Complaints

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dates of trip were April 24th to April 28th. We paid a total of ******* for the trip when everything was said and done. If you review on their site it states they have an all inclusive resort, several spots to eat, along with several amenities. I called a few weeks prior to confirm reservations to make sure everything was in order and was told the kiddie pool, and spa were going to be closed on our arrival however everything else was still available. I was okay with that and still wanted to come as long as everything else was in order. I was told everything else was up and running. This was our first visit. I also asked about transportation and was given a referral- When picked up from referred company there were roaches in the vehicle. We asked to let us out and we got uber for remainder of trip. Upon arrival to resort we were then informed that none of the pools were available and noticed there was heavy construction going on. There were only two buildings open for guests everything else was closed for construction. We were told all food was closed off to us other than a buffet and a food truck on the beach with limited hours. After traveling all day we said we would at least review the resort. We walked around and went to several different rooms, they were dirty and not prepared for guests. This was after 5 pm by this time and decided to stay but asked if they would clean and prepare the room before we went into room. They agreed so we stayed. When we were able to check into room we searched and discovered bugs on the bed. We went back to front to have this evaluated by the manager/ he saw and stated he would have them cleaned. They were cleaned along with bathroom being readdressed as well. We made it to the food truck that was closed after being told it would be open/ had to get someone to reopen for us. Nothing open to us other than two items explained, no room service, wires that were cut and exposed along with garbage/construction piles. I have pictures

  Business response

  06/04/2024

  Hello,

  on 4/3/2024 the guest was contacted and was advised on the ongoing construction and limited amenities, however they decided to keep their reservation.

  On 4/22, we called and left a voicemail for the guest to advise about our pool closures due to unforeseen circumstances. Guest called back asking for a discount for the inconvenience.

  On 4/23 An email was sent to the guest to offer a 20% discount off her total cost of stay, which the guest accepted and the discount  was applied to her folio. The guest was also complimentary upgraded to a Bay View Room and again to a 2-Bedroom Suite.

  After the guest departed the resort, she opened a customer care case and was offered an additional ****** pts to be redeemed at any ******* location.

  Thank you,

  ***************************

  Reservations Manager

  Sandpiper Bay Resort

  Customer response

  06/05/2024

   
  Complaint: 21730173
  
  I am rejecting this response because:
  No one left a voicemail in response to closures. No one told us about all the dining options being closed and the construction closing almost EVERYthing. Its not an all inclusive and cannot be called one with everything that was being done there. The price paid verses what we got was not acceptable. I tried talking to management, but got nowhere. I dont feel this is fair. What we were expecting verses what we got was not worth the money and expectations were high. How does one expect to charge the amount and give nothing promised? Is that how business is allowed to be ran now?  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a reservation with the resort since April of 2023 for 8 rooms from December 27 2023 - January 1 **** being occupied by 31 guests - 16 Adults and 15 Children. On December 19th at about 3 in the afternoon, I received an email that my reservation was cancelled with no solution. I had 3 business days to find alternate accommodation for my party. I did find a resort to stay in, but at a much higher price with fewer amenities than Sandpiper. I immediately filed a complaint with ******* ************* *********************** is a Trademark property) and was led to believe that I could submit my receipts from our new stay and they would reimburse the amount that I paid over my original stay. I have since been told that my case has been closed with no resolution and that I would need to work directly with the property. I have asked the property for reimbursement and have been offered a 5 night stay for 2 people, which is not acceptable because that would incur more charges to travel to the resort and does not solve the problem of reimbursing everyone who had to put out more money. This trip was a celebration of my Mother's 90th birthday which is something that will not happen again. I would appreciate your help in recovering the $17,000.00 that I had to spend, If you require any documentation, I have a complete paper trail of all my receipts and correspondences. I have attached some, but there are over 60 of them.

  Business response

  01/26/2024

  Thank you for sharing your concern. Sandpiper Bay Resort, due to construction delays, had to unexpectedly postpone the planned reopening to ensure the safety of our guests and team members. This resulted in the cancelation of reservations for that time. We provided information on various other resorts in the area that were available and accepting bookings. A full refund was provided for the deposit, and we offered a complimentary, five-night stay for two that could be used up to one year later as a gesture of goodwill. We have copies of the refund, and email communication, also indicating our respectful declination of the clients request to be paid for various spending they engaged in. Thank you.

  Customer response

  01/29/2024

   
  Complaint: 21151720
  
  I am rejecting this response because: I feel that due to the timeline given (3 days) to make a new reservation for the 31 guests is that Sandpiper Bay Resort and Trademark by ******* should reimburse the overage we had to pay in order to have our vacation that was planned a full year in advance. A 5 night stay for 2 people does not compensate for the inconvenience of 31 people.  The trip had to be completed in the time frame due to flights, vacation time, car rentals, and a 90th birthday celebration that does not come around again. This resolution will cause 2 people to incur further charges to get to and from the destination, how do you choose 2 people from the 31 who were to enjoy this vacation. This is unacceptable and the only fair resolution is reimbursement. 
  
  Sincerely,
  
  *********************

  Business response

  02/08/2024

  Thank you for your response. We can offer an alternative solution of a good-will gesture of ******* Wyndham rewards points, so that you may have the flexibility to book another stay at your convenience at one of the many ************** or Resorts, if this better supports your needs. We respectfully and kindly decline your request to pay for your various purchases and the purchases of others. We have provided full refunds of prepayment to any of our guests impacted. If you would like to select points, please respond to the BBB and we will assist with processing the points. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩