I emailed the Sanctuary Resort 3 times to get further information on a condo and of the 2 that I received back (after asking the same question 3 times), I was told that I needed to call the office to receive details. Since I am working overseas at the moment, this is a bit harder for me due to the time difference and long distance calls. However I agreed to call the office.
Once I called the office that handles reservations at the Sanctuary Resort to request information regarding the specials and to book a place to stay. Since I saw a very similar place go for cheaper last week, I asked the lady on the line if it was possible that the one I was interested in would take the same price. She immediately said "sure, I think that's completely reasonable" and agreed to call the owner to see if he/she agreed. I was told by a local that negotiations were possible, especially if you saw the same condo go for a lower price.
After speaking to the owner and getting back on the line with me, she proceeded to tell me that she would not call another owner for me as that one was not willing to take the price she agreed was reasonable. She then yelled to me that the owners were not into making my vacation affordable, but that they were there to make money and she wouldn't look into any other condos that I was interested in. I was unable to get a word in since she started fussing at me. I listened to her fuss for a bit before I eventually had to hang up trying to tell her I was no longer interested (who knows if she heard me since I couldn't get a word in).
Once trying to book (through the website since the customer service over the phone was horrible), I was told that they would charge me a $50 fee to use my credit card and that I needed to overnight a money order so that I would not be charged an additional fee. It is illegal the way that Sanctuary Resort is charging a "convenience fee" to use your credit card. If you contact Visa or MasterCard, either one, Sanctuary Resort is not allowed to charge this fee and can be revoked of their merchants license to use Visa and MasterCard (Discover is a bit more lenient on their rules of what merchants can charge to their customers). Therefore, anyone who is trying to book here, I would suggest to demand not to pay this $50 fee and hopefully Sanctuary Resort will act to revoke it altogether.
So.... I think this is a nice place to stay, but I am completely unwilling to try to stay there or ever plan a relaxing vacation if I have to deal with this lack of customer service.
- Official Description (provided by the hotel):
- Paradise Found... Rising majestically from the pristine sands of the Sandbridge Beach section of Virginia Beach. This is Virginia's Outer Banks, which has unspoiled coastlines and awe-inspiring sunsets. The Sanctuary Realty's luxury oceanfront resort offers vacation condos with designer decor and state-of-the-art amenities. Visit the Sanctuary at False Cape, where you can take a morning run along the coast, bask in the sun's glorious rays by one of three sparkling pools, or stroll on your own oceanfront boardwalk. So much to do... dine on delicious seafood, shop at world class stores, play a round of championship golf, enjoy a night on the town, deep sea or surf fish, or tour Back Bay. Whatever you desire, the Sanctuary Realty condos have it all! We hope to see you soon. ... more less
- Also Known As:
- Sanctuary Resort At False Cape Hotel Virginia Beach