Sandals ResortsReviews of sandals.com

Well, JJ and I got a hell of a wake up call with the Sandals Resort company. After making payments for 3 years with another couple for a February 2020 trip that never happened due to hotel being shutdown due to COVID and then moving the dates and hotel location 2 times a few weeks further out in 2020 only to be forced to push the date to February 2021 with an added $1200 more to be added to the cost of the trip due to price increase from one year to another because they told us they would only give us "CREDIT" and no refund back then. Now their policy says they will refund us money if you cancel your hotel stay from 30 some days out (we are 4 and a half months out) a full 100%. So, with COVID and mandatory vaccines (other couple doesn't have it to be able to travel) we canceled to get our 100% refund. Well, guess what my friends, they don't give you your full refund. They keep half and only give your half of $5200 and then in the age of electronics, it supposedly takes a full 6 weeks before you will get just the half refund. They justify this because it would only be 100% if it was on our original dates back in 2020 (but remember they only said they would give us "credit and no refund") but not on the new date that we were forced to push forward into Feb 2021. JJ wanted me to post this episode to let others be aware that this SANDALS RESORT is not what they say they do on their refund policy. They are also not an all-inclusive resort in terms of many things. IE food, drinks, activities, etc. You have to pay for that separately. Also, when you go you will notice that their pools aren't open due to Covid and if you are on the beach, you must wear a mask there along with being inside (I get that part, but on the beach with plenty of space?!?). So, our advice to you is not ever plan a trip to this company. They are quite the thieves of their clients. We will never do a trip to this place ever and hope to save a lot of folks some heartaches when it comes to vacationing with them, especially if the vacation never occurs due to events outside of our or their control. But to turn into "legalized" thieving on their refunds? They are as bad as Delta airlines "refunding" our tickets well ahead of time, mind you, but not refunding per se ---only partial E-credit for the next airfare and must be used by Dec 31, 2021. They took out the airport fees and taxes from an airport we never got to. Only gave us the base airline costs minus $460. And get this, we tried to help another with their airline cost with our e-credit --- no can do. Only us. Where in the hell are we going to be allowed to travel before Dec 31, 2021? From Johnny and Cristi Jackson

We are a loyal sandals clients been all over with them and also an emerald member. However because of COVID so they say they are not refunding our deposit. I am flabbergasted that the customer service has gone down hill so bad. They will pay for there antics including the fact I will never step foot on another one of their properties again.

I would not go to Sandals Barbados again even if it was handed to me on a plate, We went on 18/09/2021 for 10 nights, on arrival we had our covid tests, my partners result arrived 07.00 the following morning, I went to the front desk at 15:00 to enquire about my test result, I was told to return after 24 hours, on return I was sent to the test centre only to be told they had 2 emails for me and sent it to the wrong one, Our room was not made on at least 5 of the days we were there and on the days it was made we were not provided towels, we had to call almost everyday for towels, on one occasion it took over an hour for towels and the only reason we got them when we did was because I had heard a staff member attending to room service and he kindly got us towels from the floor above (so they were literal a floor above and refused to come down to give us towels), One night we went to Portofinos and were told it was an hour wait, after an hour my fiancé enquired about the table, the gentleman told us he would call us when the table was ready, the restaurant closed at 21.30 and we had still not been called, my fiancé went to enquire again only to be told the restaurant was closed and he had been calling us, (we know this was a lie as we had heard him call others and we were literally outside the restaurant) One day I ordered lunch at 17:35, and was told to return after 30 minutes, on return I was told the order had not been put in and the restaurant was closed and there was nothing they could do, We wanted to go on a submarine tour, on booking we were asked to send our negative covid tests which we did there and then, the next morning I received a call from reception stating I needed to send my negative covid test, I explained I had already done so however I would do it again, on sending it again I was told it was apparently out of date as they require it to be within 5 days of the test (we were given no information regarding this), Almost everyday we were faced with an issue and most returning guests to Sandals felt the same, we have a wedding booked in Sandals Ochi and unless Sandals offer us some sort of compensation/resolution for the dyer service we will be cancelling and going to and ACTUAL 5* Resort

Sandals use to offer great holiday packages, with amazing customer service but since the pandemic their service has drastically declined. It's now Sep 2021 and they are still using the pandemic as an excuse to keep their amendments phone line closed. Note that their booking hotline is still open. Therefore, happy to collect your money but changes, support, cancellations, etc are near impossible. Can't continue to use the pandemic as an excuse to offer sub-standard customer service. Sandals, you've had plenty of time to adjust to the situation, as almost all other businesses have, stop making excuses and start taking some ownership & responsibility.

Sandals is a true scam. Never again will I go there unless they refund me and agree they messed up. They were grossly understaffed, rude service the entire week and slow room service (3 to 4 hour wait) and sometimes never came. Wifi didn't work, hot water didn't work, and club level doesn't mean anything when the people don't ever answer the phone and when they do they just act angry with you the whole time. Sandals should be ashamed of this and I am sure one day a class action suit will be filed and they will go down for this if they keep robbing people of their money. Sandals is the WORST vacation you could possibly do. Go to the amalfi coast, stay in a villa for 200 a night and forget Sandals forever. You can truly travel way more luxurious on your own and not be treated like garbage by the people. Also don't eat at the restaurants unless you are close by your room and don't mind the devil and fire making its way through you like a raging volcano from hell.

I booked and can’t go due to COVID and they will not give a refund and if you push out you have pay more.Never book with these crooks.

I have had it with Sandals this week. After a decent experience last weekend amending my booking (no doubt because the change meant I was spending more than 2k more) I got an instant response (within hours it was sorted, and then when I wanted to upgrade my room type, again, instant response) But due to the worry about St Lucia and Jamaica turning red, we wanted to move our booking again to bring it forward so if it does go go the dreaded red list, we would be back in time before be change. There’s no extra money in the booking for them, and there has been no response. Sandals Resorts are quite possibly the worst holiday company to deal with. Can’t call them to change a booking that you have spent a fortune on (you can call them to spend more money and make a booking or pay off your booking though, go figure). Waiting days for a reply. When I called their new booking line last night, I was told my email is “7th in the queue” and I would get a response last night or this morning. Nope. Called it again and they told me they marked the email urgent… called tonight, told again it’s been marked as urgent (but if it had already been done, how could it be marked urgent again!). Oh, and by the way, the 8 different rooms that were there when I emailed them to amend are all gone and there is not a single room in all of Jamaica Sandals for my dates. There’s 2 in St Lucia, but of course I am still waiting. This is on top of their utter lack of knowledge and response to cancel the excursions I booked with them - they tell me they can’t do it, direct me to Live Chat, they can’t do it, they tell me to call the American number who tell me they can’t do it only the UK can and that I booked through a travel agent (I didn’t) and my booking reference doesn’t exist (it does) but oh guess what, you can’t call them about that and there’s no contact information for anyone who can. What an absolute shambles, luxury travel company they are not. Never, ever, ever again. They take your money then don’t give a damn unless your booking meant more $$$ for them. There is NO excuse for poor service, especially when you pay a huge premium for a brand name that quite frankly don’t care about you at all once they have your money. This is on top of their poor terms and conditions in general. Most companies have adapted through Covid, and offer cancellation and refunds (most up to the day before travel), not Sandals. Within 71 days is they keep your money time. ALL your money! I knew this when I booked, but really, that should have been a warning on how they treat customers. Amendments policy is standard, but they aren’t interested unless it means more money for them.

We made a reservation last year and we bought the “insurance” this person who sold us this trip told us we could cancel it at any time because we have the insurance Now are million excuses from sandals people saying the mone y we put as deposit is not refundable At Lucia was a horrible place fo visit You can not enter the water because it’s always a red flag Food is terrible as cheap And u kept inside the resort not allow to go anywhere expect go eat on their cheap restaurants Do not waste you money there To be continue on more intakes from multiple people completely disappointed to what they have to offer do not go !