Sandals Resorts Omdömen 299

Sandals support is non existant. We had a bad experience at SAndals Nassau and received a voucher for 7 nights. Despite three attempts since 3rd August to contact customer support we have yet to get a response.

We had a great time. Ezzy Breezy, MisMary, and Jasper have been the best help and service. We loved the interaction and the professionalism from all three workers. Sandals Curaçao overall has been a great stay and we will 100% be back! The most beautiful resort/food that we have experienced through Sandals.

Stayed at the new Curacao resort. Will, Would NOT Recommend.
Airport pick up and return was great.
Checking in needs major upgrade in how its handled, staff not ready when arrived at property. People were randomly put in front of how we arrived. Getting to the room is another venture, with an individual that did not do a very good job and trying to get him out of the room took patience. Room itself nicely put together. Poor in mattress and pillow being a new resort. Turn down service after 930 pm, room carts running late at night making noises, an issue.
Room service, to get a hold of them is a crap shoot. Called 5 times and 2 to the front desk, finally got thru. Food was good. Food trays left out overnight into the morning.
Exterior locations for food and drinks were average. Sandals ran out of Khalua, mixers for frozen drinks and at dinner asked for Moscoto and they said none available, but in the wine cases you could see bottles sitting there. I think overall the location is understaff and undertrained.
Lastly, most shocking is the lack of management (corporate or onsite) to inform there guest of what they would do after the infinity pool collapse or and update on the individuals that were hurt. Information from Sandals never given at all but had the audacity to ask while checking out to give them a 5 star review, no way. This will be first and last time at a Sandals resort. As a business owner no matter the issue or people in place to handle a situation you should take care of your customer. As to the staff that saw and was involved in the helping of the patrons, great job, Sandals, those individuals need more than just compensation but medical support for the shock they witness. Finally, for a DJ to run up the stairs and rip a walkie talkie out of someone hand and yell management several times for HELP and no one knows what to do, you better put in a process and procedures of how to handle an emergency. As to the DJ, great job on being on your toes and getting things moving to help out.

It was on my bucket list to visit Sandals. My dream came through and my companion and I were scheduled to visit Sandals in April. The morning of our flight we received a message saying our flight was cancelled by American Airlines due to bad weather. I was in shock!!!! The weather was fine in Houston and where we were flying to. I checked.
I called my travel agent who contacted the airlines and was told there was nothing they could do for us. We had purchased the insurance "tripmate" through Sandals so we weren't too worried. Sandals suggested we rebook for May, charged us extra money for May, American Airlines made us buy two additional plane tickets at a higher cost and said TripMate would reimburse us for the original plane tickets since we had insurance through them. I have been on the phone since April with Sandals, TripMate and American Airlines and each time it is a different answer. Today was the final straw - spoke to Aria at Sandals customer service and she not only was rude and arrogant but refused to let me speak to a manager. I usually don't like to give poor reviews but do not use Sandals- Unique Vacations or TripMate as their services lacks what they advertise now. Aria read me some lies that American Airlines told them and they repeated them to Tripmate. I think Tripmate and Sandals are in co-hoots and are charging customers for travel insurance that won't cover anything. Read the reviews on TripMate. Sandals should be ashamed for beating people out of their money.
Dellona D. Davis 301-655-7972 if anyone from Sandals gives a care to discuss and resolve my issue of not getting my refund and the fact that I have been getting rude treatment from your staff since April 8th.

Sandals Customer Service,
Let me start with the fact that this was my third Sandals trip with your company. I was the one that recommended your company, and I am embarrassed by the way we were treated. From shoddy rooms and having to move THREE times in a week to disrespectful staff, this trip was a total bust. I have had wonderful times at properties in Jamaica with great rooms and wonderful staff! The room we were booked into was old, dirty with broken fixtures and carpet as old as I am! These rooms should not even be rented! Even the Champagne in our room had been open and half drank. This was the start of our honeymoon and it got worse from there. There is a attitude the permeates this property that the staff is doing us a favor! This is a top-down attitude and can be corrected, but I doubt it will. I have never been treated so badly by staff in my life! I have always been a Sandals fan and have spoken highly of your organization. Those days are over, and I am going to review your property on every site I can. You took our money and delivered crap to us, and you do not care. It is obvious to us when the management of the hotel lied to us numerous times. My idea of Sandals resorts is forever changed and that is sad! This was supposed to be a celebration, instead my wife was so upset we were going to leave the resort. Your response to these issues proves to me that you do not care about your clients. But I assure you I am not going away; YOU RUINED OUR HONEYMOON! I met with the guest services manager, and we discussed the issues, she agreed to move us to another room. When we went to meet her again, she told us that there were no rooms available! She lied to me after we had agreed to move to another room! When we told her we wanted our money back and MY WIFE WAS CRYING, she mysteriously found us a room! Plus, the room level was less than what we paid for! So, after a couple of days, WE HAD TO MOVE AGAIN TO A COMPARABLE ROOM THAT WE PAID FOR! WE HAD TO MOVE 3 TIMES IN ONE WEEK! WE SHOULD NOT HAVE HAD TO MOVE ONCE!!! I see where the attitude that permeated this property comes from, the top down! I am not going away; I am going to critique Sandals and the way you treated us all over social media. Plus, my wife has thousands of followers on her lifestyle website!

Sandals Barbados- Don’t do it!
My husband and I went to Sandals Barbados on 7/23/22 with 3 other couples and we all disliked the treatment and service we received.
There is a stark difference the way black people are treated compared to their white counterparts. We ran into lots of other couples of color who felt the same way.
Regarding the service at restaurants, we had to to wait no less than 2 hours every time we dined in a restaurant even if it was breakfast.
Sandals never has to worry about me or my family and friends again, we will never go to any of their resorts again! I will definitely spread the word on how we were treated and the quality of service we received.

Sandals Barbados avoid it's over priced trust me I could rant all day about how much they just got wrong avoid save yourself the money 5 star price with a 2 star room.

Absolutely appalling customer service. 5 star expense with a 2 star hotel room. Broken furniture,excuses, no sunbeds by the pool unless you have a butler to reserve them at 5am.. Restaurants closed for past returning guests etc.Bloody annoying.. Got moved twice to no avail. The hotel management at Negril were totally useless. The only person concerned was the F&B manager who tried his best to deal with the issues. Resort was ok, staff were ok, the room was crap and not worth the £5k price tag.Typical Benidorm type rooms. Don't waste your money. Dubai is a proper 5 star place to be hence why we go every year and have just returned to get over the Scandals cock up. They don't even deal with the issues, as its a US company so they don't give a monkies, which is about right for that lot. Once again the covid card is being played so you can't speak to anyone, Only a stupid on line bot. Still waiting for compensation and not points they offer to come back. Rather go to Butlins and save the money!!!

We could not be more disappointed and heart-broken by our wedding experience with Sandals Resort. We happily became engaged at Sandals Royal Bahamian in 2019 and loved our time there. We were thrilled at the prospect of returning to Sandals Resorts to get married. Our excitement has since changed to emotions of great heartbreak, disappointment, and frustration. Sadly, my fiancee contracted COVID-19 at his work in the clinic, 1 week before our departure. With both of us, becoming COVID positive, we were unable to fly, and were forced to cancel our wedding.

Despite our traveler's insurance through Sandals, we were unable to get a refund for any part of our trip and were told we had to use the credits within the year. We were promised a credit for the hotel rooms and a separate credit that is specific to ONLY wedding costs. The bulk of our wedding costs were on the photo/video package. Considering how no one worked the event and the vendors are their own, how can we not receive a refund or at the very least, a GENERAL credit???
- 4 of our guests were not given credit at all and had to forgo their full payments to Sandals and eat the loss.
- 12 of our guests chose to cary on with their plans, as they would not be able to reschedule for any other time and stayed at Sandals South Coast for 4 days each.
- 2 of our guests are an LGBT couple and reported back to me that they were treated poorly as hotel guests.

My fiancee and I were clearly NOT going to be able to host another wedding. Particularly as we rarely get time away from our healthcare jobs and my fiancee's schedule in the military. We have tried week after week and month after month to get a hold of our "wedding coordinator" to try to identify our options. As backstory, our coordinator was consistently tardy or absent to our phone meetings, she rarely responded to our emailed questions and she required multiple reminders to attain certain key items of information back to us. When we tried to change coordinators, we were told we were not allowed to change from the person we were originally assigned. We tried contacting the manager after a multitude of failed attempts at reaching our coordinator and were still unable to get help.

We hoped our circumstances would improve once on site at the resort. We couldn't be more wrong. They lost our credits (Approximately $1000 between room and wedding credit) and began to tell us that the system never updated and we don't have credit at all. We spent hours in an office working on this case, instead of being able to enjoy our honeymoon. What's more, the invoices we have, include items we paid for and never received. We contacted our travel agent who was also mystified why we didn't have access to the credit, as the invoices she provided to us reflected unspent credit to be used at the resort. Yet, somehow Sandal's didn't show our credit, and the "wedding coordinator" refused to show us an updated wedding invoice reflecting where all the money went despite multiple requests. We have continued to reach out to our "wedding coordinator" for assistance, but they have not responded to our emails or calls.

Further, once on site to check into our hotels (we originally scheduled a split-stay), we had to wait hours past the appointed time to get into our hotel rooms. This was not unique to us, as we would return to the lobby to see the status of our room and other guests were complaining and one may even yelling that this was "ridiculous to wait for the money he spent." I can't say he was wrong either. After we finally got settled into the second hotel, Sandals Negril, we were denied the ability to participate in one of the free water sports, even though it was the normal operating hours. Then at Negril, a staff member made an offensive comment about the way my body looked in a bathing suit. There was not one part of this trip that was "hassle-free" or "stress-free."

We are so saddened to not have had our wedding surrounded by our loved ones, now being unable to afford a wedding, spending many stressful hours in an office instead of enjoying a honeymoon, having money taken from us from this mega business, and being treated so poorly and so de-valued by Sandals Resorts. Please do not make the same mistakes we did!

Sandals Jamaica was the worst service that we have ever experienced at any hotel we have ever visited around the globe. Simply put, do not go.

We spent $7,000+ for our wedding anniversary trip to the “amazing Sandals” don’t waste your money and more importantly your time. Horrible experience.

We ordered a private candlelight dinner and paid extra for it. Only our appetizers were served and then our waitress disappeared and never came back for over an hour and we just left.

Other nights ordered a bottle of water at dinner we basically had to beg people to give us what we ordered. Water came at desert time. Same with drinks. We would order a drink at the bar it would not be delivered we would have to get up ourselves and go to the bar to pick it up

Lines are long, service is horrible. No one knows what they are doing. The staff is constantly pissed if you ask them for anything they look at you like you’re crazy.

Everyday we had to call front desk to ask for waters to our room and towels even though they would clean our room.

They have many different computer systems that don’t talk to each other no way to look up dinner reservations no way to book a trip you have to go to different departments to do everything.

They tell you you have a free photo shoot but then when you want to buy your pictures they cost $125 for the photo.

Everything possible that could have gone wrong did. But what upset us the most was the staffs horrible attitude.

All inclusive resort sounds nice but it’s basically a guaranteed disappointment. Trapped with horrible service and crap food.

I guess this is a great place for people who have never been on vacation before or if you’re looking for something worse than carnival cruise lines this will be perfect for you.

Oh and the Internet service was basically nonexistent so don’t plan on doing any work even if you buy their “premium Internet” service.

The overall resort facility were decent, but a standard Hilton in the US was the same quality. Nothing special.

Our new slogan for this trip is: Montego Bay no matter how much you pay, you always want to run away and you’ll never want to stay.

By far this has been the worst experience I’ve ever had. We booked a trip to a Sandals resort through Booking.com and there is such a disconnect between the two. We made an attempt to cancel 45 days before our trip which was the policy and for two weeks they sent us back-and-forth between the two companies trying to confirm the cancellation. When we were within 30 days of the trip I finally received a call back and they told me there is nothing they can do because it is outside of their 41 day policy. We lost thousands of dollars and I would never use either of these companies again

The atmosphere at Sandals has changed over the past year. Rather than a relaxing couple resort, it now feels like just another resort minus kids. Music loud everywhere. Clientele wanting to party hard all day and night. Food just so-so. —- we could have been at a Hard Rock, RUI, or any other place.

We will be changing from Sandals next time to a real couples resort.

This review is to warn travellers that Sandals Customer service is hopeless!
We have a complaint with Sandals about a number of items, but specifically the cancellation of a pre-paid candle lit meal on the beach during our holiday in April 2022. The night before we were due to have the meal, Sandals cancelled the experience due to maintenance needs. The staff at Barbados resort promised an immediate full refund to my credit card... 3 months later plus numerous emails (without response) we are still awaiting our money back. Please Sandals respond to us!!
Additionally -
for the 10 days we stayed in Barbados Sandals, every day the sea was 'Red flagged' and to dangerous to enter. Were we just unlucky, it was outside of the rainy season, well the locals said that the sea is regularly like that due to its position being more on the Atlantic side of the island as opposed to the Caribbean Sea side (which was further up the west coast). So, no snorkelling, nor could you make use of the all-inclusive water facilities due to the conditions. For this resort ignore the headline marketing relating to "calm water perfect for a swim"
Lastly the advertising showing spaced out sunbeds and hammocks are not reality at Barbados Sandals, there are no hammocks and the sun beds on the beach are close enough to hold the hand of another guest!

This feedback relates to Sandals Customer Service as the staff at the resort were brilliant!

Got a price from Sandals for a holiday which did not list any valid until, when we went to book the holiday 3 weeks later the quotation was not honoured and had increased by nearly £1000. Not at all what I expect from a holiday company

Spent a week at Sandals Halycon Beach in St. Lucia. Very pretty, quaint resort. Beach was not very pretty and water was not typical of the Caribbean either. If you actually want any service at all, scratch the "no tipping" policy and TIP. Otherwise, you'll be walking to the bar and begging for your drinks. Also don't plan on any "premium" alcohol. My husband drinks Crown Royal (listed as one the brands they carry), but they did not have any and acted like we were crazy to ask. The best bourbon they had was Jack Daniels (not very "premium"). They only carry two beers - the local, Piton, and Heineken. We're light beer drinkers so this was unacceptable. Food was average. Overall, Sandals was not "as advertised". Trip was OK, but not for what Sandals costs!

We got Married in April 2022 At Beaches Negril We Were Welcomed With A Moldy Shower And Dirty Room! We Got Married And Are Videographer Didn’t Get Are Vows On Recording! They Said It Was An Accident! When We Received Our Marriage Certificate The Information Was Wrong Tommy Ann Smith Are Wedding Planner Wouldn't Even Return Are Calls.Very Traumatizing Experience Don’t Waste Your Time Or Money They Don’t Care!

What a disappointment!!!! In short, I got married at the Montego Bay location and thought it was amazing. I encouraged my friends to do a destination wedding too. They went to the Barbados location and I was unable to attend because of having a baby. I called and paid for a candlelight dinner as a surprise for them since my husband and I could not be there to celebrate. (Mind you I booked this before they got on the resort). The butler was supposed to share they had this surprise and all the heartfelt congrats and sorry we couldn't be there message. Nope did not happen! I was charged then the bride & groom were allowed to use their wedding credits to book abother candlelight dinner by the wedding planner Andrea and not a word from the butler. My purchase never happened and I've been given an absurd run around for a refund. Complete fraud. Last recommendation I make!

Booked with Sandals and their no worries guarantee. Gave me free insurance in case of COVID interruption and extra costs. We booked for Antigua in January but tested positive a week before so we had to reschedule. The Sandals agent said no problem we can reschedule for February but now it’s going to cost additional $3,000 but we could claim on our insurance policy and get reimbursed. We paid the additional and tried to claim it on the policy. After 4 months of back and forth fighting we give up. They claim the policy only would have reimbursed us for original trip. So much for no worries. Be worried!

I will start this review by stating this was our first stay at Sandals. We have many friends that have stayed at different locations and have really spoke highly of their time at a Sandals resort. Our experience was very different. The only reason we choose to go to a Sandals was because it was the closest way to stay in a Over the Water Bungalow. I will say that the Bungalow room and our Butlers did not disappoint. That is all that did not disappoint. As far as Sandals as a resort, it was mostly a disappointment.

I had many conversations with Staff at the hotel before we even left for our Honeymoon. One of the conversations was about the Transfer from Airport to Hotel and Back. I was told that this would be done in a Royals Royce being part of the OWB room and butler package.
This did not happen. What did happen was we checked in at Airport. The Sandals rep had our info, and our hotel and sent us with a driver. NO Royals but moving on. We just got off property when from a quick conversation we were told he was heading to the wrong Hotel and we then had to turn around. Put into new car and off once again.

During stay we had asked different questions about the Hotel and grounds. Was told all rooms have been redone sense they bought out from the Hyatt. If that was true than it was a long time ago. We spoke to many guests and the rooms they were in were very dated.
Last day while waiting to leave asked a front desk staff where can we wait in Air conditioning. I asked about the pub. No there is not AC in there. (I went in pub and got cooled off, it was nice and cool inside)

We went to eat lunch at Bayside one day, and the waitress was extremely unfriendly and very RUDE. My wife ordered a side Ceasar salad, and we weren't sure if she heard us or not because she gave us no indication. When I asked her if she got the salad, she said "DID I SAY I DIDNT". This was brought to one of our butler's attention, and she took charge immediately and apologized and went right to the restaurant. My wife was then approached by a manager, and he also apologized and said that someone would be reaching out, but no one ever did!

The Sandals Web is well written when it comes to talk of Gourmet food and Premium drinks. This all inclusive was no different then any other named hotel I have been to for All Inclusive. We had one great meal and that was Sushi. The rest was sub-par with not great taste and sometimes cold. The beverages were a huge disappointment. I wanted a nice margarita for Cinco De Mayo and the top shelf was Jose Cuervo. Really? Many meals when ordering the waitress would write all our order down but then half would come out. We would have to remind then 20 mins later rest would come out. Again not 1st class service.

Our second day we requested a beach structure that had the large area for laying down . Was told $130 a day. I reminded we were in the OWB and still. I was floored at this. The cost is so high for that room and you still are paying for things onsite.

Asked about dinning on Beach, was a $200.00 charge.

When it came to Covid and Masks onsite. They could not get it figured out. Yes mask inside, No inside, at restaurants. Then boom no mask anywhere but the whole hotel did not see that memo. We went to look at our professional photos and did not have our mask so they turned us away. Again, mask or no mask-resort should be consistent.

So now at end of stay, I have written notes of things I have been disappointed about. We are checking out at the front desk. No lie not one time were we asked how our stay was. We are 1st time visitors to Sandals and the Island of St Lucia and you don’t ask how our stay was. We paid for the most expensive room in this hotel and you don’t ask how our stay was?. This really capped it off for us. My wife took care of the last piece of bill which was just the Tips for the Butlers. She signed we get in car and on the way to hotel, the driver gets a call from front desk and now they have forgotten a 3rd signature. Need to go somewhere at airport. My words before hanging up was this does not bode well for Sandals. 5 Mins later a call came to driver again. I am now speaking to front desk and I bring up some of my concerns. She then proceeds to tell me after speaking to management that they are waiving the final charge which was the tips. (are the butlers getting their pay???) that was our main concern. I hung up phone after saying thanks for that. Home two days later and I get wacked for the whole charge!!


I want to again state that the OWB was extremely nice and our Butlers were amazing, friendly, energetic and really helped to make our honeymoon special. Sandals as a Hotel did not!!!!!

Truly a one and done vacation with Sandals Resort Grande in St Lucia or any other location.

Sandals resort is an amazing vacation, however I’m a little disappointed because there is no diversity on there marketing ads. Their website only shows people of color working and not as a guest smh 🤦🏾 but beautiful resorts.
Amazing how a resort that was built by a Jamaican black man shows no trace of us!🤷🏽‍♂️