Sandals ResortsReviews of sandals.com

I never imagined writing a review like this, but after everything that has happened I feel it’s important to warn other couples considering booking their wedding with Sandals Resorts International. Our destination wedding was originally booked in Jamaica, with departure from London Heathrow on 22 November. It was not just for myself and my fiancé, but also for eight of our closest family members who had booked to travel with us. After Hurricane Melissa hit Jamaica on 28 October, we completely understood that disruption might occur. What we did not expect was the complete lack of communication from the UK team. For days we were emailing and calling multiple times a day, simply trying to find out what was happening with our wedding. We were repeatedly told that bookings would be handled in departure order and to wait to be contacted. Meanwhile, we could see online that the US bookings team were already relocating customers travelling up to December. Eventually, on 3 November, we were told that our resort would not reopen until December and we would have to cancel or move our wedding. This was communicated incredibly casually, despite the fact that this was a once-in-a-lifetime event that we had spent thousands of pounds planning. Due to our work schedules (we both work in the events industry), the only viable option was to move the entire wedding to Barbados, staying at Sandals Barbados from 29 June to 10 July, with our wedding scheduled for 2 July. On 22nd January, we were informed that the resort in Barbados would be undergoing renovation works to major facilities. We were reassured several times by the UK team that renovation works at the resort would be finished by 30 June and that our wedding and holiday would not be impacted. Unfortunately, that turned out not to be true. We have since discovered that major renovation works we be still ongoing. The main pool, swim-up bar, a restaurant and another bar are closed, and our preferred wedding location is unavailable because of the construction. After weeks of trying to get clear answers, we have now been told that Sandals cannot confirm when the works will be finished and that our only option is to cancel the trip entirely and receive a refund. So after months of stress, uncertainty, and rearranging plans for ourselves and eight guests, our wedding has effectively been cancelled twice. There has been no meaningful attempt to relocate us to another resort, no real effort to find a solution, and very little acknowledgment of the emotional impact this has had. Planning a wedding should be one of the most exciting times in your life. Instead, the entire experience has been exhausting and heartbreaking. At this point we are even considering postponing our wedding for another year because the whole experience has been so damaging. This has been, without question, the worst customer service experience I have ever encountered. If you are considering booking your wedding with Sandals, I would strongly recommend thinking very carefully before trusting them with such an important life event.

we have not left for our last minute getaway to Sandals Grenada, but we are really upset about the customer services treatment we just received. While trying to check in online, we kept putting our cc for the room hold fee at check in. It's a legit Amex with plenty money on it so this should not be a problem. I tried my card and my husbands, both of our names are on the reservation and they both match. We are Sandals Select members, but we booked this through Amex, for a way better cost savings, than what Sandals website promotes. I called Sandals and was met with nothing but attitude from the customer service rep. I believe because we booked through a third party. She would not help me, and refused to send me to a manager when I asked. Told me to call Amex to have them do it. We need to give them our flight information so that we can have a shuttle for us at the airport. All of this is absolutely disgusting to do to people who are coming to their first Sandals resort, spending their hard earned money, whether it was booked through them or Amex should not matter. If this is how their customer service reps treat paying customers, I am afraid of the service we will experience at this resort now. I have not heard great things about Sandals, but we were looking for a last min getaway and friends of ours recommended Grenada location. We are fearful now and Sandals should be ashamed of themselves for treating people this way.

Very disappointing experience – recurring issues ignored We booked a holiday with Sandals to Sandals Barbados, expecting the high standard of service the brand advertises. Unfortunately, this was not our experience. The Sandals website itself was poorly set up and difficult to navigate, which was frustrating from the outset. More concerning, however, was the poor standard of customer service throughout most bars and restaurants during our stay. Staff often appeared reluctant to provide service, were abrupt, and on several occasions were outright rude. This significantly detracted from what should have been a relaxing holiday. After returning home, I submitted a formal complaint to Sandals. After four weeks with no response, my ticket was closed without any reply, which I found extremely disappointing and dismissive. What makes this even more frustrating is that, after reading recent reviews, it’s clear these are recurring issues. Sandals’ standard response states that they “strive to resolve these matters,” yet reviews over several years suggest little meaningful improvement. Overall, this was a very disappointing experience that fell far short of expectations, particularly given the price and Sandals’ reputation. Sadly, I would not return or recommend this resort based on our experience.

Horrible experience. Our vacation was affected by Melissa and even though we literally could not fly into Jamaica, and we could not stay at the resort, sandals will not give us our money back. I will never book another vacation with sandals again. I know they’re overwhelmed because of hurricanes but customer service is non existent and absolutely awful and horrible and they will not give you your money back. They want to say that you only are entitled to a voucher for another stay

I really dislike this company they used to be good twenty years ago but since the son took over its reputation and morals have plummeted the UK sales division is absolutely terrible they took our money and gave no refund due to extenuating circumstances my advice go the Maldives much better place to visit

Where do I even start? The customer service we’ve received from Sandals UK has been appalling. Their customer care team repeatedly refused our requests to speak with a manager, even after everything we went through. We were left stranded in Jamaica during Hurricane Melissa, receiving completely misleading information from Sandals UK from Kayla. While the general manager on site advised guests to vacate the island for safety, Sandals UK insisted there were “no issues” and “no reason to leave.” The mixed messages caused unnecessary stress during an already frightening situation. Since returning home, Sandals UK have repeatedly tried to wash their hands of the situation. No accountability, no support, no care. I can confidently say I will never book with Sandals UK again, and I urge others to consider different hotel providers. It’s clear that Sandals UK are more interested in taking your money than looking after their guests. What makes this even more disappointing is that the on-site staff were absolutely amazing. They did everything they could, and it’s a shame their efforts are completely let down by the UK customer service team. I would have happily returned to South Coast to enjoy the holiday the hotel team works so hard to provide, but after the lack of support and compassion from Sandals UK, I refuse to put any more money into this company. I’ve previously stayed with RUI, and after speaking with other UK travellers who were also in Jamaica at the time, their customer service was far superior. Sandals UK should be ashamed of the stress, confusion, and poor communication they have put their guests through. Sandals uk doesn’t have any emergency contact details for guest to contact in emergency. This goes out to Kayla, Ana foster and the appalling manager Emma Brewer who has ignored our emails and asked her staff to remove her from our email chain! This will now be escalated to ABTA and our solicitors!

I had a very disappointing experience with Sandals Resorts regarding a billing issue that still hasn’t been resolved. On August 15, I was offered an upgrade by a Sandals representative and paid $375. I was clearly told I would not be charged an additional $772.80. The rep assured me the charge would be removed when the office reopened on Monday. Despite multiple calls and reassurances, the $772.80 was charged to my card on August 19. I was told the issue was escalated and I’d receive a refund within 3–5 days. It’s now been over a month, and I’ve called several times. Every rep has acknowledged the mistake and confirmed I was charged incorrectly, yet I’m still waiting for my refund. I’ve already completed my trip and I’m not asking for anything free—just that Sandals correct their error and refund my money. The lack of follow-through and accountability has been extremely frustrating. I’m also requesting reasonable compensation for the time and stress this has caused. Booking #16339418. I hope Sandals takes this seriously and resolves the issue promptly.

Site useless! Pot luck if you find a correct day they fly to a certain country, it’s like find the flight you might find a holiday! I gave up after 10 searches returned “we do not fly on this date please change date” ermmm give me a clue? Which date should I pick? Website absolutely useless, if they can’t even get thy right it don’t look good