Hurricane Guarantee Fraud? SDR Ivan Survivor

PrplFlh71 · Joined: 28 Feb 2005 Posts: 3

My wife and I stayed at Sandal's Dunn's River through Ivan. SDR management (Louis Grant) held a meeting and said , anyone who had to stay past their original departure date would be "comp'ed as in past similar instances or given an extremely discounted rate". We were held over two addt'l days and on the eve of the last day got a call to our room asking if we would like the $1000. .00+ charge for the addt'l nights billed to our credit card. We had to all but create a mutiny to have them honor their promise before we left, (quite a scene if you were there). The gull, expecting us to pay full price for a room they could not rent, on a property we were not allowed to leave and with none of the services provided that we paid for and that they said would be "comp'ed or extremely discounted"! We are now in the process of fighting to get our replacement vacation to Beaches Turks and Cacaos. They have SCANDALOUSLY changed the wording of the Hurricane Guarantee from what is was when we stayed and happen to have the original copy of as well as the letter stating same. They have booked us in a ground level room with no beach view. We originally paid Honeymoon Concierge Suite with an ocean view. The people we have talked to keep rewording the guarantee to whatever is in their best interest. I understand Sandals got hit on this but as Mr. .Grant said, "the hurricane guarantee is a separate insurance policy that cannot be negotiated". So why are they trying to do just that? ANYONE ELSE HAVING A SIMILAR ORDEAL? Oh, by the way.....we wrote a three page complaint letter to CEO Butch Stewart in October and have gotten no response. We have since resent it "certified" with a signature required. Evil or Very Mad

honeygirlsugar · Joined: 01 Mar 2005 Posts: 15

We were not there during that time period, but visited 12/27 - 1/1/05. We had a horrible "vacation" and wrote Sandals, Inc. a letter demanding compensation two months ago and still have not heard one word from them.

That must have been aweful for you, during the hurricane. Add insult to injury, Sandals does not come through on customer service. Buyer beware.

Robin · Joined: 06 Aug 2004 Posts: 21

We also were there during Hurricane Ivan, and was there an additional 3 nights, no word on charging us a penny. We have rebooked our replacement vacations, (2 couples) and have not had any problem with that either. We are going to BN in July. Another couple that was with us, but was able to catch a flight out before the hurricane is also going to BN with us, they got 4 free nights. Even though the letter states that you must book thru Sandals, our travel agent did all of the legwork for us. We had even booked 1st class air last year, and they honored that this year too.
Robin

PrplFlh71 · Joined: 28 Feb 2005 Posts: 3

You didn't witness the shouting match in the lobby between Mr. .Grant and about ten guests? Mr. .Grant, who according to staff was "off the property and unavailable" suddenly appeared when things started getting ugly with the "manager" on duty. Mr. .Grant was very unprofessional and after he realized he was not going to win this battle, finally caved and said he had just spoken to Butch Stewart who told him the additional nights would be comped, (How convenient). This only after attempting to charge full price for the additional nights as well as put up a fierce fight in the lobby in an attempt to sell this load of crap to the guests before finally giving in.
I'm happy to hear that you were not effected by this, but if you were in the restaurant the evening this all went down, you would realize you are among the minority.
Enjoy your replacement vacation. By the way, we have since received our "equal room category" and a note of apology from Sandals, only after being persistent for almost two weeks back and forth with them while they attempted to have us settle for less. Butch Stewart has still not responded to our original complaint from October.

Robin · Joined: 06 Aug 2004 Posts: 21

I was at Sandals Montego Bay, sorry to hear about all of the troubles. The manager where we were, Horace, was much more informed, he told us right away that the nights extra were comped. Maybe that other resort needs a more competent manager.
Robin

PrplFlh71 · Joined: 28 Feb 2005 Posts: 3

We spoke to other couples in the airport when we were leaving who stayed at Montego Bay. They had a completely different experience than ours at SDR. They said management had scheduled meetings and announcements and that everyone was well informed. They also said they were told there additional stay would be comped at the first meeting. Our meetings were word of mouth...if you were at one of the bars. They also made announcements over a inaudible/muffled PA set up beside the pool.
I was also surprised to here about the Montego Bay manager sleeping on the floor with other guests who had been evacuated to a hotel further inland, (Hilton?) I have no doubt that my problem started with an incompetent manager at SDR. We expect a better stay at Beaches T&C.

Robin · Joined: 06 Aug 2004 Posts: 21

Yes the manager did sleep on the floor with us, it was the Ritz Carlton. So sorry to hear of your experience. We are going to Beaches Negril in July, to take our son with us. .Hope your next trip will be wonderful.
Robin

JED

These people have lost ALL credibility in my view.

My wife and I booked a trip to the new Whitehouse property back in the fall of 2004 ... to celebrate our 2nd anniversary. The trip was last week and we came home TWO DAYS early.

Not only is the place NOT ready to accept guests, Sandals renegged on their advertised promotion to provide us with a "complimentary" set of luggage for booking early. These people lie at every opportunity it seems.

Anyway, the Whitehouse (aka, the "shit house") is a DISASTER - problems with rooms, amenities, and the service is lousy. The travel agent who sold us the trip was told by her contact that "everything is great" (a BIG LIE).

I HIGHLY RECOMMEND that anyone considering this location look elsewhere.

I have contacted VISA and have begun the process of denying ALL charges that were placed on my credit card while I was there. I have digital photos of the mess we encountered and it will be a cold day in Montego Bay before they see another penny of my money!!

Evil or Very Mad

honeygirlsugar · Joined: 01 Mar 2005 Posts: 15

You may want to post your photos and review on www. .tripadvisor. .com. Some dude from UK posted his photos of nasty mildewy bathroom, dirty facitlities and it was quite effective.

Sandals needs to stop the fraud apparent on it's website. The photos of beaches, rooms are not representative of what you will actually see when you get there.

Flowers · Joined: 10 Aug 2004 Posts: 42

Jed, so sorry to hear your trip was a failure Sad

Your week at Whitehouse if I am not mistaken fell under the soft opening dates. FEB 10 through I think MARCH 5 that Sandals was/had been giving out the replacement vacation vouchers day for days booked/minus air fare. Did you receive your voucher when at Whitehouse?

Many of the reports that have been coming back from Sandals Whitehouse have been very mixed. Those that were prepared for what they might find not done, etc., seemed to fair the best. Unfortunately for those that were not prepared, I can imagine would not have been very happy.

Post your review and I if you can please, post your pictures at

www. .chris-n-cheryl. .com

This is a whole message board that has been dedicated to Sandals Whitehouse.
_________________
Donna

dancegirl · Joined: 30 Mar 2005 Posts: 2 Location: Ooltewah, TN

My husband and I stayed at SOR during Ivan. We had no problems at the resort. They comp the 3 extra nights we were stranded without complaint. We also had a concierge room and flew first class on Air Jamaica.

The ordeal of booking our replacement vacation is another story. It has been a complete nightmare. They tried to book us in the cheapest room at SN and on coach. I've made 7 phone calls and have held on the phone for hours trying to get this trip booked for 4/23. I too have emailed a complaint to Sandals (3/29) but have not received a response.

They quickly upgrade our room to a concierge but never told us. They said they would call before they booked our flight around the first of March, but never did. I called on 3/17 and discussed our flights. They had booked us on American Airlines coach with a layover in Miami. I told her no way. I didn't travel that Airline originally and I wouldn't now. She agreed to put us on Air Jamaica and then told us we had to pay the difference between the published fare and what we paid last year. It was only $79 so I agreed. Well of course as of today the idiots still have me booked on coach but apparently got it correct for the couple traveling with us. (They charged them $360 for the upgrade, even though they paid the same as we did on the previous trip.)

I agree that the hurricane replacement is a joke. We have been going to Sandals for several years and are signature guest. After this experience I plan to start visiting the other all inclusive resorts. The free trip after 70 paid nights isn't worth the trouble if it's going to be like this.

Good luck to all those that book these replacements. You'll need to stay on top of them and don't take any crap.

Pam

its me · Joined: 31 Mar 2005 Posts: 1

i seem somewhat confused i appreciate people have had different experiences ,,but some seem to forget ? some detail !

hon girl sugar seems to have forgotten to tell you in this thread mar 02 her post states no reply from sandals.

however a post from another thread from 04 march states and i quote verbatum

"" I would like to inform you and all of my supporters and all of the people who hate the fact that I am strongly articulate and strident, that Sandals, Inc. has finally offered us fair and reasonable compensation for "failing to deliver" as stated in my letter of complaint.""

but her other reply in this thread from 07 mach doesnt mention it at all .
i am being very diplomatic in assuming she either forgot or didnt think it was important

just an observation !!

thanks for taking the time to read this

free your mind

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traveler · Joined: 16 Aug 2004 Posts: 107

got everything that smb promised us. when you go back you may want to use any ssg points you may have. the manager was up front with us and treated us wonderfully upon our return trip

honeygirlsugar · Joined: 01 Mar 2005 Posts: 15

its me: yes, i did get my money back, some of it. what does that have to do with the photos posted depicting the horrible state of the SOR Riveria rooms?