Sandals ResortsReviews of sandals.com

Note: My 1 star reflects the poor customer service in the UK and not the actual resort. We visited Sandals Royal Barbados in Nov/Dec 2019 for our honeymoon and had an amazing time. We enjoyed it so much that we decided to book a trip whilst on site for Easter 2021 at Sandals Royal Caribbean. We started to count down the days and then COVID-19 happened… In light of the pandemic we decided to cancel our trip and as instructed on their website emailed the amendments team on 5 May 2020. It is now almost November 2020 and we still have not had a response. During this time, we changed our minds and decided that we would not cancel, and instead move our booking to Grande St Lucian in December 2021. I wanted to do this today and called the phone line and was told by an advisor that he could not amend my booking, and yet again, instructed me to email the amendments team. He informed me that they were currently working on bookings in November & December 2020, so I said by this logic I could expect to get a reply to my email in February 2021 (10 months after my initial email)! He then replied, ‘no, you should expect a reply by January 2021 at the latest’. I added that the deal and room I wanted may not be available by this point and he did not respond. This whole experience has left us feeling very deflated and unless we get a reply in the next few days, we will opt for a cancellation instead and book elsewhere. After such a fantastic honeymoon last year and the 5-star service we received on site, we are so shocked to be treated this way. After reading reviews on Trust Pilot it seems many others have been treated the same. Sandals have the capability to amend bookings (they’ve done it for us before) but are instead choosing to be difficult in the hope that people won’t cancel, and they can keep hold of deposits. But, by being difficult, they’re putting off customers like myself who wish to vacation with them again but are unable to change their booking – not exactly 5-star customer service.

This company needs a zero star not a 1, they are absolute thieves. Happy to take your hard earned money but try cancelling 3 months before a trip, due to covid restrictions and they aren't interested. Disgusting customer service and basically say "We are keeping your £350 deposit & that's it". We also just spent about £7k with sandals staying at Regency la toc, which was more like a cheap 18 to 30's. Booming loud music constantly which was for the benefit of the staff I'm sure, cats everywhere, nothing romantic or relaxing about sandals at all. Dreadful company, worst I've ever dealt with

This has been by far the worst company I have ever worked with. Our honeymoon in May got cancelled by Sandals, I have called over and over again and sat on hold for HOURS and still have not received my refund for our flights. Every time I call I get a new excuse of why the refund has still not gone through. On top of all this they said they would not give our over $100 insurance payment back even though they are the reason for the cancellation. I cancelled my trip in April within the cancellation deadline and have still not received my refund in August. This is absolutely ridiculous, they can’t just steal money from people and refuse to return it? DO NOT book a trip here!!!

Scandals. RUN RUN AWAY. DO NOT DO BUSINESS WITH COMPANY. THEY HAVE HELD OUR MONEY HOSTAGE! UNABLE TO PROVIDE A SERVICE! A dream wedding has turned into a NIGHTMARE! Unable to fulfill services paid. Again unable to fulfill for services paid. HOLDING OUR MONEY HOSTAGE! NIGHTMARE. THESE CANCELLATIONS WERE DUE TO NO FAULT OF OUR OWN AND SANDALS IS HOLDING OUR MONEY HOSTAGE. PLEASE PLEASE LET THE BRIDE AND GROOM AND THE ENTIRE WEDDING PARTY AND FAMILY AND GUESTS GET MARRIED. PLEASE RELEASE OUR MONEY! TERRIBLE RESORT WITH TERRIBLE CUSTOMER SERVICE. HOLDING OUR MONEY HOSTAGE SHAME ON YOU. THE WORST COMPANY I'VE EVER HAD TO DEAL WITH.

Love Sandals BUT we are due to fly next Feb but desperately need to TALK to someone...they are advertising like mad but all lines are closed. We pay megabucks for these holidays but customer services is non existent...other tour operators can offer a sort of servive so why can't they.......seriously not impressed.

I wish I could give them zero stars. If you are going to a Sandals resort, DO NOT BOOK AIRFARE THROUGH SANDALS. We had a trip planned to one of the Sandals resorts in Barbados and let them book our airfare since it was a little cheaper than booking it on our own. Because of Covid 19, Sandals closed all of their resorts during the dates our trip was booked. That happened in March and we are STILL trying to re-book our flights and get a refund on the remaining cost, all due to the complete incompetence and apathy of the employees at Sandals. The only reason we're re-booking in the first place is because Sandals wasn't going to give us a full refund. They claimed they had to take out $$ because of our travel insurance even though the cancellation was done by them and this had nothing to do with travel insurance. My husband has called several times, each time taking over an hour, and Sandals still has only partially resolved the issue and it shouldn't be that difficult. He has been told countless lies, each time getting a different story, and each time he only talks with an agent for a few minutes but the calls take over an hour because the agents keep putting him on hold for long periods of time, presumably to ask someone more knowledgeable what to do but there doesn't appear to be anyone at Sandals capable of doing their job. My advice is to NEVER book airfare through Sandals. Their travel agents are by far the worst I’ve ever dealt with and Sandals is one of the worst businesses in general I've ever dealt with. Very, very shady. FYI that SANDALS uses a third party company called UNIQUE TRAVEL CORP to book airfare. Oddly (maybe intentionally), Unique Travel Corp is no where to be found on the internet, don't seem to have a website and there's no way to contact them except via phone. It seems to be just a way for Sandals to shirk responsibility. I'VE SEEN A FEW POSTS ON HERE SUGGESTING A CLASS ACTION LAWSUIT. I WOULD LOVE TO BE PART OF THAT.

I'm suggesting everyone to look into a class action law suit. We are. We booked our trip last year (2019) prior to any COVID pandemic for April 2020. Once this COVID pandemic hit, we re-booked for July 2020 in March 2020 because we could not travel. We were informed this week that Sandals is cancelling our trip in July 2020 for our resort but offered another Sandals hotel for that time frame. We were okay with that but the hotel offered was FULL. We requested a full refund and were told they are denying because we re-booked 4 days inside of their 30 day policy back in March 2020. They said we'll get 50% of our payment back on our $5300 booking!! I pleaded with the Customer Service supervisor, "Wendy", and she just kept reciting their policy over and over. Unbelievable!! I emailed the CEO politely and professionally to help us out but he just forwarded my email to the automated customer service "work ticket" folks. I see this going NOWHERE. We were loyal to Sandals prior to this event. They will never get another dime of our money. USE SOMEONE ELSE FOR YOUR VACATION. Anyone that high up that doesn't want to turn around a 1 star avg. rating for its business is a mad cap.

Only 1 star as I cant go lower. They cancelled our holiday on 26/03/2020 due to Covid 19 and are now un-contactable to discuss our refund. Originally we were told it would be 28 days. Then we were told it would be 28 working days excluding bank holidays and weekends. Its now 31 days and yet still no refund. They have taken down the UK phone number, emails are no longer replied to and our travel agent is having the same issue. Doesn't make you want to book again with them. This is a breach of UK consumer law