Complaints

This profile includes complaints for Sandcastle Resort and Club, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sandcastle Resort and Club, Inc. has 2 locations, listed below.

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  Sandcastle Resort and Club, Inc.

  929 Commercial St Provincetown, MA 02657-1743

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  Sandcastle Resort and Club, Inc.

  PO Box 576 Provincetown, MA 02657-0576

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:08/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 room at the Sandcastle Resort through Booking.com in May. We paid ****** for 2 nights. On the website for the "studio room," they have pictures of a galley kitchen, coffee table, and terrace. We arrived at 3:30 pm And we were told that our room was on the first-floor room 404 about five rooms down the hall from the main desk we walked to the room and even before putting our suitcases inside we were overcome by a strong smell of cigarette smoke I immediately walked back to the front desk and the concierge came back with me and agreed and apologized and said it must be another room but this is a non-smoking hotel we then opened the door to the room and I went back to the front desk to share my concern about the picture of the room on the website and what we walked into. The young girl at the front desk turned to the manager who told me it was my problem it was the room I picked, and it was nothing they were going to do about it what would. And went back to the room and there was no terrace there was a window that opened about 8 inches and outside again the wall was a pile of pallets with cinder blocks and *****(photo). We then opened the ****** bed which was visibly dusty and found dirt behind the bed close to where are pillows were. There was no coffee table, no kitchen bar area, the refrigerator had rust(photo) and there was mildew on the ceiling. I went back to the front desk and they were dismissive I told them I was filing a complaint. I have 6 emails from the owners of the property that are not helpful, they did not care about our issues nor did they try to rectify them. I filed a complaint with booking.com and they said the owners refused to refund, even though we left the next day and went home because we couldnt stay there. I looked at YELP and we are not alone in our assessment of this awful service and accommodation. Please help us if you can. Thank you

  Business Response

  Date: 08/21/2022

  This guest complained upon arrival that she booked a different type of room. She claimed the hallway smelled of smoke. We checked her reservation and she did reserve the Studio without a balcony and requested the ground floor. The hallway did not smell like smoke when we received her email. She continued to threaten us with BBB, the board of health in ************ and bad reviews on Yelp, Booking.com etc and small claims court if we didnt refund her. The guest decided to leave the property the 2nd day after 7:30pm when the festivities of Carnival were done. She wanted a free upgrade which was impossible due to the fact we had no other units available. We will not be issuing a refund. The unit was as stated on Booking.com site. This guest wanted something different than what she booked and looked for anything she could to complain about. The marks on the ceiling were dicoloration and dust above the kitchen cabinets. The refrigerator has some rust on the outside which didnt stop it from working. We are a bayside Resort and all metal rusts here dur to the salt. 
  

  Customer Answer

  Date: 08/21/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  Hello,
  
  To begin: The pictures of your studio condo on your website are the not the same in person. You opted to take a photo of a studio with a galley kitchen, balcony and coffee table. I did not choose: the wrong option as there was no option except for a studio. Booking.com admitted that in speaking to you that you were going to correct the misrepresentation of your accommodations.I know have that in writing from booking.com.
  The smell of smoke was Confirmed by your employee and if you look on YELP, you over 45 1-2 star rating stating the rooms smell,the halls smell like smoke and the rooms are visibly dirty so I am not alone in that.
  I took photos of the dirt, do not act like it is because of weather or salt air because no other places we have stayed that are actually on the ocean in ***** have the rust and mildew you have.
  We did leave at 7pm Saturday night but we still paid for 2 nights, a rate of 410 dollars a night that is comparable to suites on the ocean in *****. We had no where else to go the first night we tried calling the Breakwater and *************
  The bottom line is you have a note in the room saying for all guest to immediately report anything that is not up to standard we did that and you never apologized, offered to correct it or even came to our room. You were dismissive in your email responses.
  
  Again as a consumer I have the right to utilize agencies to report my issues. These are not threats they are my right. I am going to small claims I have started the timeline and printed all correspondence including YELP and Priceline reviews. If I was the only one then you might have a point but how can over 100 strangers all have the same comments about smell, dirt and misrepresentation of photos?
  You caused us stress and my spouse became ill the first night as I stated to the young lady at the front desk that she is allergic to mold and cigarette smoke. We did not spend one minute in that inhabitable room that we did not have too. We literally stayed on the street and restaurants so avoid going back. Then left our vacation early.

  
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 08/22/2022

  I have attached pictures and description of Standard Studio and Standard Studio with Balcony from booking.com website. I have also attached the booking from the guest for a standard studio from booking.com. Both show pictures of each unit, only difference is one has a balcony, no differences in the kitchens etc. The rooms are as stated in the site, however the general manager has decided to issue a refund for the 2nd night of $410.88.