Submitted on 09-13-2016
We recently were married this summer and planned our trip to the Sandals Royal Bahamian Spa Resort. We were so excited, this being the type of trip we have only dreamed of taking. TWO days before we were to leave, we got a very non descript, nonchalant message stating they saw our trip was coming up and if we would please call back to review the plans. Luckily we did. The Royal Bahamian was going to be CLOSED (due to a labor dispute, apparently working for Sandals doesn't pay well), so they had...
We recently were married this summer and planned our trip to the Sandals Royal Bahamian Spa Resort. We were so excited, this being the type of trip we have only dreamed of taking. TWO days before we were to leave, we got a very non descript, nonchalant message stating they saw our trip was coming up and if we would please call back to review the plans. Luckily we did. The Royal Bahamian was going to be CLOSED (due to a labor dispute, apparently working for Sandals doesn't pay well), so they had to reroute us to another location ASAP.
Our first choice was St. Lucia...but they couldn't move us there due to there being a lack of comparable accommodations available as we had splurged and gotten the large room with the ocean view AND Butler service! So we suggested THEY tell us the locations they could accommodate us at, which brought us to Barbados. Barbados is a beautiful island, with beautiful people and vibrant culture. I highly recommend the island itself and we are glad we got to experience it, even if we didn't intend to initially. Sandals took care of switching all our flights, which they had to since we booked fully through their site, but they never offered us any compensation for this complete reroute of our honeymoon.
When we got to Sandals Barbados it was mid afternoon, after a full day of travel (10 hours on planes, plus driving time and layovers) and we were tired and hot. Our room was not ready yet. They left us to eat, and we did...and then we waited and waited. Finally we got our room, and it was beautiful. The next day we had scheduled a deep tissue massage for each of us. That wasn't a cheap splurge either. My husband enjoyed his massage, and she seemed more knowledgeable of massage upon talking to her after it was over. My masseuse was sweet but not skilled in proper deep tissue massage. I have never had a massage where someone managed to roll the muscles in my neck in such a disturbing way. The rest of it was good, but that part was traumatizing to the muscle and by the end of the night, I was in bed early with severe pain and a migraine. Yes, I kept hydrated, etc to flush toxins, I am not a massage virgin, I am aware of what needs to be done. She hurt my muscle, her technique was not good.
In the wee hours of that night's morning, I awoke, still in pain, to the sound of running water. Water was RUNNING onto the BED,through the ceiling fan fixture. I covered the bed with towels and we called the front desk, no answer. Called the butler service, no answer. Finally my husband dressed and ran around til he found help. While he was gone I noticed the tub on the balcony was filling with water from the drain and then draining back down... at the same time it was pouring out of the ceiling fan (obviously there was a leak in the ceiling OR there was mass water from the room above and it was just coming through that opening). When a service man finally came, we were ushered to the European pool where we literally spent the WHOLE day waiting. I still had a migraine. We were hot and tired. We had four full days at the resort and this ate an entire day.
When the engineer came to talk to us, he said it was condensation. I am not an idiot. And that was NOT condensation. I manage rentals at home, and have experienced this before, they had a water leak of some sort, it was a problem.
It took until late afternoon and us asking a few times to be moved to another room. The room they had was still nice, but a step down from ours, much smaller, and in a whole other tower of the resort. By the time we were moved it was after 5pm. We showered and dressed, had dinner. Day over. The next two days we had to talk to management many times. Apparently, they didn't feel the need to compensate us for a wet night, or a day spent trapped at a pool with no room to go to, ON OUR HONEYMOON. We wanted it settled before we left the island. It wasn't.
We found during our stay that others rerouted from the bahamas to barbados WERE indeed given free nights, upgrades, spa time. We weren't offered anything. When things went wrong, we weren't offered anything.
Now, a month later with very little communication (Took nearly a month for an email reply) their offer is them to refund us ONE night's stay and to give us a voucher for two free nights in the future. That is laughable and disrespectful given the amount of money we paid and for the headache we got. We are very disappointed in Sandals as a brand, in the management. The people, the employees, are wonderful. Its management is stingy and have no idea what customer service is from start to finish.
We would NEVER use two nights in a voucher, because we wouldn't use Sandals again. They are refusing to offer better compensation. They pretty much made a very sour impact on our honeymoon. I wouldn't use Sandals, find another all inclusive resort and get better service and bang for your buck.