Sandals ResortsReviews of sandals.com

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

This was our 3rd holiday at a Sandals resort and sadly this was our worst experience. Whilst the resort was lovely unfortunately the experience was not. We had read that Sandals had laid off 200 people whilst on holiday and this was evident in the service we received e.g. staff seemed like new hires and annoyed by ordering food or drinks, the service extremely slow especially at ‘La Parisienne’. ‘Kimono’s‘ was closed for the full duration of our holiday and ‘Soy’ was closed for 2 days. Getting our room serviced regularly was also proving to be difficult, quite annoyingly we asked for 8 more hangers in our room within 1 hour of checking in, it took a further 4 calls for the hangers to arrive 2 days later. We hope other guests have a better experience than we had. We talked to many new couples about Sandals and unfortunately my comment back to them is that Sandals standards are deteriorating given our past trips. I know they are in business to make money but when your experience is poor your reputation will suffer and so will your bookings. The other thing that really winds me up about Sandals is the how they treat guests who do not have butler service as second-class citizens. There are clear signs that sun beds cannot be reserved before 07:00, but butlers are actively out at 06:00 reserving beds for their masters? Why have rules when they are not being followed by Sandals own staff. Despite Sandals policy that sun beds not being used by 10:00am can be used by any guest, I was actively told not to use an empty sun bed as it had a reserved wooden butlers plank on it (this was at 11:15 am)!!

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.

We left Sandals In Barbados. I must say the best 3 butlers I ever met were Shannkay, Bernard and DeAngelo. Please treat them with respect. Not everyone treats people with respect but please do. They are the best. They are my family now

Sandals Barbados , got to the airport and ohh dear was I to regret getting off that beautiful British airways . The service at the transfer was possibly the worst , not sure if Sandals invest in customer service as it absolutely next to -0 . We waited for more than 40 minutes fast forward we got to the reception and we had got the butler package lol what a worst of money. We wanted a treat for our anniversary and went all out that was a wrong decision . Arrived at the famous Sandals,waited in a long queue then we got to the desk and was told to wait whilst they search to find the famous butler , another lady turned up who had both her hands in her pockets strolling and asked us to follow her we did as we was told followed . We got to a nicer room which had a sign butler elite , at this point no drink offered and the famous towel not offered . We walked in , another couple made a comment well butler nonsense we did not even get offered a drink and waiting forever . We got sat down and got told a butler will be with us , we had a number of staff approach us asking us our surname about 5 times they could not pronounce it and kept asking us to repeat . 15 minutes later ohhh the famous butler came who seem to have been forced , she got us up and we followed her and she did her shocking explaining of the resort . We got to the room honestly I could not wait for her to go she was so rude and no professional. Fast forward she left us with no Wi-Fi and we had to go to reception to be sorted this was 4 hours after we had arrived . I am still at the resort I will review each day so I am fair but to be honest so far it is -0 from me considering how much you pay for this place.