Sandals Resorts Reviews

Caribbean Chain

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About Sandals Resorts

Pros
  • Well-maintained grounds
  • Variety of activities and amenities
  • High-quality food and dining options
Cons
  • Inconsistent service quality
  • Room cleanliness issues
  • High costs for services

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Sandals Resorts Reviews

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    How do I know I can trust these reviews about Sandals & Beaches Resorts?
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    Page 1 Reviews 0 - 10
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    Customer ServicePunctuality & SpeedMaintenance

    Reviewed Feb. 1, 2026

    We came to the resort to find low quality service and drinks. Was shown our room to find mold in several spots. The smell was so bad we had to get a dehumidifier. Our butler service was lacking. Our first night...never told us about the white party which we spent hundreds of dollars to look nice. Our first meal was seafood and it was over cooked. Could not get drinks...Had to get them ourselves. Tolite was not working on our second day. Eight hours had past while we were gone and still not fixed. Had to call management. Could not get dinner reservations at the times we were scheduled for.

    Butler service was so poor. We never had our clothes tended to. We asked for juice and some Tito's. Room was not tended to but 3 times in a week we were there. Had trouble getting a raft for the room saying it was not allowed. Even though everyone had one. They were working on the rooms above is being very loud for hours a day. We ate at the buffet instead the restaurants because it was full. We booked all our meals several weeks in advance. So much more....

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    Customer ServiceSales & MarketingPunctuality & SpeedRefunds & PayoutsFollow-Through

    Reviewed Jan. 7, 2026

    I’ve been here 2 out of 6 nights so far. Sandals advertises their butler services as pampering their guests, but so far it’s been very inconsistent and some butlers are even rude and resentful to offer advertised services such as advertised room amenities as simple as complimentary house slippers. I’d have been happy to pack things advertised as complimentary, had I known not to rely on certain amenities. Also, items requested, such as sodas, wines, snacks in room were never provided. We arrived at 5:30 as scheduled and didn’t have a room available until 9 pm. Even then, our scheduled room wasn’t available, so we had to change rooms after the first night and were told not to unpack. Overall, we received far less than what we paid for.

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      Customer ServiceCoverageSales & MarketingRefunds & PayoutsHonesty & Transparency

      Reviewed Dec. 1, 2025

      So I planed a vacation to Sandals Royal Caribbean in Montego Bay for my wife and I but unfortunately our hotel and the airport we where traveling to were severely damaged by the recent hurricane, sandals could not find me accommodation with acceptable travel and would not reimburse me ANY of my money for the trip even though I bought trip insurance. They told me I had to file a claim with tripmate which was then denied because the hurricane was foreseeable and I should have canceled sooner!!!! Now I am out 7000 dollars and my vacation, I will never book through them again. Both sandals and trip mate have the worst customer service I have ever seen and their insurance is a scam!!! I would give them negative stars if I could. Don’t go there! Spend you money on a resort that is actually honest. I would not even recommend this place to my enemy,

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      Customer ServiceCoveragePriceRefunds & Payouts

      Reviewed Oct. 30, 2025

      We were supposed to go next week to Sandals Ochi - a week after the destruction of Hurricane Melissa. We were sent an email stating that they would no longer be able to accommodate us (for obvious reasons). We tried to book at a different location and were told they were all full. We were then told to file a claim through the trip insurance and were charged a $700 “cancellation fee”. We were told that this fee would be refunded through the travel insurance. We believed them because we have never had a vacation sidetracked by a hurricane before. We had family members who had the same travel insurance for the same resort and they were not charged a cancellation fee. Highly suspect business practices.

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      Customer ServicePriceStaff

      Reviewed Oct. 29, 2025

      On October 24, 2025, I received an email from Sandals Resorts, indicating a hurricane (Melissa) was nearing Jamaica and to contact Sandals to reschedule our vacation (Dunn Rivers - October 25th - November 1). I spoke to a representative named Rochelle. When I attempted to reschedule our vacation, I was told the resort was completely booked for our top tier room level from the following week of our trip through 2026. I agreed to rebook our trip for dates in February of 2027. While doing so, I was told there would be an additional fee of $2000.00. I was appalled to learn there would be an additional fee of $2000.00, when our trip was already paid for in full and the only reason for rebooking in the year of 2027 was because the resort to completely booked. I refused to pay the additional $2000.00. I was referred to Ryanna, a supervisor and was told again there was nothing they could do about the additional fees.

      A hurricane is a catastrophic event that is not the fault of any person or resort. I was willing to reschedule for 2027, because the resort was completely booked (no fault of ours or the resort). However, I feel like we were being penalized for booking in 2027. We have been loyal returning customers for years but our loyalty to Sandals was not reciprocated in this matter. I ended up not rebooking our vacation because Rochelle and Ryanna said they could not do anything and showed no empathy for the canceled vacation due to the hurricane which was very heartbreaking.

      There was no attempt to rid the additional fees to reschedule our Dunn Rivers vacation. I find this appalling, unprofessional and unsympathetic. Our trip was canceled due to a hurricane and was attempted to be rescheduled during a different year but there’s an associated additional cost! How is this fair to customers? It appears Sandals is trying to gain a profit on a catastrophic event. We will not book any more vacations with Sandals.

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      Customer ServicePricePunctuality & SpeedRefunds & PayoutsStaffTimelinessHonesty & Transparency

      Reviewed Oct. 7, 2025

      I have gone to Sandals since 2017. They have really cut cost and staff, I went to St Lucia in Feb and Antigua last month, Sept., I have a horrible experience, both times we showed up and they did not have our room, we had to go to room after room for a couple of hours, it was a nightmare, this was my 45 anniversary, and it was the worst one of my life. They no longer have a person come to you at the pool and take your order, you have to get up and go and order your own drink, they cut cost and now use Tilapia, look it up, this is the cheapest fish they can buy and it taste terrible like lake water. They repeatedly lied to me, a man came to my room and told me I had to sign a waiver since I was not using them to go to the airport, we did not want to sign, he would not leave our room till we signed this waiver!!

      The next day they informed me I had ordered a town car at the cost of $160.00. I told them I did not order a town car and that I had requested a cab, they showed me the paper we had signed, it was not a waver but it was to order a town car, I refused to use it, the drive came up to my wife and I crying saying if we did not use the town car they would make her pay for it, sorry I DID NOT ORDER A TOWN CAR!!! I canceled our next trip to Granda next Feb, they informed me they are keeping $500 out of the $6,500.00 I had paid, I was told on Sept 23, 2025 I would get a refund in 7 to 10 working days, today it has been 11 working days and 15 days since I canceled and still no refund.

      I called and they informed me they were starting the refund today, and that I would get it in another 3 to 5 days, I called and was very upset, I demanded the money be put into my account today since I was told I would have it in 7 to 10 business days, and we are currently on day 11, now wait another 3 to 5 more days, DO NOT GO TO SANDALS!!! I have 89 days and am 11 days short of my 100 days and being a diamond level, I am done and am NEVER GOING TO SANDALS AGIAN!!!

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      PriceStaffRatesValue

      Reviewed Sept. 29, 2025

      I wish I could give it zero Stars but it's not an option. We watched the staff drinking alcohol on the beach and then filling the bottles up with water. We brought this to the bartender's attention and nothing was done about it. They acknowledged that the bottles were watered down and that was it. The room was absolutely disgusting as there were no electrical outlets that worked. For the price they are charging. You can go on a much better vacation, it is overpriced and not worth it anymore. Go elsewhere.

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      Staff

      Reviewed Sept. 29, 2025

      We were so excited to go to the Royal Caribbean Sandals Resort. Room was decent, food was decent, service was not. I don't want to pay the amount we did for "decent". About three people in the whole place acted like they wanted to be there. Every employee was miserable and we could tell by the lack of service they provided. They had the nerve to wish us a happy birthday two days after our ANNIVERSARY!!! Why even bother asking if we are celebrating something special if you can't get it right. The staff definitely played favorites. Better service for the rich and famous or those with butler service. We will never go to another Sandals again. We have been to far better resorts, treated better and paid less. Peace Out Sandals!

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      Customer ServicePricePunctuality & SpeedRefunds & PayoutsStaffBilling

      Reviewed Sept. 29, 2025

      I had a very disappointing experience with Sandals Resorts regarding a billing issue that still hasn’t been resolved. On August 15, I was offered an upgrade by a Sandals representative and paid $375. I was clearly told I would not be charged an additional $772.80. The rep assured me the charge would be removed when the office reopened on Monday.

      Despite multiple calls and reassurances, the $772.80 was charged to my card on August 19. I was told the issue was escalated and I’d receive a refund within 3–5 days. It’s now been over a month, and I’ve called several times. Every rep has acknowledged the mistake and confirmed I was charged incorrectly, yet I’m still waiting for my refund.

      I’ve already completed my trip and I’m not asking for anything free—just that Sandals correct their error and refund my money. The lack of follow-through and accountability has been extremely frustrating. I’m also requesting reasonable compensation for the time and stress this has caused. Booking #**. I hope Sandals takes this seriously and resolves the issue promptly.

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      Customer ServiceStaffBilling

      Reviewed Sept. 19, 2025

      I have been a loyal Sandals member for several years, and my husband and I have always spoken highly of the exceptional service and experiences we've had at your resorts. However, I am deeply disappointed by a recent incident that has left me both frustrated and disheartened. As a special wedding gift for my sister, I arranged a private dinner on the beach—a surprise I was incredibly excited to give her. During my phone call with Sandals, I clearly stated that this was meant to be a surprise, and I was reassured not once, but three separate times, that my sister would not be notified until she and her fiancé arrived at the resort. I provided all necessary information, including my name, email, and credit card, and trusted that the details would be handled with care and discretion.

      Despite these assurances, an email was sent directly to my sister, completely ruining what was meant to be a heartfelt and memorable surprise. This was incredibly upsetting, as it was my final wedding gift to her—something I had put a lot of thought into. What made the situation even worse was the dismissive and curt attitude of the manager I spoke with when I called to express my concern. Rather than showing empathy or attempting to make things right, the response I received was cold and inconsiderate. I expected much more from a brand that prides itself on luxury and customer care.

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      Sandals Resorts Company Information

      Company Name:
      Sandals & Beaches Resorts
      Website:
      www.sandals.com