We too had been staying Memorial Day weekend at the Sands, during which time we also had to complain to management about the noise and partying late into the hours of the night. Security had to go, but the noise persisted quite late still.

The walls are thin. There is no insulation not just between rooms but also under our first room’s front door at 5104. This led to an issue of several insects and then a small gecko/lizzard entering during our second night stay. We dealt with the insects the first night, but the lizzard? No.

This understandably is unacceptable, especially when paying inflated holiday weekend pricing at $1200 for this 2 night stay in what is supposed to be a “4 star” hotel.

I mention this room specifically bc there is currently a non-insulated area under the doors that management needs to fix immediately since this is a ground floor room.

We asked for a room change.
Management sent the housekeeper.
The housekeeper entered the room. We explained the situation to her. She did not search the room but stood in the kitchenette area then left since she anticipated we were switching rooms.
The night manager working on 5/29/21 called back to tell me the housekeeper told him we refused to let her in.**
( Count1: ** Either the housekeeper or manager is being dishonest in this situation. At this point I frankly do not care who, but this needs to be documented for review).
We asked to switch rooms.
The night manager condescended me to say “TCI has small bugs and that this is not supposed to be a big deal.”
I demanded this was unacceptable and requested room transfer or a refund as I was ready to transition to a different resort.
He said there were no available rooms** but needed to speak to his higher up.
He called back to say there was another room available...
(Count 2: ** why say there are no rooms when there are? The housekeeper simply needed to prepare the room. Again ee do not care at this point, but it must be documented )

We switched rooms to 2202 at 10:30pm. It was significantly better. Quieter. Cleaner. A few things missing from 5104 were notes to be present such as a DND door hanger sign and a bag of makeup remover wipes. I’m not sure why these basic amenities were missing from the first room.

I appreciate that we had the opportunity to change rooms. It was the best possible thing that we experienced here and saved us an extra $500-1000 to avoid transferring somewhere else for the night. What’s hard is that most vacationers can’t afford to transfer to a different resort or pay transfer fees in a whim.

A professional and hospitable resort of good standing should understand this by going out of their way to accommodate guests. If you have rooms available, MAKE THE TRANSFER WORK. EVEN IF YOU HAVE TO MAKE YOUR HOUSEKEEPING STAFF WORK. Families are paying so, so much money. Traveling during covid19 is so exceedingly challenging as it is. Have some decency and appreciation for the guests who are supporting you.

I’m reading the post below and the response from the representative, which frankly, is quite upsetting. When the hotel or representative is defensive as noted below, it is quite clear the status of service one will receive from staying at such a basic facility in a tourist (and lizzard) infested area.

Our stay at the sister resort at the Palms from 5/24-5/28 was the opposite experience. It was clean and truly 4-5 star. The only reason we stayed at the Sands was to extend our tome in TCI as occupancy was limited at the Palms. What’s shocking is that we payed similar only slightly higher prices to stay at the Palms whose level of class and service was night and day compared to the Sands.

To travelers who understand hotel rating, you will quickly find this is a 2.5-3 star hotel upon physical experience of the grounds, rooms/amenities, and service, which is clearly used to dealing with a young, loud, rough, and party-prone guest population.

If and when management reads this and the service representative wants to post a response commenting in defense of the resort, please don’t.

If my spouse and I retorted to our patients the way the Sands does to their guests, we would be reported to the medical board and lose our licenses.

No thank you.

We are currently staying at the sands resort and we could not be more disappointed with our stay. We were up last night until 3 am because our neighboring room was having a party. Our room has an adjoining door to their room that is so poorly insulated that we can everything as if we’re staying with them. We had to call the front desk over 5 times to go to their room to shut down whatever party they were having. At some point the security desk person told us “what is it that you want me to do?”. We went to the front desk this morning and explained the situation of what happened. We told them we’re on vacation to enjoy our time and sleep in, and this was absolute torture to hear screaming and banging until 3 am. They were not even the slight bit apologetic. They said they’ve never had this issue before with their rooms. We then to be transferred to a different room but apparently they’re completely booked. They have 2 sister properties on the island that they refused to look into unless we pay to be transferred there. We then asked for a refund for last night and we’re told we have to wait until someone in charge can get back to us. The rooms in general are very old and so poorly maintained. The restaurant is okay, takes a very very long time to get your food, then you get it cold. We wish we had stayed somewhere else, we were really looking forward to our vacation here.