Menu
Sandals Resorts Customer Service Phone, Email, Contacts
Sandals Resorts
reviews & complaints

Sandals Resorts
reviews & complaints

Sandals Resorts Complaints Summary

10 Resolved
113 Unresolved
Our verdict: If considering services from Sandals Resorts with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
File a complaint
Write a review
Claimed
Sandals Resorts has claimed their business profile
Click here to get notifications about new complaints of Sandals Resorts. We promise not to send you any unrelated messages
Share

Sandals Resorts complaints 123

Sort by:

Newest Sandals Resorts reviews & complaints

ComplaintsBoard
B
5:28 pm EST

Sandals Resorts Refund my credit card for trip I didn’t use

I was suppose to go to St Lucia, Sandals resort on March 14, 2020 but President Trump closed USA so we called them on March 13, 2020 to cancel and refund my credit card but they stain we can't get refund need to rebook it. We have rebooked2 x but due to rise of Covid and advice from my MD who said not to go because we are elderly. Today Jan 3, 2022 I received email stating a increase of $2106.64 thst we owe. We paid in full for our initial trip of $8310.34. Now they say the total is 10, 416.98 due to increase. I'm not paying for this increase. I want refund of my initial payment

Desired outcome: Refund my $8310.34

Read full review of Sandals Resorts
Update by Barbara O'Flaherty
Jan 03, 2022 5:32 pm EST

Never again will I take a vacation with any Sandals resort. We have stayed at Sandals in Barbados and never had the difficult time that we are having with St Lucia refunding my money because of Covid pandemic we aren’t traveling. We paid for trip in full and today Jan 3,2022 sent email with price increase of $2106.64 that they are going to charge my credit card.

Hide full review
ComplaintsBoard
I
3:57 pm EST

Sandals Resorts Cancel Rezervation

Call Sandals to cancel my July 3 2022 Antigua vacation as my wife cannot go. But representative start play games and asked, why and because of Covid?
Then, they put me on hold and told me that they will charge $200.00 for the flight. For so many years to be a Diamond member, we never have so many problems. THE SANDALS VACATION ASSURANCE PROGRAM INCLUDES:
Replacement Air Credit of $500pp
Travel Protection Plan—Insurance is on us.
Why do you place this on Sandals website if you cannot provide this? Probably it is time to change Sandals and your Unique Travel Ltd. Shame on you people if you can lose your20 years Sandals members over $200.00. This is my 3rd time asking you, please cancel this reservation or I will call my credit card and cancel it. BOOKING #: [protected] SANDALS GRANDE ANTIGUA
Jul 03, 2022

Desired outcome: Member Since: Aug 2, 2001 Membership #: [protected] Your Level: DIAMOND

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
P
1:22 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sandals Resorts Cancelling reservations and obtaining refund

I have been trying to cancel two reservations to Sandals Resorts and obtain a refund. I have contacted Sandals twice by their e-mail address in the last few months but have not received any call (as requested) or any acknowledgement of my request. The last contact attempt and reservation details are as follows:

This is the third time I have notified you of this cancellation and there has been no response from you or Sandals. Please confirm receipt of this notice of cancellation and let me know when I might expect a refund.
Thank you.
Paul J. Higgins

From: Higgins, Paul
Sent: Monday, September 13, 2021 8:59 PM
To: reservations@e.sandalsmailings.com
Subject: Cancellation of booking numbers 11830500 and 11830543

I have 2 bookings for Sandals (booking numbers 11830500 and 11830543) as indicated below that I have to cancel. Our original booking was for my wife Denise and myself. Denise died in August of 2020 and I had then added my son Craig to the booking in place of Denise. It now turns out because of recent issues I have to cancel both of these bookings. They are both largely paid for and I have Sandals travel protection on both. Since Bank of America cancelled our Sandals BoA card I would appreciate having a complete refund mailed to my home address which is:

Paul J. Higgins
209 Benjamin Street
Schenectedy, NY 12303

This is the third time I have notified you of this cancellation and there has been no response from you or Sandals. Please confirm receipt of this notice of cancellation and let me know when I might expect a refund.
Thank you.
Paul J. Higgins

From: Higgins, Paul
Sent: Monday, September 13, 2021 8:59 PM
To: reservations@e.sandalsmailings.com
Subject: Cancellation of booking numbers 11830500 and 11830543

I have 2 bookings for Sandals (booking numbers 11830500 and 11830543) for 2 different resorts as indicated below that I have to cancel. Our original booking was for my wife Denise and myself. Denise died in August of 2020 and I had then added my son Craig to the booking in place of Denise. It now turns out because of recent issues I have to cancel both of these bookings. They are both largely paid for and I have Sandals travel protection on both. Since Bank of America cancelled our Sandals BoA card I would appreciate having a complete refund mailed to my home address which is:

Paul J. Higgins
209 Benjamin Street
Schenectedy, NY 12303

Booking Information

Booking Number: 11830500

PAUL HIGGINS
Invoice Date: 13-Jan-21
Booked Date: 05-Feb-20
No. of Adults: 2

Vacation Information

Resort: Sandals Montego Bay
Accommodation: DL - Caribbean Deluxe
Nights: 6

Arrival Date: 29-Jan-22 (Check-in is at 3pm)
Departure Date: 04-Feb-22 (Check-out is at 11am)
Guest Names: Mr. Craig Higgins; Mr. Paul Joseph Higgins;

Booking Information Booking Number: 11830543

DENISE HIGGINS
Invoice Date: 08-Jan-21
Booked Date: 05-Feb-20
No. of Adults: 2

Vacation Information

Resort: Sandals Royal Caribbean
Accommodation: DL - Caribbean Deluxe
Nights: 4

Arrival Date: 04-Feb-22 (Check-in is at 3pm)
Departure Date: 08-Feb-22 (Check-out is at 11am)
Guest Names: Mr. Paul Higgins; Mr. Craig Higgins;

Please cancel both of these bookings.

Paul J. Higgins
209 Benjamin Street
Schenectady, New York 12203

Desired outcome: Cancellation and refund

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
P
8:13 pm EDT

Sandals Resorts Butler service at halcyon

We stayed at the Sandals Halcyon On September 14-21. My member ID: [protected]. I am forwarding a letter I wrote to one of the managers at Sandals Halcyon:

Good morning Cypriana, I hope all is well. I wanted to follow up with you about our concerns. Thank you for listening to them and making us feel heard. Thank you for following through with your word to make our final night the best night. Our dinner was great. Of course, Sylvia was great. Our room was made up and had an extra touch. This meant a lot to my wife and I!

Cypriana, I believe that the biggest problem in any relationship (husband/wife, boss/employee, or in our case customer/business) is breakdown in communication. Hence, the reason I am writing this e-mail. I know you said that you personally would see us off (I understand you was in a meeting; no big deal) but you also said that you was going to speak to your GM to see what else she could do to help compensate for our very disappointing stay at Sandal's. While I appreciate the measures that you took to rectify the problem, the deepest apologies and the kind gestures, the damage has already been done and I don't feel like that is enough to justify our lack of luxurious trip that we paid for and I believe you would agree. I know that it is hard for us to get anything done now since we are not there anymore. So, I am depending on you to be my voice. I feel strongly enough about this that I am willing to go to the highest rung of the ladder if I need to. As I told you this was our 4th (7day) stay at sandal/beaches in a year (28 days). We have 2 scheduled for next year already. That is a lot of money. We vacation 4-5 weeks every year and we will spend that time/money somewhere.

Being a pastor and a business man, I have discovered that if I am not aware of the problem I can't fix it or make it right.

So, I have made a list of issues as a recap if you need this to show to your superiors.

On our first day we told our butler (Larie) that we don't drink alcohol at all and we want is one, our fridge and cooler stocked with coke and diet coke. And two, our room to be refreshed daily! He said that is easy! That was the last we seen of Larie for that evening. We didn't receive a tour or anything he said he would do that tomorrow but didn't happen. We went to dinner came back and our was not touched and our fridge had 1 coke and diet coke.

The second day Sylvia show us our beach location our cooler was filled with beers and water (the normal I guess) we told Sylvia and she apologized and went right away and got us cokes and diet cokes. later that afternoon we moved our cooler and spot to the pool. We waved at Larie (hello) as we seen he was with other clients and appeared busy. At this point we had no idea where or when we was eating dinner. Finally, in the late afternoon he said "oh there you are I was going to send the search party I have been looking for you all day." Well we been in the same spot all day and we do have a phone! We find out our dinner arrangements. I told Larie at that time (around 3) that our air conditioner was not working properly . He said he would send the repair guy. At around 8:30p.m. air was still not fixed so I called and he said I will send him. 15 mins later a repair guy comes and puts a piece of toliet paper to hold the flap open. The repair guy said that he would send a request for someone to fix properly tomorrow. Which never did get repaired properly. I worked on it and got it to stay open but it would not osculate.

Anyway, I believe we was to eat at Kelly's at 7:00 I told Larie that I would like to go to Soy's at 6:00 to get an appetizer he said I will take you there at 5:55. We watched t.v. and noticed that it was 6:50 we missed Soy's so we went to Kelly's. At Kelly's they said our reservations was at 7:30 (verbally and on our calendar was 7:00) but they seated us anyway. At 6:58 Williard calls (Which I thought was Larie) he asked where are you? I replied I am at Kelly's. He said well I am supposed to take you there. I said no you were supposed to take me to Soy's at 5:55 but you never showed up. He said ok I will see you over at Kelly's in a few minutes. He never showed.

The third day Silvia had our spot by the pool reserved with our cooler stocked. Which every day from then on our cooler was stocked however our fridge was another subject. I don't recall seeing Larie personally much anymore that week except he took us to our dinner one night to Kimonos. But that is when we finally met Williard. Which I don't know their schedules. Williard said that he would escort us to dinner at Mario's. That was when realized on the phone the previous night I was talking to him and not Larie in which I apologized for being rough. He said no need. He said he would meet us 5 minutes before our dinner time to escort us. In the meantime we went to Soy's got an appetizer and went and played pool. He saw us and asked if we needed anything I said no. He reminded us that he would be meeting us in a few minutes to eat at Mario's. I said yes thank you. He said Mr. Brown you must put on pants to eat at Mario's. I said why he said it is the dress code. I said well last night we ate at Kelly's and the dress code was the same as Mario's but I was the only one in pants and I don't want to wear pants in the Caribbean if I don't have to. We showed him on the app on our phone where it said both had the same dress code. He said I assure you Mr. Brown that is the dress code for Mario's. I was angry I must admit and I said I will change but I better not see one person with shorts on or you know my wrath. He said, "Let me prove you wrong". Which ignited a fire in me "Prove me wrong!" So he escorts us into Mario's and says to me "Mr. Brown, do you see anyone in shorts?" I said no but I am looking! Now I so angry from that unprofessionalism of my butler that I could not even enjoy my dinner. The whole time I am hoping and praying someone would break the rules so I could go off on him. I was done with him and Larie by this point. We get back and our room is not made up.

The rest of the week seemed to go rather smoothly with the exception of constantly reminding that fridge needing stocked and our room was not touched a couple of days. We have a schedule we get up and out by 7:30-8 a.m. every morning. I order breakfast burrito and my wife eats at bayside then we go to our spot by the pool. My wife paddleboards everyday (except Sunday) as I read by the pool. We are there by the pool until 12-1230 in which we eat lunch. We come back to our pool spot and stay until 2:30-3:00. We relax watch t.v get ready for dinner by 5:30-6 in which we go to Soy's and walk around until dinner. We walk around a bit and we are in to for the night by 8-8:30. Everyday! I am a creature of habit.

I was very disappointed in the housekeeping and the butler experience (with the exception of Sylivia and Williard done better toward the end of our stay). I was so disappointed in Larie that for the first time in my life I didn't tip him at all! And I tip Williard only $40.00 and that was because I think he did better for the last couple of days after you talked to them!

I have a lot to say but I really don't have the time to express how unhappy we were with this last stay at sandals!

While we appreciate the sentiments of the private shuttle (the cooler of coke and diet coke thumbs up for that); if I had to pay for that shuttle service I would have been very upset. (If I remember correctly it was like $150.00 for this service if we would have purchased). First, let me say the gentlemen that took us was very nice; however, my wife got car sick from the way he drove (She was fine going to Sandal's). My personal biggest issue was the fact that he had no air conditioning (which made for the longest 1 1/2 drive of our lives). My shirt was literally soaking wet from the sweat. I asked others that arrived at the same time if they had air conditioning and they did. I would have rather rode in a van filled with people with air conditioning than to ride in a private shuttle without air conditioning! I just wanted you to be aware so you don't have bigger problems down the rode with this shuttle service.

I hope to hear from you soon! I believe everything rises and falls on leadership! I believe that you are a good leader and are going move quickly up that ladder according to your communication with us. I would appreciate a phone call or an e-mail from you or your superior in the next couple of day to inform me of how you better compensate for our awful experience.

Regards Or Regrets,

Ricky Brown

I sent this letter on September 22; unfortunately I have not heard from anyone. I hope to hear after sending this through the complaint registration form?

Desired outcome: Some type of compensation

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
C
8:07 am EDT

Sandals Resorts Quarantine

Holiday booking ref number
228950
Hotel confirmation no
[protected]/JP

Lead passenger Jason Smith
DOB 22/12/1981 pass no [protected]

And Catherine Kydd
DOB 22/09/1972 pass no [protected]

This was a birthday present to me Catherine kydd and to celebrate my partner up coming 40th birthday
We arrived from the uk 24/09/2021 with all correct PCR tests and double vaccinated
But issued orange bands incorrectly
We have now been in quarantine for over 41 hours
We are only here until October the 1st October 2021
Our holiday has been completely ruined I have been dealing with Sade from the customer service team but we were left last night still quarantine with no answers at all to were my partners test results are …
We have been left I've asked to speak to your resort manager but still nothing this a disgraceful service by your resort.

We were tested at the airport my results came back yesterday 25th October @ 11:36 but my partners are still not we have been left like I've said for over 41 hours.

I have had to personally chase the results with still no response we are into the 3 rd day of our holiday. Which is completely ruined. The stress caused me Catherine kydd to have a panic attack and caused undue stress and Anxiety trapped in our room for over 41 hours.

I wish to make a formal complaint of how we have been treated when we have completely complied with any COVID rules and have all the correct testing PCR and correct documents.

It has completely ruined our holiday wasted our money to come to Barbados for the first time and our first time staying in a sandals resort.

Your sincerely

Catherine Kydd and Jason Smith

Booking email was [protected]@tiscali.co.uk

But please respond to this complaint to

[protected]@hotmail.com (authorised by Jason Smith)

Mob (English number +44) [protected]

Desired outcome: Out of quarantine and compensation

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
D
1:58 pm EDT

Sandals Resorts Unethical behaviour

Sandals Emerald Bay Resort was closed for the dates of the trip's reservation and Unique Vacations refuses to issue a refund for the trip. I have a lengthy email chain outlining the dialogue starting with the reservation process, the closing of the resort, the instructions on refund, insurance, vouchers, case by case analysis of issue. 6 months pending result and no change.
We were told that a refund was not an option, our only option was to accept vouchers for separate locations, or the same location at a different date. As that was not an option because this location was for a specific reason and no alternate dates were available to us, we were told that the only option was file an insurance claim. The insurance claim refunded in full the excursion, flight and travel, and partial lodging cost.
We received vouchers from Sandals with an expiration date to complete the process.
We are seeking a full refund for the balance of the trip and are being told no, we were told no back in March. We were informed this would be addressed on a personal case by case basis and that they would reach out with a determination. 6 months later we have had no contact. I recently made contact via the email thread asking for follow up and the response was the exact same with no further detail.

Daniel Waters customer/traveler
Laura Waters customer/traveler
Emerald Bay Sandals location
Blissful Honeymoons Travel Agent
Original Trip dates: 2/8/21 to 2/13/21
Contact Information: [protected]
daniel.earl.[protected]@gmail.com

Desired outcome: Full refund of outstanding balance.

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
B
7:20 pm EDT

Sandals Resorts Fees

If you end up overpaying at a Sandals Resort and they catch it they adjust the price so the overpayment goes away and you get screwed. They were fined $37 Million in the Caribbean for collecting a 12 % tax and keeping the money. Settled for $1 US Crooked Politicians everywhere, even in Paradise. This $1 works out to .37 in Eastern Caribbean Money. This company has been getting away with this for well over 20 years. Turns out the Son is a bigger thief than the Old Man. Pretty hard to believe if you saw the size of the Gut on the Old man before we passed!

Desired outcome: Fined by Florida Attorney General

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
A
6:19 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sandals Resorts Bounce checks

Bounce checks
Has anyone else occurred this kind of issues from Sandals
My wife and I booked our vacation to Royal Barbados date to arrive on 05-16-2020. Due to Covid 19 our vacation was canceled to the following year 2021, 05-15-2021. Due to unseen circumstances we were unable to travel at this time.
We had purchased the travel insurance through Trip Mate. I was advised by my doctor I was unable to travel at this time.
Trip Mate requested doctors notes advising them that I was unable to travel which we provided. Apparently that wasn't sufficient enough, they required additional information which we also provided from my doctor's office. It was approximately two months before any checks were issued, one in my name one in my wife's name.
The checks were deposited into our account by my wife on 08-04-2021.
On 08-05-2012 The two checks that my wife had deposited into our account now just bounced and now we had a fee of $24.50 for these bounce checks.
Our travel agent has been working very long and hard on trying to retrieve our money for us it has gone absolutely nowhere with your office. She works for Travelong in Summit NJ. Her name is Sharon Ansetta.
If we don't get any kind of response from you office ASAP we will be forced to putting this into the hands of an attorney.
And I will also be notifying our local television station called seven on your side investigator reporter.
Thank you for your time in this matter.
We have copies from our bank statement of these bounced checks!
Your Truly
Albert E Terhune Jr
Patrice Terhune
212 Essex Street
Stirling NJ, 07980
Home# [protected]
Patrice's Cell# [protected]

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
K
2:24 pm EDT

Sandals Resorts Vacation time at Ochi _ Poor Service

We were so excited that this day of our honeymoon was here and we were so excited to have finally visit the beautiful island of Jamaica but at the end we left extremely disappointed. We stay at the Poolside villas and pay to have room service all day from 7AM to 10PM... many calls sometime back to back and no answer... the only time we were able to get room service the tray stayed on our patio table until the day we left. Getting ice was a problem as well then you would go to the lounge and they say it will be fix apologized but nothing happened. To be honest it was not worth the $2500 we pay for a 4 day stay. I would like to give Sandals another chance but I would definitely like refund for the service I pay and did not receive.

Desired outcome: Refund

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
M
5:55 pm EDT

Sandals Resorts Room not available at check in

Arrived fir my week stay Aug 22

Arrived shortly before 3pm

Room was not available.at 3pm when we arrived, and is still not available at the time of writing Joe 4:55 almost 2 hours later

Book number [protected]

Woodall

[protected]@gmail.com

I also had to call 1-800-sandals to lodge this complaint which was a costly long distance call for me which needs to be refunded

Desired outcome: Room upgrade and tonight’s room cost deducted as I did not have the room for the agreed upon time (just like you get charged if you don’t check out on ti e)

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
M
8:23 pm EDT

Sandals Resorts Airfare Assitance

On December 30, 2020 I booked a trip plus airfare through Unique Travel Corp for 9 people travel to PROVIDENCIALES, TURKS & CAICOS (PLS). This trip was advertised to me as a refundable trip due to the current Covid-19 Pandemic. Several members of my family have contracted to the Covid-19 virus and are no longer able to travel or gain entry into the PROVIDENCIALES, TURKS & CAICOS (PLS) due to their new regulations requiring a negative test and vaccination records. Unique Travel has issued a refund for the rooms that purchased but is telling me I must work with American Airlines for any refunds and extensions on expiring vouchers. This evening I spoke with AA customer service department and they cannot refund me or extend my credits because they were purchased through a third party vendor at a Group Rate. I booked my entire trip on the same credit card at the same time but was provided 3 different confirmations. Unique Travel and the Sandals resorts are refusing to assist me in this matter. Mark Donelan

Desired outcome: refund

Read full review of Sandals Resorts and 1 comment
Hide full review
1 comment
Add a comment
B
B
BeeTheGood
, US
Aug 19, 2021 1:29 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Maybe try contacting your credit card company to see if you have some sort of insurance with them that can take care of it.

ComplaintsBoard
N
5:27 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sandals Resorts Service complaint

Hello my name is Nakesa Johnson, I stayed at Sandals Negril for a family wedding from August 12, 2021 until August 16th 2021. We explained we needed distilled water for a C pap breathing machine. We were told that the distilled water will be put in our room by the end of the 1st night.. The water was not there I contacted the front desk they told me they were not able to get the water and we would have it for the next day. So against manufacturers and doctor's instructions she used bottle water at the resort for her machine. The next morning again I contacted the front desk asking for the water and again was told that it would be in the room at the time we return from our excursions for the day and again it was not there. We were told that no one relayed our message that morning and still no water so again she had to use the regular water available at the resort. The next day was the wedding and as we prepared our loved one for the wedding we then went back to our room to shower and get ourselves ready we had no wash cloths. When I went out into the hallway and asked one of the staff for wash cloths I was told there were no wash cloths available at that time they would bring us some later I explained that we needed to prepare for a wedding how are we going to shower without wash clothes. At this point I was fed up I contacted the front desk and asked to speak to a supervisor. I then explained to the supervisor all of my concerns for what had been taking place on the resort as far as the water the wash cloths and the availability of certain specialty drinks. He assure me the water would be there that evening. I picked the bottles up from the front desk and when my sister opened the first bottle the seal was broke and there was no seal on the bottle, we also noticed the funny smell. It appears to have been opened and contaminated. The other bottle was perfectly intact. An abundance of wash cloths were then delivered to the room also after the complaint. As for the drinks, I asked for 3 days for a Bob Marley Cocktail I was told that they were unable to make this drink because there were no mango puree available and I was told this for 3 days which is unacceptable. Miraculously when I complained to the manager the next morning the drink was available at the bar. On Sunday evening again after our room had been serviced we were left no wash cloths and the extra ones we had from before had been removed as well. So again I notify the manager. I am very disappointed at the sub par service I received during my stay. Basic amenities should always be ready and available. I am un sure why something as basic as wash cloths were not being provided daily. Most importantly the disregard for my sister's medical needs are deplorable. To say we are disappointed is an understatement.
I do appreciate the response from Mr Stuart Jones it is just disappointing that it took 3-4 days to rectify the situation.

Nakesa Johnson
[protected]@gmail.com
[protected]

Desired outcome: Refund

Read full review of Sandals Resorts
View 0 more photos
Hide full review
ComplaintsBoard
T
12:14 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sandals Resorts Sandals regency la toc

My wife and I have been rather disappointed with our accommodations at Sandals La Toc. Upon arriving to our room Sunday evening 8/8/21, we noticed a large amount of ants in the floor. We also noticed that the sliding patio door would not shut completely. First thing Monday morning we alerted front desk staff about the 2 issues. It is now Friday 8/13, and as far as we can tell, nothing has been done to resolve either concern. I ended up killing the ants myself for several days in a row and have gotten rid of the majority of them. The patio door continues to not shut completely making the room stay rather humid.

I'm addition to these issues, we were frankly very disappointed by the room itself. The room we are in is NOT represented well by the online photos. The furniture is outdated/different than shown in pictures, the bathroom mirror light doesn't work, and the size of the room itself is not accurately represented by the pictures. We also read on the Sandals website that we would NOT need to bring outlet adapters to use our standard American outlet appliances. We were frustrated to find that there are only 2 standard outlets in the room. Neither of which are in the bathroom. I have been unable to plug in and use my razor, and my wife unable to use her straightener and curling iron in the bathroom with the aid of a mirror. We would have appreciated this fact being made known when booking the room so that we could have brought outlet adapters with us. Lastly, the ceiling fan in our room is very unstable and can only be ran at the lowest setting without rattling and swinging somewhat violently.

We have also been slightly disappointed with both the food and the service from some of the staff. While some of the food was excellent, on a whole the quality is not what we have come to expect from Sandals. Several of the staffs people have also treated us abruptly and with a general sense of unfriendliness despite us treating them with the upmost respect. Again, the service was not up to par with what we expect from Sandals.

My wife and I chose to get married and honeymoon at a Sandals Antigua last year. We had a terrific experience with nothing but good things to say. But after our stay at the La Toc resort, we will unfortunately have to think long and hard before we choose to vacation with Sandals again in the future. My wife and I both agree that we would not recommend La Toc to any friends or family, nor would we ever make plans to return to this resort based on the experience we had.

Read full review of Sandals Resorts
View 0 more photos
Hide full review
ComplaintsBoard
M
6:19 pm EDT

Sandals Resorts Refund of covid fees

Absolutely not worth the money! The general manager Peter Fraser is rude if you try to voice your concerns about the conditions of this horrible resort. The pool and rooms are filthy bugs are everywhere. We were in a butler villa and it was extremely dirty and when we complained it fell on deaf ears. Also before we actually arrived to this resort we sent Mr. Fraser an email questioning the $301 we had to pay to the Government of Grenada and he immediately responded to us and said it would be refunded to us a soon as our stay here was complete we would receive the check for the $301 in 2 weeks. But guess what, Its almost 5 weeks later we have received no refund check and now no one from Sandals has returned our 3 emails .What a horribly run resort with 50% of the staff being rude and dismissive. Also this is how they treat loyal customers considering we go to 3 different Sandals resorts a year for the past 5 years. Also we spoke to people who were there for their first trip to Sandals and they room put in rooms that were absolutely horrific with a late check in. STAY FAR AWAY FROM ANY SANDALS RESORTS BECAUSE ONCE YOU GIVE THEM YOUR MONEY YOU MEAN NOTHING TO THEM!

Desired outcome: REFUND OF FEE FOR COVID

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
U
6:08 pm EDT

Sandals Resorts boat accident

My name is Ulanda Afifi, my boyfriend and I did a Vacation at the Halcyon Sandal resort in ST Lucia, onJuly 26 2021 we went on the Speed Boat Tour which is provided by an independent third party, JJ Touring Service Inc, contact details as follows

JJ`S Touring Service Inc
p.o. box LX6514
St.Lucia
Attention: Mr. Gerald Feelix
Email:[protected]@gmail.com
Tel([protected]/7493
FAX:[protected]
James Smallwood recieved injuries doing this tour, while snorkeling, the captain of the boat ordered him to return to the boat as it seemed he was uncomforable in the water, the captain assitance explain that he should be pick up, while they were in discussion James Smallwood follwed the captians oreders and swam back to the boat, the captian dint notice he was at the boat and turn the engine on and the propellers on the boat cut him up, he recieved in the left leg a torn vien and ten stitches and the right leg he recieved 5 stitches...
please help us in this case as it seems he got away with it...

My contact info:
Ulanda Afifi
[protected]
[protected]@rocketmail.com

Desired outcome: Compensation for his injury,pain and suffering

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
S
12:14 pm EDT

Sandals Resorts Unauthorized credit card charges

I attended a wedding as a guest on 6/24, and checked out on 6/27. Upon check in, we were told there was a 400.00 hold that needed to be placed for incidentals. I gave my credit card for this purpose only! Everything was paid prior to arrival and my card was not used for booking or anything except for check in for incidentals. While there we took a tour which we paid for without debit card. Upon check out, we were told no charges was applied and the 400 hold would go away. I checked my account and noticed a hole of 416. I went to the front desk, and asked about it and I was assured no charges applied and it would go away as it was only pending. When I go back home to the states, the charge had fallen off. The next day I noticed another charge in the amount of 832.75. I immediately called back to the resort, to get help with this! I have sent several emails to people within the company showing them, as they do not see I should have a charge. I even called with my bank on the phone.

Desired outcome: I WANT A FULL REFUND, AND SHOULD BE COMPESATED FOR ALL MY ISSUES THAT HAVE FOLLOWED.

Read full review of Sandals Resorts and 1 comment
Hide full review
1 comment
Add a comment
M
M
Mr. Helpful
Los Angeles, US
Jul 15, 2021 12:36 pm EDT

Simply dispute the charge, in writing, with your bank. The charge will be reversed.

S
Author of the review
S
Sharease L
, US
Jul 15, 2021 2:51 pm EDT

I have done that! I have sent in documents showing the trip being paid in full, but part of the problem is that we booked through a travel agent. It shows that we were to be a Royal Caribbean, where as my charges are from Montego Bay the resort we did stay at. This is a issue because my receipts are showing we paid for a different resort.

ComplaintsBoard
B
11:33 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sandals Resorts Booking/rebooking

Good morning,
My name is Billie Gray and I want to file a complaint regarding our upcoming dream vacation. My husband and I were unable to take a honeymoon due to Covid, and we decided this year we would make our dream honeymoon come true by booking a all inclusive vacation with sandals. This has been something that we have looked forward to and now I feel very negative about before we even go on our trip. We are very disappointed because when we scheduled we called sandals and had the representative walk us through scheduling our trip and our flights so that we knew we were doing it correctly. Our representative helped us schedule and booked everything and we took comfort in that since we have never spent this type of money on a vacation like this before. We booked A room with concierge service and ended up calling back and upgrading to a honeymoon suite with a penthouse suite. We scheduled several massages, a candlelight dinner, and mani/pedi's while being at the resort. When we booked we asked repeatedly if there was a problem due to Covid would we have travel insurance and that's when the representative assured us that we had travel insurance but never told us that it only covered medical expenses while you're traveling so we thought that we had travel insurance in case something happened and we had to cancel or any unforeseeable problems came up. Just a week before our trip, we received an email from our resort stating the guidelines in Barbados had been updated since they opened in May.(we booked before the resort reopened) If you are an unvaccinated traveler you must quarantine in your room for five days, that would mean we would have to quarantine five of our six days of our vacation. We feel that spending $8000 on a vacation we should not have to quarantine in our room, as we understand these are the guidelines of Barbados this is out of our control so we called and spoke with a representative about the situation and they told us no problem we will just book you in another sandals that does not have these guidelines that Barbados was the only sandals that had the strict guidelines. The representative Booked us with sandals in St. Lucia but our room has been Drastically downgraded and we lost a lot of our great bookings like our individual dinner and a massage that we had paid for because they were booked already at the new resort. We understand things like this happen but when we pay this amount of money we expect for there to be some type of compensation.Once we had our new vacation booked at Saint Lucia the representative then told us that the flights were booked basic economy to Barbados and that they are non refundable and non-transferable. When we booked to go to Barbados we asked the representative for first class, and these were not available. We understand that this is out of sandals control as far as the guidelines of Barbados but spending this amount of money we also believe that there should be some way that we could at least get credit towards our airfare So that we did not lose all of our money altogether. We ended up booking a whole new flight which cost us $2000 more dollars so in all we've spent over $10, 000 on a vacation that we haven't taken yet and already have such a bitter experience with. I'm asking for someone in higher management to see this complaint and please review our situation to see if they could be of any assistance to us regarding the money that we lost. We would appreciate for someone to Contact us about the situation as we leave for our vacation this week. We have been on hold and spoken to several people in management only to be put on hold and hung up on at least 4 times! Thank you for your time.
Billie Gray
Booked from Tallassee, Al 36078
Last 4 of phone 4018
Original trip was to Barbados Royal
Last name Gray

Desired outcome: Airfare credit, equivalent room at new resort, equivalent extras paid for at first resort.

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
K
9:57 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sandals Resorts Customer service

When my wife and I were married in 1996, our dream was to honeymoon at a Sandals resort, but we couldn't dream of affording it. Well, we just celebrated our 25th anniversary, a once in a lifetime event, which we decided to celebrate with Sandals, and the words frustrated and disappointed do not even come close to describing our feelings after this experience. Below is the sequence of events that led us to write this letter.
10 Jan 2021: We booked (and paid for) a four night stay (20-24 Jun 21) at Sandals Grenada, our first choice of the Sandals resorts. We booked a Pink Gin beachfront walkout club level room with patio tranquility soaking tub with round trip first class tickets on American Airlines. All through the sandals website. Our booking number was [protected].
14 Jan 2021: We booked (and paid for) our two primary excursion choices: 4x4 Jeep, Sightseeing, and Hiking experience (21 Jun 21) and the PADI Discover Scuba Diving experience (23 Jun 21). Confirmation number 528652.
20 Apr 2021: Received an email from American Airlines stating that our flights were changed slightly, which didn't affect our trip at this time.
16 May 2021: Here is where things began to go sideways. My wife called to check on the status of our excursions because we hadn't received confirmation that they were actually scheduled yet, and she received some very troubling information. She was told that Grenada had changed their Covid restrictions and that our American Airlines had canceled our tickets from Miami to Grenada. Also, that our excursions were still booked and that we were still being charged for them, but that they were no longer being conducted due to the new restrictions. The problem here was that Sandals didn't notify us of any of this, nor did American Airlines. We ended up with a worthless booking at Sandals for four nights, being charged for excursions that weren't even happening, and first class tickets to Miami that we had no use for at all… and we wouldn't have even known about any of it if my wife hadn't called to verify an excursion booking. The representative on the phone simply apologized and proceeded to try and convince my wife to book somewhere else. Although my wife consistently told her she wanted to cancel, the woman continued to push for us to reschedule somewhere else. My Wife and I discussed it and decided we would give Sandals another chance even though we were already deeply upset about the lack of respect shown to us in their communication failures thus far. She told us she would need to cancel the current booking and rebook in a new location. We chose Montego Bay, Jamaica due to the light Covid restrictions in Jamaica. As we discussed airline options to the new location, she canceled our first class tickets to Miami before we had the opportunity to tell her not to cancel those… because we knew Miami was one of the hubs to get to Jamaica. This ended up being a problem because upon rebooking our airline transportation we ended up in coach the whole way there and the whole way back, for a higher price than our first class trips the first time around! We booked the Beachfront Oversized Butler Villa Suite 4, which the representative assured us had a butler assigned and on-call 24 hours and she showed us a picture of a beautiful blue two story villa (below) and told us that we would be in a building like this with the soaker tub and direct beach access. She also said that we were going to be in the owner's house, the best villa on the resort, which made us very excited. We didn't see more any of it, other than this picture below, but we felt almost ready to go at this point. Our original excursion booking was more expensive, which meant we had a little money left over, so we booked the ATV, Horseback Riding, Ziplining, Dunn's Falls excursion in Montego Bay as well.

5 Jun 2021: We provided our butler preferences on the website. This included letting them know that we will be there for our 25th wedding anniversary and that the only hard alcohol we would like to have in the room is tequila, which was not on the list, but we wrote in the notes section.
20 Jun 2021: We arrived on property at 10am. We were ushered into the registration room where we signed in and waited for our butler, Dalton at the time. Once we registered, we watched couple after couple, that came in after us, be picked up by their butler. Finally, 30 minutes or so after we were registered, we were picked up by Dalton. He showed us around the main portion of the resort and dropped us off at a restaurant near the volleyball court. He told us to check back with the front desk in a couple of hours to see if our room was ready. We paid for the butler service for a reason and thought he should have let us know when it was ready. We ate at the restaurant and then walked the property for a couple of hours, at which time we went back to the office. They called Dalton and he said the room was not ready yet and to come back to the office to check at 3pm, which was the actual time the rooms were supposed to be ready. We walked the property and came back at 3pm. They called Dalton again and he said the room is not ready yet, but to check back in a couple of hours. We walked the property again and ended up running into Jermaine, the second butler assigned to us, at 5:30pm. He then told us the room was FINALLY ready, so he took us to our room, and it NOTHING like what was shown to us by the representative on the phone. This whole situation was the first sign of a horrible and costly staffing issue at this resort. We were informed that we had the top floor of the building below, which was the largest room on the property.

Although it looked nice from the outside, we were very frustrated when we got inside. It was big, yes, but there were issues that absolutely misrepresented the Sandals brand for which we had paid so much money. There were several car calendar pictures with half naked women in every room of the villa, including next to the bed and toilet. Definitely NOT romantic as Sandals should be. Also, in the shower was the owner's waterpik, hanging right there on the wall near the shower controls. It was nasty, and again, definitely NOT romantic. In addition, we paid for a room with a soaker tub, not a jet tub, for a reason. We don't like jet tubs and didn't request one, so my wife didn't get to take the bath to which she was so looking forward throughout our entire stay. We unpacked and got used to our room for a little while and then asked Jermaine, about Tokyo Joes for dinner that night. He came and escorted us, and we had a nice dinner there. We then retreated back to our room for the night, noticing that we didn't even get a turn-down service that night.
21 Jun 2021: This was the day of our excursion, and it ended up being the very best part of this vacation because we were away from the property all day. Chukka did a great job with the tour and we had a blast from 6:30am to 6pm. We went back to our room when we returned to a nice surprise of flower petals on the bed with towel swans and a bath run with flower petals in it as well. However, this is when we found out that my wife couldn't have taken a bath anyway because the bath tub wouldn't hold water anyway. He had run a bath, but the tub only had about an inch of water left in it. We called our butler Jermaine to let him know we were back from the excursion, and he told us we have a dinner reservation at 8pm at Oleanders, which we didn't even know we had, didn't request, and weren't sure we wanted. We asked him at this time if he could reserve one of the grass umbrellas out in front of our room for the next day. He laughed at us and said he can't get us one of those, with no further explanation, but that he would get us some chairs in the shade. He said to contact him no earlier than 7am the next day so he could take us to the chairs. We ended up being able to stay awake to go to our reservation, at which the food was excellent, but the service was mediocre. We found out that our server was the only server for all of the tables in the balcony area and she was running her legs off. She was nice, but we waited and waited and waited for our food, drink, and well, just about everything. This was the second sign of a horrible and costly staffing issue at this resort. We finally made it back to our room at about 10pm. Two hours for dinner was far too long.
22 Jun 2021: This was our 25th wedding anniversary, which up to this time we hadn't been asked or spoken to about, and it was NEVER acknowledged by our butler or any of the staff. We contacted Jermaine at 7am and he told us he was just outside. We walked out and he was on the beach in front of our room with chairs set up under an umbrella. We sat on those chairs and walked the property for the rest of the day. We were not contacted once by Jermaine all day long. I tried to contact him once at mid-day to ask where we should eat for dinner and he didn't pick up, nor did he call us back. We called him later that evening and got him on the phone, at which time he told us that we had reservations at La Cucina, which we didn't know about either, until WE called HIM. We met up with him and again and took the reservation even though we were planning on going to eat at Soy instead. We gave him a far too generous tip at this time and requested chairs set up for the next morning because he was off the next day. At La Cucina, the food was good, but again, the service was mediocre due to our waitress being spread thin across the restaurant. We were also caught off guard and uncomfortable because a couple behind us, from another resort, asked our server if they took tips at this resort, to which our waitress told them they do. We were told day one that no tips should be given on property, except to the butlers. This made us wonder if this was the reason we were getting less than adequate service during our time there so far. We then retreated to our room for the night. We left our breakfast room service menu on our doorknob right before we went to bed for the night at 9pm.
23 Jun 2021: When I went out first thing in the morning to sit on the patio at about 6:30am, I noticed that our room service menu was still on the door knob. I tried to call the room service number on our room phone several times, but got what sounded like a busy signal for about 30 minutes. I finally got through and they said they must have forgotten to pick up our slip. We had requested breakfast between 7 and 7:30am, but they said they couldn't deliver for another 45 to 50 minutes, which meant we wouldn't get breakfast until 7:50am or so. This was the third sign of a horrible and costly staffing problem, or just incompetence, at this resort. I decided to take a dip in the ocean in front of our room while we waited for breakfast when I noticed someone else's butler setting up the chairs that were put together specifically for me and my wife the day before. I called Dalton, who was on duty that day, and he said he would take care of it. Our breakfast finally arrived at about 8am. While we were sitting on our patio eating, Dalton appeared at the chairs in front of our room and yelled up that they were ours now. We sat out in our chairs until lunch time and called Dalton for lunch and drinks at about 11am. It took us two calls to connect with him and he called us back later. He brought us lunch at about 12pm and drinks at about 12:10pm. The fourth sign of a horrible and costly staffing problem at this resort, since we only ordered BLTs. On the way back up to our room at one point during the day we spoke to a couple staying in the room underneath ours. They said they were on their 24th visit to Sandals and this was BY FAR the worst service they have ever received and that they were very upset that they, frequent visitors, got stuck in one of the worst rooms on the property. They said their bathroom is so small and close to the bedroom that every time one would get up to use the restroom they would wake the other one up. They said that their butler was unresponsive as well and that they are getting less than adequate service throughout the entire property. They also said that they know the owner of the property, who lives at the end of the resort, and he didn't give them any satisfaction to their concerns even when they spoke to him personally about these issues. Another butler and a cleaning lady walked by during this conversation, which I am not sure is pertinent, but might be. We stayed on our chairs for the remainder of the day until we contacted Dalton to find out what time the Soy restaurant opens and he said we had a reservation at the steakhouse restaurant. Again, one that we didn't request or even know about, and wouldn't have without calling him about something else. We asked him to cancel our reservation and met with him to give him a far too generous tip and our breakfast order form for the next morning (our last day), which was requested at 6am since we had to be in the lobby by 6:45am. We received a phone call on the room phone from the butler manager who said they would like to come by and talk to us. We told him that it was ok and we would wait before going to dinner. A man named Horatio and the butler manager/loyalty manager on duty (name unknown) showed up about 20-25 minutes later. They let us know that they heard that we had some concerns. We are still unsure how they heard about our concerns, either from the people we spoke to or the butler/cleaning lady that overheard our conversation, but they knew we had concerns, nonetheless. They stood and listened to our concerns all the way from our initial booking to the present, and they said that they were sorry we dealt with this and that they could offer us 20, 000 loyalty points, which comes out to about $500 toward our next vacation. We told them we would talk about it and they left. We ended up going to Soy for dinner. The dinner was excellent, but the waitress acted as though we were pestering her with every request, so we ended up eating and leaving quickly. It was not a pleasant experience. We headed to the front lobby just to take a walk and were approached by Horatio again. He said he had the paperwork for the 20, 000 loyalty points and took us into the lounge to talk. He handed us the loyalty points letter from corporate and another form he asked us to sign. The other form was a "standard" Non-Disclosure Agreement (NDA) that said, in-short, that we couldn't talk about, post anything about, or write anything about the problems we have experienced. In our experience with NDAs, organizations use these types of documents to shut people up and nothing ends up changing. We didn't sign this document because things have to change. We paid A LOT of money for an experience and got the bait and switch when we arrived. We don't want this to happen to others in the future. We declined their offer and went to confirm our morning departure information with the front desk. They confirmed our bag pickup time of 6:15am and our check-out time of 6:45am and then we retired to our room for the night to pack for the next day.
24 Jun 2021: We woke up at 5:30am to be prepared for our breakfast delivery at 6am and bag pickup at 6:15am. We waited, 6am came and went, 6:05am came and went, 6:10 came and went… and then my wife tried to call room service and got a constant busy signal. Breakfast finally showed up at around 6:25am and we got to eat, which was good because we ordered breakfast so my wife could take her medicine, that this delay made her late for. The bags were supposed to be picked up at 6:15am and they still hadn't been collected at 6:20. My wife called the front desk to find out where they were and the person on the other end told her that they would send someone up now, 5 minutes after they should have actually picked them up. They showed up at around 6:35, 10 minutes before check-out. We ended up late for check-out because breakfast arrived so late. This situation was the fifth sign of a horrible and costly staffing issue at this resort. Our car arrived a few minutes late and we departed for the airport.
This was our 25th anniversary, an extremely important milestone in our lives, which we chose to spend with Sandals and our entire experience with your organization, from beginning to end, was unsatisfactory and disappointing. In addition, we were appalled at the way the staff decided to try and "buy us off" with loyalty points that amounted to only about the number of dollars we had to pay extra to fly coach after they cancelled our first class airfare due to your organization's lack of communication in the first place. There was no mention of the fact that we didn't receive the quality of service promised to us every step of the way, from the website to every customer service representative we dealt with.

Read full review of Sandals Resorts
View 0 more photos
Hide full review
ComplaintsBoard
C
6:56 pm EDT

Sandals Resorts over crowded cats on montego bay jamaica

I have stayed at sandals for eight years now and at all of the resorts. the montego bay resort has way to many unwanted badly starving cats, . I dont understand why a big resort cannot take care of the cats by feeding them (with all of the food they throw out) and by getting the cats all spayed and fixed to stop the unwanted pregnant females. these cats need your help sandals. I am a big animal lover and cats are my favorite. please cant there be a project that will be in place to help these poor cats? it breaks my heart to see these skinny cats and poor little kittens moving around your lovely grounds. Please sandals management take heart and have a heart for these cats. please reply. i dont know if i can stand by and keep visiting your resorts under these conditions. you are in the business of LOVE?

Read full review of Sandals Resorts
Hide full review
ComplaintsBoard
A
12:11 pm EDT

Sandals Resorts Service- I want to reschedule my trip but I'm being told the price will increase

Our trip to Emerald Bay was scheduled March 2020 which was cancelled due to Covid 19. We were then rescheduled for Sept. 2019 but Sandals was shut down still due to the pandemic. We then rescheduled for May 2021. At this time my husband and I do not feel comfortable traveling out of the country. We called to reschedule the trip for a later date and we were told we would lose our air fare if we do not go by July 2021. Or we could cancel and lose 400.00 for penalty from the air fare. We were also told the prices are going up considerably if we choose anther date. And if we choose a date past 2021 the amount of the trip will go up even more. I am not sure why we can not reschedule to go at a time that is more comfortable for us and now will lose money and pay more for the trip. If Sandals can cancel because it is not safe to travel there then so can we.

Desired outcome: My trip rebooked for 2022 at the current price I paid without penalty

Read full review of Sandals Resorts
Hide full review
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Sandals Resorts contacts

Phone numbers

1800 545 8283 +1 (888) 726-3257 More phone numbers

Website

www.sandals.com

Elevating the Voice of the Consumer

Empowering Real Complaints

At ComplaintsBoard, we understand the impact of genuine consumer grievances. Our platform is a dedicated space for authentic voices, where complaints, both positive and negative, are shared with honesty and transparency.

Dedicated to Validating Complaints

We are committed to ensuring the authenticity of every complaint. Our team uses rigorous verification methods to confirm that each complaint stems from a real customer experience, maintaining the integrity of our platform.

Encouraging Detailed Complaint Narratives

We value complaints accompanied by concrete evidence. Be it a photo, a detailed narrative, or additional documentation, such substantiation lends credibility to your complaint, aiding others in making informed decisions.

Balanced and Constructive Dialogue

ComplaintsBoard is more than a platform for airing grievances; it's a community where balanced dialogue is encouraged. We welcome complaints that not only point out issues but also recognize any positive interactions, promoting a fair and comprehensive perspective.

A Free and Impartial Platform for Complaints

Our unwavering commitment is to provide a free and unbiased platform for all complaints. Every complaint is given equal importance, ensuring your concerns are heard and respected, irrespective of their nature.