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:02/21/2025

  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.

  Wedding Anniversary trip (2/13-2/16) Sandals Negril Resort issues that began as soon as we arrived at 2/13 at 3:30pm. No orientation and construction noise did not allow for relaxing environment. Room AC malfunctioned, reaching 80+ degrees, followed by power outage. Multiple trips personally to front desk over almost 7 hours yielded no help until 9:45 pm and thats due to us roaming the halls looking for someone. Staff seemed perturbed bouncing us to different departments and refused to call our mobile due to policy despite outage (phones did not work). No offer to find a way to communicate with us. Finally, maintenance fixed issues after we roamed the halls looking for someone, but broken hairdryer and water leak followed. Our stay was only 3 nights and we did not have confidence the staff would be accommodating or helpful if something else happened given it took almost 7 hourspractically a full day for the issues we experienced as soon as we arrived. **** decided to leave the next morning and ask for a refund. I called customer relations on our way to the airport and sent them an email accounting the experience and requesting a refund. An email response denied a full refund, only agreeing to refund is for the 2 unused days. The general manager we worked with claimed giving us any refund at all was a goodwill gesture and a full refund would not be possible since we stayed a night. She also stated we left prematurely and did not allow them to make things right. We respectfully disagree. We have videos to show what we described and call logs to show our efforts to give them 7 hours worth of opportunities to make things right. Since their initial response to only refund us for the 2 unused days, we have followed up daily to ask for an update land have not heard from anyone since 2/14. Today is 2/21, a week later. All of aforementioned issues combined with the staff issues, we believe a full refund is reasonable.

  Business Response

  Date: 02/21/2025

  Good day and thank you for sharing Mrs ****** feedback regarding their experience at Sandals Negril.We regret to note the challenges experienced with their assigned accommodations and wish to 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 events do occur. Consequently when our guests express issues during their stay a member of the team is usually immediately assigned to resolve the matter, our apologies if this was not evident during their stay.
  The resorts maintenance team was putting forth their best efforts to resolve the technical issue which was ongoing and as such would have reached out to the guest to have the issues resolved as quickly as possible. Since the guest voluntarily checked out early,a good will gesture of two nights refund was extended to the guests for the unused nights. We are unfortunately unable to extend a full refund.
  We have noted that during the communication with the resorts management team, the guest accepted the two nights refund, but reach out again to advise that her husband would prefer a full refund. Unfortunately we are unable to accede to their request for a full refund as we do believe that the gesture offered is fair. Based on the foregoing, we remain firm in our decision.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22971179
  
  I am rejecting this response because:

  Based on Sandals reasonings to not issue a full refund,

  a. Per Sandals: Not giving Sandals an opportunity to rectify the issues. 

  Our Response: We encountered issues as soon as we arrived that kept piling up with no resolution for almost 7 hours. We proactively seeked help repeatedly to no avail and it cannabalized our time, unable to enjoy the amenities.
  

  Sandals did not uphold their end of the agreement as advertised accommodations and conditions that were not met. This influenced our decision to leave with no confidence our experience would improve; based on being bounced around for almost 7 hours with no communication or updates until we reached out. Eventually, we were told Conciege was no longer on the clock and that we had to wait until morning. NO accommodations were offered and as the customer, WE asked repeatedly for a temporary room with working utilities.
  

  Had we not left, the other option would be to stay and potentially have a repeat of day 1 for our second day there. Would Sandals then only agree to refund us for 1 unused day if we decided to leave then? We gave every opportunity for Sandals to make it right and were patient in working with every department we were pawned off to. At what point is it enough? If I may add not including the time we cant get back, resort stay is only one component of the total cost of the trip. The refund we are seeking does not account for our paid time off we used from work, airfare, and ride share leading to arrival at *********************** 

  b. Per Sandals: *** ***** accepted offer for 2 unused nights and husband is seeking full refund.
  Our Response: We were asked to sign a General Release that requires initials from both persons. After review, my husband does not feel it is ethical to charge us $1400 for the night we stayed based on our experience. This is the only culpability I will share in this experience. 
  

  As a consumer that could have chosen any other resort as your general manager, ******* ****** stated, we chose Sandals. These unfortunate experiences happen and when they do, we stay optimistic that Sandals will uphold business integrity, its advertised customer centric brand, and do the proper thing. 

  Respectfully,
  
  *** *****

  Business Response

  Date: 02/21/2025

  Thank you for sharing our guests response. We regret that the guest remains displeased with our goodwill gesture and most recent correspondence. Please know, it certainly was never our intention to disregard our concerns relating to your experience, neither do 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 wish to assure them that it was never our intention to disappoint our guest expectations, and it is deeply regretted that 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 their 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.
  
   Without in any minimizing their concerns, we do feel that the goodwill gesture is fair and their concerns adequately addressed.

   

  Kind Regards,

  
  

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22971179
  
  I am rejecting this response because:
  

  We do not accept and are seeking a full refund. 

  -*** *****

• Initial Complaint

  Date:02/15/2025

  Type:Delivery 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 a club level ocean view room and i received a front view of a sidewalk and had to lean far over balcony to see ocean. Very sad not what i paid for. Top dollar for bad view

  Business Response

  Date: 02/17/2025

  Good day,

   

  Thank you for sharing the guest's feedback regarding their assigned accommodation. In order for us to better respond, the guest will need to provide their booking details and name as on the reservation. We are unable to locate a reservation with the details provided.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 02/19/2025

  M854231481308132 -The room I paid for was supposed to beach front and the view we had was of a sidewalk and trees, they moved us once and again the same thing with a view if we leaned over . For paying over $6300 I would have expected a good view. Could have put us in the new tower with a great view

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22946460
  
  M854231481308132 -The room I paid for was supposed to beach front and the view we had was of a sidewalk and trees, they moved us once and again the same thing with a view if we leaned over . For paying over $6300 I would have expected a good view. Could have put us in the new tower with a great view
  
  Sincerely,
  
  ** ********

  Business Response

  Date: 02/20/2025

  Good day,  
   
  
   Thank you for sharing the guest's feedback regarding their assigned accommodation at our Sandals Royal Caribbean property. We have reviewed the records of their stay and noted that the guest was indeed assigned a room in the category which they booked. We have noted that based on the assigned room number, some guest may have a more direct view of the ocean, however there is still an ocean view associated will this particular room category which offers either and Ocean View or Beachfront View. We extend our sincerest apologies for any disappointments thereof.                                                                                                                               
   As a gesture of goodwill we will extend additional courtesies to the guest on their next stay with us. The guest will need to reach out to us via our Customer Support team at ****************************************** two weeks prior to arrival with the booking details and we will be more than happy to make the necessary arrangements on their behalf.                                                                      
   Once again, thank you for the feedback.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22946460
  
  I am rejecting this response because: this is not stated prior to booking and this should be told to guest . Very expensive for a non facing room. very dissapointed . Never had this experience at other resorts
  
  Sincerely,
  
  ** ********

   

  for 6300 I should have had a direct ocean view very.

• Initial Complaint

  Date:02/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to resolve my issues with this company since January 10, 2025. It has been over a month with no resolution We stayed at their resort Sandals Ochi. The rooms, Yes, rooms, Were absolutely disgusting. The first room we were put in was flooding because the ** was pouring water. The next room we were put in was absolutely filthy with furniture. No assistance for management and they even shut off our app so we have no idea as to when restaurants were open unless we went and hunted them down ourselves. The company has employees selling drugs.(marijuana) At their bars and some of the restaurants. I have sent video proof of everything to their customer service email And they have still done nothing about. We were there for 10 days and what we are asking for is to be reimbursed for the $1500 for the last three days due tothe condition of the two rooms and being cut off access to having the ability to see when restaurants were open.

  Business Response

  Date: 02/14/2025

  Good day, 
   
  
  Thank you for sharing the clients feedback regarding their extended stay at Sandals Ochi. We have reviewed the records of the clients stay, which was initially for 7 nights, however due to flight issues the guest requested to extend their stay by three nights. During their 7 nights stay the guests had shared feedback with the team on property, expressing satisfaction with how their stay was going. Please note that no negative feedback was shared and as such we are surprised by the comment in regards to staff selling drugs to guests.                                                                                                                        
  Our team assisted the guest with their assigned accommodation for the additional three nights which they requested. The guests were not happy about being charged an  additional rate  to extend their stay, however they agreed and settled the bill. Upon escorting the guests to their room it was noted that the A/C was leaking and as such they were not allowed to stay in the room and reassigned another room. The guests did not share any complaints regarding  this room, with the resort staff. Our team puts their best foot forward to ensure that all concerns shared are resolved with urgency. As it relates to the app, please not there the resort team does not have the capability to shut off the app on any guest who is checked in at the resort.                                                                                                                                                       
   It was noted that the guests were upset about being charged for the extended stay and as such have since reached out to our customer support team who acknowledged their feedback and advised that based on the investigation they were unable to refund the distress rate which the guest paid for the extended stay.                                                          
  We regret to note that the guests remain displeased with our response as it is never our intention to make our guests feel like their concerns are not important to us, therefore whenever our guests reach out with concerns we do our best to have it resolved as soon as possible. Having thoroughly reviewed the concerns shared, as well as the correspondence with the customer support team, we feel there is very little we are able to add to this communication.                                                                              
  We take great pride in providing our guests with the very best service and a comfortable environment to enjoy which leaves us quite surprised by their feedback. 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.
  
  While we understand their position on this matter, we respectfully  are unable to accede to their  request.

   

   

   

   

  Kind Regards,

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22937643
  
  I am rejecting this response because:  this person stated that I had only given positive feedback, that is an absolute lie. The first part of my stay, there were a few days that I gave lots of positive feedback.  Like I stated in my initial complaint letter, our butlers in our initial room were great. I am attaching the initial complaint sent to Sandals.  This is the complaint that was sent from an email that they ended up restricting.

  We are currently stuck at your resort in **** due to flight cancellations and your staff not helping us rebook an earlier flight. Needless to say, I was extremely shocked to hear that we would be paying $500 a night to stay here until we could get a flight home. They claim that this was a distress rate. When I looked the rates up online, the rates were cheaper than the $500 we were charged per night. We have no access to see what restaurants are open and when they are open, unless we actually walk down and search out the restaurants ourselves *************** team in club sandals, especially ******** your manager did absolutely nothing to help us, and I felt absolutely disrespected by her.  We spoke to another supervisor named ******* who also did the complete opposite of what we asked. We spoke to a manager named. Deanial who took down plenty of notes stated he would be handing it to somebody else and that they would contact us and we have heard nothing. The first room we were moved to was flooding the countertop underneath the *** The room we are currently in is absolutely filthy and disgusting.  We have been completely pushed to the side and dismissed through all of this. Had we not gotten the help that we asked to rebook our flight, which I wouldve done had I could but ***************** stated that we needed to go through the company that booked it, and they would be able to change it, which was sandals. I am beyond disappointed with how we have been treated. I have never done a resort, vacation and my husband dropped a lot of money to make this trip special and as of now I am more terrified than anything to leave my own country ever again. I am baffled at how we as guests are being treated and I know for a fact that we are not the only ones with these complaints. I would like a phone call or a manager to rectify this situation immediately.  I am adding some videos of what we are dealing with.  Please excuse my foul language in the videos but I was and have been highly displeased 
  
  
  Thank you
  ****** *******

  Second Report opened:

  I am reaching out for I believe to be the 6th time with zero resolution to my issues.  The first email was sent on January 12, 2025 in regards to the issues we had at your resort.  Our booking # is 15005012.  In my original email, I shared a handful of videos.  I am not looking for an apology at this time as I feel like that has just been a way to brush this issue under the rug.  I am also not looking for a generic pre-typed email response.  What I am looking for is a resolution to the horrific conditions of the room for the last 3 days as well as the horrific treatment we received from ******** (Sandals Club manager).  I would like to get this taken care of immediately.  DO NOT BLOCK THIS EMAIL AS YOU DID MY OTHER EMAIL!  
  

   

  I do not appreciate being Gaslit or lied too.  Very unprofessional.
  

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

  Business Response

  Date: 02/19/2025

  Good day,

   

  Thank you for sharing the guests further correspondence. It is certainly not our intention to disregard their concerns relating to their experience. Please note that rates online are separate from that of the on property distress rate, as same day booking and arrival cannot be done via the website.
  
  We have reviewed their correspondence in its entirety along with our records of their stay and negative social media posts. The guest was assisted and given another room due to the challenges in the first room on the same day. While we understand their position on this matter, we are unable to accede to their request. Based on the foregoing we consider this matter close.

  Customer Answer

  Date: 02/20/2025

  This just shows how much this company pays attention. We were in three rooms. The third room was worse than any of the other two rooms. We spoke with three different people from management and nothing was done. This company has lied an emails claiming that it was going to executive management and yet I keep getting the same response from the same person. It is such a shame to see a company treat their customers the way they have. 

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22937643
  
  This just shows how much this company pays attention. We were in three rooms. The third room was worse than any of the other two rooms. We spoke with three different people from management and nothing was done. This company has lied an emails claiming that it was going to executive management and yet I keep getting the same response from the same person. It is such a shame to see a company treat their customers the way they have. 

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

• Initial Complaint

  Date:02/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I went the **** for our honeymoon. On Sunday of our trip it turned into a nightmare. Both, my husband and I as well as another person on the resort, were fine one minute *** blacked out the next. We do not ever drink to the point of blacking out. Reported by my husband. I have no memory of this next part...Unfortunately, while I was up walking the drugs kicked in and caused to go head first into the metal door jam. I was unconscious for a period of time. I did see medical at the resort and the claims were disregarded. The head of security and customer relations were notified as well and again disregarded what happened. This was in January of 2023. To date I still have a concussion. I have lost my job, can't drive, live on 15 different medications just to lower the headache.There was a report made at the resort when this happened as well as with customer service after we got home. ********************** refuses to give us any answers. I am 41 and now disabled and on social security disability due to this injury on the resort. I would like my trip refunded considering this injury changed our lives forever. Take accountability and try to make this right.

  Business Response

  Date: 02/17/2025

  Good day,

   

  Thank you for sharing the clients correspondence with us. We regret to note the incident which occurred during their stay at our Sandals Ochi property. At this time the incident is open and under review by the executive team. Once the review has been completed we will revert to the clients directly with a resolution. We greatly appreciate their patience at this time.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22937290
  
  I am rejecting this response because: There was an investigation opened April 9, 2024. The executive administrative assistant was giving me updates and then it stopped. After that I spoke with the *** manager but now that person will not return calls. It has been over 2 years since the injury and almost a year has past since there was finally an investigation started. I feel this is just another way that Sandals is trying to "sweep this under the rug" like it has been from the beginning.
  Sincerely,
  
  *** *******

  Business Response

  Date: 02/19/2025

  Good day, 
   
  
  Thank you for sharing the guest  's further correspondence. We wish to reassure the guest that the matter is currently under review and has not been closed. Once the review has been completed we will certainly reach out to the guest with a final response.                                                                                            
  We sincerely apologize for the delay and kindly request their continued patience while our executive team work to resolve this matter amicably.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22937290
  
  I am rejecting this response because: it took around 15 months to get an incident number for this injury. It has been another 10 months with calls not being returned and only being told "I'm so sorry this happened to you". I am requesting that is complaint with the BBB stay open until the company follows through on contacting me with a resolution. I do not trust that there will ever be a resolution without this.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 02/24/2025

  Good day,
  
  Thank you for sharing the guest's additional feedback. Kindly note that the executive team is finalising their review on this matter and a response will be sent to the client directly within 48 to 72 business hours.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22937290
  
  I am rejecting this response because: Although I did receive an answer within the time frame I was told I would get one, I still reject the response. There have been other cases of couples being drugged, drinks spiked, and methanol in alcohol bottles. The only way these situations happen is because people have a drink. There have not been any situations reported of a guest having this happen to them that havent had an alcoholic drink. This gives Sandals the out. Sandals is able to blame the guest because of this. I was 39 at the time this injury happened. It was not my first time drinking. I know my limits. I know not to put myself in dangerous situations. Sandals needs to take responsibility for their actions as a company. My husband and I have life long trauma from the events that occurred as a result of choices made by employees at the resort. There are other people besides us that have trauma from actions of employees at Sandals resorts. I'm thankful I became unconscious in my room so I was not raped like some of them were. This doesn't change the fact that my husband and my lives will never be the same.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 02/28/2025

  Good day,

  
  Thank you for sharing the guest's response. We have noted that a comprehensive investigation was completed and based on the findings the resort is not liable for this incident. There was no proof found in relation to allegation of  staff adding drugs to the guests' drinks. 
  As per the guest's injury report, the guest stated that she was drinking , got back to her room and took a shower. Upon exiting the shower she slipped and fell, hitting her nose on the bathroom door and her head on the bathroom floor. As per the nurse's log the guest denied any loss of consciousness. The guest was recommended to be transferred to a hospital for further evaluation, however she refused the medical advice and signed the refusal form.
  Based on the forgoing we remain firm in our decision.
  
  
  Kind Regards,

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22937290
  
  I am rejecting this response because: As stated previously, I did have some drinks. I am of age and it is not illegal for me to drink alcohol. What is illegal is spiking, drugging, or serving alcohol that is bootlegger. I did nothing wrong in this situation. 

  As for the nurse report, it is wrong. No were in anything that I have provided has it not been said that I was unconscious. A nurse or doctor can put anything they want in a report (I worked at a hospital and doctor's office) that doesn't mean it is accurate information. Please provide my written statement that says I didn't loose conscious at the resort.

  In regards to the shower, please provide my written statement that goes against my statement of i was passed out in the room and then after a period of time got into the shower.

  In regards to my hitting my nose on the door. Please provide this from my written statement of the injury. I hit the door jam. Hitting the door would have been easier on me. This is made of wood. I hit the door jam. The metal door jam. A wood door has some give, metal does not.

  It is 100% correct that I refused to go to the hospital. When the nurse was in our room to assist me to the nurse's station she repeated asked my husband about having a credit card with him. When the doctor got to the resort,he was more interested in our "unique" wedding rings then what was going on with me. I was not comfortable being under this doctor's care after that.

  In regards to the spiking/drugging the drinks: when werern the bottles looked into? When were the bottles tested? 

  I was getting no answers other than this be being looked into until I filed this report with the BBB. Due to the time that has passed I'm sure the bottles that were at the bar at the time of this drugging were no longer there. As stated before; since the moment this was brought to the attention of Sandals it has been "swept under the rug" and Sandals has done their best to make it that I did something wrong.

  I did nothing wrong. I was on my honeymoon. I had a couple drinks as I am of age and it is legal for me to do so.

  Sandals has been unhelpful, non communicative, and does their best to make the victim the one in the wrong.

  I am not the first ****** *** I'm sure not the last to have this happen at a sandals resort. I will continue to fight for what is right. I will forever continue to have my story heard. 

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

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially purchased my package that was on special for $2679.39. I called to cancel because I was having health issues due to my ** and I was waiting for my husband to migrate to the *** and they advised me that I could just push the date out. I kept pushing it out and for almost a year Ive asked for someone to call me back or simply give me my money back or allow me to use the money I paid on purchasing another package. Sadly no one will assist me. I finally spoke to someone that tried to help me but he was not able to have me speak to a supervisor to discuss the issue.

  Business Response

  Date: 01/28/2025

  Good day,

   

  Thank you for sharing the clients feedback regarding their booking concerns. We have noted that the reservation was booked in April of 2021 and subsequently changed on June 21st, 2021 due to medical reasons. The guest contacted our reservations team on March 14th,2022 to confirm when she needs to make a decision on her new actual travel dates.The guest called again on May 23rd to make her decision on her travel dates and resort. At this time the guest also made changes as it relates to their travelling partner. Dates were changed to May 12th, 2023 to May 16th, 2023.

  Guest also made changes to the dates on the reservation on March 03rd, 2023 and March 04th, to revise tentatively till travelling partners immigration status is cleared. The change was done at the current rate at the time of the change.
  Guests called again on November 8th,2024 and December 6th, 2024 to make changes. On December 6th,the guest requested to speak to a supervisor since she was advised that she is subject to current rates at the time of making any change. The guest was seeking to have the changes made at the rate which she initially booked at in 2021. Guests are always advised that rates are subject to change as this is part of the terms and conditions reviewed with the guest at the time of booking or making changes to the reservation. This is also listed on the invoices sent to the guest.
  The guest was advised that a review of the booking will be conducted to confirm whether her booking is refundable.
  The guest reach out on January 27th and requested to speak to a supervisor as she did not get an update on whether her booking would be refundable if she cancels. The guest was advised that the booking is non-refundable if she chooses to cancel and all changes has to be done at the current rate. The guest insisted on getting the 2021 rate which she was advised cannot be honoured.
  As of now the booking has a new travel date of May 13, 2025. The guest has been in contact with our pre travel team who has been assisting with their booking changes.

   

   

  Kind Regards,

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22865263
  
  I am rejecting this response because: I was informed that I do no have an actual credit. They informed me that I could not use the credit to purchase another package on special like I did the first time. I would like to at the very least be able to use the $2600 as credit that could be applied o any package I purchase. Which is what I attempted to do last year since a special was running. It doesnt make sense o have the credit but not be able o use it as I see do for a special like I did the first time. If I could at he very least do that I would like to use the credit without restrictions how I was Informed the first time. I dont expect the same rate I purchased it the first time.  I would just like to be able to use the credit.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/30/2025

  Good day,
  
  Thank you for sharing the guests response. Kindly note that the guest will need to speak to the reservations team regarding this request as the booking is already nonrefundable. No changes are permitted on reservations without the client being on the phone with an agent. The agent will proceed with seeking approval regarding the request which is not a guarantee that this will be honored.
  For a final resolution we ask that the guest reach out to the reservations team for assistance with their request.

   

   

  Kind Regards,

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked tour online at Sandals Antiqua and was canceled with no notification. Spoke to both tour operator and Sandals *************** to try and resolve. Outside of a refund for the cancellation there was no other compensation.

  Business Response

  Date: 01/23/2025

  Good day,
  
  Thank you for sharing the guests concern as it relates to their canceled excursion. We sincerely regret to note that the guests were unable to enjoy their booked tour as anticipated and wish to extend our sincerest apologies. Due to technical issues the tour was cancelled for the travel dates which the guests had booked.
  Our reservations team reached out to the guest via the contact number on file on January 14th to advise of the cancellation and to assist with booking an alternate tour, however there was no answer and as such a voicemail was left. An email was also sent to the guest advising of the tour cancelation. Since the reservations team was unable to reach the guest a refund was issued back to the original form of payment.
  Unfortunately we are unable to accede to the guests request for additional compensation as a full refund was issued for the tour.

   

   

  Kind Regards,

  Customer Answer

  Date: 01/28/2025

   
  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:01/19/2025

  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.

  My boyfriend and I booked a Sandals vacation through Skyes The Limit Vacations, Sandals Royal ********. Our grand total was $8,017.46, trip insurance was also purchased! Unfortunately the day before our vacation was scheduled to start, my boyfriend was admitted into a hospital, and stayed in the hospital for 1 week. After contacting Sandals Resort to reschedule or possibly be refunded; which I was NOT ABLE TO DO EITHER! They informed me that if I would have booked through Sandals directly then I would be 100% reimbursed! My complaint is to Sandals and also the travel agency Skyes The Limit Vacations LLC.

  Customer Answer

  Date: 01/20/2025

  I contacted Skyes The Limit Vacations llc, and Sandals Resort multiple times asking what my options were; how to get refunded, or possibly a credit..I did purchase trip insurance through the travel agent also. I immediately started the claim process the next day . I was extremely confused; and once again called the travel agent for help submitting the claim. Unfortunately she turned me down over and over; she stated that it was against the law In ******** travel agents could not handle any part of the trip insurance claim. She stated she could only email payment receipts. After that is when I became extremely upset and no clue which direction to turn to. I have worked in customer service for years and also in Sales..Skye (agent) most definitely could have refunded the trip herself. I would very much like to talk to a BBB representative to explain more details! I contacted the airline our tickets were purchased through initially seeking help/ guidance with the travel insurance claim; The representative I spoke with informed me I needed to contact the travel agent again ; request airline credits. My boyfriend and I were able to use some of the airline credit . Im still sick to my stomach after paying almost $9000 for a vacation for 2 people, being treated the was I was after we unfortunately cancelled due to my boyfriend spending his vacation week admittted into the hospital with Spinal Meningitis and Covid!
  

  Business Response

  Date: 01/20/2025

  Good day,

  Thank you for sharing the clients feedback regarding the shortcomings experienced with their reservation. We note that the client booked through a third party and as such we are unable to make changes or cancel to their reservation. All transactions on their booking has to be done via their travel agent who will have the terms and conditions for the guests booking.Please note that the terms and conditions are provided to the travel agent who is responsible for updating the client accordingly.

  The guest mentioned that they have travel protection on their reservation and as such they can reach out to TripMate directly to get information on how to proceed with filing a claim if they decide to go that route.
  Based on the forgoing we kindly ask that the guest reach out to their travel agent for options available regarding their reservation.

   

   

  Kind Regards,

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22831666
  
  I contacted Skyes The Limit Vacations llc, and Sandals Resort multiple times asking what my options were; how to get refunded, or possibly a credit..I did purchase trip insurance through the travel agent also. I immediately started the claim process the next day . I was extremely confused; and once again called the travel agent for help submitting the claim. Unfortunately she turned me down over and over; she stated that it was against the law In ******** travel agents could not handle any part of the trip insurance claim. She stated she could only email payment receipts. After that is when I became extremely upset and no clue which direction to turn to. I have worked in customer service for years and also in Sales..Skye (agent) most definitely could have refunded the trip herself. I would very much like to talk to a BBB representative to explain more details! I contacted the airline our tickets were purchased through initially seeking help/ guidance with the travel insurance claim; The representative I spoke with informed me I needed to contact the travel agent again ; request airline credits. My boyfriend and I were able to use some of the airline credit . Im still sick to my stomach after paying almost $9000 for a vacation for 2 people, being treated the was I was after we unfortunately cancelled due to my boyfriend spending his vacation week admittted into the hospital with Spinal Meningitis and Covid!
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/21/2025

  Good day,
  
  We regret to note the challenges experienced by the clients with getting the required assistance from their travel agent. Unfortunately we are unable to provide any booking details or make changes to the reservation. Once the client has received their invoice, proof regarding the reason for cancellation, their booking number and any other supporting information, they can file a claim through tripmate via ************ under plan number F389U.This is only if the travel agent would have purchased travel protection for the guests on their booking through Sandals. The guest can also reach out to tripmate directly via *************. We sincerely hope that this helps the guest with resolving their concerns.

   

   

   

  Kind Regards,

• Initial Complaint

  Date:01/18/2025

  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.

  Trip: 12/19/2024-12/24/2024. Trip cost $4000. We submitted a complaint to Sandals and they offered ****** points, which we refused. After multiple follow **** they have now offered to refund 1 night (~$500).I am writing to express my disappointment with the experience my spouse and I recently had during our honeymoon at Sandals Royal Bahamian and support to request a full refund for our stay. Despite high expectations based on Sandals reputation and reviews, our experience fell significantly short of what was promised. Our room in the ***************** was disappointing. The hallways were hot and smelled mildewy. The mattress was uncomfortable, you could feel the springs. We werent expecting ocean views, but our room was next door to a back gate used by employees which meant that we were disturbed by loud gate slams throughout every night. Housekeeping failed to replenish basic amenities like shampoo and restock the bar on multiple occasions, requiring us to call and request replacements.The dining experience was the most upsetting part of our trip. Many dishes were outright bad. The mac and cheese bake from room service was inedible. Multiple restaurants advertised the same bad chocolate cake under different names. Multiple dinners were so ***** that we left it on the plate to try again somewhere else. Nearly every restaurant had extremely poor service, we spent ***** hours per meal sitting and waiting. We regularly waited over an hour for appetizers or entres, and on multiple occasions, our drink or dessert orders never arrived. We witnessed other guests having the same experience, even if they had paid extra for service at the resort (we heard them express our same frustrations to their ******).Unfortunately, the combination of poor service, subpar dining, and repeated operational failings made our stay stressful and unsatisfying. This was far from the premium experience we were led to expect.

  Business Response

  Date: 01/20/2025

  ? Good day,
  
  Thank you for sharing the clients feedback regarding their stay at Sandals Royal Bahamian. We are indeed saddened to note that some aspects of their stay fell short of meeting their expectations and for this we sincerely apologize.
  Their concerns were reviewed in-depth by our executive management team and all of your concerns have been evaluated by them along with the appropriate follow-up having been done with the resort management team. We want to make sure that each guest receives the excellent service as mandated by our Chairman and please rest assured that the necessary corrective measures will be put in place to curb these issues. It is always our goal to provide an exceptional product and high level of service, and we take very seriously any comments that indicate that we have fallen short.
  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 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.
  We are truly saddened to note their less than perfect dining experiences as outlined in their correspondence. We must add that we do understand that our clients dining experience forms an important component of their overall experience. Their comments in respect of the challenges encountered with the food and beverage team have been forwarded to our Food and Beverage Director for review and action as necessary.
  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 give them a sense of value at the end of their stay.
  We have noted that Sandals Select points was extended to the guest by Resort Management which was declined and as such executive management agreed to a one night refund. At this time we must respectfully stand by our offer as we do feel that the goodwill gesture extended to them by Resort Management to be fair, reasonable and their concerns adequately addressed.

   

   

  Kind Regards,

  
  

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22829393
  
  I am rejecting this response because: no formal action has been taken or change has been implemented. Sandals replies to every negative comment online by saying the feedback has been "forwarded to the appropriate parties". We know this to not be true or to have zero impact on their operations. 3-hour meals for a bad dinner for every meal is horrible customer service. All the staff is blatantly aware of their poor performance and do not come around to offer drinks or dessert because they know there are no tips. They take your order at the beginning of the meal and you never see them again. Shameful response from Sandals.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 01/24/2025

  Good day,

   

  We regret that the guest remains displeased with our goodwill gesture and most recent correspondence. Please know, it certainly was never our intention to disregard their concerns relating to their experience, 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 wish to assure them that it is never our intention to disappoint their 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 their feedback.
  
  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.
  
  Without in anyway minimizing their concerns, we do feel that the goodwill gesture offered has been fair and their concerns adequately addressed.
  

   

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

   

   

  Kind Regards,

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I paid over $7000 for a trip to ******* Sandals Royal Caribbean. I called and made some adjustments and was told I would be refund led $5.55 and was charged $2,792.44 which resulted in me being charged overdraw fees. I called the next day and was told it would take 7-10 days to get my money back. Sandals stole money from me and interest. I want my money back immediately and some sort of upgrade for my trouble. This is unacceptable.

  Business Response

  Date: 01/01/2025

  Good Day, 

  Thank you for reaching out to us on behalf of our mutual client. Upon review, it is noted that the refund amount of $2792.44 was requested for processing to be sent back to the guest's credit card. While we acknowledge the request for the funds to be returned immediately, we must allow to allotted time frame on the bank's end to have the refund reflected on the guest's account. The funds will reflect within 7 - 10 business days. 

  Kind Regards, 

  Customer Answer

  Date: 01/11/2025

   
  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:12/09/2024

  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.

  The treatment that my husband and I received at Sandals Curacao, 10/27/24- 11/1/24 was undeniably the worst I have ever been treated at any resort let alone a Sandals resort. The staff at ****** lacked professionalism, lacked organization, and total disregarded for peoples safety. -We tried multiple nights to get a reservation and were told that there were none available during our stay. After our third attempt, we were able to get reservations at ******* for Thursday, 10/31 at 8 pm. -The power went out for approximately 2.5 hours. -The pool closed early for 2 days. As my husband and I were in the infinity pool, a guest noticed that the glass had been picked apart and tape had been put in place to cover the damages. I was met with total fear for the safety of my unborn child, husband, and other guest after learning that a few years ago the infinity pool collapsed and several guest were injured. The only notification we received was a sign saying pool closed for treatment. -There was never a bill left in my room or emailed to me. My husband and I went on two excursions all booked through sandals and purchased pictures through sandals as well. We signed additional paperwork saying that we authorized them to charge the card on file for the excursions and pictures. We went to club sandals prior to departing. I received a printout and checked out. Prior to departing, a staff member came onto the bus and escorted us back to club sandals for an unpaid balance. The bus was full of guest and I so embarrassed. We then again signed more paperwork authorizing the card on file. The staff were so unprofessional and did not seem to know what they were doing. I briefly spoke with ******, the operations manager, due to other guest waiting on the bus to get to the airport. I sent an email once returning home. I received a response that my complaint would be reviewed. I have not yet received a response. Its been over a month.

  Business Response

  Date: 12/10/2024

  Good day,  
  
   
  Thank you for sharing the guest's experience regarding their stay at Sandals Royal Curacao. We reg ret to note the challenges experienced during their stay and wish to extend our sincerest apologies.                               
  Dinner reservations can be made prior to travel on the Sandals app as well as on arrival at the resort. Please note that this is on a first come first serve basis, we apologize for any challenges experienced with making reservations for restaurants which require same on property.                                                                                 
  The health and safety of our guests is of paramount importance to us therefore there will be times when the pools will be closed at different times so as to ensure proper cleaning and treatment. We would not place guests in an environment knowing that it is unsafe, rest assured that proper checks are regularly conducted so as to ensure that any issues with the amenities offered are rectified urgently.                                                                                   
  Our front desk and concierge agents pride themselves on being very responsive and have always been known to be very friendly, professional and helpful, therefore we were surprised to note their experience was not similarly positive. We sincerely apologize for any lapse of service in this regard.    
  

  At Sandals, service is a top priority, and we pride ourselves in being able to meet and exceed our guests expectations, which is why it was disheartening to review their feedback. We recognize that being open to feedback from our valued guest allows us to implement significant improvements to our product and services for the future. As a service-oriented organization our top priority is ensuring that the service delivered to our guests exceeds their expectations, therefore we regret any lapse in our service delivery .
  
  We understand the importance of ensuring that your time spent with us is a memorable one. It is upon this basis that we try continuously to recruit, train and re-train our team members to standards of service that will guarantee our clients comfort, convenience and satisfaction. We sincerely regret that the services extend to you was not to your satisfaction. Sandals and Beaches hold all resorts at a high standard and Sandals Royal Curacao is no different.
  
  We have not received any correspondence from the guest regarding their experience. A search was conducted using their email and booking details and have not found any complaints submitted. We encourage guests to reach out directly to the customer support team at ******************************************* once travel has been completed to share their experience. Once received the details are reviewed and a response sent with 5-7 business days.          
  
  While we will respect any decision they make, we do hope that they will consider visiting with us again and we look forward to the opportunity of creating a more flawless experience for them.

   

   

  Kind Regards,

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22659767
  
  I am rejecting this response because:

  I sent an email to the director of operations as soon as I returned home. This is my second sandals vacation. My first sandals experience was for my honeymoon where we stayed at *************** in 2021. Our experience was amazing. This is why we decided to book with Sandals again. We booked our 3 year Anniversary at Sandals Curacao. I was very surprised and disappointed with this resort. The treatment we received was by far the worse I have ever experienced at any resort. This is the first time I have ever filed a complaint as I understand that unfortunate things happen on vacation however my experience was so bad I feel that this matter has to be addressed appropriately. I will attach copies of the emails sent. 

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

  Business Response

  Date: 12/11/2024

  Good day, 
   
  
   We have noted the guests email to the Resort Team, to which they would have been responded to by the Operations Manager. We regret to not the guests dissatisfaction with their response. Please note that the Customer Support team received no email from the guest. We once again apologize for the challenges experienced and hope that this experience does not deter the guest from visiting with us in future.

   

   

  Kind Regards