Sandals Resorts Reviews

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.

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.

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,

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.

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.

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!!

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.

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!

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.

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.