Becca M. Sent on 07/24/2022
-
Quality of service
2.0 out of 5 rating
-
Average response time
1.0 out of 5 rating
-
Professionalism
2.0 out of 5 rating
-
Value
2.0 out of 5 rating
-
Flexibility
1.0 out of 5 rating
Disappointing and Rude
We could not be more disappointed and heart-broken by our wedding experience with Sandals Resort. We happily became engaged at Sandals Royal Bahamian in 2019 and loved our time there. We were thrilled at the prospect of returning to Sandals Resorts to get married. Our excitement has since changed to emotions of great heartbreak, disappointment, and frustration. Sadly, my fiancee contracted COVID-19 at his work in the clinic, 1 week before our departure. With both of us, becoming COVID positive, we were unable to fly, and were forced to cancel our wedding.
Despite our traveler's insurance through Sandals, we were unable to get a refund for any part of our trip and were told we had to use the credits within the year. We were promised a credit for the hotel rooms and a separate credit that is specific to ONLY wedding costs. The bulk of our wedding costs were on the photo/video package. Considering how no one worked the event and the vendors are their own, how can we not receive a refund or at the very least, a GENERAL credit???
- 4 of our guests were not given credit at all and had to forgo their full payments to Sandals and eat the loss.
- 12 of our guests chose to cary on with their plans, as they would not be able to reschedule for any other time and stayed at Sandals South Coast for 4 days each.
- 2 of our guests are an LGBT couple and reported back to me that they were treated poorly as hotel guests.
My fiancee and I were clearly NOT going to be able to host another wedding. Particularly as we rarely get time away from our healthcare jobs and my fiancee's schedule in the military. We have tried week after week and month after month to get a hold of our "wedding coordinator" to try to identify our options. As backstory, our coordinator was consistently tardy or absent to our phone meetings, she rarely responded to our emailed questions and she required multiple reminders to attain certain key items of information back to us. When we tried to change coordinators, we were told we were not allowed to change from the person we were originally assigned. We tried contacting the manager after a multitude of failed attempts at reaching our coordinator and were still unable to get help.
We hoped our circumstances would improve once on site at the resort. We couldn't be more wrong. They lost our credits (Approximately $1000 between room and wedding credit) and began to tell us that the system never updated and we don't have credit at all. We spent hours in an office working on this case, instead of being able to enjoy our honeymoon. What's more, the invoices we have, include items we paid for and never received. We contacted our travel agent who was also mystified why we didn't have access to the credit, as the invoices she provided to us reflected unspent credit to be used at the resort. Yet, somehow Sandal's didn't show our credit, and the "wedding coordinator" refused to show us an updated wedding invoice reflecting where all the money went despite multiple requests. We have continued to reach out to our "wedding coordinator" for assistance, but they have not responded to our emails or calls.
Further, once on site to check into our hotels (we originally scheduled a split-stay), we had to wait hours past the appointed time to get into our hotel rooms. This was not unique to us, as we would return to the lobby to see the status of our room and other guests were complaining and one may even yelling that this was "ridiculous to wait for the money he spent." I can't say he was wrong either. After we finally got settled into the second hotel, Sandals Negril, we were denied the ability to participate in one of the free water sports, even though it was the normal operating hours. Then at Negril, a staff member made an offensive comment about the way my body looked in a bathing suit. There was not one part of this trip that was "hassle-free" or "stress-free."
We are so saddened to not have had our wedding surrounded by our loved ones, now being unable to afford a wedding, spending many stressful hours in an office instead of enjoying a honeymoon, having money taken from us from this mega business, and being treated so poorly and so de-valued by Sandals Resorts. Please do not make the same mistakes we did!
We could not be more disappointed and heart-broken by our wedding experience with Sandals Resort. We happily became engaged at Sandals Royal Bahamian in 2019 and loved our time there. We were thrilled at the prospect of returning to Sandals Resorts to get married. Our excitement has since changed to emotions of great heartbreak, disappointment, and frustration. Sadly, my fiancee contracted COVID-19 at his work in the clinic, 1 week before our departure. With both of us, becoming COVID positive, we were unable to fly, and were forced to cancel our wedding.
Despite our traveler's insurance through Sandals, we were unable to get a refund for any part of our trip and were told we had to use the credits within the year. We were promised a credit for the hotel rooms and a separate credit that is specific to ONLY wedding costs. The bulk of our wedding costs were on the photo/video package. Considering how no one worked the event and the vendors are their own, how can we not receive a refund or at the very least, a GENERAL credit???
- 4 of our guests were not given credit at all and had to forgo their full payments to Sandals and eat the loss.
- 12 of our guests chose to cary on with their plans, as they would not be able to reschedule for any other time and stayed at Sandals South Coast for 4 days each.
- 2 of our guests are an LGBT couple and reported back to me that they were treated poorly as hotel guests.
My fiancee and I were clearly NOT going to be able to host another wedding. Particularly as we rarely get time away from our healthcare jobs and my fiancee's schedule in the military. We have tried week after week and month after month to get a hold of our "wedding coordinator" to try to identify our options. As backstory, our coordinator was consistently tardy or absent to our phone meetings, she rarely responded to our emailed questions and she required multiple reminders to attain certain key items of information back to us. When we tried to change coordinators, we were told we were not allowed to change from the person we were originally assigned. We tried contacting the manager after a multitude of failed attempts at reaching our coordinator and were still unable to get help.
We hoped our circumstances would improve once on site at the resort. We couldn't be more wrong. They lost our credits (Approximately $1000 between room and wedding credit) and began to tell us that the system never updated and we don't have credit at all. We spent hours in an office working on this case, instead of being able to enjoy our honeymoon. What's more, the invoices we have, include items we paid for and never received. We contacted our travel agent who was also mystified why we didn't have access to the credit, as the invoices she provided to us reflected unspent credit to be used at the resort. Yet, somehow Sandal's didn't show our credit, and the "wedding coordinator" refused to show us an updated wedding invoice reflecting where all the money went despite multiple requests. We have continued to reach out to our "wedding coordinator" for assistance, but they have not responded to our emails or calls.
Further, once on site to check into our hotels (we originally scheduled a split-stay), we had to wait hours past the appointed time to get into our hotel rooms. This was not unique to us, as we would return to the lobby to see the status of our room and other guests were complaining and one may even yelling that this was "ridiculous to wait for the money he spent." I can't say he was wrong either. After we finally got settled into the second hotel, Sandals Negril, we were denied the ability to participate in one of the free water sports, even though it was the normal operating hours. Then at Negril, a staff member made an offensive comment about the way my body looked in a bathing suit. There was not one part of this trip that was "hassle-free" or "stress-free."
We are so saddened to not have had our wedding surrounded by our loved ones, now being unable to afford a wedding, spending many stressful hours in an office instead of enjoying a honeymoon, having money taken from us from this mega business, and being treated so poorly and so de-valued by Sandals Resorts. Please do not make the same mistakes we did!
User2567779 Sent on 04/03/2016Can't wait to go to jamaica. Decent price for 7 nights and a butler
User2976448 Sent on 02/15/2017We absolutely loved our honeymoon at Sandals Negril! Everyone went above and beyond to get to know us and make sure every detail of our stay was perfect. The food was incredible. The beach was serene. The included activities were so much fun! The nightly entertainment was so much fun! We cannot wait to go back to a Sandals resort soon!
User1286524 Sent on 08/14/2013My husband and I recently got married at Sandals Negril. As frequent Sandals visitors, we knew that the service at this resort was top notch, but the wedding team went above and beyond all our expectations! We traveled to Negril with 18 family and friends and every person had a phenomenal time, not only at the wedding, but at the resort the entire weekend. The wedding team of Andrea, Giselle and Gawayne were the absolute BEST! They are pros, and do this several times a day, but they made us feel like we were their only customers. The entire process of planning and executing our wedding could not have been easier and more stress free; they took care of everything! Unfortunately, it rained in the afternoon before our evening wedding, but the team seamlessly delayed our ceremony by 15 minutes to let the rain pass and moved our reception in the covered portico without hesitation. Our day/week was absolutely perfect and we highly recommend this venue to anyone considering a destination wedding. The best part (above all the wonderful service) was that the next day we were told that we would get a refund for the lighting and dance floor that had been set up outside but had to be taken in for the rain. We did not expect this at all, as with events you usually pay the set up fee whether you use the service or not. It was truly the best service we have ever experienced. Thank you Sandals Negril!
