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Review from Kimberly B
1 star07/11/2023
ABSOLUTELY TERRIBLE CUSTOMER SERVICE!!! Staying at Sterling sands. Will NEVER be back. We arrived on the 9th around 6pm.. obviously after the chair beach service was closed. Went down the next morning to register. We were told we had to be on the third row because the company policy is one’s who have been at the resort the longest gets first row.. ok.. ( horrible policy, because we paid the same amount of money as everyone else..you might want to consider changing that policy to first come first served on a day by day basis) we got the third row on Monday the 10th. Came down on Tuesday the 11th, and couldn’t find our name on any of the chairs.. finally walked over to the shack to inquire. Our tag was still in the shack( only one, all others were assigned) I asked if we were still on the 3rd row.. of course he said yes, what else did I expect since he had failed to assign our chairs in order. There were 6 chair sets on the front row that were not used all day, btw. I explained to several young men that were working inside the shop that I was unhappy with the policy, I was told that all of the people on the front row checked in on Saturday the 8th… I explained that I had paid the same as everyone else, and should have a chance to be by the water.. they were rude, argumentative and very combative. I was told the owner would arrive at 330, so I came back to speak to the owner at 345..I simply asked if the owner had arrived, and the boys proceeded to tell me that they had not, AND. just what did I hope to accomplish by speaking to the owner , because the owner was going to tell me the same thing they were telling me. At that point I just wanted to tell the owner how rude her employees were, and the customer service was terrible. These employees are disrespectful, worst customer service I have ever experienced. Again, it’s Sterling sands on July 11 2023. I never saw the owner, but hopefully they read this and something changes.DO NOT STAY HERE NOPERSONALCHAIRS BY WATER!Review from Karen D
1 star10/23/2021
Kyle was extremely rude and passive aggressive while staying at a condo on the beach. We had just been asked by the guy behind us if we could move behind them as we were not supposed to have our own chairs and umbrella in front of their paid green ones. News to us as we have been coming here for years. We were about to get up when Kyle approached us and said that we weren't supposed to be where we were and said he would call security if he needed to. He also mentioned that we were on camera via his sunglasses. I told him he didn't need to mention security as that was unnecessary since we were about to move. He kept pushing the issue of bringing security and that we were on camera and just trying to fight with us after we already had told him we were moving. The entire interaction would have been fine had Kyle not been passive aggressive from the get go bringing up security during his second line of wording to us. There are much better ways to handle these situations. We are on vacation and didn't need to have a bad time. Kyle should take a class in customer service. Already read your response to another person below and I expect a similar response. Regardless of people not reading all the policies provided to them while on vacation is irrelevant as things can be handled with better customer service with decency and without threats. There is no excuse for passive aggressive customer service.
Sun, Sand & Sea Beach Service, Inc. Response
10/26/2021
Ms. ***** was sitting literally within a three foot bubble in front of another guest. Ms ***** umbrella was almost touching the other guest's umbrella. The guest informed Ms. ***** about the condo's rules, let alone disrespecting the guest and their personal space. The guest ask Ms. ***** to move and Ms. ***** refused to do so... The guest came to ask the beach attendees to assist with the matter... The employee, Kyle asked Ms. ***** politely to move to an area where the personal equipment is permitted. Ms. ***** then proceeded to say she's an owner and that she has been sitting in front of people for years. Kyle informed ******** as an owner, she should know the rules of the property which are provided by the home owners association every year. She then proceeded to act aggressively to Kyle and continued on to be rude wavying her flip flops in his face in front of the guest who complained. That's when Kyle ask Ms. ***** to move because she still continued to sit persisting that she had rights as an owner and didn't want to move, Kyle had said he has no other recourse but to get security to get them to move. He also informed her there is cameras on the beach and on his glasses approved by the hoa in order to protect himself and the security of the beach. Kyle was doing his job only after the guest informed Ms. ***** to move. Kyle was acting in a professional matter as he always does when trying get customers, or owners to apply to the rules. We get nothing but positive feedback from our guests about our attendent Kyle. We are very sorry Ms. ***** that you were unnerved, and we understand your frustration. We have a job to do, and getting people to apply to the rules is a struggle. We sincerly appreciate your review Ms. ***** as we hope you appreciate our feedback.
Sun Sand and Sea Beach Service.
Kine Regards,
Lead Beach Attendent
Augustine HerreraCustomer Response
10/30/2021
My umbrella was not "almost" touching the other guest's umbrella as I was sitting on the shade behind my umbrella and there was still plenty of space between my chair and the guest. Like I said in my original statement, we were about to get up from our chairs when Kyle showed up. That's not a refusal to move. We literally had just finished our nice conversation with the guest who kindly asked us to move. I also never "waved my flip flops" in front of anyone's face. That's ridiculous and a complete fabrication. Now I know the type of people running this company. Continually repeating "ma'am, ma'am, ma'am, as I was trying to speak to Kyle and him saying "I'm going to call security and "you're on camera" are not things anyone would consider to be "a professional manner." Had he said something like "oh, the guest already spoke to you? Great! We appreciate your cooperation," or "I'll be glad to help you move your things," then we all would have continued about our happy day. This issue was all about Kyle's approach. As you said in your own words. "Getting people to apply to the rules is a struggle." If you ask people to apply to the rules in a respectful and kind manner, you are less likely to have these types of reviews and more likely to have people comply. I think because you expect a struggle from your guests, some of your employees might start the interaction already in a defensive and aggressive tone. I'm not the only one with this type of complaint. This is a pattern that you are able to see online and this is your opportunity to do something about it to better your business and the experience of the guests. It's up to you how you handle it.
Customer Review Rating
1/5stars
Average of 2 Customer Reviews
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