Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hotel stay June 19th-23rd The building and grounds are in disrepair including a closed indoor pool and hot tub which I was told there was. The hallways were filthy and trash stayed on the floor the whole time we were there .The room had dirty furniture , a clogged tub drain, a toilet that did not flush properly and clogged three times. smoking marijuana at the pool . No way to call front desk as there was no phone in our room.One roll of toilet paper for three people for 4 nights . We asked for more after waiting in line at the front desk for ****************************************** one roll . I asked for fresh towels and wash cloths and gave her the room number. They were never brought after asking three times. We had to use the same wash cloth and towel for all 4 days!!! cigarettes and marijuana in the rooms , hallways and elevator which exasperated my asthma. I asked hotel staff to say something and they pretty much smirked and said ****** . The secure entrance to our building was broken and the door hung open for just anyone from the street to walk in .My teenage daughter and I witnessed a drug deal in the parking lot! We tried to find a different hotel after the first night .we didnt have enough money or room or credit cards to book something else and everywhere else was either full or simply out of our price range. So we were forced to endure the rest of the stay .

  Business Response

  Date: 07/17/2024

  From reviewing this guest's stay, I see for 4 nights the guest did stay with us at Sandcastle. From looking at the notes for their stay, the guest let us know the room was not what she thought it was. We were sold out that weekend, therefore we did not have another room available to show for an other option. As Sandcastle is an older building and going into a renovation at the end of the year, we understand it is not cosmetically pleasing as other option. But we do our absolute best to accommodate and make our guests as comfortable as possible while enjoying their vacation. For any issues during the stay, guest have multiple ways of reaching out to let us know, and there are signs in the room letting everyone know how to request things desired, and how to call 24 hour service desk. We have security guards through all hours of the night, and day to make sure all guests and staff are safe.  Also, we have gone to great lengths to ensure each room has the necessary items in there (Phone, shower curtain, remotes, chairs, etc..). Each room is checked by a Housekeeping supervisor/manager before any guest can enter the room for the first time. This is to ensure everything is cleaned properly, all appliances and plumbing are working, and make sure it is up to our standards. All managers are updated on this case, and issues they have sent over, to make sure we are doing our due diligence in all areas.  *** services needed after the guest enters the room (Set of dishes, towels, cleaning services, etc.) is all upon request, or they can visit the front desk for immediate needs. 

  For the refund request, I will be denying a full refund request, as the guests did stay the whole stay. However, I will be offering a 50% discount off her rate total for the inconveniences she said she endured. As the pictures shared are mostly cosmetic issues and issues not brought to our attention to begin with, this is the compensation amount I see fit. This compensation will be processed through the third-party used, and they will be notified today. 

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation with the Sandcastle North resort , threw ********* hotel agent, I financed the trip with Affirm on June 3 2024, my reservation was for June 16 2024, I got to the resort on time , but the front desk manager would not check me into the resort , I was told that , my information paid for the trip , but ********* sent another person name as the resorts guest. I told the resort that was my guest at the resort. I call ********* at the resort and explain to them what was happening, The resort manager refused to speak with ********* in the phone , nor did the resort manager was willing to change the name to the correct one which was me , so I was refused to check into the place that I booked with my debit information. I was discriminated against , and I call ********* for two weeks trying to recover the money which paid for the trip , after 5 attempts , the Sandcastle north resort , only refund one day , but I paid for two days which Affrim sent the resort in advance . I was unaware that this Sandcastle North resort has numerous complaints about their customer service at the ********************** front desk, they are extremely rude and arrogant , because they are aware the trips are paid for, and they do their best to discourage you from checking in, I shouldve been able to get a full refund, because I did everything right, ********* and Sandcastle resort tried to place the blame on each other , but the one that looses is me .

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a reservation at Sandcastle Ocean Resort in May. Before confirming our stay, we called Sandcastle Ocean Resort and asked if there would be rooms available on those dates on a lower floor as I am disabled and need a room on a lower floor. I was told that there were a few rooms available on the 4th floor or lower and that shouldn't be an issue. So I proceeded to book this reservation. Upon arrival at hotel, I was told there was no availability on those floors and the only open room was on the 14th floor. I told them I could not stay on a higher level due to my disability and the hotel rep said there was nothing more she could do. Since I was already on vacation with my family we had to go and find another vacancy elsewhere. I made a few phone calls to Sandcastle Ocean Resort but was told I'd need to call back or that I'd need to speak with someone else, etc., nobody was ever able to help get to a resolution. I've tried other phone numbers, and cannot get anyone to contact me back regarding this issue. It appears they have made it very difficult to contact them to resolve an issue, and it seems by design. Reservation number was : XXXXXXXXXXXXXXXXXXXX

• Initial Complaint

  Date:07/05/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We arrived on July 1st and paid in total 1636 dollars. On July 2nd the elevator went down. We were on the 7th floor. I asked to be moved on July 3rd because my mother who is 84 was unable to walk up and down 7 flights of stairs. I was told the manager would get back in touch. Around 8 pm I went back to the staff and ask again about changing rooms and they stated there were none available yet the vacancy sign was on. They said the elevator would be fixed that night. It is now July 4th and my mother still can't leave the room. The front desk kind of smirked and said the dont know when it will be fixed. We have a toddler and a 84 year old so it has been miserable.