Sandals Royal Bahamian called one week before travel to ask if we wanted to "upgrade" for $350.00 to SIX room categories above what we had purchased...promising all kinds of perks and amenities, and "Honeymoon Suite".
NONE of what was promised did we get, our room (and the whole resort) was a DUMP, huge hair glob in my broken sink, black mold around entire bathtub, handles broken on tub and sink, room stunk, linens all worn out, view was of the rooftop of a restaurant...Of course when we asked about our "upgrade" no one knew anything about it, rude employees..etc etc. I wrote an email of complaint WITH pictures, and sent a letter to the CEO. My email response was, "so sorry, but no one else feels this way" I wanted my "upgrade" amount back, which I did not get! This was our second visit to a Sandals, so I am not just ragging on them, we will never go back! $5000.00 (plus "upgrade") for 6 days is a huge rip-off for what we got!!

My booking number was 5102358 edythe johnson and my signature select member number is 7742131770013507.
I am not sure why you did not get my whole email, but here is the rest of it that was cut off from the previous emails below.
I was sent a survey from sandals to comment on our experience, so here is another email. We book a reservation online for dunn rivers in March 2010, we made payments, final payment was on may 2010. About 2-3 weeks we got a voicemail stating that we need to call to reschedule for another resorts. I called and spoke with Eileen who told us that sandals is not renewing their lease with dunn rivers, we were diappointed due to our EXCELLENCE experince before at ochos rios and exchange there, the service was awesome. She schedule our stay sandal royal carribean. We did a search only to find out sandals knew in advance of this action and never told anyone until last minute, this left a bad taste we us. So now its time to take a vacation. We arrive on July 1 at the sandals royal carribean, needles to say there was no towels awaiting for us, we were escorted straight to concierge and met by a gentleman, i believe his name was stan or nate I forget but he took us to room. My husband wanted something cold to drink, the fridge was not cold, the concierge said he will send maintenance, no one came. We left to go and get something to eat, only to return to our room with fridge still not working, we called 3 times, only for a hotel mgr to come and switch out the fridge, it was late. We got unpack and undress, only to find ants and nats in the room. First thing in the morning before going to montego bay we stop by concierge and there was Nikki Ann. She called maintenace to have the room sprayed and at the time she ask how long we would be gone, we said were going to eat, she volunteered to put us in another room, due to the pesiticide would be strong. She said just stop by after eating and exchange keys. Well needless to say the ac was not working. Again disappointed, we called the operator, she sent someone up to look at it. the maintenance guy could not really say how long it will take to cool the room, he said he would tell the manager. After a few minutes we called and the manager said she was aware and would move us herself, we said ok. Then Nikki Ann called not more than 10 minutes saying go do what you need to do and i will make sure the room is fixed, keep in mind this is the second day of a bad experience. Needless to say, we got back to room from montego bay to go to our room, and still no ac working. We called and was so upset that the room was not cool. The maintenace guy, i believe his name was Dwight, said it was to late to do anything and we were put in another room to sleep. THEY PUT US IN A ROOM THAT SMELLED WITH MOLE AND MILDEW which we need to speak to an attorney and health department on what we smelled the whole night. Mole and mildew is bad for anyone health. Third day, we had a tour, the maintenace guy who moved us that night called and said the room temp had not drop and he will make sure we are taken care of and will let Nikki Ann know. Well Nikki ann called 5 minutes later saying the room was cool, i dont know what room she went to, but it could not have been that room. I told her thats funny you say that because the maintenance just called before you did and said the room was not cool SILENCE was on the phone. She told us to go on our tour and she will check. We were gone at least half the day. Came back to the room, third day. still unacceptable. We only have 4 nights and did not enjoy nothing but our tour offsite and montego bay staff. Nikki ann gave us a courtesy cabana, which the staff member was laughable, she spent to much of her time talking to some guy who look like he was security. Where was the pampering that Nikki Ann said we would get. NOTHING. The manager never called me direclty to speak with us. I can tell you this, just smelling a room with mole and mildew makes us think we should called the health department and consult an attorney for legal advice. We called Natalie who claim she was the admin asst to the ceo, but she was not helpful yet she coudl not answer a simple questions. Sandals suppose to make sure the customers have a worry free pampering vacation, At sandal carribean royal was nothing like we were treated at bahamas or ochos rios/dunn river. The ceo apparently does not care about how people are treated when they have a bad experience, nor does take the time to call and speak to customers who stay there. After leaving sandal royal carribean, I found so many complaints on bad attitudes over the last couple of years. I just don't understand for the life of me how sandals feel we should not be compensated for our days we did not enjoy our stay, the only nice time we had was with the staff at montego bay and the entertainment they had there. I am hoping someone higher management will at least call and hear about experience. I just cannot believe sandals will just say they are sorry and not reach out to the customer., I just can"t. If Butch Stewart and Adam Stewarts the CEO of Sandals feels customers should deserve this kind experience, people will stop going to sandals, all we have to do is share experince with everyone, web, facebook, twitter, etc, until he gets the message. Some of have a right to be refunded.