What a joke of a resort!
My fiancé and I had read nothing but great reviews about this place, only to get here and run into some major issues that now have cost us our trip!
We had to first wait on another couple arguing with Marcel the smug manager behind the counter.
Once that argument was done since they were getting screwed over too, he came to us and we weren't getting either of the requests we had asked for and in trying to come up with a solution he just shrugged it off like it was no big deal and we were lucky to even be there!
Next I spoke with Lorenia who was very nice and seemed to have it solved but then needed "a couple days" to make it work. This is when I raised my voice in frustration just to say "Come on! That's unacceptable". The security came in and asked me to wait in a side room upstairs.
This is where it gets good:
The General Manager "Paulino Emiliano" came in to see me. He apologizes for the mistakes and errors and has all the emailed information I had sent etc. and he gets his guy Abraham to go check to get us our requests met. He didn't have an option that minute and he knew we were hungry so he had Abraham go with us to our current room and said within a half hour he'd have a solution for us. We left happy with this and went up to change. We told Abraham to meet us back at 6 as he was getting us a reservation earlier to also take care of us.
What happened next still has me in disbelief. After all that, Abraham arrived at 6 and asks for just me, not my fiancé to come with him to the lobby and that Paulino is "ready for me". I am thinking wow he's great. Already a solution.
I go downstairs and back to that same back room and get told that I am being EVICTED from the hotel. That he talked to his staff and due to me raising my voice I cannot be there anymore. My fiancé can stay tho (as if she actually would).
He had no excuse beyond this and his only claim was that alcohol is free all week so anything could happen, yet this encounter had absolutely nothing to do with alcohol at all!
They straight out lied and apologized, only to go back on their word 30 mins later and now we are sitting in a hotel we had to pay for waiting for WestJet to hopefully find us somewhere new. Paulino offered money back so that will be there excuse but the problem there is all the money goes to WestJet first so technically he isn't refunding anything. WestJet is.
Wendhi from WestJet has been awesome so far in trying to help us out and hopefully today we will have a solution.
And to think we were planning on having our wedding there! (Had appt with their wedding coordinator)
I will be complaining to the Sandos ownership team when I get back for SURE!
Just wanted to make people aware here of the terrible service and reaction we received from Sandos, and by what I saw in the 15 minutes I was at the front desk area, there will be a LOT more complaints you'll see on here.