Sand Castle Villas by Resort Collection

Getting into room #26 was a miserable start to our Friday and Saturday stay with our three kids. We received the door code about 20 minutes before check-in, but it didn’t work. After no answer at the number we were given, we waited and eventually reached someone who was extremely rude and didn’t help. We stood outside for nearly an hour and a half. My husband managed to get us in with a card; otherwise, we might still have been outside or would’ve needed to find somewhere else. The code never worked on our door, though it did work on the laundry room door. We emailed too and got no response, and after I hung up on the woman, nobody called back to check whether we’d made it inside. It was the worst experience we’ve ever had. The stairs felt so unsafe that it was hard to walk down them without nearly falling, and the ladder to the area where two of our three kids slept was dangerous for small children. The air was locked at 74 degrees, which made it miserable upstairs and downstairs, and the fans didn’t help enough. The microwave was broken too. We couldn’t find the WiFi details anywhere in the house. I eventually searched through the booking site and spent 30 minutes finding them hidden in an email. Without that, I wouldn’t have been able to connect our TVs or anything. If you leave notes around asking guests to contact you so you can make things right, you need to answer when they call, make sure they can get in, and help them get answers. We come to Panama City once or twice a year and have never had a stay like this. We’ll never stay here again.