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“The place where it all started” is now the place that should probably bow out gracefully. The service was mediocre and inconsistent, the food was poor and unless you have a butler room, be prepared to get up early to get a lounger close to any of the ‘very small’ pools - many of which are too cold to spend any time in. What is really frustrating is that the butlers reserve loungers that never get used by guests. This happened most days!
The buffet restaurant comprised of tough, kept-warm meat and fish. Even at the start of lunch service (7 mins after it opened) the fish was covered in a skin of sauce and was tough beyond edible. When I spoke to the server she just said ‘thanks for letting me know’. Really?!? If Sandals’ reputation was anything to go by, I would have expected ‘I am really sorry about that. Let me speak to the chef and I will get a fresh piece cooked for you’.
Unfortunately it isn’t just the buffet restaurant…. Cucina Romana took over an hour to serve us and when the spaghetti carbonara arrived, the spaghetti was al dente and the bacon may as well have been left over from breakfast it was so bad.
The seafood in Soy was the furthest from fresh and good quality that you could get - powdery and dry.
The Jerk Shack was amazing and we were so lucky that Natasha took pride in looking after customers and serving them great food. We ended up eating lunch most days there as we could be sure of what we would get. Sandals Montego Bay needs more Natasha’s.
The snack bar on the beach just seemed to be warming up food that had already been cooked and leaving it under heat lamps until a server decided to bring it to you. How can a piece of fried fish be so inedible when you are so close to the sea?!?
To cap it all off and despite the constant narrative that ‘Club Sandals are here to make your stay at Sandals an amazing experience’, they don't care about any part of your stay and make no effort to ensure that you have an ‘amazing’ stay. They couldn't even arrange our transfer to Sandals Dunns River as agreed. We sat down with them in the lounge and agreed what time we would leave but they failed to make the arrangements. Instead of saying that they had made a mistake and we would need to wait 1/2 hour, we were left sitting around with no information as they called a driver from home to come and collect us. The Club Sandals lounge is more of a work avoidance social club for Sandals employees as opposed to anything that remotely focuses on the guest experience.
We have been to many Sandals resorts and have always enjoyed the predictability and consistency. Unfortunately we definitely won’t be coming back to Sandals Montego Bay and our only hope is that our stay at Sandals Dunns River reminds of us of what is really good about Sandals.
@Chris Elliott (resort manager) - I emailed this feedback to you whilst on resort so that you had the opportunity to discuss but seven days later, you haven't followed up. That's a shame and doesn't demonstrate that Sandals really cares about their customers. You have my contact details so please do not respond to this review with a standard ‘we really value your feedback’ response when it is clear that you don't. - via 