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White Sands Resort & Spa

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Reviews White Sands Resort & Spa

White Sands Resort & Spa Reviews (4)

Hello, and thank you for contacting us with this matter I have just spoken to the manager on duty when Mr [redacted] called to cancel She represents that he absolutely knew the cancellation policy when he called to cancel In fact, [redacted] remarked that "It is only days out, and can't we give him his refund." He then asked to split the difference The manager offered to give them a gift certificate in the amount of the deposit so that he can still use the value of the dollar here at the White Sands She explained that the gift card does not expire or depreciate He denied her offer Mr [redacted] has since called and spoke to several of my staff members hoping to find someone who will refund his money We, as you know, are primarily seasonal business and rely on our cancellation policies to insure occupancy We feel that he absolutely knew the policies at time of reservation and cancellation and refused our offer to help him not lose the value to his money Should he change his mind and would like the gift certificate, I would be happy to honor the offer

Complaint: ***
I am rejecting this response because: On July 19th I called the hotel directly and made a reservation with ***'s cardI was not informed over the phone of any cancelation policies from the employee on dutyI paid with his credit card and it was a done deal...they had our moneyThen I cot a confirmation # via emailOn July 24th, *** *** called to cancel the reservation and was only told "that there would be a $cancel fee and that the refund should show up on his credit card on or around the 10th business dayNow...when *** called to question where his refund was in mid-Aug, they told him about a "day" cancelation policy and that yes he would still be refunded and that sometimes it takes the banks a while to process
So on Aug 28/*** spoke to managment, her name was Susie.*** discussed with her that he was within the time frame for a refund (he only knew about this AFTER he called to cancel.)
Furthermore in the responding correspondence from White sands, they claim that they offered him a gift card for the amount of the down paymentFALSE, as I just spoke to *** and he told me they never offered such a thing to him...and if they did, he told me he may have accepted that offerWS is insisting that they offered him that and that *** denied the offerFALSE
At this point we do not want any compensation other than the amount requested credited to his bank within business days If we do not see this credit, we will have no other choice but to contact NJ Atty General and take legal action
Regards,
*** ***

Hello, and thank you for contacting us with this matter.  
I have just spoken to the manager on duty when Mr. [redacted] called to cancel.  She represents that he absolutely knew the cancellation policy when he called to cancel.  In fact, [redacted] remarked that "It is only 9 days...

out, and can't we give him his refund."  He then asked to split the difference.  The manager offered to give them a gift certificate in the amount of the deposit so that he can still use the value of the dollar here at the White Sands.  She explained that the gift card does not expire or depreciate.   He denied her offer.  Mr. [redacted] has since called and spoke to several of my staff members hoping to find someone who will refund his money.  
We, as you know, are primarily seasonal business and rely on our cancellation policies to insure occupancy.  We feel that he absolutely knew the policies at time of reservation and cancellation and refused our offer to help him not lose the value to his money.  Should he change his mind and would like the gift certificate, I would be happy to honor the offer.

Review: The White Sands misrepresented their hotel rooms through advertisement on their website. I booked a room containing a king bed and sofa bed. The room looked welcoming on the website. When we checked in, the room contained imitation hardwood floors that were dirty. The door did not close all the way which allowed for gnats to get in & other insects on the floor. The safe was rusty and the door to it did not close easily. The sheets on the bed only appeared clean but did not feel clean. Because of the dirty floors, we were forced to walk with our shoes on. I called the front desk and asked for a resort room and was told we would have to jump around to different rooms. I declined because of the inconvenience to my [redacted] and [redacted]. No other offer was made. Also, I visited the gym. It was disconcerting to see how old and rusted the equipment is. I used a recumbent bike that did not have straps on the pedals. I lost my footing several times. As a fitness instructor, it was horrifying to see the equipment in such poor conditions. In addition, when we returned from the beach, our room keys did not work and we had to wait for the staff to bring us a new set. Construction was being done to a new pool and the workers were using their equipment very early in the morning which woke us all up. The staff was not overly friendly. They did not seem to care about accommodating their guests. As stated, the room was unsanitary and did not appear like it is shown on the website. The room also contained an old, broken and rusted headboard. Perhaps flood damage was sustained from Hurricane Sandy, however, they should not be renting rooms that are unsafe and unsanitary. It was not a pleasant stay by any means at a rate of $175/night.Desired Settlement: I am seeking a refund of at least half of my total invoice.

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Description: Resorts, Day Spas, Hotels

Address: 1205 Ocean Ave, Pt Pleasant B, New Jersey, United States, 08742

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