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:01/06/2023

  Type:Sales and Advertising 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.

   
  Complaint: 18698815
  
  I am rejecting this response because:
  
  the process to make a claim was not explained clearly. I was led to believe cancelation was easy and not as involved as having a death certificate _ which we have - and sandals makes it appear that the service is with them and its not. 
  

  deceptive practice with false advertising. 
  

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

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18698815
  
  I am rejecting this response because:
  
  I have not received a refund and as previously stated.  Sandals misrepresented the insurance for this trip.  
  

  in fact I had attempted to cancel in December due to other reasons when sandals had offered to refund, minus the insurance premium.  
  

  sandals has been deceptive in their practices and are requiring a death certificate to refund, that was not explained.  
  

  we have the death certificate and are in the middle of attending the visitation and funeral today. 
  

  Sandals misrepresentation and deception practices are predatory. 
  

  This complaint will remain open until I receive a refund. 

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

  Business Response

  Date: 01/16/2023

  Good Day,
  
  Thank you for sharing ***************** feedback regarding his concerns with the travel protection plan which he advised was purchased on his reservation. Kindly provide the booking number so that we may investigate and respond accordingly.

  Business Response

  Date: 01/18/2023

  Good day,

   

  Thank you for sharing *************** feedback regarding his concerns with the travel protection plan which was purchased on his reservation. We have noted that *************** reservation which included the travel protection was booked on our website. Kindly note our cancellation policy was provided to guests via their invoice since they booked online. *************** did reach out to our reservations team to service his booking however at no point did he inquire further about the cancellation policy or the travel protect plan purchased on the reservation.
  On January 6th *************** called to inquire about cancelling his reservation due to the passing of a friends mom. At that time the agent would have proceeded to advise him on the cancellation policy which is procedure once a guest is requesting to cancel. He was also informed of the procedure for filing a claim since at that time his reservation was nonrefundable and had the travel protection plan.
  All claims filed are reviewed by the travel protection company TripMate and all updates are provided to the clients directly by the company.
  *************** reservation was not canceled and as such a claim was not filed. We do regret any disappointments experienced by the client as a result of this process and hope that this does not deter him form visiting with us in future.

   

   

  Kind Regards,

• Initial Complaint

  Date:12/23/2022

  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.

   
  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,
  
  *************************

  Business Response

  Date: 01/16/2023

  Good Day,
  
  Thank you for sharing *************** concerns with us as it relates to a refund on his cancelled reservation. We sincerely regret the delay in ************* receiving his refund, which is due to system issues which were experiencing during the month of December.
  Our accounting team has advised that due to a chargeback which was filed with the clients financial institution they are unable to proceed with processing any refund on this reservation.
  The financial institution currently has the funds and once their investigation has been completed, they will advise the client on the status of their dispute.

   

   

   

  Kind Regards,

• Initial Complaint

  Date:12/14/2022

  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.

  On 11/26/21 I purchased a stay at Sandals Royal Bahamian which included Travel Protection Plan with Trip Mate. We were booked at Sandals Royal Bahamian from 9/17/22-9/24/22 but our trip was cut short due to an injury I had on property on 9/21/22. Before leaving the resort GM ******************************* gave me with a letter to give to Trip Mate requesting refund of 2 unused but paid for nights. On 9/22/22 I contacted Trip Mate to file a claim, however, they required Sandals report from **************** who treated me for my injury, and the incident report taken by the property official. On 9/23/22 I emailed ******************************* requesting a copy of both reports and ****** replied that I would receive them. On 9/27/22 I emailed ****** again asking for the report needed for my claim. On 9/29/22 I emailed *************************** VP of PR for Sandals stating, "Since Sandals is not willing to provide me with this documentation I need to timely file a trip insurance claim, I request that Sandals handle this directly. Per ******* letter, and per the information I received from the front desk, we should get either 2 nights credit for a future stay at a Sandals resort, or a refund of $800 for the 2 unused nights that we paid for but were unable to use." On 9/30/22 ****** emailed a report for a different guest and I immediately notified ****** of the error. On 10/5/22 I emailed *************** asking what was causing the delay to which ****** replied they were trying to locate the reports. On 12/7/22 Trip Mate denied my claim stating that Sandals did not send the reports requested so I emailed ****** stating, "If Sandals is unable or unwilling to provide me with my medical report required to process my insurance claim for 2 unused nights then Sandals should directly provide me with a credit for 2 nights for a future stay at a Sandals property or refund the $800 we paid for the unused nights." On 12/8/22 the reply stated, "I Shall Advise on what we have locally asap". I haven't heard back.

• Initial Complaint

  Date:12/11/2022

  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.

  10/4/22 I traveled to Sandals Royal ********* Resort. The Sandals promise was no where in sight. Room was not what I booked. No premium drinks. No beer. Restaurants were hard to reserve. Resort was over booked. Complained the first day and nothing was done. I didn't want to ruin my wife's birthday and our 30 year anniversary so we made the best of it. We didnt receive what was promised on the website. Please refer to incident: 221006-000121.Sandals gave no customer satisfaction.They dont care about the guest Satisfaction and the Sandals guarantee is not being honored. Thanks,*****************

  Business Response

  Date: 12/12/2022

  Good day and thank you for allowing us time to review ****************** feedback, along with our records. We truly regret to learn of any disappointment during their recent stay with us, as we always aim to deliver a seamless and enjoyable vacation.
  
  Upon our review, we do see that the guest booked ************ ************************ Level Suite (PJS). We have reached out to our resort team and have confirmed that this was the room category that the guest stayed in.
  
  It is also quite surprising to read their concern regarding premium liquor and beers. We offer a variety of premium brands at all of our resorts. Our bars are also stocked with local beers and some imported beers like Heineken and Guinness.
  
  There are times of high occupancy where restaurant reservations may be more difficult to arrange. We sincerely apologize if this posed an inconvenience in their stay, as it is never our intention to minimize on the experience of our guests.
  
  We do see that the guests reached out to our customer support team and received a response from Resort Management. One (1) credit night was extended to the guests as a goodwill gesture. We regret if they remain dissatisfied with our efforts to come to an amicable resolution and do hope for an opportunity to regain their confidence in our brand in the future.

  Regards,

• Initial Complaint

  Date:12/08/2022

  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.

   
  Complaint: 18542507
  
  I am rejecting this response because:You have not addressed the concerns at all. One of the couples in our party arrived several days before us. They spent several hours visiting each of the restaurants on the property to make dinner reservations for our group of 14 people. The fact that they did that and we were still made to wait more than 45 minutes to be seated is unacceptable. You also did not address the fact that I observed one of your line cooks actually take food from several other plates to make another dish! Ive never seen or heard of that in all my travels.

  you also neglected to address the fact that on the third day another member of our party wasted three hours of her very expensive vacation with one of your restaurant managers to again make sure we had no surprises at dinner. We didnt pay all that money to waste time trying to organize our meals. Thats your job.

  Given all of that the fact that you havent made any offer to compensate us for any of this is absolutely disgraceful. 
  what a rip off
  
  Sincerely,
  
  ************************

  The other issue was the poor attitude of the majority of the staff. There was a fair amount of attitude given by some of our servers and were were made to feel as though we were being very difficult.

  Business Response

  Date: 12/12/2022

  Good day and thank you for allowing us time to review ************************ feedback, along with our records. It is very disheartening to learn of the disappointments expressed, as it is certainly not indicative of our operations and what is usually achieved. We do see that ******************** reached out to our Customer Support team regarding their concerns and was responded to by the General Manager. We do however regret any dissatisfaction with the response received.
  
  We certainly understand that having numerous quick and accessible options is one of the most important parts of any vacation experience. We deeply regret any delay experienced at any of the restaurants and wish to assure that we do our best to be as efficient as possible even in busy periods, while maintaining the quality of each dish prepared. It is also alarming to read the comments about the restaurants running out of several dishes during each meal, as this is certainly not reflective of the norm, nor have we receive any similar complaints. We wish this concern was shared with our Management team on property, as we are dedicated to our guests satisfaction and will correct any challenges they may encounter.
  
  We also regret any disappointment with the liquor options stocked in their room. We carry a variety of premium brand liquors, and should a guest desire a specific brand in their room, our team would be more than willing to facilitate this request, based on availability. 
  
  We will also like to advise that check-in at all our resorts is at 3pm. Our guests are welcomed to utilize the amenities until their room is ready, should they arrive before such time. 
  
  It is always our goal to ensure every guest that come through our doors, return home with the very best memories. We are truly saddened that the feedback received was not in line with this goal and do hope for an opportunity to regain their confidence in our brand and surpass their expectations.

  Regards,

  Business Response

  Date: 01/13/2023

  Good Day,

   

  We regret to note that ******************** is dissatisfied with our response. It certainly was never our intention to disregard their concerns, neither did we intend to make them feel as though they have been pawned off in any way.
  
  Having thoroughly reviewed their correspondence, unfortunately, we feel there is very little we are able to add to our previous communication. We would assure you that it is never our intention to disappoint our guest's expectations.
  
  We take great pride in providing our guests with the very best service and a comfortable environment to enjoy which leaves us very disappointed to note that their experience was not more reflective of this goal.
  
  In spite of our good intentions unexpected events may occur, which can cause a delay in service. Again, we extend our sincerest apologies for any inconveniences that this may have caused.
  

  We will reach out to ******************** directly whereby we will extend an offer of ****** Sandals Select points which is equivalent to US$375 to their loyalty and rewards account.
  
  We are truly appreciative of their invaluable support of our resorts and remain optimistic that they have not lost complete faith in our brand and the good that we represent.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18542507
  
  I am rejecting this response because:

  I responded to the people at Sandals and rejected this as an option because as I stated I will have absolutely o use for loyalty points because I will never visit another one of their properties again. These points are meaningless and I responded that in lieu of points that I would accept a check in the amount of $500 USD to settle this matter altogether.

  They responded that they would not be able to do this but they raised their offer to ****** points which I have no use for 
  
  Sincerely,
  
  ************************

  Business Response

  Date: 01/20/2023

  Good day and thank you for sharing ************************ further correspondence. We wish to once again express our sincerest regret for any aspects of their stay that *** have fallen short of their expectations.
  
  As it relates to their comments regarding other guests' experiences, we do advise that these guests reach out to us directly by sending an email to ******************************************* so we *** review with our Resort Management team.
  
  It is disheartening to learn of their dissatisfaction with our efforts to come to an amicable resolution. Based on the foregoing, we are unable to accede to their request for a refund as we do believe we have adequately addressed the concerns expressed and deem our offer to be fair. 

• Initial Complaint

  Date:11/28/2022

  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.

   
  Complaint: 18470221
  
  I am rejecting this response because:

  We paid for a luxury vacation that we did not receive, the vacation started with what was suppose to be a luxury airport pick up in a Rolls Royce that had a headliner hanging above our heads and broken arm rests (see images provided). The statements made by the resort are not accurate by any means never once did they "arise quickly" to any of our concerns while we were there.

   We had to call the sandals customer service phone number halfway through our vacation, as well as send out multiple emails before we received any sort of assistance, prior to that we were shrugged off by staff.  We experienced obscene levels of noise coming from music that was being played by their ** beach bar location, there were no guests participating just the ** dancing and the loud music, we could hear this music in our 6th Floor beach front penthouse suite, that was facing the opposite direction with the doors closed until well past midnight (we have multiple videos to provide). Then in the AM we were woken by people running and lifting weights in the gym above us around 5am each morning, all of which we noted to our butlers and hotel staff as we had no idea there was even a gym up there, we thought there was some sort of construction going on above us.

  As for their claim that their Butlers are known fro enhancing the guests experience, that is far from the truth. In fact it took over two days to have food removed from our room from the first day, as well as receive cleans towels, sheets, coffee, toilet paper, sugar, cups, slipped, robes etc. We were suppose to have 3 butlers during our stay and we did not, the two we had faltered most the vacation. Once we made complaints to management they become incognito stating they could not make or receive calls or texts, but could receive texts only, claiming the company must be out of cell minutes for the month. Not to mention they specifically said they had ****** scheduling issues and no shows, we had to call the front desk to even find this out as not even ******** the ****** manager had the curtesy to contact us.

  The service on the resort was 90% horrible, it was clear that we were not wanted there, they did not greet us when we would walk up to a bar to get a drink. Instead we were given blank stares like we were inconveniencing them from their conversations with their friends, as well as they would never say have a great day when we left a bar. We had issues at multiple restaurants for example Butch's where our waitress just left for the night and we had no service, we were brought the wrong food by the restaurant manager and then when we were brought the right food it was cold and cooked to the wrong temperature, like filet that was a 1/4in thick and tough as rubber. 

  The second half of our trip was to be in the tranquil garden suite with a private pool, we requested to not be near the road as it was noisy, but we were placed there anyway. The road noise was so loud that we could hear it at our private pool and in our room, not to mention the wet mold wall as well as any time anyone walked up the stairs or shut their door there was eatery loud stomping or a loud door slam. This was the point in which we called the 800 number and emails began, as we were ready to leave the resort and not finish our vacation. Initially we were told there were no other rooms available and then magically when **** the supposed resort manager arrived they all the sudden had a room. This room was a lesser room and they never credited us the difference of the room, per person per night, we have screen shots of the going rate at that time of that room versus the room we booked and it was quite a difference.

   Unique vacations has made false statements that we received a complementary 30 minute massage and a couples cruise, which we did not receive. When we were on resort and asked about these booking incentives, the staff claimed they new nothing about it and could not find any record of it with our booking number. But later they lie and state we received this services. The claims with regards to the extra charges on the spa once again are not correct, we were charged a "resort fee" one time and not the other times for other services, this resort fee WAS NOT additional items purchased (images attached of our sales receipts). 

   

  We expect to be compensated for the difference in the room downgrade, the resort fee we were charged and at least the first half of our vacation in the penthouse suite due to the noise. As far as the "good will gesture", this was only offered if we were willing to sign a non disclosure that we wouldn't discuss what happened at the resort due to how bad it was. Four days credit does not do any service to us, as our whole vacation was ruined not just 4 days of our vacation. Or they can refund us for our whole vacation.

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

  am every morning to people running on the thread *****, once again which was never disclosed to us. We were shared a service fee for one of our spa services but not the rest, we were never even told about a service fee until we got to the resort. The manager **** didn't even know if there was one. I had nails chip in less that 24 hours after a manicure with some special upgraded polish that was suppose to last longer. The staff at the spa was so unprofessional and made me feel so uncomfortable when I went to back to have them fixed. They were speaking poorly of me not realizing my husband was still in the room. Once we moved to our second room for the other half of the stay we once again experienced very loud noise coming from the road, that was not disclosed of and water coming down walls, mold on walls. Both of our rooms for our stay ranged from ******* per person per night. This was suppose to be a luxury vacation and was not. We have Images/videos to support all of these issues.

  Business Response

  Date: 11/30/2022

  Good day and thank you for allowing us time to review ******************* feedback and also our records. We deeply regret to learn of any aspect of their stay that *** have caused any dissatisfaction, as it is certainly never our intention for any of our guests to have an underwhelming experience.
  
  We do see that this guest has already reached out to us regarding their concerns and a thorough review was completed.
  
  We are sorry to learn of any disturbance or challenges they *** have experienced with their room. We endeavor to create an upstanding and comfortable ambiance for our guests, and should any concerns arise, our team will address them as swiftly as possible to avoid any further inconvenience during their stay. We do see that their concerns were shared with our ***************** team and every effort was made to assist. We are however saddened to learn that they remained dissatisfied.
  
  At our resorts, our Butlers are usually a highlight to the vacation package. They are known for enhancing vacations and delivering a very personalized service to our guests. With that being said, we sincerely regret if their experience was not reflective of this and for any inconsistency they *** have experienced.  
  
  As it relates to the spa service charge,  kindly allow us to advise that this is included in the service price when booked prior to travel. We have reached out to the spa for further investigation, and have confirmed that the additional charges at the spa were for additional purchases made, along with tips left for their spa therapist. We also see that the guests would have paid to upgrade their manicure and pedicure, however due to the concerns expressed, this charge was removed from their bill. We apologize for any misunderstanding in this regard and do hope that this has clarified any lingering concerns.
  
  We do see that ***************** would have reached out to the guest on November 9, 2022. Their concerns were further escalated and they received another response on November 25, 2022. A four (4) night credit voucher was extended to the guest as a goodwill gesture for the concerns expressed. We do hope that the guests will accept our efforts to come to an amicable resolution, as we would very much appreciate the opportunity to regain their confidence in our brand.
  
  Kind Regards,

  Business Response

  Date: 01/03/2023

  Good day and thank for sharing ******************* additional comments. We will like to once again express our deepest regret for any disappointment experienced during their stay. We have reached out to the ***************** team for further investigation.
  
  We are sorry to learn of their dissatisfaction with the complimentary Rolls ***** transfer provided. We do insist that all vehicles be of a certain standard so that our guests are comfortable for the ride to and from the airport. Notwithstanding, our management team will be made aware of their concerns and we can assure them that the necessary steps will be taken to determine if any changes need to be made in this regard.
  
  Upon our further review, we do see that all concerns which were expressed to ***************** was addressed as swiftly as time and availability permitted. The efforts which were made to improve the guests' experience included:
  1. Immediate relocation of room which was viewed by the guests for their approval. Guests were thankful for the assistance.
  2. Notice was sent out to the ** to maintain lower volumes.
  3. Management checked in with guests regularly to ensure things were going smoothly.
  4. Upgrade polish cost removed from bill due to concerns expressed about the chipping of their nail polish.
  5. Three night voucher was extended by ***************** for the concerns expressed, which was later increased to four nights.
  
  We do also see the guests received a complimentary catamaran cruise and a complimentary 30 minute couples massage as part of their booking promotion. These promotions are redeemed by guests on property. They will need to go to the Tour desk and arrange the time and date for the cruise, providing their invoice which shows the promotion, and similarly with the spa credit, they must show the invoice at the spa.
  
  We have followed through the Spa again regarding the charges and have confirmed that service charges are included in the price when booked prior to travel. If the guest however, has a complimentary service, which is redeemed on property, the service charge would apply. No service charge was applied to the services that were already booked and paid for prior to travel.
  
  At this time, we do believe we have adequately addressed the guest concerns, during their stay and post travel. We regret any further disappointment and hope that they will not be deterred from visiting us again in the future.

  Kind Regards,

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18470221
  
  I am rejecting this response because:
  
  Sincerely,

  Most of this response is not factual my any means, there was by no means any swift action to any of our concerns. On multiple complaints of the noise level we were just told this is how loud we play the music and how late we play the music. So basically a get over it response. 
  

  There also was no swift action to our concerns for the room, we actually were told there were no other rooms available at all. It took us having to email multi emails and both my husband and I to call sandals customer service. The resort themselves could have cared less, until WE had to take it a step further over their heads.

   

  We NEVER received a credit for the downgraded room levers we had to move to, which was significantly different, as stated previously. Nor did we ever receive a 30 minute cruise or a 30 minute couple massage. That is just a flat out lie! We inquired about those incentives we were supposed to have when we got to the resort and of course absolutely no one there knew anything about it, so we never received them. This is what they do at the resort, we spoke with other patrons who stated the same, they were suppose to receive a booking incentive but when they arrived the resort so magically had no record of it. They need to stop lying about this.
  

  As far as the resort fee that we were lied to about and only charge for one service and not all of them, the resort staff are scamming vacationers, hoping they wont notice the difference.

  Nothing about any of this was done quickly, nor professionally. They have not by any way shape of form adequately accommodated us in any way. Our vacation, that not only did we spent a lot of money on, but which required us to have family fly from another state to stay with our child, was ruined by this resort and their staff and the company could care less. Because they will have another stream of people rolling in to do the same thing to, with hopes they wont complain or if they do they will throw a few nights stay at them in good faith. Which in turn them requires the patron to spend more money at their resort when they use the credit. Its highway robbery at its finest. 
  

  We are requesting compensation in the form of: 

   -The difference in the down graded room, per person per night, be credited back to us.

  -the one resort fee we were so scandalously charged for to be credits back to us.

  -half or our trip credited to us, OR 7 day stay credited to us.

  
  ***************************

• Initial Complaint

  Date:11/27/2022

  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.

  On 11/22, I made a reservation (********) where a USD ***** was required to hold it. At the checkout USD ****** was required as deposit, 5 days later I decided to canceled it for personal reasons. Since cancellations are not available on their website, I called Sandals at ************, the representative said that only USD ***** were going to be refunded and the balance was allocated to a "travel protection" fee which I didn't select. The reservation was for May-**** and they refused to apply 100% refund as disclosed in their terms and conditions.

  Business Response

  Date: 12/12/2022

  Good day and thank you for allowing us time to review *********************** feedback, along with our records. Upon our review, we do see that this reservation was made via our online booking engine. On the final step of the booking engine, the guests is able to review their package. There is then an option to purchase Travel Protection, and states: "We strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you. The travel protection Plan payment is required in full. The coverage amount applies to all the guests traveling. Once paid, the travel protection Plan is non-refundable."
  
  Kindly also allow us to advise that Section 4.2 of the Terms and Conditions also states "Insurance Premiums are non-refundable".
  
  We sincerely regret any misunderstanding and do hope that we have clarified any lingering concerns.
  
  Regards,

• Initial Complaint

  Date:11/22/2022

  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 paid $3040 for a trip that I was never able to take. The final payment was taken August 31st 2022. I was sent a invoice that never stated I was signing a group contract and that the cancellation policy that applied to said group contract was found in a separate link. I inquired about canceling on September 27th, which according what I was sent was within the time limit (50 days before travel) and I would be charged a per person fee. I then found out I was apart of a group contract, even though the invoice doesn't say that and that I was forfeit the e tire cost of the trip. I stated multiple times I was never sent this information. I was also told this was beaches policy but when I went to beaches website and entered in the same travel dates I was allowed to cancel up until October 15th. The information I was sent and signed was not straightforward and misleading, considering after I learned I was I group contract, I also learned there is multiple group contract cancellation policy's and I would have no knowledge of which one was mine without being told or shown. I was never offered any sort or refund or travel voucher, just a select few dates 5 weeks after our original date when we literally can not leave the country.

  Business Response

  Date: 12/14/2022

  Good day and thank you for sharing ******************* feedback, along with our records. Upon our review, we do see that this reservation was made through a third party (******************). Investigations have further confirmed that the Terms and Conditions provided to this guest stated "GROUPS/CONTRACTS/WEDDINGS: Please refer to our Terms and Conditions page for additional policies and cancellation penalties: https://alphaworldtravel.com/terms-and-conditions ".
  
  We regret to learn of any miscommunication or misunderstanding between the guest and their travel agent. Unfortunately, at this time, the must advise that the guest reach out to their travel agent directly.
  
  Kind Regards,

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After paying fully for an ocean-view room, we arrived at Sandals to realize we had been put in a garden-view room. The ****** Manager attempted to convince us that this was the same "class" room just a different view, but upon looking at pricing, we noticed that the room we were placed in was several hundred of dollars per night less. After over 2 hrs we were told we could be moved the following night which left us "room less" the next day while they were sorting the room situation out. We were finally able to go to the new room around 5pm the following day. Additionally, on the following day, while attempting to be seated at Neptunes, the Manager, ******, who was obviously overwhelmed, decided to seat our party while throwing menus and loudly stating, "these f****** people, these people! while walking us to our table. Another manager, from *****'s, intervened in the situation and did have ****** come back to our table to apologize, but unfortunately, the damage had been done. What was supposed to be the ********************** left us very disappointed with no one willing to help. We were told someone from management would be contacting us the Monday after we checked out but no did. I have sent at leat 3 emails, called and left messages at least 4 times, sent a formal complaint twice to which I received a reference number, yet no one has contacted me back. This leaves me no other option than to file a formal complaint with the BBB and also with the ******* **** of ******** Affairs.

• Initial Complaint

  Date:11/14/2022

  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 made a reservation for ************************ on November 14th 2023. When I looked over the bill on November 15th, I noticed a $322 charge for travel insurance. I contacted Unique ************ (Beaches booking agent) to tell them I did not want the protection and I wasn't sure how it got on the bill. I was told that I didn't "deselect" a box to decline the service. I knew I had 24 hours to cancel the reservation so I figured I would cancel and just rebook without the protection. I was then told that I could cancel but I would still be charged the $322 for the protection. Not only was it not clear they were adding this protection, it was also not clear they would not refund it. Especially because they pride themself on a full refund 30 days before your trip. The company is very deceitful. The box should have never been automatically checked, the customer should have to choose their extras, not un-choose them.

  Business Response

  Date: 11/18/2022

  Good day and thank you for sharing ***************** feedback and for your patience whilst we reviewed our records. We wish to advise that we do our best to ensure our online booking process is very clear including as much details and summarizing the entire package selected. Nonetheless, we sincerely regret any challenge experienced.
  
  Upon our review, we do see that the guest reached out on November 14, 2022, regarding their concerns and approval was granted to cancel the Travel Protection and refund it. We see that the refund request has already been submitted and usually reflects with 7 to 14 business days.
  
  Should the guest have any lingering concerns, they may feel free to reach out to our Reservations team for assistance or guidance. We do however hope that the above has rectified the concerns expressed.
  
  Regards,