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Island Inn & Suites

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Island Inn & Suites Reviews (3)

On July the guest [redacted] arrived at the island inn & SuitesAbout an hour after check in he did complain about a paper being in his ice bucket, immediately apologized and offered a new ice bucket, He declinedHe also said how clean the bathroom was but the room could use some deep clearingHe said he notices more things ther others since he owns his own cleaning businessoffered to go into the room myself and clean it and he declinedalso offered to switch his room but he declined that as wellOur goal is to ALWAYS do our best to accommodate a guest in every situation, He was a very kind gentlemen and talked to all staff on a daily basisHe said multiple times that its "no big deal" "its cool" "just want to let you guys know" I have multiple employees who can write that statement if neededHe also did not want housekeeping in his room the entire stayHe always came to the front desk for anything he neededHe stated his kids had toys everywhere so it would not be safe to be in the roomWe are located on the water and we are a "buggy" areaIf guests have doors/windows open bugs will get in the roomAlthough none of my staff received complaints from Mr [redacted] about bugsI have looked over the hotel email as well as the General Manager email and did not receive anything from MrVanandeIf so we would have respondedWhile the guest was here he not once requested his money backAs a part of management we would have discounted his first night due to the inconvenience of everything and if he chose to stay there would have been no other discountsIn his statement he said he contacted choice for a refund but they said the hotel is required to handle refundsIn his case his reservation was from a 3rd party ( [redacted] )If he wanted any kind of refund he would have to go through [redacted] and they would have to contact the hotel for approvalNone of that occurredHe also stated breakfast was served 2/days which is not trueBreakfast is served at this hotel EVERYDAY, we have a light continental breakfast which includes waffles, muffins, juice, coffee, tea, water, cereal, and oatmeal, The guest did state we had little options and he would eat elsewhereAgain we all dealt with this guest and had nothing but pleasant conversationsWe would be more than happy to approve [redacted] the refund of the first night for this guest and take 15% of the rest of his full stayUnfortunately cannot approve a refund of the entire stay since the guest did choose to stay the rest of the daysWe are the only hotel on piney point but there are cabins for rent about miles down which are on the waterThere are also numerous hotels within Miles and more so within milesThere were other options for this guest within reasonable distanceI will state again in this case his refunds have to be made through the 3rd party and we will have to give approval.My position at this hotel is Assistant General ManagerMy name is Britney M [redacted]

Thank you for the responseI apologize if I misunderstood the refund process (*** not choice)Essentially, I contacted Choice Hotels because I thought they had some control over this hotel (policy, cleanliness etc...)I was that the hotel would respond to me within hours of filing a complaint with Choice Hotels and that did not happenI have no idea why the hotel did not receive the complaint and I will be following up with Choice Hotels to discuss that topicSecond, there is a website for the hotel and I sent a message through the portal on the website (contact us)So, I'm not sure why the hotel did not receive communications from Choice Hotels or their website.Britney was amazing during my stayThe entire staff was amazingI have ZERO complaints about these individualsWhen I arrived, Britney did offer to clean my room but after a long drive with kids, my wife said NO because it would only add to our stress (first impressions matter)Yes, Britney did offer to replace my ice bucket but once again we were annoyed and did not want to be botheredYes, we did decline room service because the staff made it clear that their housekeeping staff was getting fired and was not doing their jobSowhy would I want people who are getting fired to clean my room? Seems like an odd situationYes, I did mention the bugs to the staff (in conversation and not a complaint)In my mind, I was not going to add to these peoples stressThey were awesome and I figured why argue? Why attempt to get a refund? In the end, I thought they were backed by Choice Hotels and figured I would just contact them because the staff seemed like they did not have much support so why argue with good people? I specifically remember a conversation about breakfast with Britney and she told me that the truck did not come to deliver their suppliesI was not expecting eggs, bacon, sausage etcbut the basics on some days were not providedMany of the older guests at the hotel knew we had kids with us and even asked what the kids were going to eat because there was not muchOnce again, saying a truck did not deliver supplies indicates a lack of supplies so essentially their usual breakfast was not provided (hence why I complained).Yes, there were other options that were not on the water (they were in commercial zones)The cabins she mentioned were disgustingI would not ever park stay in a place like thatIn the end, provide me the 15% discount on my entire stay and refund my entire first nightI will stop complaining to the hotel and will contact Choice Hotels. BRITNEY-you were amazing and I appreciated everything
Regards,
*** ***

On July 24 the guest [redacted] arrived at the island inn & Suites. About an hour after check in he did complain about a paper being in his ice bucket, immediately apologized and offered a new ice bucket, . He declined. He also said how clean the bathroom was but the room could use some...

deep clearing. He said he notices more things ther others since he owns his own cleaning business. offered to go into the room myself and clean it and he declined. also offered to switch his room but he declined that as well. Our goal is to ALWAYS do our best to accommodate a guest in every situation, He was a very kind gentlemen and talked to all staff on a daily basis. He said multiple times that its "no big deal" "its cool" "just want to let you guys know" I have multiple employees who can write that statement if needed. He also did not want housekeeping in his room the entire stay. He always came to the front desk for anything he needed. He stated his kids had toys everywhere so it would not be safe to be in the room. We are located on the water and we are a "buggy" area. If guests have doors/windows open bugs will get in the room. Although none of my staff received complaints from Mr. [redacted] about bugs. I have looked over the hotel email as well as the General Manager email and did not receive anything from Mr. Vanande. If so we would have responded. While the guest was here he not once requested his money back. As a part of management we would have discounted his first night due to the inconvenience of everything and if he chose to stay there would have been no other discounts. In his statement he said he contacted choice for a refund but they said the hotel is required to handle refunds. In his case his reservation was from a 3rd party ([redacted]). If he wanted any kind of refund he would have to go through [redacted] and they would have to contact the hotel for approval. None of that occurred. He also stated breakfast was served 2/4 days which is not true. Breakfast is served at this hotel EVERYDAY, we have a light continental breakfast which includes waffles, muffins, juice, coffee, tea, water, cereal, and oatmeal, The guest did state we had little options and he would eat elsewhere. Again we all dealt with this guest and had nothing but pleasant conversations. We would be more than happy to approve [redacted] the refund of the first night for this guest and take 15% of the rest of his full stay. Unfortunately cannot approve a refund of the entire stay since the guest did choose to stay the rest of the 3 days. We are the only hotel on piney point but there are cabins for rent about 3 miles down which are on the water. There are also numerous hotels within 13 Miles and more so within 15 miles. There were other options for this guest within reasonable distance. I will state again in this case his refunds have to be made through the 3rd party and we will have to give approval.My position at this hotel is Assistant General ManagerMy name is Britney M[redacted]

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Address: 16810 Piney Point Road, Piney Point, Maryland, United States, 20674

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