Wyndham Grand Barbados Sam Lords Castle All-inclusive Resort

We stayed at this hotel for 11 nights in June and would not return. When arrived at the hotel at approx 12pm and we were not able to check in to our room until after 3pm, despite check-in time being 3pm. Other guests were arriving after us and checking in before us! Other guests were being shown to their room - we were just handed a key!!! On nights 1, 2 and 4 of our stay we were woken up by the fire alarms going off (they went off 6 times on the second night). We questioned this with reception and after falsely claiming that it was due to guests smoking in their room, they then admitted that there was a fault with the alarms and they assured us that they were being repaired. They clearly lied as the fire alarms had been silenced for the duration of our stay and the gentleman manning the reception desk when it went off even told us that they will be silenced to prevent them from going off again (and even admitted that if there was a fire the alarms would not go off). This is a serious health and safety risk!!! We experienced daily issues with our room (beds not being made properly, a poor standard of cleanliness, towels not given, toilet roll not replenished, and our coffee cups disappeared for 2 days). We were complaining to reception on a daily basis and all we were offered was a room upgrade (which we declined as they offered us a room that was cheaper than the one we had paid for so it would have actually been a downgrade). On my husbands birthday, we decided to go to the beach and we went to Lucy's to get some lunch to take with us. There weren't any sandwiches available so we had some pastries. We stored these pastries in a cool bag and when we started eating them 2 hours later, we discovered they were stale and covered in mould (see attached pictures). This was on the 18th of June and the use by date was the 19th of June. We complained again and the chef tried to claim that they were made fresh that morning!!!! The chef said they would investigate and come back to us. They didn't even come back to us after we chased and all they did was send a fruit platter to our room and a very cheap bottle of sparkling wine. My husband manages a hotel and hates complaining but we unfortunately had no option to. He even asked the Rooms Director if someone was having us on, it was that bad and it was just one thing after the other. The service in the hotel is the worst I have ever experienced. We did not feel like valued customers at all. The barman smiled at us just once during our 11 night stay and this was not while he was serving us. In our opinions, the staff are not being managed at all and are being left to their own devices. The buffet restaurant was ok, food was luke warm, not much choice of "hot" food and there was a long wait for drinks as the staff seemed to be fussing over management who were regularly sat down having their lunch. We ate in the castle view restaurant twice during our stay and had lovely meals and excellent service on both occasions. There are a lot of maintenance and cleanliness issues in the hotel. The toilet door frame was being held on by tape for the duration of our stay and the toilets by reception were absolutely vile and not usable on a few occasions. We also noticed that left over room service trays and rubbish from rooms was being dumped by the ice machine in the corridor outside our room (at times it was left there for a couple of days). This was attracting unwanted creatures including wasps, which was a massive concern to us and life threatening to my husband as he suffers from anaphylaxis as a result of bites and stings. We made TUI aware of the issues we were experiencing and they said they failed to get in touch with hotel management and they did not even send a rep out to the hotel. Unfortunately, we were extremely disappointed with our holiday and we were relieved to get home. We are very well travelled and usually love our holidays so this was a massive disappointment. This hotel has put us off returning to Barbados and it will be the first and last time we will be booking a Wyndham hotel. Read less