I have tried to contact this business not only at the time of service but on two other occasions. No response either time I have a letter that was faxed to the company's business owner home fax line. I have also contacted the BBB, which the company decided not to respond to them as well. The problem was with our stay at The Sands Resort. Our 2nd year anniversary was spent in a resort with holes in the walls, oven that 3 out of 4 burners that didn't work, and wrong sized beds that were stated in reservation call
The following is the exact letter that I sent to them, the day we came home form our anniversary. Please take the time to read this letter it explains how this resort is ran.
Where to begin? There was an issue with our stay at The Sand's Resort. The problem is that it was less than perfect and that is an understatement.
It started on the Friday the 15th when my husband called to make reservations for Saturday the 16th and Sunday the 17th, for our 2nd year anniversary. He was told that there was only one room available that would accommodate 3 adults and a 2 year old. The lady said that the room had 2 bedrooms, with queen beds and a jetted tub. For $159.00 tax per night with a two nights stay minimum, being that Oceans Shores was completely booked, we decided to reserve that room.
We arrived around 7:30 pm, checked-in and went to the room. Immediately we noticed that the beds in the rooms were not queens, they were full size beds. My husband then called the office to notify them. He was told that he was given the wrong information, from the assistant manager, who booked our room. He was given two options, either to check out and receive a refund, or we could wait until the manager arrived around 9:00 am the next morning. Knowing that Ocean Shores had no vacancy because we had already called almost every lodging facility in Ocean Shores on the 15th, when we made the reservations, we decided to stay. (After a 2 hour drive!)
While staying in room #525, waiting to talk to the manager, we noticed a few more things wrong with the room. There wasn't a jetted tub, and there were several holes in the walls and doors. We started to make dinner, (which was pork steaks, potatoes, and corn) so we had 2 pans, (because there wasn't a big enough pan to fit 3 pork steaks) and 2 pots on the stove. After a moment we realized that 3 out of 4 burners didn't work. So now we had to cook a full meal with one working burner. Meanwhile, we figured we'd try to bake our potatoes, since the burners wouldn't work. We went to open the oven door and the handle fell off one side. Most of our dinner was cold by time everything was cooked.
The following morning, my husband went to talk to the manager. She made an offer to give us a different room with an ocean view, which was more expensive, for the 2nd night, for the same price as the room we booked. We then waited until the room was cleaned, 6 hours later. We looked at the room that she wanted to offer and weren't impressed, due to it not having an ocean view like she said it did and decided to completely check out. The guy at the front desk was going to give a full refund for both nights; however the general manager, Roberta Null, told him not to.
Does this sound like the person that should be in charge of a resort? The customer service and accommodations provided during our stay were inexcusable. Do you see the less than perfect stay we had for our 2nd year anniversary?
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