I'd like to start off by saying that the staff at ...

I'd like to start off by saying that the staff at this location was absolutely amazing and if it was an option to only rate them I would give them 5 stars. Unfortunately, my rating is based on the overall experience and why I won't be choosing Sandals for our upcoming trips.

First - When we booked our reservation, we chose one of the honeymoon villas with butler service. We went back-and-forth between the swim up pool, or the villa with walkout to the ocean - we chose the villa. After waiting 3 hours to be escorted to our room, we were taken to the second floor, which not only was not a villa nor walk out to the beach, it overlooked the basketball court and the bars; we couldn't even see the ocean.
When I explained to the concierge the mix-up, she said the confirmation that was sent did not give us the villa, nor a butler! Which we specifically made sure to choose. It was our honeymoon and we wanted the best experience. The concierge was able to move us to a room on the lower level with a better view of the ocean, but still no butler service. We were told to call the main Sandals, just to be told that we would have to deal with the front desk since we were already there. No help whatsoever. I can't express enough how VERY DISAPPOINTED I was - it was one of the main reasons we chose this resort. We even picked out the specific villa location we wanted.. and walked by it each day (it looked empty, probably because we booked it and were put somewhere else).

Second - It was our honeymoon and we chose a honeymoon package. There was supposed to be champagne, rose pedals and a special breakfast in bed. However small this was - yet again - we never received this package.. even after I called to inform the concierge that they had forgotten and was promised to have it the next evening. . never received.

Third - Room service took over an hour every time and the charcuterie board looked like a piece of american cheese sliced into four pieces with 2 rock hard crackers. Not impressed by the room service at all. *I will note that the actual restaurants were very good for the most part, especially Butch's.

Fourth - We were given a BMW chauffeur service to-and-from the airport with our package. When we went to leave they tried to put us on the bus since it was also not noted in their records (go figure). Luckily, the lady was kind enough to call for a BMW so we did end up receiving this service.

Overall, we were very disappointed that we had spent a lot of time finding the perfect vacation package and never received what we were promised. The villa and butler service was a huge mix-up on Sandals and it was never made right. We'll definitely be switching to Secrets for our anniversary trip.