Stacy K.
Yelp
I expected luxury and instead this place was unsafe, unsanitary, and wildly mismanaged. I am outlining every issue clearly and categorically:
1. Cleanliness & Housekeeping
* Sheets were never changed the entire week.
* The only toiletry provided was shampoo--no conditioner, lotion, body wash, or toothpaste.
* The robe provided had visible stains.
* Trash cabinet outside our room is broken and slams against my legs every time I open it. Despite repeated complaints, it was never fixed. It has severely bruised up my legs, and despite multiple complaints, it still hasn't been repaired.
* Trash regularly piles up outside our room balcony , attracting bugs and the smell from the trash being left open all days smells horrible. There was a noticeable bug problem in and around the room.
* Shared microwave offered as the only heating option was unsanitary for a property of this level.
2. Room Condition & Safety Hazards
* The shower does not drain properly--I slipped and fell, and have had itchy, irritated feet ever since from standing water.
* The hot tub had rocks inside, which caused me to rip off a toenail.
* Alarm clock went off at 4 AM in my today here without reason.
* Elevator doors close with force, posing a safety risk--especially to children.
* Room phone never worked--I was left a handwritten note about it, but never received a solution. Without a working phone, I had no access to room service or emergency communication.
* Sink in the bathroom is so tall my kids couldn't use it.
* Fridge had no freezer compartment.
* The outdoor movie system never worked, and there were no servers or food service available as advertised.
No kid activities offered.
3. Resort Layout Flaws & Family Safety
* Balconies are not private--they connect side-to-side, creating a safety concern for children and zero personal space.
* There is no safe way to exit the property with a stroller--the only sidewalk ramp leads directly into the street without a proper buffer, which is terrifying with small kids.
* Despite advertising beach access, this is not a private beach, just beachfront exposure.
4. Staff Conduct & Professionalism
* I raised serious concerns and was offered a 9:07 PM in-room meeting with a male manager--instead of a daytime or professional office discussion.
As a woman traveling with children, this felt inappropriate, unsafe, and coercive. That alone would have justified a refund.
* I asked multiple times for a formal way to speak with general management--I am still waiting.
* I was told "service unavailable" after sending a detailed written complaint. The lack of response was unacceptable.
* A staff member even ran over my foot with a trash cart, and there was no incident report or follow-up.
5. Security & Grounds
* The resort gate is often left open, allowing unauthorized individuals and even squatters to access the grounds.
* Wristbands are not enforced, so people can walk freely around the resort without being guests.
* Police were seen on site during our stay--no communication was provided as to why.
* There is an exposed electrical panel located next to active sprinklers, which poses a serious fire or shock hazard, especially to children.
Conclusion
This property is not luxury--it is poorly maintained, dangerously designed, and operated with a disturbing lack of accountability. Management failed to offer meaningful solutions or even basic respect for guest safety.
Travelers, especially families, deserve to know the truth about Sandpearl. This is not a resort--it's a liability.