Bay Club Resort by CoolVacay

Front desk staff was very nice. Michelle and Dorthy the rest were awful!! BED BUGS

I’d like to begin by strongly advising against staying at Bay Club Resort (302 32nd St, Ocean City, MD 21842). My family and I booked a two-bedroom, two-bathroom unit at Bay Club Resort for our annual cheer competition weekend (February 27 – March 1). We arrived on Friday around 3:00 PM but spent very little time in the room that evening, as we went out and later used the pool facilities. We then showered and went to bed because we had an early morning. On Saturday morning, my younger sister woke up with multiple bites on her body. Concerned, she called my husband into the room. After removing the bedding, he found several bed bugs. He secured two of them in a sealed plastic bag and brought them directly to the front desk. The front desk associates, Michelle and Dorothy, contacted a manager, who instructed them to inform us that we would receive a full refund. We were told to contact Booking.com and have them send an email request so the hotel could approve the refund. Although we were offered another room, we declined due to the circumstances. We then had to secure alternate accommodations and visit a laundromat to ensure we did not bring any pests home. Later that day, I contacted Booking.com and was told they would email both the property and me regarding the refund. By Sunday, I had not received any updates, so I called again. This time, I was connected with a representative from Cool Vacay through Booking.com. She informed me that there was no record of my previous call and that no email had been sent to the property. She asked me to provide photos of my sister’s bites and the bed bug found in the room so she could initiate the claim that should have already been filed. I promptly sent the requested photos and was told I would be contacted once the refund was approved. After receiving no updates on Monday or Tuesday, I followed up again on Wednesday. I was told someone would get back to me. Shortly after, I received a message through Booking.

How clean it was .

Nothing bad to say .

The location was great.

The pictures kept falling off the walls. No drink coasters. Barely any kitchen utensils or pots and pans to cook meals.

They were very polite. Fixed the tv box the first day we were there. Saved us some money, so we could stay another night!

The only complaint was the pool was very cold, but hopefully they will make it warmer next time!

Great indoor pool, and the rooms are spacious and comfortable. And they were clean when we got there. The staff was also incredibly friendly and helpful as always! All in all, I have no real complaints.

Honestly, there wasn't much. The only real issue that we had was that one of the kitchen utensils wasn't as clean as we would have preferred. But that's the only thing I can think of that has to do with the facility/staff themselves.

The place was roomy, and comfy. Everything was in good repair. I like that the kitchen was stocked with everything we needed. And there was a laundry room too!

The master bedroom mattress needs replaced it's lumpy.

Location only

We have stayed here for years. Over the past 10 years we watched ownership changes and adjusted, the lack of rules being unforced is sad, we had a family below us with a dog on a lead that reached the dock and witnessed multiple people scared of the aggressive nature of the dog chase them off, meanwhile the management staff was next door to their unit. The overwhelming amount of smoke and weed being smoked on balcony’s is unacceptable. As per the policy that we found it dictated there is a $250 fine for smoking on the balcony that is clearly not enforced. This is a repeat problem that is continuing to worsen due to the lack of enforcement. No one should have to worry about their child inhaling the smoke from others due to the neglect of management to enforce their own rules. The personal use from patrons not staying on site using the dock and property for their own leisure is sickening for what the bay club is charging. We watched countless people come and go with animals and people using the facilities and ultimately it’s disrespectful to the people who payed an outrageous amount of money to stay there and not enjoy it privately. The next topic is the cleaning of the property we found broken beer bottles stuck to the floor, flys and insects coming from the sink, the balcony was sticky and disgusting. The place has dropped drastically in the past 5 years. Not to mention the leaking sink and the dust from the HVAC. We travelled with an infant and the air quality and cleanliness is a huge issue. The next topic was the staff lacking the ability to speak English- I am understanding of everyone and their need for work but there should be some level of ability to interact with patrons. And, most staff had a generally rude disposition. Staff did a walk around tour of property and I heard “what is this” (reference to the lead of the dog) and the response was “it’s not bothering anyone”.