Sandals Reviews

I booked a holiday with Sandals (The Halcyon Beach, St. Lucia). It was supposed to be a luxury holiday for my husband’s 60th birthday.
We’ve travelled a lot over the years, to all inclusive resorts; and for this one, we paid more than we’ve ever paid.
It was a disappointing holiday to say the least; I won’t go into all the details here, as this review is about Sandals customer service. If anyone is interested though, my review is on TripAdvisor.
About a month after returning from the very disappointing holiday, I received an email from Sandals asking for feedback regarding the holiday. It stated you could send feedback on the online form, plus send any further comments in a separate email.
I completed the feedback form, and also sent another email, outlining all the problems we’d experienced as well as copies of all the awful photos I’d taken.
I’ve heard nothing whatsoever back from them since.
This morning, I received an email asking me for feedback on how they’d dealt with my dissatisfaction.
Considering they’ve never contacted me or dealt with anything regarding my feedback form, email or awful photos, I can’t believe they would even send an email asking this!
Their customer service is abysmal, and I’d never book another Sandals holiday again!

Back in February, 2021 we booked 10 nights at Sandals Royal Barbados (3/12/2022 to 13/12/2022) as we’ve been several times before and had amazing holidays. In February, 2022 we were advised that there was a flight change by Virgin which meant we lost a whole day. Sandals were offering us a refund of £470 for this change and we asked about extending our holiday by a day when Virgin were operating a flight back to Manchester. Although we were offered £470 refund for the loss of a day we were expected to pay £1,000+ to extend by a day and were also told that we would need to move to another room for that last day as ours woukd not be available. What a ridiculous set up. Anyway we weren’t prepared to do that so accepted the loss of a day with £470 being deducted from the balance of our holiday. Then at the beginning of August we were dealt a further blow as Virgin changed the flight again and we were to lose another two hours. I regard the combination of these two changes as ‘significant’ but Sandals DO NOT. At this stage I requested that if we cancelled the holiday we be refunded our £350 deposit as we were not going to arrive until very late on our first day and would struggle to get any food which would not help my husband who is a diabetic. We had this problem on arrival in 2019 so knew it would have been worse getting there two hours later. We were given a straight NO so I asked that they reconsider as I had booked seats with Virgin (part of the Sandals package) and they stated because of the changes we could either accept or apply for a refund. I completed the refund form and the full money was returned to my bank account in four days. Our contact for this holiday was with Sandals UK and not Virgin so if Virgin consider the change as ‘significant’ why don’t Sandals when it was all part of the holiday package arranged by them? I requested that the holiday be cancelled as we had lost a day and a half and that they reconsider refunding our £350. They haven’t even had the decency to reply to three of my emails and there’s no way they would have treated their American clients in this way as they whinge so much that their every whim and fancy is pandered to,.To be treated in this way when we’ve spent thousands of pounds with Sandals is absolutely disgusting. We’ve had some amazing holidays at your resorts but there’s no way shall we ever consider booking again or recommending you to anyone. Appalling Customer Service relations.

We stayed for 10 days at Ochi Rios Jamaica and had a dream holiday. Everything was top notch, every single thing was thought of and we were treated like family.
We stayed in a one bedroom butler poolside villa, our butlers were amazing. Suzie and chavaughne made our holiday magical.
Our favourite person in the whole hotel was Ramees from the Southern table restaurant. He treated us like royalty and is an asset to Sandals. If your going to Jamaica stay here you'll not regret it.