Sandals Emerald Bay - All Inclusive Couples Only

I am an emerald status Sandals guest and attorney. This resort is dying. I arrived home after an eight night stay. Six of those were without air conditioning. There was a black ooze in the first room coming from the AC vent before it broke down. They moved me. My new room was 85 degrees at night. The entire resort had no AC. People were passing out and sleeping in ice baths. My bath tub would not drain. The steam room at the spa was broken. The spa elevator was broken. The ice cream display was broken. There were no ice cream toppings, only crumbs in the display which were there when we arrived and there when we left. I was overlooked by my butlers and did not eat lunch until the 4th day. I am allergic to nuts. Upon arrival, my butlers served me nuts. It happened three more times and once in a restaurant. This has NEVER happened to me at Sandals, EVER! (Why ask on a preference sheet or in the restaurants what you are allergic to if you aren’t going to listen? This is life and death.) They left hot cheese and nuts in our room each day in 85 degree temps as if it was safe to eat after being out for hours. The ice cream place asked us if we minded melted ice cream. Yuk! Dangerous hot dairy again! At our candlelight dinner, the waitress asked us if we had a lighter. The laundry service was closed. The butlers flat out told us they were waiting on 11 rooms at a time. I don’t care to know that. Ergo we felt guilty even asking for food etc. The last night, people slept in the pool it was so hot. Knobs on furniture and doors would fall off in our hands. I met with a manager who was real nice but told me corporate had tied his hands and they would only give me three free nights IF I purchased four more. I want the eight nights I bought for $13,500! Because of all the broken things, we were scared to scuba. Our life was not worth the risk. Here are a few photos. I am reaching out to corporate for a fair remedy. Otherwise we will not do Sandals anymore even though we are so very close to our free week. I’d rather be at home than endure this again. They are too top heavy. They kept pointing out a multi million dollar home in which their GM lives. Sandals needs to sell that home and overhaul this property. The days of charging this sum for subpar accommodations and service is over! The employees need to be trained but I even felt sorry for them as they too were embarrassed at this money pit profit scam. They literally begged me to complain to corporate about the conditions of the property. Through social media I learned this problem has been ongoing for over five years!!!!! Fortunately all of us who were there together and endured this are keeping in touch. As of now they still have no AC. Beware!!!!

First thing I will say is that the staff here was amazing and blew away any other Sandals experience I've had. Special thanks to Richard their Golf Club Pro for his hospitality and welcoming us for a tour. With that said, this place is in major need of a renovation and more staff. Everything is makeshift and just falling apart at the seams. It is a shell of what is once was, and it's sad that guests are paying a premium for this resort. I made a request on the Gina app to have our shower cleaned of black mold the first day and it was done, but that shouldn't be something a guest has to deal with. We also had to request luggage racks and slippers that weren't in the rooms. We had two bedside lamps that kept shorting out and the lightbulbs didn't stay in them. The mirrors were so old and marked up, floors very dirty, main door didn't shut properly, and we had shower issues with the water. 5* luxury, NO. We didn't get any turn down until night 5, after asking several times we did the last two nights. The main pool has the swim-up bar, that has the left side of the bar totally broken off and one large main tile in the pool floor missing that is dangerous. The jetted pools no longer work. The quiet pool was being heated and it took four days for someone to finally take a look and realize it was 93 degrees when it was 98 degrees outside, so no one was using it. The one thing about the brand that always stands out to me is lack of service around the pool & beach in comparison to others in the same price point. It just makes such a difference on a service level. I also miss decent wine and any selection of Rose Wine-- I bought a bottle one night, but it was outrageously priced. The beach is nice, but the loungers are old, broken and extremely uncomfortable. I wish they kept up with the sand and kept it clean, it's so dirty and full of trash. Overall, the food was good. We really enjoyed the a la carte Breakfast and Lunch at the Bahama Bay bar for salads and pizza. Barefoot was the best meal of the week, followed by the Soy and Italian. The evenings are mostly chill here, it's a shame the same person who is serving you drinks at Breakfast is closing down the late-night bar - the staff was certainly overworked and unfortunate because we felt many nights they were closing down bars' way to early. The coffee shop was good but heard complaints from staff that they haven't had their working machines for over two months, so things get very backed up. Airport transfers were smooth and convenient. We met some lovely people through the stay and made some new friends on the islands that we hope to visit again one day. I do hope this resort invests some money and makes this place look like deserves. Cheers to Tonya (server) who took excellent care of us all week.

We would come here every other year, alternating between Emerald Bay and different resorts in Jamaica. We have been here 4 times. This years alternate is Sandals Dunn's River. Loved this place. Shame they are changing it to a Beaches. Big mistake in my opinion. We live in Edison New Jersey. Unfortunately no direct flight. If there was a direct flight from Newark we would have come here every year. I worked in the fashion business for almost 20 years. In that time I probably flew 1/2 million miles. Our last fight in November 23 was on Delta Airlines. The worst flight in my life. Never fly Delta again. I cant see people with small children coming here because of the connecting flights. Should have worked out a flight once a week from Newark NJ. Would have kept the place full. Great golf course. We will miss you Emerald Bay. Good luck Jeremy, maybe we shall see you again in the future. Ryki Ukrainski

Sandals the company does not care about their customers. I wish sandals was as loyal to their customers as their customers are to them. What they did to people who were booked there is just wrong. Was going for my 40th wedding anniversary. Will never go back to beaches and may never go back to any sandals property. No good customer care or support

First of all, the actual view from the room is of a burm with weeds. Beyond that is the ocean. Red flag warning the whole time we were there. We weren't allowed to go snorkel or use other equipment in water. The only thing to do was walk along the beach which I did zigzagging thru all the plastic trash. The resort next door had a cleaner beach front. The food was ok. The drinks ok. The workers were not trained in high end customer service. Bottom line is, you pay 5 star price but receive 2.5 star quality. My husband and I changed our flight to go home a day early. I would never recommend this place

They just closed this resort with 2 weeks notice and canceled our vacation!!! We were planning our 5th Sandals vacation and paid in full. Now i have a couple of weeks to find another place to go while they tied up 10,000.00 on my credit card. This is a disgrace - 2 weeks!