Sandals ResortsReviews of sandals.com

If you're a high priced resort then your level of service all around should be reflective of such. This review is just based on the online chat service. Also, this would have been posted directly to the review after the chat but even that too is flawed.... after writing my observations, it said too many characters and just closed. Not much seems to work effectively. A bit more training needs to go into your Customer Service Representatives or in particular Becky. 1) Yes you're working for a commission but the way they come about is worse than someone following your every move in a store. It's just SO evident that this late is working on commission basis and desperate for the sale. 2) IHow can you keep me / customers in a chat for over 10 min saying you're working on the best rate for me and then give me the SAME rate that is listed on the website. Then say that it's a special and need to book now to reserve it. 3) Don't ask customers what's stopping them from booking at this time? Be aware that the world is still under a pandemic and the majority of countries are still under a lockdown. Make your agents sensitive and aware of that fact. 4) Don't just copy and paste information from the website or the airline website to make it seem more appealing to buyers. Some persons are already aware of what Sandals has to offer and what airline restrictions are. Overall not one of the best customer service experience chats I've encountered. Being asked to spend upwards of $800 USD / night, this is not reflective of such service.

We have booked a Sandals holiday in Jamaica for this September but due to family illness we have had to cancel. Sandals say our deposit of £350 is forfeited under their T&C's. Whilst they have this in their T&C it is a wholly unethical and mean position and people should be very wary of booking with a company who behave in this way. We will never go on a Sandals holiday again.

We had this vacation booked for 1 year. The resort closed and emailed us to let us know that they are closing through May 15 2020 but our trip was booked for arrival April 1, 2020. They closed the resort and cancelled on us and emailed us to say do not call us, we will call you! They refused to refund us even though this was the resorts decision! I have been a loyal Sandals Select Rewards member and used their resorts every year for vacation. When I had asked for a refund, I was told it is not refundable! Seriously?? I spoke with a supervisor who said you are not getting a refund and did not care at all that I just lost 8k due to their closing of the resort. I'm in the same industry and I told the supervisor they should make this right. She did not care at all and reiterated you are not getting a refund. Fortunately, I took out the trip insurance and I will get my money back eventually. Please if you ever book a Sandals Vacation, get the trip insurance! This cancellation is due to the Corona virus and they cancelled on us closing all their resorts. I will never recommend Sandals ever again and I'm extremely disappointed that they do not care at all about their guests!!

HORRIBLE !!!!!! Good luck if you pay and book a vacation with sandals resort , and if you don't belive this call there phone # 305 284 1300 press 1 , press 2 , press 3 , and then good luck for a human being too help with your concern , Im a 6 time traveler to sandals resort , and I will loose 12k on this trip so no one else does , but I will write this review everywhere I can

My fiancee and I have been planning our destination wedding for months and opted to pay for over 2K in wedding amenities to make our occasion special. Unfortunately for us Corona virus has been classified as a global pandemic and as a result we are very apprehensive to travel outside of the US at this time due to the potential of virus transmission, flight cancellations and potential of being stranded in Jamaica. The United States Government has advised suspension of discretionary travel so we made plans to reschedule the vacation for later date and instead marry in the states; thus negating the need for the wedding amenities at Sandals. That said we contacted Sandals on two separate occasions to discuss our refund or receipt of credit that could be used towards the rescheduled vacation and was told that the $ paid was non-refundable. I find this absolutely unacceptable and will use every avenue at my disposal to expose Sandals for its blatant disregard to doing what is in the best interest of its customers to ensure their safety. I simply want a more reasonable response from Sandals in understanding this is a pandemic situation and therefore standard polices and procedures should not apply.

Definately not 5* and not luxurious. This Halcyon, The Grande and La Toc in St Lucia are all very dated and in desperate need of updating. Please do not go expecting it to be brilliant as you will be disappointed .They used to be the "Company" to go to for 5* now they are the ones to avoid. 3 * at best and should be advertised and priced on 3*.

We were looking to book a 1 week stay at a a Caribbean resort and my partner reached out to Sandals La Toc, in San Lucia. During our three-way discussion with the telephone sales agent we discussed the room possibilities. We told the sales agent that required two bathrooms. The sales agent told us that if we would upgrade from the room we were discussing to a Villa with a "soaking tub", Butler Service, and would have two baths (our major requirement). We spent the extra monies and booked the Villa, as the second bath was that important, and we ended our search for a place to spend that week. When we arrived at Sandals La Toc in San Lucia, not only did the Villa not have two baths but we were were told that none of the Villas on that property were configured with two baths. They said there "must have been a mistake". The Villa itself was a two story accommodation with a small living area configured on the upper level and a regular room on the lower one. The "soaking tub" was a regular bathtub surrounding by a shower curtain located on the deck of the lower level, which if one were to use it without enclosing themselves with the curtain, they would be visible from the decks of the other rooms 100 feet away. The La Toc handlers then said they were going to move us to a Villa on another property on the island that would have two baths and not to unpack. For three days we were being told that "we're waiting for an answer", after which we were told the Property Manager would reach out to us. After the fourth day, after hearing from no one, we unpacked. For the remainder of the time no one from Sandals broached the subject of moving with us again. After returning from the holiday, which was made even more miserable by my slipping and falling down the marble tiled staircase that lead to the lower level made wet by the condensation dripping from the walls and ceilings throughout the villa. This was created by deck doors being left opened (for the sea air) and with the AC set on 70 degrees F and humidity coming in from the outside. I decline to see a local island doctor but did see the "nurse" who did nothing but have me write an incident report and sign it. I reached out to Sandals with this same narrative reiterating that we would have never confirmed the booking had we not be told that we would have two bathrooms and I suggested that they listen to the recorded booking call to substantiate what I had told them. I requested a refund amounting to what we had paid for the Villa package and what we would have paid for one of their luxury rooms Sandals, to their credit, did investigate and located the booking recording. They went through the recorded conversation and confirmed that, yes, the recording confirms that their agent had made "a terrible mistake* when she told us that we would have two bathrooms. Sandals replied further, however, that since we had never committed to a luxury room and only discussed room types before the booking that they could not assume that we would have booked the luxury room. As a consolation, they offered me 30,000 Sandals points ($950.00 Value they claimed) to be used for a future stay.. I replied that I didn't want the points as the possibility of our staying at another Sandals was remote and asked that they issue a credit to the bank card that I used in the booking. I pointed out that the end result was that we were fraudulently talked into paying over $10,000 package that nowhere fit the description we we given by their agent. I reemphasized that their agent had obtained our booking by erroneously stating that the Villa had two bathrooms. That had she accurately informed us that there were no accommodations on the property configured with two bathrooms, we would have continued our search and identified a hotel other than Sandals that could meet our requirements. Sandals has refused. I believe that Sandals duped me by selling me a vacation package that never existed

If their resorts are even 99% better than their current appallingly cringe worthy & annoying UK LBC radio advert then you couldn't pay me to go!!! Who the heck was the ad agency that came up with this garbage?!! I know Sandals need advertising because repeat customers are few & far between but come on - this ad is plain awful. Also they claim in this ad that their prices are surprisingly low!!! Pull the other one. AVOID going on holiday with Sandals - just read the Multiple 1 Star reviews.