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:07/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As we do every summer, I had plans to stay some time at the family home in ******* this month and had booked a stay with my significant other at Sandals South Coast this upcoming weekend as a treat for us while we were there, but due to the hurricane rampaging through the south western parts of the island, we had to cancel our trip. I have an auto-immune disease that is managed by medical devices that must be charged nightly and it is not safe for me to be anywhere, where power and resources are being wiped out for what the news and social media indicated for months. Before canceling, I looked on the Paisly by JetBlue site and the reservation for the hotel said it was still refundable in green so on July 5th at 12:51:44 PM EDT, I cancelled it. My flights were also canceled that same day and crdited. I was never given a refund so I called Paisly by ******* (July 11th at 12:10 pm), who called on my behalf to discuss a refund or credit, and I was told that the person answering from Sandals said no refunds and hung up on them. I then called Sandals directly at ************** at 1:13pm and the person chuckled at my request and said youre not getting a refund because Jamaicas open and also hung up. They would not listen to me explain which part of the country I was going to and how it was affected by this natural disaster or about my health conditions that would put me at additional risk. The booking # is 15898054.I follow other vacation spots and villas in ******* on social media, as I visit often, and most others in that area were recommending guests to not travel and offering credits. I checked my emails and checked online but did not see any updates from Sandals South Coast about the status of the resort, guests reservations, etc. I cant understand how Sandals does not find it fair to do the same when a category 4 hurricane has just wiped through its vicinity.

  Business Response

  Date: 07/25/2024

  Good day,
  
  Thank you for sharing the client's feedback regarding their booking cancellation. Kindly note that the clients would have booked through a third party, therefore our reservations team would not have been able to discuss the booking particulars with the guest. All communications would have been through agent. 
  At the time that the client mentioned that they called to cancel the booking was non-refundable and the resort was operational during her dates of stay July 18th to 21st. The hurricane would have impacted the island on July 3rd. Due to the fact that the guest booked through a wholesaler, her representative will need to reach out to our operations team for assistance with the option currently available for the guest. The wholesaler can reach their corresponding agent in the operations department or email ********************.
  As per the terms and conditions all communications regarding the reservation has to be between the operations team and their agent. The guest will need to reach out to their agent for an update regarding their booking.

   

   

  Kind Regards,

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22034652
  
  I am rejecting this response because: Agent from Jet Blue has called and sent emails multiple times explaining the issue. The agents were told that the hotel was not affected and there will be no resolution. The agents tried to explain the situation but still no consideration was given to the fact that I had nowhere els to stay on the island that had running water, electricity or shelter before and after my stay at the hotel. My flights for July 9th to the 28th were also canceled the same time through Jet Blue and refunded with no issues. The property may have not been affected, but the houses and buildings around hotel were demolished by the hurricane, which posed a risk health for me, hence the cancelation of my flights and hotel reservation. I have an autoimmune condition that required my medical devises to be charged every-night and my medication refrigerated. Based on the pictures and videos from multiple new outlets and social media platforms coming from the island, showing the devastation to that section of the island, my health and safety was at risk. I travel every year to the island with my family to my property in the island 45 minutes away form the hotel and it was also damaged and as of today 4pm July 25, I was told that the power lines are still down in the street at my home and there is not running water and the estimated time for this to be fixed is 6 months to a year. This is an easy fix. I have been in contact with general manager of the hotel Mr. * ********************* at ************ who was also disrespectful. I would hate for this to be on the news or social media.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/25/2024

  I have spoked to JetBlue and they have stated that if someone from Sandals would contact them with a resolution, they will contact me as it seems that Sandals will only speak to JeBlue to resolve the issue. 

  Business Response

  Date: 07/26/2024

  Good day,
  
  Thank you for sharing the client's response. We have liaised with our operations team and was advised that they have not received any requests from the agency which the client booked with which is Expedia. The reservation was cancelled by the agency on July 5th and no contact has been made to our team following this cancellation.
  As previously advised the agency will need to reach out to the operations associate assigned to their agency. Expedia can reach the agent via ************************************* to discuss the way forward.
  
  
  
  
  
  Kind Regards,

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22034652
  
  I am rejecting this response because: I have spoke to Paisley by JetBlue not Expedia, they stated that they indeed reached out by email and the team replied by email refusing any resolution. I spoke with a ******, ***** and another person who stated that they have all sent emails. Someone is not being truthful and now it's becoming a she said who said circle instead of coming to an amicable solution. It was easy for these companies to take my money, but it is so hard to return it or find a solution. 

  Paisly confirmation number:
  9046129394815

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

  Business Response

  Date: 07/26/2024

  Good day,

   

  Please note that the reservation was booked through expedia as confirmed by our operations team. Kindly note as per term and conditions when booking through a wholesaler all communications regarding their reservation is between their agency and our operations team, not the client. The reservation was canceled by their wholesaler/agency, therefore they will be the one to update the client regarding any resolution regarding this cancelation. As previously advised, no one has reached out to the operations team regarding this cancellation. Please have the agency reach out to the email provided in the previous correspondence for a resolve.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 07/31/2024

   
  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:07/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My *********** stayed at Sandals ************** June 2024. We were excited to celebrate our 20th anniversary at our first Sandals vacation. It was the worst vacation of our lives. When we first arrived to our room, it was hot & the A/C was leaking w/a puddle of the water in the room. It took a while for someone to come & he claimed to have fixed it, so we began to unpack. Shortly after, the A/C started to leak again. They finally gave us a different room, so we packed everything back up. The next room was an another problem. We had bugs all over our bathroom which took days to get taken care of. We checked in on Sunday, but housekeeping did not come to our room until Tuesday evening at 7:30pm after we complained multiple times over the phone and in person with a manager. Housekeeping only came to our room 3 times of the 6 nights/7 days we were ************ only cleaned the floor once. The pictures online make this resort seem so luxurious and romantic, but it was none of these things. Everything in the ***************************** is completely run down, most of the bartenders have attitudes & dont seem to want to be there, the food and service was not good except for at ******** which was excellent, Marios food was good, but not the service, hibachi was absolutely horrible (we all left before dessert bc it was that bad - we also heard from some others that a ***** fell from the ceiling onto the food as the chef was cooking). We were very disappointed in our first (and last) Sandals experience! We expressed our frustrations with the manager, ********, & all she kept saying was that she would give us points for a future stay as a "good will gesture" We felt as though she was trying to appease us just to get us to sign a clause stating that all feedback/reviews would have to go thru review (aka - her) before posting. Now we know why the reviews online claim that this is a nice resortonly the good reviews get posted! We told her to keep her measly ****** points.

  Business Response

  Date: 07/24/2024

  Good day,
  
  Thank you for sharing the clients feedback regarding their experience at Sandals *************** 
  At Sandals, service is a top priority, and we pride ourselves in being able to meet and exceed our guests expectations, which is why it was disheartening to review their feedback. We understand the importance of ensuring that the time our guests spend 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 were indeed disappointed to note that some aspects of their stay fell short of meeting your expectations.  Please note that this is certainly not the norm for us, and we thank you for taking the time to bring these matters to our attention.  As it relates to Housekeeping, 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, and our guests are happy in their surroundings. 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. Our attendants normally have rooms completed between 9:30 am and 4:30 pm. If a specific time is requested, we do our best to adhere to same. We are sorry if this was not accomplished during their stay and caused any inconvenience. Our teams have been reminded that we do not settle for mediocrity and any anomalies which would compromise our usual high level of unparalleled service and standards.
  
  We apologize for any inconvenience as it relates to maintenance issues relating to the A/C unit. 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 your stay. We do note however that a room change was extended under this circumstance. 
  
  We apologize for any challenges you faced with your dining experience. We are truly saddened to note your less than perfect dining experiences as outlined in your correspondence. We must add that we do understand that our clients dining experience forms an important component of their overall experience. Your feedback has been shared with the Food and ******************* team as it relates to the level of service received at the restaurants.
  
  Our sincerest apologize for the overall aspects surrounding their stay which did not turn out as expected. Their feedback is valuable to us and will help us improve in areas necessary. While we always perform upgrades to ensure that we provide the highest standard of luxury and comfort, our process is an ongoing one. 
  
  We have noted that the resort team would have extended a resort credit to take care of their spa service done on property which was accepted. We regret to note that they we dissatisfied with the goodwill gesture of ****** Sandals Select points equivalent to US$500 extended by resort management. We will reach out to extend ****** Sandals Select points in lieu of the previous points offered which is equivalent to US$875 which can be used as a discount towards a future stay.
  
  While we will respect any decision they make, we hope that the client will allow us the opportunity at creating an exceptional experience at another of our resorts. 

   

   

   

  Kind Regards,

  Customer Answer

  Date: 07/24/2024

   
  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:07/22/2024

  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.

  Chose to go to Sandals Curacao because agent said they had new tennis and pickleball. We wanted a resort with tennis/pickleball. Upon arrival and ready to play we were informed at front desk that the courts were never opened and are under construction. I reached out to Management July 4 and 5th. Very upset. *****, the Mananger and her Director said they apologized for the bate and switch as we were told one thing and got something different. The Director said on his way home on July 4th he would personally pick up raquets and ***** and arrange for us to be taken to play locally friday, saturday and sunday at 10am. Friday we waited in lobby and NOBODY showed up! The director and ***** were not to be located! Nobody reached out to us and we waited. I again complained to Sandals Loyalty and ************************* reached out and offered ****** loyalty points as an apology. He said he did the paper work and it would show in 7 days. Nothing posted and Sandals said he never did the request. I email and call, with NO resolution. We wasted a lot of $ for a tennis vacation. I have been to ******** and it was amazing, this was not.. The customer service, lack of follow through, and total disregard for our time is disappointing.

  Business Response

  Date: 07/23/2024

  Good day,

   

  Thank you for sharing the client's feedback regarding her experience at Sandals Royal Curacao. We have note the client's concerns as it relates to the lack of a readily available pickle ball/ tennis facility onsite. We sincerely apologize for any inconveniences which this may have caused. Please note there is certainly no intention to deceive guests with our advertising. 

  We have noted that the guest was in communication with on property management who tried to assist with finding a resolution to the guest's concern while on site. Management did try to reach the guest to provide an update, to no avail.
  As per the on property records we have noted where the guest was offered to use their $50 spa credit as a resort credit towards their bill at check out since they were unable to do spa services. The guests we also offered of ****** sandals select points equivalent to US$500 which they did not accept.
  We have noted that the clients reached out to our Customer Support team with their concerns where they were offered a goodwill gesture of ****** points equivalent to US$1000, however the client wanted this to be applied to their account in conjunction with the ****** points which they declined on property. The client was advised that the ****** points is the firm and final offer. The client also spoke to an agent directly who advised once again that the matter was escalated and that the offer was final.
  Please note that the points have been added to the clients account as they have reached out to confirm when it will be updated. Based on the forgoing we remain firm in our decision and consider this matter closed.

   

   

  Kind Regards,

  Customer Answer

  Date: 07/26/2024

  The response was not true. I was offered ****** points at resort by ************************* and accepted, in addition to being told to contact Customer Relations for additional compensation. ******** and the ladies at the Sandals Loyalty, in addition to ********************** can attest and confirm the ****** was accepted, and ****** said he was putting in the paperwork and that was all he was authorized to give and that Customer Relations could continue on with the complaint. If the reservations department says to go to this resort because they have Tennis and Pickleball and then you book on their sale, and then you get there and the courts were never even opened? That is a bate and switch and misinformation. Additionally, the Director and *****, the Managers total disregard for our time, advising they were arranging tennis locally and then having us wait in the lobby and never following up? This is a terrible business model and customer service issues. 

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22027654
  
  The response was not true. I was offered ****** points at resort by ************************* and accepted, in addition to being told to contact Customer Relations for additional compensation. ******** and the ladies at the Sandals Loyalty, in addition to ********************** can attest and confirm the ****** was accepted, and ****** said he was putting in the paperwork and that was all he was authorized to give and that Customer Relations could continue on with the complaint. If the reservations department says to go to this resort because they have Tennis and Pickleball and then you book on their sale, and then you get there and the courts were never even opened? That is a bate and switch and misinformation. Additionally, the Director and *****, the Managers total disregard for our time, advising they were arranging tennis locally and then having us wait in the lobby and never following up? This is a terrible business model and customer service issues. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/26/2024

  Thank you for sharing the client's further correspondence. Unfortunately we are unable to accede to the client's request for additional Sandals Select points as the offer made by the customer support team supersedes any previous offer. Based on the forgoing we respectfully remain firm in our decision and consider this matter closed. 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22027654
  
  I am rejecting this response because:

  what they did was wrong
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid over $100K for 13 rooms, airfare and $35K wedding with Sandals ***************************************. The wedding was such a disaster and no one there really cared. ****** was our "wedding coordinator" and was terrible. She kept offering apologies and refunds as we sat there on the hot beach for over 2 hours waiting for an "electrical problem. She never took charge or did anything for us. The maid of honor had to do everything. DO NOT have your wedding at a Sandals. The flowers were SO expensive and then we had about 25% of the flowers promised. Again, "Refund, Refund, Refund" while we were there, now I can't get anyone to call or email me back. No wonder you have to be paid in full 60 days before the wedding. I sent the attached 3 page letter to *********************** as instructed 10 days ago and then a follow up email 3 days ago just asking if he got my email and no response. I'm looking for the refund that ****** promised us as well as an explanation of why everything was so messed up. Please feel free to share the attachment with someone at Sandals, since Mr. ******** doesn't seem to care to respond.

  Business Response

  Date: 07/23/2024

  Good day and thank you for sharing ****************** feedback regarding his experience while at Sandals ****************. We regret to note the shortcomings experienced during their stay and extend our sincerest apologies. Please note that it is certainly never our intention to disappoint our guest especially during such a momentous occasion. Our Resort Management team along with the weddings department is currently reviewing the concerns shared by the guest and once completed they will revert to the client directly with a resolve.

   

   

  Kind Regards,

• Initial Complaint

  Date:07/18/2024

  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.

  Upon arrival and being brought up to our room, it took them 2 hours to bring our carry on luggage up to our room. We even walked back down and saw it sitting on the sidewalk still. Then while we were at the pool they brought us someone else luggage and left it in our room. We ordered room service Thursday afternoon and around the 2 hour **** we called and they forgot our order/showed it as delivered. The next time we ordered room service Friday afternoon they brought someone else's food to our room. We prebooked two massages on Friday which we have screenshots of in the Sandals app and on the day of our massage, the spa calls us and tells us our reservation was canceled. We take our phone with the confirmed appointment still showing to the spa and then argue with I guess the manager ****** about our appointment, super relaxing right before a massage. I ask who canceled it and it showed "Canceled by *********************" because its not me. So she honors our appointment and we did have our massages after all that. My husband had food poisoning Friday night going into Saturday afternoon.Saturday night we have a reservation at 8pm for dinner. After waiting at the hostess stand 30 minutes past the reservation my husband asked when we will be sat and she told us I can't sit you because nobody is leaving. Great so we sit there for about 50 minutes total before getting to our table despite the fact that we had a reservation. We sit at our table for 20 minutes and watch other tables get sat with water and bread. We didn't get water or bread so at that 20 minute **** my husband goes back up to the desk and ask if she told our waiter she sat us. She said she would go get him and be right back. So the hostess brings water and glasses and pours them. My husband grabs his and takes a drink. Sets his glass down and look at it. She gave him a DIRTY glass with lipstick on it!! Sandals has offered us "points" but we will not be returning.

  Business Response

  Date: 07/22/2024

  Good day,
  
  
  Thank you for sharing the guest's feedback, regarding their experience a our Sandals Royal Bahamian property. 
  
  We have noted their concerns regarding the service inconsistencies which they experienced during their stay.  ***** me therefore to apologize for the inconsistencies they experienced with our services and the frustration that it caused. 
  Their feedback on this aspect of our operation has been highly regarded and we deeply appreciate them bringing this to our attention. Our check in ************ is usually a seamless process and we extend our sincerest apologies with the shortcomings experienced in this regard.
  
  Sandals Resorts was created with the vision of our Chairman to provide the best service and ultimate vacation experience to our clients. From our inception to date this concept has been enhanced and our team members are provided with the requisite training in the delivery of quality customer service. 
  As a service-oriented organization we are expected to portray a high level of service, care and hospitality to our valued guests. We am sorry to learn of the service received which as a result caused some sort of disappointment to the time spent with us.
  
  Rest assured that their feedback is taken seriously and note that while we may not be able to undo any experience contrary to their expectations, our regrets are sincere. Our teams have been reminded that we do not settle for mediocrity and any anomalies which would compromise our usual high level of unparalleled service and standards as we always want our guests to have a memorable experience while staying with us.
  
  We are truly saddened to note their less than perfect dining experiences as outlined in their correspondence. We must add that we do understand that our clients dining experience forms an important component of their overall experience. Their comments in respect of the challenges encountered with the food and beverage team have been forwarded to our Food and Beverage Director for review and action as necessary.
  
  Their comments have been shared with our Resort Executive Team and the necessary department heads for review and action as necessary. We want to make sure that each guest receives the excellent service as mandated by our Chairman and please rest assured that the necessary corrective measures will be put in place to curb these issues. 
  
  It is always our goal to provide an exceptional product and high level of service, and we take very seriously any comments that indicate that we have fallen short. 
  
  As a gesture of goodwill we will reach out to extend ****** Sandals Select points equivalent to US$750 to their loyalty and rewards account which allows access to a number of benefits. 
  
  While we will respect any decision they make, we do hope that they will consider visiting with us again and we look forward to the opportunity of creating a more flawless experience for them.

   

   

   

  Kind Regards,

• Initial Complaint

  Date:07/13/2024

  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.

  WiFi was unavailable in our room. We were treated like an inconvenience. We were laughed at, we had eyes rolled in our faces, and we were dismissed. We didnt have access to restaurants, water sports, or scheduled activities. Our room ended up literally infested by termites. There was so much more than this. Our trip was not relaxing at all, and after visiting Sandals before and never having complained about ANYTHING, I was shocked with how much of an utter failure this trip was. It was only at check-out that I overheard a woman asking about the "two free nights" and I asked the staff about it and he said "oh yea, I was going to tell you about that". Its two free nights with the purchase of 4 nights and travel by July 1, 2025. Everything has felt fake, like a corporate sham, and it's ruined my trust in the brand. I sent an email on July 8, explaining in detail the customer service experience we had, specifically interactions with staff on site. I wanted a timely response to know whether we would book with Sandals again at any point, and the loyalty discount was being extended to us for one week. I just wanted to know Sandalss response before that week was up. I did not receive any response so I re-sent it July 10 requesting confirmation our email was received. Nothing. I sent it again July 12. Still nothing.

  Business Response

  Date: 07/15/2024

  Good day, 
  
  
  Thank you for sharing the guest's feedback regarding their experience at Sandals *******. We sincerely regret to note the shortcomings experienced during their stay as this is certainly not indicative of the norm for us. During the time of the guest's stay the Island was preparing and activating all emergency protocols due to Hurricane ***** which did impact the Island on July 1st. As you can appreciate due to the hurricane forecasted to impact as a category 4 or 5 most of the amenities would have had to be closed so as to ensure the safety of our guests and staff. Once all clear was given by the Government, staff would have been working towards ensuring that the resort is cleared of debris and safe for guests to utilize the offered amenities. We do not have any record of termites in the room; however, we are aware that there would have been an influx of insects associated with the rain. We do understand that this negatively affected their stay which is why a goodwill gesture of two complimentary nights was extended to the guests towards a future stay of four or more paid nights at any of our resorts.
  At Sandals, service is a top priority, and we pride ourselves in being able to meet and exceed our guests expectations. We recognize that we certainly had no control over this act of nature which would have negatively affected our guest's overall experience. We regret any lapse in our service delivery during this time. The voucher was sent to the guests via email on June 11th. If there are any further concerns, the guest can reply to the email received and a further review will be conducted and thereafter a response will be sent.
  We appreciate the guest's continued support of our brand and look forward to welcoming them for a seamless experience. 

   

   

  Kind Regards,

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21985371
  
  I am rejecting this response because:

  This response does not address the staff laughing in our faces or ignoring us altogether.  When asked what the bugs were besides the fact that they are called "island flies", we were told they didn't know what kind of bug it actually was - just that it's known as an island fly.  We understand a hurricane disrupts services, which is why we were asking for updates from management.  Management acted like everything was fine and that "everything was back to normal".  No one communicated with us, access to food was cut off, we had no WiFi and no other communication.  We traveled for July 4th, yet we need to use this "offer" before July 1, 2025.  We are kindly requesting an extension on the amount of time we have to use this offer, as well as the opportunity to utilize the loyalty booking rate for it.  It is not realistic for us to pay for another stay within a year from now.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/16/2024

  Good day,
  
  Thank you for sharing the guest's further correspondence. Kindly note that the voucher can be used in conjunction with the loyalty discount. An extension on the voucher has to be requested via ****************************************** along with the booking that they are trying to apply the voucher to. Once again we apologize for the shortcomings during their stay and hope to welcome them back.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21985371
  
  I am rejecting this response because: it still does not address the behavior/conduct of staff prior to the hurricane.  It does not address the lack of access to restaurants prior to the hurricane.  It does not address the lack of communication promised after the hurricane.  It does not make up for the money spent to come to the "most elite" Sandals property.  I would consider this settled if we were able to use the 2 complimentary nights with 2 paid nights, but due to the lack of ownership over the conduct, lack of resources, and termites in our room, I would not be willing to pay for 4 more nights to utilize the 2 complimentary nights.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/11/2024

  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.

  Book a vacation at sandals resort had to cancel it informed them at the time that I wanted a refund and for it to be in a check. was given the refund #s by accounting ***** Said it would take 21 days before we recieve the check in the mail. but Only recieved $ ****** in a check from them. Sandals resort still owe us $ ******. And keep getting the run around about the remaining balance

  Business Response

  Date: 07/11/2024

  Good day,

   

  Thank you for sharing *********************** concerns. In order to better assist the client will need to provide her booking details so that we can have access to review the reservation. Once received we will proceed and will be better able to provide a response.

   

   

  Kind Regards,

  Customer Answer

  Date: 07/13/2024

   
  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:06/26/2024

  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.

  We stayed at Sandals Ochi 5/2524-2/29/24. I originally called to book a 7 night trip for 2 rooms. Upon that first call, we were also told that each room would have a $250 resort credit. I had to call back a few days later to change the number of nights from 7 to 4 where nobody EVER told us we would lose our resort credits. I even called a few days later to book our spa services which we could use those credits towards and also asked the lady I spoke with how those credits would be reimbursed (she had all of my information/booking pulled up so she HAD to see we were only staying 4 nights). She said I would be credited once I was on site. After our trip, I called to inquire about the credits since I never saw the $500 from both rooms back in my account. I was told we lost those credits when we changed nights. I told them they need to go back and listen to all the recorded calls because I know nobody told me we lost them, even when I brought it up as I was booking spa services. They did their "investigation" and I never heard back. Kept having to call and follow up several times over the course of a few weeks. I would ask to speak to a supervisor and they never let me. I finally got an email saying "there was no mention of spa credits in the calls"...YES, I KNOW THIS! That was my whole issue! BOTTOM LINE - They told us we had the resort credits, never told us we lost them, and never corrected me or told me we lost them when I called to book spa services. Sandals should honor this and refund me $500. This is NOT the type of service I expect from a 5 star resort AT ALL.

  Business Response

  Date: 07/03/2024

  Good Day ,
  
  Thank you for sharing *************** feedback regarding her concerns with the spa credit. We reviewed this case in depth and kindly allow us to clarify that only stays that are seven nights and more qualified for the spa credit. As the guest called in to make a voluntary change of nights from seven to four they no longer qualified for this perk. The spa credit is not redeemable for cash therefore we are are unable to accede to their request of a refund. 
  
  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21906169
  
  I am rejecting this response because:

  I understand the policy and that you only get the credit for staying so many nights. HOWEVER, I was NEVER told that we would lose the credit when we switched the number of nights until after our stay. Even when I called to book spa services days after we switched nights, I mentioned that we have credits for both rooms and asked how that works and I still was NEVER told that we lost the credits. I was only told that we would be credited when we were on site. I know the person I spoke with had all of my information including number of nights staying pulled up because I gave them my booking numbers. 

  If I was told up front when I changed the number of nights, this obviously would not be an issue at all. The issue is I was NEVER told we would lose the credits when I switched nights and was also NEVER told we lost them days after I called back inquiring about spa services and how the credits worked. Sandals records their calls and I know if they truly went back and listened, they would know that nothing was mentioned about us losing the credits when we switched nights. It's only fair that Sandals honors what we were LED TO BELIEVE. It's not our fault 2 different Sandals employees failed to inform us about this change. I would like to be refunded the two $250 credits for our 2 rooms ($500 total). 

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

  Business Response

  Date: 07/10/2024

  Good day,
  
  Thank you for sharing the client's response. Kindly note that at the time of making the changes to the reservation the clients were granted an exception whereby their revision penalty fee was waive. They were then advised that the changes will be at the current rate and promotions, which means that any previous rates and promotions would no longer be applicable. Once the revision was completed a recap of the reservation was done. Once a recap is done, the guest is notified of all the promotions which their new dates qualify for. Seeing that there were no applicable promotions under the new travel period, the agent would therefore have no promotions to inform the guest on.
  Based on the forgoing we remain firm in our decision. 
  
  
  
  
  
  Kind Regards,
  
  

• Initial Complaint

  Date:06/16/2024

  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.

  My ************ eloped at Sandals Negril 10/8/22. The negligence Ive received with Sandals has been atrocious. I voiced the importance of a professional videographer. I specifically asked if they edited their work & was told they did. The advertising on Sandals website was intentionally misleading.the website states they only utilize professional ****************************** Those are irreplaceable memories! below are the issues with the video.* Cringy & difficult to watch.*My name is misspelled in the title. * Blurry shots of me walking down the aisle.*unflattering angles.* awful lighting. *The wedding rings shot is too dark & taken with the rings on the floor!! The pic isnt even centered. * no filters, templates or any editing. * We chose to elope in Jam because of the scenery. Theres not one scene of sand/water.* We paid for ************** barely seen. * We were scheduled to get married at 4PM but staff left us waiting 3 hrs. By the time we arrived my hair/make up was rained on. The videographer chose to use a bright, large light shining right on us & zoomed up to our faces at an awkward angle. * No flow.* majority of the video is my husband. very little of me.* majority of the video is captured in our room with curtains closed. * audio sounds bizarre. * video skips a scene.*song choice is terrible. * shot of the ****** dress shirt is sloppily. It is obvious the poor quality of the video is beyond repair . I'll NEVER be able to share my wedding video with my loved ones. I will NEVER have the chance to play my wedding video during my reception. We only choose to purchase a video to play at our reception for loved ones to feel included. We were so humiliated with the product we had nothing to play. Sandals has failed to provide services that meet the standards set forth on their website. We are asking for all original footage so we can have the video corrected by a professional ************* for our wedding photo book! That we never received.

  Business Response

  Date: 06/17/2024

  Good day,
  
  Thank you for sharing the client's feedback regarding her wedding video. We regret to note the guest's dissatisfaction with the finished package as it certainly is never our intention to disappoint our guests. It is not our intention to mislead based on our advertising as we certainly employ certified and trained professionals to capture the memorable experiences that our guests have during their time with us. 
  We have noted that ******************* has been in communication with our management team who has extended a refund in the amount of US$795 for her wedding video which she has declined as she feels the amount is not sufficient. The management team has tried to have a conference call with the client to which she declined.
  In order to come to a close on this matter we kindly ask that the guest respond to the email sent by our management with any further concerns that they have.
  Based on the forgoing we remain firm in our decision and await a direct response from the client to come to a final resolve.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21856819

  Ive participated in MULTIPLE calls and emails with Sandals. I wasted so much of my time constantly being lied to and given the run around.  Theres no way I could give Sandals more of my time to participate in a conference call they wouldnt show up to! I was told by CSR ******** with Snapshot Designs that I WAS going to be given a refund for the  wedding video AND photo book. I sent Snapshot Designs the EXACT way I wanted the book laid out. Its been sent 2 maybe 3 times now. The preview that I was sent had the same pictures shown multiple times on the same page. I was sent another preview that did not even contain the correct photos! I literally did the work for them. All they had to do was print the photos! for a company that swears they only use  certified and trained photographers and videographers i dont understand how your video **** doesnt know how to click print download, copy and paste. Sandals is a complete scam who have ruined my wedding experience. I have NEVER given one sincere apology. Nothing but excuses and constant gas lighting. Please do not waste your time with them! 

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

  Business Response

  Date: 06/21/2024

  We regret to note that the guests remain displeased with our goodwill gesture and most recent correspondence. Please know, it certainly was never our intention to disregard their concerns, neither do we intend to make them feel as though they have been pawned off in any way.
  
  Having thoroughly reviewed their correspondence, unfortunately, we feel there is very little we are able to add to our previous communication. We would assure them that it is never our intention to disappoint our guest expectations, and it is deeply regretted if on this occasion we have disappointed theirs.
  
  We take great pride in providing our guests with the very best service which leaves us very disappointed to note that their experience was not more reflective of this goal.
  
  We are truly appreciative of their invaluable support of our resorts and remain optimistic that they have not lost complete faith in our brand and the good that we represent.
   In addition to the refund offered, we will extend ****** Sandals Select points equivalent to US$625 to their Sandals Select account which can be used as a discount towards a future stay.
  Without in any minimizing their concerns, we do feel that the gestures offered have been fair and their concerns adequately addressed.

• Initial Complaint

  Date:06/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I stayed at Sandals Royal Carribean 5/18/2024-5/23/2024 and had a disappointing experience. Upon arrival at the Sandals Lounge in ******************* my husband and I went to grab a refreshment and noticed a ***** walking on the bar. We skipped the drink and took a seat to wait for transportation. Once at the resort we exited the shuttle and were immediately DEMANDED to tip the driver before even stepping foot into the lobby. While we have no issues tipping we do take issue with the demand to tip at a resort that labels itself as gratuities included. We did our best to overlook the issues at arrival. Little did we know we were still in store for a few more surprises. Two separate days we went to our room and were surprised with no running water. We went to the front desk and were informed that there was a water main break affecting the water supply and it was being worked on. However, there were was nothing in place for guests should the water not return. Once water was restored our room had milky water the remainder of the trip. This left us uneasy and with the need to request and use quite a lot of bottled water. We would leave our light on for turndown services only to see housekeeping walk right past our room and not service it. We had resort staff at the bar ask us if we smoked weed. I assume in an effort to sell it to us. We spent $500 at the spa for a deep tissue couples massage. The door to our room wouldn't close and while my husband received the deepest massage of his life I received the exact opposite. On our last night someone came into our room (without our consent) and set our room thermostat to 68 so that we could no longer adjust the temperature to our liking. After the trip I sent post trip feedback via the sandals website as well with a live agent over the phone and neither time received a confirmation email with an incident number or a follow up. It doesn't seem that they care about reward members. Booking ********

  Business Response

  Date: 06/03/2024

  Good day,
  
  Thank you for sharing ***************** concerns regarding her experience at our Sandals Royal Caribbean property.  We appreciate the time taken to share their concerns with us. 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. 
  
  At Sandals, service is a top priority and we pride ourselves in being able to meet and exceed our guests expectations, which is why it was disheartening to review their feedback. We recognize that being open to feedback from our valued guest allows us to implement significant improvements to our product and services for the future. As a service-oriented organization our top priority is ensuring that the service delivered to our guests exceeds their expectations, therefore we regret any lapse in our service delivery whether it was from arrival to departure. 
  
  We understand the importance of ensuring that the time spent with us is a memorable one. It is upon this basis that we try continuously to recruit, train and re-train our team members to standards of service that will guarantee our clients comfort, convenience and satisfaction. We sincerely regret that the services extend to you was not to your satisfaction. Sandals and Beaches hold all resorts at a high standard and Sandals Royal Caribbean is no different. 
  
  Their feedback is valuable to us as it helps with our ongoing improvements. While we may not be able to undo any experience contrary to their expectations, rest assured that our regrets are sincere. Our teams have been reminded that we do not settle for mediocrity and any anomalies which would compromise our usual high level of unparalleled service and standards as we always want our guests to have a memorable experience while staying with us.
  
  Their comments have been taken with a view to improvement and were shared with our Resort Management Team and the necessary department for action as necessary. We want to make sure that each guest receives the excellent service as mandated by our Chairman and please rest assured that the necessary corrective measures will be put in place to curb these issues. It is always our goal to provide an exceptional product and high level of service, and we take very seriously any comments that indicate that we have fallen short. 
  
  While we are unable to undo their experience rest assured that our regrets are sincere. As a gesture of goodwill we will extend ****** Sandals Select points to their loyalty and rewards account which holds a value of US$500 and can be used as a discount towards a future stay.
  
  While we will respect any decision they make, we do hope that they will consider visiting with us again and we look forward to the opportunity of creating a more flawless experience for them.

   

   

   

  Kind Regards,

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21792469
  
  I am rejecting this response because:  I appreciate the good will gesture of the sandals points worth $500 in credit however, I feel the credited amount is unsatisfactory as it does not even cover the cost of one night stay. We stayed at a luxury resort where we had interrupted water services, milky water post restoration, were demanded to tip in a public space before entering the resort lobby, encountered pest issues on the refreshment bar of the airport resort lounge where guest cups were accessible for use and asked by staff if we smoked marijuana. This was not the experience expected from a Sandals resort. Furthermore, it took a post trip review submitted through the website, a completed survey via email, a phone call to speak with a live agent to provide my concerns and comments and finally a BBB complaint to receive an acknowledgment and response. As a reward member who was a guest at a sandals resort in 2023 and 2024 and who left a deposit for a **************************************************************************** an increased credit. 

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

  Business Response

  Date: 06/06/2024

  We regret to note that ************* is dissatisfied with our response. It certainly was never our intention to disregard their concerns , 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 would assure you that it is never our intention to disappoint our guest expectations.
   
  We take great pride in providing our guests with the very best service and a comfortable environment to enjoy which leaves us very disappointed to note that their experience was not more reflective of this goal.
  
  In spite of our good intentions unexpected events may occur, which can cause a degree of disappointment. Again we extend our sincerest apologies for any inconveniences that this may have caused.
   
  In lieu of our previous offer we will extend a goodwill gesture of  ****** points which is equivalent to US$875. 
  
  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.

  Customer Answer

  Date: 06/07/2024

   
  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,
  
  *********************