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DO NOT BOOK THIS HOTEL!!!!
As a positive point we would like to emphasize that the hotel complex is very beautiful and well maintained. Unfortunately, however, we were more than dissatisfied with the service. We have never complained in a hotel before. But the experiences we had at Sandals Emerald Bay unfortunately fell far short of the level of service we expect from an exclusive hotel, which Sandals claims to be on its homepage. To name just a few examples:
1. in-room dining
We made use of the room service offer several times. Unfortunately, this was associated in each case with great stress. For example, on one occasion we ordered lunch. We were told that this could take about 45. After 90 minutes, we still had not received our food, so we called again. The food was then delivered after a total of about 100 minutes and thus with great delay. Upon receipt, we unfortunately found that one of two main dishes was completely forgotten. It then took about 50 minutes again until the second main course arrived. As a result, we had to call Room Service several times, wait a very long time and eat separately.
In addition, we had also ordered breakfast to the room several times. Breakfast never arrived at the agreed time, but always at least 30 minutes late, and on top of that, some of the ordered dishes were missing every time. It was also particularly annoying that when we had once ordered sandwiches for a day trip, they were unfortunately not delivered at the agreed time, but rather the order was completely lost.
As a result, any contact with the in-room dining service involved a lot of aggravation, multiple phone calls, long waits, and forgotten orders. This is not the kind of excitement one wants to have on a relaxing vacation.
2. room service
In addition, we were very dissatisfied with the room service. For example, we had to wait a total of about 5 hours for toilet paper and called room service a total of 3 times. Since the toilet paper was almost used up the day before, the room service could have noticed this already here and refilled it.
3. concierge
In addition, we had to wait about 1.5 hours for the luggage service on the day of departure although we had called them at least 5 times. Since after 1.5 hours still no one came, we ourselves looked for an employee in the hotel complex and together with him, we ourselves brought the luggage to reception.
4. rental car
When we rented the car from the hotel, the lady in charge could not help us with the insurance and answer our questions about it. Even though the hotel is only acting as an agent here it can be expected that queries about the contract can be answered.
5. restaurant visit
In some restaurants, the waiters did not behave as one would expect from an exclusive restaurant (a waiter in the French restaurant searched for several minutes at the mirror about 2 meters next to our table for leftovers in his mouth, a waitress sang very loudly and obliquely, as if she were alone). At the Tempanyaki restaurant, we were not told that you have to be absolutely on time or your reservation will be forfeited. We were a few minutes late and the reservation was gone.
6. loud music and entertainment at the pool during the day - there is no mention of this on the homepage.
7. listlessness of the staff (especially at the scuber diving place).
To sum it up, this is not the quality of service we expected from such an exclusive and expensive hotel. We were expecting a carefree honeymoon vacation, in the end we were upset every day with the above bad experiences. We assume that this is not the kind of service Sandals want to offer. In any case, its’ internet presence and the actual vacation experience fall far apart. All in all, we are unfortunately very disappointed with our vacation at the hotel. - via 