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:04/01/2025

  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.

  Food Poisoning and severe Diarrhea

  Business Response

  Date: 04/03/2025

  Good day,

  
  Thank you for sharing the guests' feedback regarding their experience during and after their stay at Sandals Royal Caribbean. We are truly sorry to learn of their unexpected illness as this is not the kind of experience we wish for anyone to have while on vacation or upon completion of their stay.
  We have liaised with our resort management team on this matter and will certainly be taking the necessary steps to ensure that circumstances like these are handled in a manner which will portray the level of hospitality which we are known for in this industry. Please note that the health and Safety of our guests is of utmost importance to us and rest assured that a comprehensive investigation will be undertaken. We take this matter very seriously as we do our utmost best to ensure that the international health and safety standards are upheld in every aspect of our operations. Once again we thank you for reaching out to us and hope to welcome the guest back for a more enjoyable experience. While we may not be able to undo their experience rest assured that our regrets are sincere.
  
  As a gesture of goodwill we will reach out to the guest directly in order to extend three credit nights to be used on a future stay at the Sandals or Beaches Resort of choice. While we will respect any decision they make, we do hope that they will allow us the opportunity at created a wonderful vacation experience for them in the future.

   

   

   

  Kind Regards,
  
  

• Initial Complaint

  Date:03/28/2025

  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.

  For the 4th year we stayed at Sandals Royal Bahamian in ********** swim-up rooms. These rooms are considerably higher priced than equal rooms without the pool, approximately $2800 per room for our stay. The pool was too cold to use for our entire trip, Feb 24 to March 1 (7 nights). Each day we inquired about the pool (West Bay Concierges, Sandals Select Concierges, front desk, and Jade, manager) and everyone seemed surprised and would get back to us, no one did until the last day. We were offered ***** it's which is approximately $500. After returning home and writing them, we were offered ***** it's ($1000). During one of these communications, it was acknowledged that the heater for the swim-up pool was not working and parts had been ordered. I ended those communications when they expressed the ***** was ***** you can see, $2800 would be approximately ******* per room. I can't understand how they don't seem to feel that we should be reimbursed for not being able to use what we paid extra for.Thank you for your assistance.

  Business Response

  Date: 03/31/2025

  Good day,
  
  Thank you for sharing the guest's feedback regarding their experience at Sandals Royal Bahamian. We regret to note that the guest was not comfortable with the pool temperature and wish to extend out sincerest apologies for any disappointments in this regard.
  Although a comprehensive preventative maintenance programme exists, inevitably there will be isolated occasions where unplanned failures or breakdowns in mechanical machinery and equipment will occur. Our maintenance personnel are usually very prompt and efficient when dealing with such maintenance related matters. As per their communication with the resort team, apologies were extended and a goodwill gesture of ****** Sandals Select points equivalent to US$1000. 
  
  As a customer focused organization, it is always our aim to ensure our guests have a memorable stay; therefore, it is a concern when on rare occasions despite everyones good intentions, circumstances arise which cause a degree of disappointment. Although we cannot undo their disappointment, we wish to assure you that the concerns highlighted are viewed constructively. We acknowledge that both the minor and significant details make our guests feel special and also gives them a sense of value at the end of their stay.
  Once again we sincerely apologize for the shortcomings experienced as it relates to the pool temperature and thank you for taking the time to bring this to our attention. We do believe that the goodwill gesture extended to the guest is fair and their concerns were adequately addressed to the best of the resort team's ability. 
  We hope to welcome them back for a more flawless Caribbean vacation experience.

   

   

  Kind Regards,

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23129924
  
  I am rejecting this response because:

  We paid extra for a swim-up room with a usable pool.

  We did not have a room with a usable pool. 

  We followed protical by speaking with employees following the "chain of command"  ending with Jade.  This starting on day one.

  No one told us the heater was broken until we returned home and continued to inquire.

  By this time we were no longer on property to dispute charges!

  We totally understand these things happen, but we do not feel we should still have to pay the upgrade price.

  A fair resolution would be ******* points or an upgrade from a regular room to a swim-up room on our next trip.

  Thank you for your time and consideration. 

   

  
  Sincerely,

  
  
  **** ******

  Business Response

  Date: 03/31/2025

  Good day,
  
  Thank you for sharing the guest's response. Once again we apologize for any disappointments experience due to the pool temperature. It is never our intention to disappoint our guests and it is regrettable to note that on this occasion we have disappointed theirs. Unfortunately we are unable to accede to their requested recompense. Kindly note that the goodwill gesture extended can be used on their future stay towards an upgrade prior to travel. At this time we respectfully stand by the goodwill gesture extended by the resort management team.

  While we respect any decision which the guest makes we hope to welcome them back for a more enjoyable stay.

   

   

   

  Kind Regard,

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23129924
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/17/2025

  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.

  We previously received two travel vouchers from Unique Vacations, **** We informed the Sandals agent that we would be redeeming the vouchers for this trip. Total amount of the vouchers $4,646.00 24hrs later my CC was charged $4,403.00 without my permission. I contacted Sandals immediately and requested that this charge be refunded. They informed me that I had to mail in the travel voucher/certificate to the address listed on the checks. I overnighted them to ****************************************************** (03/10/25) and provided the tracking number promptly. Later in the week I received the vouchers back in the mail with a notice stating that the 'Receiver moved and *** did not have an updated address for them.'I contacted Sandals and informed them that the address they provided was not the correct address. They told me to fly to ***** from ************ to hand deliver the vouchers to the address previously provided. After a simple ****** search I found that the address listed for Unique Vacations is now available for Lease, because they have moved from this address. I have contacted Sandals more than 5x in the last 7 days trying to resolve this matter and they have not been helpful at all, they have added more confusion and stress.

  Business Response

  Date: 03/17/2025

  Good day,

   

  Thank you for sharing the guest's concern relating to their travel voucher.  We regret to note the challenges encountered with regards to the voucher being being sent to be applied to the guest's booking. Kindly note that any final payment not received from a guest on their booking will be auto charged to the card on file once the final payment date has passed. Please note that this information is provided to guests at the time of booking and also on their invoice.

  We regret to note the challenges with obtaining the mailing address to have the voucher sent to, which is on the back of the voucher. New vouchers being issued have been updated with the new address. We regret if this was not the case. Please note that once the voucher is received we will proceed with refunding the amount back to the original form of payment. 

  Kindly note that the voucher has to be mailed to **********************************************************

   

   

  Kind Regards,

• Initial Complaint

  Date:03/15/2025

  Type:Order 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 April 2024 I booked a reservation for August 2025 for Beaches T&C. I major reservations and expressed these reservations to the booking agent. I booked. I called back in October 2024 to discuss trip insurance, where I expressed major reservations and looked at booking the Sesame program for my children which I could not do online. After a 45 minute discussion I decided to add trip insurance and book the sesame experience for my children and paid $1000 on to my room. After making the payment I was informed that the trip insurance was nonrefundable after being told everything would be refundable. March 2025 I cancel my trip because the reviews are terrible and for 10k I could not take the risk of a poor vacation. I was informed that the $456 for the trip insurance would not be refunded. After hearing the tapes I was informed I could of cancelled the trip insurance after I made payment when I was told at the end of the conversation that it was non-refundable. I had paid under the agreement I would be reimbursed should I cancel. The agent never informed me of this. I was still hopeful we would make the trip but for over 10k I could not see my vacation having a stomach issue, fighting over chairs and poor food. I even discussed I should be prorated for the amount of insurance used, 6 months as I cancelled the trip way before their 45 day policy.

  Business Response

  Date: 03/17/2025

  Good day,
  
  Thank you for sharing the guest's feedback regarding their cancelled reservation. We have reviewed the reservation and noted that the guest reached out to the reservations team on October 1st, 2024 to add the travel protection plan to their booking. During the call the agent advised that guest that the protection plan is non refundable. The guest would have made the payment the same day and an invoice was sent to them with the terms and conditions as well as policies regarding their booking. The terms and conditions clearly state that the payment for the plan is required immediately and is non refundable. 
  The guest called in on February 16th to verify the cancellation policies, which at the time she was advised on what was refundable if she wishes to cancel at this time. The guest reach out again on March 15th to cancel the reservation due to reviews which they saw online. The was was offered to be transferred to the Customer Relations team, who would be able to provide clarity on the concerns which they had, however the guest declined. The guest was then advised of the cancellation policy which included the travel protection plan being non refundable, to which the guest responded that she was never informed of same and instead was told that the entire booking was fully refundable. This was not the case as a call review was conducted by the guest services team to confirm the information provided to the guest. In conclusion it was noted that the guest was provided with the cancellation policy for the travel protection plan and this information is provided on the invoices sent to the guests after each payment made on their reservation.
  Based o the foregoing we are unable to issue a refund for the travel protection plan.

   

   

  Kind Regards,

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23070650
  
  I am rejecting this response because: due to the Sandals informing me after purchasing the protection that it was nonrefundable per the tapes I heard that they provided. Representative did not tell me I could cancel it after already purchasing it. They told me after me putting 1000 down on my trip. Due to the deterioration of the resort and per the reviews this place is not the same place it was when I booked the vacation almost a year prior. I was assured several times by customer service that this is not the case but they never provided a guarantee. I have made many calls about the concerning negative reviews they are receiving and have not received any recourse due to it. When I asked about switching to another location in ******* they do not have an open date. If they can not uphold the value of the vacation then they are in breach of contract. Review BBB reviews regarding broken furniture, unable to get a lounge chair, disgruntled personnel working there, long lines, not having food on menus, stomach viruses and the list goes on. These reviews are preventable by using the money people pay for their services to maintain the facilities, which clearly they are not doing.

  Also per NYS you can not charge me for unused insurance. The amount needs to be prorated. I will be sending to *** Financial of unlawful insurance practices. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/18/2025

  Good day,
  
  Thank you for sharing the guests further correspondence. At the time of purchase the guest was informed that the protection plan is non refundable. Once already paid for the protection plan is non refundable. 
  Kindly note that reviews shared by guest visiting the resort are that of their own opinion and that experiences differ based on guests expectations and needs. We work closely with our guest on arrival to ensure that they have a wonderful experience. Our onsite team are always available to support our guests during their stay as we understand that unexpected events may occur in spite of all aspects of our operations being up to par.

  We understand that wear and tear of our accommodations will occur and as such our resorts are refurbished in phases so as ensure minimal to no impact on our guests.

  As per the contract which is on the invoice the travel protection plan is non-refundable and non transferable if the booking is cancelled. While we understand their position on this matter we are unable to accede to their request for a refund of the travel protection plan.
  
  
  
  
  Kind Regards,

• Initial Complaint

  Date:03/11/2025

  Type:Order 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 for my family to stay at Beaches **************** in 2 adjoining rooms from Feb 27- March 02. I paid 6,753.40$ under bookings I790568433812166 and I888208501299870 on the same credit card. I paid 4,000$ for plane ********** chief complaint and concern are the bites on my body while staying there. On March 02 bites started developing all over my body. Upon returning home these severely bothered me and my sleep for two weeks! and I had to take off of work and see a doctor. They think its bed bug bites. They might scar. I tried contacting Beaches and they stop responding. This has caused tremendous undue stress and lack of sleep.Secondary concern is for 2 of 3 nights we stayed there. There were private parties outside are room that closed our pool and had loud music that kept us up at night and had my toddlers crying. Music should not have been going that late. These were not advertised and we were not allowed to join or use our pool and our room was right in front of all this. One was a party for Beaches employees! Second was a party for a private company to show their employees appreciation. That should not effect my vacation.Below are pictures of my bites. I have a video but it wont upload. Bites are all over both ankles, both legs, and both arms. I am a veteran and first responder I work hard for my money, and do not deserve what happened to me on this vacation.I want a full refund! And if they want my future business credit us a future vacation for our troubles and to show us this is not normal.I want to speak with management to resolve this but they will not respond to emails.

  Business Response

  Date: 03/11/2025

  Good day,
  
  Thank you for sharing the guests concern regarding their experience at Beaches ****************. We have noted that there is currently an active incident on file for the guest which is currently in review by the management team and once completed they will revert to the guest with a resolution. Kindly note that a comprehensive investigation is being done so as to ensure that an appropriate resolution is extended.
  
  
  
  
  
  Kind Regards,

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23049646
  
  I am rejecting this response because:

  
  I was waiting until I had a response but I do not want this claim to be closed out because it is still not resolved. 
  

  Sandals said they will contact me by March 18-20. 

  I will keep you updated with their resolution offer.
  
  Sincerely,
  
  **** ***********

  Business Response

  Date: 03/19/2025

  Good day,
  
  Thank you for sharing the guest's further correspondence. The resort management team will be sending an email to the guest by end of business today March 19th with a resolution. Once received the guest can respond directly to this email with any further concerns which he may have.
  
  
  Kind Regards,

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23049646
  
  I am rejecting this response because:

  I want a full refund for my trip and they offered me 900$ of future credits which is laughable and unacceptable.

  I paid 10k for this vacation 6k for resort and 4k for flights.

  2 out of 3 nights Sandals had a PRIVATE party literally outside my room dorm, closing the area and the pool, having a loud DJ, and loud intoxicated guests late until late in the night making sleeping a nightmare with my crying kids and adults could not sleep which affected our whole vacation. One of those night it was a Sandals employee party!

  After your investigation you should see to late private parties literally right outside my door and say yeah that was wrong.

  Then I get bit by bugs on their property. My doctor says it is bed bug bites. Sandals says its sand fleas, which after speaking with my lawyer we can argue bed bugs or even if it was sand fleas you have to have adequate signage with warnings. This has scarred me and the pictures are gruesome from the bites.

  This trip was terrible and it is 100% Sandals fault. I previously stayed at Sandals ************** and loved it. If you were a business that actually cared about customers you would give me a full refund AND give me 6 times the amount of points offered to ensure I come back to a Sandals or Beaches again after this experience. I have three small children and we like to go on family vacations.

  Give me a full refund or I will post my reviews everywhere I can AND take legal action. Your call.

  A business should own up to mistakes and make up for them if they expect to have future customers. 
  
  Sincerely,
  
  **** ***********

  Business Response

  Date: 03/21/2025

  Good day,
  
  Thank you for sharing the guest's response. We regret that they are displeased with the goodwill gesture extended by the resort management team. Please know, it certainly is never our intention to disregard our guest's concerns relating to your experience, neither do we intend to make them feel as though they have been pawned off in any way. 
  The necessary investigations regarding the alleged bed bugs was completed by a third party and based on the results received, it was confirmed that this was not present in the room. Apologies were extended as it relates to noise disturbances which the guests experienced and as such a goodwill gesture of ****** Sandals Select points equivalent to US$750 was extended for use as a discount towards a future stay.
  Having thoroughly reviewed their correspondence, unfortunately, we feel there is very little we are able to add to the previous communication. We wish to assure them that it is never our intention to disappoint our guest expectations, and it is deeply regretted if on this occasion we have disappointed theirs.
   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 your experience was not more reflective of this goal.
  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.
  We recognize that the guest is at liberty to seek resolve as they see fit and without in any way minimizing their concerns, we do feel that the gesture offered is  fair and their concerns adequately addressed. 
  The guest may continue to reach out to the resort management team directly if they have any further questions or concerns.
  
  
  
  
  Kind Regards,

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23049646
  
  I am rejecting this response because:

  You admit that for 2 out of my 3 nights private parties ruined my familys night sleep when Sandals profited from those parties. 

  so no your laughable offer of 750$ Credit to a Company I will never use again especially with how you are treating me now it NOT accepted. It was a 10,000$ vacation and you ruin our sleep and close our pool for 2 nights and you offer 750$ credit. Let alone what I went through with those bites and my pain and suffering.

  look out for my lawyer and my reviews
  
  Sincerely,
  
  **** ***********

  Business Response

  Date: 03/24/2025

  Good day,

   

  Thank you for sharing the guest further email. While we understand your position on this matter, we are unable to accede to the requested recompense.
  
  Additionally. while we do not relish the idea of negative ************ posting, we recognize that the guest is certainly at liberty to pursue resolve as they see fit and we respect all of the opinions expressed. 
  
  We do hope that you will have a change of heart and decide to visit with us in the future.
  
  

   

  Kind Regards,

• Initial Complaint

  Date:03/09/2025

  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.

  We paid for a Dream Honeymoon for my son (****** and new daughter in law *******). Some $8,000. For seven nights at Sandals ********. The kids arrived to start their Dream Honeymoon on Nov 2nd. They were given a room with mold on the walls and ac, paint was peeling from the wall and various items were broken(all documented to Sandals). They were told no other rooms were available that night at their level. Staff seemed afraid to bring that and other problems to managements attention. They initially offered three nights. While that was interesting we asked for transportation as the kids being just married have low funds. Communication stopped with *** ********** even after several attempts to contact her. Please advise what to do next. Thank you.

  Business Response

  Date: 03/10/2025

  Good day,
  
  Thank you for sharing *** and Mrs. ****** concerns regarding their experience at Sandals ********* 
  
  We were somewhat surprised to hear of their experience regarding the cleanliness of their allocated accommodations as our housekeeping personnel frequently go the extra mile making sure our rooms are clean and comfortable ensuring that our guests are happy in their surroundings. We have always strive to maintain a clean and exceptionally comfortable ambience for our valued guests as their comfort and satisfaction is of utmost importance to us. We would like to assure you that our rooms are checked prior to our valued guests occupying them and we were disappointed when we received their comments pertaining to same. We would like to assure you that we would never intentionally place guests in a room that was not suitable. Their comments pertaining to this experience have been brought to the attention of the resorts executive management team. We do apologize for any inconveniences and service inconsistencies they may have encountered in this regard. 
  The records of their stay were reviewed and it was noted that the guests were indeed extended three credit nights towards a future stay. We noted that Ms *********** would have responded to the guests advising that she is unable to extend a complimentary transfer to the guests as a further goodwill gesture.
  
  In order for the guests to redeem the voucher they will need to physically sign the document and return to ****************************************** for processing. Please note that the voucher is valid for one year and travel must be completed by the expiration date.
  
  For further communication with Ms ***********, the guest can write to ****************************************** and their incident will be assigned to Ms ***********, so that she can correspond with the guests directly.
  
  
  
  Kind Regards,

  Customer Answer

  Date: 03/10/2025

   
  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:03/02/2025

  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.

  I received a phone call today from Rod with Sandals Resort. *** stated he was calling to notify me of the cancellation for part of my itinerary (Booking # ********). When I inquired about the refund, he said that Sandals would not refund the $15,000 we had paid for the room. *** refused to allow me to speak to a supervisor. He said he was the supervisor. I called back to ask for a supervisor. I talked to ****** for the second time, and she said she was a supervisor. She stated the room was nonrefundable. I asked to speak to her manager, and she refused. She noted that the call did not warrant my interaction with her manager.

  Business Response

  Date: 03/03/2025

  Good day,
  
  Thank you for sharing the guests feedback regarding their reservation for our Sandals **************** property which was schedule for March 10th to March 17th, 2025. Upon review of the client's booking, we have noted that the guest was contacted on March 2nd by a supervisor from the ************* team, in relation to a tour which was no longer available for the original time booked, but was available later on on the same date as per the vendor. During this conversation the client requested to have all the tours on the booking cancelled. A refund for the tours has been actioned for the client back to the original form of payment.
  Further to the request for having all tours cancelled on the booking, the client then requested for the entire reservation to be cancelled, which at this point he was advised that the reservation is non refundable. The guest mentioned that the travel protection would allow for a full refund, however the agent did not confirm same as all claims are reviewed by the third party insurance company who would solely determine the form of reimbursement to be issued based on the information submitted by the client.
  Please see the below cancellation policy which guests are advised on at the time of booking and also via their invoice.
  
  For this particular reservation which was made on property during their past stay, cancellations done 46 days or more prior to arrival will be refundable less the deposit and Travel protection.
  31-45 days prior to arrival, the reservation is refundable less the deposit, travel protection and $200 per person penalty.
  30 days or less prior to arrival the booking is fully nonrefundable.
  
  Based on the review conducted, we can confirm that the guest was advised correctly as they requested to cancel less than 30 days prior to arrival. The guest can proceed with filing a claim through the *************************'s site which is ************. They can also be contacted via ************ for any questions with regards to filing their claim.
  

   

   

   

  Kind Regards,

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23010587
  
  I am rejecting this response because: this is simply not true. The resort called me to cancel. I do not understand how they think they can legally cancel a part of my reservation and expect to keep the $15,000 that I paid for my room.
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 03/07/2025

  Thank you for sharing the guests response. We have reviewed the reservation and noted that the guest was contacted to reschedule a tour on the booking which was not available for the time initially booked. The guests was provided with the alternate time available for the tour. There was no issue with the room portion or other tours booked on the reservation. The guest had the option to choose the alternate time, or even another day during their stay to do the tour and also a full refund for the tour if the guest was not in acceptance of either options.
  Since the guest requested to cancel the booking entirely,this is considered a voluntary cancelation which was done when the booking was in full penalties.
  Based on the forgoing, we remain firm in our decision.

• Initial Complaint

  Date:02/27/2025

  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.

  -Family stayed here for two weeks February1-15 -expected a 5 star resort Beaches Negril did not live up to our expectations -paid $42000 initially through WestJet vacations and an additional $13000 to change rooms -oversized family Concierge suite furniture was broken, drawers wouldnt open, cabinet door was hanging off the hinges. daybed/trundle bed was super uncomfortable, neither girl was able to sleep for two nights (which meant none of us slept). We arranged to move to an adjoining room where both girls got their own beds but had to pay an additional $13,000 cad (due to all the concerns raised here, we were refunded 10% of the upgrade fee upon check out). - a week into our stay a pipe burst and we didnt have water in our rooms on three separate occasions. One day we had no water in the room for 11 hours in a row. We were offered a hospitality room to shower in -We were served an almost totally raw steak when we asked for medium. They served us spam on the classic eggs Benedict. We received more than one nearly raw cheeseburger. At one point I was given a martini in a glass with lipstick all around the edges. I mentioned politely that the glass was dirty and she poured the drink into another glass and handed it back to me.-pool furniture is falling apart and dirty in and the pool water at the water park is murky. -They were doing construction in the lobby bar and there was noise and sawdust everywhere. -The water feature that usually runs through the property is empty with exposed pipes and the childrens pool is disgusting. They were pouring concrete and jackhammering throughout the resort -the public bathrooms are in rough shape. Toilets dont flush consistently, lots of the doors dont lock properly or at all or have broken slats. Many of the taps are loose.-I reached out to Sandals customer service and they offered ********************** reward points valued at around $200 usd but would not consider any further compensation despite everything listed above.

  Customer Answer

  Date: 02/28/2025

  Additional photos

  Customer Answer

  Date: 02/28/2025

  More photos

  Business Response

  Date: 02/28/2025

  Good day,

   

  Thank you for sharing feedback regarding Mrs ********* experience at Beaches Negril. We regret to note that challenges experienced with their assigned accommodations and extend our sincerest apologies. 
  We put forth our best efforts to make certain all aspects of our resort are functioning and up to par. Though despite this, sometimes unexpected challenges do occur. Consequently when our guests express issues during their stay a member of the team is usually immediately assigned to resolve the matter.
  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 the shortcomings experienced in this regard.
  We have reviewed the records of their stay and noted that a goodwill gesture of 10% refund for the upgrade was extended as well as ***** Sandals Select points equivalent to US$200 was offered. We note the guest's dissatisfaction with the additional goodwill gesture of ***** points.  In an effort to come to a close we will extend ****** points equivalent to US$500 in lieu of the ***** points.
  We would love nothing more than the opportunity to host them in the future.

   

   

  Kind Regards,

  Customer Answer

  Date: 02/28/2025

  We will not be returning to a beaches or sandals resort after our experience so points are worthless to us. Our family can afford a trip every two years and are not ever going to risk another experience like this one again. We spent over $55,000 on this trip and I believe the only acceptable remedy would be a deep discount on the first room we had which was falling apart and where we got no sleep at all as well as a refund for the day we had no water in our room, and a significant % reimbursement for the remainder of the trip given the food issues and construction which was not disclosed to us ahead of time and the overall condition of the resort which was definitely nowhere near 5 stars.

  Business Response

  Date: 02/28/2025

  Good day,

   

  Thank you for sharing feedback regarding Mrs ********* experience at Beaches Negril. We regret to note that challenges experienced with their assigned accommodations and extend our sincerest apologies. 
  We put forth our best efforts to make certain all aspects of our resort are functioning and up to par. Though despite this, sometimes unexpected challenges do occur. Consequently when our guests express issues during their stay a member of the team is usually immediately assigned to resolve the matter.
  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 the shortcomings experienced in this regard.
  We have reviewed the records of their stay and noted that a goodwill gesture of 10% refund for the upgrade was extended as well as ***** Sandals Select points equivalent to US$200 was offered. We note the guest's dissatisfaction with the additional goodwill gesture of ***** points.  In an effort to come to a close we will extend ****** points equivalent to US$500 in lieu of the ***** points.
  We would love nothing more than the opportunity to host them in the future.

   

   

  Kind Regards,

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 23000754
  
  We will not be returning to a beaches or sandals resort after our experience so points are worthless to us. Our family can afford a trip every two years and are not ever going to risk another experience like this one again. We spent over $55,000 on this trip and I believe the only acceptable remedy would be a deep discount on the first room we had which was falling apart and where we got no sleep at all as well as a refund for the day we had no water in our room, and a significant % reimbursement for the remainder of the trip given the food issues and construction which was not disclosed to us ahead of time and the overall condition of the resort which was definitely nowhere near 5 stars.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:02/21/2025

  Type:Order 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.

  Made a reservation with Sandal resorts in ******* in April 2024 for a travel date from 5/31/25 - 6/7/25. Pay a deposit to hold room and pay remaining balance in April 2025. Read cancellation policy with 45 day advance notice to receive a full refund. Called today to cancel 98 days prior to trip because mother in law developed dementia and we are sole provider. Unable to leave country due to this reason. Apparently in fine print if you put down a deposit to hold room and pay balance later you are subject to a large penalty. Just disappointed and wanted to let other people know this practice. Was planning to make other plans with Sandals in future but not now. Stayed at Beaches in past and has a wonderful time.

  Business Response

  Date: 02/24/2025

  Good day,
  
  Thank you for sharing the client's feedback regarding their Sandals *******************. We have noted that the reservation was cancelled and the guest was advised that a refund in the amount of $599 would be processed back to the original form of payment and should reflect within the next 5-7 busness days. Please note that this was the total amount paid which included the deposit and Candle light dinner booked.
  We apologize for any miscommunications that the guests may have had with our reservations team.
  
  
  
  Kind Regards,

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22973507
  
  I am rejecting this response because: I was charged a little over 1700 dollars for cancelling the reservation but did receive credit for dinner and deposit. Wondering why charged a penalty when website say no cancellation penalty if cancelled prior to 45 days of trip.
   
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/24/2025

  Good day,
  
  Kindly note that the total payments received on the booking was US$599 which was fully refunded. Kindly advise whether there is another booking in question. If so kindly provide the booking number for further investigation as the booking previously reviewed was for travel 05/31/2025 - 06/07/2025 to Sandals ********
  
  
  Kind Regards,

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22973507
  
  I am rejecting this response because: Same booking number ******** for May 31 2025. I was charged ******* on February 21, 2025 for cancelling this reservation. Your cancellation policy states no penalty if cancelled within 45 day of trip. Wondering why i was charged cancellation penalty when cancelled 98 days prior to trip. My mother in law developed dementia since booking this trip and we are sole provider so unable to leave country.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/21/2025

  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.

  In early February, I booked my honeymoon at a Sandals Resort online. On February 15, my wife voluntarily entered an in-patient treatment for alcohol dependency/rehabilitation. On February 15, I contacted Sandals to let them know of the issue and asked for kindness and compassion along with a refund given the extreme circumstances. Their resorts are all-inclusive which means bars and alcohol are everywhere. I sent them a letter from the facility where my spouse is currently. They denied the refund and offered a credit for future stay. This places a large burden on my family in lieu of massive expenses to handle her condition. They waited 7 days to respond where they could have placed the reservation back into inventory and re-sold to another party but sat on it and sent a letter saying we were denied.

  Business Response

  Date: 02/24/2025

  Good day,
  
  Thank you for sharing the client's feedback regarding their upcoming stay at our Sandals South Coast property. We regret to note that the guests are unable to travel as anticipated. 
  An investigation has been conducted and it has been noted that the guest reached out to our reservations team via phone on February 15th, requesting to cancel his reservation. At that time he was advised that the booking was non refundable, which is as per our cancellation policy which is provided to guest via their invoice and at any point of contact with an agent. The guest also reached out via email on February 16th, where he was advised by a manager that the reservation was fully nonrefundable. 
  As per our refund and revision policy, the reservation is deemed to be in full penalties or fully non refundable once cancelled 30 days or less prior to travel. Please note that the guest's arrival date is March 11th, 2025. At this time, we must advise that the reservation remains fully non-refundable, however should the guest choose to cancel, we are able to provide a credit which they can use for a future stay at any Sandals or Beaches Resort, for travel up to 12 months from the cancellation date. 
  
  We sincerely regret if this is cause for any further disappointment.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22973104
  
  I am rejecting this response because there are extremely unique circumstances. My spouse is in treatment for alcohol dependency. There is no time where going to a resort that promotes alcohol use would be appropriate in this case. They never advised it was non refundable as they claimed. This isnt a desire to cancel this is a true medical need to cancel.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/25/2025

  Thank you for sharing the guests response. Please note that the guests do have the option to change their reservation to one of our Beaches Resort which is a family resort. While we understand their position on this matter, we are unable to accede to their request.

  Based on the foregoing we consider this matter closed.