Sandals Royal Caribbean

Mahoe Bay | Montego Bay 167  [SEE MAP]Montego Bay  [SEE ADDRESS]
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Guest Reviews

TripAdvisor Traveler Rating 5

Just what the Doctor ordered!

Jul 18th, 2019

Most Medical Doctor’s tell you relax and take some time out for you! Sandals Royal Caribbean Montego Bay execs, staff, Butler’s gave us the experience and an oasis experience to enjoy each other in a relaxing, loving and beautiful atmosphere. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Just So-So

Jul 18th, 2019

We arrived on July 13. Just a so-so visit. Upon arrival they broke the wheels off my suitcase, old bag, so no big deal. We requested an ocean from 1st floor suite and were given a second floor suite,but moved the next day. The butlers were helpful, but not able to get us reservation any of the 4 night we were there at Butch's other butler did get their couples in for dinner! We stayed here because we liked the Royal Bahamian so much. Not nearly the same this resort is in need of a face lift and the off shore island is smaller and not a well kept. We would not return. However we did spend time at the Sandals Montego Bay. Latitude bar is AMAZING at sunset and night. A better maintained and nicer resort. We also stayed at the Half Moon resort in Montego Bay and LOVED it. Just an average rating from me TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Birthday Trip of a Lifetime!

Jul 18th, 2019

My husband surprised me with a trip to Sandals Royal Caribbean for my 50th birthday. From start to finish, the trip was incredible. Everyone we dealt with at the resort was super friendly, our room was very nice, and the food was great. The staff went out of their way to help make my birthday special, even decorating both our room and the Spa Room when we went for a couples massage! Can't wait to go back again! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Not Quite Right.

Jul 16th, 2019

The Sandals Royal Caribbean Resort was a major disappointment. Over the week of our stay, there were so many things wrong and very few things right. From the online check-in process to the day we left, this resort is "not quite right". The online descriptions and pictures show a spectacular expansive beach, roaming peacocks, and chic parties. I honestly didn't see anything like the descriptions or the pictures. The beach was small and narrow and because of the ongoing construction, mostly blocked off from public use. There wasn't a peacock to be seen and there were no chic parties. The entertainment was good on a few nights but I was expecting more live music and dance parties. The resort seemed to close down by 10pm except those who wanted to hang out listening to a DJ in a small space with little or no place to dance. The resort newsletter "Footprints" falsely stated that this resort had a bar on a pier overlooking the water called "Latitudes". There was no Latitudes bar at the Royal Caribbean, and when I asked the staff where it was they simply said “oh this bar is at the Sandals Montego Bay” with no apologies or explanation for the misrepresentation in Footprints. The online check-in is supposed to expedite the check in process upon arrival at the resort. From the time the reservation was made to the actual physical check-in - we received 3 emails to check in online. We completed the 1st one, and the 2nd one, and the 3rd one, got a printed confirmation stating all was complete - each time. The room we booked included private transport to and from the airport. We called to confirm the private car and were told all was arranged, but when we arrived, we were told to go to the Sandals waiting room and wait for the bus. We had to keep insisting that we were waiting for the car before someone even checked and called a Sandals driver. When we arrived, even after completing the online check-in process 3 times, we still had to wait another 20 minutes or so for the reservation clerk to get someone to show us to our room. She never actually explained why we were simply sitting in this room. There were only 2 couples, including us, in the reservation lounge and the Sandals representative was surly and dismissive. Our room came equipped with its own butler(s), Nicholas and Steve, however, neither of them were there to greet us or give us a tour of the resort when we arrived (around 8:30pm). We were told (not asked) that the butler will call us at 8:30am (are they kidding - we're on vacation and on the morning after a full day’s travel) to introduce himself and give us the tour of the resort. Needless to say, we got a map (which took about 20 minutes for someone to get us one) and toured the property ourselves. Our room was actually very nice in appearance but the mattress was too small for the bed frame and it kept shifting during the night which meant that the wood frame became a nightly collision obstacle for our knees, the dresser was missing hardware making it hard to open the drawers and when the drawers did open, they easily came off the track. The room is for 2 people but only had one chair. The A/C is locked at 70, so if you like it a bit cooler when its 98 degrees outside and 100% humidity, you're out of luck. At 8:30am the next morning, Nicholas called us (the resort provides you with a cell phone so you and your butlers can communicate) and came around to see us. Our initial meeting didn't go as we would have expected. We asked Nicholas where we could get another map of the resort. Without saying a word, he walked into our room and went into the nightstand drawer and started looking for the map we knew wasn't there. We had already unpacked and felt a bit uncomfortable with someone going through a drawer that contained personal items, without asking. At that time, we reminded him that, as we spelled out in all 3 check-ins, we were celebrating a birthday and wanted this week to be special and that we needed him to make reservations at a few of the restaurants, and maybe go on the reggae cruise on Friday. We told him the time, date and restaurants we wanted, however, Nicholas proceeded to make reservations at times he decided would be alright. One was as late as 8:30pm on the Friday night which was at the same time as the beach party at our resort and directly after the Reggae cruise. When we explained the conflict Nicholas merely said that we would just have to miss the beach party – not the type of friendly accommodating response we would have expected. None of the bookings were close to the dates and times we had requested. During the week, Nicholas/Steve would bring around an appetizer - I think this is a nice touch, however, there are 2 people in the room and each time they only brought one small plate, not even enough to share. Mid-week we came back to our room in the late afternoon to get dressed for dinner to find the room decorated with a "Happy Anniversary" message on the bed and rose petals on the floor and in the bath. Although a nice gesture, we were celebrating a birthday. We mentioned that again to both Nicholas/Steve and again were told "no problem". The next day when we returned to our room late in the afternoon, the banner now read "Just Married" (you can’t make this stuff up). The resort boasts 8 gourmet restaurants, however, what they fail to mention is that 3 of them are the equivalent to fast food. The biggest omission is that 7 of the 8 restaurants have no indoor air conditioned seating. Only the British pub has indoor seating but is very small and lacked any romantic atmosphere. So effectively you either eat in the extreme heat and humidity sweating in your evening attire (some of the restaurants require you to wear) or eat in your room – a wonderful option for a vacation. When it rains (which it does almost every day), all the tables are crammed into a small covered space (called the Tea Room), still open air, and guests are seated at tables that are crammed so close you cannot move the chair far enough to sit down without hitting the people at the table behind you. The food is ok; nothing a foodie would rave about. We took advantage of the multi resort option offered by Sandals and visited the other Sandals resorts in Montego Bay by the Sandals’ shuttle. The Carlyle was like a run-down Motel 6 and is being closed as we discovered later but the Sandals Montego Bay resort met more of our expectations primarily with more opportunities for indoor air conditioned eating spaces. Since we both have health issues that are exacerbated by continuous heat, especially my husband where it can be somewhat life threatening, we decided to request a transfer to that resort. We were told that our butlers would handle it. Every time we called we were told they were working on it. Even though we advised our butlers of the health issues we were ultimately told that a transfer was not possible - supposedly because Sandals Montego Bay had no availability. We checked on line and there appeared to be rooms available. Even so we did not want to waste our vacation arguing with management. We therefore decided to travel to the Montego Bay resort every day to take advantage of cooler eating. It is evident that Sandals at this resort have no consideration for the health risks they are creating by the lack of cooler dining facilities. The resort also has "a private island". We took the dragon boat over to take a look at the Thai restaurant which lights up the skyline at night with its different colored lights. We had reservations that night for dinner but seeing that it was totally outside like all the other restaurants and soaking wet from recent rains we opted not to go because it was incredibly hot and muggy. The island was totally desolate at 5pm. The pool was "green" in color, not the crystal blue you would expect. The beach bar was closed. There was an invasive unhealthy bad smell and except for staff, we appeared to be the only people on the private island. Although our reservation was for 7.30 pm our butler Nicholas knocked on our door at 5.45 pm to see if we were ready to be escorted to the island – seriously!! The Sandals’ employees were mostly pleasant, but in a few instances they were not friendly at all, not what you would expect at a supposed 5 star resort. We were expecting a lot more friendly interaction between the staff and guests. On our 1st night one of the staff had a problem with us moving a chair in the restaurant so we could sit next to each other. Another time a bartender was abrupt and impatient when I couldn't decide what I wanted to drink. At the beach party, the staff kept clearing our drinks from the table when we were up dancing. This happened 3 times, even after the first time we had asked them not to touch our drinks since we were not finished with them. It was quite humorous that each time the waiter came round everyone on our table immediately placed their hands on their glasses. The butler situation is overrated and pretentious. It does not seem necessary to be escorted by a butler to a table some 200 feet from your room. Having said that at least Steve took special effort to look after us while sitting at the pool on our last full day and brought us finger food and drinks, which we really appreciated. On our last day we had a reasonably early flight and wanted an early breakfast prior to finalize our packing and departure from the room. According to the daily “Footprint”, which details all amenities of the resort, a continental breakfast would be available in the Tea Room until 7:30am. We went in at 7am to be told that the continental breakfast was only available until 7am. When we showed the staff the Footprint, clearly stating the available time was up to 7.30 am, they shrugged and told us to just wait until the buffet opened which, with an 8.00 am departure, would have created unwanted pressure. We explained about our departure time and we were told to help ourselves to some coffee. No other help was offered but while sitting there another staff member arrived with a plate of fruit and pastries. Now would it be too much for someone to have said “oh we are sorry for the miscommunication let me get you something”. If we had not stopped for coffee we would not have known about the Good Samaritan taking pity on us. Nobody said they were fixing anything. Like many other reviews have stated, this is not a 5 star resort. Royal Caribbean's website is inaccurate; the check-in process needs to be overhauled - it takes too long and is repetitive; the butler service is overrated and a waste of money; many of the staff need to be retrained in customer service/friendly interaction; there needs to be live music past 10pm where people can dance and feel like they are on vacation; more than one restaurant needs to be indoors with air conditioning available at all meals for those who have trouble handling Jamaica weather; the rooms need to be inspected every day (several days our room had only one coffee cup, housekeeping kept taking glasses and not replacing them, some of the toiletries provided were not replaced even though it was obvious they were used). With all this being said and as evidenced in other traveler reviews, we predict that management's response will be boilerplate. If we do stay at another Sandals resort in the future, we will certainly read the traveler reviews prior to booking. We normally are not so critical in our reviews but management at the Royal Caribbean need to hear how their customers really feel. We sincerely hope that the Royal Caribbean Resort will not take our comments lightly. We would like to think that they will understand that we are not simply moaning without reason but will appreciate the very real issues that affected our “special” vacation. Hopefully they will work really hard to make the changes that are necessary to become the 5 star resort they think they are. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Pictures lie.

Jul 16th, 2019

I was highly disappointed in the room. It was actually next to the driveway roundabout. You always had to wall through the lobby to get to anything, beach, pools, restaurants etc. It was like being at a motel as opposed to a Sandals Resort. TRIPADVISOR.COM USER 

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