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“Expectation = 10 Reality = 6” 3 of 5 stars
Review of Sandals Royal Bahamian Spa Resort & Offshore Island

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Sandals Royal Bahamian Spa Resort & Offshore Island
5.0 of 5 Resort (All-Inclusive)   |   West Bay Street, Cable Beach, Nassau 13005, New Providence Island   |  
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Ranked #2 of 33 hotels in Nassau
Manchester, United Kingdom
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
14 helpful votes 14 helpful votes
“Expectation = 10 Reality = 6”
3 of 5 stars Reviewed September 25, 2013

We are Travel Agents in the UK and send clients all over the world, Sandals was on our visit list to promote to our clients but unfortunately we will have to tell it as it is. Our expectation from looking on their website and speaking to our BDM was over a 10. We were really excited to be visiting Sandals and were hoping to be well looked after. The Resort knew we were arriving and we were looking forward to being shown round the resort and all it had to offer. No one contacted us. The staff were extremely helpful and polite, they could not do enough for you, however, please remember you are on Bahamian laid back time and nothing is done in a hurry. On arriving you are gathered for check in with all other guests arriving. After travelling for nearly 14 hours, a 40 minute check in was not appreciated. Again,the staff were not at fault this is the procedure but to be shepherded to your room with all other guests did not give us the 'special sandals treatment' we expected. The Resort itself is tired, certainly our room on the Windsor block (Windsor Honeymoon Club Level Oversized Junior Suite) needed a little attention. We did ask to move room but when we asked to view the alternative room, management did not call back to confirm a convenient time to view. We chased twice and gave up. Branded drinks are not in the room, they are all local drinks. The fridge is well stocked with all soft drinks and always plenty of water. Should you want a branded bottle eg Bombay Gin, there would be a charge. I am not sure that 10 fine dining restaurants best describes Sandals restaurants, some are only open at lunch and they are all convenience foods. The spices restaurant is however good at lunch time and served some lovely food, fresh and healthy. You have to pre book virtually all the restaurants and sometimes you could be eating a 6pm to get in the restaurant. This is not flexible, you either book it or miss out. The Cricketers is extremely poor, our first night it rained heavily and we chose here for somewhere quick as we were exhausted. As we sat to eat our burger and chips, rain dripped through the ceiling and down my back. Desparately needs refurbishing. Food throughout all the restaurants in our opinion did not have the WOW factor and after spending nearly £5k on a holiday we were not going to pay another USD140pp to dine in the Gordons Pier Restaurant. The menus are not changed unless its buffet so if you eat twice in one restaurant you get the same menu each time. There was never any specials with Fresh Fish or Steak. One day we ate lunch really late and therefore did not go to have our evening meal until 930pm. The only restaurant available was Cricketers and after our first experience we decided to go back to the room and order room service at 945. Our food arrived at 1115pm, as you can imagine, our hunger had turned to tiredness and we left the food. The private offshore island is only half an offshore island, one half is exclusive for Carnival Cruisers. We asked for an item of clothing to be collected for dry cleaning. It was packed in the case retuning home still dirty as the concierege had arranged for it to be collected and it was never picked up. Sunbeds need upgrading along with rattan cushions. As a travel agent we wanted to experience the resort and promote Sandals to our clients. Unfortunately we would not class this as 5* and therefore would have to let our clients know exactly what they were paying for. In short summary in the UK we have a saying ' All fur coat and no knickers'.

  • Stayed September 2013, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lauren B, Online Review Coordinator at Sandals Royal Bahamian Spa Resort & Offshore Island, responded to this review, September 26, 2013
Hello and thank you for your review, Sue.
We regret to hear that your stay was not as expected. We strive to uphold the highest standards of service and quality. Our staff goes through 120 hours of rigorous training each year to ensure we are providing excellent guest experiences. We have many guests that boast of our luxurious inclusions, water sports, fine dining, accommodations and quality of staff but as hoteliers we realize that there is always room for improvement and your feedback is appreciated.
We want to make sure future guests do not have similar feedback and will be forwarding your review to the appropriate departments for further discussion. We do request that while on resort you notify us of anything that does not meet your standards. We are always willing to work with you to make sure you walk away feeling like your stay was money well spent.
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (943)
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English first
Washington, District of Columbia, United States
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed September 25, 2013

This location had great service! We traveled her for our Honeymoon and could not have asked for more. The no kids was really nice! It was mostly couples which was nice. The all inclusive service was wonderful and had other activities and excursions at little or no cost for the value. Clean and friendly with many activities rain or shine. Specifically, Lance was so attentive and our drinks were never empty. He was so friendly! Also, Damon was our dive instructor and he did a wonderful job making sure we were comfortable in the water.

  • Stayed September 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lauren B, Online Review Coordinator at Sandals Royal Bahamian Spa Resort & Offshore Island, responded to this review, September 26, 2013
Thank you for your review of Sandals Royal Bahamian, Dani. We are ecstatic to hear that you had an amazing honeymoon trip! It is great that you got to participate in many of the included activities and had such a fantastic time. Our staff members are a great group that will definitely go out of their way to make each day of your stay wonderful.
We look forward to welcoming you back soon and will pass along your kind remarks to the team!
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Canada
Senior Contributor
31 reviews 31 reviews
17 hotel reviews
Reviews in 21 cities Reviews in 21 cities
42 helpful votes 42 helpful votes
4 of 5 stars Reviewed September 23, 2013

The overall opinion is positive. The level of service is good, choice of dining options decent. Be prepared to dine after 9pm in some of the restaurants. Preference is given to the butler suite guests along with concierge rooms. Plenty of chaises on the beach, the pool areas are limited if hotel at full occupancy. The island is great for solitude and snorkelling/swimming. The restaurant on the island is average with slow service. Not enough palapas or chaises. Rooms in the new tower are nice size but the lower floors would have noise factors due to the karaoke bar on the main floor,
The garden area rooms are housed in Old English style buildings with beautiful gardens, perfect for those seeking the quiet Old world charm. This resort is great for couples looking to spend "together" time in an all inclusive atmosphere with a-la-carte dining options. Pizza, Pub style for casual dining very good. Sitting by the fire pits overlooking the sea is a very romantic setting. The wedding ceremony location should be in a different location, the island would be more private and scenic.

Room Tip: Request floor 4 and above in the Royal Bahamian Tower facing the resort.
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  • Stayed March 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lauren B, Online Review Coordinator at Sandals Royal Bahamian Spa Resort & Offshore Island, responded to this review, September 24, 2013
Thank you for taking the time to review Sandals Royal Bahamian, Jackie. We are pleased that overall you had a good time at our resort.
As hoteliers we realize that there is always room for improvement and feedback is crucial in this process. Therefore, your comments have been passed on to the relevant departments for immediate evaluation and action as needed.
Thank you once again for your review and we hope to welcome you back soon!
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Cambridge, United Kingdom
1 review
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed September 22, 2013

Whilst at your hotel we were delighted with all aspects of the service provided by the Club Sandals Team. It was a pleasure to speak with many of them who we found extremely helpful, polite and very obliging. It would insult all of them to just give them 5 stars in a questionnaire, they all deserve the very highest praise.

We would like to single out a few names for specific praise as they made our holiday/ anniversary the most enjoyable event we could ever have hoped for. We must start with Sandra Rolle, as the team leader nothing was ever too much trouble and her contribution was very much appreciated, a truly wonderful person and I am sure a friend for life. Then we have Erica, Angelique, Rashad and Unika each of them in turn playing a significant part in our enjoyment during our entire stay. We can not overlook Anton, our cocktail mixer, he is one live wire and great to have in any team( Sandra managed to keep him well under control). We believe he models himself on Axel F in the Beverly Hill Cops series of films, good luck to him. Finally on the staff front we can not forget Antonique, a superb girl who helped us celebrate our Anniversary with a Candlelight dinner for which we were both left speechless.
We know that the staff are only part of the picture and the food, facilities, rooms and the hotel all created that most pleasurable holiday that we truly will never forget. We have enjoyed food in many restaurants around the World and by Top Michelin Chefs in London and we have to say that the Food at Gordon's on the Pier, Baccarat and our Candlelight dinner was some of the Finest food we have enjoyed.
Were we lucky to get this 5 star treatment?. I think not, we look for a very high standard and the hotel certainly delivered.

Room Tip: Club Sandals Suite on 3rd Floor. Hear the sea rolling in and watch the sunrise
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  • Stayed September 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lauren B, Online Review Coordinator at Sandals Royal Bahamian Spa Resort & Offshore Island, responded to this review, September 23, 2013
Wow! Thank you so much for sharing your lovely Anniversary holiday experience at Sandals Royal Bahamian with us! We are delighted that you had an amazing time and everything was perfect for you from start till finish. I can tell from your review that the staff members played an important role in shaping your opinion of our resort and brand. I am so proud of them delivering the excellence that Sandals is well known for, as we have set our standards very high! I will forward your kind remarks to the team!
We look forward to welcoming you back soon for another fantastic trip! :)
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Toronto, Canada
1 review
7 helpful votes 7 helpful votes
2 of 5 stars Reviewed September 22, 2013

We just returned from a 4 night get-away. This was not our first time in the Bahamas, we have previously stayed at the Atlantis and the Riu. Never felt the need to rate them because our experience has always been great, both hotels giving the service you expect from a 5 star.

Before going to Sandals Royal Bahamian, we did our research and even called the Sandals 1-800 number to ensure the room we booked would be exactly what we wanted. With the exact name of the room the Sandals rep. told us would be our perfect room given the criteria, we then booked that exact room online. ( what I asked for is a room with the best ocean view, not having to be ocean front and NOT overlooking any roads,mechanical or rooftops of other buildings and it had to be in the Balmoral building. What she said we would get if we chose that specific room was an unobstructed view of the ocean on the 5th or 6th floor and absolutely NO looking at roof tops, roads or mechanical.

When we arrived at the airport, Sandals has a reception 'booth' near the exit doors to welcome their guests, however, our names were not on the list. I was even asked if I was sure I was staying at their hotel??? Who travels all that way and does not know where they are staying??? Other people were greeted while we stood there and had to provide proof (our online booking papers) before we could get on the bus to drive us to the resort. Before driving off the driver looked in the van and announced that it was full of big people and he could not fit anymore. As insulting as that could have been it was more funny since the driver was bigger than anyone of us in the van. When we finally got to the resort's check-in desk, everyone else got checked in except us since, (again) they didn't have our names nor booking number. We again provided our booking information and we eventually got a room.

When we got to our room we could not believe it, it was like someone was playing a cruel joke on us. First of all it was on the forth floor, it had an ocean view, sort of, far, far away over the properties next door. On the 4th floor the ocean you saw was more like a horizon line. Needless to say, we were looking at the rooftops of the adjacent property and as an added bonus next door had some kind of mechanical that was running loud. Immediately we went to see if we had been given the wrong room and we were told that we should not have relied on the Sandals 1-800 for room info because they were not in Bahamas and they really did not know the rooms!!! Further more they were booked ( we even offered to pay for an upgrade) and that was all they had for us and maybe tomorrow they could check for something else. That night we went to dinner, one that was reserved for us at the front desk when we arrived, only to be told they did not have our names! Again???? No, wait, yes they did but we had missed our reservation by half an hour. The girl at the front desk had given us the wrong time. With a huff the girl said she would see if she could fit us in. At this point we felt like very unwelcomed guests of the Sandals Resort. Later that evening we happen to asked for directions from someone at the concierge desk and when she asked if we were having a good time, we were honest. I was ready to go home. She was really nice and told us she would have a better room (club level) the next day, at no extra cost ('sorry or the inconvenience').

First of all Sandals has a 'class' system not an all inclusive system. Depending on how much you pay (overpay) is directly related to the service you get. The next day, the girl who we spoke to wasn't there so the manager decided to help. She told us that we had to upgrade our room with an increased cost of $150/night which would get us to the 'club' level and get better service and better room. When we explained that we had been offered this at no charge 'manager' insisted that there must be some misunderstanding that it was not there normal practice to just give the upgrade for free. She grilled us asking if the girl had specifically said she would upgrade. At this point 2 other employees joined her, we had no idea who they were but they would give a comment every so often, it was very intimidating. We did not argue or ever become unreasonable, we were starting to think we were going to get the girl who offered us the room in big trouble. The manager kept repeating that she would be talking to her when she came in for her shift. All of a sudden the manager had a change of heart and gave us the upgraded room, claiming she just wanted us to be happy and 'sorry for the misunderstanding'.

The new upgraded room was on the 2nd floor, it was the exact same room, just on the opposite side of the building overlooking the pool, the ocean view from the 2nd floor was completely obstructed by all the palm trees. This room had a soaking wet carpet on the balcony side, the bathroom smelled faintly of urine, no robes, no umbrella, missing shampoos and soaps. We received a call from the manager 10 minutes after getting to the room wanting to know how it was... at this point we were intimidated enough we felt it was better not to say anything and just finish out our stay and never return to a sandals again.

Looking back at all the reviews, it seems that the people who had the best time were the ones that had butler service (the highest priced service) This class system that Sandals has created is an interesting way of making more money from their all inclusive resort. For all others, it is an expensive (double the price of Atlantis or Riu) way to be treated like a second class citizen!

Room Tip: To get a good room, you must stay at a different hotel.
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  • Stayed September 2013, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lauren B, Online Review Coordinator at Sandals Royal Bahamian Spa Resort & Offshore Island, responded to this review, September 23, 2013
Hello and thank you for taking the time to write a review of Sandals Royal Bahamian.

We are saddened to hear that you did not enjoy your stay. We apologize for any confusion you may have experienced during your time with us. Regardless of the accommodation you choose, I assure you that our staff members are committed to providing the best service and quality to anyone walking through our doors.

We have many guests that boast of our luxurious inclusions, water sports, fine dining, accommodations and quality of staff but as hoteliers we realize that there is always room for improvement and your feedback is appreciated.
We always encourage guests to inform our management staff on property of anything that does not meet your expectations and you should never feel uncomfortable to do so. We wish to provide the vacation of your dreams and will be happy to work with you so that you walk away feeling your stay was money well spent.

I would be happy to look in to this matter on your behalf and will be contacting you shortly for additional details. Thank you for your continued patience. I look forward to making contact with you soon.
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colchester
1 review
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed September 21, 2013

stayed 07/09/13 to 17/09/13. royal village deluxe room. room ok, just, washhand basin( cracked) in the bedroom, probably because it would not fit in the bathroom. reported broken bedside light not working, got fixed 36 hours later with help from the chambermaid. mini-bar replenished some days, some days not, the same with coffee and milk. six restaurants all built round one main kitchen,same food,different sauce, so the restaurants became just different seating areas.some restaurants were closed for private functions, no guests of the hotel allowed (Casanova).
spices restaurant was only open for dinner on two of eleven nights, shameful. The food is not five star, all very average and at times not very hot. Breakfast was the only meal that stopped me from starving, but the bacon was cold every morning.NOT WORTH THE MONEY.

  • Stayed September 2013, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lauren B, Online Review Coordinator at Sandals Royal Bahamian Spa Resort & Offshore Island, responded to this review, September 21, 2013
We regret to hear that your stay was not as expected. We strive to uphold the highest standards of service and quality. Our staff goes through 120 hours of rigorous training each year to ensure we are providing excellent guest experiences. We have many guests that boast of our luxurious inclusions, water sports, fine dining, accommodations and quality of staff but as hoteliers we realize that there is always room for improvement and your feedback is appreciated.

We want to make sure future guests do not have similar feedback and will take action by notifying the appropriate departments of your remarks - including our food and beverage team. We do request that while on resort you notify us of anything that does not meet your standards. We are always willing to work with you to make sure you walk away feeling like your stay was money well spent.

Thank you once again for your review.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Senior Reviewer
9 reviews 9 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
6 helpful votes 6 helpful votes
3 of 5 stars Reviewed September 20, 2013

Just back from a great holiday.All we wanted to do was lie on the beach,swim,have a drink and go out in the evening for dinner.No problems doing any of this apart from the latter as in my opinion the Restaurants are just not up to 5 star standard in respect of food served.The quantities probable appeal to the guests from the US of A but as a Londoner used to the finest cuisine I was very disappointed with every Restaurant on the complex.It seemed that the food was all cooked in the same kitchen and a different dressing added to coincide with the menu offered by each restaurant.Apart from this all was excellent.We like to dress up for dinner and make an evening of it but the food was so poor that most nights we reverted to the English Pub with its constant American football coverage for yet more chicken wings.Maybe all Sandals cuisine is similar to this and I was expecting too much but still had a great relax for two weeks.

The quiet pool is better than the noisy one where they play name that tune from 11am in the morning.The American guests love this and I did too in 1970 when it was popular.

  • Stayed September 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lauren B, Online Review Coordinator at Sandals Royal Bahamian Spa Resort & Offshore Island, responded to this review, September 21, 2013
Thank you for taking the time to write a review of our property.

We are grateful for feedback, inclusive of TripAdvisor posts, as it allows us the opportunity to identify our strengths and weaknesses. Our response to feedback continues to be in word and deed. We hope that you would afford us an opportunity to demonstrate the same.

Regarding your concerns about the food and dining options, it is surprising to note that some of the food served was not to your expectations. This aspect of our operation is usually considered exceptional and very often received compliments from our guests. We are therefore sorry if you were not similarly impressed. I will be forwarding your remarks to the resort's management team for further review.

We do request that while on resort you notify us of anything that does not meet your standards. We are always willing to work with you to make sure you walk away feeling like your stay was money well spent.

Thank you once again for your review.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sandals Royal Bahamian Spa Resort & Offshore Island

Address: West Bay Street, Cable Beach, Nassau 13005, New Providence Island
Phone Number:
Location: Caribbean > Bahamas > New Providence Island > Nassau
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Spa Hotel in Nassau
#1 Top resorts Hotel in Nassau
#1 Luxury Hotel in Nassau
#2 Family Hotel in Nassau
#2 On the Beach Hotel in Nassau
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Sandals Royal Bahamian Spa Resort & Offshore Island 5*
Official Description (provided by the hotel):
•New, extra comfortable, ultra luxurious Day Beds added poolside on Sandals Cay •Sandals Cay now has Zen Spa and Fire Pits.-----•Butler Service, 24-Hour Room Service, and Rolls Royce or Mercedes Transfers for select suite categories. •Over 10,000 sq. ft. of the Island’s most impressive Freshwater Pools•Sandals Cay – Nassau’s only resort with Private Offshore Island & Restaurant.•Ten Dining Options featuring an array of cuisine from French to Bahamian. •Minutes away from excellent duty free shopping in Downtown Nassau on Bay Street and world class gambling on Paradise Island.•Weekly Late night decadent Chocolate Buffet offering specialty coffee •Voted Sandals Resorts “World’s Leading All-Inclusive Company” 16 years in a row. •Voted Sandals Resorts “Caribbean’s Leading Hotel Brand” 18 years in a row. •Voted Sandals Royal Bahamian “Bahamas’ Leading Spa Resort”. ... more   less 
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Also Known As:
Sandals Royal Bahamian Spa Resort & Offshore Island Hotel Nassau
Sandals Royal Bahamian Spa Resort And Offshore Island
Sandals Bahamas
Sandals Royal Bahamian Cable Beach
Sandals Bahamian
Sandal Resort Bahamas
Sandal Royal Bahamian
Sandals Royal Bahamian Spa Resort & Offshore Island Bahamas/Nassau

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