Sugar Sands Beachfront Hotel — Hotel in Alys Beach

This was the worst stay that we have experienced. To begin, this hotel has the WORST parking lot. Don’t risk your nice car lol because they also mention they are not liable for any damages to your vehicle in the parking lot because they know it’s terrible. Be prepared to spend 5-10 mins every time you want to exit when it is full (there are also a few spots that have massive metal plates below that make it almost impossible to park on top of it, so it’s better to just suck it up and park across the street). Secondly, the hotel was supposed to notify us via text when the room was ready, but they failed to do so. We eventually just drove back to the hotel to talk to the front desk an hour later. When we finally walk into the hotel room, it is nothing like the picture. It was just completely different (and if we had known what the room would actually look like, we would not have booked it). I understand that we were placed in the older building (there are two buildings. One newer which I assume is the one depicted, and one that is older and literally so trash). Next, there was a $300 hold which is normal for a hotel. This covers potential damages, fines, etc. But a $15 resort fee per night? What resort? My definition of resort is nice, clean, and accommodating. There was no hand soap and no sponge to clean the dishes. The walls were paper thin (woke up to Zach Bryan at 9 am bumping through the wall, chairs scraping, people talking, doors slamming, etc). The WiFi didn’t work for THE ENTIRE WEEK we unfortunately were here. The AC didn’t work either??? The HOT WATER DIDNT WORK FOR 5/6 DAYS (they literally sent out a text saying they fixed it the day before we left). I’m not an incredibly needy person so my partner and I made the best of the situation. BUT. I am so pressed about the cleaning. We were told that the third day of our booking to expect the hotel to change our linens, take the trash, and replace the towels in the bathroom. For us, this should have happened on Wednesday. We even scheduled it to happen around 3 pm to make sure to be out of their way. It didn’t. Confused, I walked into the front office to ask what happened and for extra towels because we still need to shower. They only said that sometimes the staff doesn’t get to all the rooms scheduled on that day but that they would take care of us the next day (Thursday) around 3 pm. Okay??? So we wait for the next day and IT STILL DIDNT HAPPEN. We go ask the front desk AGAIN. They say it will happen the next day (Friday) and guess what… it didn’t. Super disappointed and no superficial apology/explanation will do anything until the hotel itself does first. The same copy/paste “we understand and that is not the experience we want to give so we have shared your feedback with our team/management” is so fake. Then why did I just see a review from almost 4 months ago with the same complaints, yet NOTHING has been done? Also saw some review where the hotel deflected the blame instead of taking responsibility which I thought was bonkers. Summary: nice beach access, but you easily can find beach access somewhere much nicer tbh. Shame on us for trusting pictures and forgetting to look at the...

NOT FAMILY FRIENDLY, NOT PROPERLY MANAGED, NO CUSTOMER SERVICE, NOT A RESORT We stayed at Sugar Sands By The Sea for over 45 years for our annual family reunion. We will not be back after our experience this year. When booking the room and paying in full for our week reunion, we were assured that the requested rooms would be honored since we paid in advance for the week. This was not true - when I arrived with my sister, her room was not honored as Lindsey had said. After 1 hour on the phone with the 1-888 number we secured the correct requested room on the bottom floor for her. The clerk, LaToya needs to receive some training because you do not address people at check-in as "honey", but then she was in such a hurry to leave, maybe she didn't think and left her co-worker Amanda to deal with the us and several others that were upset with the property. Check in was 4pm - the rooms were not ready until 5:45pm. Since my family was not arriving until later in the week, I checked on my room number and was told by Amanda that the room number was correct in the system and I would have the bottom room requested. This was another lie. When I checked in on Wednesday, our room had been given away. Apparently after speaking with the group that was in the room that was promised to us, we found out they were charged double what we were. Talk about greedy - they were paid in full prior to my arrival and now since they could price gouge, they rented my room for more and placed us on the third floor. Utterly ridiculous. Overall our family had 10 rooms booked and only 3 were honored. To my disgust, a young man exposed himself at the gazebo with several small children around. IT IS PET FRIENDLY - they have a huge RAT that has a home in the left corner of the gazebo. The balcony railings are a hazard, pipes leak, showers leak, thus producing mold issues. They allow people to smoke marijuana on the balconies (but you can't smoke a tobacco cigarette). No rugs, sand everywhere and rooms are half cleaned when you arrive and every other day, they may ask if you need housekeeping at 7pm at night. If a cheap, overly priced rent by the night, rodent infested hotel is where you want to stay, then this is the place for you. No manager onsite, and when he (Fabricio) does make an impromptu appearance, he lies and disappears never to be heard from again. Upper management (Missy and Sandy) have never been to the property and do not know anything. Thanks By the Sea Resorts for ruining memories of a place that was once perfect for families like ours. WE WILL NOT BE BACK and neither will our family which consists of approximately 65 people, so, By the Sea Resorts, you may want to figure up...

To Start out we had difficulty with the key cards. We had to have them replaced three times before the finally worked.

Pass the entrance the room was very dated! The carpets where dirty looking. We kept shoes on the whole time. When we walked across the time you could see black shoe prints.

The balcony door didn’t lock we reported it. Initially they said I’ll call maintenance. Second call to find out how long it would be because we wanted to leave and had our belongings in the room and we where told oh he is coming from home you don’t have to stay. (We where on the second story anyone could climb to break into a room.) and hour or so later we headed out knowing they had no intentions on fixing it. I stopped and complained. The front seat went to the back and got some woman I assume “maintenance” she asked to take a look at it. She came to our room and said I’ll send an email and put a ticket in on it but it won’t get fixed tonight. (Thank god I didn’t have a toddler.) We checked out today still not fixed by the way

First night in the room I opened a drawer in the kitchen and dead roach. (Ok he is dead is what I told myself) well I lay down and my husband grabbed a shoe and killed a live one.

Already knowing the desk isn’t going to be help my husband and I went got boric acid and cotton balls in an attempt to keep roaches out of our ears and out of our personal belongings.

I went to take pictures to do this review and the dead roach I confirmed was dead was gone. How?

On check out day dead roach found in the tub and I’m pretty sure our neighbor had the same issue with roaches because I heard a scream and some pounding on the wall then nothing. As we where walking out I found a roach walking down the stair case walls apparently he had enough of that place also.

Finally the pool and deck are dirty. My son wanted to go swimming I refused to get in and made him get out. One kid kept clearing her throat and spitting like a grown man in the pool.

Multiple attempts made to contact corporate kept getting sent to voice mail. I finally asked the lady who kept transferring me how she would feel about the situation. She transferred me to a different manager. Still got the run around they called me back. I was offering 20% back on my bill or a discount at a different resort they own. I chose the 20% back but let’s be real I could care less my vacation was violated. My money wasted! My husband and I didn’t sleep well because we kept thinking something was crawling on us.

Stay away from this place. They don’t care about you they just want your money. A super 8 would have been better as a matter fact on our way we stayed at one and it was 1000...