I know things are difficult with COVID but we almo...

I know things are difficult with COVID but we almost missed our 1st anniversary bc of their inability to keep up with the governments requirements and they were all too quick to blame COVID for everything. Took NO repsonsibility. Got married at Sandals South Coast last year and loved it so very disappointed in this trip.

We booked our room over 4th of July and were suppose to get a free candle light dinner and charcuterie board. Find out later they never added it. First person I asked said if i didn t have a confirmation email she couldn t add it. Ok.... talked to someone else. He looked it up, saw that was the promotion when we booked and that he would send an email and we would receive a confirmation, which we never got. Fast forward to being at the resort where we had to talk to someone again and we finally got the candle light dinner set up. The food at the dinner wasn't great and we were eaten alive by mosquitos. Supposedly the charcuterie will be mailed but they couldn t say when. I'll believe it when I see it.

Rewind...we almost completely missed our trip. Jamaica requires a negative COVID within 10 days of travel. Then you have to submit a request for authorization to be let into the country. Per Sandals email it said to do that in 72 hours OR less prior to travel. So at 72 hours i log on, the government website said 3-5 days before travel and that it would take up to 2 days to be approved. Over 48 hours went by, it s now less than 24 hours before we leave and still says pending, and it s a Saturday. MANY phone calls trying to get approval, the number Sandals gave us to call was only Monday to Friday. I asked Sandals what I m suppose to do, they said push it back a few days. Then my COVID would be expired so have to get that again. 4 or 5 days for that to come back, another 3 for the authorization and then we would miss our anniversary. AND they wanted us to pay the difference in the price of the room since now the price is higher than the promotion we got. Seriously? Asked for a refund as they are the ones who messed this up. They said not our fault, it s the government . Actually if y all had said 5 days like the government said then we would have gotten approved no problem. That was the supervisor who continually interrupted and talked over me. Extremely rude person who should probably not be in customer service let alone the supervisor.

Authorization came through at 10pm that night. Thank GOD. Service at the resort was sub par. Every time we walked into Club Sandals it seemed like they tried to rush us out of there as fast as possible. Any time we called instead of going in there we felt as though we were being a bother. We rented a Cabana for a day that "included a bulter". She was continually late. Came around about every hour and a half. They were booked at 50% capacity" but we were never able to get a chair on the beach. I m diabetic and was continually given regular coke or beer when i asked for diet or light. Room wasn t cleaned till 3 pm every day. Tub on the patio didn t work. The came out and fixed it, stopped working again. Back to those mosquitos I mentioned earlier. They were EVERYWHERE, even in our room. The breakfast there was terrible so we started just ordering room service. Even in the morning there were so many mosquitos on the patio we could hardly stand it. Every time we ordered room service, our coffee cups looked dirty. We booked the Club Mombay lounge at the airport and had the most AMAZING experience there.. pretty pathetic we had a better time and friendlier staff at the airport than at a Sandals resort. I told our server that at Mombay and he said he has been hearing that a lot. I really could go on. Sandals is WAY to expensive to not have a fantastic experience. Wont be back.