We are a Diamond Guest at Sandals, having spent 88 nights with Sandals/Beaches including this trip. We had booked at Sandals Carlyle. At the airport we were told we were staying at the Royal, an upgrade we were told... As scuba divers, being close to the ocean is a perk, so were excited to see this resort! Unfortunately, we waited a LONG time in the reception area to check in, finally going up to the desk to ask if we could go to our room. As a Diamond guest we usually check in in our room, having champagne on ice & snacks waiting for us... Not the case here. We weren't even "welcomed home" or recognized as a return guest. Our room was probably the lowest category there, I could hardly fit in the bathroom & I don't consider myself a large person. The balcony looked out over the bus arrival area, so no view. I visited the Soon Come Back desk as our travel agent had told us she was unable to honor our previous booking & to check when we arrived for the spa credit that I had signed up for. The employee kindly got on the phone to Unique Vacations & tactfully told me that our travel agent had cancelled our Soon Come Back booking as she wouldn't get her full commission with the new commission structure & that I was out our spa credit. I left frustrated as I work in retail in the U.S. and we "take care of our customers..." The next day my husband came down with FOOD POISONING, probably from the Regency buffet. He was throwing up & had diarrhea for 24 hours. I reported his illness at the nurses station only to be told it would be $170.00 US to see the Dr. I told her I was a Naturopathic Physician & wasn't willing to pay the fee... She gave me a cup for a stool analyisis. I took the stool analysis to the nurse. The next day I returned looking for results. It was hard for her to look up from her cell phone & texting, but she told me that it might be TWO weeks before they would have results and they would only notify me if there was a concern... REALLY??? Who else was sick that didn't complain??? Steve missed a day of scuba diving & several meals as well as felt miserable for 24 hours while the bug worked through his system. In 9 years I have only seen him throw up ONCE, so know it was the food. I ended up asking a dive team member to accompany me off the resort to a pharmacy to buy charcoal capsules to help my husband. The hotel manager did bring ginger root to our room, but no knife to peel & cut it, so was unable to make a tea. There was no direct follow up to see how Steve was doing, just a casual, "how are you?" if a manager saw him walking around... After going through the island wide virus on Turks two years ago, I am again dismayed at the lack of care Sandals has for a food borne toxin. Our dive team was AWESOME, It was GREAT to see Diesel, Brian & Devon again! We knew them from other Sandals/Beaches resorts! RJ, David, Shak, Romaine & others were WONDERFUL as well!! They are very professional, friendly and make diving FUN!! We look forward to diving with you guys in the future! We tried to take Brian & RJ out for dinner at El Jardinea which is a nice perk of being a diamond guest. The security guards at the employee entrance REFUSED to let them enter. We ate ALONE again.... This is the THIRD time, on 3 different Sandals resorts: Royal Bahamian, Antigua and now Royal Carribean, where the employees have been denied entrance & dining priviledges with us. If Sandals can't communicate to the security guards our wishes, then PLEASE don't offer this service.... This is the second time I have left a Sandals resort CRYING because I am so UPSET with the LACK of service... Dwight, one of the managers did come to our table when we were waiting for our employee guests to ask what was wrong, BUT he NEVER returned to tell us what happened...we had to find out the next morning from our guests... When I questioned our room "upgrade" I was told by the front desk that "for the $$ I paid for my room at the Carlyle the room at the Royal was an upgrade & if I had a concern about it to talk with Mr. Elliott, the General Manager at the Carlyle." Wow, I wasn't expecting such a blunt answer... I did speak with Mr. Elliott that night when we went to the Carlyle for dinner. He apologized for our lack of service & was unable to show us the room category that we had booked into, but asked us to call him the next morning after we were done diving. My husband did so & Mr. Elliott offered us a Butler suite with a Butler if we chose to return to the Carlyle. We returned without thinking twice. Dwight was willing to give us a complimentary taxi back to the Carlyle with our luggage instead of having to take the scheduled hourly shuttle. I do want to compliment two other employees that really stood out for EXCELLENT customer service, especially in light of all the problems we had. Verna at the beach bar was always willing to fill our beverages with a SMILE and kind words! She was constantly busy, but still had time to make small talk & appreciated our short conversations. Latoya in the Cricketeer Pub ( I hope I have your name right, the beautiful, pregnant woman who is expecting a daughter on our son, Chris's birthday, Feb. 26th!!), you brightened up our mornings after the problem in the Regency... You were also very good about getting our food to us in a timely manner with our dive boat schedule & did GREAT with my gluten free request! Thank you for your WONDERFUL service and great smile! Blessings on your birth and new baby girl! I really hope that service and attention to detail will improve at this resort.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We regret to hear that we did not meet quite your expectations for service and quality. We have many guests who feel the direct opposite and have boasted of our accommodations. However, as hoteliers we realize that there is always room for improvement and feedback is crucial in this process so we thank you for your review.
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As you know, your experience is truly not indicative of the norm and we would like to correct the situation and exceed your expectations during a future visit. I will be sure to send your feedback to the General Manager and relevant departments for immediate evaluation and action as needed.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.