OWNERS/OPERATORS OF THIS MOTEL ARE UNPROFESSIONAL AND DETACHED. In previous posts you will see mention of a window air conditioner unit exploding – well it was in my room (No. 207) on Wednesday, July 19, 2023 at approximately 1:30 p.m. with my 3 year old grandson napping in the bed directly under the unit and my 11 year old granddaughter in the front room. The blast was heard around the motel and well onto the beach. As my family ran from the pool area to the upstairs room, I passed the owner/manager, Melanie, who instead of running up the stairs with us, chose to make a right and head the other way. We arrived in the room to find my grandson covered in black pieces of debris, obviously shaken and in tears. The unit blew out toward the alley, thank God, but the lower frame of the vent was hanging off the unit and the top plastic for the controls was lying on the bed where my grandson was sleeping. There were black pieces of debris all over my bed. Photos are attached. After attending to my grandson, I waited around the motel to see when the owners/managers would seek me out to discuss the explosion in my room. It DID NOT happen, rather my daughter and I had to go to the office, hours later, and wait for Melanie to come to the front. She was aloof and claimed to be sick, but mentioned that she sent her daughter to help the maintenance man with cleaning my bed and replacing the ac unit in her stead. I suppose she was waiting for me to be thankful. SHE DID NOT ASK HOW MY GRANDSON WAS, NOR DID SHE APOLOGIZE FOR OUR HAVING EXPERIENCED AN EXPLOSION IN OUR ROOM. She did say that she wouldn’t want to sleep under an air conditioner like that right over the bed – no joke – my daughter and I both looked at each other is total disgust. I told her I wanted an Incident Report and then had to explain to her what an incident report actually was. The next day was our check-out day and prior to leaving I saw Melanie walking near the pool area and I yelled to her that I wanted my Incident Report, she referred me to the office where her husband was sitting waiting in his chair behind the front desk. While Melanie was aloof when confronted about this incident, William was contemptuous. He claimed to not have an incident report for me because HE wasn’t there and didn’t know the facts. He wanted me to write my version of the incident and handed me the backside of a junk mail envelope. Clearly, he found this event insignificant. HE DID NOT ASK HOW MY GRANDSON WAS, NOR DID HE APOLOGIZE FOR OUR HAVING EXPERIENCED AN EXPLOSION IN OUR ROOM – HE DID REFERENCE A FAULTY AIR CONDITIONER UNIT AND MENTIONED THAT IF MY GRANDSON HAD HEARING LOSS WE PROBABLY WOULD KNOW BY NOW. When I received his report it stated “The customer reported an air conditioner breaking in their room. There was a loud noise when the ac failed causing some water to spray from the unit… some water sprayed on the child.” I regret not calling the police/fire department to have documented a true Incident Report, but I have learned my lesson on that. Oh, as others mentioned, while our air conditioner unit was exploding in our room, the maintenance man was in the next room fixing a GAS LEAK and that is why he was immediately on site. The room was cleaned and a new unit was in the window in record time. I could go on, there were many other troublesome experiences during our week-long stay, but I think the reviews of prior guests bring them to surface. I would like to add, though, that the management’s response to the negative reviews posted by dissatisfied guests is always that their statements are defamatory. I would like to inform them that A TRUE STATEMENT IS NOT CONSIDERED DEFAMATION. You need to take accountability for your business and acknowledge that you were negligent with respect to your ownership, maintenance, repair and inspection of your premises. Your guests should be your first concern, your culpability should not be an issue. Your lack of concern for my grandson’s condition speaks volumes as to your character. For those who care, we are still monitoring my grandson for hearing loss and trauma.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.