Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ex and I made a reservation for an above-water villa for July 27-August 1, 2025. I was contacted and told that the villa would not be available due to renovations being made. I opted to have my money refunded. This was April 21, 2025. Its be over the allotted ***** business days. Every time I call they give me a different date on which the check was issued. I have been waiting constantly, and management seems to not care about resolving it. Each week I call and each week I get a different date. Please help me resolve this issue.

  Business Response

  Date: 06/04/2025

  Good day,
  

  Thank you for sharing the client’s feedback regarding the pending refund for their cancelled reservation. We regret the delay and appreciate their patience.
  Upon review, we can confirm that the client has been in contact with our Guest Services team, who have been coordinating with our Accounting department on their behalf. We have been advised that a replacement check has already been issued, with an expected delivery date of June 6th.
  Please note that we have no control over the postal system, and occasional delays may occur beyond our expectations.
  The guest has been informed that if the check does not arrive by Friday, June 6th, they are welcome to reach out to the Guest Services team for further assistance.
  

   

  Best regards,

  Customer Answer

  Date: 06/05/2025

   
  
  Complaint: 23411677
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  John Q. Adams

  Customer Answer

  Date: 06/08/2025

  The management keeps moving out the date. 6/6/2025 has come and gone and I still am NOT in receipt of a check. They never mentioned reissuing a check, instead they keep telling me to wait for the original check that was sent back in April. It is nearly the second week of June and I still haven’t gotten my refund. 
  

  Every time I call they simply tell me a different date and to wait longer. It’s ridiculous and unfair. I just want my money and will never use this resort again. 

  Customer Answer

  Date: 06/09/2025

  I still have not received a check 

  Business Response

  Date: 06/10/2025

  Good day,
  
  Thank you for sharing the clients feedback regarding his refund. Upon review, we can confirm that the client has been in contact with our Guest Services team, who have been coordinating with our Accounting department on their behalf. We have been advised that a replacement check has already been issued, with an expected delivery date of June 6th.
  Please note that we have no control over the postal system, and occasional delays may occur beyond our expectations.
  The guest was informed that if the check does not arrive by Friday, June 6th, they are welcome to reach out to the Guest Services team for further assistance which they did on June 9th. Another check will be sent to the guests (overnight) and has been advised that he will be provided with a tracking number within 48hrs.
  
  
  
  Kind Regards,

  Customer Answer

  Date: 06/10/2025

   
  
  Complaint: 23411677
  
  
  
  I still have not received a check 
  
  
  
  Sincerely,
  
  
  
  John Q. Adams

  Business Response

  Date: 06/10/2025

  Thank you for sharing this response. Please note that the accounting team is aware that the guest did not receive the check since he reached out to advised of same on June 9th. The guest was advised that another check will be sent via overnight and that he should receive the tracking number within 48hrs. We regret any inconveniences caused.

  Customer Answer

  Date: 06/11/2025

   
  
  Complaint: 23411677
  
  
  
  I am rejecting this response because:

  I was told that I would receive confirmation of re-issuance of the check and a tracking number within 24 hours. I have received neither. I called today and they still seem to be stalling and confused as to where the re-issued check is in the process. They sent the first check via USPS, according to them, and it never arrived. So either they didn’t send or it got lost. Now they’re supposed to be using a more effective method to send the payment, and they still can’t manage to get this done. It’s become beyond an inconvenience at this point. I keep getting different information. 
  

  Sincerely,

  John Q. Adams

  Customer Answer

  Date: 06/13/2025

   
  
  Complaint: 23411677
  
  
  
  I am rejecting this response because:
  
  
  they still haven’t sent the check. It was supposed to be sent overnight three days ago. 
  

  I really hope someone can apply pressure to get this company to issue my refund. It’s been another full week and I still haven’t gotten my check. 
  
  
  Sincerely,
  
  
  
  John Q. Adams

  Business Response

  Date: 06/13/2025

  Good day,
  
  Thank you for sharing the guest's response. Please see the details available for the check which was mailed to the guest.
  
  https://www.ups.com/track?track=yes&trackNums=1Z04X58R0299051296&loc=en_US&requester=ST/trackdetails
  
  
  
  Kind Regards,

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a part of a wedding that is 05/31/2025. Me and the other wedding guest were informed last week that our reservations at Sandals Ochio **** confirmation #******* was canceled and we would be relocated To Sandals Negril with the same accommodations or be upgraded at no charge. We was told this was because of the resort last day of being open is 05/31/2025 This is unfortunate for the bride because she was looking forward to celebrating her special day with friends and family now she has to deal with the hassle of all 35+ guests having to be moved to another location and the accommodations she had set up at the other resort is not being allowed at the new resort. Deposits over $9000 have been lost and can't be recuperated to help assist with other things required for the wedding. As a guest, the room that was chosen at the Negril resort does not have the amenities that we paid for at the other resort, which was a poolside suite with a ******. This is my first out of country vacation and that room was chosen along with the guest I was sharing the room with because of the semi private pool. Now a room I wouldn't have chosen at all was selected for me and it is a room that we are not happy with. There policy of the room being refundable up til 150 days policy has already passed and I think it is highly unprofessional to change everything at the last minute. I just want my friend to have a stress free wedding and get these issues resolved before her big day.

  Business Response

  Date: 05/23/2025

  Good day,
  
  Thank you for sharing the guests' feedback regarding their upcoming stay. We are sorry to note they would be able to visit Beaches ************* as originally planned, due to it's closure. All affected guests were advised of the closure along with the options available. We have noted that the guest booked through a travel agent and as such only the travel agent would be able to make changes to the booking on the guest's behalf. As it relates to wedding arrangement, this will be take care of diligently by the weddings team for the selected new location. We wish to reassure that guest that the experience will be nothing short of phenomenal. We look forward to welcoming them to Sandals Negril.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 05/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory and I was informed yesterday verbally about them correcting this issue but still have note received this finally invoice to confirm. As soon as this happens I will be extremely pleased and excited to visit the resort my reservations is 5 days away. I would appreciate if this would be taken care of soon as possible.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a trip in Feb. 2025 to vacation at the Sandals Resort in *******************. Due to flight changes on there part we decided to cancel and did this within there cancellation time frame. We were refunded $400.00 of the $957.28 deposit we put down and were told at that time the remaining balance of ****** we would receive a month later. Here we are well over two months later with no refund. I have made several attempts with Sandals to resolve this issue and every time I call I get a different answer why my refund is taking so long. I was recently told that the refunded my CC on May 12 and that did not happen now with one last attempt I am being told yet another story. I am just looking for resolve to get my refund. Maybe you can help!!!!! Also ************** representative informed me they sent my money back to Sandals on March 9th for ************** # for Sandals **************.

  Business Response

  Date: 05/17/2025

  Good day,

   

  Thank you for sharing the guests concern regarding their refund for flights. A review has been conducted and it has been noted that the guest was advised that the refund for the flights will take 6-8 weeks to be received from the airline which thereafter the refund will be processed back to the original form of payment. The guest was not happy about the time frame,however the refund cannot be issued until the funds are received from the airline. Kindly note that Sandals and Beaches Resorts do not make changes or cancel flight schedules. This can only be done by the airline and as such we have no control over same. The guests have reached out on multiple occasions and were advised that the funds were not received as yet.
  We have liaised with the accounting who have advised that the refund is currently in process back to the original form of payment.

   

   

  Kind Regards,

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Island Routes Caribbean Adventures Parent Company: Sandals Resorts International Location: ***********, ******* Amount Disputed: $350 USD Booking Reference: ******* Incident Date: April 4, 2025 Complainant: ******* ***** IV ?Nature of the Complaint:I am filing a complaint against Island Routes Caribbean Adventures, a subsidiary of Sandals Resorts, for failure to render services and refusal to provide a fair refund.I booked a Zipline and *************** Ride at ************** for two adults ($350) through Island Routes. Upon arrival, I was denied the **************** portion due to a 230 lb weight limit, which was not clearly disclosed during booking. I weigh ******************************************* a collapsible menu on their sitean inadequate method of consumer disclosure for a condition that outright disqualifies paying guests.Island Routes offered substitute tours, such as a catamaran cruise, but those were either unavailable or unsuitable. I contacted their guest service team and spoke with a representative named Chevonese *****, who acknowledged the issue but refused to issue a refund, citing fine print policies rather than basic customer fairness.?Why This Is a Problem:I paid for an experience I did not receive.Key restrictions were not properly disclosed at checkout or in my confirmation email.Offered alternatives were a smokescreennone of them were realistically provided.The company is owned by Sandals Resorts, a luxury brand that should uphold higher standards.?Resolution Sought:Full refund of $350 for services not rendered.An acknowledgment from Sandals Resorts that Island Routes current disclosure practices are misleading and require immediate revision.?This was not a misunderstanding. It was a systemic failure of transparency and responsibility under the Sandals corporate umbrella. I hope this can be resolved through the BBB before additional escalation becomes necessary.

  Business Response

  Date: 05/08/2025

  Good day,
  
  Thank you for sharing the guest's concern regarding their tour booked through Island Routes. Kindly note that Island Routes is a separate tour company that facilitates tour booking for Sandals and Beaches Guests. We have reviewed the website where the tour was booked and noted that all the information regarding the tour booked was on one page. Information such as Days of operation, age, weight restrictions and terms and conditions are all found on the booking page. All the guest was required to do was select the down arrow next to the specific heading to see the details. 
  We are not liable if a guest fails to review all the details available about the tour at the time of booking. Sandals and Beaches Resorts is unable to override Island Route's decision as it relates to concerns shared.
  Based on the forgoing we are unable to accede to the guest's request.
  
  
  
  
  Kind Regards,

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23302078
  
  I am rejecting this response because:
  Dear BBB Representative,
  
  
  This is in response to the reply issued by Sandals Resorts International regarding my complaint filed on May 8, 2025.
  
  
  Although I booked the tour directly through Island Routes website, the tour was clearly marketed as part of the Sandals guest experience and was recommended in tandem with my stay at the Sandals resort. The Island Routes brand is heavily intertwined with Sandals, which creates a reasonable assumption of shared accountability for the guest experience and satisfaction.
  
  
  My complaint remains valid for the following reasons:
  
  
  Undisclosed Weight Restriction:
  The 230-lb weight limit for the horseback portion was not clearly presented at checkout. It was embedded in drop-down menus or fine print, not proactively disclosed. I only learned about this after arriving at the excursion, despite having entered my personal details during booking. This is misleading and violates reasonable consumer expectations.
  No Equivalent Replacement or Refund Offered:
  Upon being denied participation in half of the tour (the horseback ride), no reasonable substitution or partial refund was offered. The alternative was subpar and not equivalent in value, and I was not allowed to cancel and be refunded on the spot.
  Emotional and Financial Impact:
  I experienced embarrassment, lost vacation time, and financial loss. I paid $350 for a dual-experience but received only a portion of it.
  Shared Brand Responsibility:
  While Sandals claims ************* is a separate company, it promotes Island Routes to its guests, uses the brand in its resort materials, and contributes to the perception that its part of the official Sandals experience. As such, Sandals should not be allowed to dismiss any responsibility.
  
  
  
  
  Requested Resolution:
  I am respectfully requesting a partial refund of $175 USD, representing 50% of the experience that I was denied through no fault of my own.
  
  
  Thank you for your continued attention to this matter.
  
  
  Sincerely,
  ******* *****
  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/14/2025

  Thank you for providing the guest's further correspondence. Kindly note that at the time of booking the guest is responsible for ensuring that they review all the information provided on the page regarding the tour. All information regarding the tour was provided on the same booking page. While Island Routes is a Tour Partner, we are unable to override their resolution after a full investigation was completed.

  Based on the forgoing we respectfully remain firm in our decision.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23302078
  
  I am rejecting this response because:
  The core issue remains unresolved: I was denied participation in the **************** tour due to a weight restriction (230 lbs) that was not clearly disclosed at the time of booking. Had this information been obvious or presented in a way that required my acknowledgment, I would not have booked the tour.
  
  
  I booked the experience directly through Island Routes while staying at a Sandals resort. At no point in the booking process was I alerted to any weight limit it was not highlighted, not part of the confirmation steps, and certainly not mentioned prominently. I only discovered this restriction upon arrival at the activity, where I was turned away.
  
  
  This resulted in lost time, money, and a ruined portion of my trip. Shifting the burden onto the guest after the fact, without clear disclosure, is not an acceptable standard of customer service. Im requesting a partial refund for the horseback portion of the excursion that I was not allowed to participate in due to this undisclosed restriction.
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We honeymooned at Sandals Negril and had an incredible experience. We were told during that stay that after 25 nights through Sandals Select Rewards, wed earn a free week. That promise motivated us to continue booking Sandals vacations and counting down our stays.Our second trip was disappointing. Our ****** was over an hour late, our luggage was lost for five hours, and my husbands suit and tie were never found. Our rooms privacy shutters were broken and never fixed, and a special dinner we requested was delivered cold. The butlers were late and inattentive.On our third trip, we both contracted COVID-19. A nurse visited, but we were confined to our room and sick for 14 days after leaving. While not Sandals fault, it added to the negative experiences.Still hopeful, we booked two more trips: one for us and one at Beaches with the kids. We were told our Beaches suite would include room service. That was false. When we tried to upgrade or pay the difference, we were told no changes were allowed.During our fourth trip, we asked about redeeming the free week. We were told that was never part of the program and it had always required 70 nights. A staff member was rude and dismissive, implying we were lying. But the offer was made to us directly by a Sandals *** during our first stay, and we booked based on that. If she was wrong, the mistake still had consequences. Her word should count.Resolution Requested:Were asking Sandals to honor that promise with:A free 7-night stay at a non-Jamaican Sandals location; or A 50% discount at a non-Jamaican resort; or If it must be in *******, a fully comped 7-night ******-level stay.Weve spent thousands believing in Sandals. Please make this right.

  Business Response

  Date: 05/06/2025

  Good day,
  
  Thank you for sharing our mutual clients concerns. We are happy to note that the guest had an incredible honeymoon experience at our Sandals Negril Property. We regret to note that challenges experienced during their previous stays and wish to extend our sincerest apologies. We always urge our guests to reach out to resort management while at the resort so as to assist with resolving any challenges that they encounter during their stay, as it is certainly never our intention to disappoint our guests.
  As it relates to the Free Week, please note that all our team are well informed as to when a guests receive their free week. This information is also available on the Sandals Select website for all guest who are a part of the loyalty program as well as those who wish to get more information before signing up. 
  Sandals Select Rewards Program & Member Benefits [SSG] and **********************************************
  The guest at 25 nights would have reached the ************* which offers a number of benefits which does not include a free week. Unfortunately we are unable to accede to the guest's request.
  
  
  
  Kind Regards,

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23291050
  
  I respectfully disagree and reject this response. One of your employees clearly gave us the wrong information over ****************************************************** whether that employee is still with the company, it doesnt excuse the impact it had. We trusted what we were told and made decisions based on that. Its not enough to say that everyone else is now properly trainedthis was still a representative of your company at the time, and the company should take responsibility for the misinformation that was given. Dismissing it with a simple oh well, they dont get anything is not only unfair, its incredibly disappointing.

  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/13/2025

  Good day,

   

  Thank you for your response and further clarity. As you have advised the information was provided to you over 10 years ago. Please note that policies,procedures, terms and conditions are subject to change and this is so with any company in the industry. As previously advised all updates to promotions as well as the rewards program are made readily available to all via our website. You also have the option to reach out to our Sandals select team via our 1888 number for information on all ongoing promotions.

  Respectfully we remain firm in our decision.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23291050
  
  I am rejecting this response because:

  Thank you for your response.
  
  I understand that policies and promotions can change over time; however, this isnt simply about evolving termsits about a verbal promise made by a Sandals staff member that directly influenced over a decade of loyalty, bookings, and thousands of dollars spent.
  
  We were told during our first stay that a free week would be awarded after 25 nights, and we planned our vacations around that milestone in good faith. If that information was incorrect, the responsibility lies with Sandals, not with the guest who trusted your team. A company of Sandals reputation should be willing to honor the spirit of what was promisedespecially when the misinformation originated from within.
  
  While I appreciate that updates are posted online, guests shouldnt be expected to monitor changing terms on the chance that a long-standing promise might quietly be revised. At the very least, prior commitments should be grandfathered in or met with a resolution that reflects fairness and respect for the customers trust.
  
  I ask that you reconsider the decision, not just as a matter of policy, but as a matter of principle and customer loyalty.

  Sincerely,
  ***** *****

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip to Sandals (Negril) from ***************** with Club 1 Hotels. I was sent back a confirmation (*****) that my reservation for ******************** Penthouse One Bedroom ****** Suite was confirmed & hotel had received payment. Club 1 Hotels went out of business this April. I am looking for a Sandals Hotel confirmation number for my upcoming trip as confirmation number I have from Club 1 hotels might not work. I did contact *********************************** verified my name was on file for booking.She said that she couldnt get me a hotel confirmation number.I didnt understand why that was so I said OK.If my name is listed as being booked I dont understand why you cant give me the hotel confirmation with ************ category so I can book my flights. Please contact me at your earliest convenience.Thank you,**** **********

  Business Response

  Date: 04/28/2025

  Good day,

   

  Thank you for sharing the guest's correspondence. Due to the guest booking through a their party, any transactions on the booking has to be done via their Travel agent. Please note that their Booking number is 16412412.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23255843
  
  I am rejecting this response because:

   I understand booking was done through a 3rd party (Club 1 Hotels) but they are no longer in *********** I stated before I have confirmation letter from Club 1 Hotels stating that hotel (Sandals Negril) has received payment & sent back to Club 1 Hotels ( see attached from last complaint) confirmation on my booking.All that I am asking is for Sandals Negril to give me their confirmation number for my room on their letter head so I can proceed with booking my flights .Thank you for your time in this matter,**** Gripentrog 
  
  Sincerely,
  **** **********
  **** **********

  Business Response

  Date: 04/28/2025

  Good day,

   

  Please note that the booking confirmation number was submitted in the previous correspondence.

   

   

   

   

  Kind Regards,

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23255843
  
  Thank you, so if I use that booking number then I will have the room I paid for?
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I stayed at Sandals Royal Bahamian from April 610, and unfortunately, our experience was disappointing due to several issues that disrupted what was meant to be a relaxing and memorable trip.On our first night, we discovered flooding under the carpet in our room (1220). We appreciated that an assistant manager responded promptly and relocated us to room 1114. However, we were informed this room might not be available for our entire stay and were promised a follow-up the next morning (4/7), which never happened.We checked in with Club Sandals and were told there were no updates and to proceed with our planned activities, including sailing. Not long after, while relaxing on the beach, we were unexpectedly called over the DJ's loudspeaker and told by the same assistant manager that we had 30 minutes to vacate our roomdespite being told earlier that everything was fine. This public interruption was confusing, embarrassing, and stressful, especially as we were with new friends. We missed our sailing excursion and had to scramble back to pack quickly, which took away meaningful time from our limited four-day stay.The assistant manager verbally promised us ****** Sandals reward points and an upgraded room (1410), which we did receive. However, despite multiple follow-ups through the **** app and several phone calls, the points were never issued. Additionally, no apology was offered for the mishandling or public embarrassment we experienced. As this was our very first Sandals trip, we left feeling let down, disrespected, and emotionally drained.While we did receive a late checkout, it hardly compensates for the disruption and missed moments. We respectfully ask that Sandals make this right by fulfilling the promised reward points. Otherwise, this will sadly be our first and last Sandals experience, and we will feel compelled to share our honest story with others. We truly hope someone will reach out to assist.

  Business Response

  Date: 04/23/2025

  Good day,

   

  Thank you for sharing the guest's feedback regarding their experience at Sandals Royal Bahamian along with the goodwill gesture which they are currently awaiting. Kindly allow us to liaise with the resort management team regarding their concerns and we will revert to the client directly via the incident which has since been created on their behalf.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal Sandals/******* vacationer for over 20yrs, with over 60nights of stay. On our trip booked for Beaches(part of the Sandals family) Negril in Aug 2024 we had to cancel our trip. We have always purchased TRIPMATE insurance and had it for each person (4 pple) in our party. I contacted Tripmate and I asked for the voucher that I was entitled to per the Sandals/******* policy- Section-1A You can cancel up to the day of the trip for any reason no questions asked and receive a voucher for a future trip. I received only conflicting information from the TripMate people, including that they did not know about that section and Demanded a reason. I filled completed all the paperwork, have sent it in more than one time. I have contacted representatives from Beaches/Sandals who have stated that without a doubt a voucher should be issued. Spoke to someone from Trip mate who was clearly unsure of the contract between Sandals and Tripmate and did not know what to tell me. I have waited since July 2024 with Trip mate stating they sent paperwork I did not receive, Sandals Loyalty stating they can not assist, Tripmate not having a physical person to assist and being out close to ***** for a trip we could not go on. We have 2 future trips to **************** booked and are prepared to cancel both if we do not have this settled in the next 3 weeks by May 7th 2025. The total of the trip is with the deduction of points and military discounts deducted, it does not include the flight. I am looking solely for reimbursement(voucher) of the trip and my points. Means of Booking: Direct through Sandals/Beach and resort The booking number for the trip is ******** Trip mate claim ID- ************************************** Status- *******

  Business Response

  Date: 04/16/2025

  Thank you for sharing the clients feedback regarding their experience with their Tripmate claim. We regret to note the challenges experienced with getting their claim resolved. We advise the client to reach out to our Tripmate representative with their claim number via *************. We have a dedicated team at ******** ready to assist Sandals and Beaches guests with their claim.
  
  
  Kind Regards,

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23212774
  
  I am rejecting this response because:

  I contacted the number provided below. I was told I did not have a cancelation number from Beaches to get that & call back. I did so. 
  When I spoke to someone from Loyalty they stated I had a cancelation number in July when I cancelled & the person dedicated to The Sandals/Beaches Line was incorrect. 
  I called TripMate back on the line being identified  spoke to another person, who stated I could appeal the decision since they did not appear to accurately understate my plan. 
  I attached all the documents including the information about Appendix A. I did not ever receive anything in the mail from trip mate & only found out via update on line as when I call even the dedicated line I am not provided any information or assistance. 
  I have been attempting to resolve this for 10months. I keep getting passed to someone else & then see a denial in our documents. Despite the plan allowing for cancellation not needing a reason & we cancelled prior to the actual trip. 
  I am looking only for a voucher towards a future trip & my points I used to be refunded back. 
  Thank you, 

   

  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 04/17/2025

  Good day,

   

  Thank you for the further information. Kindly note that reimbursement is issued based on the reason that the claim is filed under. The guest is required to submit a copy of the cancellation invoice along with original booking invoice when filing the claim. If a claim is denied tripmate would send an explanation in regards to the reason for the denial. We do not have any attachment regarding the denial of the claim or the claim number so that we may liaise with our accounting team for an update. We kindly advise the guest to provide their claim number so that we may look further into this on their behalf.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23212774
  
  I am rejecting this response because:
  In my first message I stated that under Appendix A Sandals and Beaches has a cancellation Policy to cancel for any reason and I requested to do so. However, I did give a reason, which was a family injury which prevented us from flying. I did provide medical documentation. I was not looking for money back just the voucher per Policy and Appendix A. 

  The policy is sold as cancel up to the day of the trip "NO QUESTIONS ASKED and get a FULL REFUND TOWARD A FUTURE TRIP"!!!! I have booked enough trips to know that is exactly how it is worked and marketed. I have purchased it for each of my trips. I have never had to us it. I have spent upwards of over ******* on vacation at Sandals and Beaches combined and this was our first trip toe Beaches Ochi a change from Turks and Cacios, I am simply asking for what I was told I was entitled to if anything ever happened that prevented us from making our vact/ation. 

  I was not sent a final denial in the mail ever I only found it by checking the status update on the file there is nothing to print out on there, there have been multiple inaccurate updates on my file, from stating they did not get paperwork which I provided multiple times, to not having the correct numbers which was also provided a number of times. 

  I provided the following information in my initial message and it is below again:

  The Tripmate number is : 7426964

  This email is to confirm that Booking Number ******** has been cancelled. Please make note of your cancellation number: 8879458.  From Beaches regarding the cancellation

  Sincerely,
  
  ******** ********

  Business Response

  Date: 04/23/2025

  Good day,
  
  Thank you for your patience whilst the guest's reservation was reviewed in detail.  After a thorough review we have noted that the guest never reached out to have their reservation cancelled. The reservation was cancelled due to no show, which meant that the guest did not check in. Unfortunately the travel protection will not cover the reservation if it was not cancelled prior to the arrival. At this time we are unable to issue a credit towards a future stay as the guest did not reach out after the no show to see what options would be available for them.
  We sincerely regret any disappointments thereof.

   

   

  Kind Regards,

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23212774
  
  I am rejecting this response because:

  When I contacted the dedicated line for Beaches/ Sandals about the trip I specifically asked the questions are there any other steps I need to take & does me contacting you the 888 Tripmate number take care of the cancellation & they stated yes. That I was all set. 
  That they would be in direct contact with Beaches & I only had to complete the paperwork which is what I did. 
  In the documents there is no clear guidance other than to call Tripmate which is exactly what I did. 
  If the order is to call Beaches / Sandals ***************************************************************** the outline on the 1st page as step 1 not Step 1 Call TripMate & TripMate has dedicate Sandals & Beaches staff to take care of all of it - which then is not accurate. If it was accurate the person would have told be I needed to also contact the Sandals/Beaches directly but they didnt they said they would reach out. 
  When I spoke to someone at ******* in September about this he stated that once  a claim gets triggered it is TripMate - Sandals/ Beaches staff who reaches out to make sure said trip is cancelled & retrieve the  cancellation number. That it would not be a guest member needing to do this. 
  He also stated the trip was accurately cancelled at the end of July 2024 & not due to a no- show. 
  That some how our account had 2 different document chains but in his end he could see it was started correctly & then closed. Then reopened & attempted to process incorrectly. 
  I went through each step I was told to go through & I followed each step correctly. 
  If the document if misleading then that is false advertising & switch bait. Which thats are consumer protection laws to protect us consumers against when business will not provide the service that they advertise & promise. 

  
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 04/23/2025

  Thank you for sharing the client's response. The ************** provider ******** does not have the right to or access to the clients reservation to make changes or cancel as they are a third party insurance provider. The trip was booked through Sandals and Beaches Resorts, therefore any adjustment or reservation cancellation has to be done through the reservations team, which the client has been in contact with to make updates to their booking. ******** will solely reach out to the accounting team to confirm payment and confirm the trip cancellation which in this case the booking was not cancelled by the guest prior to the arrival. As per the document attached by the client regarding the cancel for any reason waiver, it clearly states that the entire trip must be cancelled.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23212774
  
  I am rejecting this response because:

  Below is the direct wording from the Tripmate pamphlet that each person is provided and there is no wording that states to call Beaches or Sandals instead it states to call them directly.  

  Plan Documents

  The Cancel for Any Reason Waiver Program of this Part A Part A is provided by Unique Vacations.*******

  Plan Number: F389U
  Please review these Plan Documents as they provide complete
  details of the Plan Benefits and Services. Have questions? You can
  call us toll-free at the number listed below. You can also view many
  Frequently Asked Questions at ****************.
  Customer Service
  **************
  To Report A Claim
  Present all claims to the Program Administrator:
  Online at: **************************
  Plan Number: F389U
  ***************
  (In CA & UT, dba **************************)
  P.O. Box 527
  *******************
  Generali Global Assistance
  To assist You while traveling, Generali Global Assistance multi-lingual
  professionals are available 24 hours a day/365 days a year providing
  medical, legal and travel assistance services. A complete list of these
  services is included with this Plan.
  To Contact Generali Global Assistance During Your Trip:
  Toll-Free in the ** and ******
  **************
  Collect Outside the **
  **************
  **************************
  Plan Number: F389U
  The 24-************************ are provided by:
  Generali Global Assistance

   

  NOTICE: This Policy does not apply to the extent prohibited by any applicable law or regulation, including any United States, ************** or ************** economic
  or trade sanctions, prohibit us from providing insurance, and related services, including, but not limited to, the payment of any claims. Any expenses incurred or claims made
  involving travel or travel related services that are in violation of such sanctions, laws or regulations will not be covered under this Policy. Any coverage provided under this Policy
  in violation of any *************, ************** or ************** economic or trade sanctions, or other laws or regulations, shall be null and void.
  This Policy expressly excludes any insurance coverage, related services, or loss: (i) occurring in any fully embargoed or comprehensively sanctioned countries or territories
  (including but not limited to ****, *****, ***********, ******, or ****) or their territorial waters; (ii) incurred by persons or entities located or resident in any fully embargoed or
  comprehensively sanctioned countries or territories (including but not limited to ****, *****, ***********, ******, or ****); or (iii) resulting in, or involving activities that directly
  or indirectly involve or benefit the government, entities or residents of any fully embargoed or comprehensively sanctioned countries or territories (including but not limited to
  ****, *****, ***********, ******, or ****) except where (a) expressly permitted by applicable law or regulation and (b) we have confirmed coverage for the risk in writing.
  -1-

  
  Unique Vacations Cancellation Waiver
  When you purchase this travel protection plan at or before the final
  payment due date, you will also receive the Cancel For Any Reason
  Waiver benefit provided directly by Unique Vacations. This benefit allows
  you to cancel your Unique Vacations Travel Arrangements up to the day
  of departure for any reason. With this Unique Vacations Cancellation
  Waiver the cancellation penalty of the land portion of your reservations
  will be reimbursed in the form of a Unique Vacation travel certificate. Any
  additional amounts paid for the land portion of your reservation, above
  and beyond the amount of the cancellation penalty will be refunded in
  cash or credit card (based on original corresponding form of payment).
  Any benefit payable under this Cancellation Waiver will be reduced by
  the amount of any cancellation benefits paid or payable by the Unique
  Vacations Travel Protection Plan or any other insurance plan providing
  Trip Cancellation benefits.

  
  THIS CANCELLATION WAIVER CANNOT REIMBURSE AIR
  ARRANGEMENTS OR ANY OTHER SERVICES SUCH AS
  SIGHTSEEING, *** SERVICES, PRIVATE TRANSFERS OR OTHER
  INCIDENTAL CHARGES.
  Please Note:
  This travel protection plan may not be purchased after you have made
  final payment for your Trip.
  The purchase of the Travel Protection Plan is non-refundable after
  the free look period.
  This Cancellation Waiver is provided by Unique Vacations and is not an
  insurance benefit underwritten by *************************************
  To qualify under this Cancellation Waiver, you must cancel your entire
  Unique Vacations trip.
  Travel Certificates are subject to the following limitations:
  1. Travel Protection Plan Travel Certificate is NOT redeemable for cash.
  2. Valid toward the purchase of Unique Vacations travel arrangements
  up to the face value of this Travel Protection Plan Travel Certificate.
  3. The Travel Protection Plan Certificate is valid for redemption within one
  (1) year from the date of issue and travel must be completed no later
  than 18 months from date of issue. Unique Vacations, **** must receive
  travel Protection Plan Travel Certificate within one (1) year from date
  of issue and prior to travel to obtain credit.
  4. Normal deposit requirements will apply to confirm reservations. The
  original Travel Protection Plan Travel Certificate must be presented
  and additional balance due, if any, must be paid subject to payment
  policies of Unique Vacations, ****
  5. Travel Protection Plan Travel Certificate is not transferable and is valid
  only for the person identified in the Issued To block shown on the face
  of the Travel Certificate.
  6. The value shown on the face of the Travel Certificate should NOT be
  greater than the value of the new reservation. There are NO partial
  refunds in the form of cash or additional Travel Certificates for any
  unused portion of a Travel Certificate.
  7. Only the original Travel Protection Plan Travel Certificate document
  will be accepted; copies of the Travel Certificate will be considered
  null and void.
  8. Travel Certificates altered or sold will be considered void.
  9. In the event that you cancel a trip purchased with a Travel Certificate
  and have not purchased a new Travel Protection Plan for that trip,
  the original Travel Certificate will continue to be valid until the stated
  expiration date and may be used until the stated expiration date to make
  a trip purchase with Unique Vacations. In the event that you cancel a trip
  purchased with a Travel Certificate and have purchased a new Travel
  Protection Plan for that trip, a new Travel Certificate will be issued and
  will be valid for 12 months from the date of issue.
  10. If you cancel a future trip purchased in whole or in part with this Travel
  Plan Travel Certificate and you have purchased the Travel Protection
  Plan for that trip, the amount of this Travel Protection Travel Certificate
  will not be included in the calculation of any benefit payable under the
  Trip Cancellation or Interruption provisions of the Unique Vacations
  Travel Protection Plan.
  11. Travel Protection Plan Travel Certificates are issued in amounts equal
  to the cancellation penalties for the resort portion of the vacation. Option
  services such as sightseeing, spa services, airline tickets and private
  transfers are not calculated in the value of the Travel Certificate.
  Redemption Instructions For Travel Certificates
  1. Contact your professional travel agent or Unique Vacations at
  1-800-Sandals or 1-800-Beaches.
  2. Advise the agent that you will be redeeming a Travel Protection Plan
  Travel Certificate and provide the number from the front of the Certificate.
  3. Make your reservation and complete payment as required by Unique
  Vacations standard payment policies.
  4. Send the original Travel Protection Plan Travel Certificate toUnique
  Vacations ****, Accounting, at **********************************,
  along with a copy of your invoice.
  5. Following validation of the Travel Protection Plan Travel Certificate,
  the Travel Certificate will be applied to your reservation.

  Part ********************** Benefits of this Part B are provided by *************************************

  If You incur one or more losses from the same covered Unforeseen reason for which amounts are payable under more than one of the following benefits,
  the maximum amount payable under all benefits combined will not collectively exceed the largest Maximum Benefit Amount shown in the Schedule of
  Benefits for any one of the following applicable benefits: Trip Cancellation, Single Supplement, Trip Interruption, Additional Trip Interruption, Missed
  Connection, Trip Delay, Accident & Sickness Medical Expense, Medical Evacuation and Repatriation of Remains, Additional Medical Evacuation, 24
  Hour Accidental Death & Dismemberment, Baggage and Personal Effects and Baggage Delay. We indemnify all covered losses arising from the same
  covered Unforeseen reason at the amount of the largest applicable Maximum Benefit Amount.
  Benefit(s) Maximum Benefit Amount
  Trip Cancellation
  Single Supplement
  up to 100% of the non-refundable insured Trip Cost
  Included
  Trip Interruption
  Single Supplement
  up to 100% of the non-refundable insured Trip Cost
  Included
  Additional Trip Interruption
  Traveling Companion Hospitalization
  Included under the Trip Interruption Benefit Maximum
  up to $150 **************** to 5 Days
  Missed Connection $750
  Trip Delay up to $150 Per Day, to Maximum of $750
  Accident & Sickness Medical Expense
  Dental Expense Sublimit
  $25,000
  $750
  Medical Evacuation and Repatriation of Remains
  Additional Medical Evacuation:
  Transportation of Children/Child
  Bedside Visit Transportation to Join You
  $50,000
  Included
  Included
  Included
  24 Hour Accidental Death and Dismemberment $25,000
  Baggage and Personal Effects
  Passport, **** or Other Travel Documents Replacement
  Credit Card Charges and Interest
  Per Article Limit
  Items Subject to Special Limitations
  $2,500
  $100
  $50
  up to $300
  $600 Maximum Combined
  Baggage Delay up to $250
  up to $50 to expedite the Return

  SECTION IV. COVERAGES
  TRIP CANCELLATION
  If You cancel Your Trip prior to the Scheduled Departure Date, We will
  reimburse You, up to the Maximum Benefit Amount shown in the Schedule
  of Benefits, for unused, forfeited, prepaid non-refundable Payments or
  Deposits for the Travel Arrangements You purchased for Your Trip, provided
  the cancellation occurs while coverage is in effect for You and is due to any
  of the following covered Unforeseen reasons, as defined:*********
  1. Your, a Family Members, a Traveling Companions or Business Partners,
  death that occurs before departure on Your Trip; or
  2. Your, a Family Members, a Traveling Companions or Business Partners,
  Sickness or Injury, that:
  a. occurs before departure on Your Trip;
  b. is examined and treated by a Physician prior to cancellation unless
  it is not reasonably possible to do so; and
  c. as certified by a Physician, results in medical restrictions so
  disabling as to cause You to cancel Your Trip.
  3. Sickness, Injury or death of Your Child Caregiver, which results in
  medically imposed restrictions as certified by a Physician at the time
  of loss preventing You from participating in the Trip. A Physician must
  advise the Child Caregiver is unable to provide basic childcare services
  while You are on Your Trip on or before the Scheduled Departure Date;
  4. You or Your Traveling Companion must cancel Your Trip due to Other
  Covered Events as defined, provided such circumstances occur while
  coverage is in effect:
  Other Covered Events means:
  1. You or Your Traveling Companion have Complications of Pregnancy,
  which is verified by medical records and occurs after the Effective Date
  of coverage;
  2. You or Your Traveling Companion are suffering a Mental, Nervous or
  Psychological condition or disorders which require Hospitalization or
  Partial Hospitalization. Hospitalization or Partial Hospitalization must
  be for at least 5 or more days before Your Scheduled Trip. A Physician
  must certify the condition as preventing You or Your Traveling
  Companion from going on the Trip.
  The Hospitalization requirement does not apply to dementia when
  death results;
  3. You or Your Traveling Companion are directly involved in a traffic
  accident, while en route to Your Scheduled Trip Departure City or
  Scheduled Destination. The traffic accident must be documented by
  a police report;

  . mechanical breakdown/equipment failure of a Common Carrier on
  which You are scheduled to travel that causes a cancellation or delay
  of Your travel for at least 12 consecutive hours provided no alternative
  travel arrangements were available;
  5. mandated shutdown by local government authorities of an airport or
  air traffic control system resulting in the complete cessation of services
  other than terrorism or act of war of Your Air Common Carrier;
  6. an unannounced Strike results in a complete cessation of services
  for at least 12 consecutive hours of a Common Carrier on which
  You are scheduled to travel which prevents You from reaching Your
  Scheduled Destination;
  7. Inclement Weather that causes a complete cessation of services
  for at least 12 consecutive hours of a Common Carrier on which
  You are scheduled to travel which prevents You from reaching Your
  Scheduled Destination;
  8. Your or Your Traveling Companions Primary Residence or Scheduled
  Destination are made Uninhabitable and remain Uninhabitable during
  Your Trip by a Natural Disaster or burglary;
  Claims are not payable if a hurricane is foreseeable prior to Your
  Effective Date for Trip Cancellation. A hurricane is foreseeable on

   

   

  
  the date it becomes a named storm. We will only pay the benefits for
  losses occurring within 30 days after the event renders Your Scheduled
  Destination Uninhabitable;
  9. You or Your Traveling Companion are hijacked or Quarantined;
  10. You or Your Traveling Companion are served with a court order,
  required to serve on a jury or required to appear as a witness in a legal
  action, provided You or Your Traveling Companion are not: 1) a party
  to the legal action; except 2) appearing in a law enforcement capacity;
  11. You or Your Traveling Companion are called to active military duty or
  emergency service either to serve or to provide aid or relief in the event
  of a Natural Disaster, a Civil Disorder or Terrorist Incident other than war;
  12. Your previously granted military leave is revoked or reassigned for reasons
  due to war or an act of war. Official written revocation/re-assignment by a
  supervisor or commanding officer of the appropriate branch of service
  will be required. The military leave for the dates of travel must have
  been approved prior to the Effective Date of Trip Cancellation coverage
  and the leave revoked or reassigned after the Effective Date of Trip
  Cancellation coverage;
  13. a Terrorist Incident occurs before Your Trip within 30 days of Your
  Scheduled Departure Date in a city listed on the scheduled itinerary
  of Your Trip;
  Provided Your Travel Supplier (if applicable) did not offer a substitute
  itinerary. Losses resulting from a cancellation due to a potential
  Terrorist Incident are not covered, even if the cancellation is due to the
  issuance of travel advisories, bulletins or alerts

  14. a documented theft of Your passports or visas specifically required for

   our Trip. A police report must substantiate the theft;

   15. You have a transfer of employment within the same organization of 250

  or more miles which requires Your Primary Residence to be relocated.
  Notification of the transfer must occur after the Effective Date of Your
  Trip Cancellation Coverage;
  16. You or Your Traveling Companion are involuntarily terminated or laid
  off from Your or their employment. The termination notice must occur
  at least 30 days after Your Trip Cancellation Effective Date. You or
  Your Traveling Companion must have been an active employee with
  the same employer for at least 1 continuous year;
  17. Your or Your Traveling Companions place of employment is deemed
  to be unsuitable for business due to burglary, vandalism or a Natural
  Disaster and You or Your Traveling Companion are directly involved
  as a member or as an employee of the disaster recovery team who is
  responsible for policy and decision making and are required to work
  as a result.
  The maximum payable under this Trip Cancellation Benefit is the lesser
  of the total amount of coverage You purchased or the Maximum Benefit
  Amount shown in the Schedule of Benefits.

  These benefit(s) will not duplicate any other benefits payable under the plan
  or any coverage(s) attached to the plan.
  ECTION VI. EXCLUSIONS AND LIMITATIONS
  Unless otherwise shown below, these exclusions apply to You, Your Traveling
  Companion, Family Member scheduled and booked to travel with You.
  The following exclusion(s) appl(y)(ies) to the Trip Cancellation and Trip
  Interruption and Medical Expense.
  We will not pay for any loss or expense caused due to, arising or resulting from:
  1. a Pre-Existing Medical Condition, as defined in the plan.
  Death resulting from a Pre-Existing Medical Condition will not be excluded.
  Death must occur prior to the termination date of the benefit under which
  the claim is being made.
  The following exclusions apply to the Medical and Dental Expense benefits.
  We will not pay for any loss or expense caused due to, arising or resulting from:
  1. routine physical examinations or routine dental care;
  2. traveling for the purpose or intent of securing medical treatment or advice;
  3. any Trip taken against the advice of a Physician and any losses
  occurred during such Trip;
  4. Elective Treatment and Procedures;
  5. care or treatment which is not Medically Necessary, except for related
  reconstructive surgery resulting from trauma, infection or disease that
  first manifests or occurred during Your Trip;
  6. any medical service provided by You, a Family Member, or
  Traveling Companion;
  7. any treatment or medication which, at the time of Your Scheduled
  Departure Date, is required to be continued during Your Trip8. Alcohol or substance abuse or treatment for the same including
  admittance to a rehab facility;
  9. Normal pregnancy (except Complications of Pregnancy) or childbirth,
  except as specifically covered under Trip Cancellation or Trip
  Interruption or elective abortion;
  10. a Mental, Nervous or Psychological Condition or Disorder unless
  Hospitalized or Partially Hospitalized while the plan is in effect.
  Hospitalized or Partially Hospitalized requirement does not apply to
  dementia when death results;
  11. any loss that results from an illness, disease or other condition, event or
  circumstance that occurs at a time when the plan is not in effect for You;
  12. Your participation in Adventure or Extreme Activities, riding or driving
  in races, or participation in speed or endurance competition or events,
  except as a spectator;
  13. diving if You are not certified to dive and a dive master is not present
  during the dive;
  14. Your participation in an organized athletic or sporting competition,
  contest, or stunt under contract in exchange for an agreed-upon
  salary or compensation. This does not include athletes participating in
  exchange for a scholarship or tuition.
  In addition to any applicable benefit-specific exclusion, the following
  general exclusions apply to all losses and all benefits.
  We will not pay for any loss or expense caused due to, arising or resulting from:
  1. suicide, attempted suicide or any intentionally self-inflicted injury of
  You, a Traveling Companion, Family Member or Business Partner
  booked and scheduled to travel with You, while sane or insane;
  2. being under the influence of drugs, marijuana or narcotics, unless
  administered upon the advice of a Physician as prescribed;
  3. activities, losses, or claims involving or resulting from possession,
  production, processing, sale, or use of marijuana, illegal drugs, alcohol
  or substances are excluded from coverage;
  4. war or act of war, including invasion, acts of foreign enemies, hostilities
  between nations (whether declared or undeclared), or civil war, except
  as the plan specifically provides otherwise;
  5. the commission of or attempt to commit a felony or being engaged in an
  illegal occupation by You, a Traveling Companion, Family Member, or
  Business Partner. The sole exception to this exclusion is for situations
  where a Family Member commits, or attempts to commit, an act of
  violence against another Family Member. In such cases, the Family
  Member who is the victim, or the intended victim, of the act of violence
  is still eligible to have his or her loss or losses covered under the plan;
  6. piloting or learning to pilot or acting as a member of the crew of any aircraft;
  7. a loss or damage caused by detention, confiscation or destruction
  by customs;
  8. Bankruptcy or Default or failure to supply services by a Travel Supplier.
  MEDICALLY FIT TO TRAVEL EXCLUSION:
  We will not pay any expense as a result of You having been advised in
  writing that You,Your Traveling Companion or Family Member scheduled
  and booked to travel with You are not Medically Fit to Travel at the time of
  purchase of coverage for a Trip, as defined in the plan.
  If coverage for a Trip is purchased and it is later determined that You,Your
  Traveling Companion or Family Member scheduled and booked to travel
  with You were not Medically Fit to Travel at the time of purchase of coverage
  for Your Trip, as defined in the plan, the coverage is void and plan cost paid
  will be returned.
  PRE-EXISTING MEDICAL CONDITION EXCLUSION WAIVER
  We will waive the Pre-Existing Medical Condition exclusion if all of the
  following conditions are met:
  a. Your plan cost for this plan is received within the Time Sensitive
  Period; and
  b. You are medically able and not disabled from travel at the time Your plan cost is paid based on assessment of a Physician.

  SECTION IX. HOW TO FILE A CLAIM
  Notice of Claim: Notice of claim must be reported to Us or Our authorized
  representative within 20 days after a loss occurs or as soon as is reasonably
  possible. You or someone on Your behalf may give the notice. The notice
  should be given to Us or Our authorized representative and should include
  sufficient information to identify You.
  Claim Forms: When notice of claim is received by Us or Our authorized
  representative, **************. (In CA & UT, dba Trip Mate Insurance
  Agency) forms for filing proof of loss will be furnished. If these forms are
  not sent within 15 days, the proof of loss requirements can be met by You
  sending Us a written statement of what happened. This statement must be
  received within the time given for filing Proof of Loss.
  Obtain claim forms from the **************. (In CA & UT, dba ****************************** or at ********************** which will provide all the
  details for filing Your claim appropriately. Please read the instructions
  carefully. The instructions will direct You toward filing all the correct,
  necessary documentation and following the appropriate procedures in
  order to have Your claim settled as quickly as possible.
  Proof of Loss: Proof of loss must be provided within 90 days after the date
  of the loss or as soon as is reasonably possible. Failure to furnish such proof
  within provided period will not invalidate nor reduce any claim if it shall be
  shown not to have been reasonably possible to furnish such proof during
  that time. Proof of Loss must, however, be furnished no later than 12 months
  from the time it is otherwise required, except in the absence of legal capacity.
  All claims require You to provide **************. (In CA & UT, dba Trip
  *********************) with the following: a Trip invoice, itinerary or
  confirmation showing details of Your Trip (dates of travel, destination, etc.);
  and any other information reasonably required to prove the loss.

  Where to Report a Claim:
  ***************
  (In CA & UT, dba **************************)
  1. Online: **********************
  2. Mail: P.O. ****************************
  3. Telephone: **************
  4. *************** (In CA & UT, dba **************************)
  accepts electronic copies of claim submissions, except as expressly
  stated elsewhere. However, *************** (In CA & UT, dba Trip
  *********************) may, at its discretion, require original
  documentation to be sent.
  Payment of Claims: Benefits for loss of life will be paid to Your designated
  beneficiary. If a beneficiary is not otherwise designated by You, benefits for loss
  of life will be paid to the first of the following surviving preference beneficiaries:
  1. Your spouse;
  2. Your child or children jointly;
  3. Your parents jointly if both are living or the surviving parent if only
  one survives;
  4. Your brothers and sisters jointly; or
  5. ************
  All other benefits will be paid directly to You, unless otherwise directed. Any
  accrued benefits unpaid at Your death will be paid to ************ If You have
  assigned Your benefits, we will honor the assignment if a signed copy has
  been filed with us. We are not responsible for the validity of any assignment.
  All or a portion of all benefits provided by the plan may, at Our option, be
  paid directly to the provider of the service(s) to You. All benefits not paid to
  the provider will be paid to You.
  If any benefit is payable to: (a) an Insured who is a minor or otherwise not
  able to give a valid release; or (b) ************ We may pay any amount due
  under the plan to Your beneficiary or any relative whom We find entitled to
  the payment. Any payment made in good faith shall fully discharge Us to
  any party to the extent of such payment.

  Disagreement Over Size of Loss: If there is a disagreement about the
  amount of the loss, either You or Us can make a written demand for an
  appraisal. After the demand, You and Us each select their own competent
  appraiser. After examining the facts, each of the two appraisers will give
  an opinion on the amount of the loss. If they do not agree, they will select
  an arbitrator. Any figure agreed to by 2 of the 3 (the appraisers and the
  arbitrator) will be binding. The appraiser selected by You is paid by You. We
  will pay the appraiser if We choose. You will share with Us the cost for the
  arbitrator and the appraisal process
  

  This is the entire outline provided and it clearly does not state to contact Beaches and Sandals( Unique Travel again as they are the provider of the policy). In fact it gives detailed steps but that is not one of them. 

  Then in the email attached to confirmation with TripMate from Unique Vacations states this (with every email) 
  *On the due date, the credit card on file will be charged for remaining balance.
  
  *** Tripmate Travel Protection Plan payments includes 1) Part A ************* Cancel for any reason waiver 2) **************** Benefits and 3) a fee for non-insurance assistance services. For complete details on the Travel Protection Plan, please go to *************************************** view/print the certificate/policy.

  No where in the email or confirmation is there a step that says to contact them first or an ability to contact them. 

  I am attaching an email that I received from ****** customer services today that states this:Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next 27 days. Thank you for allowing us to be of service to you. ( i did not contact this automated chat )

  
  
  Subject : TripMate Inquiry
  
  
  
  Response By Email (Mertricia ******) (04/23/2025 03:40 PM)
  Good day,
  
  Thank you for bringing your concerns regarding your claim to our attention. We have liaised with ******** who will review the claim and reach out to you regarding your travel certificate. We appreciate your patience whilst the review and processing is underway

  
  It appears that from the Sandals and Beaches team they would like this resolved and TRIPMATE is responding as a SANDALS/Beaches employee with inaccurate information. 
  
  
  Kind Regards,
  
  **********************
  Customer Support 
  ********************** | *****************************************
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I obtained a 2 day travel voucher for my Grenada visit during which ***** occurred. I also obtained a separate 3 day voucher for another incident that happened to me during the same trip. I already had two trips booked for the summer of 2025 and these vouchers required 2 new separate bookings. Fast forward to this summer, I had to cancel one of these 2 new trips because I could not take that many trips in one calendar year. I requested to combine the vouchers and extend my return trip to ******* this summer and was told no. I ended up canceling the trip that I used the two day voucher on (because I cannot do 3 trips in one year). I asked to have the voucher extended through the summer of 2026 and was told no. I have since requested to have this applied to my Antigua trip that is this month, my Grenada trip in July, or to my trip in 2026. I was told I could dispute the decision. I have sent THREE follow up emails on this and customer service is now ignoring me. This is voucher SLS - GOOD//13122118 [Incident: 250328-000109]. I am attempting one final time before taking further action to either 1. Have this voucher extended through 7/31/2026, 2. Have this voucher applied to my Antigua trip which is occurring 4/12/2025 (I would need a credit), or 3. Have this voucher applied to my ******* trip which is occurring July 2025.

  Business Response

  Date: 04/09/2025

  Good day,

   

  Thank you for sharing the guests concern regarding their voucher. Kindly note that the Complimentary Voucher was applied to one of the guest's upcoming stay to Sandals Royal Curacao. As it relates to their Credit Voucher, an extension has been granted with the voucher now being valid until July 31st, 2026. Travel must be completed by this date as no further extensions can be granted.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:04/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unsanitary conditions, health hazards (including presumably a biohazard), concerns not addressed and/or not followed up with or rectified, attempts to reach management unsuccessful and, in one instance, blocked. Services not as advertised.

  Business Response

  Date: 04/07/2025

  Good day,

  
  Thank you for sharing the guests feedback regarding their experience at Sandals Royal Bahamian. We regret to note that their stay was not as anticipated. We have liaised with the Resort Management team in order to review their records of their stay and unfortunately we were unable to locate any logs which would have indicated that the guest reach out to the resort staff regarding their experience. We always recommend that the guests reach out to the onsite team if they encounter any issues with their stay so as to ensure that this is resolved prior to departure. In this case the guest did not allow for an opportunity to have their concerns resolved. Since they have checked out and in order for us to better resolve their concerns, we kindly ask that they send detailed information regarding their experience to ******************************************* Once received the details will be reviewed and we will work directly with the guest to reach an amicable resolve.

   

   

  Kind Regards,

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23168351
  
  I am rejecting this response because:
  Multiple times I had been down the concierge office regarding multiple issues, for instance, for our telephone not working; the telephone didnt work for over 24 hours and the second day I went to the concierge, she stated that engineering said they never received a call about it. Concierge were the ones to put the call into engineering, since our phone didnt work.

  Secondly, there was dried blood in our bathroom countertop upon arrival. Also, multiple times I asked concierge to address this health hazard, where we were told it will be taken care of right away. This never occurred during our stay; the second time I saw concierge about it, she asked if the countertop had been cleaned, whereas I answered that no, it hadnt, and she said that again, someone would take care of it right away. When we checked out of the hotel, the countertop was exactly how it was when we arrived, disgustingly dirty with dried blood on the countertop, sink backsplash, and wall, all of which were told to the concierge.

  I spoke with concierge about the wand for the blinds that had fallen off. That remained broken for 24 hours, as well. That was eventually fixed.

  Upon check in, our sink wouldnt drain. engineering did fix that in day one.

  Our room refrigerator wasnt stocked for multiple days, despite yet again asking concierge and housekeeping multiple times. We didnt even have water in our room for two days, despite the website stating that refrigerators are stocked daily.

  our coffee pot didnt work and housekeeping had to switch it out. The housekeeper spilled coffee all over the floor, dripping it out of the door, and didnt clean it up for days, despite our room being serviced almost every day during our trip.

  Each time I went to concierge, they took notes in a note book with my requests and room number. In fact, I went down to speak with them so often that toward the end of our stay, they knew my room number before asking for it. To claim that I never gave Sandals an opportunity to address these each issues is outright false. I spent too much time in my vacation in the concierge office and waiting for things for our room.
  

  Im not sure what the laws are in the ******* regarding shared alcohol bottles in a room, but all of the liquor bottles in our room bar had pour spots on them upon arrival, which were easily removable. Any person could tamper with these bottles and that is not safe, or hygienic  

  I have plenty of other issues with this resort, should Sandals wish to hear about them.

  Sincerely,
  
  ********* *****

  Business Response

  Date: 04/14/2025

  Good day,

   

  Thank you for sharing the detailed feedback regarding the guest's stay at Sandals Royal Bahamian. We regret to note the challenges experienced with their stay and wish to extend our sincerest apologies. An investigation is currently underway and we kindly ask for the guest's patience whilst this is done so that we may reach an amicable resolve. An incident has been opened with our customer support team under incident number 250414-000072. Our team will reach out to the guest directly with a resolution.

   

   

  Kind Regards,

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23168351
  
  I am rejecting this response because:

  the concerns have not been addressed. I will patiently wait for a formal response from sandals, but until that has been received, this complaint is unresolved, as no action has been taken.

  Sincerely,
  
  ********* *****

  Business Response

  Date: 04/28/2025

  Good day,

  Thank you for sharing the guests further correspondence. We have noted that the Resort Management team has been in correspondence with the guest regarding the concerns. We have noted that the guest has been offered ****** Sandals Select points equivalent to US$750 which can be used as a discount towards a future stay. The guest has since declined the goodwill gesture offered. Based on the investigations done by the resort they deem that the offer of ****** points is in fact fair and the guests concerns were adequately addressed.

  Based on the foregoing we remain firm in our decision. 

   

   

  Kind Regards,

  Customer Answer

  Date: 05/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that there was an offer made by the resort, which we do not accept.
  
  Sincerely,
  
  ********* *****