Joel Milford

Review of Sandals Emerald Bay

Trip went pretty smooth overall. This review is di...

Trip went pretty smooth overall. This review is directed toward post trip customer service. We were scheduled to go on an ATV excursion while at resort. The day before we went to the desk to double check and confirm our excursion. They informed us that it was actually canceled due to it simply not being available that day anymore. Who knows when we were to be notified of this.

Anyway, they said we would be refunded immediately so we left. A month has gone by since our trip ended and still have not seen a refund. We ve called the resort who gave us a different number to call. That number said actually the resort should handle it. No one seems to know how to handle refunds or wants to figure this out.

The last number I called, I was transferred to 3 different people, put on hold so she could call the resort. The resort said he didn t have an answer at the moment even though we already called them about the issue
2 days ago. I am supposedly supposed to get a call back to see if we ll be issued a refund.

If we didn t call them, I m not sure we would ever see the refund. It s been a disaster trying to handle something that should be very routine .