Sandals Resorts – Issues with over the water bungalows

Formal Complaint and Request for Compensation – Honeymoon Overwater Bungalow Experience
To Whom It May Concern,
We recently stayed at Sandals Saint Lucia Grande in an overwater bungalow for our honeymoon, for which we paid over $28,000 (also is your highest room you are able to get at this resort). Unfortunately, our experience was far below the expectations set by your marketing and the premium cost of the accommodation. We are extremely disappointed by the lack of maintenance, service failures, and overall condition of the room during what should have been a once-in-a-lifetime experience.
Key Issues:
1. Non-Functional Outdoor Shower – One of the main reasons we chose this bungalow was for the outdoor shower. We repeatedly explained this to the butlers and also brought it to the attention of the head manager. Despite these multiple notifications, the shower did not work and was never repaired during our stay, significantly affecting our honeymoon experience.
2. Unsatisfactory Compensation Attempt – Upon departure, we were offered 40,000 points as compensation for the non-functional shower. We emphasized that this was not adequate, considering the substantial financial investment and the impact on such a special occasion.
3. Room Condition Issues – The bungalow showed multiple maintenance problems:
o Chipped tiling throughout the room.
o The round float in the water, intended for lounging, was covered in algae, making it unusable and unhygienic.
o Overall, the room and amenities were not reflective of a $28,000 honeymoon stay, and the condition was far below the standards expected from Sandals’ premium accommodations.
4. Impact on Experience – These issues diminished what should have been a joyful and memorable honeymoon. For such a significant investment, we expected a seamless, well-maintained, and luxurious experience, which we did not receive.
Request for Compensation:
Given the severity of these failures and the significant financial investment in our honeymoon, we are requesting appropriate compensation to reflect the deficiencies in the bungalow and the negative impact on this special occasion. We expect a response within 14 business days of receipt of this letter.
We want to emphasize that we are trying to resolve this matter directly with Sandals and avoid posting negative reviews or contacting the Better Business Bureau. However, if this issue is not resolved adequately, we will have no choice but to escalate through those channels.
We were extremely excited about this honeymoon stay, which made these issues all the more disappointing. We hope Sandals Saint Lucia will address these failures promptly and fairly to restore our confidence in your brand.
Sincerely,
Jonathon & Ashley Schiavone