Update (6 p.m.): Sandals has responded to the couple’s complaint. It sheds some additional light on their experience.
Thank you for your correspondence with regards to your experiences during your honeymoon with us in November this year. In order for honeymooners to receive the honeymoon package on arrival, we must receive information prior to arrival, indicating they are honeymooners. We had no prior information that you were on your honeymoon. However, when the matter was brought to our attention the package was extended to you the day after your arrival.
During your stay with us, we were experiencing some problems with the hot water line which resulted in the problems you encountered with the hot water. Although the hotel has a preventative maintenance program in place from time to time there may be problems with faucets etc. We apologise for any inconvenience this may have caused.
The Candlelight dinner and massage were booked for the La Toc Resort. You were informed that the menu would have to be obtained from La Toc or you would have to go to the resort to choose the menu. You decided to have it sent to the resort and that was the reason for the delay.
It is regrettable that you were not informed, prior to you booking the tour that your mother prepaid a Sunset Cruise for you. This resulted in the two tours overlapping. As a goodwill gesture you were given a fifty percent discount off the Joe Knows Tour. Your parents were refunded via credit card, numbers ending 8383, on November 17th for the Sunset Cruise which she paid for.
You informed Mr. George that in order to “ease the sting” there is a bowl in the resort shop costing $29.99 which you wanted, that was given to you complimentary.
At Sandals we are cognizant of the fact that a couple’s honeymoon is no doubt a once in a life time occasion to celebrate the bliss of marriage and for this reason we make every effort to ensure that clients are as comfortable as possible. We are disappointed that your stay was not one hundred percent reflective of our usually high standards, but we hope that upon reflection of the positive aspects you will give us another opportunity to ensure you enjoy the true Sandals experience.