Complain about a product or service

Sandals Resorts

Cable Beach, Nassau, Bahamas

Brad & Betty Tilley of Roberts Creek, OTHER November 19, 2006

We booked a trip to Sandals new resort Whitehouse in Jamaica for April of 2005.The resort should have been opened for more than six weeks so we felt it should be running fine by then, however a hurricain hit jamaica so we phoned Michel Smith the Sandals rep in Toronto. He assured us that the hurricain did not affect this area and everything was going as planned and he had been to the property recentley and it looked fantastic, not to worry. This trip was to celibrate our 30th wedding anniversery; we were going to what was advertised as the best all inclusive and to what was be their newest and best property.

The airport transfer van did not have working air conditioning and the couple that shared our ride were from South Carolina -- the heat in the van was too much for the husband and he just passed out . We finally arrived at the resort and were seated in the lobby and presented with a release form with our name on it to sign stating that as you have previously informed by your agent that the property is not finished, we will give you 2 free days to be used now or at a later date. We did not sign, we had not been informed,and when we asked what was not finished we were told you will see.

The list is long -- no lights on any outside buildings just bare electrical wires hanging down, not a cuishion on any seat in any restaurant on the property, no chairs in the piano bar for the first 2 days then cheap white plastic after that.Hot tub would not hold water passed 18 inches , the fountains were not running but full of green mould smelly water, no sinks in the public bathroom, the nightclub was still being mudded drywall stage, no xbox gamesroom just wires in a room , only one of the shops were open and that was sparse.

No fish in the restaurants -- they ran out of fish on an island.

WHAT SANDALS DID FOR US. They gave us 4 days for the 10 of our crappy holiday and Michel Smith suggested to go to the Bahamas their nicest property , he assured they would make it up to us. So we paid 2,700.00 for 6 days plus their 4 days and bought our own air fare and went to the Bahamas. The Bahamion people are fantastic the food was very good to excellent, however the room was full of mould growing on ceiling and the closet was the worst, the drywall was starting to fall apart, no one would even come to look at it . The door would not lock it was split like someone had kicked it in, the lock itself had more than a half inch play in it. They came and oiled it.

K of North Port, FL May 9, 2006

We wanted you to be aware of some things that put a damper on our getaway. We arrived at the resort around 2:30 and were not able to get into our room until 4; our luggage arrived probably 30-45 min. later. The first 2 days there, there were old televisions lining the walls of the hall in front of the elevator on our floor. They were removed by Sunday morning. The first night we made reservations for Café Goombay. Once there we were bitten severely by sand fleas. A waiter brought out some Off but my husband is allergic to deet therefore, he was in misery. It would have been nice to be forewarned by the resort before going out there.

The shrimp appetizer was supposed to be warm, it was a blackened dish, it was cold. The food did not appear to be cooked there, it was sitting under heat lamps. At that point we decided to choose our entrée on a meat that had to be cooked there to our liking.

Our room also seemed to have fleas in it, every morning we awoke with more bites. There was mold in the bathtub. Crown molding was not intact in the bathroom and bedroom. Just simple maintenance. The toilet overflowed for no reason, just flushed. After they fixed the toilet, I don't think housekeeping mopped the floor. We were in a deluxe suite and it was far from deluxe. None of the fruit was fresh. From pineapple in the drinks to breakfast strawberries, mangoes, tomatoes in the salad.

I sent back multiple glasses of water. Each time they were poured there were things floating in it. I requested bottled water but they said there was none available. The food in Spices (buffet) the hot food was cold and the cold food was warm--- honey mustard chicken was cold, the fruit when I tried was warm, the salads were warm, french toast was cold. So we again got things made to order -- pancakes for breakfast. We even left our lunch after preparing our plates and went to the poolside grill to have a made to order lunch.

The presentation however at every meal was just beautiful. The employees were very pleasant. The food and service at the poolside grill was really good and the meals we had at Kimono's and The Crystal Room were fabulous. The equipment for sailing was old and was not maintained. We had a flight scheduled out yesterday (3/20) at 9 am. We called to inquire about transfer on 3/19 about 4 pm, my husband was told we would have instructions under our door after 9 pm. We happened to go back by the room at 8 after dinner and the information was there--stating we had to be down in the lobby by 6 am for our transfer. We called to try and get a later time for transfer, but that was not an option. We then called the concierge regarding room service because our room service menu stated breakfast served only between 8 & 10.

Concierge stated we needed to go down to the pub and have them round us up some fruit and/or cereal. We did this and the server at the pub said no you need to do it through room service. So back to the room to place the order--my husband had to talk to numerous people on the phone to get room service at that time of the morning. The last thing stated to him was they would try to make it happen. To our surprise they showed up at 5:15 am. Then we were waiting at the airport and spoke with other guest of Sandals that were on the same flight. They did not have to leave the hotel until 7. Needless to say we are very unhappy with Sandals and our time there, this was our first all inclusive vacation.

Shari of Dallas, GA April 4, 2006

My husband and I went to Jamaica in December for my stepdaughter's wedding. I contracted Salmonella from the food on the buffet - I have made three complaints to the Sandals website which is impossible to navigate and they promise me a reply from the Inn which I never get.

Loss of 5 days of work, doctor bills, thought I was going to die.

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