Sandals Reviews

I have just had to cancel my holiday to Antigua with Sandals, as Virgin cancelled the flight. I have to say Sandals couldn’t have been more helpful. Their phone lines are currently closed, but Sandra emailed me several times and also rang twice, to try and help us re-arrange the trip. Unfortunately we just couldn’t get dates that worked for us. Within a couple of days of requesting a full refund the money was back in my account. Sandals really couldn’t have been any better or more helpful. Very keen to re-book the trip just as soon as we can.

Well were supposed to leave for our flight this morning and showed up right after 5 am (our flight was at 6 am). We were told we missed our flight?? What?? Our flight was at 6! Apparently we were too late to check our bag, therefore that means we missed our flight! I've never experienced this in my entire life. Then we were told one of us could go buy our self and the other one could get a flight tomorrow with our one bag. Yeah...I don't think so. So we called the resort and explained since we had "insurance". We were told for another $600, we could reschedule it. No....I wanted a refund!!!! So our only option was to pay another $200 and reschedule it for August. No...I want nothing to do with these scam artists! Stay away from this unethical business and find someplace more reputable that sticks buy their "insurance" and doesn't charge you more anyway. Now I am either out $2600 or I have to go to this shady place!

We are strong supporters of the Sandals brand and love the 5 star experience that we normally experience.
Based upon our actual experience Feb 4-11, we are requesting a 100% refund of our vacation. We visited the online website on December 21, 2020 to book our vacation. The resort was set to open December 23, 2020. Although we planned to travel January 4-11, 2021 and had pre-reserved our flights, we decide to delay until Feb 4 to give the resort more time to open and have more booked guests. We wanted to experience all 16 restaurants but MOST IMPORTANTLY, we need the energy of a busy Sandals resort so that we can have the activities such as dancing, meeting new people, sand volleyball, pool side activities, hearing big Momma sing at the Speakeasy,… We specifically booked Great House One Bedroom Butler Suite (M1) because we wanted a LARGER room for our personal needs with ground floor walkout and at the main pool so that we could participate in maximum pool activities with groups of people. We needed the larger room as I rise 1 hour before my wife. I need a separate space to have coffee and read that will not wake my wife.
For the 5 weeks leading up to our trip, we received many confirming phone calls and emails updates about Sandals Ochi. During these calls, I asked if everything was on schedule and was told yes. I provided our preferences and details to customize our stay. At ANY point during this time, had Sandals informed us that the resort opening had been canceled and delayed, we would have IMMEDIATELY moved our booking date.
On February 2, 2021, I decided to search the current reviews of Sandals Ochi to understand how the opening was progressing. I was SHOCKED to discover that the resort opening had been repeatedly canceled and reset, including a planned Feb 1 opening that was moved to Feb 3. We wanted to cancel our reservation so I called Sandals to inquire about the status of the Ochi resort opening. We wanted to cancel so I called and was assured that the entire resort was opening including all 16 restaurants, 11 bars and our confirmed accommodations. The lovely lady informed me that everything was going to be open the next day, February 3, including all the restaurants bars and the complete resort. HAD WE BEEN GIVEN ANY DIFFERENT INFORMATION BY THE SANDALS CUSTOMER SERVICE TELEPHONE UPDATE, WE WOULD HAVE IMMEDIATELY RESCHEDULED OUR TRIP TO MID-APRIL 2021 FOR THE SAME REASONS THAT WE SCHEDULED FEBRUARY WHEN WE BOOKED IN DECEMBER 2020.
We arrived late February 4 in heavy rain and were brought initially to the Great House Village Checkin (wrong building) by the driver. There was no staff present … we found 2 service men who then helped us walk to the Riviera side Checkin. We met our butler Fernando, as well as the Butler Manager Tsoxroy, and GM Kevin. During checkin, I explained that I was confused why the Great House Village Checkin was closed and was our booked and confirmed room. I was told YES.
Via our butler Fernando, we arrange a 9 am Feb 5 resort tour. During the tour, I advised our butler Cameka that we were in the wrong room and was told again that this was our room. Cameka gave us a tour of the seaside only. I asked Cameka to tour us on the entire resort and not just seaside. She explained that the back part of resort was closed , except for Rabbit Hole bar (Speakeasy)
During our stay, we repeatedly asked that our room be corrected. During our first 2-3 days, there were approximately 16 to 24 guests in total. During the entire week, we were only able to get ONE sand volleyball match with enough players. There was no dancing at night with so few guests. There was no energy at the pool and very little, if any, pool activities.
We would like to recognize and give a Shoutout to the following staff members for excellent service:
Room Butlers: Cameka and Fernando
Activities: Renae singer, dancers Ajai , Taniesha, activities Eric ( great volleyball player), Fitzroy, Marlon
Beach butlers: Sheldon and Miguel
Beach pool DJ Marlon
Guest services Mgr Maxine
Pool bartender Akeem - perfect Texas margaritas
Butler Manager Tsoxroy
SUMMARY: Based upon our actual experience Feb 4-11, we are requesting a 100% refund of our vacation price .
1) Failure to provide the services and facilities as described on the Sandals booking site
2) Failure to communicate that the Sandals Ochi resort would be 75% closed during our stay
3) Failure to provide the One bedroom butler suite room that we booked and repeatedly requested
4) We would have rebooked our stay later in 2021 had we been correctly informed

i recently boked a holiday via beaches resorts uk. Unfortunately they forgot to include the flight, upon discovering they were in the wrong they didnt respond to any emails and all of a sudden said they cant take calls because of covid. shame - it used to be such a great brand for holidays

We decided on sandals for our honeymoon based on their reputation, we made a huge mistake.
The first few days saw a lot of rain which flooded nearly the entire resort in knee high water. This is not a bash on Sandals due to rain, we get it weather happens. Our complaint was that the sitting, stagnant rain water leached into the ground and became sewage water....
Our room was situated in a low area and the only way out was through the dirty water. To make matters worse, the hot water failed in our room. We had to take cold showers to wash if we left the room. I know, we could order room service right? Nope, phone and internet was down as well. We tried several times to have the bar restocked and the towels changed but it seemed that staff abandoned our part of the resort. My guess is that they didn't want to walk through the disgusting water.
We spent 3 days in these conditions hoping Sandals would improve our situation. They had no plan to move us to more sanitary conditions. We had to go to the front desk and demand to be moved. When we were moved they put us in a dirty room. There were towles, half eaten food and discarded alcohol from the last guests. We had to request that the room they moved us to be cleaned.
I've been trying to get a credit to return and get the vacation we paid for but they have been dragging feet and offered us 10000 points (250$) as compensation. They are trying to get us to quit but we won't
I know the story seems wild but I included some pictures on Tripadvisor so you can see for yourself. The short story is as long as Sandals has your money they don't care about your enjoyment

Total nightmare. They are only interested in the sale, and not aftercare. Booked for 4, to get married. Told the staff we are a same-sex couple before we booked. We were then told we could not have the blessing as planned, and were then told we could, but nobody would bless us and we would have to find an officiant from outside.
Had to put up a fight for the chance to rebook from October last year. At this point you had to be quarantined for 3 days. We didn’t want that. You could not even use the beach, which according to sandals is not something they sell anyway, they sell the resort so we should still go. Laughable.
Finally we got a refund due to this current lockdown. I will never spend my tens of thousands ever again with this company.

After dropping over $40,000 3 years ago we booked another vacation at Montego Bay VOW at around another $30,000. My wife passed away and I tried and tried to cancel the trip. Faxed and e-mail Death Certificate and just got an e-mail they were charging my credit card the full amount. Had to call the card company to stop this foolishness. Can't give them a low enough score. BEWARE!!!

if i could give zero star would.
booked to go jan 2nd cancelled due to covid
can't get them on email or phone
been mucking about for weeks , after been giving a date in feb , march then may.
they change the date-every time i agree .
the latest is june .
and now they are saying if. want to go earlier
i need to pay 3 k more .
they want give me my money back .
even though the promised at the time of booking they would if we had to cancel.
seems they are going bust
don't trust them lines are only open for bookings
they tell you to email .
but nobody replied

Our flights were cancelled 14 days from our trip and we had no way to make it to Grenada for our honeymoon. They refused to refund our money because it was within 14 days! This is during a pandemic. They were not flexible at all. I never write reviews. But this was such a bad experience with what we thought was a company with a high reputation. Would never recommend to anyone! There is a feeling that they will steal your money if they get the chance!

Refusing to refund our trip that they cancelled due to covid. Now we are out thousands during a pandemic! absolute crooks and everyone should stay far away!!!

This is one of the worst customer service experiences I've ever had. I've been on the phone for over and hour and a half trying to cancel my reservations and I've spoken to FIVE people and keep getting transferred to another person. I've also been hung up on once. I will never use Sandals to book a vacation again. Still on the phone.......

Absolute crooks! Cancelled our trip due to Covid and refuse to refund our money! Do not book through them! Been calling constantly for months and they either are rude or hang up ! Horrid!