I booked a two day reservation for 6/10 and 6/11/2009 as a surprise for my wife's fiftieth birthday after finding the hotel on the internet. I was attracted to the hotel and their award winning restaurant that was “opening Memorial Day weekend, full schedule starting in June."
I booked the reservation by telephone and was not informed that their restaurant would not be open during our stay. It was already too late to cancel within the twenty-one days that they require. A few days after making the reservation, I sent an e-mail asking if it was too early to book a reservation for dinner and if the restaurant could accommodate a gluten free diet. I was informed that they could accommodate a gluten free diet but that the restaurant would not be open during our stay.
I sent another e-mail asking for clarification as to the " full schedule starting in June " and that I didn't think that I would have made the reservation knowing that the restaurant would be closed. That e-mail went unanswered and a follow up e-mail to “The Manager” concerning the issue was never replied to.
On the morning of 6/10 I told my wife of the surprise and the problem with the restaurant.. We decided not to go and I called to cancel and stated that I felt that they should refund the $250 deposit. I was told I could have a credit for a future stay. I asked to talk to a manager and was told that one would not be available until 6/12. I asked for a return call on 6/12. By 6/15 I had not received a call back.
I called the hotel on 6/15 and was told the manager was too busy to talk to me. After I insisted and said I would be filing complaints, I was put on hold. Finally, a manager spoke with me and I explained the above. She said the hotel was having e-mail problems and that is why I did not receive a response. She did not offer an explanation as to why she did not respond to my call. I requested a refund based on what I felt was false advertising over the internet. She informed me that " full schedule starting in June" means that the restaurant was only opened on the weekends. I did bother to check the definition of "full" in the Dictionary - not even to close! I was told I could get a credit for a future stay. She implied that I should have called the restaurant first for reservations before booking a reservation. Then I would have known the restaurant was closed.
Next time my wife turns fifty; I will keep them in mind!
So, if you plan on staying there in June (or later?), don't plan on eating at the restaurant during the week.
- Official Description (provided by the hotel):
- Beautifully restored Cape May Victorian hotel. Steps from the ocean and town center. Complimentary continental breakfast daily. Egyptian cotton linens. Tile/granite private baths. Complimentary lending library. Complimentary afternoon refreshments daily in-season. Special mid-week rates. Off-site parking. Fine dining in-season. Available for weddings and special events. ... more less
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- Also Known As:
- Alcott Hotel Cape May
- Alcott Cape May
- Hotel Alcott Cape May, New Jersey