The Good: The servers in the restaurants are the ...

The Good: The servers in the restaurants are the best! Ms. Augustina "Tina" Turner, Ms. Shirley, Mr. Swayze and the others were great. They were more than happy to accommodate any request including taking pictures of you on the balcony. The concierges Sonny and the others providing this service really take their jobs seriously making sure that as guest we are happy when we arrive. The Sales Team, Ms. Lorna and Clyde did an awesome job making our anniversary a memorable despite it not going as my husband had originally planned; Ms. Lorna went out of her way to make up for the mistake. Activities were good also. Ms. Kendall is the life of the party. She is going to make sure that you have a good time on her watch and we appreciated this about her. She welcomed all guest during activities and you can tell that she was genuinely interested in getting to know the people that were staying at the resort.

The Bad: Housekeeping is not the greatest. One day it took until 2pm for someone to clean our room and then we were told that there were no more wash clothes so she couldn't replace our old ones. The cleaning of the room left a lot to be desired. Cuisine was not the greatest. Breakfast tended to be on the luke warm side instead of hot. Options for meals are limited and they tend to recycle the same meals; we were there six days and breakfast was the same everyday with a rotation of waffles, pancakes, and french toast. The restaurants close early and the menus are limited. The food at the Mangrove is not the best. Had the Jerk Mahi Mahi with remoulade sauce and it was the worst (the remoulade sauce was actually tarter sauce)! Bites in the Lounge was also limited offering only a few items until midnight and the dessert left a lot to be desired

The Ugly: Guest Services needs to be sent back to hospitality school, especially the Assistant Manager Marliqua. I'm not sure how she received her position, maybe by default but she sucks at it. We were to have a king room and instead we were given a double. We requested a change immediately with the assistance of our concierge, Sonny. Told to call back at 6pm arrival day, first thing the following morning, after 11am, after 1pm, after 3pm. Doing so each time until Marliqua informed us there were no rooms available (although people were continuously checking in). She apologized and then promptly informed me that she didn't care if I accepted her apology or not. Needless to say I asked for the manager...surprise a room is now available. However, this room was worse than the first as the water from the sink was rust colored and the room needed some work. We stayed considering the hard time we had getting the king room, but we won't be back at the Sugar Bay.

If the customer service skills were better, we could probably consider the Sugar Bay again, but Marliqua messed it up for everyone. I better understand now why the Wyndham pulled out of this partnership and why all the locals felt sorry for us when we stated we were staying at the Sugar Bay.