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:12/04/2024

  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.

  During our stay at Sandals ********************, we encountered significant health hazards that made the experience not only uncomfortable but unsafe. Stray dogs roamed freely across the resort, including dining areas, climbing on tables, and even biting a construction worker in front of us. These dogs posed severe health risks, such as rabies, leptospirosis, and other bacterial and tick-borne illnesses, yet no measures were taken to address this danger despite multiple complaints. Adding to the health concerns, the replacement villa we were moved to after experiencing water leaks had an overwhelming smell of mildew and visible mold growth on the ceilings. Prolonged exposure to these conditions caused us persistent respiratory irritation, including coughing and difficulty breathing. Despite notifying the staff about these issues, they failed to address them adequately, leaving the room in an unsafe condition. These hazards not only ruined our honeymoon but also highlighted the resorts disregard for guest safety and basic hygiene standards.

  Business Response

  Date: 12/05/2024

  Good day,

   

  Thank you for your feedback regarding your experience at Sandals ********************. We appreciate you taking the time out to bring their concerns to our attention and thank them for having selected Sandals ******************** as their Caribbean destination of choice.
  It is disheartening to note that some aspects of Their stay fell short of meeting their expectations. This is certainly not indicative of the norm for us and for this we sincerely apologize.
  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 clients 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.
  Please be assured that the accommodation at our resorts are of a high standard, however, given the constant use, a certain amount of wear and tear will occur.  We are constantly upgrading, all in an effort to allow our guests the comparable standard of accommodation that we are known for.
  Their comments regarding dogs at the resort have been noted. We are sure that you can appreciate, with any open-air concept resort; it is a challenge preventing small domestic animals such as dogs from wandering in and out. We would like to assure you that the dogs are in good health, as they have regular assessment done by a certified Vet. Guests are discouraged from feeding them as this encourages the dogs to come back and linger in public spaces. Nevertheless, there are many guests who are dog lovers and who insist on petting and feeding them. We do regret if they experienced any discomfort in this regard and we offer our sincere apologies.
  As a customer focused organization, it is always our aim to ensure our guests have a memorable experience; 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 your 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 which also gives them a sense of value at the end of their stay.
  
  Having thoroughly reviewed their concerns shared, along with our on property logs we have noted that the guests were moved to another villa when they shared the concerns and were offered a goodwill gesture of one(1) credit night due to the challenges experienced. We observed that the voucher on file has also been signed which indicates that the offer was accepted.
   At this time we must respectfully stand by our offer as the goodwill gesture extended to them by Resort Management was accepted and singed of on. We do believe that their concerns have been adequately addressed by our Resort Management and Customer Support Team.

   

   

  Kind Regards,

• Initial Complaint

  Date:11/21/2024

  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.

  We were currently on your Antigua resort celebrating our 15th year wedding ********************* and unfortunately we are shocked and extremely disappointed with an experience to which point we have decided to share these circumstances with yourself. My wife and I were casually walking in the beach and decided to come back to the boardwalk and we were stopped by security (while other couples were not). We were in turn asked about our room number, last name, first name, day of arrival and departure and then we were further questioned when my name did not seem to be on the list. We were puzzled as to why other couples were allowed to freely move from the beach to the boardwalk while we were stopped and questioned; policy or perspective were not communicated at the time of the interrogation. While we appreciate policy and the overall safety related to the facility one is also judgement by the consistent application of said policy. Being of black decent we are fully aware of profiling and the associated bias and profiling. This experience has been a humbling, disturbing, surprising, and embarrassing event that has truly affected our spirit. On the day in which we are to celebrate our anniversary and continued appreciation for Sandals and what it aspires to be, we are in-turn scared by an infraction on our humanity and associated rights. We simply ask to be treated as every other client/visitor to your world renowned facilities. The colour of our skin should not dictate treatment or any degree of preference. On the day that we are to celebrate our continued love we are reminded of the bias, and inequities that exist in our society.

  Business Response

  Date: 11/21/2024

  Good day, 
   
  
  Thank you for sharing the guest's concerns regarding their experience at Sandals **************. We regret to note the guest's disappointment as it relates to the interaction with the security personnel on the beach. We apologize for any feeling of discrimination this interaction may have caused . Our security personnel on the beach from time to time will interact with people coming from the beach onto the resort, to verify that they are guests at the resort, in an effort to ensure that locals accessing this public beach do not breach the property.     
  
   At Sandals we welcome all guests regardless of race, nationality, religious affiliation etc. and certainly do not condone any of our team members discriminating our guests. Once again we do sincerely apologize for any misunderstanding which this interaction may have caused. The safety of our guests is of paramount importance to us as well as ensuring that the amenities provided are solely used by our guests.                                                                          
  

  We certainly hope that this experience does not deter the guest from visiting with us in future.

   

   

  Kind Regards,

  Customer Answer

  Date: 12/11/2024

  The issue is not the policy but the application of said policy. There were several folks coming in from the beach at the point in time - the only folks that we stopped and questioned were in fact people of colour hence this is not simply a feeling or interpretation related to the policy but in fact a conscious and deliberate behaviour. 

• Initial Complaint

  Date:11/18/2024

  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.

  We are to be travelling with our friends to Sandals, **************. For some reason, the reservations were made in two parts for the two couples. I had access to the first reservation and not the second. I paid what I thought was the full amount of $5,104.20. I called today because I didn't see the full dates on my reservation. The first reservation was for one night, flights, massage, and trip insurance. I was never billed for the remaining 3 nights. They cancelled the reservation for the remaining three nights because of lack of payment. Because I did not have access to the second portion of my reservation, I mistakenly thought I had paid the full amount. I called today and that's when they told me they cancelled our reservation for 11/27-11/30. The rooms we booked were no longer available. Because we need a place to stay for the three nights in **************, we booked the Honeymoon room because it was the only one available at an additional cost. After that was sorted, I called to be sure that our second reservation was covered under the travel insurance. It was then I was told we had a balance of $2,000.00+. I said I was positive we were paid in full and I have receipts. I was on hold for a period of time and was told we were all set and had no balance. At this point, we have no faith in Sandals. Unfortunately, lack of faith and very poor customer service is not a valid reason for cancelling our trip. I was told if we cancelled, we would be given vouchers to Sandals. We have no interest in going to one of their resorts at this point. We don't trust them. Very little information has been emailed to us - we did not receive our insurance policy, nor were we notified when they cancelled part of our reservation. We may not have a legal leg to stand on, but this experience is worth sharing to the BBB.

  Business Response

  Date: 11/19/2024

  Good day,
  
  Thank you for sharing the guest's feedback regarding their pre travel experience with our reservations team. We have reviewed the reservation and noted that the guest was booked for one night in one room category and the remaining three nights in another room category. The reservation was done as a split stay due to accommodation not being available for the full four nights of their stay. We have noted that an invoice was sent to the guest's email for each part of their stay. This would include the dates of stay, the room category, payments, balance, and any additional purchases on the booking, including insurance and tours.
  At the time of securing the reservation the rates would have been provided to the guest.
  On September 30th the guest's card was auto charged for the balance on the reservation. All guest's are informed of the final payment date as well as the auto charge policy.
  On October 8th, we noted that the guest had filed a charge-back with their bank for the auto-charged amount. At this point the bank would have had the funds therefore the booking was once again showing a balance due. 
  There were attempts made to contact the guest regarding the balance on October 10th, 12th and 13th.
  On October 16th the reservation was cancelled due to non payment. A cancellation invoice was sent after the cancellation. A further review proved that the charge-back was filed twice on the reservation.
  On November 18th the guest reached out stating that they are booked for only one night. It was explained to them the reason for the second portion of their stay being cancelled.
  Due to there being a charge-back with the funds currently under control by their bank we are unable to issue a refund or reinstate the booking without payment. For further assistance with their booking, they will need to reach out to the reservation department.

   

   

   

   

  Kind Regards,

  
  

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22573307
  
  I am rejecting this response because:  

  There was absolutely no communication with me.  It was not my card that was charged.  **** ****** made the original reservation and in February I called to set up payment for the reservation.  I had my card on file.  Please check your records because in spite of having my information as I paid over four thousand dollars to confirm my reservation, paid for trip protection, and a spa service, there was NO communication with me.  When I called in February, I gave my email address ******************** and my card was on file.  Why would I pay $5,000.00 for one night?  My flights were scheduled for November 26th going to *********** and returning on November 30th - where would we stay the remaining three nights?  This makes absolutely no sense.  It sounds to me like it is a clerical error as they should have updated their records in February with my information.  It was Sandal's responsibility to communicate with me, ******* *****, as I made a separate payment and provided my contact information.  I can provide receipts to prove it but I can not provide emails from Sandals letting me know my reservation was at risk - they charged ****** card - not ours.  

  It took two customer service agents to help me sort what exactly happened.  His name was ***** and he was very helpful.  

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

  Customer Answer

  Date: 11/19/2024

  Here is the summary of my first chat on November 18th.  The other communications were over the phone.

  Customer Answer

  Date: 11/20/2024

  Good morning,

   

  Here are chats I had with another Sandal's representative in March.  It was this chat that I was told I would be updated on invoices.  

   

  *******

  Customer Answer

  Date: 11/20/2024

  My apologies for uploading pdfs of chats without an explanation.  I noticed this morning that on March 6th of this year *** (Sandal's representative) told me she updated my account so that I would receive invoices for both reservations.  Clearly did not happen.  It would be great if they could review their records to see when/where communication was sent to me stating that I had a balance for the three nights.  I have looked over my emails many times.  Interestingly enough, since November 18th, I have been getting emails from Sandals.  

   

  Thanks for your help.  I reached out because I was getting no where with their customer service.

   

  Best regards,

  *******

  Customer Answer

  Date: 11/20/2024

  Hi *****,  

   

  Thank you for your email.   

   

  To answer your question,  No I did not request a charge back.   

  I think what happened was they did not update their records to send invoices to me as they said they would on March 6th.  They must have changed Jacks card for my balance.    He requested the charge back.   He was under the impression that I was in communication with Sandals and I was not.   My credit card ends in 9442.  

  If you need documentation of my credit card statement, I can provide that to you.  At this point, I would be ok if they removed the extra cost of rebooking that I was charged because they canceled my reservation.  I believe that to be around $500.   

  Business Response

  Date: 11/21/2024

  Good day,

  
  Thank you for sharing the guest's feedback regarding their pre travel experience with our reservations team. We have reviewed the reservation and noted that the guest was booked for one night in one room category and the remaining three nights in another room category. The reservation was done as a split stay due to accommodation not being available for the full four nights of their stay. We have noted that an invoice was sent to the guest's email for each part of their stay. This would include the dates of stay, the room category, payments, balance, and any additional purchases on the booking, including insurance and tours.
  At the time of securing the reservation the rates would have been provided to the guest.
  On September 30th the guest's card was auto charged for the balance on the reservation. All guest's are informed of the final payment date as well as the auto charge policy.
  On October 8th, we noted that the guest had filed a charge-back with their bank for the auto-charged amount. At this point the bank would have had the funds therefore the booking was once again showing a balance due.
  There were attempts made to contact the guest regarding the balance on October 10th, 12th and 13th.
  On October 16th the reservation was cancelled due to non payment. A cancellation invoice was sent after the cancellation. A further review proved that the charge-back was filed twice on the reservation.
  On November 18th the guest reached out stating that they are booked for only one night. It was explained to them the reason for the second portion of their stay being cancelled.
  Due to there being a charge-back with the funds currently under control by their bank we are unable to issue a refund or reinstate the booking without payment. For further assistance with their booking, they will need to reach out to the reservation department.

   

   

  Kind Regards,

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22573307
  
  I am rejecting this response because:  This is the same response they gave earlier and it makes no sense.   We are here in *********** and asked them to confirm our email and phone numbers.    We were told they couldnt do that.   Its unfortunate- this place is nice but the reservation situation is shady at best.  Seems as though  they made a clerical error which happens.    We are not upset with the error we are upset that they didnt own up to it and make things right, resulting in an extra expense for us.   If we didnt come, we would have lost our $5,000.00.   We decided to come so we would only spend the extra for rebooking and room upgrade as our original rooms were rebooked already.  Thanks to the BBB for trying to mediate as we were getting no where with the representatives.    This is more than poor customer service as they are not being honest.   
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/25/2024

  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've booked a Honeymoon Room with a tropical garden view for my stay Dec 9-12, 2023 with Sandals Negril. I was given a room with a view of a staircase, zero privacy, and broken amenities. Ive tried to settle this issue with a general manager while in ******* and with the company itself once I got back. The company offered me a 1 night free stay for any future vacations. However, this company requires a minimum of 3 night stay at their property. Ive asked them to provide me with a 3 night free stay and they have declined. Their current offer of 1 free night is not comparable with my purchase of 3 nights.I would like a full refund of my purchase, as the merchant did not provide me with accommodations that Ive paid for. Additionally, merchant has engaged in deceptive trade practice and misleading advertisement.

  Business Response

  Date: 10/28/2024

  Good day, 
   
  
  Thank you for sharing the client's feedback regarding their experience at our Sandals Negril property. We regret to note the guest's disappointment with their allocated  accommodations.   There is certainly  no intent  to deceive, mislead or create false impressions based on our advertising; this matter will be forwarded to our marketing department to be taken under advisement. We have noted as per the attached photo that the view is partially obstructed.                           
  Although we cannot undo their disappointment, we wish to assure them  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 the guest has been in  communication with the executive team where a goodwill gesture of ****** points equivalent to US$625 and 1 credit night was extended to the guest towards a future stay. Both points and the credit night can be utilised together. Based on the foregoing we respectfully stand by our offer.      
  
   
  
   
  
   
  
  Kind Regards,

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22473935
  
  I am rejecting this response because:

  Sandals offer of 1 free night is not equivalent to what I have paid for. I am willing to accept 3 free nights at Sandals resort of my choosing or a full refund. 

  You can clearly see from my originally included photo that my room was facing a staircase. There was no view of a garden. There were broken amenities in the room (ceiling fan did not work, A/C was barely working) and there was no privacy. Room window could not be open, because people walking through the staircase would see you in your bed. Cleaning crew was always cleaning the staircase and the hallway, creating a zero privacy environment for anyone staying in that room.
  
  Sincerely,
  
  ******** Liubcina

  Business Response

  Date: 10/28/2024

  We regret to note that the guest remains displeased with our goodwill gesture and our  most response . 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 take great pride in providing our guests with the very best service and a comfortable environment to enjoy, and as such we extend our sincerest apologies for any shortcomings and disappointments experienced       .
  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 minimising their concerns, we do feel that the gestures offered have been fair and their concerns adequately addressed.

   

   

  Kind Regards,

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22473935
  
  I am rejecting this response because:

  business did not attempt to make a fair compromise. Lodging provided did not meet the description provided on the website. Property manager was not present and no one did anything to accommodate us. 

  it is sad that business is not even trying to make a compatible offer. 
  
  Sincerely,
  
  ******** Liubcina

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We visited Sandals Royal Caribbean in ************** August 31- Sept 3. We purchased our first ****** service experience for our stay which was sub-par to non-existent and not as advertised by Sandals (see texts from ****** phone). Additionally, we were subjected to several poor conditions at the resort: Inoperable pool filters in the West pool which left a film in the pool which forced us out (see pics), Inoperable bathrooms in the piano bar that were left open for guest to enter and view excrement in all the stalls (see video), A strong moldy smell in the West building lobby and hallways, Little to no AC in the hallways of *********, Liquor bottles stored in the in-room bar with broken seals, Cats and kittens roaming the resort and lounging on chairs and sofas (my partner had to take ****** every day of our stay). Upon return I waiting to receive the Sandals survey to express my concerns. I engaged in email correspondence with a Ms. ***** ******* who upon receiving my discontent with her responses, decided to disengage. Despite several follow up emails to her, specifically my last in which I questioned her pressure to sign a "compromise agreement" and information on the corporate office, she refused to respond. This is not the customer service ethic ********************** attests too. Very disappointing. Please look into the incident number and the email threads that accompany it (I can send directly if you are unable to retrieve). I am a Sandals fan and have had for the most part great experiences at other resorts but was extremely, extremely disappointed in Royal Caribbean. I am also a frequent traveler to ****** and this is not suit the accommodating spirit of the Island at all! I look forward to a reasonable resolve.

  Business Response

  Date: 10/09/2024

  Good day, 
   
  
   Thank you for sharing Ms ******* concerns regarding her experience at our Sandals Royal Bahamian property. We regret to note the shortcomings experienced and wish to extend our sincierest apologies. At this time their concerns shared via the incident shared is being reviewed and investigated by a manager so that an amicable resolve can be reached. A response will be sent to the guest directly via their incident.                                                                                     
   
  
  
  
    
  
   Kind Regards,

  Customer Answer

  Date: 10/15/2024

  I have received no contact with business (Sandals) as of the complaint date. 

• Initial Complaint

  Date:10/07/2024

  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.

  Husband and I went to sandals Curacao sept 21-Sept 29. The minute we stepped foot on the property it was a constant battle till the minute we left. I have been sending emails and messages in the geno? with absolutely no response. It started with a 2 hour check in only to be placed clear across the resort than what we asked for. Im handicap and asked to be placed closer to beach. They said there was nothing they could do. I inquired about upgrading, paying for it, they flat out shut me down. Wouldnt give me time of day. Come to find out they had rooms available but no butlers. Thats the first time I asked for a refund and to be transferred.Second, we asked about what the resort offers as far as excursions, lady says absolutely nothing. They offer food and drink, isnt that enough?! Over hearing other guests mention their excursions, we tried to book online, went to talk to lady again, and she told us that they wouldnt allow taxi to come into gate to pick up. We would have to walk out to gate, 3 miles away. I was fuming and asked to be transferred again.I put my review of trip advisor, got a response back that I needed to get on the geno within resort messaging. Talked with ******* she assured us everything would get better, boy what a c*** that was. It was a constant battle of lying to our faces. There is no structure within the building. Most workings are sitting doing absolutely nothin, the ones who are killing it arent being rewarded. You have a lobby full of people and only 1 bartender. You go to the beach and save a bungalow to be in the shade, get into the ocean to hang out, only to come out and see the ****** has moved all your stuff for the people who paid more. We had to get everything ourselves, no room service. We had made reservations, only to show up for our 3 reservations for them to tell us they dont have us down. Good thing we had them print us off receipts showing in fact we did since they didnt have it on their end.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22388800
  
  I am rejecting this response because:
  Sandals didnt even take the time to call me so we can discuss my concerns and why my husband and o were so unhappy about our stay. Why were are so upset about spending so much money and being treated so badly. Just felt like a low blow once again from sandals. 
  Sincerely,
  
  **** ******

  Business Response

  Date: 10/09/2024

  Good day and thank you for sharing the guests further correspondence. We have reached  out to the guest via email in response to the concerns shared. It is a protocol for better tracking purposes that all conversations are done via email specifically in a case where a goodwill gesture is being extended. The guest was offered a goodwill gesture of Sandals Select points which is equivalent to US$750 which can be used a s a discount towards a future stay, which was declined. Respectfully, each case is evaluated on its merit and the deemed appropriate goodwill gesture is  extended as was done here. We do hope that they  will have a change of heart as we want nothing more than to welcome them  back for a completely relaxing stay. 

   

   

  Kind Regards,

• Initial Complaint

  Date:10/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip to Sandals Resort Ochi Back in March of 2023 for my 5 year wedding Anniversary. It was to be a surprise for my husband as Jamacia is somewhere he'd always wanted to travel. Our reservation at Sandals was for 7/1/2024 - 7/8/2024. In Mid-June my husband who had been having some health issues had to undergo an unexpected surgery and his recovery time conflicted with our travel dates. So, I then contacted Sandals Resort on 6/25/2024 in what my cell phone carrier statement shows was an 11-minute call. The representative I spoke with was very understanding of our situation and she apologized and sent well wishes for my husband's recovery. She then went thru the process of canceling our reservation and stated we'd receive a refund to the card I had used for payment. On 7/11/2024I had still not received said refund from Sandals so I called them again this time I was connected with a gentleman who said that he could not give me any information (but he was able to tell me my trip was still active) as I had booked my trip with a travel agent. He said I needed to go thru the travel agent to get information and was unable to review anything with me. So the nightmare continues I contacted the travel agent who was able to get the trip cancelled 7/12/2024. to date 10/04/2024 I still have not seen a refund and now Sandals is saying they have no record of my initial call and no refund is due as my trip was marked as a no show. When I have conflicting documents showing 1. I did call and talk to sandals and 2. that the trip was canceled by my travel agent.

  Business Response

  Date: 10/07/2024

  Good day,

   

  Thank you for sharing the client's feedback regarding their reservation. We have had the oppprtunity to review the reservation and noted that the guest would not have been able to call in to call in to cancel this reservation themselves as it was booked through a travel agent. All amendments or cancellations would have had to be done by their travel agent. We also do not have a record of the guest calling in on June 25th, if they would have reached out regarding their booking, they would have been advised that no details regarding their booking could be shared with them directly and would have been refered to their travel agent. As per our records the Travel agent reached out on May 02nd regarding issues with making payment online followed by a final call on July 12th, requesting to cancel the booking which was done, however this was past  the travel date which would be categorized as a no show.                                                                                                                                                                                                                      
   At no point was there any request to cancel the booking by the travel agent prior to arrival. As per our revision and cancellation policy, once guests cancel 46 days or more prior to arrival a full refund of the room portion of the reservation will be issued. At ***** days prior to arrival fifty percent of the room will be refundable and  less than 30 days the reservation will be fully non- refundable.
  Based on this we are unable to extend a refund to the guest. 

   

   

  Kind Regards,

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22382472
  
  I am rejecting this response because: I have attached my phone statement in which on page 33, and page 39 you can clearly see that I did call Sandals on 6/25 out call at 438pm CST 11 minutes, and a call on 7/11 723pm 10 minutes. On both of these calls Sandals representatives gave me information on my reservation.  Which Sandals is now stating they cannot do without going thru the travel agent I booked the trip with.  But they did in fact give me information and now I know made false statements in both of those calls. I did attempt to go thru the travel agent, and she had attempted to set up a 3-way call (as that was what Sandals had suggested to myself and my husband) with sandals herself and us on 10/11 at 4pm CST.  We waited 30 minutes with no call from the agent and I reached out via email and was met with a response from the agent that stated Sandals advised she could not do a 3-way call.  So, this is the only way I have been able to communicate and get responses from Sandals.  Before we seek other more costly options to settle this dispute, I am simply asking that Sandals returns the funds for the services that were never received and compensate us for the now 4 months of getting the run around. attempting to resolve this issue.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/18/2024

  Thank you for sharing the guests response. We have searched our system for a call made by the guest on June 25th to no avail. As per our terms and conditions as previously stated, the guests would not have qualified for a refund even if their booking was cancelled by their travel agent on June 25th.
  The travel agent reached out to cancel their booking on July 12th which was after their arrival date. Kindly note that Mr ******* reach out on October 3rd, stating that his wife used his card without his authorization to make the booking. The guest was advised that the travel has to reach out regarding any transactions on the booking.

  They proceeded with filing a chargeback for fraud, however their travel agent would have been the one to make any payments on their behalf via our automated payment system or the agent's online portal.

  The travel agent reached out again on October 11th regarding the cancellation and was again advised that the booking is fully non refundable and that the booking issue should be resolved with the guest.

  Please note that all terms and conditions of the booking is provided to the travel agent at the time of booking and via their invoice( this booking was made online). The travel agent is responsible for sharing these terms and conditions with the clients.  

  
  The guest is free to seek resolve how they see fit, as based on the foregoing we are unable to accede to their request for a refund. Respectfully we remain firm in our decision and consider this matter closed as it has been reviewed by the escallations team.

   

   

  Kind Regards,

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22382472
  
  I am rejecting this response because:

  On June 25th when I called in to cancel my reservation a representative of Sandals stated that she would cancel and refund my reservation.  She never mentioned in the phone call anything about going thru the travel agent.  I then waited for the funds to be returned to my husband's credit card.  When he received the credit card statement in July and no refund had been processed, I reached out to Sandals again and spoke to a gentle man named *****. ***** started to give me information about my reservation, and he told me my reservation was still active, then transferred me to the travel agent customer service line.  That lady I spoke to told me the same thing that my reservation was still active and she couldn't do anything without speaking with the travel agent.  Sandals representatives lied to me from the git go and gave me mis information.   I then reached out to the travel agent the evening of July 11th and she sent me conformation of the reservation being cancelled on July 12th.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/01/2024

  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.

  Filthy rooms with mold club sandals would not help with anything and actually bashed the resort said the decorations are nothing special management offered zero resolution rude staff through out the resort staff pressured my wife into giving tips

  Business Response

  Date: 10/02/2024

  Good day, 
   
  
  Thank you for sharing the guest's feedback regarding their experience at Sandals Grande Antigua. We regret to note the challenges experienced by the guests during their stay and wish to extend our sincerest apologies. 
  We are indeed disappointed to note that some aspects of their stay fell short of meeting their expectations. On behalf of the team at Sandals Gr ande Antigua  we extend our sincerest apologies. Please note that this is certainly not an illustration of the norm for us and we thank you for taking the time to bring this matter to our attention.  
  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.
  In addition, we pride ourselves on understanding the importance of ensuring that the time spent with us is a memorable one and 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 client’s comfort, convenience and satisfaction.
  As a customer focused organization, it is always our aim to ensure our guests have a memorable vacation; therefore, it is a concern when on rare occasions despite everyone’s 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 will reach out to the guests to offer 20 ,000 Sandals Select points equivalent to US $500 which can be used as a discount towards a future stay.                        
  
  Once again we sincerely apologize for all the shortcomings experienced and we look forward to the opportunity of creating a more flawless vacation experience for the guests  .

   

   

   

  Kind Regards,

• Initial Complaint

  Date:09/13/2024

  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.

  10 days ago I sent some trip made travel vouchers back to the ***** location for unique travel via certified return receipt mail to cover the balance remaining on a rescheduled trip. They are stating they dont have the vouchers and have charged me an additional $400 towards my upcoming trip in January 2025. These vouchers more than cover what was scheduled for January. I need assistance finding those vouchers and applying them to the upcoming booking.

  Business Response

  Date: 09/13/2024

  Good day, 
   
  
   Thank you for sharing the client's concern regarding their voucher and charge on their upcoming stay. Kindly note that as per the terms and conditions on the voucher, it  clearly states that the deposit needsto be paid on the booking  as the voucher cannot be applied towards the depost. We have liaised with our accounting team who have confirmed that the vouchers have not been received. Once received, the voucher is then applied to the upcoming stay.

   

   

  Kind Regards,

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22281048
  
  I am rejecting this response because: I sent them via certified mail 10 days ago.  You have to have them.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 09/17/2024

  Good day,

   

  Please note that the guest's voucher has been received and applied to their future stay.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22281048
  
  I am rejecting this response because:
  I sent you three vouchers each worth $1503.33.  From your website, it looks like you credited a total of $4400. Where is the remaining credit?
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 09/18/2024

  Good day,

   

  The guest has been advised that the voucher has since been received and applied to the booking. Kindly note that the voucher cannot be applied towards the deposit on the booking hence the reason why this was charged.

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22281048
  
  I am rejecting this response because: I am due a refund for the difference between the original deposits and the applied vouchers per your agents statements.  When can I expect that?

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

  Business Response

  Date: 10/02/2024

  Good day, 
   
  
   Kindly note that a refund in the amount of US$200 and US$98 was issued back to the original form of payment on September 16th.                                
   
  
   
  
   
  
   Kind Regards,

  Customer Answer

  Date: 10/03/2024

   
  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:09/11/2024

  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.

  I was put in contact with agent ****** ********** regarding reservations for an upcoming wedding. Initially it was communicated to me that I would pay a 10% DEPOSIT of $220 that would hold the room until I arrived, where I would then pay the rest. I verified this information over the phone and was assured the remaining balance would be paid upon arrival. I paid the $220 deposit on Wednesday, July 10th 2024. A few weeks later, I was contacted regarding an additional 25% payment for the room. At that time I decided to cancel the reservation, as it was not communicated to me that this was an installment plan, but rather a one time deposit prior to my arrival. The initial refund request was made on Friday, August 9th 2024. I did not hear back from the agent until August 29th 2024, when I reached out to ask for an update. I was promised an update by September 3rd, which was not provided. I reached out again September 10th and was told I would be sent an email with information regarding the refund. In this email I was told that although I cancelled before the penalty date, I would be receiving $96 as a refund, as the remaining balance was "insurance". At no point in my communication with the agent was any insurance policy mentioned, and when the refund was initiated no mention of this supposed insurance policy was made. The company or the hotel are trying to hold on to the additional $124, which is absolutely unacceptable given the situation and complete lack of clear communication.

  Business Response

  Date: 09/13/2024

  Good day, 
   
  
  Thank you for sharing the client's feedback regarding their reservation. Kindly note that this reservation was booked with a travel agent under a group code. Please note that the terms and conditions of their reservation would have had to be relayed to the group leader by the travel agent. The booking agent is responsible for stating the terms of this type of booking as terms and conditions may differ based on the type of booking made. Kindly note that travel protection is always non refundable and this is clearly stated on the invoice. The deposit less the travel protection has been refunded back to the original form of payment. Based on the forgoing we are unable to accede to their request for a refund of the travel protection. For futher communications regarding their booking, they will need to reach out to their group leader or booking agent for assistance.                                                                                                                                                                                            
   
  
   
  
   Kind Regards,