We were very disappointed in our stay at Sand Dunes. We booked this hotel through a sporting event our son was playing at and should have known it would not be up to our standards. The property is a typical beach hotel, poor service, marginally clean rooms and the occasional cockroach. We would never stay at this property again.

Working in hotels for over 17 years as a GM, I feel it is my obligation to share with you our group experience during our stay. I sent the hotel managers the same comments in a 4 pages letter which he did not reply back to me yet.

Prior to our arrivals: I called requesting three cribs and an early check in, as we knew that will be arriving in the early hours in the morning after 10 hours road trip. I was told by your reservationist that the early check in part would not be guaranteed which I expected to hear.

Unfortunately the trip from New Jersey took 16 hours instead of 10 due to a mechanical problem with one of the cars, which made it very difficult on our part especially with four kids aged from four to two years old; this made the need for us to rest more crucial even if we had to pay an additional fee. We arrived at the hotel at 1:00 pm and I was told by the desk clerk that the room is not ready and she can pre check us in, which I would have

accepted her answer if she attempted to check the computer system to confirm the status of the room or if she contacted Housekeeping, however she took the shortest cut to get us of her face with ZERO efforts leaving us not alternatives but to ask for the sales manager who booked us to get help in order to push the process, which with her kindness was able to won us over and we went for lunch as she suggested promising us to follow up on the process of getting the room ready and contacting us upon cleaning it. Which indeed she did contacting us on my cell as promised.

Upon checking into the room (1810) not to mind the dated soft goods; we were stunned by the view and the kitchen amenities provided, which again made us forgot all the challenges we faced throughout the trip; we even forgave not having the cribs and we felt bad requesting them.

The first night went okay, our true challenges started from the 2nd night when one member requested a heater at 12:30 am (odd request in July, but it is a request), she was told by APRIL that we do not have no one to deliver it however she will put a request for the AM shift to send it…One would think, if a guest needs a heater late at night they need it now and some kind of extra efforts needs to take place to get it, or maybe offer alternatives such an extra blankets!!!! But not with April!!

The 3rd day we left in the early morning assuming we will have the heater by the time we return to the room in the afternoon as we were promised by April, however no heater in the room!!!! So we gave up on our request assuming it was an unlikely to have one handy in July.

We left for dinner and we decided to split after that as my wife and her friend were tired and wanted to go back to the room, so they took off with the kids and the rest of the group went out. At approximately 12:30 am I received a phone call from my wife screaming “COCKROACH, COCKROACH in the bathroom, come kill it”; I knew that my wife has phobia from insects however what I did not know that her friend also had phobia which caused both of them to be in extreme panic and nervousness. I asked my wife to call the operator to request for someone to come up and spry the room and of course our friend April responded with the same pathetic answer “No one is available; I will send someone in the morning to spry the room. My wife asked her: what should I do with this cockroach? The response was: KILL IT YOURSELF!!! My wife hang up the phone, and I asked her and her friend to be as much calm as possible as they could not leave the room because the babies. I left the rest of the party drove 20 minutes back to the hotel to

kill the cockroach. As entered the room, I found my wife and her friend both are sweating setting all the way in the corner in the living room. I killed the roach and I assured them everything is okay to bring some comfort, however they did not sleep a second that night.

I went in the morning to discuss our challenges with your Front Office Manager Cassandra which she did justify the heater issue was unavailable to due to fire regulation, which I accepted however it would have been ideal for your staff to know that instead of given empty promises, she also promised that she will have housekeeping spray the room and will get back to me with what she will do to compensate us for the time I wasted last night. I gave her my cell phone number (check you front desk log book) and I left. I waited all day, but she failed to deliver by not contacting me back. We return to the room not knowing if the room was sprayed or not, we trusted the fact it was, we went to sleep. Our luck, I get woken up by one of our group member’s voice screaming “cockroach on the bed next to the baby”. We gotten up again knowing your staff are useless and unsupportive so I kill the roach and the ladies decided to throw out all food items away and empty all bags to make sure it is clear. Another night with no sleep and an over $150 worth of food thrown in the garbage

In the morning, I went to the desk looking for Cassandra to give her the update on the recent events and I was told she is in your sister property so I asked to be contacted, which they called and she some how informed them to give me a credit of $40. At this time I felt I have insulted and offended , yet I did not response or raise my voice as it is not my style, but asked for her to come and see me in person. Which she did (after 20 minutes of waiting in your lobby). I shared with her the 2nd episode in clammily manor and she said since the reservation was made through you, she will have to discuss it with you, however you were unavailable and you will be in on Monday, she will get back to me. I gave her my cell number as well as my office number, and I asked for her business card or an e-mail address, she said that she does not have one!!!! That was Sunday the 20th of July, We checked out and we left making it home safe.

I felt the need to give her couple days to speak to the manger and get back to me with the resolution, but once again no calls were made to me so I called and she simply passed on her failure to you claiming that the manager were the one who should contacted me back.

Good hotel for the price and location.Bathroom needs to be cleaned. Sauna, Jacuzzi and inside pool we found out on the last day when we were leaving.

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This was our third year at the Sand Dunes for our bike week vacation. Our room was great - but last year we had a washer and dryer in our room and this year we did not. We missed that feature. At Check In the woman at the front desk was NOT...

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it's not the hilton, but we had a really good time. the pools and waterpark are great for the kids. our room was clean and the maid came by and cleaned and left towels each day. the staff was helpful and courteous. it is an older hotel and some...

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From Check-in this was a horrible experience. Urine soaked bed from previous residents and we were expected to stay in the room. Once we finally got them to issue another room, they gave us keys to an occupied room. People were in the bed sleeping...

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The waterpark is great! The breakfast is great and River City Caf?s great too! Our room had a lot of room was good w/a little wear. The service is terrible. They charged us a different rate than was quoted. We talked to the manager; he said he would ...

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Nice hotel with lots of stuff for the kids to do, great view, good size room. Could have been a little cleaner though. Overall WONDERFUL experience, will go...

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I enjoyed my stay at the hotel, all was very good. No one received the deposit fee back as stipulated in the contract with the group that put on the meeting. Although it was after season and they said they normally clean the rooms at that time and that was why they opened it to greyhounds, the said they were keeping the deposits for cleaning even if people did not have dogs or had no accidents whatsoever.

I chose this place because of its central location to the golf courses we were playing and the price.