My family (me, wife, 3 children under 11) planned a 3-day stay with friends. The condo manager worked with us to get adjoining 2 BR condos on the 9th floor. Planning the stay was flawless, and noteworthy as all coordination was done via e-mail with the condo manager. I was deployed (military) during the time I made the reservation.
Upon arrival, we were immediately greatly displeased with our condo for numerous reasons. We spent the first night in the condo, but realized we could not stay there any longer. Our friend’s condo was much nicer than ours, so we were aware the Princess Royal could provide a condo we would find acceptable. We made a list of grievances (next paragraph) for our condo and presented this list to the staff at the front desk. I informed the staff my family would like a different condo, or a price discount if moving was not an option. Further, I emailed the condo manager to advise her of our displeasure with the condo. The staff worked with us, and helped to move us to an acceptable unit on the 8th floor.
Our list of room grievances with the initial condo included:
1. Table and ottomans worn and stained
2. There were flies in the room constantly. We killed at least 6. We don't know where they were coming from. Our friends had the same problem.
3. There was a 2 foot hole in the kitchen cabinet base boards
4. The faucet in the Master bath was old and dirty with calcium or lime build up
5. There were 3 gallons of paint in our main closet
6. The room was not ready at check in time, and the door was ajar when we arrived
7. The ice maker in the freezer did not work
8. The Air Conditioning blew cold, but the velocity of the air was minimal, and the temperature in the condo remained relatively warm
9. One corner of the stove top was "popped up"
10. The unit smelled
11. The carpet was worn and dirty. We didn't want to take our shoes off.
12. The couch had a rip in it
13. Neither bathroom had towel bars outside the shower
14. Master Bath sink was slow to drain causing the water to pool up
15. The safe did not work
16. The window vertical blinds were missing numerous slats
17. Master Bath tub was missing the drain relief plumbing hardware, which we found sitting in the bathroom to the side of the tub
We were grateful the hotel staff was able to flex and remedy the situation, and we were appreciative of their assistance in moving our personal belongings.
The condo manager advised us our condo had been occupied for 57 out of the last 60 nights with no concerns reported, and the comment cards from the previous guests were quite positive. She further advised our unit had been renovated in the Spring, 2008, and this condo (and every other one) had recently received a $30 – $35k upgrade, and that particular condo, though managed by the hotel, was owned by an individual who would be informed of our critique.
Nonetheless, the initial condo was unsatisfactory for the reasons listed, and primarily because of this, my family is disinclined to return to the Princess Royal given the plethora of hotels/condos available in Ocean City.
What we liked:
1. The second condo was nice…still had flies, but it was nice.
2. Wireless Internet was free, fast, and easy to access.
3. On the beach access quick and easy, with a hotel provided handy hose station for cleaning off sandy feet.
4. Housekeeping and bellman services.
5. Not sure if they were affiliated with the hotel, but there was a convenient umbrella/beach chair rental place directly in front of the hotel.
6. The arcade around the pool was right-sized for the area and enclosed environment.
7. The beds are very comfortable memory foam.
What we did not like:
1. The situation requiring us to move in the first place.
2. The pool water was green and cloudy.
3. The flies in both condos.
4. The front desk staff. Though they were diligent in accommodating our condo move, but both my wife and I felt the staff was, on the whole, less than pleasant. More eye contact and smiling would go a long way.
