Sandals Regency La Toc Golf Resort & Spa

We visited Regency La Toc in St.Lucia for 10 days as part of our honeymoon. In summary- it was disappointing. 1. Room- quite dated, shower over bath, not what we expected from a five star luxury resort, tv signal very poor- fuzzy screen continuously, our welcome pack also had the name of another couple on it. For our honeymoon, this did not make us feel very special. We complained about the tv signal and asked for it to be fixed...on five separate occasions, eventually someone came to the room to look at it then told us he would be back soon, and never returned. Each time we raised an issue, no one took responsibility for fixing it, and no one had any recollection or trace that a complaint had been made. Eventually we were moved to a better room, after two or three days, which was in the main hotel and of the standard we expected the hotel rooms to be in a Resort like Sandals. Whilst being moved to a different room, the lady asked us if we had received the honeymoon package, we weren’t aware of this, she then told us it included rose petals, bottle of champagne and breakfast in bed...after chasing up on the details after several days we eventually received the honeymoon package. 2. Attitude of staff- the majority of staff were rude, with a handful of people we encountered who were friendly (mainly management), everything seemed to be a hassle, barely acknowledged us when approaching the bar or trying to interact with staff, any time we were smiling or friendly towards staff it was not reciprocated. It does not appear that staff are being overworked, as the place seemed to be almost over-staffed, and despite this ourselves and other customers seemed to be ignored on a regular basis. Three specific incidents- * On the first evening, we witnessed an argument between an American customer and a member of bar staff, which was particularly uncomfortable, then later when the bar had closed and we were finishing up our drinks, the barman began relaying the story to another member of staff in quite a loud and aggressive manner, quite aware of us being within earshot and view-this was not very professional, and set the tone for the rest of the trip. * We went to purchase some photos taken during the trip, which came to a total of $180, which seemed an excessive price, but we hadn’t taken many photos so decided to buy them, the sign at the photo shop stated you could choose a frame or a photo album, and AFTER paying $180 they casually informed us there were no photo albums available, when we pointed out that they should have informed us of this before we made payment, she insincerely apologised whilst rolling her eyes. There was a lady standing in the background watching the whole incident, who looked like a manager but did not step in. This was on the final day of our trip, by which point we decided to make a formal complaint of multiple incidents like this to the hotel manager, when the photoshop manager was asked to join, she feigned ignorance, and low and behold by the end of our trip she had located a photo album. * Scuba-diving- we decided to undertake the ‘Discover Scuba Diving Programme’, advertised online as $100pp, although when we went to book this we were informed it would be $134pp, at the time we did not pay anything but decided to go away and check the price with the hotel, when we returned the next day we relayed what the hotel staff had told us- that the price should be as advertised online, the girl serving us did not accept this and told us we had agreed the higher price the day before and it was only $100 if you booked online...after further discussion she decided reluctantly to charge us $100 each, and as with all staff, was particularly unfriendly about it. We then went on to get the hard sell about doing a more expensive course of around $400 to get PADI certified...when we explained we weren’t even sure if we liked scuba diving and just wanted to try it with the less expensive course...the friendly attitude of the diving instructor disappeared entirely, and he barely tolerated us for the rest of the lesson. 3. All-inclusive? Not exactly. They go to great lengths to say they are the best all inclusive in the world, and absolutely everything is included, but this is far from the truth, once you arrive, trying to find out which activities or trips are included is very difficult, people are constantly trying to get you to spend more and more money on day trips, spa treatments and wine, and when you decline, the quality of service drops. We probably would have paid for spa treatments if they’d actually been reasonably priced, and maybe similar to what you would pay in the UK at a nice spa. These are just some of the many incidents we encountered over the course of our stay. In hindsight, we wish we had spent our money on a less fancy and more friendly trip, because the good parts of the trip and service definitely did not outweigh the bad. However as we weren’t enjoying Regency La Toc, we decided to visit the Grande resort via the inter-resort bus, and spent three days there, completely different, staff very friendly and pleasant, and the service was much better. Having complained to the hotel manager on the final day, we found the management very professional and helpful, and above all friendly. They arranged a private car transfer which was a nice gesture. But overall, too little and too late. I can only assume from the great reviews I’ve heard about other Sandals Resorts, that it is just Regency La Toc that is in need of a little makeover, both of the hotel rooms and attitude. This review was forwarded to a manager at Regency La Toc a number of months ago. He asked us to contact him should we wish to visit a sandals resort again, as he would ensure we would not encounter the same issues in future; however, I am yet to receive a reply. Read less

Short and sweet version. Our June Trip to Sandals LaToc was rescheduled for July30 because of Covid. Received an email 7-7 LaToc was closed but we could get a room and Grande St Lucian, called and they offered us a lower category room ( we had a butler suite at LaToc) , refused a refund and we have insurance! I filed a complaint asking for refund, or a butler room and Grande St Lucian for the price we already paid , spoke with the CEO Gerhard Rainer who assured me the matter would be resolved within 24 hours. Four days later no response and contacted CEO again who stated he would look in to it. The fifth day we were contacted and told the same thing! No refund! No Butler room at Grande this year or next. They will keep our $6000 for two years and we can only re book at LaToc IF it reopens. DO NOT trust this company with your vacation needs or your money. They are thieves and do not care for loyal Sandals customers or anyone else! The fact the CEO either lied and didn’t help or the employees completely disregarded his suggestion to help is a clear representation that this company has substandard values and ethics! Read less

Sandals resorts uses bait and switch tactics including LYING to customers. They tell you at the last minute the resort is not open when they assure you two weeks before all is fine. Then they refuse to refund thousands of dollars saying you are cancelling in the penalty time period. So they LIE during the non-penalty cancellation period then wait until you are within the penalty phase to tell you the resort is not open. We cancelled and took 1/2 refund then we put in a claim to travel insurance for the remaining 1/2. The airline travel (Not purchased through the resort) agreed immediately to a 100% refund of our tickets. Should the resort travel insurance not provide a refund of the remaining 1/2 we will contact our government related to covid-19 scams. Read less

Very Disappointed to say the least with Sandals and I have not even arrived on site yet. NOT A GOOD START AT ALL. My wife and I travel somewhere new every year for vacation. This year was supposed to be extra special as it is our 10 year anniversary. After looking at other resorts that we have been to and other areas, we decided to give Sandals a try after watching different youtube videos of people's experiences and what Sandlas claims to offer "luxury". We booked a Water's Edge Honeymoon Butler Suite with 2 different experiences and a candle light dinner on our anniversary. In total it came out to right around $9,000 without airfare and with travel insurance. We were set to arrive at St Lucia Regency La Toc on June 20-27 and was booked in September 2019 (pre COVID). Now, I understand no one can control what has happened, but now its getting out of hand and there is ZERO help Sandals. The majority of our balance was paid in November 2019. March 2020 came (post COVID), I reached put to Sandals to get a update prior to paying off the balance in case things have changed with shutting down due to COVID. I was told then that the resorts in St Lucia would be re-opening the beginning of June, so everthing would be fine. I ended up paying off the balance (first mistake to listen). May 6, 2020 we recived a email confirming our stay at the Regency La Toc from 6/20 - 6/27. On June 1, I received a call from Sandals stating that American Airlines (which is who we were flying) is not flying to the island for the time of our stay and we need to reschedule. After going back and forth with both of our work to get the time clear, re-arrange the care for our two children, re-arrange travel we changed our stay to July 11-18, as we were told that the resort would be opened. This did give us a $300 or so credit on our reservation because of the rate. They would nor refund to my card. This I was accepting as it was the airline not Sandles (so I thought and was told) Our flight however, now had us coming in at 11:30pm. After talking with my wife, we decided to go a extra day to get as much time without being tired and wasting a day. I contacted Sandals on June 11 to make sure the room was available. I was told the room was available and it would be an additional $950 as we can not get the lower cost of the July rate, we had to pay the same per night rate we did initially. I told the representative that I would need to clear with my wife, change the flights and call them back. After about 4 hours or so, this was all done and I called Sandals back to add the night. I was then told that there was a issue, the resort was not opening until July 14. NOW I WAS TOLD 4 HOURS EARLIER NO PROBLEM, NOW ITS A PROBLEM! I asked about the travel insurance we purchased to cancel the vacation as we were not able to change again with our employers and was told the travel insurance does not cover what is going on. We can only reschedule up to 1 year. The problem with that is one Sandals has $9,000 of my money now tied up for another year and two there is no telling COVID would change things next year as well. I informed the representative that I would need to call back to figure put what to do. June 12, I was able to convince our employers to push back our time off 1 week as well as our child care situation. I called Sandals and moved our reservation to July 17-25 (3 days after I was told the new open date was going to be) Fast forward to July 4 (13 days prior to our arrival), I received a email asking me to contact Sandals about our upcoming stay. This now made me nervous because of all the issue we had. Luckily (or so I thought), after calling Sandals back on July 4 it was to CONFIRM and I want to repeat CONFIRM our reservation for the St Lucia Regency La Toc from July 17-25 and all of our experiences we booked along with private transfer (that i also set up during this). They also informed me that a negative COVID test was need within 7 days of us arriving on the island and a questionnaire needed to be filled out on St Lucia's website. NO PROBLEM. Now my wife and are are getting ready and excited for our trip. July 7th (3 days after our CONFIRMATION with Sandals), my wife and I both get a text to contact Sandals about our upcoming stay. I called figuring a note or something was not put that we spoke 3 days prior to confirm our reservation and what is needed. I WAS WRONG! And this is where things go off the rail. Now I am being told that the resort that I was just confirmed at arriving in 10 days to is now NOT OPENING until August 31 and we need to reschedule or change to St Lucia Grande which is open! At this point we are screwed and cannot under no circumstances reschedule. So I said fine, book us in a butler room there. Well, now they do not have any butler rooms available! I can downgrade the room and have a reservation credit. Now I am Angry and had to get off the phone initially as it is not the fault of the representative on the phone, but I was going to lose my cool. If I wanted a downgraded room I would of booked a lower grade room in the first place and save the money or would of chosen a different resort or place to go. We chose to go to Sandals and the resort specifically for the Butler experience. I called my wife and explained what was going on, who undoubtedly was very upset. I was able to gather my thoughts and look at rooms online and found that they did in fact have one butler room still available, so I called back right away with a glimpse hope this can be saved (just a little setback). After waiting on hold twice as the first time, a message came up that the lines were busy to leave a message (which I have done this before and NO ONE EVER CALLS BACK) I was told the room was available but it would be an additional $13,000! This on top of the $9,000 the already have of mine. To put that into perspective, I initially had booked a 2 WEEK MEDITERRANEAN CRUISE in a butler suite on a all inclusive luxury ship that cost $21,000 but my wife did not want to be out of the country away from our two young kids for that long. Now, Sandals is trying to tell me for 8 nights they want $22,000 NO WAY! I was told that the room category is higher than the butler room we initial made so we would have to pay the difference. After, calming explaining the situation again and that I was not paying that I asked for a supervisor. Once the supervisor got on the phone and going over all of this I again was told there is nothing she can do. There was one room left in a downgraded category in the club level that is $1,100 less and the difference would go on as a reservation credit tobuse at a ALL INCLUSIVE RESORT WHERE I ALREADY PAID FOR EXPERIENCES AND WAS TOLD I WOULD ONLY GET 1/2 THE VALUE OF THE CREDIT TO USE ON EXPERIENCES. I am sorry that is asinine. I explained if I downgraded I want a refund to my credit card of that money, NO CREDIT. After 2 hours on the phone I was told she would contact her manager by email as it was to late in the day to try to figure out something, was not completely clear on what that all meant but could not guarantee anything. This is risking losing the room as she can not even HOLD the room for 12 hours until the morning to discuss with her manager. She did put me on a brief hold and I guess got a hold of her manager and got approval to credit the $1,100 to my credit card or change to a different resort on a different island (which hopefully American Airlines is flying to) and give up to a $500 credit each for airfare difference. We have already been to Jamaica and do not want to go there, not to my surprise Antigua had no butler rooms available anyway so it does not even matter. I was then told the last option would be to downgrade the room and when we check in, it would be up to the resort on site to upgrade the room of available. I guess Sandals does not have the authority to authorize anything on a Sandals resort? Seams funny to me, just a tactic to make the customer think your helping when in reality it is not going to do anything because if they are told no on site, what other choice do they have. If I wanted a normal room and not the butler experience I could of booked a different resort and different location of alot less money. The whole point of the trip for our 10 year anniversary was to have the ultimate experience and Sandals has robbed us of that I feel. Both my wife and I are in customer service and understand things happen, but I make it right for my clients so they have the best possible experience and make them a lifetime customer. This is what I was hoping for with Sandals. I was hoping we found the best experience to basically go on vacation have all of our expectations met or exceeded and book next years at a different island but with Sandals as we would then know the quality of Sandals. At this point, I do not see that happening. In the end Sandals has my money, and I can not change the dates again so I had to do the only thing that would guarantee our trip as of now, until I get the next email or text canceling or changing something something else. Yes, I understand this is not targeting just me, others have been affected as well but we have been accommodating every step of the way, only to basically be gut punched by Sandals and told oh well, there is nothing Sandals can do. That is not acceptable at this point. I truly feel that I have been as people would say bamboozled or bait and switch. This is not the experience Sandals portrays to everyone and definitely not what others have shown from what I have seen. Maybe Sandals will change the course and surprise us with true customer service and fix this, but with what I have seen so far I doubt it. Read less

My wife and I returned here to celebrate our 25th wedding anniversary in March 2020 with 2 other couples. We had fun and most of the staff was nice but we were not overwhelmed. You needed to get up early for a chair at the pool. The buffet meals were just ok. The ocean was too rough for swimming all but one day. Do not stay in the main building if you want quiet during the day because it can be loud at the pool. Armondos was best for breakfast and our best meal was at Pitons. Read less