We recently returned from a stay at Sandals Grande Antigua (June 15-20, 2025) and while there are…read morecertainly aspects of the resort we appreciated, there were also several concerns that, cumulatively, made this experience fall short of the high standards we've come to expect from Sandals based on previous stays in Barbados and St. Lucia.
Pros:
- The setting is undeniably beautiful. The beaches are stunning, and the resort grounds are well-maintained.
- We appreciated the convenience of unlimited food and drinks.
- The inclusion of Robert Mondavi wines ensured a consistent baseline of wine quality, which we enjoyed.
Cons:
- The level of service and staff attitude was noticeably below what we've experienced at other Sandals locations. Many team members seemed disinterested, disengaged, and at times cold--lacking the warmth and hospitality we have associated with the Sandals brand. This was especially evident at check-out, where no one asked how our stay was nor offered a simple thank you.
- The number of solicitations we encountered was excessive and disruptive. On one occasion, we were approached five times in two hours--making it very difficult to relax quietly or enjoy reading without interruption. These included both Sandals-affiliated promotions and third-party vendors.
- The food overall was average, which was a disappointment given the typically exceptional culinary experiences we've had at other Sandals resorts. Most pastries tasted mass-produced, croissants resembled those from a grocery store value pack, and drinks were heavily watered down with ice.
- A few bright spots in dining included Soy, Eleanor's, and Kimonos. In particular, Chef Ronello and server Chad at Kimonos created a memorable and special hibachi dinner for our anniversary after a group no-show left us with a private experience. Their warmth and attentiveness stood out as highlights of our trip.
- The breakfast quality was consistently poor. Omelets were made using bare hands to grab ingredients, which raised hygiene concerns. French toast and eggs were cold every day.
- Internet access was frustrating throughout the stay. Frequent disconnects, weak signals (especially in-room), and download speeds of only 1-2 Mbps are unacceptable, particularly at a resort of this caliber. We chose not to pay for the "premium" internet, though advertised speeds were still below modern expectations. In 2025, even economy hotel chains offer faster, more reliable WiFi. Frankly, airplane WiFi outperformed what we experienced at Sandals Antigua. We strongly believe that premium-level connectivity should be included in the standard offering, especially at the price point of this resort.
Closing Remarks:
While the location and a few exceptional staff members helped create some positive memories, the overall experience at Sandals Antigua did not meet the standards we associate with the Sandals brand.
We contacted Sandals directly with our feedback and they responded with offered compensation in terms of points. However, we were surprised to receive a legal document in connection with this offer to release us from future reviews. We felt this formality was unnecessary, particularly as our intention was never been to escalate matters beyond constructive feedback.
After careful consideration--and with great reluctance--we chose not to book a future Sandals trip during our stay, something we've always done in the past. This decision was not made lightly, but based on the decline in service quality and overall value, we did not feel confident committing to another visit at this time.
Also, we found it highly unethical that Sandals Antigua would attempt to offer compensation -- in the form of points -- seemingly in exchange for our silence or retraction of an honest, unsatisfactory review (or future reviews). This behavior constituted as a form of bribery and only further reinforced the disappointing experience we had with the resort.
I urge Sandals to reevaluate its approach to customer feedback and adopt a more ethical and respectful standard for resolving complaints.