TripAdvisor traveler ratingbased on 1685 reviews
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General policies & fine print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
Room taxes are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating1685 reviews
Amazing place to go to!
The place is old but it has a character! It will remind you of the old Florida. Rooms are clean. Beds are clean and fresh. Refrigerator, microwave and coffee maker provided. Beach is fantastic! Clean and welcoming. This resort has the largest beachfront space compere to the rest of the hotels/resorts on the key so people are not sitting on top of each other. Pools are very clean. This resort will not be there very soon since it was purchased by big chain corporation. Take advantage of it now! Trust me they have THE BEST LOCATION! If you are not planning to stay in the room and neat pick on how old it is, this resort is the place to go to! And I don't know why people complain about staff, EVERYONE I came in contact with been FANTASTIC!
So Sad, it was great many years !ago
We have been staying at the resort since the early 80's and back then is was owned by infamous leona Hemsley. As a result, this property was imanculanty maintained, and she even had her own suite! Now, the property is so tired and need of a complete renovation. Everything is so dirty and unkept. So sad!
Despicable customer service
I have stayed at this hotel for the last 10 years, and had a vacation planned there again at the end of this month. However due to the corona virus outbreak, that is no longer a reality. The run around I received from customer service staff here in regards to a refund I was promised a week ago has been a joke. I was hung up on twice, transferred to a FULL mailbox of the general manager to leave a voicemail which ended in being disconnected, told from 2 different customer service reps that I would be getting a refund and then when it wasn’t received I was told they just changed their policy. And to top it off, when I explained that I have several different auto-immune diseases and that due to the medication I’m on my immune system is compromised and was told by my rheumatologist I should not be traveling, the customer service rep I spoke to said “that’s not my fault”. Furthermore, I booked this trip with my mother...she was refunded her money, but I have been told I will not me. As I’m aware the circumstances that the world is in right now is nobody’s “fault”, I would expect a little more compassion and flexibility from a hotel whom no doubt has insurance for situations like this. I on the other hand can not afford to lose $1,800. The money I’m going to be out now is one thing (definitely a big thing), but what’s even more disheartening is the treatment I received from the Sandcastle staff...especially when other hotels and airlines have been so accommodating to guests during this time.
What a Great Place!
From other reviews I read , yes the property is old and in need of some repair. But it is absolutely spotless and clean . The staff can’t do enough for you and the food was terrific. Will visit again.
A bit of a shock--and I'm not that picky
I am a seasoned traveler. I stay in budget hotels as well as three star, and an occasional four star, I like to know what I'm paying for, so I look at the pictures of the place before I book. The pictures of the Sandcastle Resort rooms did not prepare me for what they put me in. If I had paid $80 per night--not the $265 I paid--I would have been Ok with it., But to think I am OK staying in a dark, old, shabby room with no heat on the cold days in Florida at $250 a pop mis not OK with me. No safety lock; no in room microwave--I had to ask for one and we could barely find a place to out it in the small room. Beds hard, not much cushion in the mattress. I really was a bit shocked when I unlocked the door and walked in to the room. A warning if you stay here: tell them you to not want a dark dingy room with the only window facing the parking garage. Buyer beware,.