TripAdvisor review: The Carousel Hotel

On Friday, November 24, 2023, I booked a room to stay at the Carousel in Ocean City, MD with my 4 grandchildren. At 3am alarms went off. There was a fire in the high rise building. The elevators could not be used and you had to go down the stairs. Evacuating at 3am with children was not an easy task. It was a very cold and windy night and it was miserable. We couldn't go back until the morning to get our things from the room.

I called to ask for a refund, since I did not receive the service I paid for (a place to sleep for the night). I was told by the manager, Candace that I couldn't be refunded because we "didn't HAVE to leave the premises" - suggesting we should have ignored all safety protocal and alarms sounding and stayed in our room? This is crazy, reckless and unacceptable. When I told her this, she said "I don't have to listen to this - have a nice day" and HUNG UP on me! This is a terrible business and hotel with zero customer service. Pay for a night and possibly lose you life in a fire...