Complaints

This profile includes complaints for Princess Royale Hotel and Conference Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Princess Royale Hotel and Conference Center

  Oceanfront at 91st St. Ocean City, MD 21842

• 

  Princess Royale Hotel and Conference Center

  9100 Coastal Hwy Ocean City, MD 21842-2745

• 

  Princess Royale Hotel and Conference Center

  Oceanfront @91st St Ocean City, MD 21842

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were a group of six having breakfast at the restaurant. The bill for 200+ included gratuity. Some of the party paid with cash and a few of us paid with our cards. My portion was $28 I crossed off the tip as it was already included and wrote $28 in the total. I checked my bank statement the next day and the charge was $28. When I checked the next day in was $92. I called the restaurant number and kept getting passed around. Finally, they called me back, apologized and credited my account for the $64.00 difference. The waitress decided to give herself a big tip. That day the credit was showing as pending and now it is not reflecting on my card statement at all. Had to call the hotel again, and they were annoyed by this all. DO NOT EAT AT THIS RESTAURANT. I am going to bet this is not the first time they have stolen from customers

  Business Response

  Date: 09/12/2024

  Ms. *****,

  We apologize for any inconvenience you felt that you encountered. As our comptroller informed you during the check split your card was charged for gratuity and your friends were not. Even though it shows pending it doesn't mean it is charged. It was a simple error as to many credit cards were used for the check in the first place. We issued you refund on Monday 9/11/24. Please see attached receipt. Thank you.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22275468
  
  I am rejecting this response because:
  
  Sincerely,
  
  S K

  Customer Answer

  Date: 09/13/2024

  I will settle this when my refund is posted to my account.  It is not yet.

  Customer Answer

  Date: 09/16/2024

  This has been resolved.  My money has been returned

• Initial Complaint

  Date:05/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, this is our second stay at Princess Royale in Oc.We stayed for 3 nights. When we first got there, understaffed & busy. ****** helped us. He was very pleasant. We used the sofa bed , needed another sheet. We caked twice ,no one showed up. I had to go to the front desk on the 2nd night and a woman named ***** or ***** told me that there were some in the closet. I told her that we used the ones in the closet, but we needed extra.( One of the children with us has special needs. He feels calm with an extra blanket. I had to repeat what we needed. She was very unpleasant & unhelpful. I told her we also needed a sheet, she said -again , there's one in the closet. So I asked her if there was a problem and she said no. I Thanked her. A nice woman brought us the bedding. The next night we came in from bluefish restaurant ( we had a great dinner, all in a great mood. )I've been wanting m a cup of the water from the lobby. It had been so busy in the lobby. I did not have a chance to get one . There was no one at the front office and no cups.There was a table there , I opened, I found a cup . So of course that's when ***** came out and Scolded me for taking a cup. I told her I wanted to get a cup of water, she told me the water was shut down.? She said they started shutting it down around 830 or nine, and it wasn't even 8:30 PM yet. So I asked her for a cup, she said you already have one. I finally lost my patience & said please stop Giving me a hard time, please help me when I ask. When I asked her for water cup, she said No! She was very unhelpful. Then another guest walks by with a group of people and tells me I'm being rude. When I tell the other guest, this is my 2nd time with an issue with her,she said well you're being rude. When I looked back over at *****, she was smirking, I asked for her name and she ignored me., and she said dont know who I am. It was a very unpleasant experience to say the least..

  Business Response

  Date: 06/01/2024

  Dear *** *****,

  We were not able to find your reservation with us. We need to confirm that you stayed at the Princess Royale as our records show otherwise. Please provide confirmation number or name that reservation was under. Thank you.

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a room at the Princess Royale through ***********. I had to do 3 separate bookings as we needed to add an extra night and it wouldnt let me extend the stay. I had a booking for July 24th to 25th and a booking July 25th through 28th. I also added a one night booking for the 25th to 26th as my sister was coming down to stay one night with her kids. Upon arrival on July 24th the first room we were put in had an overwhelming chemical smell from the indoor pool. They moved us upon request as I have severe asthma. The second room was infested with mice. When opening the pull out sofa for our children to sleep, mice started scattering everywhere. The room next to us was infested as well. They moved the family in the room next to us but but didnt have a room to move us into. I was informed by *******, the manager, they would refund us for our night we had already checked in for (the booking on the 24th to 25th) as well as the rest of my stay and my sisters one night room. They have canceled the booking I had for the 25th to 28th after many phone calls but have yet to refund for the night of the 24th to 25th and the room for my sister the 25th to 26th. I have called over and over and have been told I need to speak with the reservation manager as she is the only one who can approve the cancellation or refund. I have called over 20 times with no success. *********** has called and emailed without being able to get anyone on the phone. I am very frustrated as we had to spend our vacation spending money on getting a new hotel for the stay. It has ruined our vacation. My wife and I work hard and spend a lot of time away from our kids because of that, this was our week to connect with them and give them the fun they deserve. Because of this hotel, the hopes we had for our children to have a fun relaxing week have been ruined.

  Business Response

  Date: 07/28/2023

  All reservations for ******* ***** has been canceled. No money has been collected by the hotel. Guest needs to reach out to ***********. They booked through third party website and they need to contact them directly. Please see screenshot of empty billing folios - nothing was collected by us. Thank you.

  Customer Answer

  Date: 07/29/2023

  Per *********** Princess Royale Hotel needs to provide written communication to them that the rooms are to be canceled without penalty. I am being charged for the rooms because of the properties inability to speak with *********** or reply to their emails about canceling the other rooms. 

  Business Response

  Date: 07/31/2023

  Please see attached screenshots with approval of your cancelations and refunds. Please go back to *********** to receive your refunds.  Thank you.

• Initial Complaint

  Date:09/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are unable to stay due to the hurricane.
  They were unhelpful and stated they will not refund our 1 night stay for 10/1. I am requesting this be done as a special circumstance because of the hurricane. Thank you
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/01) */
  State of Maryland and Town of Ocean City are not in any state of emergency. We don't have any hurricane warnings or even a flooding warning. Our cancellation policy is 7 days prior to arrival and clearly was stated in your confirmation from Expedia. Unfortunately, we cannot issue you a refund as you are within the cancellation policy.
  
  
  Consumer Response /* (3000, 7, 2022/10/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There was flooding in the inlet area and surrounding streets. I also tried to reschedule which they said was possible, but I was not able to get any answer on how to do that. I would be ok with a reschedule date or voucher for another time.
  
  
  Business Response /* (4000, 9, 2022/10/12) */
  Once again you were within cancellation and changing policy. We suggest you reach out to Expedia as this is how you made your booking and see if they will issue you any future vouchers. Unfortunately, we cannot help much when reservation is made not directly with the hotel.