Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Resort

Sandcastle Oceanfront Resort South Beach

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Resort.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/29/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to file a formal complaint regarding my recent stay at Sandcastle in Myrtle *********************** South ********* during my birthday vacation. The experience was extremely disappointing and unacceptable given the price and expectations set by your website.Upon arrival, I encountered unprofessional and unresponsive staff. I raised multiple concerns about the room, but they were ignored. I requested to speak with a manager several times, but was continually told she was unavailable and never received a call back.The room itself was in poor condition. The furniture was torn, damaged, and dirty. The pull-out sofa mattress was stained and disgusting. I have photo evidence of these conditions, including the filthy balcony and unclean chairs. When I asked for extra linens and towels, I was told none were ************ make matters worse, the elevators malfunctioned and I was briefly stuck inside. The only accurate feature listed on your website was the ocean view, everything else was misleading.I paid $934.00 for a three-night stay, and the accommodations were subpar. I am requesting a partial refund and a formal response to this complaint. I will sending reviews on all of my socials. I have attached photos and I have a video that is too large to share on this platform.Sincerely,**** ****** Southerland *************]*****************************

  • Initial Complaint

    Date:07/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    car vandilized, daughter almost kidnapped, rude staff that's not legal, dirty rooms, dirty sheets, dirty floors, mold in rooms, etc

  • Initial Complaint

    Date:07/07/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently stayed at Sandcastle oceanfront resort in South ********* Immediately they acted like I didnt have a reservation, even though I booked it months in advance. Finally after figuring it out, we got checked in. The restaurant and bar thats attached to the hotel was never opened. We asked for towels not once, twice, but three times at different times and days to shower. We was refused those, and we had to buy them from ******* to shower. ORGINALLY the hotel stated they was having electrical issues, and thats why the pool, spa, and lazy river (part of the reason I booked here) wasnt working. When in fact it was because someone was found deceased and was not properly cleaned from what ****** has answered me. So basic amenities out the door, and the reason for picking this hotel was also OUT THE DOOR. After trying to get ahold of the manager multiple days and multiple times, the manager has refused any partial refund for any of the mess up. The manager stated he will call me, and infact i have called him multiple times with no answer. Not to mentioned the staff was rude, and one literally laughed in my face when I brought up any concerns. Even after being stuck on the elevator with it not moving, and the help button NOT working to get off on the 15th floor. Not to mention we had to leave the hotel at 2am because the fire department showed. Im simply not asking for a whole refund, but a partial since nothing worked. Nothing was worth it. The bed made me feel like a cave man sleeping on a rock. Also our stove and microwave was decor cause it was taped up like it was about to run away. Didnt work at all. Keep in mind, they didnt call or email us about anything being closed. (I recorded me and the managers conversation but I dont know what the laws are so Im not going to post them publicly but I attached a screenshot showing I have been HAVING this conversation with them for a hot minute!)

  • Initial Complaint

    Date:08/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My family and I were on vacation at this resort and some of my clothes were bleached out in the spa. I have spoken with ********************* about it and he has given me excuse after excuse and so have *********************. This has been going on since March and as a customer I am tired of being lie to. I purchased the items when I was in *******, ** getting my diploma for *************************** a few years ago. As a customer I have been lied to by both of these people. I called today for **** and he is not answering his phone and ***** refuses to call me back. I would appreciate it if you could help me with this situation.

  • Initial Complaint

    Date:11/06/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    September 18, 2023, I went to myrtle ********************** sc, I went late it was around 1:30 am when I checked in, I just walked in and got a room. I paid with my bank debit card, ********** they charged me $665.03 for my room, minus 1 night was free. The lady that night told me that the hotel would refund my bank account $100.00, that was the deposit on the room. The lady quoted me **** business days for it to show ** in my account. I contacted ********** about the return of the $100.00, if it had ever appeared, they said No. The lady said the same thing when I went to checkout, that I would be getting $100.00 back on my card. I've emailed the hotel 5x and I called 1x, I've contacted my bank via email, and still nothing! I have those emails and the date I contacted my bank.

  • Initial Complaint

    Date:09/12/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a 3 night stay at this establishment. This stay was for our 10th wedding anniversary & was 20 hours from our home. The description & photos of this establishment are far from accurate. We were exhausted when we arrived & had to search in a town unfamiliar to us for a last minute change in motels. I have photos that we have taken the day that we arrived. We requested to be put in another room due to the filthy conditions of the room. The other room they put us in was no better than the first room. The refrigerator had puddles of water on every shelf, the refrigerator didn't close, there were dead roaches in the floor & it was just filthy. Literally every wall inside the room & outside the room was filthy! Their marquee at their front entrance when we arrived advertised a tiki bar as did their website & confirmation email to me. There was also no dining room which was also advertised.no was lead to believe that we would have a ground floor room with oceanfront view. We were given a filthy room on the 9th floor & told " your stay is non-refundable even if there is a hurricane"We brought these conditions to the attention of the front desk staff multiple times. Their only response was that they were in the process of new ownership & they were trying to make improvements. They did return 2 days cost of our stay which does not compensate for the cost of our trip, our ruined anniversary, our stress, or the cost of last minute motel stay elsewhere. I would like to see this establishment shut down for their unhygienic conditions, false advertising, & unethical business practices.

  • Initial Complaint

    Date:09/06/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My stay was from September 2nd - 5th 2022 and from the time we got to the resort, there was an extremely strong smell of marijuana/weed. I called the office and was told that they would look into it. This happened repeatedly for the next couple days. 6 times during a 3 night stay did I have to contact the office for the smell of weed. The smell was so strong I could barely breathe inside the room. This complaint was made again and no solution was offered by property management. No offer of a different room was made. Also, when a complaint was again made at checkout, the offer of refunding the property fees was made and applied but after I left the resort, the credit disappeared from my credit card. It appears as if the credit was canceled without consent or notification. This resort showed no sympathy for someone who stayed at their facility with kids and had to endure the poor breathing conditions and smell for the entire stay. A credit was requested and denied by management.

    Customer Answer

    Date: 09/15/2022

    I have not heard from the hotel since this complaint was made to BBB. I would still like a refund or a meaningful adjustment of the full price.

Sandcastle Oceanfront Resort South Beach is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.