Sun 'N Sand Lodge

Company states "I do not have a check in date. He came in at 12 12-30 and the person at the front desk told him that the check in time is 2:00. He filled out the paperwork. So he parked his car in the parking lot. They were using the beach. At 3:30 - 4 oclock he came to get the key. So they gave him...

a key and everything was fine. At about 9:30PM he came into the office and he said the is not happy with the room. He wanted to check out. We told him that use the room for four hours. Our policy we can give you a refund for the second night and he booked for two nights. Two rooms, one for two nights. Thursday and Friday. The second room was only for one night. We told him the second room for the second night we can give a refund. Not both nights and both rooms. By law you are to come back in twenty minutes to receive a refund. The next the day I went to the hotel and I opened both of the room. There were a lot of crumbs in the carpet. I have pictures."

Review: We booked 2 rooms to stay, one for the night of 7/10/14 ($129/night) and the other for two nights on 7/10/14 ($129) and 7/11/14 ($189) at the Sun-N-Sand Lodge in Kings Beach Lake Tahoe. Upon Arrival we were told that check in was at 2pm. My family (4 kids under 7 and a 2month old) spent the rest of the day at the beach. Approximately 3:30 to 4pm we got our keys. The manager states that our room does not lock automatically and that we needed to swipe the key to lock it. Upon entering the rooms, the odor was very strong, mold in the corners of the walls, window did not lock, the carpets dingy, and the furniture looked like it was found in a garage sale, no soap, no toilet paper. When we took the bed covers off, Huge ants were crawling all over (got a video of it all). When I complained, the Manager said "You live in the woods" then sprayed RAID outside the door. The last straw was when my pregnant wife was taking a shower and the shower head fell off and hit her on the head. The managers answer "we can put it back on." Our stay was brief just to change our clothes and got out of there. We spent 30 minutes tops in those rooms and proceded to dinner while trying to find other accomodations. Luckily we did, unfortunately we can only spend one night due to all rooms booked for Friday night 7/11/14. When trying to cancel our reservation due to uninhabitable conditions, the rule of if you stay for more than 4 hours in the room you have to pay the full price. The owner [redacted] was not understanding to what was happening. He just wanted his money. So we just left. There was no point in trying to argue with conniving person.Desired Settlement: I would like for Mr. [redacted], the owner of the Sun-N-Sand Lodge to fully refund my $491.70. He should be ashamed of himself for requiring people to pay for that type of housing/Lodging.

Business

Response:

Company states "I do not have a check in date. He came in at 12 12-30 and the person at the front desk told him that the check in time is 2:00. He filled out the paperwork. So he parked his car in the parking lot. They were using the beach. At 3:30 - 4 oclock he came to get the key. So they gave him a key and everything was fine. At about 9:30PM he came into the office and he said the is not happy with the room. He wanted to check out. We told him that use the room for four hours. Our policy we can give you a refund for the second night and he booked for two nights. Two rooms, one for two nights. Thursday and Friday. The second room was only for one night. We told him the second room for the second night we can give a refund. Not both nights and both rooms. By law you are to come back in twenty minutes to receive a refund. The next the day I went to the hotel and I opened both of the room. There were a lot of crumbs in the carpet. I have pictures."

Consumer

Response:

At approximately 12:00pm on 7/10/2014 we arrived at the SunNSand Lodge, we were greeted by the manager. We were told that check-in was not until 2:00pm. We proceeded to go to the beach and spend most of the day there. At 4:30 to 5:00pm we were able to get our keys and enter the rooms. Upon entering the room, we noticed the conditions of the rooms and decided to get another room somewhere else. The problem was, it was difficult and needed time to find it. In the meantime my family needed to at least take a shower and change to get something to eat. The conditions of the room was uninhabitable and I would not subject my family to such filth as noted. I initially went to the front office to complain but no one was there. I was able to get help with getting toilet paper and showing them the ants in the bed, which they gladly sprayed RAID in the door seals. Hastily getting changed we left the room for dinner around 6:15pm. We went to dinner at the Sunnyside Restaurant and Lodge. My family had dinner and called all the hotels we could think of around the area to accommodate us for 2 nights with no avail. The only thing we could find was the Ferrari Crown for only one night due to them being booked for Friday 7/11/2014. We gladly took that and opted for just one night stay in Lake Tahoe. We did need to check in before 10:00pm at the Farrari Crown due to the office closing. Approximately 9:15pm 7/10/14; we got our stuff out of the rooms at the SunNSand Lodge, had my mom check us in at the Ferrari Crown while trying to reasonably complain to the manager and owner of the SunNSand. They proceeded to tell me the rule of "if you stay in the room for 4 hours, then you have to pay for the room for the night." This was unacceptable, Their filthy and unsafe rooms were atrocious. How can a business with good business morals allow rooms to be dirty and expect people to pay, let alone stay? Luckily we were able to find a room for the night at the Farrari Crown. It was night and day difference at the Farrari Crown compaired to the SunNSands. The room smelled fresh, the linens were clean, the doors locked properly, floors vacuumed, walls without mold, showers were clean, towels were white, toiletries like soap shampoo available, no pests/insects, curtains hung, and refrigerator worked for the same price if not cheaper. When telling our story to the Ferrari Crown manager (Miguel), they were apologetic and sympathetic to our situation and need. They actually stated that business is good for the Ferrari Crown due to all the guests leaving the SunNSands and opting for the Ferrari Crown. Upon our relief of the Farrari Crown, we decided to take the kids to ice cream at the Log Cabin Caffe at 9:50pm, they closed at 10:00pm allowing us to purchase ice cream. So their statement about us leaving at 12:00 midnight is false. I am also in the process of getting all receipts from the Farrari Crown and Sunnyside restaurant. In addition, they charged me for Friday night 7/11/14 on the morning of 7/11/14… I know this because I called my bank to complain. They noticed that my card had already been charged for both Thursday (7/10) and Friday (7/11) night. Please dont let them get away with this robbery. I should be fully refunded of the $491.70 they stole from me and my family.