Sands At Grace Bay

The beach is amazing!

This was my wife and I first trip to Turks & Caicos. We will return because the beaches are beautiful but we will choose another resort. The day we arrived it was 4:30pm, local time, and we had made reservations for an Ocean View Suite. The room that was given to us at first was not an Ocean View it was a Garden View. Then the front desk told us they would put us in another room but it would not be ready for a while. When I asked how long, they could not give me any idea on the time frame. So, we had a late lunch at Hemingway’s the resort restaurant. The food okay but their service was horrible. A hour and a half had past and we went back to the front desk to check and see if our room was ready. The front desk could not provide me any answers. The front desk staff was extremely unorganized. The staff had misplaced our paperwork for the room in the hour and a half that we were having lunch and waiting for our room. After 30 minutes of two front desk staff members frantically working to check in additional guest and find our paperwork we finally head to the room. Atthis point it approximately 3 and half hours later. Prior to leaving the front desk my wife ask “does the building have an elevator?” The staff tells us “yes”. Once we arrived at the building where our room is located we learned from the bell man that the elevator is out of order. My wife is still recovering from a broken knee cap and our room is on the 3rd floor. The bell man told us the elevator was supposed to repaired the following day. Well it was not and I had go and speak to the manager the following morning. The manager went to speak to the maintenance team. Here is where the story hits a all time shocker for me!! When the manager returns she walks two feet in front of me and straight into her office and closes the door. She never acknowledged me. The front desk staff went into her office and asked the details. When the front desk clerk returned I was told it would be repaired on Saturday, it is Wednesday morning. Then I am offered another room (this our 3rd room in three days). I take it because it is on the ground floor but no ocean view. This one is a garden view. Then my wife is stuck in the half bathroom because the door handle is broke. She was in there for 10 minutes plus. I mentioned this to management and asked for the difference returned to my card due to the inconvenience and the non-ocean view, that we paid to have. Later that day after housekeeping cleaned our room I found a gift certificate for breakfast for 2 at the resort restaurant. This was an insult. I will end on this the evening staff at the restaurant and the front desk was much friendlier than the day. The bell man we had was awesome as well. It is a shame, this place could be great. The beach is amazing. The Resort needs some attention and the some of the staff needs learn hospitality skills.