We stayed at Sandals Ochi from July 15–20, and unfortunately, our experience did not live up to what we expected from the Sandals brand.
We originally booked a Great House Luxury Tropical View room but were upgraded at check-in to Butler Village. We appreciated the upgrade and initially believed that being placed in Butler Village meant we would also receive butler service. We quickly learned that we did not have a butler, which became a major inconvenience because Butler Village is located on a steep hill away from many of the resort’s main areas. The room itself was updated and beautiful.
Every time we wanted to leave our room or return to it, we had to call and request a golf cart. Waits were often 15–30 minutes, and on several occasions, we watched golf carts pass us while picking up other guests. We eventually started walking the steep hill because we couldn’t continue waiting or risk being late for our plans. One of the butlers who eventually gave us a ride even questioned why we had been placed in Butler Village without butler service, which assigns a butler for pickups. We also learned that the same staff responsible for transporting guests by golf cart are responsible for delivering guests’ luggage to their assigned rooms. We were told that this contributes to the lengthy delays when guests call and request transportation. Being placed in an area so dependent on golf cart transportation without butler service made getting around the resort unnecessarily difficult and frustrating.
Because of the transportation issues, we asked to be moved back to the Great House Luxury Tropical View room we originally booked. We were told our luggage would be moved in the morning, while we were out and would be waiting in the new room when we returned. That did not happen. When we came back at 4pm, and needed to get ready for an event, our luggage was nowhere to be found. We were initially told that staff reported our bags had not been packed, but thankfully, we had taken photos showing that everything was completely packed and ready to be moved. A supervisor eventually apologized for the miscommunication and offered us a complimentary pool cabana for our final day, which we appreciated.
Another interaction that stood out was with the staff member who originally checked us in. During the first part of our stay, she was extremely friendly, regularly greeted me by name, and acknowledged us whenever we passed her. After I raised my concerns about Butler Village and requested to be moved, her demeanor toward me noticeably changed. She stopped greeting me by name, stopped speaking to me, and completely ignored me when we passed one another. I cannot say what caused the change, but the timing was noticeable and made me feel uncomfortable after simply voicing a legitimate concern about our accommodations.
Unfortunately, Room 7122 was another disappointment. The room was noticeably outdated and poorly maintained. There was no closet door, the bathtub was dirty and unusually high, vents were dusty, and there was cracked and peeling paint. The shower also had an issue where the lower tub faucet continued running while the shower was being used. The sink faucet was missing the piece at the end that controls the water flow, causing water to spray forcefully and splash everywhere. For a resort marketed as luxury, the condition of the room was surprising.
We also experienced inconsistent service during our stay. At the beach, we asked for a bucket of ice and were told none was available, despite another guest nearby having one. My partner then went directly to the bar and was immediately given one. On another occasion, a server handing out the drink of the day walked directly past me and served the person beside me before eventually coming back after I made eye contact.
Taken individually, these situations may seem minor, but collectively they affected how welcome and valued I felt as a guest. As a Black guest of Caribbean descent, some of the interactions left me questioning whether unconscious bias may have played a role. I sincerely hope that was not the case, but it was part of my experience and worth mentioning.
There were also numerous cats roaming underneath the tables in the dining areas. I understand that cats are common at many Caribbean resorts, but having several underneath the tables while guests were eating was unpleasant.
Unfortunately, the poor customer service continued even after our vacation ended. I emailed Sandals directly to share the details of our experience and waited more than a week for a response. When I finally received a reply, after sending a follow up email to higher ups, I was offered Sandals points as compensation and was told the points would be added to my account. However, there was no follow-up, and the promised points were never added. I ultimately had to contact Sandals again myself just to have the points that had already been promised applied to my account. After everything we experienced during the stay, having to repeatedly follow up afterward made the situation even more disappointing.
What makes this review particularly disappointing is that there were staff members who were genuinely wonderful. Unfortunately, the transportation problems, luggage situation, condition of Room 7122, inconsistent service, change in treatment after raising a concern, and lack of follow-through from Sandals after the trip overshadowed the positive aspects of our stay.
I chose Sandals because of its reputation and expected a luxury experience. Instead, I left disappointed, and the way my complaint was handled afterward only added to that disappointment. The overall experience did not justify the reputation or expectations associated with the Sandals name.
Based on our experience, I would not return to Sandals Ochi.
