Sandals Dunn's River Villagio Golf Resort and Spa, Ocho Rios, Jamaica - Reviews and Hotel Information

Please take the time to read this. It will save you lots of money from going to this crappy place called a resort.

This is my letter to Sandals Dunns River:
our e-mail: belafre@live.ca
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I have to say that each time I think of our first visit to this resort I get really angry so I will write this without bias but based on what we experience and for sure, we would never visit this Sandal resort or any other Sandals resort ever again.

Basically we booked on-line, received our hotel booking information. Arrived in Montego Bay, Jamaica where were met at the airport and escorted to a guest lounge, which was nice. The problem started there.

Arrival in Montego Bay:

They could not find our booking and based on the questions asked it appears that we were not on the guest list, however after about 20 mins. we were told all was Ok and escorted to the waiting bus. We waited for about an hr or more which was Ok as we had to wait on other arriving guests as well.

Arrival at Sandals Dunn’s River:

We arrived at the resort and were greeted by the concierge (based on what package we had booked) and all paperwork was handled quickly and we were taken to our room.
I was astonished to see our room based on what we had paid for. My exact remark to the concierge staff was "is this our room"? and my wife looked at me as she knew where I was going with this. We were both shocked. The concierge asked to see the hotel reservation info and said to us that we were upgraded 1 level above what we had booked and my immediate response to him was damn; we have had much better for less. We were so disappointed for what we saw vs what we had paid for on this trip.
The next day we were offered another suite which was a 1 bedroom suite with additional living room minus the butler service that would have been an additional USD$600.00. The room was OK.

Service:

This hotel had such - if I may, ***ty service. For the first; perhaps 3-4 days no one smiled with you, no one said hello, the restaurants were bad as no one attended to you, you had to ask continually for everything, drinks were coming20-30 minutes late, no one bothered to come around and ask out of courtesy if you wanted more coffee, wine, etc.
What we observed though was that the staff was busy talking amongst each other and busy clearing tables as if they were in a hurry and had to go. They would take your order and before you were finished or even to say thank you, they would walk away without acknowledging you. We got very frustrated with the way we were treated. After complaining a few times, in the last few remaining days, we saw some improvement with the staff with greeting, and offering help by refilling our coffee and wine. We could honestly say from the get-go there were two hostesses who were very good and it felt genuine with the service they provided. They know themselves as we told them. The concierge staff was good as they then tried to make our stay worthwhile but so much damage had already done that the urge now was just waiting for our day to leave the resort and head home with a feeling that you have just wasted so much money with our bookings to this resort.

The Gym:

I have a gym membership and work out moderately at gyms in our country and believe me, don’t waste your time going to the “junk gym” they have there as you may get physically hurt. How can you have a gym with machines that have rust all over them and no also rubber grips on the handles in case your hands are sweating? For the money you pay to go to this darn resort, they should have had safer gym equipment for their visitors to use.

Golf:

Even though golf is included, the cost for the cart and the caddy is not worth playing there. If you are ok with just playing golf south and don’t care much about the conditions of the course, then you are OK but when you have high expectations of what Sandals is advertising and you see it, then you are disappointed like myself.

Sandals Resorts:

Basically we feel that this resort is such a rip off in terms of cost and for what we paid to go there as we were told that Sandals is the place to be and hence the reason why we booked.
The good thing is when you have been to the best and have seen the best, you have something to compare to and regrettably Sandals Dunn’s River Falls; falls way short of being close to good or to the “Sandals Experience” they are promoting.
Perhaps 20-30 years ago when it was opened, it could have easily been the best, but in today’s world where you have other great hotels that offers great service along with modern day activities, resources and styles, Sandals Dunn’s River has a long way to go. They need to improve quality, change that location (no where to run along the beach as the entire beach area could easily measure under 200 yards), hire people who wants to work in the service industry and provide adequate training in customer service as it’s really needed.
This was the first hotel resort that we have been to and we were not allowed to walk onto the other beaches. That “Sandals Experience” they talk about…..in my opinion, they should change it as I could easily rate that Sandals location as simply a very expensive 31/2 - 4 star hotel in my opinion based on our experience there.

It’s pretty pathetic when you are in the country of Jamaica and could not get Heineken or red strip beer in your hotel room. Forget in your room but even at the bar…no Heineken, Instead they have some stupid bad tasting carib beer which I believe is imported from some other Caribbean country.
They have Chivas Regal shelved in the bars as premium, why not has Heineken beer there as well?

Our most recent trip was to Punta Cana in April 2009 where for (about USD$900.00) less we got a 5 ½ star hotel with modern day resources. We felt like a prince and princess for the way we were treated from arrival at the hotel. Everyone was so friendly, helpful, courteous and knowledgeable about the hotel. The golf course was exactly as shown on the internet except we had to pay for it. Truly we did not mind at all as it was exactly as shown and we had a great time.

Most of the resources on the compound were free to all guests. We had cabanas on the beach and around the pool (at sandals I believe its USD$135 or USD$165), we had quite a number of services that were included in the package even our own concierge and Butler and it was less by about $USD900.00 when we compared it against what we paid to go to Sandals. Shame on you Sandals Dunn’s River.
Basically we don’t mind paying if the service and standards are as what they advertise.

Between my wife and I/ we have been to several places in the Caribbean, Europe and the Mediterranean and we have seen many resorts. Once thing they all have in common is “Service with Smile” and this resort lacked that by approximately 80%.
Sandals have this false advertising about “promoting smoke free environment” and they certainly don’t. We are quite liberal in a lot of ways and don’t mind smokers but for hells sake, remove that crap from your website that you do promote “Smoke Free Environment”.

I would have been happier if they had at least offered to give us our money back or provide us a with a voucher for a return trip to one of their newest hotel in Jamaica. I/We have been travelling for many years now and it’s the very first time we have felt that we did not have a vacation.

Overall:

After this experience, it would be unfair in our minds to recommend this resort to anyone as a vacation destination as we clearly missed out of the “Sandals Experience”

N & I

This is their Response to my letter to them:
Note: we have removed our names and address from their letter to us
------------------------------------------------------------------------------------------------
July 22, 2009

Via Email:

I and N

Re:
01/07/09-08/07/09

Dear Mr. N

We have received your correspondence regarding your recent vacation at Sandals Dunn’s River. We thank you for bringing your concerns to our attention as we use all feedback to help us in our ongoing quest to provide top quality service to our clients.

We do regret to learn of your experience at the airport and have therefore forwarded your comments in this regard to the Airport representatives for their attention, so that future recurrences of this nature can be avoided.

We are sorry that you were not impressed with the condition of the upgraded room assigned to you upon arrival, as we have always strived to maintain a comfortable ambiance for our valued guests. Our guests’ satisfaction is of utmost importance to us and we were delighted to extend to you a room change to one which you found more desirable.

We usually receive very positive comments on our Team Members and we regret to learn that this was not your experience with the majority that you came into contact with.

We have taken your critiques and suggestions regarding the Gym and Golf constructively and they will be used when reviewing our services, with a view to improving the standards of our resort.

As it relates to your comments regarding the choice of beers available at the resort, Carib Beer is in the rooms and Red Stripe beer is available at all the Bars, Heineken Beer is available at our Resort Shop. We are sorry we did not learn of your preference for beer as we could have provided some for your room.

Mr. N we sincerely apologize that you felt that your experience was not 100% reflective of the true Sandals experience. At Sandals Dunn’s River we always strive to provide an exceptional vacation experience to our guests. We sincerely hope that with time you will change your perspective of us and we will have the pleasure of welcoming you back as our Sandals Select Guests. Please advise us whenever you decide to try Sandals in the future so that we could arrange additional courtesies for you and make your vacation a flawless and memorable one.

Yours Sincerely,

General Manager

See above

This was our first visit to a sandals resort. We wrote our experience below and for sure, would never visit any Sandals resort ever again.

Basically we booked on-line, received our hotel booking information. Arrived in Montego Bay, Jamaica where were met at the airport and escorted to a guest lounge, which was nice. The problem started there.

Arrival in Montego Bay: They could not find our booking and based on the questions asked it appears that we were not on the guest list, however after about 20 mins. we were told all was Ok and escorted to the waiting bus. We waited for about an hr or more which was Ok as we had to wait on other arriving guests as well.

Arrival at Sandals Dunn’s River: We arrived at the resort and were greeted by the concierge (based on what package we had booked) and all paperwork was handled quickly and we were taken to our room.
The room was old and musty. We told them we we disappointed and the next day we were given a 1 bedroom suite with additional living room minus the butler service that would have been an additional USD$600.00 per wk. The room was OK.

Service: This hotel had very poor service. For 3-4 days no one smiled with you, no one said hello, the restaurants were bad as no one attended to you, the staff acted as if you were bothering them, you had to ask continually for everything, drinks were coming20-30 minutes late, no one bothered to come around and ask out of courtesy if you wanted more coffee, wine, the bartender was hitting at the counter to get your attention, nicely greeting you.
The staff was too busy talking amongst each other and clearing tables as if they were in a hurry and had to go. They would take your order and before you were finished or even to say thank you, they would walk away without acknowledging you. We got very frustrated with the way we were treated. After complaining a few times, in the last few remaining days, we saw some improvement with the staff with greeting, and offering help by refilling our coffee and wine. The concierge staff tried to make our stay worthwhile but so much damage was already done. We were so waiting to leave and head home. We felt like he had just wasted so much money on this trip.

The Gym: Don’t waste your time going to the “junk gym”. Very unsafe and you may get physically hurt. Rust all over sprayed with white paint, no also rubber grips on some handles.

Golf: Even though golf is included, the cost for the cart and the caddy is not worth playing there. If you are ok with just playing golf south and don’t care much about the conditions of the course, then you are OK.

Sandals Resorts:
Basically we feel that this resort is such a rip off in terms of cost and for what we paid to go there as we were told that Sandals is the place to be and hence the reason why we booked.
The good thing is when you have been to the best and have seen the best, you have something to compare to and regrettably Sandals Dunn’s River Falls; falls way short of being close to the “Sandals Experience” they are promoting.
Perhaps 30 years ago it could have been the best, but in today’s world where you have other great hotels that offers great service along with modern day activities, resources and styles, Sandals Dunn’s River has a long way to go. This is an overated 2 1/2 star hotel.
We felt like we were in a prison as we could not walk anywhere on teh beaches.
The little beach area were infested with these dudes on these sea-doos making loud noises riding crazily up and down the beach trying to get your attention to make a sale in selling you a ride. If that failed then, perhaps you’d be interested in a more relaxing mode by buying drugs of all kinds from them. That was such an insult for me and my wife.

We were so damn tired of hearing that “yeah man” or “irie” that we wanted to tear our hair out. We were so tired of these idiots fist pumping whenever they felt like acknowledging you. Staff must be fully trained in customer service which may help them to communicate better with guests, other than “yeah man” or “irie”, aarrgghh!!
We could not get drinks brought to us even around the pool area.

It’s pretty pathetic when you are in the country of Jamaica and could not get Heineken or red strip beer in your hotel room. Forget in your room but even at the bar…no Heineken, Instead they have some stupid bad tasting carib beer which I believe is imported from some other Caribbean country.
They have Chivas Regal shelved in the bars as premium service, why not Heineken beer as well?
We were told by the concierge staff that we could not get Heineken but in the reply letter from Sandals, they claimed that they were willing to give us whatever we wanted in our room. Get your stories straight people, please!!!!!
We found that the Concierge Manager was very good to talk to. The other individuals we had the opportunity to talk with were basic nincompoops and were unable to resolve anything. Yeah.

Our most recent trip was to Punta Cana in April 2009 where for (about USD$1,200.00) less we got a 5 ½ star hotel with modern day resources. We felt like a prince and princess for the way we were treated from arrival at the hotel. Everyone was so friendly, helpful, courteous and knowledgeable about the hotel. The golf course was exactly as shown on the internet except we had to pay for it. Truly we did not mind at all as it was exactly as shown and we had a great time. A butler and Concierge service was included.
The gym was state of the art, the beaches were very clean, people smiled at you and greeted you, they were always helpful and courteous in every way, the rooms were clean, the food was great, the grounds were beautiful……everything was perfect.
Drinks were brought to you where ever you were – on the beach, around the pool and the used items were cleared immediately.

Most of the resources on the compound were free to all guests. We had cabanas on the beach and around the pool (at sandals I believe its USD$135 or USD$165), we had quite a number of services that were included in the package even our own concierge and Butler and it was less by USD$1,200.00 when we compared it against what we paid to go to Sandals.

Between my wife and I/ we have been to several places in the Caribbean, Europe and the Mediterranean and we have seen many resorts. Once thing they all have in common is “Service with Smile” and this resort lacked that by approximately 90%.

Cost:
Excursions are very expensive.

Entertainment:
They’ll give you free voucher for a ride to this place called Margaritaville in Ocho Rios. If you like loud music, its good, we danced from we got there untila bout 1:00 am.
Expensive….a heineken and gin and tonic was almost USD$15.00, a rip off to tourists. If you have to go there, please spend wisely or be like the locals who hang out there…..never buys anything.

Overall:
After this experience, it would be unfair in our minds to recommend this resort to anyone as a vacation destination as we clearly missed out of the “Sandals Experience”.
This is simply an overated 2 – 2 ½ star hotel. Frankly, like I said above, they should move this location or simply rate it lower and charge less and promote another location as their flag-ship location as this is clearly not by far.

We can be contacted if needed at: now_66@yahoo.com

NOTE: PLEASE LOOK FOR OUR REVIEW ON TRIP ADVISOR AS WE ARE LIMITED TO 10000 CHAR AND THATS NOT ENOUGH TO CONTINUE.

N & I

This is their Response to my letter to them:
Note: we have removed our names and address from their letter to us
------------------------------------------------------------------------------------------------
July 22, 2009

Via Email:

I and N

Re:
01/07/09-08/07/09

Dear Mr. N

We have received your correspondence regarding your recent vacation at Sandals Dunn’s River. We thank you for bringing your concerns to our attention as we use all feedback to help us in our ongoing quest to provide top quality service to our clients.

We do regret to learn of your experience at the airport and have therefore forwarded your comments in this regard to the Airport representatives for their attention, so that future recurrences of this nature can be avoided.

We are sorry that you were not impressed with the condition of the upgraded room assigned to you upon arrival, as we have always strived to maintain a comfortable ambiance for our valued guests. Our guests’ satisfaction is of utmost importance to us and we were delighted to extend to you a room change to one which you found more desirable.

We usually receive very positive comments on our Team Members and we regret to learn that this was not your experience with the majority that you came into contact with.

We have taken your critiques and suggestions regarding the Gym and Golf constructively and they will be used when reviewing our services, with a view to improving the standards of our resort.

As it relates to your comments regarding the choice of beers available at the resort, Carib Beer is in the rooms and Red Stripe beer is available at all the Bars, Heineken Beer is available at our Resort Shop. We are sorry we did not learn of your preference for beer as we could have provided some for your room.

Mr. N we sincerely apologize that you felt that your experience was not 100% reflective of the true Sandals experience. At Sandals Dunn’s River we always strive to provide an exceptional vacation experience to our guests. We sincerely hope that with time you will change your perspective of us and we will have the pleasure of welcoming you back as our Sandals Select Guests. Please advise us whenever you decide to try Sandals in the future so that we could arrange additional courtesies for you and make your vacation a flawless and memorable one.

Yours Sincerely,

General Manager

grounds at front of hotel - looks good
beach size - small area, under 160 yards (they need to rid those dudes on the sea-doos selling drugs to their guests), no where to walk and run....walk out beach area in 10 mins.
service - extremely unsatisfying
rooms - poor quality
Out Door Restaurants - areas needs frequent cleaning
golf course - don't waste your time. Golf Lesson advertised as free, Pro needs cash.
pool - could be cleaner
Gym - current equipment not fit for recycled materials, new and safer equipment should be installed.
overall - simply an overated 2 1/2 star hotel. Don't waste your money. Over priced for that location

Sandals Dunn's River Villagio Golf Resort and Spa, Ocho Rios

Sandals Dunn's River Villagio Golf Resort and Spa

Ocho Rios Hotels