SBN
A NIGHTMARE EXPERIENCE
A NIGHTMARE EXPERIENCE — COMPLETELY UNACCEPTABLE FOR A FAMILY RESORT I rarely leave reviews like this, but what our family experienced at Beaches Turks & Caicos was so disturbing that other families need to know. We traveled as a family with three young children and expected a safe, clean, high-end family resort. Instead, shortly after arriving, we had numerous mosquitoes inside our room and our children were being bitten. One of our children has severe reactions to mosquito bites, which we explained to the resort. We asked to be moved to a higher floor because we were extremely concerned. What happened afterward was far worse. We were told to pack up our entire room within approximately 30 minutes for a room change, yet they would not even allow us to see the replacement room first. Then came the most horrifying part of our stay. While in the lobby requesting a room change, another man came and complained that the public restrooms were overflowing “with sh*t everywhere.” It didn’t end there. We returned to our room because one of our children developed a high fever from the bites and needed medication and discovered that the bathroom had FLOODED. There was contaminated water involving fecal matter coming through the bathroom area, including the sink/shower area. This was absolutely disgusting and, in our opinion, a serious sanitation concern—especially at a resort catering specifically to families with young children. Our whole building had flooded and the next door room had sewage water flowing out of their room. We also witnessed guests walking through contaminated water that was flowing toward the main pool. The smell was horrific. Our children became nauseous, had reactions from the mosquito bites, and were extremely distressed by what they witnessed. The emotional impact did not end when we left the resort. Our children are now fearful that something like this will happen again when we stay at a hotel, and we are having to seek therapy to help them work through that fear and feel comfortable traveling again. No family should return from what was supposed to be a relaxing vacation dealing with this kind of lasting anxiety. At that point, we no longer felt that the resort was a safe or sanitary place for our family to remain. We documented what was happening and sent videos directly to a manager, Al. We received no meaningful response while we were dealing with the situation. At checkout, we were told the messages had not been received, even though I was able to show the text communication and delivery on my phone. We ultimately LEFT Beaches and moved our family to another resort because we could not continue our vacation under these conditions. What makes this even more disappointing is how Beaches has handled the situation afterward. Despite everything we experienced and documented, they have refused to provide the refund we requested. Instead, they offered us four complimentary nights toward a FUTURE stay. Why would we want to return to a resort after an experience like this? We paid for a family vacation—not mosquitoes in our room, a sanitation incident involving fecal-contaminated water, sick and uncomfortable children, inadequate communication from management, and having to pack up our family and relocate to another hotel. The beach may be beautiful and the resort may photograph well, but none of that matters when basic cleanliness, sanitation, safety, and management response fail when you need them most. For the amount of money Beaches charges and the way it markets itself to families, we expected significantly better. We have photos, videos, and text communications documenting what occurred. Unfortunately, this was one of the worst resort experiences our family has ever had, and based on both what happened during our stay and how our complaint has been handled afterward, we cannot recommend Beaches Turks & Caicos.