We booked out Vacation on March 22, 2012 for 4 families staying in 2x 2 bedroom suites for the arrival date of 8/3. Party consists of 4 familes which includes 2 kids under 14, 2 more at 4yo and an infant, 7mo old. We were caravanning from Chicago, and arrived on 8/3 around 7p. It was a long and tiring 16 hr drive. When we arrived, the check in process took forever because they only have 1 person running the counter, and many othere were waiting with varies problems and concerns. After we finally checked in and settled in, hauling all luggage to the 3rd floor of the villas, we realized that the 1 room did not have any electricity. It was really hot, and was time to put our infant down for the night. We called the front desk from the working room, and they said they will send someone to look at it. 2 workers came by and checked the fuse panel and said they will be right back because they don’t know what the issue is. After the long wait, and crying kids, we decided to walk down to the front desk and speak with the manager, Mr Steve Madert. We came to find that the power was out because the owner did not pay his electricity bill. REALLY? We booked this 5 months ago!!! We were really upset, and had no where to go. Mr Madert than told us that they are completely booked and offered to put us somewhere temporarily until he can figure things out for tomorrow. I told him that this is really hard because we have a lot of luggage and necessities for the kids/ infants and this would be a REALLY inconvenient step for us. He said that this is what it is and he will do all he can the next day to make it right. He was really nice that night and told us that come tomorrow, (Sun 8/4) half the resort was checking out, and that he would put us in his “nicest suites” and I quote. That night, was a nightmare because we stayed at a single unit with my inlaws who were forced to sleep on the pull out sofa after our 16hr drive. We did not get any sleep that night. We couldn’t fully unpack, because we were moving, and the other party didn’t unpack either because Mr Madert assured us that we would be moving to their “nicest suites” the following night.
Next day, we came down to the front desk at 12p as agreed the previous night. Mr Madert was no where to be found. We spend a lot of time looking for him and then asked staff to get a hold of him. After doing so on the phone, Mr Madert was VERY RUDE on the phone and said that he found us another 2 bedroom suite in the same villa we were supposed to stay at. This room was also not very close to our other party. We asked him what about our agreement and the “nicest sweet” ? he said “It is what it is, and this conversation is over” and that was the end of our conversation. I was really upset! We lost this night, and still had not unpacked and losing time. We wanted to go to the beach, and get food, and crying kids, and no where to go! It was horrific. We then went to the front desk and asked if they have any rooms that are closer together, and were told that they only had 3 bedroom suites available. After consideration, we each paid $600 ($1200) total to upgrade to the 2x 3bd suites that were close to each other in the tower.. we finally settled in mid afternoon, and tried to enjoy the rest of our vacation. We then tried to setup a meeting with Mrs Sandra Alltop to go over this issue. She was never around, and the only minute I caught her, she said that she has our information and will see what she can do. Most our correspondences were via email. On 8/14, Mrs Alltop informed me that there is no other compensation than the 50% of first night that was provided. I said that this is unacceptable, and not only do I NOT see ANY refund done on their part to this day, That is NOT acceptable for the horrific service we received; and in additional, not as promised.
I opened a case with BBB, and Ms Alltop lied to them as well, and was simply ignoring my response by stating that Sand Dunes stands behind the decision that has been made. which basically means they DO NOT WANT YOUR BUSINESS!! STAY AWAY!!!
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- Also Known As:
- Sand Dunes Resort And Spa
- Sand Dunes Hotel Myrtle Beach
- Sand Dunes Myrtle Beach
- Myrtle Beach Sand Dunes Resort