selection of channels but wasn't needed since we had good weather. The little fridge took overnight set to maximum with a bucket of ice in there as well to get to temperature. They stated they defrosted them daily but I'm sure they meant between each booking of the room. Small two seat balcony, AC unit stuck out a bit taking up a bit of room. We were on the parking lot side and didn't use it much anyway.

My biggest problem was the mattresses. Worst I've ever slept on. Most disappointing and my biggest complaint. Hard and stiff with no comfort surface. They should at least get some 3" foam topper for these things.

Continental breakfast was good. Name brand cereal, coffee, tea, milk, juice. Small bagels with cream cheese, jelly or butter. Packaged waffles were a different type that were sweetened with a coating. I would have preferred a Carbon's Golden Malted machine instead to make a genuine fresh waffle. Well attended by a staff member to keep items replenished but they state the food supply is limited. We did get in early in the day and did not have anything run out on us.

Nice deck area with a pleasant view of the bay, heated pool was nice. Crabby Jack's right next door for mixed drinks and food that could bill to the room, but also a cabana on the pool deck that you could get food and regular drinks from.

Overall it was a positive stay but those mattresses really took away something from it for me. For the price, I'd expected better. The location was fine, it was enjoyable relaxing on the pool deck rather than fight the crowds on the beach in OC. We actually used the Municipal Beach a half mile away for a morning instead and found out there was a free concert there on Friday during our stay that was the highlight of our trip. We ate at three local places within a short walking distance that also added...