Review of our Stay at Maui Sands Resort and Indoor Water Park in Sandusky, Ohio

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The staff didn’t know that I am a family deals blogger, as this was not a compensated trip from the hotel. I bought this on Orbitz as our own one-day getaway.
I called the hotel to see if we would need to pay for our third child (we had two adults and three children) if we booked a room with two queen beds, since Orbitz only showed the booking for up to four people. She said we would need to pay $20 extra for the last person or we could book the suite for up to 6 and the water park passes would be included for all. I booked the Suite for 5 people on Orbitz. They showed two options on the mobile app when I booked. They were the same room but at two different prices with the same description and package, so I obviously choose the lower priced one.
We checked in with a sweet girl and went to our room. When we were going into the water park, we realized we hadn’t gotten our wristbands. We asked another woman at the desk (a very pretty African American woman who looked in her forties… turned out she is in her sixties! She has great genes) who was already yelling at another customer about how “stupid the other desk people are”. She said that, because we booked through Orbitz, we had to pay an extra $120 for water park passes. I explained that I’d already called and been told they were included with the Orbitz rooms. She screamed “oh well, that ain’t my problem!”. My nephew asked why we would have stayed there without the water park and she answered “Exactly! Hell, why would anybody stay here at all?!” I asked for a manager and she yelled “you ain’t getting no manager because he ain’t coming out” and left the desk to sit in plain sight with the manager and neither would come to help me. As I waited, they sent out the other girl who’d checked me in. The manager would not come out and instead made her come behind the wall at least five times to communicate between him and me. He would only allow us as far as to pay an extra $50 to get in the water park. We paid it and went in, as this had already taken an hour and I had crying children in bathing suits staying longingly at the park.
The next day, I spoke to Abby and she fixed the ordeal by refunding the $50 and offering us a voucher for half off our next stay. UPDATE: THE VOUCHER THAT WAS PROMISED WAS NEVER SENT TO US, WHICH IS A HUGE DISAPPOINTMENT BECAUSE I WAS LOOKING FORWARD TO GIVING MAUI SANDS A FRESH START. THIS ACTUALLY ENDS UP JUST BEING ANOTHER INSTANCE THAT THEY HAVE NOT HONORED THEIR WORD. I WILL UPDATE THIS IF IT COMES, BUT IT’S BEEN TWO WEEKS AS OF NOW SO I FIGURE IT’S NOT COMING. 😦
She was the ideal front desk clerk. She had excellent people skills and was calm and caring with both my issue and the issue of the gentleman in front of me in line (he has called and talked to someone who had given him the wrong info also).
There were only a few issues with our stay: this and the fact that the bunk beds were so shaky and weak that they swayed over six inches each way when the children climbed into bed that my daughter has to sleep on the bottom for fear it would break if she climbed up the ladder again.
The other issue is that the lagoon (very warm and shadow pool area) is not monitored and there were teenagers performing sexual acts on each other right next to my children. I had to gather my kids and get them out of that area, which they didn’t understand. My boyfriend mentioned it to a lifeguard but I’m not sure anything was done about it.
Other than that, the hotel was clean, the lifeguards were AMAZING and great with children (even helping them with the children’s pond) and we were asked how we were enjoying our stay and if we needed anything at least ten times over the course of the two days there… all by the lifeguards! The bunk bed area was almost a separate room in itself and even had its own TV. The bunk beds were very wobbly, so much so that my daughter was afraid to climb up and sleep in the top bunk.
I’d say this place is a great value for your money and would recommend this hotel. I’d also recommend that the one desk lady be moved to a position where she has no contact with clientele.
I also left this review on trip advisor and the manager responded with this:
“Jeff P, Guest Relations Manager at Maui Sands Resort & Indoor Waterpark, responded to this review
We’re really sorry that one person can close to ruining your stay. Based on your review, taht person has already been reworked with. The Front Desk staff has been fantastic in delivering a consistent product to all of our guests. The issue with the manager was also addressed as well. Our phones were being over during that heavy check in time and management was addressing that issue as well as others during check in. It’s not a perfect world. People make mistakes. We really work hard to make certain that each persons stay is remarkable. I’m truly sorry that you felt yours was not a total success. Please contact me directly at the Resort to discuss this further but we’re glad the rest of your stay went well.”

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