Sandals Resorts Reviews

General

- Our luggage took at least 30 min to get to our room after we checked in. When we asked the luggage person where the ice was, he pointed to where it was instead of offering to go get it.

- The beds were very hard (much harder than average hotel beds).

- The music was way too loud during the daytime at the main pool. We had difficulty having a conversation with anyone. The DJ should consider suggestions for the type of music the crowd would most likely enjoy (e.g., country or '70s rock). At the smaller pool (closest to us) the DJ did take suggestions but went back to the same music after perhaps an hour.

- The service attitude was sometimes not very enthusiastic (especially among some of the women – no smiling, for example).

- A gift of chocolate strawberries (that we intended for our new friends) was sent to us instead of our friends. Our concierge said they would pay for the corrected order. Unfortunately, we had to walk down to the concierge and have them correct it. They didn’t immediately correct it and we had to ask again on our last morning (as we were checking out).

- We received a courtesy call for feedback on Wed. I asked them to call back because we were in the middle of something and couldn't talk. They never called back that day.

- There was a system issue when we were checking out (we had to walk to the front desk, and they also had issues).

- We didn’t notice any AED devices on site (in case someone has cardiac issues).

Room and Related

- The cleaning service came at 5p (we shouldn't have to ask every day for cleaning before 4p). After we asked, it started coming during the days while we were out by the pool/ocean.

Restaurants

- The plates in the Bayside restaurant for the morning buffet were often missing. Food was sometimes not updated (e.g., cobbler missing for a considerable amount of time). We hardly got any service at our table the last full day we were there (and had to chase someone down for coffee). There was also no offer of mimosas.

- Candles should be placed outside for Eleanor’s Restaurant - it was too dark to see our food.

- Why are various restaurants closed on different days? All restaurants should be open daily for normal business hours.

The food was glorified cafeteria food. Many of the salad bar items were fermented and weren't changed frequently, aside from the everyday items like salad bar, fruit bar, and breads, there were only 8 chafing dishes at each meal. One each for noodles, rice, potatoes, chicken, pork, beef and 2 local dishes. Nothing gourmet like they promised on their website and brochures. There is a phone app with activities listed that probably hasn't been updated since before Covid, so it was totally inaccurate. For the $34,000 I paid for the 8 of us, you can imagine how ripped off we felt.

I contacted them after we returned via email. They sent me a form-email saying they would review my concerns and get back to me within 2 weeks. They did not. 18 days after my initial email, I emailed again. They didn't answer that one either. So 2 weeks after that, I emailed again. I still haven't heard back from them. They emailed me a survey right after we got back home, but as soon as I clicked on the #1 when they asked me to rate my trip from 1-10, with 1 being the worst and 10 being the best, the survey disappeared. In other words, if you give it the rating it deserves, they will not average it into their ratings, which means you cannot get an honest rating on their website.

Usually our vacations have always been amazing. This is the first mediocre vacation we have ever been on, and for $34,000, one should be able to expect spectacular. The people who worked there were all super nice, the tropical cocktails were delicious, but the resort itself was a huge disappointment. The rooms smelled musty. They were rundown and in need of a complete refurbishing. Don't waste your money at this inferior resort. If you want true value and an amazing vacation for your all-inclusive vacation, go to Club Med instead.

Some food on the resort was great like the sushi and the French restaurant but some was just ok and definitely needs to be better to match the rest. I would stay away from the pizza. It took over an hour to get 2 pizzas and they were cold and had wrong toppings on them when we finally got them. Ochi is a beautiful resort but just needs some updates to rooms and a few common areas. We have booked 3 more vacations all to different Sandals resorts and very much look forward to all of them.

During the day there is a "quiet pool" (East Bay Pool) and what we called the "fun pool" (West Bay pool.) The fun pool has dance music playing most of the day, and games happening near the pool on and off all day. We spent all of our time at the fun pool. The bartenders at all the bars are friendly and make excellent drinks. For example one of their drinks is a fruity concoction with banana, and they use real bananas, not just a banana-flavored mix. My husband loves whiskey and he was served *plenty* of good whiskey. The food was also good - we really enjoyed everything we ordered all week long.

The steakhouse and Soy were, in our opinions, the highest-quality "fanciest" meals at the resort. The other restaurants were all very tasty and good but don't expect four-star Michelin restaurants the entire resort-stay, which is fine! We had tons of grouper and shrimp and steak and all kinds of goodness. Every meal was satisfying. The Italian restaurant has an excellent antipasto bar (so good!) We loved the two food trucks, the coffee truck has delectable sweets, and the fish tacos at the other truck are delish. Breakfast buffet is good, and the French restaurant breakfast is great too. We did not get to try the French restaurant for dinner because someone (me) drank a little too much and went to bed early.

Coconut Grove at night is great fun with Giovanni and James. Genie is an excellent entertainment manager, and such a lovely, fun and lively lady! Angel sang at the Coconut Grove and was amazing, Karaoke and dancing was a blast, the evening couples games were hilarious (we took part and had a blast) and I loved that one evening it was very cool and windy and while sitting out on the couches they passed out blankets.

Private beach was beautiful and SO relaxing. Beach at the resort is smallish but very pretty. Being January the weather was a bit cool and very windy so we didn't go in the ocean much. Please do NOT expect the pools to be so heated that on a cool and windy day you can comfortably hang in the pool. We had a few windy days, and a few calm days with a lot of sun. At about 70 degrees with lots of sun and little wind, in January, the pool was fine because the sun was hot enough to keep it enjoyable. At 70 degrees with 20 MPH winds and not full sun (passing clouds) there was no way to hang in the pool, too cold (the pool had waves!) but it was still fun to sit around the pool, eat drink and be merry! The hot tubs were nice and hot and fun to relax in. We highly recommend Sandals!

I don't think that this type of connection should be allowed when booking flights. It was ridiculous, and even more ridiculous that I wasn't being listened to when I tried to get it changed because I knew that would happen. I asked the booking agent from Sandals 4 times to change the flight and all 4 times she said no and just kept telling me it was a legal connection...whatever that means.... When we got to the resort we waited almost 4 hours for our room. When we got to the room it was FILTHY. It smelled like feet, there were what looked like food stains on the carpet, stains on couch, the chairs, and the curtains. The carpet looked as if it hadn't been vacuumed in a month. There were fruit flies in the liquor bottles, and coffee left in the coffee pot from the people before us. Our robes were dirty and our "garden" view was of a parking lot, not the garden views we were promised when we paid 6 grand for this vacation.

Sorry, but we expect a clean and presentable room when we wait 4 hours for it, or pay that much money for it. We decided to get room service our first night because we were so spent from travel. We were told it was going to be 45 min to an hour but we waited 2 hours and when I called to check on it we were told it would be up shortly. It came about 20 min later and was ice cold. We took a few bites of our food and left the rest. It was awful, and at that point, way too late to take it back and get anything else. If I'm going to wait 2 hours for room service the food best be piping hot. It tasted like it was sitting out for 2 hours before it was even brought to us. This was absolutely unacceptable! It's almost as if, because we didn't get the super fancy butler service or the big expensive rooms that we were really not that cared about and that is very upsetting.

We have stayed at Beaches Negril on 2 separate occasions and had the best time with fantastic service. After staying at the Royal Bahamian, I can honestly say it is not a place I will come back to. I'm very disappointed with the room and the stay. I hope in the future they can get their standards up to what Sandals claims in their advertisements.

We were served boxed breakfast consisting of fruit and stale pastries, in which we did not receive the first day because they ran out. They promised to bring us breakfast but never did. We were also served burgers and hotdogs for lunch, in which the buns were stale. Any reservations for the on site restaurants and excursions we had planned were cancelled and we do understand the reason.

However we asked for some type of concessions and credits due to our entire vacation being ruined. We were looking forward to staying at a Sandals resort! It was our first time and we always wanted to experience that level of vacationing. I was advised by one of their customer services representatives that they would accommodate us with some type of accommodations, due to the unforeseen interruptions but all they keep saying is basically we did what we had to do. They won't even address the fact that I am asking them for credits towards another stay. We paid $835/night for no amenities, no entertainment, no comfort or accommodations etc. Also the rooms were dated and with a mildewy smell. Never again, you stay anywhere else for a more reasonable price and better experience. Secrets has them beat! Hands down!

This is where the horrible practices and the nightmare begins; I called the super lovely staff at Sandals and kindly explained that I’m no longer interested in the trip that I booked. I even paid for the cancelation security thinking that Sandals would honor the advertisement just to find out that they don’t care about their customers. After what seemed to be hours of going back and forth with management about a refund, I was then directed to Tripmate and assure that I will get a partial refund if I filed a claim. I then proceeded to call Tripmate to file the claim. I sent in all the proper information just for Tripmate to tell me that my reasoning for canceling my trip is not legitimate enough, and the only thing that they can do for me is to get me a voucher so that I can go to the Sandals Resort on a later date in the near future.

In conclusion, I am truly disappointed in the horrible business practices that this establishment has to offer. Please note that from this day forward, I will do my best to make sure that whoever I come in contact with knows about the horrible practices that this company indulges in. Hope that this message is well received by everyone, and I also hope that this message helps prevents someone from falling victim to this establishment's repulsive shenanigans. Two thumbs down for Sandals.

My relative got sicker and I have had to cancel the trip. Oh no problem I think, well...Not only was I on the phone over 3 hours with several customer service people but was told by Sandals and the Trip Mates insurance company that I won't get a refund AND my airfare will expire within 6 months and no way will I be able to use before it expires. So I am out my deposit of $500 and $2200 airfare. This has me so upset about Sandals Resorts, I have lost all desire to ever step foot on another one of their properties.

The app; They encouraged us to use their app. So we did. Looked up the French restaurant that said no reservations required, when we dressed and got there, they told us we needed a reservation and would not help us. Total waste of time. They still have not updated their app. Why ask people to use it if you are not going to keep it updated. The excursions included in your stay; they are all chintzy. I didn't even bother to take pictures. I expected a luxurious experience and got a mediocre one. We will try one more vacation there but if we do not have a better experience we will use someone else. We plan on trying Barbados.

Spoke with Roshan (Manager). Told us at 2:44am that they are fully booked and that there isn’t anything he can do for us at this time. “This is not the norm for us.” X2. He said he will send someone around in the morning. They “typically have people to check out on the am and can get us another room then.” After talking more roaches appeared, we took our pillows to sleep in the lobby. While there, Roshan (manager) asked, “Why are you here with pillows?” We proceeded to inform him that we were not comfortable sleeping in a roach infested room. Mysteriously he found a room for us to stay in. We tried to get comfortable in the “room for the night” but really couldn’t without our items from our prior room. (Which was supposed to get fumigated). We literally had to sleep in the clothes we partied at the club in! As women, that is unacceptable.

7/24 @ 9:30am. Spoke with Club Sandals (Reanne). Said to speak with Tudian who is currently in a meeting. Informed us to come up to the desk in about a half an hour and speak face to face. (Still in same clothes). 10:18am. Currently sitting in front of Club Sandals trying to figure out what can be done. Called Sandals (305) 284-1300. Representative said, “Sheena is coming over to speak with us.” (10:22am).

Spoke with Sheena who basically gave us unacceptable options in which I walked out on. My roommate stayed and communicated with her. After communicating with Sandals about our issues when we returned home, I was met with assumptions about my reasons as if I was seeking “further” compensation! Never did I ask for anything other than what I paid for!

FYI, we were at no time notified regarding the point expiration date and were never told that there was such a thing. We are extremely disappointed and I contacted Sandals via my Sandals app to see if they were interested in correcting this issue, no return correspondence. I want people to realize how things can deteriorate. I realize covid put a damper on resorts but I can't understand how they could treat us like this! John ** Sandals member ID **

Our concerns were never addressed. Every time we entered the room we were hit with the odor of mold and mildew. After several days I examined the room closer and noted several places where mold had been painted over as you can see in the attached pictures. The staff had to have been aware of the rooms condition, but the room was booked despite its condition and no steps were made to rectify the issue. I am concerned that guests may become seriously ill from being exposed to and inhaling mold spores. I suggest that the room be renovated, and the mold and mildew issue be addressed immediately.

The food wasn’t really good except for the Hibachi and half the restaurants weren’t open and to top it off we paid a lot of money for a candlelight dinner on the beach that was supposed to have a bottle of champagne, a red rose and after they seated us on the beach there were 2 waiters and it took them 35 minutes to just bring us a glass of water. I will never go to this Sandals resort again, or any for that matter. I was so disappointed after being a travel consultant myself, I would never send anyone there for a vacation, there was no communication at all and the beaches were nasty, no one told us that they had extensive rain and they were draining the water from inland into the ocean bays, which made the water look dirty instead of the turquoise green, that I was expecting.

As someone who has traveled all over the world, this was the WORST place we have ever stayed at, so whoever reads this, please know I don’t ever complain, but after you go to the front desk twice, about how frustrated we were, nothing was done pertaining to our candlelight dinner, being so bad on our anniversary night. We also found out that they were renovating parts of the resort and they were understaffed as well. I should of took a cruise, it’d been cheaper.

I could go on for hours but you get the point. DO NOT SPEND YOUR MONEY ON THIS DUMP!!! We met numerous couples during our stay feeling the same way. We met with management 3 times during our stay, spent our last day typing emails to Customer Support, and NOTHING has been done to resolve our complaints. It has been 2 weeks and now reading other reviews here I can see nothing is going to be done and there will be no response to our complaints. So we got ripped off for $8000 but will try to stop it from happening to other couples. DO NOT EVER "VACATION" AT A SANDALS!!!! It is NOT a vacation, it is a NIGHTMARE!!!

They told me that the deposit and insurance was non refundable. They also advised that I could book another trip and when for this year and before the time came I could cancel and book another trip. I told the customer service person I could not do that because my husband would not be able to go this year and it would mean me wasting everyone's time by booking and canceling. So she told me, "Ok. Well that's our policy." I then told her to cancel the trip and I lose my money. Why could they not offer me my deposit back and I would gladly book at a later date. But now, I will never book with Sandals again. My husband's cancer was so unexpected and we are trying to get our life back to some normal as we went through a terrible time. I also understand they have to make money but that way! So when my husband is better we will be booking a trip at another all inclusive resort other than Sandals.

--> If you just lease a room for 1$ and sell it to others at 10,000$ a night what value did you add? Such as my plane tickets.

400$ tickets were sold to me for 1200$ + why? Is that what luxury means just overpay for the exact same thing which I thought was not luxury. Super mad at them stealing my money, don't care that legally they are legal but for me this is a scam and I wish Canadian were protected from such bad business.

We went to Sandals Curaçao in December 2022 and were extremely disappointed with our vacation. Whether it’s the food, the service, the beach, the bars, the amenities, such as the non-existing tennis court, almost nothing at this resort is worthy of being labeled Sandals, except for the price! We certainly didn’t get our money’s worth!

We all know that Sandals is generally more expensive than most resorts, and it used to be worth the money, but it now seems that Sandals is fast becoming just another average resort. It also seems that Sandals is now in it to simply make money rather than offer a luxurious romantic couple’s vacation. We did raise our long list of issues and concerns first with Curaçao’s General Manager and then with Sandals Customer Service, but what they were offering was far from being satisfactory considering our overall poor experience. So unless we see some major improvements in overall reviews, we will not be returning to Sandals anytime soon.

I WILL NEVER GIVE A DIME TO THIS ** COMPANY! What’s sad is that I expected them to take care of me and my husband even after I booked on-site another trip to Antigua that they would’ve done something additional, no they didn’t! They were RUTHLESS! If my experience doesn’t stop you from booking at sandals then GOOD LUCK TO YOU! Because, they’re there to just take the our money and that’s it! This ** Company does not even deserve a star! Better yet, research other all inclusive resorts such as Secrets! That's where I’ll be going next!

Website on this resort is not accurate in many areas: none or little beach (not as expansive on website); Amenities obviously are wrong (robes & slippers); Dining reservations are incorrect, they show 4 when there were only 2; How can you run out of towels at a resort; no list of restaurant closures (showed up for dinner/closed); Turn down service is hit & miss.

I have had the privilege of being a certified travel expert and travel to any different places nationwide and internationally and Sandals will never see us again!!!! Beware before you spend with them. We also place a order for a portrait book last year which just arrived yesterday 01/15/23 and we are still waiting on the other items we purchased as well which was the blanket with our photo on it. I don't mind paying for service, but theirs (Sandals) is not worth it, and I spent more time on the phone with there corporate office/reservations service complaining and constantly being placed on hold more than anything.

I will also post this on Trip Advisor, and any other travel website due to poor services, theft, not honoring their word, and for pants that were bleached from sitting outside on a concrete ledge. Totally unacceptable!!!! Don't waste your time or monies and I have all the emails and documentation as well. Consumers don't do it. I travel for a living and each place I go I recommend to our clients in the travel business if it's a good place. And at the end of the trip I still left gratuities for the butler staff.

Visa tells me I have to deal with Wells Fargo and Wells Fargo is telling me that it “appears” I approved these charges. They have no signature and no video showing me in the middle of a Jamaica at an auto body shop. I NEVER even left the resort!!! I have spent hours on hold with Sandals and they kept giving me the run around and asking me for another week and that someone would get a hold of me. It’s been almost 3 months now and the only communication with them has been because I continue to reach out and beg for their help.

Finally today (1/6/2023) they told me there is nothing they can do. I am absolutely heartbroken that they don't care and did nothing to offer to help me or make it right. I will tell you the people we met in Jamaica were lovely but it is clearly unsafe. I am in tears as I don't know what else to do. Beware and choose somewhere else. It wasn’t worth this nightmare and I would hate for this to happen to anyone else.

The Royal Caribbean is close to the airport but the planes are up high so no bother. It is smaller than the Sandals nearer to the airport, and very noisy, but has all you need. Yes there are times getting your food might take a bit longer than you expect but it comes hot and all are great. You need to understand island time is different than the rush time where you come from. Relax you are on vacation. All in all you need to understand that each resort is unique in layout, staff, and activities. Loud parties are not Sandals Royal Caribbean.

We were flying from Northern California so we took a red eye to arrive at the resort around 3pm the next day because that was check in time. After 22 hours of traveling and no sleep, our bus finally made it to the resort. We were not greeted and the other 20 people on our bus were immediately taken to their rooms. So, we sat and waited, we attempted to ask but were brushed off. After an hour we finally found someone who said our room wasn’t ready and to take a seat. I finally told them we were starving and had been traveling for 22 hours so they walked us to the “jerk shack” to have a light snack. This place was just confusing. No “please wait to be seated” sign. All of the staff watched us walk in and sit but nobody would wait our table.

I finally walked up there and asked for a menu and the gal looked over her brow and smartly told me I was to wait to be seated but she would help us this one time. It was 4pm and only 3 other couples were in there. Around 5pm we walked back to the lobby, many more people had been arriving and we were again told our room wasn’t ready. 15 minutes later he came over to get us.

Here we go with the confusing rooms…We were in the Italian building. When I booked it said it was a beach walk out. We were on the 3rd floor (1314). Also, you could barely see the beach beyond the sea grape trees which is fine. But, online, it also said it was a one bedroom which was more expensive than the junior suite. But we were in a junior suite. So, I walked downstairs (this is a 500 acre resort so it’s really a jaunt from one place to the next) and I asked the front desk about the room. The manager came out and told me our room was a one bedroom, if it all fits in one room then it’s a one bedroom. Also, he said I must have been confused because my room was a walk out. Only butler rooms can actually walk to the water. Ok, whatever, not what I purchased but I just wanted to relax. At that moment I noticed the other 6 people in our group had arrived and were being greeting with beverages in the lobby.

When I got back to the room we decided we were too tired to go to dinner so I was going to order room service. I called down and was informed my room doesn’t have room service. Say what?! That’s a thing? I even asked if I could pay for it and they said no. So, we took a shower and went downstairs. Not before slipping in a huge puddle in the hallway of our room. Apparently the AC leaks 24/7 and leaves a massive puddle in the middle of the room. We kept putting towels over it so we wouldn’t forget.

Made it downstairs (they don’t provide any sort of pamphlets telling you about food or times things open/close so it’s a guessing game) and we found a restaurant that looked nice. They asked for the name on our reservation. Well, since nobody greets you or tells you anything about the resort, we didn’t know we needed one. So we found some other restaurant. All I can say is that all of the food here was incredibly bland and gross. I couldn’t even eat my fried rice that first night.

Now let’s talk drinks. It took a few days to figure out what to order and what not to order. They have one type of beer which is red stripe and we are beer drinkers but it doesn’t even taste as good as a coors. Now the booze, was hard to find brands that we have in the US. They mostly try to force their Jamaican rum on you which to me tastes like gasoline. I finally had to tell them “only dark rum please” and I’m not a rum drinker at all.

The first morning I went down to make reservations and the only opening was for the last night we were there. When they say people on the island move at island pace, that definitely goes for their employees. Everything took an extremely long time. We even took out the fishing charter at the resort. It was very obvious that they really don’t care if you catch anything. They literally drove us in a big loop and changed bait 2 times. This is not how they do it in Mexico. In Mexico, we fish and eat good that night. This was rather disappointing.

Our last night was the only decent meal we had. We retired early at 8:30 and upon returning to our room, the indoor safety latch had somehow latched itself when we closed the door to leave. We had to wait for a maintenance guy to come and break into our room with a screwdriver and pry the latch off. We were advised to not travel off the resort in the south coast area unless we were getting a taxi to Montego Bay (2 hours away) and they quoted us $200 for a taxi ride. So, we were unable to eat any true Jamaican food while there which was very disappointing for a couple of foodies like us.

There were many more issues with our trip but these were the memories that stood out the most. Our shuttle to the resort and back to the airport was listed as an hour drive. It’s actually 1 hour and 49 minutes. Our plane was schedule to depart at 12:26pm so they said we had to be checked out by 7am and our shuttle would leave by 8am. Once checked out, you can’t get food but you couldn’t get it before then either so I got car sick from the insanely twisty Jamaican roads. Then our flight was an hour and a half delayed. Needless to say, I won’t ever use Sandals resorts again.

The next afternoon still no hot water and maintenance was called again and no one was aware that there had been an issue from the previous evening. Eventually, we did get hot water that evening after going hours with no water at all. On the day of our departure, I asked to speak to a manager. I made them aware that we were unhappy with our stay and disappointment that absolutely no one had apologized for the inconvenience that we had endured. We were then offered 15,000 points towards our next vacation at any Sandals Resort and an apology. The points were never credited to our account. I might consider going to another one of their resorts but definitely not Royal Caribbean. If it wasn't for the butler's service I would have given them 1 star.

The next issue is that the butlers now have to cover up to 9 couples at a time which hampers them from being effective. There were times that I would call or message them and receive zero responses. Days would go past and I wouldn't even here from them, it got to the point I gave them the phone back because what service am I receiving? The butlers are even frustrated and voiced to me that the shortage has been going on for some time now.

Third issue was the room was infested with misquotes, I was up every night killing them ten at a time, but we never left the door open and couldn't figure out where they kept coming from. From talking to the other rooms it seems to be a issue for everyone. Informed the Butler and front desk and nothing was done. The other problem that room 1130 told me was they had issue with bed bugs and my wife should me bites on her legs as well, Both rooms informed the butler and front desk and again no one reached out or investigated the room.

The swim up pools are a joke and offer zero privacy, you would have people swimming up and starring in your room and leaving dishes in your area. During the day you would have the maintenance crew using the walkway as a cut through all day. It got to the point the my wife felt uncomfortable sunbathing. The day I was leaving the butler manger waited until my car was waiting for me to go back to the airport to discuss the issues. I explained to him the issues and he immediately got defensive. He said I can guarantee 100% this resort doesn't have bedbugs. Even though he received complaints from 3 different rooms.

He said we have a process and protocols in-place if this is reported. I asked him what is the process? I asked him if a client reports it, what are the next steps? He said we investigate, and said no one entered our room after the report was filed with the butler or front desk, so your process failed. He could reply and I said if you want to discuss further here's my number - never heard from him again. Talking to other rooms - Room 730 phone was broken, front desk said they would send someone to fix it and they day the left, I asked them and they said it was never fixed, Room 1130 told me the TV was broken and again they said they would fix it and no one ever should up to fix the TV or investigate the bedbugs claim.

It's a total shame that if an issue arises, they don't even react at all. The attitude is just deal with it. No sure if anyone experienced these problems recently or it's just this Sandals resort or post COVID new norm. Not what I expected from Sandals and extremely disappointed with the lack of service and the amount I paid for that service.

Jan the Butler was amazing and she was just as much a part of our vacation as the room and the property. Jan does everything with a Spirit of Excellence and has an eye for details which makes her an exceptional employee. I have managed employees for over 20 years and I know Jan would make an amazing trainer/supervisor. She can teach others how to make guests feel like they are the only VIP and their needs and wants are the most important to you.

She does that each and every day that she shows up. She deserves honor because of her we will visit another Sandals resort and we are even considering coming back to South Coast all because of her service. She made us feel like it was her privilege to serve us. The property is amazing and if you never leave the property your vacation will be memorable due to all the amenities. This property is definitely something out of a romance novel.

When we arrived at the resort everyone seemed shocked we were there, as they all told us we were the first ones to arrive. We were basically told "go find something to do your room isn't ready". We walked around and everything seemed closed, we found Dinos the pizza restaurant and they treated us like we were diseased. It took forever to get any service and once we did it was poor to say the least. We then went to the front desk and our room was ready and we were escorted to our room. We were in room 2404, and the hallway was very smelly (musty smell), which we later learned was due to a pipe breaking. The mornings were not as bad as the afternoons.

We live in a Florida and left through a storm and my husband and I were having some pressure, sinus issues prior to leaving for st. Lucia. For our first full day we had booked a candlelight dinner on the beach. Our server there was sweet, my husband started to not feel well, kind of dizzy and just wanted to be back in the room. I asked our server what we could do and she said "no.problem, I'll bring it to your room," which she did, but my husband did not feel well and at that time didn't want to eat. The food was brought to us plated, well, the mini fridge was way small for those plates....We ended up putting the food from plates in glasses and covered them with coasters. Needless to say the following day the food frozen and not edible!!

We decided that we should cancel our excursion because we didn't want to away on a speedboat, dizzy and sick. We received 7 different phone calls (and my husband doesn't feel well) regarding the cancelation of the excursion. We were told if we want refunded we had to see the nurse. We asked if she could come to the room, after another phone call (it was acted as if this was never ever an option) she was able to come to the room. She was very sweet and understood and told us she will let the appropriate people know for our refund. Wshew....things are ok....right?!?

We went to the outside bar about 930am and were told they didn't open for 30 minutes....We sat in the hot tub/pool until 10. My husband walked up to the bar with our cups that we brought. The bartender was super rude and informed my husband he has to get ice which took 10-15 minutes, this was after they should have been open. It filled our drinks (in opposite cups as my husband requested) we quickly realized there was no alcohol in our Miami vice and strawberry daiquiri. My husband went back to the bar and asked the bartender if there was alcohol in the drinks he looked at my husband and said "nope, not yet".

My husband planned to golf, the shuttle was supposed to be there at 1, and around 115 he told the other people waiting I'm going to the restroom and when he came back the shuttle was pulling away. He went to the front desk and he was taxied there (which Sandals paid for). Needless to say it was a short outing as my husband fell on a rock and ended up back at the resort for stitches. Nurse Tana was amazing (same one that came to our room, a few days prior). We waited for doc and chatted.

Since we had checked with excursions and front desk the money was not credited, I asked the nurse if she let them know about our room visit. She told us, she tried to do a report but the computers were down and she went to manager on duty and they told her they would take care of it. Well, they didn't. She said she got a "complaint" from the staff at sandals saying she didn't do her job. (Don't worry we are not done with this situation). Because of this and all of the events leading up to this, I decided we needed to speak with a manager, the front desk was less than helpful in getting the manager. Finally Nadia came (relations) manager and she was lovely and seemed to emphasize with our situation. She was able to have the chef re create our candlelight dinner and have it sent to our room. That was incredibly sweet. She also said she would take of our other issues and she would follow up with us.

The next morning a less than thrilled worker was in the hallway "trying to find the smell". So that was awkward!! But he didn't seem to smell anything. I did tell him it's always worse in the afternoon because of people walking on it. Again, worker seemed put out to have to do work. Now it's the last day and we are settling up at check out and....that excursion charge was still on our bill....after we were assured from Nadia it would be taken care of. So after, more of our time and going between the excursion desk and front desk. It was finally taken care, after a lot of time was wasted dealing with this. I believe that was the biggest disappointment of all because we trusted our issues were handled by Nadia, and to find out they were not was a huge letdown. If traveling to this resort, please do not expect top notch service because you won't get it.

When we got here, we are immediately escorted to our rooms and pretty much left without any idea on anything when it comes to here. We then found out, we had to make reservations for dinner every night and could not make reservations until speaking with the Sandals food desk (open until 5) and when we went Tuesday am to make reservations, everything was literally booked up. Not that big of a deal but something should have been specified. Every other all-inclusive we have went to, we have got a tour, info on the resort and different amenities, not here.

If you are a younger couple like us (late 20s) you do not want to stay here. Everything closes at 9 and the only thing open is a piano bar (all standing) and a stinky bleach “pub” that shouldn’t even be at the resort. You don’t have many food options besides 2 breakfast places. Mainly just buffet, one lunch place by the pool & the dinners at restaurants have not been open every night. No room service, no amenities, nothing. Stay at the Montego Bay Sandals! The room has been the only good thing here until today. We are in the “brand new building” in the luxury suite with tub etc. The room AC doesn’t work nor have any electricity.

Going to the front desk with our frustrations and trying to swap to the Montego Bay resort (super beautiful) It is “Sorry, we can’t do anything for you, everything is booked up” Nothing has been helpful and with it being our honeymoon it is super disappointing. After booking multiple all-inclusive resorts all around the Caribbean, we thought SANDALS would be top of the line. Comes out to be it is the complete opposite. We had more amenities down the street at the Royal Palladium for a 3rd of the price we paid here.

All said & done, we want to let newlyweds to not make the same mistake that we did & book here. It is not worth the price you pay and unless you are staying at Sandals Montego Bay. I wouldn’t book another Sandals resort because of the awful customer service, Obnoxious pricing & because it is not worth your time. STAY AWAY.

I attempted to dial 0 to get a pick-up and received no answer MANY times and depending on where you are at the resort, it is not walking distance. A group of us attended the spa and the pricing is deceptive! They include a service fee that is not mentioned and asked what kind of oil you would like and did not advise it was an additional $50. I WILL DO NOT RECOMMEND THIS LOCATION AT ALL!! Not luxurious and very outdated!

In addition to that our "patio" if you can even call it that was barely large enough to fit two chairs and a table and have an extra 5 feet of space. The photos of the room online and what the room actually looked like when we got there were completely different. In addition, it states that every room gets two complimentary robes for your comfort to use during your stay, we were unaware of this until the day before we were to check out when we received a letter stating that the robes cost $65 each if you took them with you. We never had any in our room.

As for the cleaning, I will say that yes my room was turned down daily and left clean but the issue that I have is when I started out I had 4 towels, the next day we only had two left from showering our first day. Rather than restocking the two that we used they simply took the two dirty ones away and only left us with two. We would only get 4 towels every two days.

We had a bath mat our first day and our last day before checking out, otherwise we were forced to put down face cloths and other small towels just so that we wouldn't slip after taking a shower. Another thing that I found very disappointing while not necessary it would have been nice if it were done but we found out that every other couple had animals made out of towels placed on their bed daily. This was an experience that we never got. Again though as stated not something that I feel is necessary but just a nice little added touch that we did not receive.

We opted to take advantage of the "free" photo shoot which indeed is free. Although you have to pay for the photos that you wish to keep. After selecting around 30 photos that we wanted to keep we were told that we could get the 30 photos for the "25 photo price" but we would not be receiving a photo collage or photo album or picture frame unless we wanted to pay more money. After it was all said and done and we paid for the photos we spoke with another couple who got 10 less photos than us for $60 less and also got the photo collage.

They also informed us that there was a photo package deal that actually cost $20 LESS than what I paid but it gave you 40 photos and a photo album. This was never something that was made aware to us. When I went back in a few hours later and asked what I would need to do in order to take advantage of this promo I was told there was nothing that I could do about it and if I wanted to get a collage or photo album I would need to pay an additional $60 "because I opted out of it." The staff who sold the photos to me didn't seem to care at all about the amount of money that I had already spent nor did they seem to care to want to help me. The photographer that took my photos I will say did a very good job and was very kind though.

The food was mediocre at best at most restaurants and would typically have anywhere from a 1-2 hour wait at times just to sit down at a table in addition to another 1-1.5 hours just to get your food served to you. One couple that we went with sat down at the Mariner restaurant outside, and ordered food. They told their waitress that they were moving tables from one in the sun to one in the shade. After waiting another approximately 45 minutes they were informed that "they left and they could not find them and that they did not tell their waitress." In addition the restaurant Spices is closed on Tuesday nights but that was never told to anyone until we got there. The staff would tell you that you don't need a reservation at some places or would make a reservation for you only to have you be forced to still wait well after your reservation time just to get your seat.

Sandals also failed to make mention to us that no matter what time your flight is (our flight was at 3:13 PM) you are forced to leave the resort 3 hours prior to your flight time. Had I known that I would not be able to stay on resort any longer than 3 hours before my flight left I would have booked an earlier return flight as I only booked the later flight anticipating that I could spend more time there when ultimately I only got 1 extra hour after checkout which was spent sitting in the lobby waiting for my shuttle bus.

And lastly what I found to be most frustrating from the whole ordeal was that one of my friends went into the gift shop and purchased a t-shirt and hat combo for $20. I went into the gift shop two days after he made the purchase to get one for myself, when we noticed that the price quickly jumped up from $20 just two days prior to $35. When we spoke to the staff there they told us that it was always $35 and were incredibly rude towards us. I understand that you should expect to pay a little bit extra for souvenirs sometimes while on vacation, but to price gouge like that is completely unacceptable. Overall the value that we paid for and the value that we received are two completely separate things. We were charged well more than what I feel the value was worth and will not be returning to Sandals ever again after this experience.