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Business Profile

Resort

Sandcastle Oceanfront Resort South Beach

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My family and I were on vacation at this resort and some of my clothes were bleached out in the spa. I have spoken with ********************* about it and he has given me excuse after excuse and so have *********************. This has been going on since March and as a customer I am tired of being lie to. I purchased the items when I was in *******, ** getting my diploma for *************************** a few years ago. As a customer I have been lied to by both of these people. I called today for **** and he is not answering his phone and ***** refuses to call me back. I would appreciate it if you could help me with this situation.

  • Initial Complaint

    Date:11/06/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    September 18, 2023, I went to myrtle ********************** sc, I went late it was around 1:30 am when I checked in, I just walked in and got a room. I paid with my bank debit card, ********** they charged me $665.03 for my room, minus 1 night was free. The lady that night told me that the hotel would refund my bank account $100.00, that was the deposit on the room. The lady quoted me **** business days for it to show ** in my account. I contacted ********** about the return of the $100.00, if it had ever appeared, they said No. The lady said the same thing when I went to checkout, that I would be getting $100.00 back on my card. I've emailed the hotel 5x and I called 1x, I've contacted my bank via email, and still nothing! I have those emails and the date I contacted my bank.

  • Initial Complaint

    Date:09/12/2022

    Type:Product Issues
    Status:
    Unanswered
    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 3 night stay at this establishment. This stay was for our 10th wedding anniversary & was 20 hours from our home. The description & photos of this establishment are far from accurate. We were exhausted when we arrived & had to search in a town unfamiliar to us for a last minute change in motels. I have photos that we have taken the day that we arrived. We requested to be put in another room due to the filthy conditions of the room. The other room they put us in was no better than the first room. The refrigerator had puddles of water on every shelf, the refrigerator didn't close, there were dead roaches in the floor & it was just filthy. Literally every wall inside the room & outside the room was filthy! Their marquee at their front entrance when we arrived advertised a tiki bar as did their website & confirmation email to me. There was also no dining room which was also advertised.no was lead to believe that we would have a ground floor room with oceanfront view. We were given a filthy room on the 9th floor & told " your stay is non-refundable even if there is a hurricane"We brought these conditions to the attention of the front desk staff multiple times. Their only response was that they were in the process of new ownership & they were trying to make improvements. They did return 2 days cost of our stay which does not compensate for the cost of our trip, our ruined anniversary, our stress, or the cost of last minute motel stay elsewhere. I would like to see this establishment shut down for their unhygienic conditions, false advertising, & unethical business practices.

  • Initial Complaint

    Date:09/06/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    My stay was from September 2nd - 5th 2022 and from the time we got to the resort, there was an extremely strong smell of marijuana/weed. I called the office and was told that they would look into it. This happened repeatedly for the next couple days. 6 times during a 3 night stay did I have to contact the office for the smell of weed. The smell was so strong I could barely breathe inside the room. This complaint was made again and no solution was offered by property management. No offer of a different room was made. Also, when a complaint was again made at checkout, the offer of refunding the property fees was made and applied but after I left the resort, the credit disappeared from my credit card. It appears as if the credit was canceled without consent or notification. This resort showed no sympathy for someone who stayed at their facility with kids and had to endure the poor breathing conditions and smell for the entire stay. A credit was requested and denied by management.

    Customer Answer

    Date: 09/15/2022

    I have not heard from the hotel since this complaint was made to BBB. I would still like a refund or a meaningful adjustment of the full price.

  • Initial Complaint

    Date:08/15/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 out stay with Sandcastle Oceanfront from July 18th, 2022-23rd. On the first night their July 18th, 2022 I notice a roach in my bathroom. I went to the front desk to report it where I was told maintenance wouldn't be back until morning and they would send somebody to spray my room. The next day on 7/19 not one person called or came to the room to spray or check. My family and I were trying to make the best out of our vacation after driving 12 hours so we went to the beach and did a few activities around myrtle beach. We came back that evening and as we entered the room a roach was running across the kitchen counter. I preceeded down to the front desk again to ask why maintenance never came and front desk staff said that nothing was ever put into the computer to say I filed a complaint. NOT only did I go to the front desk rhe night before but booking.com also called to let them no we had a problem, so staff failed to document the complaint. So on this second day the staff was very rude told us we could leave if we wanted and asked us to get out of the lobby. They did send maintenance up before we were told we coule leave the property, but once he seen the roach he said "im out of here" and we never seen or heard from them again. We had 10 people with us 5 being children and 2 of the children having disabilities. The staff did not care at all and was very rude and not helpful at all. We had to drive around from 11pm that night until we found another hotel with accommodation for 10 people at 3:15am until check out the next day. This hotel has since been very ignorant and unresponsive when it comes to us complaining and asking for our $3,500 refund. They are refusing to acknowledge they are being ignorant and tried to say we never left. We have the hotel receipts from the other hotels we had to get once we left that night after being told to do so and them not doing anything about the roach infested room.

Sandcastle Oceanfront Resort South Beach is NOT a BBB Accredited Business.

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