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:09/24/2022

  Type:Product 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.

  Hello, my husband and I booked a honeymoon at Sandals Emerald *** 9/19-9/23. We were told during our online booking, via chat, that they offered a 10% military discount that would take off $555 from our total. I asked how I provide proof of my military service and they said there was nothing for me to do now, just wait until we get to the resort and they will look at my ID then and apply the discount. We did exactly as we were told and expected our total to be $555 less as stated. However, when we go to the resort and I provided my Military ID they said I was misinformed and that it had to be turned in before we arrived. The front desk man assured me this would be fixed and refunded if I called the Sandals ***** resort number. I di this and they said they would not refund me the $555 because I did not turn in my ID before we arrived. I specifically tried to turn in my ID ahead of time and was told its not possible and that I had to do it in person once we arrived. This greatly effected our budget as we were told the price would be $555 less. Additionally, we paid $199 for a completley private candlelight dinner on the tower. When we first arrived to our dinner it was private and they brought us our drinks. Before our appetizers came they informed us that another couple would be joining us on the tower. They were there the entire night and it completely interfered with the private and romantic experience we paid for. We already had free dining on the resort and couple of went there and be seated with people too. They did not provide the service they offered and never told us until after we arrived that another couple would be there. I reached out to Sandals but they said since we showed up for the dinner they would not refund us. They owe us $754. In addition to this, they lost our bags for nearly an hour and said that we would be paying for access to 11 restaurants all inclusive. We paid for this but only 3 restaurants, a buffet and cafe were open.

• Initial Complaint

  Date:09/23/2022

  Type:Product 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.

  We visited Sandals Ochi 1-5Sep 2022. It was our 10th Wedding anniversary and my husbands birthday. Upon arrival, we noticed we didn't have enough water pressure to even flush the toilet. We later noticed that we did not have any hot water. Upon notifying several people in the concierge club, we were told that someone would call to let us know if they were going to move us. Each day, we notified several people in the concierge office, sent emails, made calls, and addressed the issue in the Loop. Well...no one contacted us our entire stay. We weren't moved to another room, no one responded to my numerous emails, or calls. This is ridiculous! The admin assistant emailed me finally on 20Sep...15 days after we were home, and offered us ****** points. which we still have not received. We need some kind of refund or replacement for this. Not ****** points since we will not ever PAY to visit another Sandals resort. However, some form of refund or a 5-day replacement at another location is expected.

  Customer Answer

  Date: 09/23/2022

  Please find attached the invoice from Sandals as requested.  Let me know if additional information is needed.

• Initial Complaint

  Date:09/07/2022

  Type:Billing 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.

  I would like to address some issues with Sandals and their ********. We booked a stay march 2022 the airline canceled on us for our trip ***** through *****. Spirit airline gave the fund back to unique travel on 7/19/22. I have yet to receive a credit. Your customer service department advises that I was already credited/I will get a credit the next day and continues to lie when I call. I had to dispute the ****** on my credit card that they are keeping from me. Sandals billed me an additional ****** off of my stay due to me filing a dispute with my credit card, I had every right to! I already PAID IN FULL in March for the entire trip!. I would cancel the trip but I am going with another couples and cannot back out. . Sandals has ******* from me that is not owed to them at this point. They continue to give me the run around.

• Initial Complaint

  Date:09/01/2022

  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.

  In surprise celebration of my husbands 40th birthday, I had opened up a brand new Chase Sapphire card to put all Sandals transactions on. The card has been in my possession the entire time and is not reported stolen. I had booked a trip traveling to Sandals, booking #********. I had called Sandals **************** on 8/26/22 to cancel one of my excursions. On 8/28/22, two days later fraudulent charges were being made on my card. One transaction for ***************** in the amount of $9.60 went through. Then two transactions to Foot Locker and an online clothing store in the amount of $400+ were blocked by *****. Either there has been a breach in sandals/Unique Corp database or the last employee to enter my account to provide me a refund has taken my identity and its credit card details to make purchases. I have emailed Sandals in attempts of getting a resolution to this response yesterday. Have no heard back yet. The fraudulent transactions pings to **********. I live in ** and have not had recent travel.

  Business Response

  Date: 09/07/2022

  Good day and thank you for allowing us time to review *****************' feedback. We are sorry to learn of any challenges experienced however we must advise that for confidentiality reasons, we do not have access to full card details or bank information. We are only able to see that last 4 digits of the card and the type of card used ****** MasterCard, etc). We do however advise that the guest's reach out to their bank directly for any further investigations.

  Kind Regards,

• Initial Complaint

  Date:08/24/2022

  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 booked and paid for a trip to *********** to celebrate my girlfriends 54th birthday. The trip was booked through Delta travels and we were staying at the Sandals resort in ***********. The flight was supposed to leave from *******,**. on July 4th. The day before we were supposed to leave my girlfriend had a stroke. She was in hospitals for three weeks and is still under doctors care. As soon as the stroke happened, I contacted my travel agent and she contacted ***** travels and canceled the trip. After several weeks of not knowing if I'll get refunded or get to reschedule the trip I finally got bad news. ***** has decided to give me a travel voucher for a little over $2000 and Sandals decided to do nothing except take my money. The trip cost me $8600 and to only get a travel voucher for only $2000 is unacceptable !! This was a medical emergency that could not be avoided. I'm contacting you now to try to work this out before other avenues are explored. Sincerely , *************************** PH.# ************

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 17765547
  
  This is my second complaint on this site, the initial complaint was made on 8/24/22. Last year I booked a trip for two .to ********* through Delta Travels , staying at Sandals Halcyon Al ************************* from July 4th-11th. We were flying out of **** International Airport in *******,***** at 6:00 am. July 4th. On July 3rd we decided to go to the airport and get a room and stay overnight because of the early flight the next day. On the way to the airport my girlfriend had a stroke and was transported to the ** where she spent the next 3 days, two weeks the hospital and three weeks in a rehab hospital. When all this happened I immediately called my travel agent and she canceled the trip on July 3rd. As soon as I got my girlfriend back home and got with my travel agent to see what could be done to reschedule our trip at a later date. After weeks , Delta Travels agreed to give us a travel voucher for $2022 for the flight but Sandals would not reschedule the trip. That's when I made my 1st complaint on this site. A month or so went by so I called Delta Travels myself and talked to *********************************** . He told me that all that needs to be done is to reschedule the trip , so I got with my travel agent again and did just that. She has spent days trying to make all this happen and Sandals Resort refuses to honor rescheduling. So here I am once again asking for your help ! All I want is to reschedule this trip , the trip cost me $8600 and I feel like Sandals has stolen from me. This was a medical emergency and could not be foreseen. Please help! Here is the booking number - ******** THANK YOU
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/08/2023

  Good Day,
  
  Thank you for sharing ******************** feedback regarding his reservation with us. Kindly note that the reservation was cancelled by Delta Vacations without the assistance of our operations team on July 3rd, 2022. At that time the reservation was fully non-refundable and therefore a refund would not have been issued, however the guests would have been allowed to reschedule.
  We have liaised with our operations team, and it was confirmed that the guest was indeed allowed to reschedule their dates with their original rates being protected. We consider this matter closed at this time as the guest is scheduled to travel June 5th, 2023.

   

   

   

  Regards,

• Initial Complaint

  Date:08/22/2022

  Type:Product 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.

  On May 29th, 2022 - Sandals Resorts emailed me the Payment Confirmation of $3,410.67 applied to our Reservation Number 12364875.On May 31st, 2022 - my wife has reached out to Sandals Resorts, bringing to their attention that the promised spa credit - 60 min couples' massage has not been added to the reservation (per initial contract).On August 17th, 2022 - **************** *****************************, ***** Service Supervisor of Unique ****************** An Affiliate of ******************** Worldwide Representative of Sandals Resorts, Beaches ************************************** Beach Resorts decided to finally reply to the request by denying it, giving out a faulty and incorrect rationale, contradicting what previous Sandals Resorts Representatives stated.Me and my wife paid already in advance for the vacation and additional upgrades based on the currently ************* practices exercised by Sandals Resorts Representatives and/or Affiliates.We kindly request for Sandals Resorts to honor the initial contract and add the promised spa credit - 60 min couples' massage to our account.Given the aggravation caused by the unprofessional behavious of certain Sandals Resorts representatives and/or Affiliates, we would also accept an alternative method of peacefuly settling this matter whereby Sandals Resorts, instead of adding the promised spa credit - 60 min couples' massage to our account, they can issue a refund in the amount of $500 USD

• Initial Complaint

  Date:08/19/2022

  Type:Order 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.

  My husband and I booked a trip to Sandals resort in ******* for our anniversary. The dates for our trip were May/12-15 booking number ********. We were on our flight to ******* when the Jamaican airport closed, and we were unable to land. We were told they had no idea when/if the airport would reopen, because of this I had to reschedule my trip while in the airport. When we returned home, I reached out to sandals resort to get a refund. Due to my husband and I already taking time off work and not making it to our destination (we own a small business), myself being pregnant and unable to fly, and not wanting to leave a new baby once I delivered, we wanted a refund rather than trying to reschedule the trip for a later time. I have reached out to Sandals on multiple occasions through phone and email, requesting a refund and explaining our circumstances for the request and instead I feel bullied into taking a trip that I can't feasibly take or lose the ******* that I paid for the trip. This total price includes both the sandals vacation and the airline tickets that I purchased through sandals that I am unable to be refunded from the airline because the airline said I need to get the refund from Sandals. Our trip had to be cancelled due to no fault of our own, we were stuck at the airport and traveled over 30 hours to go in one day to essentially go in one big circle. This trip for us was once in a lifetime with all the planning that went into it and unfortunately, we are not simply able to just "reschedule" the trip. At this time, we have a trip scheduled in April that we are unable to make it. I have reached out to Sandals through email with a supervisor to explain we would like a refund and my emails have stopped being responded too. The lack of customer service and understanding of our unique situation is incredibly frustrating, we humbly request for understanding on their part that this reschedule/cancellation was completely out of our hands.

• Initial Complaint

  Date:08/17/2022

  Type:Product 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.

  My family and I are scheduled to travel to Beaches ****** from 12/27/22 - 1/2/23. My booking number is - ********. I booked my airfare through the Sandals/Beaches call center to get the resort. Today I called to add on a service and realized that the agent has me booked to fly into ********, ******* but fly out of ***********, *******. ******** is 4plus hours from the resort, while *********** is 1. I asked for the flight into ******** to be corrected. I was told that no flights are available to fly into *********** through the airline that I am booked with. My flights are non refundable and I would have to pay out of pocket to book with another airline. I trusted their agents to select flights that would get me to their location. The only thing I provided to the agent was the airports that I could fly out of which was ******** (***) or ***** (***). Airport transfers are included in their pricing. Their website says Climb aboard your air-conditioned bus and enjoy your included roundtrip airport transfer from *********** International Airport to Beaches ******. It's a 80 minute ride to the resort, so sit back, relax and enjoy the magnificent scenery. Why would I expect to be booked on a flight to any other airport? I want Beaches/Sandals to change my incoming flight to *********** at no charge to me.

• Initial Complaint

  Date:08/16/2022

  Type:Product 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.

  I was supposed to be refunded for an excursion I had booked during my stay 6/9/22. I have the refund confirmation they printed me the day of. I have been waiting to receive it since and contacted them several times. They sent me a document saying I had been refunded, but I have not and the information on the document is not even correct. They don't even have my address remotely correct, and I have not received the refund of $876

• Initial Complaint

  Date:08/16/2022

  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.

  My husband and I arrived at your royal ******** resort 8/13/2022 and went home 13 hours later. We arrived around 2 pm on August 13, 2022 and immediately were a little confused by the process. We were sitting in a room not quite understanding what we were supposed to do. About 30 minutes of sitting there my room was ready room **** I think. On the left of the walk to our room was a poor rundown neighborhood. There was someones dirty room service plates outside our door that stayed there all day. From there we made our way to ******************* where we waited over an hour for our lunch. Service was poor at best and your staff is rude. From there we looked around and found a rundown tired resort that to be honest was just dirty. Walked to the pool bar and the odor was just foul. As we continued our tour I stopped by 2 different cappuccino machines which neither worked, it produced milky water. We headed back to the room for a while until we went to the messy monkey pub which looked like such a cool place for dinner and a drink. Your manager there was the only employee I found to be pleasant and friendly. That aside the food was terrible. I ordered a beer and as the waitress was putting it down she stated its warm. Its warm?? She put my warm beer down and left. Who wants a warm beer?? We were so uncomfortable at your resort due to the unfriendly staff and your dirty tired resort with horrible food that we immediately changed our plane reservations and left 13 hours after arrival. We arrived at 2 pm and left at 3 am. Your website is deceiving and your staff told me this was a newer resort. Obvious false advertising. We paid for a week and checked out 13 hours later. I have yet to give a review which is coming. I will also contact any corporate office for your resort. I would appreciate some resolution to the disaster that was my trip to your resort. Between the resort and the plane I wasted 7 thousand dollars and my vacation was ruined.