Business ProfileforSandals Resorts International

Subject: Feedback on Recent Stay at Sandals Resort ******* Dear Sandals Resorts Management,I hope this message finds you well. My wife and I recently celebrated our 18th wedding anniversary with a stay at your resort in *******. As longtime admirers of Sandals, we were excited to finally experience the luxury and hospitality we had heard so much about.However, our experience fell short of our expectations in several key areas. From the moment we arrived, we encountered challenges that impacted our stay. Firstly, there was an issue with my name being entered incorrectly into your system during check-in, causing an initial delay. While the staff was friendly and accommodating, this oversight was an inconvenience.Furthermore, upon entering our room, we discovered several issues. The toilet did not flush properly, requiring us to hold the handle down for an extended period with each use. Additionally, the floor was consistently soaked, likely due to a leaking shower that filled the tub ankle-high during use. These maintenance issues significantly detracted from our comfort and enjoyment during our stay. We encountered difficulties with our room key multiple times, and upon re-entering our room during our day at the pool, we discovered a worsening leak from the ceiling, causing significant water damage. This situation not only marred our special day but also left us feeling frustrated and disappointed with our overall experience at Sandals.When we were finally able to get back into our room, we noticed the floor was covered in water, and the leak had worsened. It became evident that there was significant damage to the ceiling from a leak upstairs, likely originating from the shower above. As water began to cascade down rapidly, accompanied by the sound of the room above running their shower, we immediately contacted the front desk. Unfortunately, we had to wait for them to address the issue with the upstairs unit before they could attend to our leaking ceiling. This unfortunate incident put a damper on our special day, adding to the overall disappointment of our stay.On the day of our departure, our flight was scheduled for 8:30 am. However, the hotel staff woke us at 1:30 am for our bags, and a taxi was ready by 2:00 am. The taxi driver drove recklessly and erratically, getting us to the airport in just an hour. My wife was left shaken by the experience, and we spent the next 5 1/2 hours waiting on the airport floor for our flight home.One of the most disappointing aspects of our experience was the dinner we had booked for our anniversary. We paid an additional fee for a romantic beachfront dinner, expecting a memorable culinary experience. However, the food was served cold and lacked the freshness and flavor we had hoped for, especially considering the premium price we paid.Despite these challenges, I must commend the warmth and hospitality of the Jamaican people and your resort staff. Their kindness and professionalism were evident throughout our stay, and we appreciated their efforts to address our concerns promptly.As loyal supporters of the Sandals brand, we believe in the high standards you uphold. However, our recent experience has left us feeling that our expectations were not met. We feel that Sandals Resorts owes us a gesture of goodwill to compensate for the shortcomings of our stay and restore our faith in your brand.We sincerely hope that our feedback will be taken into consideration to improve the quality of service provided at your resort. We remain hopeful that our next visit to Sandals will be a more positive and memorable experience.Thank you for your attention to this matter.