“Our St. Croix experience went from bad to worse - thank you Sugar Beach!”
We stayed at Sugar Beach from July 18-20. We were there on our honeymoon. The weather was terrible, so we decided to come home. It was raining so hard that we could not see to drive! We were told that there was a 3 night minimum, which is standard and we did not have a problem with that. When we arrived on the 18th, it was after hours. we called the after hours number and a security guard met us with the key. He never asked our name, to see identification, all we told him was what suite number we were in. That made us feel VERY secure!!! We stayed in Theatre on the Beach. The suite was very clean, however, the air did not work well at all. Because of the rain, wind, storms, etc., we could not sleep with the windows/doors open. It was muggy and hot in the room the entire time we were there. Becuse of this we could not sleep at all. There was also tons of ants - everywhere - including the beach. The condos were outdated. I would use the term "resort" loosely. There were no activities as one would think at a resort. Also, when booking the room, we used card A to reserve the room. With most places, once you reserve the room, upon checking in they ask how you want to pay (as did the place we are now staying). We planned on paying with card B. Since we never officially checked in, we werent asked how we wanted to pay. We explained this to the lady at the front desk when checking out and she assured us all would be fine. However, it wasn't . They actually charged card A the entire amount and refunded the difference to card B. They should have just released the hold on card A and charged card B the difference. We now have a negative balance on card A because of this. Now instead of enjoying the rest of our honeymoon, my husband is now trying to get this situation taken care of. Thank you Sugar Beach for making our St. Croix experience a miserable. This is a honeymoon we will never forgot!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
31 August 2010
This review makes several good points, and as we apologize for the bother, we are also doing our best to address each and every one of them. Unfortunately, we had a tropical storm that hung over St. Croix for several days during this guests stay. And weather like that is hard on both people, insects - and on air-conditioning units. We totally understood that they wanted to leave, and there was no penalty. (We have even offered them the opportunity to return - hopefully when the weather is better). And once we knew there was an issue with the air-conditioning, it was immediately repaired. As for the issue with the confusion with the credit card, we do apologize. That was definitely our fault, and we will try hard to not make that mistake in the future. At least it is now completely cleared up. The security question is extremely interesting, and as it turns out the major issue for this guest. St. Croix has far fewer tourists than other islands - and we don't have the security issues that plague places on other island and on the mainland. Unfortunately, these guests took our relaxed atmosphere as a lack of control, but nothing could be less true. We knew they were coming, they were welcome guests. And the security guard notified the front desk that they had arrived as expected, so there was no need for the guests to repeat that step. We do apologize for the confusion our relaxed attitude caused however. As for the ants, they clearly were also trying to escape the rain and ant traps were called for - and that solved that problem. While we can not control the weather, and ants are a common problem on all tropical islands - both the air-conditioning and ants in the condo issues would have been resolved immediately had the guests but let us know. But late is better than never, so thank you for letting us know what things needed fixing - and again, we apologize for the inconvenience.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC