Sandals ResortsReviews of sandals.com

Terrible service created a disappointing 25th anniversary. Had to hire a taxi to the hotel in Montego Bay because they couldn’t find the driver. Cold coffee from room service, incorrect meal orders, rude employees, and dishonest customer service before the trip. If you want a nice trip, go somewhere else! And, enjoy my review...they offered me $800 not to post the truth about their bad service.

I used to be the biggest fan but the way they treat customers with over 100 paid nights I’d disgraceful! I was unfortunate enough to be there at the time hurricane Matthew was due and they basically shut everything. All the bars, restaurants (except one buffet line) room service, butler service, tours and most activities! They also stopped serving alcohol! They promised credit nights but what I got did not even cover the cost of half of one night in the same room, at the same time of year. My issue was not that they had to close stuff, it was that even once the hurricane shifted course, so it was no longer heading for us they still kept everything shut, some restaurants only opened three days after the threat had passed! They also promised credit nights and they gave me a voucher for two nights - even though most things were shut for four days! However when I went to use the voucher to book the same room, at the same time of year for two nights they asked my for another £1200! I queried this and their response was terrible - remember I have probably spent £100k with them over the years and all I wanted was what I thought I had been promised! I promised to make sure customers knew of my experinace and they accused me of coercion, they made trip advisor remove my review - even though it didn’t breach the guidelines and have made no better offer than paying me £1200 to get my “two credit nights”. Don’t bother they treat people badly!

My boyfriend and I were traveling to Sandals resort last September for a short Bahamian getaway. We were also traveling to another resort on Nassau for the second half of our trip. Unfortunately, Hurricane Irma disrupted our arriving flights (postponed by a day and then cancelled) and outright cancelled our return flights completely. The Island was evacuated during this hurricane. Sandals resort was absolutely horrific to deal with and not only refused to refund our money (while the other resort refunded our money quite easily) they would not provide us the necessary documentation to receive compensation from travel insurance provided on my credit card! First, Sandals offered to delay the trip by a week until after the hurricane passed. This is not how vacations work, however, and as I couldn't take off a second week from work, this did not work as a solution. After politely explaining this, Sandals simply said that there was nothing else they could do. In order to receive compensation from my credit card company, I needed to have a letter from Sandals, on their letterhead, saying that I wasn't able to stay at their resort because of the hurricane and confirm that they wouldn't reimburse me (this record is important for the credit card claim so people do not get compensated twice for a travel disruption). It took MULTIPLE emails to get Sandals to finally respond to this request and they wrote "This is to confirm that XXX did not check in. This was due to Hurricane Irma. We did offer them credits and hope to be able to serve them soon." The credit card claim can not be filled if there are outstanding credits so I wrote back asking for a revised letter with the expiration date on the credits. Again, after multiple days (perhaps weeks) and reminder emails, they wrote back that the credits expire after a year. This was NOT what they communicated to me initially; they said that we could shift our trip by one week. With the expiration date of a year, I would need to wait until the credits expired to receive compensation from my travel insurance through my credit card company. They suggested I ask Sandals to provide me a letter indicating that I had forfeited the credits. I wrote back to Sandals and after weeks, I received an email stating that they could not fulfill this request. I explained that I was not asking for compensation from them but just to forfeit my credits so I could avail myself of the travel insurance but they said that they still could not. After months of emailing and calling, I finally was put in contact with a kind soul who let me know that despite the fact that they wrote the letter regarding the credits, there was no record of the credits in their system. He gave me an email to reach out to and I ultimately was able to get an email saying that my trip was cancelled so I could provide this to my credit card. This ordeal took six months and dozens of emails and calls. I always explained the situation respectfully and politely, often in tears, stating clearly that I was not asking Sandals for compensation, but that I only wanted them to provide a simple letter so I could receive my travel insurance coverage.

My Wife and I are DISGUSTED with VIRGIN & SANDALS Holidays I am completely disgusted by the way we have been treated by Virgin. My partner and i have recently just got married and decided to book a holiday through Virgin. we originally went in to book the Maldives however was quickly persuaded to go to Jamaica and have our Honeymoon at a Sandals Resort we was shown some lovely photos of Sandals OCHI and was told if we paid for the butler service we would have our own personal butlers which we thought sounded lovely. so this is what we chose. we arrived at the Hotel and was taken to our Villa. our butler took us up there and we dint really see them again after that for the 1st week. after a long journey and arriving at 7pm we both was very tired and just wanted to have a shower and go get some food and go straight to bed however we turned the shower on and had no HOT water we called reception to see if they can get this fixed they said they would send someone up the next day as the plumber had gone. cut a long story short we stayed in that room for 2 days waiting for it to be fixed no HOT water in the end we was told we had to move to a different room. 2nd Room we was told the butlers would pack and unpack due to what has happened but yet again this never happened and my wife and i was left to deal with it. we was just happy to be in a room now with hot water however on the second morning of waking up in this room we woke to the bathroom ceiling falling through. so now we couldn't have a shower again as the roof was caving in due to a burst pipe. we contacted reception again to explain what has happened they told us we would have someone there soon to fix it and told us to carry on with what we was doing for the day and when we return it will be fixed. we came back from the beech to find nothing had been done to fix the problem again and was told the manager would be up to see us before we got for food. we couldn't shower in our apartment but we had met a lovely couple on holiday who allowed us to use there shower, thank god they did otherwise we would not have been able too go to dinner as we was covered in sand from the beech. finally the manager turned up to the room at 7.30 and said we will have to move room again. This is now the second time my wife and i have had to pack and unpack since being at the resort for 5 days and move into 3 apartments. We paid a lot of money for this holiday over £7.5k and it was a once in a life time holiday for us as it was our honeymoon. since we raised this complaint through Virgin & Sandals we have heard nothing. i have had to chase virgin 5 times and we are now in November. i keep getting fobbed off every time i ring i have asked to escalate this complaint higher and was told there was no managers around. My wife and I are completely disgusted in the way Virgin and Sandals have treated us. They have just taken the money and couldn't care less that they ruined our Honeymoon. NEVER WILL I USE THESE COMPANIES AGAIN STAY WELL CLEAR OF THIS RESORT HOTEL OCHI (SANDALS RESORT) NEVER USE VIRGIN HOLIDAYS AGAIN. DISGUSTING COMPANY

Sadly very poor value. Along with other guests, we felt it was over rated and well over priced. There are many many far nicer places to visit, at a fraction of the cost. Food was very good and most of the staff were excellent, staff made the holiday.

Love going to Sandals. Have been going their since 2009 from the UK and each year it gets better. Couples only resorts and its fantastic. Relaxing, pampered and spoilt. :-) My next trip is to Ochi Rios and can't wait...

Love the product, and a great easy-to-navigate website!