“We decided to come back to this resort after a good experience last year. We picked a specific room, garden walk out and partial ocean view. We saw these rooms during our trip in 2018. The last day of our trip in 2018 we decided to book a trip for the same week in 2019 (the week of our anniversary). We were told that there were only a few of the rooms we wanted available for that week in 2019 so we booked while at the resort. We did not want to lose that room. We arrive at the resort on October 23rd. After we check in and while walking to the rooms we are told that the room we booked was not available. Not happy with that, then we turn the corner and there is a massive construction site. We were never told that there would be a major renovation during our stay. There is nothing on their website stating the resort has a major construction project going on. As you can see in the attached picture our view was an active construction site not the garden view or partial ocean view we paid for. We immediately asked to be moved to another room of equal or greater value. We sat in our room waiting for a response from management that afternoon. They finally get back to us and let us know there was nothing they could do that day and maybe they can do something the following day. So we are now on day two and we still have not unpacked because we may move rooms or change resorts, Sandals Montego Bay is 10 minutes away. They finally give us the option to move to a resort that is a two hour drive away in another parish. This is not an option, we wanted to stay at Royal Caribbean or Montego Bay, we did not want to get on a bus for a two hour drive. We paid for an experience we would not get. The other option came on day three and was a two night refund. Not ideal since we would need to live with the construction, no garden walk out, no use of tranquility tub, no peaceful breakfast, lunch or dinner on the patio. We took the offer and made the most of the trip. Mind you we are celebrating our anniversary on this trip. We went to Sandals Montego Bay for dinner and visited the loyalty office Monday October 28th and spoke Michelle about potentially staying there in 2020. Michelle did great job reviewing the options and we narrowed it down to two rooms. Both rooms were butler service and were swim up suites. We let her know that we would come back the next day to book. We did come back but we did not book, story is below. The last day of our trip the manager comes over and asks us to review a document and sign it in order to get the refund he offered us on Friday. It was a legal document stating we agree to this settlement and included a confidentiality statements, indemnification statements and other verbiage that can open us up to potential litigation. There was no way I was signing anything like that. In the end what should have been a relaxing vacation and celebration of our marriage turned into a stressful and upsetting vacation. We get placed in a room we did not want or pay for and we had to live with jack hammers, concrete saws etc all seven days of our vacation. This is why we did not book a return trip for 2020. Leadership at Sandals makes statements that they thrive to make their customer's experience a happy one. Unfortunately they used us as cash flow generation during the major renovation and customer satisfaction was not their number one intention. The one bright spot is the staff they are nice, courteous and accommodating. We went with the butler service and specifically asked for Steve again, he is amazing. He was partnered with a young man named Nicholas who was amazing as well. Steve and Nicholas were great, they get 5 stars. We checked out and there was no resolution or refund. Still nothing on Sandals website warning people of the major renovations or construction. Sandals leadership gets 1 star from the CEO to the general manager.”

“Meu marido e eu nunca tinha ficado em um Sandals antes desta viagem, mas depois desta viagem estamos planejando outra férias Sandals no próximo ano. Todos que conhecemos foram muito gentis e hospitaleiros. A comida era excelente, eles têm um buffet de café-da-manhã maravilhoso, e eles sempre garantem que você tenha uma bebida na mão. Quando nosso voo com muitos outros foi cancelado e fomos forçados a passar mais uma noite na Jamaica, o Sandals garantiu que todos os hóspedes pudessem retornar ao resort e que houvesse um quarto para eles. Tivemos tanta sorte que o Sandals se preparou para algo assim. Meu único aspecto negativo foi que, quando reservamos nossa suíte, veio com transporte particular de e para o aeroporto, quando não recebemos isso, quando perguntamos sobre isso no check-in, eles disseram que garantiriam que tivéssemos no caminho de volta. Tivemos que perguntar sobre isso 3 vezes diferentes antes que eles nos dissessem que nossa suíte costumava incluir transporte particular, mas desde a reserva eles a mudaram. Mesmo que estivesse na nossa papelada, eles não queriam honrá-lo por nós. Tivemos que envolver nosso agente de viagens para conseguir algo pelo qual pagamos inicialmente. Recebemos transporte privado do resort para o aeroporto. Eu sinto que eles ainda deveriam ter nos compensado por não receber o transporte privado do aeroporto para o hotel, mas não o fizeram.”