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Reviewed 4 April 2018 via mobile



We are at Sandals Royal Barbados. At the time of booking in late December Sandals was running a promotion that included a $250.00 Spa Credit. Since the resort did not have a catamaran we were also offered a $230.00 activity credit. When we arrived on March 30th there was nothing in our welcome package that indicated these credits had been issued.

On Sunday April 1 we went to the Loyalty office to make an enquiry (we are lowly Emerald status but highly profitable, we book 1 bedroom butler suites). The Loyalty office said that it was not in their world and sent us to the front desk. The front desk refused to deal with the issue (at which point I asked to speak to a manager) and sent us to the Activities desk. I insisted on speaking to a manager, they attempted to call the front desk manager, she was unavailable. I requested that a message be left asking her to call us. As of Wednesday at 5:25 PM there is no response.

The Activity desk took on the issue for the activity credit but told us we would have to deal separately with the Spa. My wife was deeply annoyed by this and suggested that the run-around was bad for business. The clerk on the activity desk sent an email to head office operations on Sunday. She received a reply on Monday that said there were no credits. We went through the merry-go-round again and she agreed to to find out what credits were on offer when we booked.

The reply on Tuesday was the credits were available, but to receive them you had to do something on-line. We booked directly with Sandals using the 1-800-669-4774 number. The booking agent told us we would receive them, but mentioned nothing about an on-line process to register for them.

This was clearly above the activity desk’s authority to resolve. We again asked for a manager to deal with the issue. The Operations Manager was suggested. We left messages yesterday and today with no response.

Our butler team is aware of the issue, clearly frustrated by being unable to help, has advised their manager, but we have not heard a word on that front.

Our stay ends on Sunday April 8th and is being poisoned by this run-around. To pour salt in the wound we attended the “Reunion Dinner” last night and had to listen to platitudes about gratitude and service.

I am in a service industry and this level of dispute resolution is unacceptable. The credits were clearly considered in the pricing of the trip that Sandal’s provided. By dithering we are given the impression that Sandal’s is quite prepared to allow time make the issue go away. I am not sure that Sandal’s has considered that by dithering time may make the client disappear.

The sad part of this is the operational staff is great, the cuisine is to a high standard and the resort is well maintained. Management gets 0 Stars, the staff 5. Split the difference and we give 2.5.

Stayed: April 2018, travelled as a couple
15  Thank James A M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 April 2018

We went to Sandals Royal Barbados in March 2018 for our 1st Sandals holiday and it was fantastic. Staff are wonderful and helpful and our room was excellent. The restaurants are really good especially Butch's seafood & grill, Portofino and also La Parisienne. The food everywhere was excellent though. Great nightlife and fun, and makes it better that you can use the facilities in either resort. Yes they have a slight problem with the sunbeds with cover (unless you have a butler, which we did not have), but this did not spoil our holiday. We loved it that much we plan on going back March 2019 for 10 days. We cannot wait.

  • Stayed: March 2018, travelled as a couple
    • Location
    • Cleanliness
    • Service
6  Thank Ian W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 April 2018

we have been in sandals royal barbados from march 22th to march 29th, with butler service.
Best place to be. Thanks to our butlers Jane Tamara and Ryan. Third time in sandals butler service and always the best

  • Stayed: March 2018, travelled as a couple
    • Location
    • Rooms
    • Service
1  Thank Brigitte C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 April 2018 via mobile

Have just spent 10 amazing days at Sandals Royal . It was truly amazing. My husband and I treated ourselves for our 50th birthdays. We also celebrated our anniversary whilst we were there and our butler Trey wrote happy Anniversary with Petals on the bed and spoilt us. As we chose the butler option we didn't lift a finger the whole holiday. We had one of the south seas swim up rooms which we really loved. We never ate a bad meal the whole time. The restaurants were amazing. The best food we've ever had in the Caribbean. It was our first time in Barbados and we will definitely be back. The friendliest people we have encountered. There is plenty to do on the resort. I'm sure we didn't see all of it. I would like to say a big Thankyou to our butler team. Demar, Dionne and Trey for making it so special. See you next year

Stayed: March 2018, travelled as a couple
3  Thank Mrs Janette G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 April 2018

very nice suites, spacious, ocean view a little disappointing and misleading, food choice and quality fantastic.
not sure how it is classed a separate property to Sandals Barbados next door.
Due to excessive waves watersports out of use most of the time surely they could replace this with free golf instead of $100 per person.

Room Tip: Views are better the closer you get to the beach, unusually apart from the top price rooms the blocks are built at 90 degrees to the sea.
  • Stayed: March 2018, travelled as a couple
    • Value
    • Sleep Quality
    • Service
4  Thank sunseeker099
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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