ComplaintsforSandy Beach Resort

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented a condo at this resort for March 20 to March 25.We rented it through VRBO and the management is actually Vacasa Property Management and Marketing. All the photos looked good through a lens...but upon arrival the place smelled so bad of mold that we couldn't even stand it. The bedrooms were nothing but dirty mattresses with no linen like they pictured and said. Worst of all it was filthy carpet and black mold everywhere, especially in the bathroom. This is very concerning knowing this could be a dangerous health concern once inhaled.. VRBO would not respond to me at all. We left and tried to contact them several times. We finally got a call from Vacasa that said the room was clean. We were not going to keep my kids in that environment. We drove 16 hours to get there. I obviously would like some restitution. I recently read all the reviews and everyone complained about the black mold. The total was $1.102.24. Property ID XXXXXXX

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/04/14) */ *****, I am very sorry this happened to you and your family. This page is the Sandy Beach Resort Onsite Rental Management Company's. Vacasa manages this unit entirely independent of us. We understand this is confusing for our customer's and suggest you book through us next time. While I cannot provide a refund, which is what you are owed by Vacasa, I can offer you an additional refund should you like to return to one of the units that we manage. You may want to check into their BBB Page. Let us know if we can further assist you. Thanks, SBR Management Consumer Response /* (3000, 7, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would never stay at your resort. I should at least get a refund for fees and cleaning fees especially since we didn't even stay. The entire building needs to be cleaned for mold and I hope the health department gets involved.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  First off, they moved us from one room to another room because our first room had a bad leak in it and we put all of our bags of clothes and expensive shoes on the floor before we knew it was wet and it ruined all of our clothes and shoes. So we had to go buy more and wash/try to fix the clothes and shoes. But they moved us to the last room they had available and it also had a bad leak. The kitchen, living room, half of a bedroom and the hall way was flooded completely. Since it was the last room and it was Labor Day so no other hotels had vacancy's, we had to stay in the room with it leaking. We had towels all over the floor and had to keep washing towels because they were getting soaked. Our daughter ran into the room when we first got there and fell twice and hit her head on the tile floor. At the end of our stay, there was no manager here and said we had to wait until that evening to talk to him. So we had no room cause check out is at 11 and we had to wait for him. Worst stay ever

  Business response

  11/07/2021

  Business Response /* (1000, 5, 2021/09/14) */ We received a complaint from the guest about wet carpet. They were booked into a 1 bedroom standard suite. We upgraded the guests to a 3 bedroom condo at no extra cost, in which there were zero issues with the upgraded room. Guest stayed all 5 nights with zero complaints in new room. A refund was given of $320 for the wet carpet/wet clothes. We feel that this amount is well beyond fair for the issues. We never saw any evidence of ruined clothes or shoes. Consumer Response /* (3000, 7, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, This is Brandon, the guy that got the room at the hotel. Okay for one, we did complain and they moved us to another room and then we called down again and told them that room was worse and they told us they did not have another room available for us and of course it was Labor Day so not one vacancy at Myrtle beach. And I want to mention this as well, one of the janitors told me that he didn't know why they kept putting folks in them two rooms because they had a leak in them so I wasn't the only person they had put in the leaky rooms. I just happen to be the one that got to the hotel later than everyone else I guess and got the two bad rooms that had leaks. Okay for two, I asked you if you wanted to see my damaged belongings Mr. T*** and you plainly said no and I told you I had pictures as well on my phone of my daughters bruised up head from falling not once but two times on that wet floor. I'm not satisfied with how T*** handled this at all very unprofessional was cursing at us in the office and I have my wife as a witness and I also had someone else on the phone listening to the conversation as well. He gave us $320 which was 1/4 of what we paid for that room and what he gave us does not cover even one pair of my shoes that got messed up. 2 pair of my shoes got messed up the clothes was all washed besides one pair of my nice pants. But I'm not even worried about all that really. I just want a full refund for having to stay in a smelly/musky and wet room that we couldn't even walk around in without shoes on because the whole hotel room was pretty much soaken wet. Our whole vacation was pretty much ruined we had to keep our daughter locked in a room pretty much after she fell so it wouldn't happen again and I had to go buy new clothes and it was just the worse vacation ever and if they don't handle this a little more professional, im going to take this to the next level and speak with an attorney about my belongings and my daughters injuries and our vacation being ruined that was supposed to be a memorial vacation because we were having pictures made down there with family and couldn't because our clothes got ruined & it was just terrible. I'm hoping we can resolve this without us having to go any further.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩