We booked this hotel after reviewing the positive reviews on trip advisor. This holiday had been planned for a number of months and we decided that we would spend 9 days in Orlando staying at the Hilton Bonnet Creek (excellent) and 5 days in Clearwater staying at the suggested luxurious Sandpearl!. As I Prefer members we have stayed in some very nice hotels and expected the same from the Sandpearl. On arrival we were met by a Receptionist whom was professional however her whole demeanour lacked warmth. She was what my husband would refer to as a 'jobs worth' . We were offered our welcome drinks but no bucket and spade for our youngest child (many reviews refer to this). On walking to our room I commented to my husband that the hallway carpets looked a little worn and could do with a good vacum. We had booked a coastal view room and it was our understanding this was an upgrade on the bay view rooms. On entry the room looked ok, nothing spectacular and dust was very noticeable on the skirting boards, what looked like tomatoe sauce was visible on the curtains but most disconcerting was the terrible marks on the valance to one of the beds in the first instance (coffee and shoe marks). My husband contacted reception and house keeping duly attended and the valance was changed. After unpacking and inspecting the childrens bed further I found coffee marks on the valance to the second bed, as we were about to leave for dinner we decided to inform reception instead. The professional yet extremely unpleasant receptionist was still on duty and i reported the matter to her. I also advised that I was unhappy with the room overall as we had booked an upgrade, emailed the hotel prior to our visit and yet we had a view of the garbage bins and the kitchen fans. She said this was normal and there was nothing she could do as the hotel was fully booked. I asked that she ensure the second bed valance be changed before our return later that evening. On return, the bed valance had not been changed. My husband promptly rang house keeping and we waited 20 minutes (in the meantime I took off the valance myself and placed in the corridor outside of our room). This time the maid and a Manager attended and both were extremely apologetic and the Manager offered my husband a comlimentary breakfast for all of us during our stay. Housekeeping throughout our stay was poor, toiletries not re stocked, sheets never changed (policy is every 3 days and we stayed 4 !). We also found the fact that they left two chocolates each night a little disconcerting as they were 4 guests in the room. The stay did get better and the pool and Tate's Grill offered brilliant, friendly and efficient service. The breakfast was also exceptional and we were looking forward to spending our last evening in the Caretta on the Gulf but unfortunately we had to leave the Sandpearl early. This hotel has a prime position on Clearwater Beach, a lot of time is spent maintaining the pool area, reception and restaurants. However, my perception is that the management have become somewhat complacement and believe guests will just accept the little mishaps that a number of reviewers have mentioned previously. However, that said this hotel most definately needs to address the apparent house keeping issues that many of the recent reiews/photographs mention. It is unfair to say that our stay was not enjoyable as it most definatley was. However, all the little extra's expected from a hotel of this calibre were most definately not visible and in my opion the room charges/resort fee, etc need to be reviewed with this in mind. On check out a charge had been levied on our bill for the apparent complimentary breakfast ! (My husband promptly informed the Receptionist we would not be paying this !!!!). Disappointing.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you very much for taking the time to write a review of your recent stay with us. I was very happy to hear that you were pleased with several areas of your stay however your comments regarding Housekeeping were concerning. We take great pride in our housekeeping processes and it appears that we disappointed you during your stay. For that I am very sorry. Please rest assured that I have spoken with the Housekeeping team and relayed your message.
If you would like to speak personally regarding your stay please feel free to contact me directly at the hotel if you feel it appropriate.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.