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This was our first and last time at a Sandals resort. Sandals brand promotes “luxury” which is not an accurate description of Sandals Negril. The resort is underwhelming from start to finish. The lobby is dated and doesn’t exude anything close to luxury and is not welcoming.
We waited for approximately 45 minutes after check-in as our room wasn’t ready even though we had completed all the check-in requirements on-line several days before arrival. We waited in a small room with 4 other couples and had no clue what was going on. Finally, we were shown to our room which was in the oldest building on the property. The room we booked was the Paradise Beachfront Grande Luxe Club Level Room. The entire journey to the room was underwhelming; the stairs were in need of repair and paint, the staff was not friendly or inviting. Any staff we crossed paths with were very unfriendly and uninviting. The vibe was one of annoyance. The room was very dated and nothing like the photos online. The lamp shade on the desk was cockeyed, the floor lamp was broken, the aged deck was missing the cocktail table and towel drying rack, one of the deck chairs was broken, the restroom door didn’t shut all the way and the safe worked intermittently to name a few of the issues. The water in the restroom was not hot and stopped running in the shower for no reason, the restroom sink was cracked and had no stopper in the sink, the toilet water ran until the handle was jiggled. We spoke with several other guests and they all commented about the water issues and staff issues.
We reported the issues to the front desk and asked to speak to a manager. We requested to upgrade our room and we’d pay the difference. The manager on duty talked to reservations and advised they were completely sold out and had no available rooms. They told us to check back the next morning to see if anyone may have canceled or they would try to move us to another room. When we checked back the following morning, we were told that any room they moved us to within the building would have the same issues we were already experiencing as this was the oldest building on the property. The manager on duty this day told us the water had been fixed and we shouldn’t have any add’l issues. That was not accurate - we continued to struggle with cool water or scolding hot water, no happy medium along with random water pressure. The room was not as advertised and did not look like the room we booked online.
The first full day we were on property, we decided to eat breakfast at one of the restaurants that was made to order and we waited over an hour for our food. We found that the restaurants ran out of menu items or we were told items were out of stock. When we ordered a steak dinner, the request was that the steak was cooked medium. When the food arrived, the steak was so tough it was not able to be cut and was not edible. When we ordered an Espresso Martini, we were told that they make their Espresso Martini’s a bit different – it was just Bailey’s & vodka, no espresso.
Regarding guest experience, this was the most disappointing Caribbean experience we’ve had. The staff appeared to be annoyed with our presence and frankly, annoyed they were there to do a job. The housekeeping manager (I think) was about 3 doors down from our room checking on the housekeeping service in another room. As he was leaving, I asked him if he knew if the housekeeping cart had extra washcloths on it. He told me I needed to go ask the housekeeper and he walked away. The best service on the resort is the beach vendors that ask if you want to buy something every 5 minutes.
There were a handful of positives: the sand was soft, the ocean was pretty and the sunsets were amazing. The ceviche at the Perla was good. The crème brulee was good. The massages were fantastic. The team who hosted the wine tasting were friendly and had a good time with the guests.
This was the first vacation that we both wanted to go home the same day we arrived. - via 