Based on other high rated reviews, my girlfriend and I checked in on February 7th, 2014 - February 9th, 2014 to celebrate our anniversary. This hotel was my worst stay in Ocean City yet, and I come down at least three times each year. Our I.D. and credit card used for booking were taken to complete our check in. We were told how about the complimentary breakfast and that there was a shop in the hotel to buy things at. We were told if we needed anything call the desk and we would be helped. We get to the room and it was nice, the view was amazing from the fourth floor, great sunset. I looked at our bank account to check on funds, and I noticed a forty dollar charge from the hotel. That surprised me because we paid for the hotel in advance. I called the front desk to ask about it, and was told it was for incidentals, and if we bought anything from the store downstairs, it would be taken out of that money. She did not apologize for failing to share this knowledge at check in when she took our card to "verify our information". It does not bother me that their policy is to hold an amount of money which is no where listed as a set amount. The fact I was not told before it was done upset me, because I feel that is disrespectful to the customer. That night after we returned from dinner, we laid down on what was supposed to be a pillow, and was very uncomfortable. There was a huge group of people together at this hotel during our stay, and on Friday it was so noisy. There were people literally running up and down the hallway to the rooms, and there was more than one customer that complained about this issue during this stay as well that I know of. The noise did not stop until after two in the morning. I did not get any sleep that night at all. We were out pretty much all day the next day, and we actually found things to do on purpose just so we did not have to be in the hotel. Upon return that night things were not as noisy as the previous night the noise stopped around midnight. We did go down for the complimentary breakfast on Sunday morning. We arrived at the coffee station and while making my coffee I went to throw away the empty sugar packets, but the trash can was overfilled. I then looked around for a staff member, I saw one, she was eating complimentary breakfast watching television in the eating area. I did not want to bother her so I just pushed the trash down so that mine did not fall on the floor. We walked past her to get to the food, and as with all of the staff during this visit, no good morning or any type of interaction customer service wise. There was no one down there yet other than us so we got first pick at breakfast, there was a pretty good selection. While eating the staff member on duty began to talk to a maintenance man that had walked into the lobby. She used profanity to describe other employees that left a mess and that she had done some cleaning. She had pointed at the trash and the coffee counter saying how messy everything was and continued to use foul language in describing these things. The maintenance man took care of the trash at that time. Two other customers had walked past her while she was talking. One was going to check out, and was ignored just standing at the desk until the staff decided she was going to be taken care of. The other customer just wanted to get some extra towels and had to wait because she was talking again. This is a disgrace and I would feel bad if this were my business and I had staff doing things like this. Then after that she was talking to another customer who brought up the amount of noise from Saturday night. She was told that she should have called the front desk, and if she thought Saturday night was bad, Friday was worse. I am not new to the customer service business myself, but why would you get excited about something terrible that is happening to a customer by saying it was worse the night before! I had read other reviews before booking and everyone mentioned names of great people at this hotel, I never saw any of those people, but the people that were working really do not know anything about customer service from what I saw. At checkout we were not even asked how our stay was, and that to me is the biggest joke of all. I have been to so many hotels and I have always been asked that same question at every checkout. We were only asked if we had paid cash at check in, and we were handed a receipt. I am glad so many other people had a good experience, but there was either some crazy stuff going on this particular weekend, or this place has gone far down hill in a hurry.
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