Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip back in July 2021 but needed to cancel my trip due to personal circumstances. We had paid $4687 for our 5-night trip. I called their customer service before the penalty period. After speaking with a customer service **** I received half of my payment back and they said the other half ($2343.50) will remain as credit for future booking within 4 years (June 2025). Yesterday, when I contacted their customer service again to use my credit towards a booking, they refused and said that the credit is "no longer of value to us since it expired on June 13th 2021". The company records all customer service calls and when asked to provide the recording for proof, this was the ***** ******* Black's) response: "The company does not provide our call recordings for external uses, further more if you review the terms and conditions via our website it will clearly give you a brief run down of the terms and conditions of our cancellation policy and the time frame in which you are allowed to use a non-refundable credit." The terms and conditions were updated on July 1, 2024 which only provides penalty dates for the years 2024, 2025 and 2026. I cannot find the terms and conditions from June 2021 since it is a web link. Current ****************** state this "Reservation revisions made within Penalty Period will be subject to the applicable provisions outlined in Clause#7.3 and/or Clause#8. Guest will be responsible to pay for any difference in price...""However, because of unclear terms and conditions in June 2021, I had called them to cancel my trip but the customer service *** stated we wouldn't be able to get a full refund but we could use the credit within the 4 years. Now, I am losing $2000 and dealing with extremely rude customer service. At this point, I will have to pursue legal action if they do not comply by showing proof of recording or providing my hard earned money back. I will not be doing business with a fraudulent company like this!

  Business Response

  Date: 09/03/2024

  Good day, 
   
  
  Good day and thank you for allowing us time to review ******************** feedback and also our records. We regret to learn of any challenges the guests may have encountered with their reservation, as it certainly not the experience we would want any of our guests to have.
  
  Kindly allow us to firstly share our cancellation policy at the time of the client's booking being made, which is available in the Terms and Conditions of the invoice which   the guests would have received after securing their booking. 
  The following minimum cancellation and/or revision charges (Penalty Period) are:
  (a) If notice is received 30 to 15 days prior to Arrival, 50% of the purchase price, including any applicable airline fees.
  (b) If notice is received 14 to 0 days prior to Arrival, 100% of the purchase price, including any applicable airline fees.  
  Based on our review, we have noted that the guest reached out on June 7th to cancel his reservation and at that time he was advised that the booking was in 50% penalties. He was then advised that he will receive 50% refund and the remaining credit on the booking has to be used within 12 months. The guest was given another option where he was       advised that he can tentatively revise the booking as far as 2024 and receive the 50% refund. The guest did not make any changes and advised that he will call back.                      
  
  The guest reached out on June 13th requesting to cancel his booking. He was again advised that he is in 50% penalties, where he can receive 50% refund of what was paid on the booking and the other 50% credit has to be used within one (1) year from the date of cancellation. He was advised that he has until 06/12/2022 to call and use the credit. He was informed that the refund in the amount of $2343.50      should return to his card within 7-14 business days.                                                   
  
  I conclusion the client is unable to use the credit as more than a year has elapsed, making the credit null and void at this time.

   

   

  Kind Regards,

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22228317
  
  I am rejecting this response because: seems like the company decides to update customers at their convenience only. If I had a credit of this large amount, they have not once stated anything to me a in written form to confirm or validate this since 2022. Not once did I receive reminders or any other written communication mentioning that I have $x amount of credit on my account that needs to be used by a certain date. Additionally, it doesn't seem like they would honor anything after I've read countless reviews from other customers about a similar situation. They initially said I have until 4 years to travel and even when I reached out they said that it would have to be used by 2024 June which is untrue because 4 years from June 2021 would be June 2025. 

  This is a large amount of money that they are not trying to honor for a valued customer. Again, I find it very interesting that they wouldn't have informed me in any written confirmation of what my credit amount is and when I would need to book my travel by. It just seems like the company is hoping to take advantage of customers and pray that they forget so they can keep their money. You can take a look at many other reviews from other customers who have faced this similar situation and it just seems very unfortunate because they simply expect a customer to forget about credit especially when it was worth over $2,000. I do not believe their response is acceptable and would strongly urge to get my money back or for them to honor my travel credit. 

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

  Business Response

  Date: 09/10/2024

  Good day, 
   
  
   Thank you for sharing the guest's further response. As per our previous correspondence, the guest was advised of the timeframe which they had to utilize the credit and travel by. Since the guest failed to reach out to utilize the credit in during the timframe advised, the credit has become null and void, and as such we are unable to reinstate the cancelled booking for use on a future stay.  Based on the forgoing we remain firm in our decision.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22228317
  
  I am rejecting this response because: Definitely not the response that is acceptable and seems like the organization just tries to take what they can from their customers. Please let me know what options I have to discuss this further or would like to issue a formal review as I know I am not the only customer who has faced this issue and simply lost $2,000 plus just without any updates or communication. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/30/2024

  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.

  On July 24, 2024, my wife and I booked a room at Sandals ********. It took over seven hours for the resort to locate a room for us. We were eventually given room 3111; however, upon inspecting the room we noticed several issues, which we took multiple photographs of. The room contained a fan over our bed that was not attached securely on the ceiling. The fan could have easily become detached and harmed myself or my wife if we were not paying attention. In addition, the air conditioning unit was not cleaned at all and was filled with dust. The bathtub was not properly cleaned as well. We were not expecting to be presented with sub-standard accommodations. My wife and I brought our concerns to the front desk and requested a better room, and we were asked to move into room 3116. Once again upon entering this room the room was not five-star quality with a clear need for renovations. After requesting for a quality room, we were given room 5111 but there were plumbing issues. Ultimately, this ordeal caused us great stress and took time away from our vacation.

  Business Response

  Date: 09/04/2024

   

   

   

  Good day,

   

  Thank you for sharing Mr. *******'   feedback regarding the shortcomings experienced during their stay at Sandals ********. On behalf of our Management Team, we regret and apologize for the inconveniences caused as a result of the disappointments experienced.
  
  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, so that   our guests can be   happy in their surroundings. We have always strived to maintain a clean and exceptionally comfortable ambiance for our valued guests and their comfort and satisfaction is of utmost importance to us. We would like to assure them 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 them that we would never intentionally place guests in a room that was not suitable your comments pertaining to same have been brought to the attention of the resort's executive management team. We do apologize for any inconvenience and any service inconsistencies they may have encountered in this regard. Please note that this is certainly not the norm.          
  We apologize for any inconvenience as it relates to maintenance issues. 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. 
  As a customer focused organization, it is always our aim to ensure our guests have a memorable time; 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 them that the concerns highlighted are viewed constructively. We acknowledge that both the minor and significant details make our guests feel special and also gives them a sense of value at the end of their vacation.  
  
  As a gesture of goodwill, we will reach out to    extend one credit night towards a future stay at a Sandals or Beaches Resort of choice. We hope that this experience does not deter the guests from visiting with us in future.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22219755
  
  I am rejecting this response because:

  We appreciate the apology; however, what we have found out is some of the rooms offered by Sandals are the responsibility of the time share owner. The pictures we have provided is in no way a representation of a five star resort. Offering one day credit is an insult. If I post the pictures for the world to see, they would agree. 
  

  My husband and I walked to the front security gate from ************ and asked if we could see the room BEFORE we paid. We were told no. The Sandals website did not have availability for the day we booked, however, resort staff found several rooms that appeared to need more work and most likely were taped closed until carpentry cleaned and updated the space. We wasted two days and finally settled on the fourth room. A credit for at five days would be sufficient. Im confident we would have enjoyed the trip if we were offered a descent, clean room. Please dont be long-winded about how much you care about cleanliness because that simply isnt true.

  In addition to this, I had an incident with the *************, which is on the property. Could you please explain why there isnt a warning sign that says, Do Not Touch. The acid in the bulb caused my skin to burn badly. No one could tell me what the tree was. Eventually after flushing my skin for 15 minutes the burning sensation subsided. 

  Sincerely,
  
  ******************************* & ***************************;

  Business Response

  Date: 09/05/2024

  Good day, 
   
  
   We regret to not the client's dissatisfaction with the goodwill gesture offered. It is certainly never our intention to disappoint our gue sts, and it is deeply regretful to note the shortcomings which they experienced. In order to come to a resolution , we would like to offer three credit nights in lieu of the previously offered one night towards a future stay and a Sandals or Beaches resort of choice.                                                                                          
   
  We hope to restore their faith in our brand and the good that we represent.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22219755
  
  I am rejecting this response because: our previous concern regarding the ************* plant on the property, which caused a rash all over my wifes hands, wrists and thighs was not addressed. Also, we want to know if Sandals is incorporated in the ************** 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/27/2024

  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.

  Wedding Anniversary Trip 3/21 thru 3/26 *********************************************************** shower. No warning signs provided that shower floor was dangerously slippery and could result in injury. Sandals has done nothing to resolve complaint.I have waited to file complaint after ensuring my wife was able to make a full recovery after 5 months of medical treatment and physical therapy.Would like an apology from Sandals and some type of compensation that could be in credit for future Sandals Vacations for my wife's injury, the money lost due to the injury, our inconveniences and most importantly how poorly we were treated at the resort by the staff after her injury. Please read the document I have uploaded.

  Business Response

  Date: 09/01/2024

  Good day,

   

  Thank you for sharing Mr. ***** feedback regarding his wifes injury during their stay at our Sandals Royal Curacao property. We sincerely regret to note this incident and wish to extend our sincerest regrets and apologies. As an organization that strives to create the perfect atmosphere for two people in love, we appreciate the importance of a stay and certainly understand the expectations of our clients. As such every effort is made to exceed their expectations.  We wish  to reassure our guests that their health and safety is of paramount importance to us and always strive to ensure that their assigned accommodations and areas around the resort are safe and easily accessible to all our guests.  We have noted that the guest made mention of the bathroom floor being slippery when wet. Our housekeeping team provides floor mats for the bathroom which are located in a storage area under the sink for guests. These are replenished daily once used along with the wash rags and towel which are placed separately in the same area.
  We do hope that ************ is recovering well at this time and without prejudice, as a gesture of goodwill we will extend two (2) credit nights towards a future stay at a Sandals or Beaches resort of choice. Once again, we thank you for sharing the clients feedback and we look forward to welcoming them in the future.

   

   

  Kind Regads,

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22203055
  
  I am rejecting this response because: The response is inaccurate to how my wife was injured.  My wifes injury during our stay at our Sandals Royal Curacao property occurred in the shower.  Sandals has stated " We have noted that the guest made mention of the bathroom floor being slippery when wet. Our housekeeping team provides floor mats for the bathroom which are located in a storage area under the sink for guests. These are replenished daily once used along with the wash rags and towel which are placed separately in the same area". The response from Sandals did not address how and why my wife was injured.  My wife's slip and fall occurred in the shower where NO mat was provided or available.  After my wife's  fall and injury and speaking to other resort guest we learned that is was a common concern with other guest that had slipped and were fortunately not injured. I would hope that due to my wife's injury and other guest concerns and injuries that Sandals would provide rubber none slip mats for showers or at least provide a warning to its guest via verbal or by signage.  Sandals response was "We wish  to reassure our guests that their health and safety is of paramount importance to us and always strive to ensure that their assigned accommodations and areas around the resort are safe and easily accessible to all our guests".  If this is a true statement from Sandals, then I would expect them to take some kind of precautions to hopefully ensure future guest are at least warned and/or mats are provided to prevent such accidents.  

  Thank you for hoping that ************* is recovering well.  It's been a long arduous adventure for the both of us. After the way we were treated by the resort staff after her injury we had stated we would never go to a Sandals resort again.  Her pain and suffering of laying in the room for 2 days and then having to cancel the remainder of our Anniversary vacation and future vacations on top of all the money lost has been very difficult for us.  However, we are giving Sandals one more chance in the near future and are going to try and celebrate our 25th Anniversary again at the Sandals in *************, ********   

  The offer of a gesture of goodwill we will to extend two (2) credit nights towards a future stay at a Sandals or Beaches resort of choice is thoughtful.  However, we feel like due to the reason the injury occurred (no safety precautions in place), the treatment by the Sandals staff after the injury, the lost time of our planned trip, the monetary loss incurred because of the injury including an extra nights stay that we were charged for, money lost to cancelled flights and money spent on new flights, medical expenses, lost work time, cancelation of future vacations and events due to being injured and just the total quality of life for the both of us being altered, we would expect some type of additional goodwill that comes close to equaling our pain and suffering as stated above.  

  Thank you for the opportunity to respond and thank you again for your response.

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

  Business Response

  Date: 09/04/2024

  Thank you for sharing the guest's response. At this tim e, we would like to take the opportunity to discuss further with our executive team in order to come to an amicable resolve with the guest. We have created an internal incident where will  communicate with the guests directly as we may need additional documentation before coming to a resolve. We will proceed with reaching out to the guest via our customer support team.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22203055
  
  I am rejecting this response because: 

  I am not going to cancel the complaint I have filed with the Better Business Bureau at this time.  I want to ensure we are going to be able to resolve this issue directly with Sandals before I close the complaint.  The reason I am doing this is because I never received a response from Sandals Royal Curacao, after filing a complaint in person before my departure and then after several phone calls filling in a complaint with no response.  I have only heard back from Sandals now after contacting the Better Business Bureau.

  I have received Sandals request via e-mail asking for receipts and medical bills relating to the injury suffered by my wife.  I have informed them that I will also include the cost of new flights, flights that were canceled and trips that had to be canceled due to the injury sustained at the resort.  I will try to have this information to them in the next couple of days.  

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

  Customer Answer

  Date: 09/23/2024

  Received Reply from Sandals on 9/4 stating the following:

  Good day,
  
  We sincerely regret to note that there was no follow up after the incident occurred and extend our sincerest apologies. We await the documentation from you so that we can move forward with an expedited resolve.
  
  Kind Regards,
  Mertricia ******
  Customer Support
  ********************** | *****************************************

  Then on 9/4 Sandals responded with:

  Good day Mr. ****************** you for sharing your feedback regarding your experience and wife's injury while at Sandals Royal Curacao. We trust that she is doing well at this time. The health and safety of our guests is of paramount importance to us, and we would like to take the opportunity to conduct a further investigation by liaising with the resort's management team as well as the executive team in order for us to reach an amicable resolve. At this time, we kindly ask that you provide any supporting documentation (receipts, medical bills etc.) which can be taken into consideration when a decision is being made regarding the recompense to be offered.
  
  We look forward to your response.
  
  Kind Regards,
  
  Mertricia ******
  Customer Support
  ********************** | *****************************************

  ** These responses were received after BBB was involved and helping me file a complaint with Sandals.  BBB stated the complaint was closed because Sandals had responded to help me directly. **

  ***  On 9/16 I provided Sandals a response with the supporting documentation (receipts, medical bills etc.) that was requested by them to be able to determine what Sandals had stated in their response would be an expedited resolve and recompense offered.*** 

  *** I followed up again with Sandals on 9/19 by e-mail and received no response. ***

  As of 9/23 I have still not received any response from Sandals in regards to my claim and complaint.  Can the BBB please help again with contacting Sandals and finding out why they have not responded with then expedited resolve and recompense offered that they promised in their e-mail responses to me. 

  I can provide copies of all communication if needed and requested

  Thank You!

  **** ****

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

  Business Response

  Date: 10/01/2024

  Good day,

   

  Thank you for sharing the clients further correspondence. We have reviewed your correspondence and note that a response was sent to the guest on September 27th by Sandals Customer Support which the guest responded to with an inquiry regarding the value of the goodwill gesture offered.  A response was sent thereafter, however if the guest received a blank email, he needs to reply to advised that response was not received. Same will be forwarded to the guest. It is more efficient if all correspondences are sent directly to Sandals Customer Support.

• Initial Complaint

  Date:08/19/2024

  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 recently travelled to the Sandals Regency La Toc Resort in ************** for our honeymoon. Sadly, we encountered several issues that are still unresolved. Our first issue was with our transportation. A Sandals representative booked our flights and never told us that we would be subject to $700 extra in baggage fees. We couldn't even bring our carry-ons onto the plane. Had we known of these charges, we would've made other plans ourselves. This was misrepresentation since our "final" invoice did not include those outrageous charges. We were also incorrectly charged for other expenses that should have been waived or credited. We paid in advance for a shopping event on the resort that was canceled. We had to ask about the refund since no one processed it or monitored the status. We returned from our trip on 8/7 and we still have not received the credit. I was also charged over $200 in error for airline travel fees that weren't legitimate. If we didn't question the charges, we would have never received a refund. We also have a future Sandals trip that we booked that we want to cancel. We foolishly applied for a Sandals credit card to finance our future trip, and we have no desire to go any longer. This company is dishonest, deceitful, and has no regard or empathy for their customers and the overall customer experience. I'm very disappointed with Sandals, since my first experience 7 years ago at a Bahamian Sandals resort for my sister's wedding was very positive. I'm not sure what happened since my last trip, but this company is money hungry and unwilling to work with their customers to do the right thing. We were charged over $1000 for things that should have never been assessed. We tried contacting customer service and our case was closed. This really put a damper on our honeymoon since we had such a negative experience in the aftermath of returning home and reviewing our finances. The negligence and apathy of this company is horrifying and incredibly concerning.

  Business Response

  Date: 08/20/2024

  Good day,

  
  Thank you for taking the time to share ***************' feedback regarding her experience with us. We sincerely apologize for any challenges encountered while booking their reservation. There is no intent to misrepresent what we offer as a brand.
  
  Our records indicate that the guest would have booked their original flights to ******** on their own via the website in Basic Economy. The client reached out on May 29th, in order to change the reservation from Sandals Royal Barbados to Sandals Regency La Toc with the assistance of a reservation specialist. 
  
  At the time of making changes the guest was advised that there was no additional charge for changes made to the flight schedule however additional baggage fees may apply due to the kind of ticket which they originally booked. The flight schedule was recapped with the guest along with the airline's confirmation code. The guest was also encouraged to visit the airline's website to select seats and to view their full itinerary. We cannot be held liable for baggage fees as the flights and class of service was selected by the guest at the time of booking. Once basic economy flights are booked and ticketed, passengers are unable to upgrade same.
  
  We acknowledge that the guest was incorrectly charged the amount of US$217.60 due to the adjustment on their booking not being facilitated in a timely manner. This amount has since been refund along with their refund for their cancelled tour.
  
  In closing we regret to note that their experience was less than expected. We certainly hope that they will have a change of heart and decide to visit with us in the future.

   

   

  Kind Regards,

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22166667
  
  I am rejecting this response because:

  My husband and I were incorrectly charged for several inaccurate transactions. We were also subject to almost $1000 in excess baggage fees due to the travel arrangements the sandals representative booked for our trip.

   

  Sincerely,
  

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

  Business Response

  Date: 09/05/2024

  Thank you for sharing the guest's further correspondence. Kindly note that the only charge which was done in error was US$217.60 which was refunded. Please note that the *** mandates were reviewed with the guest at the time of making their changes which clearly states that additional baggage fees may apply. As previously advised, the guest would have booked/selected their flights online, therefore we are not liable for additional baggage fees charged by the airline based on the class of service which the guests selected themselves.                                                                                                                                         
   Based on the foregoing, we remain firm in our decision.

   

   

  Kind Regards,

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22166667
  
  I am rejecting this response because a sandals representative booked our flights during our phone consultation to book our trip and the baggage fee information was never disclosed to us. 
  

  Had we known we would have had to pay for each carryon bag (and also had we known we had to check our carryon bags), we would have never moved forward with JetBlue. There was misrepresentation since material information was not disclosed. We therefore ended up paying an extra $630 for ridiculously unnecessary baggage fee expenses round trip. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/13/2024

  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 Beaches *********** ******* June *****, 2024. The trip was to be a surprise high school graduation gift for my daughter. We booked *************** to travel June *****, 2024 from **********, ** to *********** *******. I invited two families to join us. The one family reserved a separate villa and arrived June 14, 2024. We were to share a villa with my other friend and her minor daughter (they also arrived June 14, 2024). My friend and I paid separately for the shared villa. She paid for herself and her daughter, I paid for myself, my two minor daughters, and my mom. I believe the combined total paid to the resort was approximately $10,000. Because *************** delayed/rescheduled/canceled our flight, we missed all connecting flights to *********** *******. I immediately notified the resort to be told I must seek reimbursement from ***************! My mother submitted complaints about *************** to the BBB and the *************** of Transportation regarding reimbursement of the flight that she paid for in excess of $2,160.20. I and my family were stranded in *******, **. I do not seek a refund from the resort, instead I requested they rebook my family to a different date, however I was told because my friend arrived and used the villa (for which she paid her separate resort fee), I am not entitled to any form of compensation. I will add the following documentation as proof: (1) *** Complaint submitted by my mom (she will have to submit an amended complaint to the *** because she listed my total damages regarding the resort fee as $10,000 - she thought I paid the entire resort fee. I didn't explain to her that my friend paid her portion, and I paid my portion ($5000); and, (2) BBB Complaint submitted by my mom.This is disheartening because this is not our first Beaches vacation. We visited ************** a few years ago. That is why I booked this trip via Beaches. However, I am extremely disappointed by its response to this current issue.

  Business Response

  Date: 08/15/2024

  Good day,
  
  Thank you for sharing the clients concerns regarding their Beaches Negril reservation. Please note that at the time of travel the reservation is non refundable. 
  We have reviewed the clients reservation and noted that on June 14th which was the arrival date, ***** reached out to advise that some persons on the booking will not be able to check in due to flight cancellation. The guest was advised to reach out to an agent at the airport to confirm how soon the next flight will be leaving for *******. The guest reached out on June 15th to advise of new flight details. The guest reached out again to advise that the flight was once again cancelled. We advise that the guest files a claim with the airline for compensation for their portion of the hotel reservation as their trip was interrupted due to flight cancellation. Unfortunately we are unable to revise the booking as the accommodations was utilized by the persons who would have traveled.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22138134
  
  I am rejecting this response because:

  As the business confirmed in its response (1) they were notified approximately June 13th or June 14th to advise regarding flight delays and cancelations; (2) as indicated from the submitted documentation I/we reached out to **************** MULTIPLE agents not only at the airport including MULTIPLE conversations with **************** customer service to confirm another flight - there were no flights scheduled that date (June 13th); (3) the only available flight was from *********, ** to *******, **, to MBJ (the latter was to depart June 15th to arrive June 16th - we felt it was better to at least spend two days at the resort than to miss out completely). As such, and to reiterate, we drove 571 miles to *********, ** to board the next available flight; (4) the flight from *********, ** to *******, ** was to get us to our destination; (5) the flight from *******, ** to ******* was delayed approximately four - seven hours thus we would not have reached our destination until June 17th however and again, that flight was delayed; (6) as proven by the documentation provided via attachments to my BBB complaint to which the resort should have access to and acknowledge, complaints WERE submitted to **************** Better Business Bureau, and the *************** of Transportation. *************** has refused to acknowledge its actions and refused to compensate the portion of the resort reservation because our trip was interrupted due to flight delays and cancellations. It is unfortunate the resort is refusing to revise the booking as the accommodations were utilized by the persons who would have traveled, and who PAID for that accommodation. The person who utilized the the accommodations paid their resort fee for the accommodation so of course they would be allowed to receive such. However, due to flight delays and cancellations we were not. Further, it is ludicrous the resort will not even extend the professional courtesy to rebook our reservation that was interrupted due to no fault of ours. In our attempt to reach the resort we instead were stranded in *******, **. Additionally we drove a total of ***** (round trip from **********, ** to *********, **) in a futile attempt to reach the resort to instead end up stranded in *******, ** (*************** did provide food vouchers and hotel for two nights).

  If the resort is adamant about not rebooking my reservation for which I paid, and that we were not able to enjoy due to circumstances that were totally out of our control, I will not hesitate to take legal action against the resort. I am a single mother of two daughters, it took time and effort to arrange and pay for the trip to the resort to celebrate my daughter's high school graduation. I do not have money to give away. The resort has far more money than I, and I am outraged that it is refusing to accommodate my request to simply rebook my reservation due to the circumstances.

  I await the resorts final response after which I will proceed accordingly. Again, I do not have money to give away. I'm a single mother of two, on a fixed income. We remain devastated!

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

  Business Response

  Date: 08/16/2024

  Good day,

   

  Thank you for sharing the clients response. The guests would have booked one room which accommodated a party of seven and not two separate rooms. Based on our records the accommodation was utilized therefore we are unable to reschedule a booking which shows persons checked in and completed travel. Once again as per our policy which is provided to the guests at the time of booking as well as on their invoice, the reservation is fully non refundable at the time of travel. In the case where a guest has travel protection which we do encourage our guests to purchase, they would have been able to file a claim for the nights missed. In this instance the guests did not have travel protection therefore we referred them to the Airline for recompense, as their missed vacation was due to flight cancellations by the airline. Based on the foregoing we remain firm in our decision.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22138134
  
  I am rejecting this response because:

  First, I too stand firm in my position.

  Second, at no point in any of my responses did I state nor imply I booked two rooms as the resort inferred in its response. To reiterate, I invited two families to join us at the resort who arrived June 14, 2024: Family 1 had their own room, and Family 2 was to share the room with my family for which we split the cost to reserve. I/We had ONE ROOM. I booked the latter room under my name, ***********************, that we were to share (ONE ROOM). Yes, the room was accommodated because my friend and her minor daughter arrived at the resort - we - unfortunately - did not due to flight delays/cancellations. The resort was immediately made aware of our predicament. I have my phone log to confirm numerous communications with the resort. I acquiesce, I did not purchase travel protection, nor was I "encouraged" at any time during the process. The resorts response continues to reiterate "refund" I did not request a refund because it is my hope to travel to the resort to fulfill the gift to my daughter. My request is to rebook the dates during ********* to accommodate a party of four.

  The trip would have been our second visit to a Beaches resort: the first was Turks & Caicos. We were looking forward to, and excited about the trip to this resort - however - I am highly disappointed by its lack of empathy regarding our situation.

  It is apparent the resort is unwilling to accommodate my request. As such, I will file a consumer complaint against the resort with the ****************** of Consumer Affairs. I will proceed with legal action and bring this issue to the attention of the media.

  As I previously stated: I am a single mother of two and on a fixed income, I cannot afford to give away $5000.

  I will proceed accordingly.
  

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

  Business Response

  Date: 08/20/2024

  Good day,
  
  Thank you for sharing the client's further response. Based on the forgoing we remain firm in our decision as the client is aware that the reservation is non refundable at this time therefore and no changes can be made as it shows that the reservation was utilized. We always encourage our guests to purchase travel protection as we do understand that trip interruptions may occur. Unfortunately the client did not purchase same and as such we refer them to the airline for recompense due to the flight cancellation.We do understand the client's position on this matter, however unfortunately we are unable to accede to their request and respectfully we remain firm in our decision.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22138134
  
  I am rejecting this response because: (1) to reiterate, I did NOT request a refund; (2) the room was utilized by the person who PAID for herself and her daughter to utilize the room and who made it to the resort on a different flight therefore she and her daughter were entitled to utilize the room because she paid her portion to have such usage; (3) to reiterate, a complaint was filed with *************** and the *************** of Transportation to seek reimbursement of the COST OF THE FLIGHT; (4) *************** has failed to reimburse the cost of the flight, and therefore will not agree to pay the cost of the resort reservation fee that I paid to Beaches; (5) my request was to rebook my date to visit the resort.

  It is apparently clear that Beaches Resort will continue to refuse to accommodate my request to rebook my reservation for which I paid for myself, my mother, and my two minor daughters. As such, I have consulted with legal counsel and will proceed accordingly. I have already registered my complaint with the *************** of Consumer Affairs over this issue. My next action will be to file a lawsuit.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/26/2024

  We have reviewed the additional feedback shared by the client and we respectfully remain firm in our decision at this time. We understand the client's position on this matter and we recognize that they certainly have the liberty to pursue resolve as they see fit. Based on the forgoing we consider this matter closed.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22138134
  
  I am rejecting this response because: I have contacted media and retained legal counsel to file legal action against the resort. As such, I too consider this matter closed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/12/2024

  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 recently just stayed at the sandals location in st. *****. Upon leaving, they offer you a discount to pre book your next vacation. While chatting with one of their representatives, she confirmed twice that if you book within your birthday month, you get one free room. Once I provided my kids ages, she then said just want to make a correction, you get points in your birthday month. We ended up booking under the premises that we would be getting a free night during the birthday month. Seems to be dishonest practice to offer something and then not follow through. If they are wrong in offering something, seems like they should honor their original offer. I cannot help as a consumer that they gave false information.

  Business Response

  Date: 08/13/2024

  Good day,
  
  Thank you for sharing the client's feedback regarding their booking experience. We have reviewed the information which the guest provided and indeed the guest did provide information on another promotion in error. The agent did realize the she responded incorrectly and therefore corrected herself and provided the correct information to the guest before giving the client a quote or securing a reservation. There was no intent to mislead the guest, which is why the correct information was provided right away. Based on the forgoing we are unable to accede to the client's request.

   

   

  Kind Regards,

• Initial Complaint

  Date:08/09/2024

  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.

  Sandals cancelled our existing practically paid for ($74 outstanding balance) reservation at ***********, ******* and did not offer any restitution despite my repeated attempts to contact ***************** They did refund the airfare difference since we had to switch to a less desirable resort. We were offered $250 resort credit for going to ******* instead, but had to book for Antigua since the trip involved 2 families. I asked for one of three things: same $250 resort credit in *******, Credit of $248 for travel insurance since the new reservation was paid in full and was not cancellable, or I offered to book a room that was $1,500 more than the previous reservation and pay $1,000 with Sandals picking up the $500 difference. All my offers were rejected outright. I tried to call the **************** Number on multiple occasions only to be hung up on despite the fact that I clearly identified as a deployed Soldier calling from overseas. I have been a loyal Sandals customer for over 10 years with numerous previous stays. Nothing, but good experience in the past. This one totally changed my mind and unless Sandals fixes this injustice, my trip to ******* will be my last. All over Sandals reluctance to issue a simple $250 credit for an inconvenience they themselves created by taking my reservation and then shutting down the resort for conversion to Beaches. Oh, and by the way, I have an e-mail from them stating that the decision to do so has been long in the making, so it is not like they weren't expecting this when they took my nitial reservation and my money.

  Business Response

  Date: 08/12/2024

  Good day,
  
  Thank you for sharing the guests concerns regarding their experience with the reservations team as it relates to their future stay. Unfortunately our Sandals ********************************** would be closed for updating as of mid August 2024 and will be reopened as a family resort and no longer adults only. With the decision made by the company, all guests affected were informed of the resort's closure and provided options for cancellation or rescheduling. For guests who chose to reschedule to another resort, they were given the option of being placed in a room comparable to what they booked at Sandals ***********. Please note that if a guests had a club level room, the reservations team would seek a club level room at the new resort, which is close to that of their original booking. If the cost of the new room which is comparable is more, we would absorb the cost difference. If the guest wishes to upgrade the room to a ****** room or any room higher than what they initially booked, they would be required to pay any difference.
  Guests who move to a Jamaica resort were offered a resort credit which the guest did not qualify for as they booked for Sandals **************. We do apologize for the disruption which this may have caused and as such we worked to ensure that all guests were satisfied once their reservation was sorted out. We have noted that the guest would have received two refunds in the amount of $250.20 associated with flights and $1217.50 for changes to the room as the new room was at a lower rate.
  While we understand the guest's position on this matter, we unfortunately are unable to accede to their request.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22119615
  
  I am rejecting this response because once again Sandals chose to re-state their position and to not offer any meaningful restitution.  Also, they erroneously stated I received an airfare refund of over $500 when in reality it was half of that.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/16/2024

  Good day,
  
  Thank you for sharing the guests' response. Please note that there was no ill intent with the decision which was made by the company to relocate guests from the Sandals **********************************. As previously advised, the guests were given options available which included cancellation where they would receive a full refund. Please note that all the details regarding the options available was sent to the guests via email. The guests opted to change to Sandals ************** where the $250 resort credit was not included for that location. With the changes made to the reservation, their new assigned accommodation at Sandals ************** was less in price therefore they received a refund of US$1217.50 and for change made to the flight they received a refund of $250.20 as previously mentioned in the previous correspondence. We do apologize for any inconveniences which this relocation may have caused. Based on the foregoing we remain firm in our decision.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22119615
  
  I am rejecting this response because while am not disputing any of the facts in Sandals' response to my complaint, I still feel aggrieved since the outright cancellation of the reservations would have resulted in a 100% refund from Sandals, but would have still left me with over $1,200 loss in non-refundable airline tickets.  That was the only reason I re-booked rather than request a refund.  I fully understand Sandals' desire to remain firm in their unwillingness to compromise and offer me a $250 resort credit.  I too remain firm in my opinion that this is a terrible way to treat a loyal customer and will continue with my mission of letting the people in my sphere of influence know how unfairly I have been treated.  I will also continue my, so far unsuccessful, attempts in hearing back from the Sandals Chairman, Mr. ********************* and the Senior VP for Customer Engagement, ***************************.  Then there is the ********* Reddit and other forms of social media.  While Sandals are certainly within their right to stand firm, I too am within my rights to exercise the free speech and share my unfortunate experience with others so that they may pass their own judgement on the way Sandals conducts their business.  And all that over $250 in resort credit.  Wow!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/05/2024

  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 had the following issues with our 10-day stay at Sandals Barbados 6/22/24 to 7/2/24. Additionally, we have contacted Sandals and provided a more detailed recall of events with pictures and have not received any communication after 21 days. They promise a 14-day resolution.1.On our arrival and after being shuttled to the resort by Sandals we were not allowed access to the property unless we paid for an extra night or found a different hotel. We had previously checked with customer service and were following their instructions due to our early morning arrival.2.The air conditioning did not work properly and eventually stopped in the middle of the night. This is after we complained for four days.3.Phone did not work in our room 4.Mold in our room 5.Roaches in our room 6.The room fan was set to slow and buttons on wall did not work to change the speed.7.Dead bird in our swim-up.8.Roaches in restaurants crawling on shelves and next to us 9.Roaches on sofas at bowling alley 10.Bowling alley only had two out of four lanes working and had to wait 3 hours only to have our lane stop working.11.The door to our room had to be knocked in twice due to a faulty latch.12.Room key failed to work on occasion.13.Locked out of our room due to maid locking our patio door while we were swimming in our swim-up.14.Missed events and time with family and friends due to addressing issues with Hotel Manager 15.No pool/beach towels during all but 3 days of our stay 16. Had to change rooms due to issues with our original room only to be downgraded to a different room.17. On two of the days, we were impacted by hurricane ***** and the resort operated with minimal operation.18. People in the room near us were smoking marijuana and the smell radiated through the hallway and on our patio.My wife had been brought to tears in front of management due to all the issues that we had endured during our stay. We both were looking forward to coming home.

  Business Response

  Date: 08/06/2024

  Good day,
  
  Thank you for sharing the guest's feedback regarding their experience at Sandals ********. We regret to note the challenges experienced during their stay and wish to extend our sincerest apologies.
  Kindly note that checking at all our resorts is at 3pm. We always advise guests who would be coming in around midnight or very early morning flights that they would need to pay for an additional night or accommodation nearby. 
  
  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 your 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 whether it was from arrival to departure. 
  
  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 them was not to their satisfaction. Sandals and Beaches hold all resorts at a high standard and Sandals Barbados is no different. 
  
  Although a comprehensive preventative maintenance program exists, inevitably there will be isolated occasions where unplanned failures or breakdowns in mechanical machinery and equipment will occur. We sincerely do apologize for the discomfiture experienced as a result of the challenges experienced with the A/C, phone and door locks.
  
  Insects and pests are indigenous to the Caribbean and the tropical climate makes us susceptible to their intrusion. However, please rest assured that we have comprehensive pest and rodent control program in place with a licensed exterminator. We certainly do not get these complaints often and have recently passed all our tour operators Health and Safety inspections. Rest assured that the necessary preventative measures have been taken to avoid future repetition.
  
  We have always strived to maintain a clean and exceptionally comfortable ambiance for our valued guests as their comfort and satisfaction is of utmost importance to us. We would like to assure them 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 them 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 resort's executive management team. We do apologize for any inconveniences and service inconsistencies they may have encountered in this regard.
  
  We have noted that the resort management team extended a goodwill gesture of ****** points equivalent to US$700 which can be used as a discount towards a future stay as well as one (1) night refund back to the original form of payment. We are currently awaiting a response from the guest.
  
  We certainly hope that this does not deter the guest from visiting with us in future.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22093619
  
  I am rejecting this response because:

  We find the response and compensation from Sandals Resort to be an absolute insult. They repeatedly state that their service is a top priority and that they pride themselves in meeting and exceeding guests expectations. This clearly did not happen during our stay and management was aware of this from day one to day ten while we were on the property. As our complaint outlined, we continuously had issues day after day, in addition to taking out our time to meet with management on such issues. We should NOT have spent OUR vacation time meeting with management and discussing ongoing issues that significantly impeded our vacation. These were not momentary issues, but in fact were ongoing throughout our stay as "appreciated guests and we had to endure the frustration and inconvenience of Sandals resorts' breakdowns and flaws. We have spent a lot of money, not to mention our time in preparing for our anniversary trip returning to Sandals ******** for which we thought would be a memorable experience only to find out it was a waste of money and time on our part. It is shameful that after knowing what occurred to us during our 10-day stay, that we have reported and documented while on property, Sandals is not holding up to what they say are their "high standards" in customer satisfaction. Also to be clear, ********************** does NOT "always advise" guests to get other arrangements upon their arrival if coming in after midnight. This is proven in a phone call on June 7th, 2024, at 1:13pm between Sandals customer service and us. In addition, another couple who were on our arriving flight also received the same information from customer service and arrived at the ********************** with the same expectations as us and were turned away as well.
  
  In response to the offer, we decline, as this is in no way comparable and again an insult to what we endured during our stay. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/15/2024

  Good day,
  
  Guests would have reached out to advise that they would be arriving a day early and would stay at the resort across the street. They were advised that they would not receive the car transfer from the airport on arrival if they would be staying at another location for that night/early morning.
  The guest was advised that transfer may not be available at that time if they are heading straight to the resort and will be provided reimbursement for the taxi fare. Guests are advised and are familiar with the check in time of 3pm as well as check out time of 11am. There was no conversation in regards to the agent confirming that a room would be made available for the guests. The call was reviewed by the ************** team and a Customer Support agent independently whereby the same findings were noted. A gesture of goodwill was extended due to the challenges experienced on property and remains open should the guest decides to accept. Based on the foregoing, we remain firm in our decision. 

   

   

  Kind Regards,

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22093619
  
  I am rejecting this response because:
  

  The compensation that is offered to us now is the same compensation that was offered to us at the resort on day seven of our ten-day stay. After this meeting on day seven with the hotel management, who again offered the same compensation at that point in time that you are expecting us to now accept, further events happen that caused us to rebuke this compensation offering:

  
  1. We had roaches in our room.
  2. We had a dead bird in our swim-up.
  3. We waited three hours at *********** for our turn to bowl only to have our lane breakdown halfway through one game and having to leave as a result.
  4. We were moved to a smaller room and had issues with having to huddle in a corner to take a shower. This is in addition to having mold in our shower.
  5. Our new neighbors were allowed to smoke marijuana that radiated into our living space.
  6. We were yet again locked out of our room due to our housekeeping locking our patio door to our swim-up while we were swimming.

  
  If Sandals will be requesting us to sign an agreement and are not compensating us for the further issues noted above, then we are free to review Sandals Barbados on social media and travel websites with the inclusion of these six issues that we had to further endure but were refused compensation for, correct?
  

  Sincerely,

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

• Initial Complaint

  Date:07/29/2024

  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 arrived on July 3, for a 5-night stay. The air conditioning ("a/c") went out in the middle of the night during our first night. It wasn't restored by our departure July 8. The temp in our room was 82 or more degrees every night. No one reached out to us about the situation. We requested a fan several times. None were available. We finally received a fan Saturday night after 3 full days and 2 nights without one. We left many messages for the manager and the director of client services. No one returned our calls. Various staff told us a similar issue occurred before, and they were surprised that no one had planned for it again.We finally received a letter from management Saturday night. The letter didn't say when a/c would return. It offered 3 free nights stay IF WE PURCHASED 4 OTHER NIGHTS. It was deeply insulting and tone-deaf to try to sell a four-night visit when we were absolutely miserable from the heat, sleep-deprived, and unable to get the most basic customer service. Also, the conditions posed a health and safety risk for anyone with an underlying medical condition, the elderly and the obese. We also experienced:A canceled excursion with no explanation and later saying we double-booked excursions when our records and the Sandals app showed we did not. The receipt blamed us for booking the wrong tour. Furniture that was broken or looked shabby and water-stained A ***** in the mini-fridge cabinet which also leaked.A mildew smell in our room and hallways.The shower only had warm water. We could not take a cool shower amid high temps and no a/c.We have contacted customer service many times only to get a "we're sorry you had this experience" and "please contact customer service at this email." When we do, we don't get a response other than the offer for a discount for future stays - no refund. Photos and docs available on request.

  Business Response

  Date: 08/06/2024

  Good day,
  
  Thank you for sharing the guest's feedback regarding their experience at Sandals ***********. We regret to note the shortcomings experienced during their stay and wish to extend our sincerest apologies.
  Although a comprehensive preventative maintenance program exists, inevitably there will be isolated occasions where unplanned failures or breakdowns in mechanical machinery and equipment will occur.
  We sincerely do apologize for the discomfiture experienced as a result of a mechanical fault which affected the cooling water supply in the resort's air-conditioning cooling system. Our onsite technical team was doing their utmost best to get the situation resolved. We would never intentionally place our guests in any environment which they would not be comfortable in.
  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 to them.
  As an organization that strives to create the perfect atmosphere for two people in love, we appreciate the importance of a stay and certainly understand the expectations clients. As such every effort is made to exceed their expectations. We always embrace feedback, the positive as well as the negative as it presents the opportunity for us to review our operations and improve where necessary.
  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. Refurbishment of this resort is due to commence soon and will be converted to a family resort all in an effort to allow our guests and family the comparable standard of accommodation that we are known for.
  The resort team did their utmost best to ensure the safety and well being of the guests who were affected by the A/C issues, by providing fans etc. As a gesture of goodwill the guests were offered four credit nights towards a future stay at a Sandals or Beaches Resort of choice. Based on the voucher offered to the guest there was no mention of having to book four night to get the credit nights.
  While we will respect any decision which the guest makes, we do hope that they will accept the offered goodwill gesture in the good spirits in which it was extended. We look forward to welcoming them for a more seamless experience at another of our resorts in the future.

   

   

   

  Kind Regards,

• Initial Complaint

  Date:07/26/2024

  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 have just booked a vacation with Sandals, and upon receiving the invoice from my travel agent, I placed a deposit on the vacation. The deposit was accepted and my credit card charged. Later on, after all the initial paperwork and down payment was made, the Sandals **** ******* sent a new invoice/contract that was substantially higher and said that if I did not accept, I would need to cancel immediately but she would not honor the original invoice/contract. I just want Sandals to honor the invoice/contract they initially sent for which a deposit was submitted on. Their site no longer reflects the initial invoice/contract, but I did save a copy of it. Image attached, number 5428 is the total AFTER my payments I made are applied, and image 7290 is the original invoice/contract I accepted. The original dos not show the payments I made, while the second contract does, yet if still $1,790 higher if you account for the deposit. It is unacceptable to quote a price, take a deposit and then raise the price.

  Business Response

  Date: 07/31/2024

  Good day,
  
  
  Thank you for sharing the client's feedback regarding the rate on their reservation. We have reviewed their reservation and noted that this was booked through a travel agent. Please note that the travel agent has reached out to our pre travel team and was updated accordingly. We are unable to speak to to guest directly regarding the rates on the booking as per their contract all communications on their booking has to be done through their agent. As previously advised their travel agent reached out on July 26th and was provided with the necessary information/update on the booking. The client therefore needs to revert to their travel agent for an update.

   

   

  Kind Regards,

  Customer Answer

  Date: 07/31/2024

  My agent is not in receipt of any information other than what I have already attached here. Am I tp take it that you wish me to pay the invoice/contract that was altered after I accepted it and pai a deposit at the greater amount but you refuse to discuss the issue or why you altered the amount due AFTER I accepted the original amount? Are you refusing to discuss or explain why you raised the price AFTER I accepted it?

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22050132
  
  My agent is not in receipt of any information other than what I have already attached here. Am I tp take it that you wish me to pay the invoice/contract that was altered after I accepted it and pai a deposit at the greater amount but you refuse to discuss the issue or why you altered the amount due AFTER I accepted the original amount? Are you refusing to discuss or explain why you raised the price AFTER I accepted it?
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/02/2024

  Good day,
  
  Thank you for sharing the client's response. Please note that the travel agent was informed that there was a discount which was applied to the booking twice in error, therefore same had to be removed. Based on the invoices attached you can see that the adjustment was done to the discount section. Once again the client will need to refer to their travel agent for further details.

   

   

   

  Kind Regards,