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Last October, my wife and I sent our son and his new bride on a honeymoon to Sandals Resort in Antigua. They came back with reports of extremely poor management support and what was anything but a “vacation in paradise.” Among a host of problems, there was a leak in the roof of their cottage that dripped water each night into their bed! Their attempts to contact the manager and get the problem resolved were futile, the manager never being available.
After their return, I emailed (on numerous occasions, all copies on file) Sandals to get them to contact my son and get his personal review of their stay. Sandals refused to contact him and only sent me “canned” replies including a complimentary three night stay at another resort (of their choosing!). I finally sent a letter to Sandals’ corporate office, hoping they would take some action. In response I received an exact copy of the original email I had received from the Antigua management following my first complaint. Again, my son and daughter-in-law have never been contacted to find out how poor the Antigua resort is operated.
I would never recommend Sandals and hopefully enough people will read this experience to effect some improvement in the operation in the future.
The complaint has been investigated and resolved to the customer’s satisfaction.
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I booked my honeymoon package through Sandals. I payed them $7, 000 for the best package they had. I was informed that evertyhing was included in my package such as: personal limo service to and from the airport, as well as being able to Sandals-hop to the other resorts in Jamaica. With all the accommodations like golf, horseback riding, and zip lining included. After I payed for the trip in full, I contacted them one month before my honeymoon, and asked who I needed to speak with for a break down of my trip. They informed me at that point, that the questions I had for each accommodation were not included. I explained to them that I was informed otherwise, and I bet they work off of commission. They never answered back to my question, and gave me a HUGE runaround. The mangement team stretched out an excuse for 3 days awaiting comformation to my questions. No one ever called me back, so I had to continously contact them! I spoke to every manager that I could explaining the situation. They told me there was nothing they could do for me, and that everything was extra money. I then told them to cancel the trip, because I felt lied to and disrespected! They told me that they would refund my money, with exception to my airfare ( $515.84 ) which was nonrefundable. I told them that I should not lose $500, because they lie to their customers. The manager told me that it was not her problem. I felt that I was not only lied to but, basically scammed out of $500. I would not recommend anyone to use Sandals for any of their travel plans. They ruined my honeymoon that was planned for 8 months, and I felt they could careless. NOT TO MENTION THEY STOLE OVER $500 FROM ME! TAKE IT FROM ME! iF YOU WANT TO GET RIPPED OFF TRAVEL WITH SANDALS!
You will run into people like the 2 that commented about how they love Sandals. Chances are they are in the travel industry and get awesome perks when they stay there. Those are the types of people that Sandals caters to. I have been going to Sandals since 2009 but no more. I recently had a reservation for this August but after I sent several e-mails to Sandals with questions about my trip with no response, they lost my business. And FYI, I did use a travel agent and they wouldn't respond to her either. Sandals reputation is going down fast. I have seen triple the amount of complaints just this year that I have seen the last 2 years. From what I have heard, Secrets Resorts are taking over and with good reason. All the things that Sandals charges extra for, is included in the price of your stay at Secrets. Not to mention all of the service employees are leaving Sandals and going to work at Secrets because they pay more and don't work them too death.
I've been to sandals and beaches. I think they do a great job. They're only human. I go through AAA. Our agent and the sandals Rep get everything coordinated a year in advance. We've never been disappointed. I don't work for sandals, but every time we go, we come home with more new friends that work there and try their best. They've always provided what they promised. I'll go there every year I can!
WOW! I'm guessing you work for Sandals. I'm simply trying to help anyone I can to not make the same mistake I made. I would not go to Sandals now if they gave me eveything for free and a BJ.
When booking such an important event in your life...maybe the biggest trip you ever make, why would you book it direct or on line with someone that you cant speak face to face with? Always book an important event like this through a travel professional that can walk you through it and could very well have suggested some other all inclusive properties that do include excursions. Sandals has never included excursions outside the property - only non-motorized watersports and entertainment on site. All inclusive is really the meals/drinks/gratuities/transfers and on site entertainment. Depending on which property you booked... you probably would have had a great time and should have went ahead with your plans. A few outside excursions wouldnt have made that big of a difference.
My wife and I were married at Sandals Antigua in November. Our room air conditioner was broken and after complaning for 4 days they finally moved us to a different room. The entire staff was rude and lazy. The only exception was the wedding planners, they did a great job. We stayed at Sandals Bahamas a couple years ago and had a wonderful experience...but not in Antigua. Serious management issues there.
Matt
Cincinnati, Oh