20 Mar, 2019 → by ClaimboUser412340
Unacceptable service levels

2

We travel extensively for holidays and business. I am Platinum member of a few things. Seen all types of issues and service and let downs. We have waited many years to have this holiday. So we went overboard. Sandals Bahamas So much went wrong. No pickup at Airport as advertised . They said they did not know we were coming. However they books the flights. Had to wait 40 minutes. (Both the Rolls Royce and people carrier were due in at the same time so we took the roller) They advertise two heated pools at resort. One was stone cold and they would not accept that and would not test its temperature. It had three people in it. Everyone used the other pool. We had 'Butler' service and room. The term Butler is false advertising. The Butler is not trained at all. You actually get a nice young local guy who does not have a clue (and that is not his fault) and he gives you a mobile phone. If you want something you call him. He will be somewhere onsite. That is the extent of the Butler. Any request made with that phone was either late or non delivered so we called reception on almost every occasion to rectify. I believe the Butler had too many clients to deal with and had no conception of time management. Specifically - on one occasion (day 6) we ordered breakfast in our room. One hour twenty minutes later it arrived. The breakfast was cold, no coffee no orange juice and NO CUTLERY. My wife called for cutlery. That came 35 mins later. and so much more went wrong but I cannot blame the butler - he was just trying to do something. Breakfast was two hours lost. Day two - The pool out side the room was filthy. *** around the edge. Some small dead animals on the bottom and leaves and bits of plants in the water. The pool cleaner came past and saw it all and did nothing but sat and had a rest. We had to ask to get it cleaned. On the first full evening the Butler insisted we wait for him to take us to dine for our evening meal. He never turned up!!! Again, the next evening he insisted - but we gave up waiting. You see, they have a rule that if you are more than 20 mins late for dining you lose your reservation. On one occasion he turned up, whilst we were dining, to apologise. The second time he came as the restaurant called him - (they did not believe us) he came in to get our booking re-instated. We dined late both occasions. and more...that is too long to explain. Times and dates are approximate and much more happened but the general idea is here. Don't use Sandals How did we resolve this? We left Sandals and flew to Fort Lauderdale to finish our holiday at a Hilton Hotel. Did we complain to Sandals - yes after 5 days and the hotel manager personally promised to get it improved - but on day 7 we left. I complained again on our return. Their offer - money off the next trip. Do I look that stupid? I think it was $200 That 60th Birthday treat/holiday of a lifetime cost us money wasted holiday time and 10,000$ for the holiday wasted yes it was $10,000 = in fact I think it was £10,000 We could have got that service for less money ANYWHERE I would say Don't use Sandals - its a joke. Its good for 3 days partying (25-40 years of age) if you don't care about service or clean rooms. Try Vegas - 24hr fun
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