During my vacation time, my husband and i (Trinis) decided to spend some time in Tobago. We've stayed at different places here before (mainly guest houses), and haven't had much or any reason to complain about our stay at those places. We decided to stay at Sandy Point Village this time. Firstly, to book our flight, I called Caribbean Airlines. The customer service experience on that phone call was absolutely magnificent. I then called the Sandy Point Village and the contrast was soon noted. I spoke with one of the receptionists (Avanelle) who seemed to be new or something because she kept putting me on hold everytime i asked a question. That was the next thing. I felt as though I should have been sitting at the reception desk because I was asking all the questions. Information was not readily/easily available and most questions were answered with just a 'yes' or 'no'. Despite this, my husband and i still decided to come, with the hope that the service experience would be better.
Upon arrival, the check-in experience was not too bad, although the warm greeting and "welcome to Sandy Point Village" was missing. After we got our room we took a walk around the premises and found the surroundings to be absolutely lovely. The place was well kept and the ocean view was magnificent. The room was always clean. Unfortunately, these positives were far outweighed by some poor service experiences. I am involved in the service industry (i work in a bank), so I know all about customer service. It may not always be as it should, but we always have to make that extra effort to provide a high level of service since the reputation of the institution is at stake. The following outlines the sore points of our stay:
We signed up for the meal plan (b/fast and dinner). On our first night our first waitress was not pleasant at all. She did not let us know what dinner was inclusive of...all she said was chicken or fish. We had to ask her 1.what kind of fish; 2.how the meat was going to be prepared (e.g stew,curry???) 3.what else we were getting (was it just meat we were going to eat?). She did not tell us that the drinks we ordered were not included in the package. We found this out when another elder waitress took over and brought us a bill..of course the following nights, we drank the tap water (this was free...u had to pay for bottled water). I don't really understand how you could NOT include fruit juices in a dinner package...i just can't understand that. Anyway, the following morning for b/fast, we had the "joy" of having the same younger waitress attend to us. Thank God a very pleasant guy was working with her, so he was our main waiter for the morning. He brought us the wrong menu (apparantly there are menus for persons on the meal plan and menus for those who are not). However the waitress was at the bar area and realising that the guy gave us the wrong menu, her command to him was "take back dem menus from dem". We heard this from where we were sitting and it made us feel as though we were some poor menu-stealing destitutes...
Anyway, on one of the days we had to wait one and a half hours for clean towels. How can this be. Don't you have extra towels that can be used while the dirty ones and being cleaned??
Also, this is the first place that we've been to that you have to pay a deposit to get a remote control for a tv..
We also did not appreciate losing 4hrs of sleep per night between 12midinght and about 4 am, because of the noise from the hooligans who gathered to go to "The Deep".
Please take the reviews you get on the site seriously. You are running a hotel and service is the main factor in this industry. We will not be returning unless we hear of a vast improvement in the service. You all are probably still in business because people mix you up with the Sandy Point Beach Club...i don't know. Do something about your Receptionists and waiters/waitresses..









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