What a horrible experience. Last week my family and I decided to plan a quick getaway; it would have been our first in several years. We had decided on Cape May as our destination and after reviewing the photos and consumer reviews on line we decided to book an “Ocean view Townhouse Suite” at the Grand Hotel which we paid a premium for. It was pricy. A one night stay put us back $617. This is a premium price for one night, however, we wanted the best available.
Booking.com gave us the option to select the time we would be arriving to the hotel. We planned our entire stay around getting to our room at the time we had checked off. Upon our arrival we were told that our room would not be ready until 3pm, but they were willing to “pre-register us (translation take the rest of their money) and they would try to have the room ready by 2pm. We were also told that the beach was $6 per person per day (with a $617 room stay they can’t comp beach passes) and that we could use the pool if we were willing to change in the locker room which would leave us walking around wet without a room to dry off in…no thanks.
We killed much of the four hours in the Cape May mall going from one store to the next until we were close to the 2pm that we were told they would try to have our room ready for. With a four hour gap they were unable (or unwilling) to have our room ready for us and we sat in the lobby for another hour, feeling like a homeless family until 3pm arrived. We were not offered as much as a cup of coffee or a bottle of water while we waited.
Check in finally. This was the first time that I noticed that and establishment that dares to call itself the “Grand Hotel” had not bell service, not valet, and everyone was schlepping their vast bags through the lobby on their own. We were not shown to our room but given a map of the building and told to find it ourselves.
Now to the room, the interior was pretty well as described however, the ocean view that I had paid extra for was of the pool. I was looking at the pool which was not a pretty sight as it sits smack in the middle of the exterior parking lot. There sit sunbathers pretending to not be affected by the large trucks making deliveries or constant stream of cars checking in and checking out. The only way I could see the ocean is if I leaned out over the terrace and turned my head. When the front desk called to ask if we were pleased with the room, they were informed that this was not what we had paid for. We were told that a manager would call our room but 15min later….no call.
We all decided that we had had enough and we all wanted to go home. Upon telling the front desk that we were displeased they made no effort to fix the situation. They did not offer a reduction in price or a comped meal, they just let us go which is not surprising. They kept half of the cost of the room which was a travesty considering that the hotel had done so little to please us and we were leaving based on their poor performance.
After reading so many shining reviews I was genuinely planning on sitting here today pleased. However, after the lack luster performance of the front desk, deceptive photography of the view, and lack of support staff I would have to say that the “Grand Hotel” should be demoted to the “Mediocre Motel” and that the employees at the front desk would benefit from extra courses in HOSPITALITY.
- Official Description (provided by the hotel):
- The Oceanfront Grand Hotel of Victorian Cape May is one of the largest Resort and Convention Centers along the Jersey Cape. The Grand Hotel can accommodate everyone, from Business Groups to Wedding Receptions and Vacationing Families to Family Reunions. The Grand Hotel of Cape May is dedicated to recreating the grandeur of a by-gone era while providing all of the modern comforts and conveniences for a most enjoyable stay. The perfect place to dance, dine, relax, swim and sun in Victorian Cape May. ... more less
- Reservation Options:
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- Also Known As:
- Grand Cape May
- Grand Hotel Of Cape May