Sandals ResortsReviews of sandals.com

Absolutely shockingly bad customer service. Phone lines are closed and you can only email, when you email, no response. When you chase, they give you an attitude as not happy with customers chasing. Do not book your holidays with Sandals, the process is too stressful.

To Sandals and their brain dead CEO who runs this company. There is a reason why almost 90% of reviews which by the way equal to thousands of customers rate you as shocking poor. I would suggest to start with brain storming sessions in order to get yourself back on tract as a respectable company. I would suggest to start by simple exercise of picking up the ringing phones and returning customers message, emails etc. I would also suggest to stop scamming customer by lying that your providing superior all inclusive service where in reality you're a has been outdated company. To all that are reading this do not book with those thives .Avoid at all costs.

Giving two stars ONLY for the beauty of the resort and location. I’ll give it to them that the resort is big, the restaurants are pretty and the beach is beautiful. However … all resorts have those things to offer. This was our first (and last) time at a sandals. We have been to numerous resorts but got so many nice reviews from friends to go to a Sandals because they said it’s the best of the best. This was the worst resort experience we’ve ever had. Got to the resort and were told we wouldn’t be able to use the Royal side pool or beach for a couple days because they were shooting a photo shoot and we’d have to go to the other sandal side to use the pool or beach to stay out of the models way. So everyone was crammed to the other side scrambling to find spots to sit. Payed extra for “ocean view” with no ocean view in sight when we told them this shouldn’t count as ocean view they agreed and said they should probably update the website but did not offer to give us our money back for a basic room price. Payed extra for club sandals guest services and the staff members were in terrible moods due to their AC not working and were overall not helpful or nice. They would give vague answers, act like you’re bothering them and act uninterested in problems. It was extremely hard to book things such as massages, reservations for dinner, etc and they would say they’d get back to you to see if they could get one eventually but time slots were usually full. A lot of the better restaurants you had to make reservations at and time slots were hard to get but when you did get a table there would be barely anyone there eating? Food was the WORST part of the trip. Horrible food. Cheap ingredients and long wait times. Not sure if they were just short staffed due to the pandemic but worst resort food I’ve ever had. No lunch buffet and wait times in restaurants or lunch options were at hour at the minimum so getting lunch was the most difficult to find. “Panini” on stale pita bread with one slice of prosciutto. “Bruschetta” on stale HOT DOG bun with soggy lettuce, tomatoes, and shrimp … how in the world does that classify as bruschetta. Disgusting. Dinner spots also had poor tasting food. Only decent restaurant was the sushi place. We paid 7,000 for this vacation more than we’ve ever spent on a vacation. Spent thousands less to go to the RIU in Jamaica and the food was excellent the staff was so nice and the resort was still very beautiful. Will never make the mistake of spending money for a sandals again. We spent a majority of our wedding guest money on this place only to be majorly disappointed. Public bathrooms not clean at all toilet paper all over the floor, smelled horrible and toilet paper roll holders falling off the wall. Last comment was the biggest problem we encountered and that was with room safety and privacy - staff members let themselves into our room without knocking on THREE different occasions and we complained to them that this was not ok each time with unapologetic answers each time saying they’d speak to housekeeping. One night I’m pretty sure it was someone coming to check to steal our belongings because it was 8:30 at night (housekeeping had left hours earlier already). Luckily we had the door bolt attached but heard someone swipe to get in and hit the door bolt and swiftly close the door. We went to open the door expecting someone needing something and the person had booked it down the hallway. If we hadn’t been in there I’m scared what we would’ve ended up missing due to our safe’s battery being dead and them not offering to fix or replace the safe when we brought it up earlier in the trip. So to summarize please don’t waste your money and book elsewhere. You will regret coming to this resort.

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.