Sandcastle Oceanfront Resort South Beach

We arrived at the hotel around 2:30pm. On the way into the lobby I saw someone storming out. I thought to myself this is not a good sign. I got to the front desk and sure enough there were no rooms ready. The associate checked me in, gave me a room assignment, and asked me to return in an hour. I left the hotel to make a 3pm meeting. I returned at 5pm to a lobby full of unhappy faces. The place looked like an airport terminal where all of the fights were just cancelled. I went back to the front desk to find out that my room still was not ready. At that point I went to my car and called Hotels.com to see if they could find somewhere else for me to stay. Unfortunately, all of the hotels in the area were sold out. Hotels.com called the management of Sandcastle who said that my room was being cleaned and would by ready shortly. I waited another 30 min and went back into the lobby. Once again my room was not ready. This time I noticed that some of the guests were receiving their room keys. I told the desk agent that I would take whatever was available now. She told me that she could not change my room assignment. I finally left in disgust and went to dinner. I didn't actually get into my room until after 8pm. In my professional life I have spent 100s of nights in hotels. This only the 2nd time that I have had to leave a truly bad review. The people who run this hotel do it with the same level of quality and service as the staff at a DMV.

Our late check-in went smoothly. Not sure what the hotel policy is on towels, but our room was an executive suite which accomodated 6 people. We booked for 5 people, but only got 4 sets of towels . I had sets of my own, so I improvised, although aggravated. We left for the day, came back and our room had not been serviced. So when we went down to the indoor pool, I stopped by the front desk to ask if we needed to request room service She said that housekeeping was still making rounds - mind you, there was a lobby full of people who's rooms were not ready. I requested only towels and was told I would get only 4 sets brought to the room. We returned from the pool at about 8pm-still no towels. Called front desk and housekeeping brought up 5 sets. The kitchen was nice, but the sofa bed had a paper-thin mattress, no extra linens, and was missing hardware which made one side fall apart. There was also a protruding metal rod underneath the couch when we pulled it out and stains on the sofa cushions. There was no floor covering behind the murphy bed, so the concrete floor showed, which looked dusty and dirty as if no one cleaned behind there in a while. Overall, our stay was okay, but when we come back to MB, this hotel will not be my first booking choice.

Worst place by far have ever stayed. WORST customer service. Management uncaring, unhelpful. First room dirty , broken couch,dirty table and someone else’s food in refrigerator and dried who knows what on front of fridge. After refusing to stay in that room newnroon had stained sheets that were never changed even upon request, toilet leaked and flooded bathroom. Would not accommodate with another room. No remote control for TVs and xlothejsnwere stolen bybhousekeeping. Another customer also filed police report for stolen clothing. Management and staff are rude, unhelpful and uncaring. Don’t waste your money. Steer clear of this place. Every person we came into contact with had multiple complaints that went unresolved

I spent a lot of time in the heated pools and jacuzzi hot tubs. Loved being close to the beach, watching free movies with my family, and having a kitchen in the room. I will definitely stay there again and recommend that hotel to my friends and family.

The hotel was extremely outdated and the room smelled awful. The microwave did not work, the lock was broken, and the door was very hard to open.