My husband and I were at the Oceanaire Resort Hotel the week of 5/20/13. Our trip started out a 1 rating and ended as a 4. During check-in we were told by the reception staff that we didn't have a reservation at the Oceanaire Hotel, but instead at the Ocean Beach Club Hotel next door. After showing them the reservation confirmation for Oceanaire, we were then told there was a maintenance issue in "Our" room, they were booked the rest of the week, and had no other rooms available. Now confused AND angry, we asked to speak with the manager in charge. The cowardly manager never came out of the office (door to the right of the reception desk). Instead, they let the messenger take all the heat, which I found very unprofessional and insensitive to reservation debacle. They tried to accommodate us by decreasing the nightly rate and providing us a comparable oceanfront room at the Ocean Beach Club next door. We expressed our dissatisfaction with Rudolph Johnson (on duty at the reception desk at Ocean Beach Club) on how we were being treated and lied to about our Oceanaire reservation. We expressed to him there was absolutely nothing wrong with their rooms, but it was simply not what we reserved nor expected. Mr. Johnson handled the situation promptly and professionally; he comped the first night at Ocean Beach Club and arranged for our transfer the next morning to the one bdrm ocean front suite we'd reserved in the first place at Oceanaire. What happened to being booked all week and no other rooms available...?! We learned later the hotel tends to overbook their rooms. So instead of being honest and telling their customers the truth, they lie about a maintenance issue. After moving to our beautiful oceanfront suite, we decided to let it go and enjoy the rest of our vacation. After hanging out at the beach and enjoying the pool and spa, we go back to our room and find our door left open with the bolt against the door frame. We're immediately on guard and my husband cautiously looked around the suite. We looked around the hallways to see if maybe housekeeping was still working in the room..but they were nowhere to be found on the entire floor. Okay...now we're on fire; Housekeeping rolled out and left our door open leaving our electronics and other valuables vulnerable to theft?! Livid...! We reported the incident to the front desk, were told they'd take care of it, but no follow-up whatsoever about it. Needless to say, we kept the do not disturb sign on the door the rest of our stay. We had enough towels etc. to last the rest of the vacation. No way were we allowing anyone back in our room! On day of checkout, we find a bill left outside the door with absolutely no adjustments whatsoever. At this point, enough was enough. It was time to demand we speak with a manager or higher about this craziness!. We spoke to Rae (Supervisor on duty) who we pulled aside and told everything that happened since day one. Rae politely listened to our story and was very professional in handling the inconveniences we experienced. Not only was our bill adjusted according to the promises they made, but we were given a voucher for breakfast while the problems were being resolved. If it wasn't for Mr. Johnson and Ms. Rae, the rating for our stay at this hotel would have been a 2 out of 5, which would have been a shame for such a beautiful place. Based on how Rudolph and Rae came through for us, we are giving a rating of 4 out of 5 for this hotel. Kudos to the both of them and we thank you both for your outstanding customer service and professionalism!
- Official Description (provided by the hotel):
- Oceanaire Resort Hotel offers oceanfront or ocean view deluxe rooms or one- and two-bedroom high-end suites with fully-equipped kitchens and kitchenettes, and private balconies overlooking the Atlantic Ocean. As the newest luxury resort at the Virginia Beach oceanfront, Oceanaire combines a state-of-the art meeting facility with the very latest in accommodations and service. With two oceanfront outdoor pools, two indoor pools, plush bedding and linens, jetted tubs, stainless steel appliances, granite countertops, an ocean view fitness center and valet parking, the guest experience at Oceanaire is unparalleled. ... more less
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