My wife and I are not sure why Sugar Bay has such ...

My wife and I are not sure why Sugar Bay has such bad reviews. We both feel it's a solid 4 Stars.
We stayed there for a week celebrating our anniversary. We stayed in a Preferred Club Deluxe Ocean View Room. The room had a fantastic view. We enjoyed great sunrises every morning from our balcony. The room itself was very nice and comfortable. The cons of the room I see in other reviews. The door to the bathroom is a slatted door so it is less than private. The air conditioning is "adequate." We did have to leave it on high with the thermostat turned all the way down. I believe they are using water instead of freon in their air conditioners. They are not as efficient but there is no loud noisy compressor outside. When you are on the balcony all you hear is the ocean. A little "give and take" there.
We found the majority of staff members to be fantastic. There were a few bad apples but they were counted by exceptional staff members. The exceptional staff members really set the tone for the resort. If you are lucky enough to meet Prissy at the pool, latch on to her. She will always make sure you are happy and your needs are taken care of. She is so great, I felt the need to go out of my way to make sure the Resort manager knows just what kind of employee he has. Overall I'd give the staff an 8 out of 10. The bad aren't that bad and the great are really great.
They have a wonderful pool area at Sugar Bay. The pool itself was clean and a good temperature. The swim up bar is very convenient and the bar tenders are very friendly. The restaurants around the pool are very good and also very convenient. There were activities at the pool during the day such as bingo. At night the had parties at the pool that were a lot of fun.
The beach could be improved. It's not very big and it is a little rocky. They do offer snorkeling gear and kayaks at no extra charge. They have scuba activities that are an extra charge.
The resort has a number of restaurants. We found them all to be very good and the servers to be very pleasant as well. The restaurants in the main building have great views of the oceans.
The room service needs improvement too. There menu is split up into times that you can only order certain foods. It seems to me, if the kitchen is open you should be able to order anything on the menu. If I want a burger at 2:00pm I should be able to get it, not have to wait till 10:30pm to order it. It also takes a very long time to get your food. My wife unfortunately became ill one night and she wanted some ginger ale and chicken soup. I was told they were out of ginger ale, which surprised me. I told them sprite instead. They said to allow them 45 minutes to deliver to our room. After an hour and half room service finally came with cold soup and no sprite. I had to call back and ask for the sprite again. It took another 15 minutes to get the sprite. I talked to other guests that had similar complaints about room service. I talked to the manager about this and he was very apologetic. He seemed to take my complaints very seriously and didn't blow me off. He assured me they would be taking steps to improve the room service.
I'd also like to comment the general appearance of the resort. The exterior of the building needs work. There are a lot of cracks and even some missing pieces of walls. I understand Dreams has only owned this resort since November 2014. They have a lot of repairs and remodeling to do. I watched for a week the repairs they were doing to a balcony that was falling apart in the building next to us. I watched as they removed all the old rotten wood and replaced it all with aluminum beams. I was glad to see they were not just putting a bandaid on the problem and were actually improving the structure.
I feel this resort is exactly what you pay for. We felt that for the money we paid, we were very happy. Overall it was a great experience. We would come back again and would recommend to a friend. I might suggest waiting a few months for the improvement to be completed.