Sandals Resorts

Sandals Resorts Reviews

Caribbean Chain

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

Sandals Resorts Reviews

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    Customer ServiceContract & TermsPricePunctuality & SpeedOnline & AppStaff

    Reviewed Oct. 5, 2024

    Dear Mr. Stewart: This letter is to inform you of our recent terrible experience at Sandals Royal Bahamian and our request for reimbursement. We cut our vacation short and were forced to pay an additional $1,600 just to be able to get home – and had to spend another 10 hours flying and on layovers in the airport. When you hear what we suffered through over our shortened stay we hope that you will do what is right and expected and refund us the entire amount we spent to stay for what was supposed to be a 5-day vacation at a luxury resort.

    The problems began as soon as we arrived. After checking in we were taken to a room on the third floor in the East Tower. On the walk to the room the front desk agent asked us about our travel day – we informed her that it was full of delays and problems and that we had been up since midnight to fly out and due to all of the delays we had not had time to eat anything. She asked if we had dinner reservations and we told her we did not, since we had just arrived and you’re not allowed to make any reservations until you are on property. She told us that it was “very difficult” to get in to any of the restaurants that require reservations or to get in to Gordon’s on the water. As soon as we got in the hallway we were overwhelmed by the smell of mildew and when the door to the room was opened that same smell was also extremely strong in the room.

    We immediately realized that the room we were given was not the room that we chose and paid an additional fee to upgrade to when we did our online booking. It was very small and did not have the oversized 4-poster bed, table and chairs and oversized balcony as it was pictured on your website. We decided that after we received our luggage we would go back down to the desk and inform them that they had put us in a room that we did not book. After approximately 20 minutes and still no luggage we decided to head downstairs and talk to them about the room. We were directed to another agent who sat a separate desk in front of club level check-in. She informed us that the room “looked different” due to a recent “upgrade” and that the website had not been updated to reflect those changes.

    We said that different furniture aside, the room was much smaller than what we anticipated based on the pictures on the website, had a terrible smell, a very small balcony that could barely accommodate 2 chairs and most certainly couldn’t accommodate 2 lounge chairs (which, again, is how it is pictured on the website) and even though there is a nice ocean view there was what appeared to be a house with broken windows, trash scattered all over and dumpsters right next to our room. She said that there was nothing she could do about it. We informed her that the room was not the room we paid extra for and we felt it was a “bait and switch” situation. She again said there was nothing she could do about it. My wife asked if there was any way she could upgrade us to a different room since we did not get the room we were promised from the website. She said, “It doesn’t matter what room we put you in, they are all exactly the same.”

    We asked then why you advertise multiple room types, sizes and prices if they are all exactly the same? We asked, “So you’re telling us that the honeymoon suite is the exact same room as any other in the hotel?” And she again said that, yes, they are all the same. Really? Then why are you charging people for room upgrades? She said that the only thing she could do was move us to a room that was similar to the one we booked online but that it was in the “older” West tower. We asked to look at it first. We were told on the way to the room that if we decided to take it they would need to clean it. Again, the hallway on the way to the room smelled very strongly of mildew and so did the room. The room was definitely larger and had similar furniture to the room we originally booked – but still much different.

    It still had the same tiny balcony and the bathroom did not have the “his and hers vanities” with the tub/shower combo as pictured on your website. We decided to take it, even though it was VERY dirty, because we were promised that it was going to be cleaned while we went to try to get dinner. We went to the Italian restaurant since we couldn’t get in to the French restaurant, Butch’s, or Gordon’s, which is what we would have preferred. After dinner we went to the small bar near the beach. There were approximately 15-20 people at the bar and 2 bartenders and we had to wait at least 15 minutes to get a drink. There was a couple sitting next to us and we started chatting with them. They had been given room #216 on the floor directly below the first room they had put us in – they also requested to be moved because of the garbage dumpster view that they had.

    They moved to another room in the same tower but further away from the dumpsters but they weren’t happy about having to move either. We finished our drinks and were going to have another one but after sitting there for at least another 20 minutes no one came back to wait on us again so we headed back to our room. As soon as we opened the door we saw that it had not been cleaned - there were still no towels and no toilet paper. We contacted the desk and told them that room had not been cleaned. After awhile someone came to the door with a basket of towels and toilet paper but no offer to clean the room. We were so exhausted that we decided just to get some sleep and deal with it the next day.

    The next morning we went down to the French restaurant for breakfast. The menu offered open face omelets with lobster as one of the choices. We both ordered the lobster omelet and croissants and were informed they did not have croissants (which are available at the breakfast buffet), so we both got toast. After approximately 20 minutes we were told that lobster is not available. We asked why it was on the menu if it’s not available and the waitress could not answer that. We substituted shrimp instead and waited approximately another 20 minutes to get our food. After breakfast we returned to find that our room still had not been cleaned so we changed and went down to the pool. After being at the pool for at least an hour we noticed that there were no servers taking drink orders or bringing out bottles of water.

    A couple next to us overheard us talking and told us we would “die of thirst” if we waited for a server – they said that they had been at the resort several times and that it had really “gone downhill” and told us if you want a drink or water you have to get up and get it yourself. Is that really what you think people expect at “luxury resort”?? I got up to get us water and asked for a beer. Both the glass of beer and bottles of water were warm. I dumped out the beer and tried to drink the warm water. Also, the only bathrooms close to the pool (outside of the piano bar) were closed down and the only working bathrooms were inside the buffet restaurant. We had to walk through the restaurant in our swimsuits to be able to use a bathroom without having to go all the way back to our room. At this point my wife and I became very upset.

    This trip was for our anniversary and my wife’s birthday and so far it had been a horrible experience. We are not novice travelers and know what to expect at a “Luxury Resort”. We stayed at a Secrets Adults Only, All Inclusive resort last year and booked a very similar (club level) room as we did at your resort and paid almost exactly the same amount - if anything it was a few hundred dollars less than Sandals. It was a 100% completely different experience – top notch service, immaculately clean room, incredible restaurants you could go to any day or night without any reservations required (if there was a wait it was always less than 30 minutes), ice cold water and amazing top shelf drinks (Skol vodka, which we had in our room and is served at the bars at Sandals, is definitely not a premium liquor) served to you promptly at the pool, bar or any of their restaurants. That’s what is expected at a luxury resort.

    My wife said she wanted to cancel the remainder of the trip and go home and I was in complete agreement. I said that we should ask to speak to a manager. The person at the front desk in the West tower asked us why and we told him all of the problems we were experiencing. Another guest overhead us – she said she had a lot of the same problems and said that we needed to speak with someone named Kevin Clark because he took care of a lot of their concerns. I said that is who we wanted to speak to. The front desk attendant told us to go back to our room and that he would have Mr. Clark call the room. After approximately 30 minutes no one called us. We went back down to the desk and the attendant was gone and someone new was on duty. He had no idea what we were talking about and we had to re-explain everything to him.

    He said someone would call us “sometime” and we asked when because we didn’t want to spend the day sitting in our room, which still hadn’t been cleaned. I went back to the room to get water and my wife stayed in the lobby. While she waited she said that the desk attendant and another worker were looking at her and whispering back and forth, presumably talking about her. She was growing more uncomfortable and upset the longer she sat there. She was noticed and approached by the laundry manager who happened to be walking through the lobby. She said that she could tell my wife was very upset and asked what was wrong. She is the ONLY one who took action and cared.

    She got Quethera ** to come and speak with us. Ms. ** took us to a separate room and we told her about all of the problems we’d encountered in just the past 24 hours. My wife was crying and told her she had made up her mind that she wanted to go home and I felt the same. Ms. ** begged us to reconsider and said if we stayed she would make sure our room got “deep cleaned” and that she would get us a reservation at Butch’s that evening. My wife said no and that she still wanted to leave. Ms. ** again assured us that the rest of our experience would be amazing if we would just give her the chance to make things right. We never did get to talk with Kevin ** and should have insisted that we wanted to leave but we decided to give Ms. ** the chance to fix things. She did get us a reservation at Butch’s that evening at 6 p.m.

    We had spent the entire afternoon waiting to speak to someone and had to hurry back to the room to shower and get ready. When we got back to the room the bed was made and we had new towels but STILL had not been cleaned and definitely not “deep cleaned”. When we got to Butch’s we were informed that we did not have a reservation. I had to show the host the email that Ms. Stuart sent us telling us we had the reservation and then they squeezed us in, sitting right next to the host stand. Dinner was very good but as we sat waiting for our food (which took approximately 45 minutes) we heard couple after couple come up to the desk – most of them were told that they could not locate their reservation or that they would not be seated until an hour or more past their reservation time.

    When we left our room the next morning there was a large amount of water soaking the carpet all around the elevators – not sure if there was a water leak or the ice machine was leaking but there was so much water that it splashed up on us when we walked on the carpet. We went over to the private island for a couple of hours, which was the only somewhat relaxing part of the entire trip. When we returned to our room the water coming out of the faucet and shower was sputtering and very slow. Showering was almost impossible due to the slow stream of water coming out. Since we, again, couldn’t get reservations for dinner and there was already a long line for Gordon’s, we went back to the Italian restaurant. Which, again, was okay but it was the second time we had it in 48 hours so we didn’t eat much. We decided to try to go back to the beach bar for a drink.

    There were probably only about a dozen people at the bar and 3 bartenders this time. After waiting at least 15 minutes someone finally took our order. He didn’t start making any drinks and after about another 5 minutes it appeared he was arguing with another one of the bartenders. He then disappeared and never came back. We waited another 15 minutes but neither one of the other two bartenders would wait on us.

    It was at this point we decided we were not staying any longer. My wife started to pack and I went down to the desk to find out what we needed to do to get our flight changed to go home and to get our money refunded. I was informed that we would have to wait until the sales office opened at 8 a.m. the next morning. We finished packing all of our things and basically sat in our room and waited for morning to get someone to help us. We left our room and found that the water was still soaking the carpet and no effort was being made to rectify it – nor were there any signs up warning you not to walk through it. We were at the sales office when they opened the door at 8 a.m. Although the woman we spoke to there was very nice she informed us that she couldn’t help us and that we needed to go back to the desk where we originally checked in when we arrived.

    She informed us that we needed to speak to Kevin ** or Selena and they were the only ones who could help us and facilitate a refund. Again – completely misinformed and if we had known that we wouldn’t have spent another sleepless night in our filthy room and would have left the night before! We went to the club level desk and waited for Selena. She came to speak to us and listened to our long list of complaints. We air dropped her the pictures of the filthy room we stayed in and she said she was going to show them to the management team to see what could be done. She started making promises and asking us to please finish the rest of our stay. We said that we were absolutely not staying.

    While she went to speak with management a very nice gentleman tried to call American Airlines to get our flight home re-booked. He was having a lot of difficulty due to the internet connection dropping repeatedly. We finally moved over to the piano bar where he could get a better signal. American Airlines refused to accommodate us so we had to book an entirely new flight on JetBlue, which required us to travel for the entire day and spend another $1,600.

    Selena came back and informed us that she would give us a full refund but only in the form of a credit to go to Sandals in the future. Or she said that she would only refund our credit card for the 2 days that we did not stay because she stated “You ate and drank for 3 days.” Are you kidding?! First of all, aside from Butch’s, we barely ate anything! And drinks?! As I said, we couldn’t get served anywhere so our drinks consisted of a couple of glasses of house wine at dinner and in our room and one drink each at the beach bar our first night! I would certainly say we did not drink “unlimited premium drinks” or eat at “unlimited restaurants”!! We told her that this was unacceptable. We used up an entire week of vacation and all of our paid vacation time from work. We cannot get this time, money or our anniversary back.

    We are not asking for any compensation above what is fair and what we deserve and are only asking for the amount that we were charged for the trip, which is $7,469. We could ask for our wasted vacation time and the additional cost of our flight back home but, again, we are will not pursue those lost expenses as long as this is handled by you promptly. This has caused me an extreme amount of distress and my wife is even more upset and depressed over this experience. We have not shared the photos we are attaching with this letter with anyone or any social media sites at this time or posted any reviews online but we definitely will if this matter is not resolved immediately. If you choose to deny our refund our next step is to dispute the charges with CitiCard.

    Attached our multiple pictures of our room, which were taken on the final day that we stayed. Please note the filthy décor, torn up carpet, air vents filled with what appears to be black mold, stains and/or urine behind the toilet, mold in the shower, dirt all over the thermostat and around the handles of all of the doors and the string that was on the bathroom floor from the first day we checked in – if the string never moved then they never cleaned the floor or anything in the entire room. All they ever did was make the bed and replace towels – usually after 5 p.m.

    We honestly do not want to post the pictures and reviews, as we are hopeful that you will resolve all of these issues and take care of your guests much better in the future, but will do so if necessary. We look forward to your prompt resolution to this matter. Thank you, Richard and Colleen. **ADDENDUM for CitiCard** Colleen has an autoimmune disorder and asthma and we were, and continue to be, concerned about the time spent in a room (and the entire hotel) that was obviously full of mold and mildew. Everywhere we went in either one of the towers smelled very strongly of mold and mildew and the pictures show obvious mold in the air vents and in the bathroom. She had to use her rescue inhaler multiple times during our stay at Sandals and after we returned home.

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    Customer ServiceSales & MarketingPriceStaff

    Reviewed Sept. 30, 2024

    Sandals has made it difficult to enjoy our wedding. They transfer you between the reservations, groups, and wedding department trying to punt responsibility to the next person. They have flat-out told us the promotions that were going on when we booked never existed. I emailed them screenshots and dates to prove otherwise. Only then did they admit the promotions existed. They are unapologetic, and a waste of a wedding and vacation. Everything is kept a huge secret, and you have to ask them point-blank multiple times to answer simple questions. It's always "That's another department, let me transfer you." IF YOU HAVE TO END THE CALL IN TEARS IT 'S A SIGN, IT'S NOT A GOOD PLACE TO STAY. Record all interactions with them, save all emails, and screenshot the promotions and prices because they will change and Sandals will play dumb. It's less of a headache just to book a beach house, and less expensive.

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    Customer Service

    Reviewed Sept. 25, 2024

    There is a hurricane hitting Florida tomorrow which is our travel day. Our only flight options take us through Miami. The state is declared a natural disaster zone and enforced a mandatory evacuation notice, so there is no way for us to travel tomorrow. Despite knowing this, Sandals has refused a refund. We truly do want to go, and we have been lifetime Sandals consumers - but they won’t budge on refunding our $4k despite our inability to get there! Unfortunately they’ve lost a customer for life. DO NOT book with Sandals!! The customer service in this tough situation has shown me who we are really dealing with. So unfortunate.

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    Staff

    Reviewed Aug. 22, 2024

    We had 6 PM dinner reservations at Butch’s chophouse. This happened on 8/14/24. Our butler Ackhil escorted us to the restaurant. The following happened after we arrived: Ackhil spoke to the hostess, Kisha, to check us in. He was preparing to seat us when Kisha told me I needed to have on a collared shirt. Ackhil seemed confused, but asked if I had a collared shirt. I said no. Kisha asked when we were leaving. I said Saturday. Kisha asked, “Do you think you can get a collared shirt by Saturday?” I did not want to purchase a collared shirt, but decided to get one from the gift shop because Liliana really wanted to eat at the steakhouse. We returned to the restaurant after purchasing the shirt and were seated by Kisha. She thanked me for getting a collared shirt, adding, “I had to send someone away earlier and I don’t want it to be that I did for one person and not the other.”

    Liliana was served a mocktail by Kerryann, and when she asked what was in it, Kerryann asked, “What is your name.” Liliana stated, “Acevedo.” Kerryann asked her name two more times before Liliana finally gave her first name. “Well it’s a Liliana. It was made specifically for you. That’s what’s in it,” she said appearing to be annoyed as she walked away. She never informed Liliana of the ingredients in the drink. I noticed two men sitting in the same area we were seated in who did not have on collared shirts. One man was wearing a t-shirt and the other man had on a turtleneck shirt.

    Ackhil returned to the restaurant as we were leaving. Once we were out of the restaurant I asked him who does the collared shirt rule apply to. He replied, “gentlemen.” I told him I was discriminated against, and I want to talk to someone. He agreed and said okay. Ackhil stated another butler name Abigail witnessed Kisha telling me I needed a collared shirt. “Abigail told me she took Kisha to the side and said you can’t do that, that is discrimination.” Ackhil informed Zone Manager, Jane, we needed to speak to her and he and I told Jane what happened. Jane spoke to Liliana and me at the Butler’s suite where we recounted what happened. Jane said everyone is trained about how to deal with same-sex couples and it seems like more training needed to be done. Jane said she would speak to the team at the restaurant and will follow up with us tomorrow.

    I wasn’t satisfied with the follow up. They just wanted to sweep the issue under the rug. They gave us NDA’s to sign and offered us some points which were equivalent to an extra day stay towards our next vacation. Really??.. We didn’t sign anything because our freedom of speech and our rights are way more important!!!

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    Customer ServicePricePunctuality & SpeedOnline & AppStaff

    Reviewed Aug. 19, 2024

    Let me start by saying that I am a very seasoned traveler and I have been to numerous "All-Inclusive" resorts over the years. This review is based on the price, atmosphere, location, and overall experience. We stayed at the Curacao resort (Aug 13-18). First, upon arrival, I found that I did not receive the adjoined room that I requested in advance. I was travelling with 2 other guests and I wanted them to be next to us. This resort is extremely pricey (nearly 4K for 5 nights) so that request could have been honored as the resort was less than 75% full. If you are expecting a night life, this is not the resort for you. Last entertainment is around 10 pm. Very sad.

    This resort does not include everything as it is posted on their website. Read the fine print. No watersports are open on the weekends. Motorized sports are not included (but it says otherwise on the website) Scuba diving is NOT FREE. It will cost you. If you want to enjoy the excursions, Sandals will do its best to keep you from going off the property because they what you to spend twice the amount by choosing theirs.

    Calling a taxi will cost you more than three times the amount. Instead, you should call Gio at ** and tell him the Griffin family sent you. He will take you anywhere to enjoy any watersport or shopping trip you want for a reasonable price! He is professional and very kind. If you want to eat at certain restaurants. make reservations in advance or you will not get a seat. Although, the 2 that you need reservations for were less than average and dishes were not available and bread was cold. Who serves cold, stale bread at an upscale restaurant?

    Now the good things: The property is extremely beautiful and well-kept. Most of the staff are friendly and helpful. Just 1 bad waitress at Strands and Vincents. The Italian restaurant (Pietra's) and Asian restaurants are the best! The servers were fun and the food was incredible! The late room turn down service was a nice touch. The daily fresh cookies were delicious. You can't swim in the ocean but the pools are very nice and not crowded.

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    Customer ServicePunctuality & SpeedStaff

    Reviewed July 21, 2024

    Let me start by saying our review is based on many vacations over several years. So I am comparing this to this expectation from prior experiences. If this was my first vacation, my rating would be different as I would not have had other trips to compare it to. We stayed at Sandals Barbados in July 2024. The positives: lots of restaurants to choose from, plenty of pools to explore and lots of alcohol.

    The Negatives: After 5 o'clock there is very little to do. The entertainment is not good at the 9pm shows. The entertainment really needs an upgrade. We have stayed other places that have much much much better entertainment. The bowling is a great idea, but only one lane worked the whole week. There was a DJ at 10ish, but the area was too small for dancing, etc.. The nights were boring and I heard this from 90% of the people we talked to not just us. There were water sports, but the water was too rough all week to use them. The staff would not let you take them out the whole week. The resort staff is the main reason for the lower review. 1 out of every 10 staff were good at their job. The bartenders were so slow and were annoyed you were asking for drinks.

    The grounds crew picking up towels, cups and garbage would work for 5 minutes then rest for 30 minutes. They did not keep up with the cleaning at all. They often picked up three things and skipped two things. The resort was running out of towels every day. Again, everyone we talked to were annoyed by this issue. I am not sure if the Barbadians are slow to work or if they are not paid enough to care. The workers just seem annoyed by the fact they were serving anyone. There were many broken things on the resort that need work. I am not rating this as a hurricane had come through two weeks earlier. This may improve with time, but there were lots of tile falling off the walls/railings broken, etc... We were offered a T-shirt, but they ran out of sizes we needed of XL. We did not get the bathrobes we were quoted.

    Overall, the rooms were fine and there was lots of alcohol available. The meals were Ok, but took forever to get your food. I would not have minded such a long time for our food if the food was exceptional, but it was average. I am talking like 2 hours for dinner for two people. The chicken at every restaurant was tough and chewy. All the desserts were fancy sounding, but terrible to taste. I tasted a lot of them hoping to find one I liked. Even the ice cream shop kept running out ice cream flavors and had very little toppings to choose from. Who doesn't have chocolate or hot fudge to add add to the ice cream?

    There were a few good meals to mention: Greenhouse and Kimonos. At these two restaurants, the food had great flavor and did not take forever to serve us. The Parisienne restaurant was slow and my husband's French Onion soup had a chunk of large plastic in it. We did show this to the staff and the staff did respond. The other food was average.

    By the end of the week people were making up their own games to try to have fun. Again, if this was my first trip, I would would not know any different. However, we have stayed at other resorts and had better experiences. We are not well off people so a trip that is all inclusive is a treat for us. In the past, Sandals/Dreams Resorts treated everyone more equally. This trip seemed different and a bit sad. The best restaurants now require reservations. The higher butler rooms get the best times and seats at all restaurants. They are put ahead of anyone without a butler. This lead to longer wait times at most of the restaurants. We are members at club level, but do not pay for the butler option.

    This trip there were lots of people tipping the bartenders to try to get better service. As I mentioned, the bartenders were soo soo slow and annoyed they were at work. So if you tipped, well then magically you got better service at the expense of other customers. This defeats one of the concepts of choosing Sandals all inclusiveness. I am a teacher not a doctor so I will never be able to out tip others. I would give a positive review for Chef Rashawn and his partner at Kimonos restaurant. They were the best servers all week. They even smiled while they were working which was a rare thing to see at this resort. Barbados Island is very tropical and had lots of color and daily short rain showers. There were lots of birds and small lizards.

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    Customer ServicePunctuality & SpeedStaff

    Reviewed July 7, 2024

    Arrived Friday, June 28. We missed our first dinner reservation because the ferry that our sandals rep suggested left an hour late waiting on another flight. The first night, we ate at the pavilion. Food was cold, steak was terrible, salmon was way overcooked. The next morning we were up at 8 AM. No chairs available by the pool. Or by any other pool. Had to share the breakfast buffet with the flies. Waiting on drinks for up to 30 minutes. Staff at restaurants seem miserable and unhappy. No restaurants with availability for dinner.

    We finally got another reservation now they are saying that will be canceled. Tonight, we were told to order room service, after hoping to get sushi. Guess what. Room service not answering. I have many videos of me calling them with no answer. I am paying almost a $1000 a night and have NO FOOD! This is NOT OK! I am requesting a partial refund. This has been a depressing stressful experience. I can not believe the glamour that surrounds the Sandals' name. I have pictures of sharp, broken tile in the walking area around the pool, broken light fixtures on our patio with the glass still laying out there. Water and beer are not automatically refilled, I have had to call and ask every day. Also, got up thirsty last night (because water was not refilled) and went to the club lounge. No water at all. Nothing. We were told we would have updates today at 2:00 about all of this hurricane news? Nothing.

    Just a few side notes:
    Resort is accessible to people that are not staying here. They can walk up on the resort and do so in the late hours.
    Massages are done with masseuse wearing gloves. You may not care, but I have an issue with that “texture”.
    Food was disappointing. Do not expect fresh seafood. Lots of frozen fries. Had to eat fish and chips due to closures.
    Reservations are slim. You are not guaranteed to eat anywhere. There is not enough reservations for the amount of people here.

    Make sure you get up at 6 am to get a chair or you will be sitting on the ground.

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    PricePunctuality & SpeedStaff

    Reviewed June 16, 2024

    My husband and I just returned from celebrating our 20th Wedding Anniversary at Sandals Barbados. We were disappointed in many things about our stay - for the price we paid we would say our stay just wasn’t worth it. Sandals boasts a 5-star experience with 5-star restaurants and premium liquors. The food was mediocre at best, even in the signature Butch’s Chop House, which we were barely able to reserve.

    The bartenders were all very young and had limited knowledge in preparing proper cocktails (martinis as opposed to sugary rum drinks). The liquor was not premium - bottom shelf tequila was the only tequila choice and the vodka and rum drinks were watered down or had so much mixer you couldn’t taste the liquor. The dining staff and bartenders appeared annoyed with any request for additional service or special requests. The food choices were minimal - breakfast was basically the same two menus at 6 restaurants. Dinner was 3-star at best and service slow.

    Sandals doesn’t inform you that you aren’t allowed to book a reservation at the nicer restaurants before you arrive and that you should try to book as soon as you get there or you aren’t likely to get a reservation. We learned that the hard way. The room was cleaned daily but we found the glasses we had used the prior night had just been rinsed off and placed back on the shelf - one had lipstick smears from the day before and they had water in them. We aren’t sure if this was Sandals or Barbados or a combination but we will. Or be back.

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    PriceStaff

    Reviewed June 3, 2024

    The bad...food, room service, housekeeping, restaurant staff and checkout process. The good...Butlers Dominique and Doreen, Queens Pearl, Suite layout, pools and beach. Overview...don't go unless mediocre food and poor service is acceptable. The price is high and management should be ashamed. Our Butlers were very good, but, if not for their efforts, we would rate this 1 star, instead of 2.

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    Online & App

    Reviewed April 30, 2024

    We LOVE Sandals. We have always had a wonderful time visiting the resorts. This last trip we took we booked an excursion but it was not described on the website accurately. We canceled the excursion. We were assured it would take a few days to get a credit on our debit card. Well…. We finally got the credit. It took THREE months!!!! That is really not right. Sandals please do what you say you're going to do. We are loyal Sandals guests and this very disappointing.

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    Customer ServicePriceOnline & AppStaff

    Reviewed April 28, 2024

    Our vacation to Sandals Resort at Beaches in Ocho Rios came with a price tag of almost $34,000 for the 8 of us, which is why we expected a fabulous vacation. It was mediocre, at best. Their website promised things that just did not exist: there were tennis courts but nobody to open up the tennis shack so we could play. There was no lazy river for the kids, even though the website showed a beautiful video of one. No windsurfing, no water skiing, no aqua-bikes, no available beach chairs/loungers at any of the pools. My husband even went there at 6am but what they had was already reserved. Most went unused during the day but still there was nowhere for us to sit.

    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.

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    Customer ServicePrice

    Reviewed April 23, 2024

    I booked the room and airfare through Sandals for a friend’s wedding. I had to cancel due to health issues and couldn’t fly. The airfare was nonrefundable. When you rebook you have to do it through Sandals. The flights cost over $1,000 more through them, but had to use the airfare credit. They have to make money on you somehow! They are nice and helpful when booking, but rude and extremely unhelpful when having to cancel and rebook tickets! Too many options for vacations, don’t use Sandals! Overpriced. Awful company.

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    Staff

    Reviewed Jan. 19, 2024

    Royal Curacao is a fabulous resort! Love our Sandals Resorts. Been going since 2000! But, we think it's too many people for the resort. Why, the infinity pool chairs are gone before 7am as we noticed walking around the pools in a night stroll around the resort. I don't get up too early before 7am as we are on vacation. I didn't think the butlers should be saving any pool chairs with towels while the guest are in the cabanas as well. (My opinion.) We all paid to be here. The beach was fabulous. The non booking restaurants were lacking table space. Way more people on Resort than restaurants. Could use a French, Tipsy Turtle Pub. Loved the bikes, great idea! Walking the resort to see it all, WOW!

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    Customer ServicePricePunctuality & SpeedStaff

    Reviewed Dec. 28, 2023

    We recently stayed at The Royal Bahamian for Christmas. While we ended up having a good time, I have some complaints I need to share. First, we had Sandals book our flights and while we made it to our connection at JFK by the skin of our teeth, we almost missed the flight. They had us landing in JFK 10 min AFTER our connection was boarding. When I called to see if we could change the flight prior to leaving because when I noticed it, I didn't think it was possible to make the connection, I was told it was a legal connection and would have to pay extra if I wanted to change the flight. We almost didn't make the connection due to this reason, we had to push past everyone on our initial flight to get off the plane and sprint to the other side of the airport to get the next flight. We were the last people to board our connecting flight barely making it, not exactly a stress free start to the vacation.

    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.

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    Customer ServicePriceStaff

    Reviewed Dec. 7, 2023

    During our stay, we experienced a Hurricane warning, in which the resort had to respond for the safety of the staff and guests. The warning started a day or two after we arrived, causing our entire stay to be interrupted. We were confined to our rooms for the most part because the restaurants, beach, entertainment, and executions were shut down. Our room went without service for the rest of our stay and we were forced to sleep on soiled sheets the entire stay and we were there 6 days. I was being bit by something all throughout the nights. I called several times, asking for a set of sheets and stated that I would change them myself, however, they never brought the sheets to my room. I could tell that they were operating on a reduced staff due to the storm conditions.

    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!

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    Sales & MarketingStaff

    Reviewed Nov. 28, 2023

    If you’re thinking of booking a trip with Sandals I highly recommend not doing so. Due to the fact that Sandals has some of the worse business practices that I’ve ever witnessed. For example I recently booked a trip to “Dunn’s River” with my significant other in early July 2023, for our birthdays which is December of 2023. Of course, Life happens and we found out that we’re expecting our first child in October 2023; so being the soon to be responsible parents that we are we decided to cancel our 8,000$ trip for two days at Sandals Jamaica “Dunn’s River” location.

    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.

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    Customer ServiceStaff

    Reviewed Nov. 21, 2023

    Cancellation policy is very bad and inhumane. Review of Sandals Royal Caribbean Resort and Private Island. Pending review. I booked my trip for next year and recently got diagnosed with a life threatening sickness- Cancer. I tried to call them to provide a refund and they just gave a scripted answer saying" your ticket is fully nonrefundable and we can help it". I am very disappointed that they do not have any consideration to a person's situation. Our family is already going through so much stress with this diagnosis and we are trying to figure out the financial aspect. The trip was not a small amount and thought we could get that refund.

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    Customer ServiceSales & Marketing

    Reviewed Nov. 4, 2023

    I have been going to Sandals Resorts for years and have accumulated over 30 nights. My last trip, my husband and I booked our next trip during our stay in Curacao. Since I was concerned about an ill relative, the sales dept sold us on the travel protection they offer. I wrote down what they said at the time. We can cancel at any time and are guaranteed your full refund, and if you book the airfare with them, you will get refunded completely as well.

    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.

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    Punctuality & SpeedOnline & AppStaff

    Reviewed Sept. 30, 2023

    We stayed at Sandals Jamaica Ochi Beach resort on the beach side. The staff were excellent. The food ok. The pools were excellent. The condition; We kept getting paint on us from all the humidity, they should have had some type of poly on it. Both of our lounge chairs on our balcony were broken. We kept waking up to standing water in our bathroom. They could not figure out where it was coming from. Most of the buildings were in disrepair.

    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.

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    Customer Service

    Reviewed Sept. 1, 2023

    We booked a Sandals vacation for October 2020. Of course was prepaid 6 weeks prior. Then, travel restrictions and resort closure due to Covid. They wanted us to rebook and commit to it. Couldn't at the time for numerous reasons--not the least of which was the hysteria surrounding Covid. They refused to refund our payment of $9400.00. They issued a voucher that was good for 1 year on 1/28/2021. We were not able to travel during that window. They have refused to refund or extend the vouchers. Snotty response from their lawyers defending their position. I will never prepay for a vacation of any sort again, least of all with these crooks. No wonder they are so profitable.

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    Customer Service

    Reviewed Aug. 16, 2023

    Noticed a funny smell in the closet upon arrival in 7/20. Noticed mildew in the closet on 7/22. Saw one cockroach on 7/22. 7/23-7/24 When we arrived back to the room around 2:00am. Saw two big cockroaches and a baby gecko. (Gecko not an issue). Called 0 on the phone and they sent someone around who proceeded to spray. Upon spraying, 5+ roaches came running out. They were cleaned up.

    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!

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    Staff

    Reviewed Aug. 4, 2023

    Although the place was built in 1993, it is very well maintained, and the grounds are immaculate. What sets this place apart is the staff. Just super people working to please. Terry at the front desk and countless others, always a smile and offer to do whatever. Good food, good service, lots to drink, clean pool and great beach with warm water.

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    Customer ServicePunctuality & Speed

    Reviewed July 24, 2023

    We were long-time Sandals customers with 60 paid nights. We booked to travel to Sandals Ochi but had to cancel due to covid. We booked again and had to cancel due to my wife's hip surgery. We checked our profile and were shocked to find out that all of our points were cancelled due to inactivity. We contacted Sandals and spoke with a lady who was able to return our points "IF" we booked a resort that had absolutely terrible reviews. We chose to decline. Sandals pride itself on being top-of-the-line, 5-star and so on and so forth, however, they definitely need to work on their customer service.

    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 **

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    Staff

    Reviewed July 14, 2023

    We stayed in room 150 at Sandals La Toc from 6/11/23 through 6/16/23. When we first entered the room there was a significant odor of mold and mildew. At first, we thought it would air out. We turned on the fan and opened the sliding glass door. The fresh air helped, and we became accustomed to the odor. However, every time we left the room and returned the odor was overwhelming. We asked housekeeping for air fresheners several times and they were never provided. A staff member asked about our stay, and I informed her about the dissatisfaction with the room and she stated that she would inform the front desk staff.

    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.

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    Customer ServicePriceStaff

    Reviewed July 1, 2023

    After traveling to the Sandals Exuma resort was by far the worst trip we have ever experienced. And the most expensive Sandals vacation we have been on. Our room was outdated, couldn’t even open the drawers to put stuff in, it actually looked like something from the 1980 and the rug in the main part of the room was curled up so bad, we had to put a garbage can on top of it to keep from tripping over it.

    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.

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    Customer ServiceStaff

    Reviewed May 23, 2023

    Sandals, Exuma, Bahamas was the first Sandals we ever went to and the last. It was a TERRIBLE experience from the first moment to the last. Instead of delivery of our carry on bag with all our valuables in it to our room, they almost sent it to the airport with another couple! Thank goodness we realized it immediately and were able to stop them. They mixed up the date of the romantic beach dinner my husband planned for me so there was NO BEACH DINNER while we sat expectantly waiting, and then they tried to blame us and say we mixed it up. He paid EXTRA for the dinner and although they said they would refund it they never did, so we had to go to our credit card company to stop the payment. The buildings are in disrepair, the food is horrible, the staff is surly, there was no beach service or pool service.

    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!!!

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    Customer ServiceStaff

    Reviewed May 19, 2023

    My husband and I have been loyal Sandals customers for years. Last October after returning from our trip to Montego Bay we decided to book a trip to the new Dunn's River Ocho Rios location for this upcoming October. We took out the insurance just in case. But, last November my husband was diagnosed with Throat cancer and needed to have 35 radiation treatments and 7 chemotherapy treatments. He ended up losing over 40 pounds and was extremely sick. He has since stopped his treatments and is working on getting his health back in order. And just received word that his is on his way to recovery. But I had to cancel our upcoming trip because he is just not up to the trip and is still having a hard time eating certain foods and has to be careful what he drinks. So I called Sandals customer service and advised we were not going to be able to make the trip.

    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.

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    Sales & MarketingPrice

    Reviewed April 6, 2023

    Waste of money, they think buying something at 1$ and selling it to you at 1000$ is 5 star luxury business. They have no idea what hospitality even means. My main problem explained:

    --> If you build a hotel room and charge 10,000$ a night sure it is up to you (maybe it's not worth it but you can price it that).

    --> 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.

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    Customer ServicePrice

    Reviewed March 11, 2023

    Save your money! It saddens us to write a bad review about Sandals, but unfortunately, Sandals is no longer what it used to be. We have been to 6 different Sandals over the years and if you are returning customers like us, you will be greatly disappointed to see how Sandals’ overall experience has degraded significantly. And if you read other reviews, you will see that we are not the only ones saying this about almost every Sandals’ resorts.

    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.

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    Staff

    Reviewed Feb. 27, 2023

    This was by far the worse Sandals experience I ever had. We paid LOTS of money as most people do but we got a butler suite club level with a walkout pool. One day we never seen our butler I complained and finally at 3pm we got new butlers. THEN one hour before our excursion, Sandals decides that they overbooked us on the excursion. Mind you it was our only excursion. They did nothing for us to make it right, just said “sorry”. They felt that because Julian the butler supervisor handled the entire situation that was good enough!

    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!

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    Sandals Resorts Company Information

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