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Review of Sandals Montego Bay

Disappointed at Sandals.

Disappointed at Sandals.

Summary: We did not feel that we got our money's worth at Sandal's Montego Bay. The service and staff were sub-par (with exceptions) and the food was average at best. Facilities were nice, clean and well maintained.

Examples:

1. Upon arrival at the resort, it took 2 hours for our bags to make it to our room. We were dressed for travel so we couldn't go out to the beach or change for dinner. After 3 phone calls to the front desk, the Head Concierge finally had to physically locate our bags and have them delivered. This is basic service...not sure why they screwed it up

2. When we did make it to the beach that evening we were informed by the beach staff that there were no more beach towels. So after flying 1500 miles and spending $1200/day to visit a beach resort, the staff told us that there were no towels.

3. After booking an ocean view room, we were given a room with a view of the volleyball court and the back of the kitchen. Had to spend an hour changing rooms.

4. All food facilities require reservations except the beach grill and cafeteria. When we called to ask, we were told by the concierge that there were no tables available at ANY of the restaurants for the duration of our 4 day stay. UNACCEPTABLE! I had to meet with the Resort Director to straighten this out. Yet another hour doing administrative stuff instead of relaxing

5. The Stewfish Cafe out on the beach is a seafood themed place. Our waiter forgot our drink order and we had to remind him. After waiting 1.5 hours for our meal to be delivered, we left and went back to our room and ordered room service.

6. We reserved a private beach cabana with our own "highly trained' Butler on day one. Upon arrival in the morning we had to call her repeatedly to come take our orders for food and beverages. Our beach breakfast took over an hour to arrive and when it did, the food was cold. Drink service was even slower. I wound up just walking up to the beach bar to get drinks and one time, discovered our "highly trained" butler sitting down, taking a break and texting. Again, I approached the Resort Director and received a refund.

7. Lobby bar service was exceptional. The bartenders are on their game and seem genuinely happy to help you.

8. Room service was solid and dependable.

9. The beach is nice. If you don't pay for beach butler service you'll often find that by 9am all the beach chairs with any kind of shade are reserved by the butlers for their clients. So you'll wind up in the sun 6 rows back from the water.

10. The Resort Director was proactive in solving our issues but we felt like there was a lack of management and ownership below her level. Many employees were unfriendly, sullen and seemed to resent our requests for service that we had paid for. Some of the staff were outstanding but the service was inconsistent so be prepared to be frustrated and disappointed by the quality of the staff.

Overall: You can get a better experience for your money elsewhere. I'm glad we weren't on a special occasion like a honeymoon or anniversary. Sandals Corporate needs to re-train the staff at this resort and take a hard look at their value model.