Sanctuary Bay

They clean two times a week and I had traveled with my kids 4 and 2 years old whereby I needed to clean every day but that was impossible On my check in day I got there and they said they didn’t have my reservation so I had to figure it out where to stay yet I had paid for it am still waiting for my refund

The property outside of the rooms is beautiful. The rooms are in desperate need of renovations and you can see how out dated they are. The front desk is very unhelpful. We tried on several occasions asking staff members a question and the response was they didn’t know or download the viva app. The girls in the Heatwave store was more informative of things and helpful than the staff. Also, the gentleman that manned the katermeran was equally helpful. The pool was nice however they allow you to bring drinks into area and the empty cups sit on rim of pool for a long period of time before being collected which causes the bees to swarm around them. The food in the buffet is the same every day and we were unable to get reservations at the restaurants on the resort. You need to download the app to make them and we were not informed of this when we checked in. Therefore when we did there wasn’t anything available.

I should have known my experience would be bad, when it took 2.5 hours to get my food from the restaurant at the resort. The facilities were outdated and many of the appliances were rusted. The weight room was small with equipment not maintained. One treadmill had a broken screen and the other had a loose belt. Requests were treated as an inconvenience. It took hours to get towels replaced. I did not have WiFi in my room my entire stay. The first day I notified staff, I was told “all rooms have WiFi, so I must have WiFi”. I came back the next day and was told that IT was not in on the weekend and to come back on Monday. I came back on Monday and was told, they would let IT know I needed assistance. That assistance never came. Air conditioning in my room was not controllable. The temperature never changed. Our toilet would not flush properly. Overall, it was the worst experience on any trip i have ever been on. There were a few nice people, like Jones, but most others could care less.