4/10 Poor
Darnell, Massachusetts
Travelled with family, Travelled with family and small children
3 Oct 2019
Liked: Cleanliness, amenities
Disliked: Staff & service, property conditions & facilities
Many of the rooms for various different hotels in the area are often marked with different names, which imply it is a separate property, though this is misleading. Unfortunately, Sandcastles, where I have stayed previously, practices this. Though the room is called "Sandy Shores", this "property" is just another room at Sandcastles Hotel. If like myself you have problems, this becomes a deal breaking detail. The first day in this room, we had no hot water. This was eventually sorted out, but unprofessional nonetheless. The second day was definitely the deal breaker, as power was lost to the entire block we were staying. Power was loss around noon, and wasn't restored until after 8 pm. Prior to this, I spoke with the front desk about the inconvenience, and that as we had an infant, being without electricity for this many hours was unacceptable. They offered to bring us some hot water to help with care of the child, but advised though they couldn't give an exact time for when power would be restored, "promised" it would be back later that night. I advised the only fix is to switch rooms/blocks, but was informed this a "private" property, and is not managed by Sandcastles, thus they cannot modify the reservation. This blew my mind, as nowhere in the listing is this mentioned. This is a critical detail, and should be disclosed. I reached out to Expedia, whom began the room switch process, but the power came back during the call, so no changes were made. This practice should stop.
Darnell
Stayed 3 nights in Sep 2019