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“Over promised, under delivered”

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Sandals Royal Bahamian Spa Resort & Offshore Island
Ranked #1 of 37 Hotels in Nassau
Certificate of Excellence
Alexandria, Virginia, United States
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
“Over promised, under delivered”
Reviewed 14 March 2012

My fiancee and I wanted to spend some time alone, away from work and an intense life in Washington DC.
We chose sandals for its "all inclusive" package and since we wanted to be treated special, we opted for the more expensive "butler service" which gave, according to the website, access to better rooms and personalized service.

First, the resort is overall nice and clean. the pools are large and well maintained. The architecture is a bit cheesy without much Bahamian touches but well planned.The private island is great and you would hope that the entire resort would be designed with the same simplicity (as all Club Meds are).

Second, beware of the website gorgeous pictures for the rooms. the reality is quite different and not as luxurious as depicted. that said, our suite was nice, spacious and simply decorated.

Third, if you are a foodie as we are, avoid this resort altogether. The food although free (the all inclusive thing) is blend, oily and specifically tasteless. The resort offers a choice of restaurants. This did not mean the food was any different in each of then, it was the same horrible stuff in different decors. The drinks however were plentiful and offered top shelf brands so you end up drinking your way through your stay. The free wine was very average but you can order better ones at an additional cost.(ouch, count a min of $45 per bottle for the entry upgrade)

And last and the worst of all, the service. As I said we bought the butler service which was advertised as "English trained" staff on the website. This service allows you to select better rooms, get a private pick up at the airport and have someone at our disposal during our stay (via a cellphone given to you). In a word the dream. The dream ended quickly after being welcomed. the butler assigned to us to welcome us was quickly replaced by two "part-time" butlers who clearly did not like their jobs and specifically did not try to make our stay special. They were glorified hotel concierges you can get for free in any good hotel around the world. The dislike of the job actually premeditated through the entire resort. Staff is not happy there and do not feel compel to make guests welcomed. I do not blame the staff for this because my feeling is that the Sandal's management is either under paying them or not treating them correctly or both. Unfortunately, at $1700 per day, that is completely unacceptable.

Conclusion: If you are self-sufficient and use the resort for the basics, you will actually be ok there. The drinks were descent, the grounds good and the rooms comfortable BUT do not pay extra for butler service because you will be very likely disappointed.

Room Tip: Do not pick the butler service, it is over promised and under delivered.
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  • Stayed March 2012, travelled as a couple
    • Value
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Helpful?
6 Thank Bruno G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SRICS, Manager at Sandals Royal Bahamian Spa Resort & Offshore Island, responded to this review, 21 March 2012
Warm greetings from Sandals Resorts International! You are very important to us and we welcome the opportunity to speak with you. Please e-mail us at (customerservice@sandals.com). We look forward to hearing from you. Warm regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Traveller tips help you choose the right room.   Room tips (2,035)
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English first
Houston, Texas
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 13 March 2012

slighty skeptical 1st time sandals guests....now 100% believers...3/4-3/10..after much diligent research- my lovely bride and i decided on srb for our weddingmoon- excellent resort-no regrets....a wonderful destination for couples....the resort staff(waiters,housekeeping,pool attendants etc.)all upbeat,energetic-ready & willing to make your stay pleasant..our wedding was handled efficently and with much care..thank you kathleen,rev.Dewitt &shavon(photo guy)
We treated ourselves to an oceanview 4th floor butler suite..our butler crew(kimberly,lakera,thomas) is 1st class-not too intrusive-anticipating our every step..special touches seemed second nature-all you could ask for and more...kudos to the butlers,waiters (miguel-alexander-gia) and a special thanks to ram for making our island trip special....only disappointment-we left the top of our wedding cake-hopefully they will send it to us ???
We asked the world wait ,while we did celebrate our GRINGO WEDDINGMOON

Room Tip: butler service rooms are the best
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  • Stayed March 2012, travelled as a couple
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Helpful?
1 Thank Holly H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Farmington Hills, Michigan
Level Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 12 March 2012

My husband and I traveled to Sandals Royal Bahamian 3/4-3/9 and overall enjoyed our stay even though the weather was very windy and rainy a lot of the time. The guys running the scuba excursions were wonderful, and the underwater professional quality pictures made a great souvenir. The food overall was average, with the exception of the breakfast at Spices and the dinner at Baccarat (my husband said that it was the best steak he had ever eaten, and he eats more steak than anyone I know). Kimonos was standard Japanese Steakhouse food, and if we return we likely wouldn't get a reservation there. Casanova's had excellent ricotta gnocchi but the salad bar was nearly depleted and never refilled the whole time we were at dinner and the steak was a bit tough. Cafe Goombay was alright (in Spices because of the weather) but they didn't pay any attention to the modifications we requested so we didn't finish our meal. Royal Cafe had good service and a killer veggie burger, and the pizzas at the outdoor wood oven were also quite good. The drinks were watered down for the most part so I stuck with champagne or daiquiris with extra rum when I ordered. The bartenders and restaurant waitstaff overall seemed annoyed with the guests and were often borderline rude with the exception of Gregory at the Manor building pool, who was cheerful and friendly. Vincent at Baccarat was our only exceptional waiter while we were there as well. The other employees (housekeeping, front desk, etc.) were all extremely friendly and attentive. We had a new room in the renovated building which was nice but has some design flaws (only 1/3 of the shower has a door so water runs all over the bathroom and main room). The decor, bedding, and furniture were all beautiful and comfortable though. My husband got very ill our second day there, and a manager called nearly every day to check in and authorized room service for us which our room category didn't have since he was in the room for nearly three days straight. Nurse Hunt was friendly and caring and we both very much appreciate the care he received from the nurse's station during our stay. The beach was a little dirty and needed to be raked, and the ice at the island had dirt frozen in it so we had warm drinks the one day it wasn't closed while we were there to avoid the dirty ice. The island is beautiful though with plenty of seating and much more beach than the main resort. The pool by the Manor building was much colder than the other pool, and one of the hot tubs had terrible filtration so it was drained every other day. For the most part, there's enough seating especially when the island is open and the chairs are more comfortable than I've encountered at other resorts. I just wish the weather had been better so we could have taken advantage of the island and the water sports available, so hopefully next time we travel to a Sandals hopefully we have better luck!

  • Stayed March 2012, travelled as a couple
    • Value
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Helpful?
1 Thank howswedeofme
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New York City, New York
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 12 March 2012

We had several issues with this resort, which resulted in our having to switch hotels in the middle of our vacation:

1) the heaters for both pools were broken. When we asked when they would be fixed, we were told not anytime soon -- so we couldn't use the pools at all the entire trip.

2) when we went to the private off-shore island, no one told us we had to bring our own towels. When we arrived, there were not only no towels, but when I asked three different staff members if more towels would be coming,I was told that they only put out about 20 or so in the morning, and once they are gone that was it. Further, even though staff went back and forth all day to get things for the restaurant, not a single member of staff could be bothered to collect more clean towels and bring them back over. Also, there were insufficient beach chairs and no staff was willing to get more of those, either. This resulted in my husband and I having to go around begging for people's dirty, used towels to sit on the beach with.

3) the hairdryer in the room was broken and even though we complained for three days, it was never repaired.

4) the food was TERRIBLE. Since my husband and I don't drink, the purpose of an all-inclusive for us was really about the food. The tortilla chips were routinely stale, the beef quality was so low-grade that the Burger King across the street from the hotel had better quality burgers, etc. The worst example is that (because I have diabetes) I need to eat cheese and crackers at night. They had wrapped up the cheese with the crackers and placed it in the fridge for so many hours, the crackers HAD DISINTEGRATED. And the grapes that came with it WERE MOLDY. I mean seriously, how can a supposed 5-star resort screw up a plate of cheese and crackers?! After two days of complaining, the director of food services finally got them to give me the crackers still in the box. That this was even an issue at a resort of this quality is appalling.

Ultimately, we had to start eating outside the resort which killed the whole reason to be spending all that money at an all-inclusive. But after a dinner of raw chicken and soup with so much black pepper it had to be sent back, a breakfast in which they dumped half a bottle of oregano on the eggs, and burgers made with grade D beef, we weren't going to chance any more meals at the resort.

5) no one mentioned the resort was under construction. Unless you went to the off-shore island, you couldn't hang out at the beach by the resort and relax.

While the staff was very nice and friendly, the service was also appallingly slow. For example, even though there were only two tables of people at the restaurant for breakfast, it still took 45 minutes for us to get a plate of eggs. I expect things to be more chillaxed in the Caribbean, but this definitely crossed the line into poor service.

Ultimately, we had to leave and for half the price got a penthouse suite at the Wyndahm right down the road. Sandals refunded our money for the portion of the trip that we didn't stay and also gave us a voucher for one night in the future, but the experience was so bad, we don't plan on going to back to a Sandals ever again.

  • Stayed February 2012, travelled as a couple
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Helpful?
6 Thank MissM60763
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SRICS, Manager at Sandals Royal Bahamian Spa Resort & Offshore Island, responded to this review, 21 March 2012
Warm greetings from Sandals Resorts International! You are very important to us and we welcome the opportunity to speak with you. Please e-mail us at (customerservice@sandals.com). We look forward to hearing from you. Warm regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Oakville, Canada
Level Contributor
17 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 12 March 2012

Just spent a week at Sandals and couldn't have asked for a more beautiful setting. Food was great with many places to lie and relax. Loved the offshore beach. I highly recommend this Sandals.

  • Stayed March 2012
    • Value
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Helpful?
Thank JoAnn O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Sandals Royal Bahamian Spa Resort & Offshore Island

Property: Sandals Royal Bahamian Spa Resort & Offshore Island
Address: West Bay Street, Cable Beach, Nassau 13005, New Providence Island
Phone Number:
Region: Caribbean > Bahamas > New Providence Island > Nassau
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Top resorts Hotel in Nassau
#1 Luxury Hotel in Nassau
#1 Spa Hotel in Nassau
#1 On the Beach Hotel in Nassau
#2 Family Hotel in Nassau
Price range (per night): $698 - $1,871
Hotel Class:5 star — Sandals Royal Bahamian Spa Resort & Offshore Island 5*
Number of rooms: 404
Official Description (provided by the hotel):
•New, extra comfortable, ultra luxurious Day Beds added poolside on Sandals Cay •Sandals Cay now has Zen Spa and Fire Pits.-----•Butler Service, 24-Hour Room Service, and Rolls Royce or Mercedes Transfers for select suite categories. •Over 10,000 sq. ft. of the Island’s most impressive Freshwater Pools•Sandals Cay – Nassau’s only resort with Private Offshore Island & Restaurant.•Ten Dining Options featuring an array of cuisine from French to Bahamian. •Minutes away from excellent duty free shopping in Downtown Nassau on Bay Street and world class gambling on Paradise Island.•Weekly Late night decadent Chocolate Buffet offering specialty coffee •Voted Sandals Resorts “World’s Leading All-Inclusive Company” 16 years in a row. •Voted Sandals Resorts “Caribbean’s Leading Hotel Brand” 18 years in a row. •Voted Sandals Royal Bahamian “Bahamas’ Leading Spa Resort”. ... more   less 
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Also Known As:
Sandals Royal Bahamian Spa Resort & Offshore Island Hotel Nassau
Sandals Royal Bahamian Spa Resort And Offshore Island
Sandals Bahamas
Sandals Royal Bahamian Cable Beach
Sandals Bahamian
Sandal Royal Bahamian
Sandal Resort Bahamas
Sandals Royal Bahamian Spa Resort & Offshore Island Nassau, Bahamas

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