I recently sent the following letter to the management at The Sandcastle Resort after being ripped-off and lied to during a recent stay. They have made no attempt to contact me or resolve any of the issues presented. I highly recommend AGAINST staying at this resort - the local Motel 6 or Super 8 seems like a 5-star luxury hotel compared to this place!
My letter is as follows:
Sandcastle Resort
Attn: Manager
1802 North Ocean Boulevard
Myrtle Beach, SC 29577
Dear Sir or Madam:
I am writing about my recent stay at your resort. To say that I am extremely disappointed is an understatement.
I called ahead to reserve an oceanfront room for May 9th through May 11th. Specifically, I had requested a non-smoking room, as I have a medical condition which makes me highly sensitive to smoke. I was told by your reservation agent that the rate for an oceanfront room was only $69; however, there were no non-smoking rooms available for those dates. The only non-smoking option available was an oceanfront suite at a cost of $97. This was agreeable to me, and I gladly paid the difference as I was ensured that the room would be non-smoking.
Upon checking into the hotel and arriving at the ocean-front suite, the first thing I noticed was a huge cigarette burn mark on the bed closest to the entranceway. Walking further into the suite toward the living area, I noticed a used cigarette lighter carelessly left underneath an end table near the sofa indicating that not only was this NOT a non-smoking room, but the room was also not cleaned before our arrival.
I went downstairs to inform the front desk, and was assured that this problem would be taken care of. Also, when at the front desk, I informed your desk agent that one of my two room keys did not work. Without even checking my ID or confirming any information about myself, your representative presented me with a new key to the room number I provided. This lack of security in your hotel made me very uneasy, as it became clear that anyone could obtain a key to my room simply by asking for the room number.
Later that evening while putting sheets on the hide-away bed, I noticed a cigarette burn on one of the sheets, as well as various unidentified stains! Furthermore, when pushing the sofa toward the center of the room to make room for the hide-away bed, there was a used wadded up tissue stuck to the wall!
I left these items as-is and informed the front desk again of what I found. I was told that the maid would remove these items and provide fresh sheets the next day. When the maid did return on Saturday morning, she made up the two beds in the sleeping area, but left the dirty/burned sheets in a heap on the couch, the tissue stuck to the wall, and the cigarette-burned bedspread on one of the beds. It was apparent that she never entered the living area to clean at all.
First of all, I am highly disappointed that I was forced by your reservations agent to pay $97 for a non-smoking room that clearly has been smoked in, and not even cleaned after the last smoker checked out. If your reservations agent had been honest in the beginning, I would have paid $69 for the oceanfront room instead (which was a much more suitable size room for only two people), or most likely I would have chosen a different hotel with an available non-smoking room.
Secondly, I am disgusted at the state I found the room when I arrived, and also that nothing was done to remedy the situation when I brought it to your staffs attention on more than one occasion. Leaving garbage lying around such as cigarette lighters and used tissues, and providing dirty sheets and damaged/burned bedding to your guests is NOT appropriate service for a hotel of any kind, and certainly not one that charges $97 per night.
For your reference, I am enclosing digital photos to back up my claims. I would appreciate being compensated, as the service that I paid for was not provided during my stay. You may reach me at the above postal address, or via email at: xxxxx. I await your reply.
Regards
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