Flagship Resort review: Poor customer service 1

To whom it may concern,

I am writing to report my unpleasant experience this past weekend during my stay at Flagships resort. It all started when I arrived at the hotel to check in. The main lobby was packed with guests waiting to check in around 4 pm or so. One of the front desk clerks shouted that there are staff in the VIP guest check-in that can help with guest check-in. I and 2 other people who were in the back of the line ran to VIP check in.

Behind the counter were two clerks (a white lady and a young indian young man). The lady ahead of me was taken care of by the white lady and the young man stood there for a good minute before his eyes immediately went to the white lady behind me and he asked her if he could help her. As a black person, I'm no stranger to being treated like a second class citizen. I didn't make a scene but when I was able to get the young man's attention, I asked him why he had overlooked me and took care of the lady behind me and never made eye contact with me nor asked if I needed any help.

His response was that he assumed that I was with the black lady who was in front of me. I let him that it was not right to make such an assumption. At the very least, he could have asked if we were together. After the black lady in front of me was checked in, the white lady went ahead and checked me into my room. The young man later apologized for the misunderstanding. I let him know that he just needs to do better and that he should learn to treat everyone with dignity.

When I arrived at my room, I thought it was unusual that the door was left open. I nevertheless proceeded to settle in and put my bags away. Shortly thereafter, I got in my car and left the hotel to rejoin my family at Ocean City beach. I was traveling with my daughters, one of whom had just turned 8 and the other was turning 21 that week. We returned to the hotel around 10 pm. My oldest daughter was preparing to go to sleep on the pull out couch when she noticed that it had no cover. We thoroughly searched the room and could not find any sheets or blankets. I called the front desk and requested that a couple sheets and blankets be sent to our room. I was told that they did not have any sheets or blankets and that they were being washed and they would send some up in an hour or so.

An hour went by and we did not get any sheets or blankets, so I decided to go speak with the front desk attendant myself. There were 2 young ladies at the front desk at that time. They told me that they had no blankets and that it would be 2 hours before I would be able to get a blanket. At this point, it was after 11 pm. I was shocked at her suggestions that I should stay up till 1 am in order to get a blanket. I asked her if she could at least give me some sheets. She went to the back room and came back with a couple blankets. I asked her if I could get some extra sheets to stay warm since she didn't have any blankets. She told me she was only allowed to give me two sheets.

I ended up letting my daughters take the comforter that was in the master bedroom. I had a very uncomfortable night of sleep that evening sleeping in a very cold room with just a sheet. I woke up the next day with a very bad migraine. The next day, I asked every housekeeper that I came across to please put an extra blanket in my room. We went about our day on Sunday and still no blanket was provided. It was now after 8 so I decided to go back to the front desk. I must admit the front desk attendants, at that point, were more pleasant and attentive than anybody that I had helped me during my stay at the hotel. She would later have someone bring up a bag with sheets and a blanket.

I thought I was going to have a better night of sleep but that did not happen as there was this constant rattling sound coming from the bedroom vent (I have a videotape of the sound coming from the vent). I am a professional man and manage a department of healthcare professionals. I set standards for my staff and they are expected to provide our patients with the best care and make customer service our highest priority. Flagships resort is a beautiful hotel and the accommodations were more than satisfactory, but it was not a welcoming place in my experience. There were less than a handful of staff members that I found to be friendly and helpful.

My sister is an owner at Flagships resort and thought that I would have a pleasant stay as I celebrated my daughters' birthdays. I'm a timeshare owner with Holiday Inn vacation resorts and my experience with them has always been positive. I am available to discuss this matter with any member of management.

Please feel free to reach out to me via email or at [protected]

Thank you,

Ron Charles

Former guest in room 1908