Sandals ResortsReviews of sandals.com

I am extremely disappointed with Sandals for cancelling my booking with only 4 days' notice, despite having made the reservation 10 months ago. This trip was meant to celebrate my 30th wedding anniversary, it was meant to be a trip of a lifetime and we booked a suite and upgraded our experience due to the nature of our celebration . We received a call yesterday with just 4 days to go to advise us that Sandals had cancelled our booking. Sandals have offered us a voucher for the value of our holiday , that's good of them ! with 4 days notice we have no chance of booking anything other than a basic level of room at a location we did not want to choose. This is the second time that Sandals have done this to me. I find their complete disregard for the impact of their actions to be very disheartening and they seem to advertise themselves as a luxury brand and do not even have the most basic level of customer service or decency. I hope they take steps to improve their booking process and customer service to prevent this from happening to others in the future. If you can not honour a booking for whatever reason you should be finding an alternative at the same level as that already purchased. I suspect they over sold my room and then decided to cancel mine as it was booked so long ago I got a better deal. Shame on Sandals - do not spend your money with this company

Rubbish company..Designed for obese yanks with 0 class and etiquette..Resorts are equivalent to 2 star all you can eat buffet. Stay away and don't waste any money.

Absolutely horrible service all around. We were told our room would be ready at 12:30pm it wasn’t we had to wait over two hours. We got the honeymoon package which was never in our room when we arrived. Then when they came with it the girl walked right into our room as my husband was changing… total lack of respect or privacy. Our bathroom door and safe in the room didn’t work. We went to complain they said they would move us to a new room. This room is smaller than the room we were in and is in the same building where on the first day here the elevator didn’t work. Then we booked excursions that were canceled due to rough waters we were never told till the time we were supposed to leave. Then were told all they could give us was a refund and they couldn’t get us on any other excursions. We went to make reservations for dinner when we arrived and they had none.

We have made several trips to Sandals and Beaches resorts over the last few years and have over 45 paid nights with the chain. However, this will now be our last due to the terrible (non-existent) customer service after traveling to Jamaica during Hurricane Beryl. While the staff at Royal Caribbean were absolutely great during the whole ordeal, Sandals customer support refuses to provide any assistance with the information/documentation necessary to file a claim with our insurance after the trip. After numerous phone calls, emails, and social media direct messages over the last few months, I’ve received no help from Sandals at all. Either no response at all or constant redirects to other contacts via email/voicemail that go unanswered as well. In one of the few actual responses, they’ve gone as far as to say “Well, you didn’t purchase the insurance through us, so we can’t help you”. Sandals has caused us to lose the reimbursement because they will simply not provide the information requested by the insurance (confirmation of costs, verifying that we were not provided any refunds, etc.). It’s mind boggling that they refused to help with this, it doesn’t cost Sandals a dime other than a few minutes of someone’s time to provide a statement that would satisfy the requirements of the insurance.

Celebrated my 30th anniversary at the Ocho Rios location and it was God Awful!! The first room was dated, tv didn't work, no hot water and air condition leaked all over my luggage. There were cats everywhere and begging and starring at every restaurant while we were eating, it was disgusting!! I paid money for an upgrade room and had to fight off cats from entering my room. We had to call the front desk again because we had an ant infestation and begs in the pool. I called the front desk and complained at least 10 times of my stay and not once did the people offer me anything for ruining my anniversary. I would not recommend anyone I know to go there.

We booked with a deposit ($98) and travel insurance ($248) through Tripmate. Due to unforseen circumstances we had to cancel 4 days later. They informed us that only the deposit was refundable and the travel insurance from Tripmate was NOT refundable. After contacting Tripmate, they informed me that the insurance IS FULLY REFUNDABLE up to 10 days after booking. In fact, Tripmate stated they do not even receive the money from Sandals for the travel insurance policy until after the 10 day grace period. Thank goodness for the Tripmate employee who assisted me! Once again, I contacted Sandals and they stated to me that it was NOT refundable. I made another call that same day and was told the same thing, but after telling them what Tripmate stated - that customer service representative stated on a recorded line that it would be fully refunded within 7-10 days. We received the $98 approximately 8 days later. When I called again to ask about the refund for the travel insuranced - once again the customer service representative stated the insurance was NOT refundable. I then told them the date and time of the recorded phone call & the representative found the recording and said it would be refunded, but would be another 7-10 days which was not acceptable to me. After talking to a manager, she contacted the accounting department and the $248 is being processed and refunded to our account. NOTE: The manager was sharp and rude regarding the refund and did not apologize for their error. Bottom line, is that Sandals LIED about the insurance being NON-refundable and I had to contact Tripmate myself to find out the truth. So, are they just incompentent OR are they just keeping their customers money illegally out of greed? This was going to be our first trip to Sandals & now it is safe to say we will NEVER book a trip to Sandals.

Sandals Antigua filthy and rude staff. Management not willing to resolve any of the issues. Concierge service completely worthless

There is a hurricane hitting Florida tomorrow which is our travel day. Our only flight options take us through Miami. The state is declared a natural disaster zone and enforced a mandatory evacuation notice, so there is no way for us to travel tomorrow. Despite knowing this, Sandals has refused a refund. We truly do want to go, and we have been lifetime Sandals consumers - but they won’t budge on refunding our $4k despite our inability to get there! Unfortunately they’ve lost a customer for life. DO NOT book with Sandals!! The customer service in this tough situation has shown me who we are really dealing with. So unfortunate.