Kadian Bryce

Review of Sandals Royal Caribbean

It took approximately 5 minutes for someone to ack...

It took approximately 5 minutes for someone to acknowledge me upon arrival. My husband drove up to the lobby so that I could exit the vehicle, but we were being rushed to get out of the way since a bus was behind us to pick up some other Guests. We had to hurry out the vehicle, took out our luggage ourselves and while he went to park the van I stood there waiting with the luggage and NO ONE came to acknowledge me, NO ONE offered to assist with the luggage for that 5 minutes, approximately, AND what made it worse is that staff were standing around. It was one little Miss, I don't remember her name, who came with her clipboard to ask if I was leaving and upon hearing that it was the other way around jumped into action and offered to assist we the check-in process. When my husband parked the van and came back we walked inside the lobby and no one offered to assist us with the luggage and again Bell Men and other personnel were in our immediate vicinity. You can imagine that this just set the tone for not liking this hotel, but I was determined not to let this experience spoil our trip as it was our 1st wedding anniversary. We had stayed at Sandals Montego Bay for our honeymoon and decided to try another property under the brand for our anniversary. I'm now of the view that we should have gone back there.

This property needs to do some training on customer service so that it's consistent throughout the property.

On a good note and why I rated this property a 3 and not a 2 was that the little Miss with her clipboard tried very hard after we got inside to be friendly and answered all our check-in questions, offered us cold towels and checked to see if our room was ready since we were early for check-in. This type of response followed us with Bellman we got to escort us to our room and again with the Regency Restaurant staff when we went for lunch.

So my advice is that they work on making EVERY guests feel welcome from the drop off point even if they did not arrive in a big Shuttle Bus. Staff needs to be a lot more observant and attentive to Guests in order to be at the ready to offer service, anticipate Guests needs, it goes a far way. So management may need to look at what THEY need to do to get their staff to start being consistent in this regard.