What to expect
- Sleep Quality
Last 5 reviews
Sandals- In addition to a formal in-person complaint, while at the resort, this is the third time I am contacting customer service. During our stay in October 2019, we experienced terrible service. Prior to our departure, we spoke with the management team at the regarding this issue. We were was told that we would hear back regarding compensation, after an investigation was completed, but we have not heard one thing regarding the status. After an extended period of time, I submitted an electronic query regarding the matter and was told the “investigation” was still ongoing. Overall, we have not been shown the courtesy, nor respect we deserve. During our stay we experienced the worst service; our Sandals experience was subpar to say the least! I brought brought down eight (8) other people (group code SG19135914), which brought your resort nearly 15,000 dollars. Now, adding insult to injury, I (we) are have not been shown the courtesy of closure.
Red Lane Spa Sandals Royal Caribbean
I had a massage at the Red Lane Spa and let me tell you, it was one of the best massages I ever got (Thailand still unbeatable but it was comparable). Sophia Klright was fantastic, ask for her. Overwater bungalow was spectacular and Charles and Delroy services impecable.
Sandals NEVER Disappoints
This was our 4th time visiting Sandals.. 2nd time at this location. I think Sandals just keeps getting better in our experiences. The staff is always so friendly and accommodating. I talked to the loyalty desk manager and she went above to make the trip extra special for a few requests. Dining at Gordon's on the pier was amazing, Kimonos was great and really every place we chose to eat at... The tranquility and relaxation felt at Sandals is really amazing just walking around with a cold Sands beer and listening to the music and greeted by friendly smiles by the staff. The private island, beautiful snorkeling spots of the back of the private island (catch the early boat over and stay all day.. HIGHLY recommended), cabanas on the back side of the private island, hammocks.. and other surprises!!, everything about the resort is phenomenal!! We will definitely be back!
Canceled Vacation - Pandemic
Let me start by saying, my husband and I WERE loyal Sandals customers. Our vacation scheduled for July 2020 would have been our 7th Sandals trip. Heck, we were even married at a Sandals. All that said, my husband and I opted to cancel this trip, well before the 30 days was up - due to me being at an elevated risk. In that same week, it was announced that the resort wasn't even opening until Nov. 1, 2020, so we couldn't have gone even if we had decided to travel. After 2 phone calls and 4 weeks, we finally got a refund on the room portion of the trip, but nothing on the airfare. The customer service rep tried saying it was up to the airline. I contacted American Airlines, and they said it all had to be worked out with the booking agent - Sandals. After two more phone calls and emails, I was told I could use a lesser portion of a "credit" with American through next year, but I would have to book the flight through Sandals. I asked for this information in writing, whether on regular paper and through the mail, or an email. Nope, they said they wouldn't do that. If I have a "credit" with your company, why are you scared to document that? Sorry, but Sandals only looks out for their bottom line, and not true customer service and loyalty. Try another all inclusive - they don't have the only all inclusive options out there. And quite frankly, some of their resorts aren't the friendliest or best out there anyway. They're always chasing after you to buy upcharge items (like wines at dinner, additional sight seeing on the island, etc.). In the end, they just want your money, and that's all they want and care about.
Unreasonable During Pandemic
Very disappointed in the lack of flexibility from Sandals during a worldwide pandemic. When most businesses adjusted and offered fair returns, Sandals held on tight to their profits. We initially cancelled our trip in March because sandals was not allowing people to travel to their resort during our desired date in April. We opted to cancel because my wife and I both work in healthcare and there was much uncertainty surrounding the pandemic at the time. Pushing our vacation out a whole 12 months was too risky. We initially had push back from getting a full refund because sandals told us we were within the 30 day mark to only recover half our refund. This was completely unreasonable because we contacted sandals so many times and couldn’t get through. We then received an email stating not to call them because of influx of calls — so we waited for them to call. When they called they only wanted to reschedule and not give me my full refund because of their 30 day policy. It was completely absurd. We finally were able to receive our full refund. However, we just received the last half of our refund today, June, 19th. We requested our refund March 25th or so. It took 3 months and me reaching out to them on multiple occasions to receive my refund. The company gave the same excuse each phone call explaining they “haven’t released the funds.” It made no sense. We lost our insurance money that we put down, which is fine. We also lost our deposit. I don’t agree with their business proceedings and find it unethical. We enjoyed our trip to St. Lucia 2 years ago very much. Jamaica was just “ok.” Regardless, due to so much effort to obtain my partial refund and heartache I will no longer be traveling to sandals and will recommend other resorts over sandals. During times of crisis, leaders rise to the occasion. Sandals proved to their customers that their own profits are more important than future business.
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