We are very disappointed that we were unable to follow up with extra customer service on top of what was provided to these guests the night they were here, but the phone number on file is invalid and they won't respond to the emails we’ve sent. While the content of this review appears to be the ultimate in hotel nightmares, there is a lot of information missing. First, let's start with the customer service aspect of this. These guests reported an issue with their room at approximately 9:30pm, six hours after checking in at 3:30pm that day. Our manager quickly responded to the situation and asked to be allowed to investigate the problem; however the guests refused to allow him into the room. Anytime there is a complaint of this nature, management will go directly to the room to see exactly what the guest is seeing and experiencing. Because they didn’t want to allow us into their room, we took their word for it. Our manager offered to move the guests into a newly renovated room. He took the husband to see the room, which he thoroughly inspected and verified it was acceptable and even took pictures to show the rest of the family. However, the guests chose not to move to that room, and instead wanted to check out. Considering the severity of their claim, we checked the guests out of the hotel that night with a full refund, no penalty, and with sincere apologies from our manager on duty. This was all within a half hour of the issue being reported to us, with several levels of management involved by telephone. Investigating the matter and determining the validity of their claim was our next step. Our Operations Manager and Executive Housekeeper both checked the room the next day. Every part of the room was heavily used, both beds used, quite a bit of trash remaining, shower was used, wet towels, and some of the hotel towels appeared to have been used to clean up some wine or juice that may have spilled. For a six hour occupancy, it seemed on par with a room that had been occupied for many days. With all the effort our managers put in to try and confirm the guests claim, they couldn’t find the "stuff" that was supposedly on the bathroom floor. We knew what to look for, and we looked everywhere for it, even on the walls. Nothing was ever found. In fact, our investigation revealed that the previous occupants of the room had also spilled some sort of paint or nail polish and our Executive Housekeeper was heavily involved in cleaning that bathroom with bleach, solvents, and magic erasers right before these guests arrived. Although she is human, she is unlikely to miss something like this while cleaning a room, especially with the heightened awareness of our entire housekeeping department due to COVID. We attempted to call the guests a good half dozen times over the next several days, but the phone number we had on file only went to a recorded message that the number was out of service. These guests made their reservation online and this was the phone number provided by the guests. We also tried to e-mail the guests, but did not receive any response. So at that point, we just chalked this one up as something totally out of the ordinary, discussed with Housekeeping to be even more vigilant than they already are, and for everyone to continue to try their best. While we take any reported issue, especially of this magnitude, very seriously, with no additional information there isn't much more we can do. Was this all a big misunderstanding? Possibly. Maybe one of the children simply had an accident? Anything is possible. But without being able to speak with these guests we have to consider the claim that nobody in a family of five used the bathroom for six hours, their phone number doesn't work and they won't return e-mails, they wouldn't let us investigate the situation before they left, wouldn't accept a fresh newly renovated room in a different building, are now reporting we have terrible customer service, and we never could verify 100% the issue existed in the first place. Considering we responded quickly, provided options to rectify the situation, gave them a full refund with apologies that night, all while unable to corroborate anything, what more can we possibly do? We are not trying to say their claims or experience was untrue, but this is how our investigation has turned up and without being able to communicate further with the guests, we aren’t able to provide them with a better solution or even inform them of the extensive investigation we conducted after their departure. The Margate Resort is an accredited business with the Better Business Bureau, and maintains an A+ rating because of how we handle situations like this. These guests are always welcome to contact us to discuss any additional information we are unaware of or may have missed.