Sandals Resorts Omdömen 299

room 9423 sandals emerald bay the room was worn dirty floors dirty slider,a/c leaked twice, stains on table, after rain, two days of water on tile stairs, last room on property next to a chain linked fence,our butler service was non existent except the last night he wanted cash because he would not be there when we left,employee walked in on us at our room no knock,cold food from room service. Director of Guest Services told us to send an email and photos. We did and no response for 2 weeks.Then the only thing we get is an NDA,non discloser agreement. They will give us 3 free days if nothing is said about bad service. Nothing else just an offer to keep quiet and not say anything about how bad the Sandals service and management performs.

We were booked at Curacao for 4-22 week. The resort was not open and Sandals told us that if we move to different resort, that next year we would get 50% off. So we booked Antigua, what a mistake. We had the Penthouse with Butler service. When we arrived we were shoved into a minivan when we were told we would be picked up by a car service. The first day and a half the butler phone did not work and we had to continually call the front desk to track down our butler. They finally get the phone working and the responses from the butlers were like we were inconveniencing them by asking for lunch. This is the first resort of Sandals we have been to that the people just weren't friendly. The beach is not private and you are constantly hassled by locals to buy something. The final straw was the day before we left we went to check on our trip to Curacao for next year and they tell us they know nothing about a discount and we need to pay full price. So 9 weeks before we are to go to Curacao, Sandals tells us it will not be open, we need to change to a different resort and pay the regular rate and now are told our trip next year will not be discounted. You inconvenience us and give us nothing??? Very poor customer service and we will let anyone who wants to hear from us about this poor service. We are now thinking of just switching to Secrets or Couples resorts as we have heard good things about them. SHAME ON YOU SANDALS!!!

I got food poisoning in Sandals restaurant on my Second night of a 9 night stay , disaster needed doctor nurse etc , in bed for 4/5 days, promised faithfully from Management compensation would be arranged before I left to no avail empty promises , numerous emails sent to Sandals Barbados waisting my time , more empty promises, what to do can anyone advise, 67 yrs of age frustration

I’ve been to quite a few Sandals resorts on 10 occasions. I’ve never had to make a complaint at any as we have always received the best of service. I can add that my wife and I have seen rude guests who seem to treat the staff as servants, maybe why there is a lot of complaining on these reviews. Life in the Caribbean is slower than home, so don’t get all wounded when things don’t happen immediately. Go with the flow, enjoy , smile , don’t forget to say please and thank you. You never know, you may just get the service you want!

Be very cautious about purchasing Sandals' Third Party travel insurance coverage which is offered by a company called Tripmate (likely owned by Sandals).

We were exposed to Covid less than 10 days before our trip and had to cancel travel plans. Our coverage was - "cancel for any reason", money refundable. We notified Tripmate and provided documented evidence. After 3 months of follow up, Tripmate denied coverage with no explanation.

We were instead offered a Sandals travel voucher, less our insurance fees. The voucher came on a preprinted form from Sandals. So really, there is no such thing as cash back insurance protection as being exposed to covid I think is the definition of "cancel for any reason".

We will use the vouchers but I'm out of pocket $250 USD.

SANDALS IVE WRITTEN NUMEROUS TIMES TO YOU ABOUT THIS COMPLAINT BUT YOUVE YET TO ADDRESS IT PLS JUST MAN UP AND ANSWER…. IF ANYONES KNOWS HOW I CAN ESCALATE A COMPLAINT ID REALLY APPRECIATE IT AS CUSTMOER SERVICE HAVE LITERARILY IGNORED ME REPEATEDLY????

List of issues:

Very sullen welcome then escorted to room in silence, having come directly from The Sandy Lane hotel this really was a jolt to the system.

We arrived at the suite door but room wasn’t ready and we had to return to the lobby to wait 45mins no apology offered. Bags left outside room unattended.

No mobile in room. Called the butler from the landline 10-20 times over the next 12 hours engaged every time, same with room service. Had to go and get takeaway food myself and bring back to room. Evening completely ruined.

Next day best seat I could find was on the concrete walkway no towels available either. Day ruined.

Long pants not returned from the dry cleaners on time as assured so had to cancel butches and eat in the room for the 2nd evening too. I asked for medium. It came blue and I was given a butter knife to eat it was. Second evening ruined.

The meat was then dumped outside my room by the butler.

I feel that a breach of contract occurred - in terms of the experience I was promised and paid for and what Sandals delivered, please let me know if you disagree.

Next stop small claims court for a full refund I guess.

We recently returned from Sandals Ochi in Ocho Rios, Jamaica and I am so disappointed. This was a big occasion for us and we decided to spend some extra money on Sandals because we had heard so many good things from friends & family, unfortunately none of them had stayed at this particular resort. We spent $12,000 and two weeks of vacation time. I apologize for the long review but there are so many areas to address. The resort is tired and not very clean. Our initial impression was not good but we tried to have an open mind. The rooms were noisy. We were in one of the four unit cottages and you could hear people talking outside, doors slamming, music and every cart they wheeled by. The beds were okay but exceptionally high, not a problem for us but we did hear other guests complaining. We paid for the Club Level and the wine was good but the other liquor in the room was terrible. They say the mini bar is refreshed daily but we had to call almost every day and that got old quick.
The resort is broken up into three sections, the seaside, the hillside and the Ochi Beach Club, a shuttle bus accessed the three areas. We were on the seaside. The beach there was much smaller than it appeared in the pictures on the website and the lounge chairs were old and very uncomfortable. You could walk over to the Ochi Beach Club where there was another beach area and a pool with a pool bar. The beach was a little bigger and the water was very nice, but there were no umbrellas and very little shade. That particular pool was always cloudy and there was always a layer of scum by the stairs. I have never seen a resort pool look like this, but there were other cleaner pools to go to. This pool was very loud. One bartender would bang a metal shaker off the metal counter yelling”Oh Expletive”repeatedly. He would pour shots and actually berate people if they didn’t want to do one. He would also ask people for tips! Think spring break. There are a lot of stairs on the seaside, a lot!
The hillside area appeared to be newer and in better shape. The pool was beautiful and we tried several times to go there but could never get chairs. You could reserve cabanas on either side for $140. They took up a good amount of prime property.
We met several people who had been to other Sandal’s Resorts and everyone said that this resort did not do the brand justice. They appeared to be loyal customers who were also disappointed with this experience. I am putting this review out there because there are so many better resorts that are in nicer areas and are less expensive. I hate to see other people waste their money and precious vacation time, especially now. I think Sandals needs to up their game at Ochi! I will say the food was very good.

We have been to a couple of Sandals resorts several times and were due to go to Royal Plantation in November 2021, when I tested positive for Covid. This is when and sine then, Sandals have shown their true colours. No customer service telephone number available, email only, questions not answered, only 24 hours to rebook or loss money (fortunately insured) and don’t bother making a compliant, weeks to reply, no sympathy, no compassion and NOT interested. I had heard (and it is true), Sandals moto is ‘people for profit’ and when something goes wrong, their service levels go with it, absolutely true

This is the worst reservation experience in all of my years of travel. This is a scam. We payed for travel
protection and it was denied by the resort. they took the 240$ and did not refund, we canceled the trip 6 months in advance
we should of read the reviews of SANDALS RESORTS
this resorts have the worst reviews of any resort we have read about

I never had the opportunity to go to sandals. I wanted to go with my mom. I know it is a couples resort and that used to exist however its 2022. My mom and I are not on spring break vacation. We just wanted a nice resort no kids. Sandals was so rude. I really think they need to open up their minds. Very very sad. I have also heard that Sandals does not welcome Gay couples to their resort. So Wow....they are very old school. Only heterosexuals welcome. Sandals resorts should be ashamed of that thinking.

Horrible experience - the hotel we booked is not going to be finished in time. They did not notify us until 45 before trip departure. They gave a $250 credit for the inconvenience. When I contact customer service I was disconnected 4 times and the issue is still not resolved.

Lisa and dave from UK stayed at the Royal barhimain in the Bahamas staff were lovely, so helpful, the management was not, our daughter room was over looking a building site, this resort was not finished and was reopened to early, we complained and asked to be moved others were, my daughter was not, sandles charge alot to stay at there resorts, customer service/management very poor indeed, regarding any complaints at the resort, of which there was many.

Went to Royal Bahamian for family wedding. This is NOT a high class resort even though you pay high class $$$. Our view off balcony was a construction site although the room was big. I drank hot tea the first morning and it was never replenished after that.
The food was average although we did have one delicious meal at the Italian restaurant .
Most staff was very friendly.
But they need to step up to be called a five star resort . I get that it is “ high” season in Caribbean in winter but $1000 per day is a little much here.

Just cane back from a 7 day stay at royal barbados, we have stayed on 5 star resorts all over the world becasue we want amazing acomodations , food and SERVICE
What a waste of money with sandals, this is our first and last time there

The room service closes at 10 pm
The menu for in room dining is very limited
We ordered once and it took 2 hours for a food to arrive cold
There is no service in the pool or beach no drinks or food
Food in restaurants was ok. 3 stars
We called at check out for bellman to help with bags we waited 45 mins and have to drag our suitcases to the lobby
Service very poor, almost nobody looks you in the eye and we asked for directions to reataurans and monody knew and gave us wrong directions that when you have your wife dressed up and i heels didnt go well to walk all over the property
We paid $500 extra a night tk have a private pool swimup pool, we never used it because the pools are not heated and the water was cold

Sandals advertise as a 5 star experiences and charges over that and it is really a 3 star service

It all started back in 2008 for our 25th wedding anniversary. My wife and I stayed at Sandals Antigua for 4 nights and then went on to Sandals Grande St Lucian for another 3 nights. Had a great time at both! So much so that we made three subsequent trips to Sandals South Coast in Jamaica. Again, had great experiences. Then, in 2015 after booking our follow on trip during a previous visit, my father became ill just before our trip and subsequently passed. I called in advance to “bump” our vacation approximately one year. No problems. That following year my mother became ill and passed quickly before our vacation. We were left to manage her affairs, clear and sell her house, etc. I again called Sandals in advance and informed them that we would not be able to make our vacation and could we “bump” our trip another year. I was given an absolute “NO” that we had already changed our plans and that their policy was that we must forfeit our $300 deposit. I was appalled! Subsequently I wrote an email to Sandals explaining our dilemma and asked for consideration. Again, I was told “NO”! Ok, that was it. We had decided that a return trip to Sandals would not be in our future if their corporate policies were not flexible enough to accommodate families who experienced tragic loss. Fast forward a few years and we come to the end of 2021. One of our children gets married and inquires about a honeymoon destination, specifically at a Sandals resort. Regardless of our issues we thought that they would enjoy the atmosphere at a Sandals resort and encouraged them to book their honeymoon. They decided on the Royal Bahamian and Turks and Caicos. Before their trip Sandals informed them that the Royal Bahamian, undergoing repairs and upgrade from the recent hurricane, would not be ready for the dates for which they booked. My son requested a refund, as Sandals was responsible for this delay, for which he was told no, even though he had trip insurance via Sandals. Additionally, he was out another $500 from the inter-Caribbean air carrier. His only recourse was to change his Sandals location to St Lucia to “use” the money they wouldn’t refund. Thankfully he only stayed a few nights in St Lucia at a Sandals and most of his time at another resort at Coconut Bay. I can attest that the accommodations at Coconut Bay were much larger and categorically better than any Sandals I have visited. He and his bride are still out $500 from their trip and my wife and I a still out $300 from ours. All because Sandals has terrible customer service polices. Do NOT patronize Sandals! Find other accommodations and enjoy you our stay elsewhere.

Sandals Resort & Spa markets itself as a top tier resort but the customer service says motel!

Arrived at Sandals Barbados on the 20th January 2022 feeling very excited, unfortunately this did not last after booking in and doing the necessary paper work we were taken to our room about 6.30 only to be greeted we a bare mattress an over flowing bin in bathroom the room had not been cleared I informed the attendant this was not acceptable she advised us to wait and she would sort this out luckily we were with friends so we we able to wait with them. An hour later still no one had returned we returned to reception where no one was aware of what was going on the girl who was looking after us had gone home . By this time we were to say the least a little anxious and very tired after a 10hr flight you just want to wash and change and relax yet again after telling reception what happen they eventually showed us to another room
which I can only describe as depilated 1* accommodation Dirty and not cleaned falling to bits as we were by this time so tired we advised them we would stay 1 night until they sorted out the next day we were told to go back the next morning which we did they then advised us to go back at 4pm where a room Would be sorted eventually they allocated us a room on day 2 of our holiday No introduction or welcome pack . The resort did not have any coffee machines that work luckily my husband was able to fix himself to enable customers to use Drinks at the poolside bar were given with lipstick on glass disgusting. No wonder we returned with covid ? Considering sandals say they have an excellent Clean policy this was lacking here .the overall resort location was lovely most of the staff were very friendly would I return to Sandals again debatable.

My husband and I were excited to honeymoon at Sandals. We submitted our travel verification form at 5:30pm the night before we were suppose to leave for our trip (6:00am flight the next day). Our verification form was not validated prior to our flight taking off and we were unable to obtain a boarding pass because of this— ended up missing our flight completely. In trying to make other arrangements, we got charged a $260 “changing flight fee” thru Sandals travel agency— they said that they sent an email detailing deadlines for the travel verification submission and would produce this email. We ended up paying the fee in order to save a spot on a flight the next day. The agency was not able to produce the email that they allegedly sent.

We lost a day of our trip, hundreds of dollars and were told to “use it as a learning experience” by the customer service agent.

If we would have known the form had to be submitted earlier, all of this could have been avoided.

We would not recommend booking a trip thru Sandals. We will never again use their services.

We visited sandals royal Barbados to celebrate with friends for her 60th birthday

Service was appalling in the wait for hood was over a hour snd half lucky we had butler service that sort out our sun beds in the morning otherwise we would have had nothing . Butler Jeremy was good to start with but then lost med point of our time , communication between the 3 butlers that look after you was lost at sone points in that messages were not passed over st end of shift. Pool towels snd replenishing was flue do sometimes no towels available . Thought we have a photo shoot well prices are stupid prices to have the photos and no flexibility. We were left with no clean towels in the room a few times snd had to chase to get some . Sandals your service is not 5* you need to change big time . Last day of our holiday a umbrella round the pool had been planted outside of its holder snd the wind caught it and blew it onto my face narrowly missing my eye noted at the nurses station , but no one in management even came yo make sure everything was okay before we left and since we have been home, complaint submitted snd number given saying been handed to resort management chard it but still no response 4 months down the line .

Don’t waste your money by paying sandals prices as that is all they want with no back up or customer service snd rude front desk staff snd promises that never happen don’t fall for it

Intil recently I have been a happy sandals / beaches client for over 20 years

I was fortunate to get into the Ochos Rios timeshare program and the last two years have been hell. No response to over 18 calls and 24 emails to secure my week .., I have contacted Laurel channer of timeshare and exec management but to no avail

Very disappointed from what used to be a stellar organization