Sandals ResortsReviews of sandals.com

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.

I visited Sandals Halcyon Beach back in October, and it was without a doubt one of the best all-inclusive holidays I’ve ever had. My girlfriend and I had an amazing time from start to finish. The room, the beach, and the overall atmosphere were outstanding, and the level of service was truly second to none. I did experience a small issue with my room, but it was dealt with promptly and professionally, which really impressed me. I also had to change my flight dates before travelling, and the Sandals call centre was absolutely fantastic—friendly, efficient, and more than happy to accommodate the changes without any fuss. Overall, it was an exceptional experience, and I wouldn’t hesitate to recommend Sandals Halcyon Beach to anyone looking for a high-quality, stress-free, all-inclusive holiday.

Stayed in the Royal Barbados, the gardens were lovely our room was in a nice quiet area . The staff were nice and it was very clean . Our room was nice , smelt of damp had to request a another mattress all the springs had gone on one side . Electrical fault on our buzzer to say if we were in or out . Got repaired electrian blew electrics Came back to the room wet as the fridge and electrics not on . The food was disappointing, the xmas meal was the nicest meal . Sandals probaly great yrs ago but not now . I will not be returning to any Sandals hotels .

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!

Sandals Grande Antigua – Beautiful Place, Incredible People We had the most amazing time at Sandals Grande Antigua. The resort is absolutely stunning, with gorgeous beaches, lush gardens, and such a warm, welcoming atmosphere. The culture and energy of the place are incredible, and the entertainment team kept things fun and lively every day. What really made our stay unforgettable though were the people. Mario’s Restaurant – Shermella was a fantastic waitress, always friendly, efficient, and smiling. Nikisha went above and beyond to cater to our dietary needs, even bringing us special snacks so we never felt left out. Both made us feel genuinely cared for. Soy (Japanese Restaurant) – The team here were amazing. Jason’s energy and charisma lit up the room, Chad kept the same great vibe going all night, and Kedisha was so chatty and welcoming, bringing everyone together with her infectious energy. Marie was lovely and attentive, always making sure we were looked after. Eleanor’s Restaurant – Violet was so kind and thoughtful, making sure our dietary requirements were perfectly catered for every day. She really added a personal touch to our experience. Bakery – Carole made fresh vegan bread for us daily and went out of her way to make sure we were well taken care of. Such a thoughtful and caring person. Spa – Jeana was welcoming and kind, helping me with something small but important and doing it with such genuine warmth. Entertainment Team – Amanda was full of life and energy, making every game and event so much fun. She truly made the atmosphere shine. Maintenance – Jefford from maintenance was always friendly and full of personality, taking time to chat even while working hard around the resort. Overall, Sandals Grande Antigua exceeded every expectation. The resort is beautiful, but it’s the people who make it truly special. Every team member we met showed pride, passion, and genuine care. We left feeling completely looked after and can’t wait to return!

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.