Nicholas H.
Google
We had a very disappointing stay at this resort. We have been to 3 other Sandals resorts and have extremely impressed and we were told by other guests that going to beaches is the same experience just with kids around. NOT AT ALL our experience. Several other families agreed with us while at the resort. The resort was very poorly maintained. Age is to be expected but this was dilapidated. There seems to have been no care for quite some time here. We were extremely disappointed with this vacation and we honestly regret the future booking we made for another Sandals property early on in our stay. The resort was announced to be closing a week before our arrival, and the mood and attitude of the staff reflected this. Here are some of our issues
- Our room was listed as a room with a balcony and a garden view; however, we had no balcony as our glass door opened to a roof top.
- Half of the restaurants were not open for dinner each night.
- In the French restaurant, we had bugs on the table and in the linens and when asked to move tables, we got ignored and instead they just brushed them off the table.
- The A/C in my parent’s room did not work. Called the desk two times with no response. I spoke to the Director at the select dinner, he offered to move them a few floors away.
- Dirt/trash left all over the resort, water bottles buried in the sand, straw wrappers/other trash left on the beach and chairs.
- I understand the hotel units are all open air, but we had a glob of bird poop on our door that never got cleaned off.
- The trash taken out of our trash cans sat in the hallway for 2 days.
- Construction materials like door frames, ladders and windows were left leaning against hallways and exposed patched dry wall.
- Ladder and tables were “stashed” in the gardens.
- Food, plates, cups were all left sitting on a ledge near the rooms for days until collected.
- 90% of the resort staff were rude, failing to acknowledge your presence or your order. Patrina the at the BBQ park was amazing.
- The elevator broke and the only way to the beach was 4 flights of steps.
- Flickering and burnt-out lights everywhere.
- The walkway to get to the beach access had lights flickering and was full of linen carts and trash.
- Very dark lighting on the walkway to our rooms.
- Constantly harassed by vendors every time you walk by to buy their stuff.
- Gardens had LOTS of plants that were just sitting in the pots in which purchased.
- Talked to the front desk two times in person and called to talk to them about a billing issue with the dive shop and was told each time they would call us with a resolution but never heard back. Finally got it handled on the last day as we were checking out with the manager.
- We had cockroaches in our room.
- Brown water came out of the sink faucet several times.
- Front desk was never sure what restaurants were open for dinner and told me wrong 3 times after “finding out.”
- Not a single lifeguard “on-duty” at the water park. Instead, they all huddled under the gazebo by the pool tables talking/carrying on with other resort staff out of camera sight.
- The area inside and outside of club liquid on the ground floor by the elevators smelled horribly of mold from the HVAC.
- Emailed customer service over a week prior to our trip, no response.
- The pool and beach staff never came around taking drink orders.
- Beer and wine was supposed to be stocked in rooms, was requested on request form and never fulfilled.
- Sink faucets did not work in room.
- Food mostly served cold. Never asked for a water/drink refill at meala.
After visiting other Sandals properties and being extremely pleased and then coming here knowing, it is owned by a third party operating under the beaches/sandals brand, I would be embarrassed of the condition of this resort if it was Sandals. Its closing for a much-needed renovation, but this could have been maintained much better than its current condition. At this point, we regret booking another trip even to another Sandals property.
