Sandals ResortsReviews of sandals.com

Just to keep everyone informed about the fraudulent practices of Sandals customer service. We cancelled our trip due to covid and they refused to refund us so we are dealing with another fraudulent entity named trip mate insurance. But back to Sandals we took the initiative to contact American Airlines to refund the customer of our flight since Sandals didn’t even care or try on our behalf. American refunded our flight cost but to our surprise it was refunded back to Sandals. We contacted them and after being repeatedly put on hold they told us we were being charged $200 of our flight due to cancellation. And the refund will take 6-8 weeks to get to us. These criminals had nothing to do with getting our refund yet they hold all the cards and rob us if our money. I will never, ever again deal with these ignorant people. Not only are we fighting for our money back they robbed us of money that a decent company like American Airlines processed without incident. I hope Sandals goes bankrupt. Then decent people will no longer get robbed of their hard earned money. Beware of these criminals.

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

November 2019. Having been to Ochi Jamaica last year, we decided Barbados would be a good 2nd Sandals visit. We went as a party of 6, 3 couples. The transfer from the airport to the resort was only 15-20 mins. We were greeted with cold towels smelling of lemongrass, a very strong rum drink and two Sandals Select T-Shirts since we were members. We used the iPad to sign in, the card machines were down so we never got to put a credit card on file – we just paid for all of our trips at the end easily enough. We were taken to our rooms and the holiday began. The resort is huge, you can’t tell where Sandals Barbados ends and Royal begins. It is so unbelievably stunning. We stayed in the Bajan section in a Crystal Lagoon Luxury Honeymoon Room with Balcony Tranquility Soaking Tub LX. The room had a double sink, hair dryer, huge walk in shower, mini fridge, coffee machine, iron and board, two wall mirrors, one full length mirror and one light up mirror with magnify, safe, a UK plug socket in the wall, air con and a fan. There was nothing else we could think of that we would have required in the room. It was cleaned daily, and we had a turn down service nearly every evening. The fridge was stocked with the wine and beer of request and was topped up daily. There is no free rose wine, which is a shame, but you can pay for it if you wanted. I had emailed Sandals beforehand, after reading reviews on how other guests had struggled to book tables for dinner, I wanted to ensure we had bookings for tables of 6. Barbara, the director of guest services, replied and booked us into every restaurant we required for a table of 6 at great times. There was only one occasion where the table booking was not there, but we sought a manager who apologised and got the table ready for us within half an hour. I cannot tell you how incredible the food is here, especially compared to Ochi (which we thought was amazing at the time!). I would highly recommend going to Neptunes for lunch, the views are insane and the food is fab. Try the fried chicken and the burger. Chi is so beautifully designed inside, and the pad thai is to die for. I would also recommend Butches, although I would say to get an earlier booking as the wait time for service is a bit longer here. If you are looking for late night food, the Merry Monkey and Lovers Lane does some great plates to take back to your room. We went on a snorkelling and catamaran trip – highly recommend this. Was $107pp, we got taken to Bridgetown and boarded the boat. Sailed for 10 mins then jumped in and swam with turtles!! Then we sailed for around an hour and snorkelled by some ship wrecks. We had unlimited drinks and a really lovely lunch. We stopped on the beach outside Sandy Lane and we could swim to shore for a look around then come back. The men played golf which they said was great, bring your own clubs if you can though. We also went on a shopping trip which was only $12pp and we got to see Bridgetown properly, even having a nice drink on the water. The pools here are beautiful, we never had an issue getting 6 sunbeds together. I would recommend saving them as everyone else seems to, but if someone doesn’t return within 2 hours then the sunbeds yours. Staff are always around taking orders for drinks. The beach is stunning. It is public but it’s no issue at all. One man tried to sell us something, we said no thank you and that was the end of that. There was no seaweed when we were there. Sandals have also made two stone wave barriers in the sea which we found so helpful when swimming out. Loved all of the bars, you got a drink pretty quickly. Some bars didn’t have menus though so we struggled to pick something different and played it safe on a few occasions. Nothing really to complain about but just would have been nice to have island favourites! You can book lockers and showers to use when you leave, although the ladies lockers did not lock so all items went into the mens. We were picked up in a air con mini bus and back to the airport we went. The only real issue we had was that we were not there for longer.

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.

even with all this great pictures that can watch the visiteur to their website there somethings that can be done to improve the website like adding the services they present because people they need more than pictures so they know what they are paying for and if this is the place they want to go to for a vacation also people need to know what plans this place can present to them to make their vacation great

I emailed back in May about my holiday in October 2020. I received an auto reply stating that they were working up to holidays end of June. I can lie I was very anxious about my holiday and I was the typical annoying person who emailed once or twice trying to push my own holiday in front. Even tried to call but the after sales team is not in. However I get it. We are in strange time and they have 100's of people ahead of me going first. But I did get the auto reply letting me know what they were doing(another company I have booked with has yet to give me refund and ANY communication) so that was a pro. 2 days ago I got a reply to my email from May so they are now working on October and the way they are trying to help .... was brilliant. Very flexible policy and actually the agent even had time to make suggestions to me. I didnt feel rushed OR pressured. I love the brand I love the holidays and in times of crisis the service and support is still there! Well done Sandals