The customer is always right, unless you are Katie Price and happen to holiday at a Sandals resort it seems. In a statement issued today, the posh holiday company refuted Ms Price’s allegations of shoddy treatment at their Sandals Royal Bahamian resort and spa, and offered her a refund, on the provision that she never return.
Now whatever you think of Ms Price, and before you chuckle at the chutzpah of Sandals, remember that Ms Price had paid for an exclusive holiday with the company for her third wedding to Kieran Hayler, and complained because she was disgusted with the way she was treated. Ms Price alleges that at one point, she was even mistaken for a pron star by the resort’s private butler.
So is this a case of Ms Price overreacting a little or should Sandals have been a little more concerned about her complaints? Either way, whoever wrote the statement concerning her allegations should really have thought less about the kudos of humiliating her, and more importantly, what reprisals their somewhat rude and at times irrelevant statement would have on other members of the general public and potential customers.
The statement is published in full at the bottom of this article, and although it makes very clever reading, and whoever wrote is probably patting themselves on the back for being ironic and witty, there may be others who view it as a sarcastic retort to a genuine complaint.
Ms Price said in her column in The Sun that the venue used plastic sunbeds and that the tent was also plastic. She commented: “Sandals my a**e. It was more like a smelly old flip-flop. Our wedding tent was made of plastic too. It looked like it had come straight out of a B&Q flat pack and we saw it being wheeled out for one wedding in a wheelbarrow.” She also said that the whole resort was more like an 18-30 holiday club than a romantic wedding destination.
Katie added: “Nothing will ruin the happiness I’ve found with Kieran but I was so stressed out by the whole experience I came home with a cold sore on my lip.”
See what you think of the statement issued by Sandals but remember that if you or I win the lottery, we might also resort there, and would we be happy if our complaints were handled in the same disparaging manner as Ms Prices? Like I said, the customer is always right. And although Sandals has every right not to want Ms Price at her resorts anymore, I always think you measure a company’s standing, not by their accolades or awards, but how they treat their customers when things go wrong.
SANDALS RESORTS’ FULL STATEMENT
Sandals Resorts are surprised by the allegations made by Ms Price. Without an international profile, the resort team were oblivious of Ms Price’s fame and welcomed her with the award-winning service given to all its guests.
Once at the resort Ms Price did identify herself to her dedicated Wedding Manager and explained her profile in the UK.
The team were thoroughly understanding and accommodating of Ms Price’s request for privacy, offering use of the resort’s private offshore island, Sandals Cay, for her wedding ceremony and the duration of her stay.
However, Ms Price declined this offer, and against the Sandals team’s advice opted instead to hold the ceremony on the public beach where she was photographed by paparazzi.
As with all Butler Suite guests, Ms Price was assigned a dedicated butler who are all trained by the “Guild of Professional English Butlers”.
Part of this service includes serving gourmet meals from a choice of ten on property restaurants in suite at no additional cost. The resort also offers private candle lit dining in a variety of discreet locations for all its guests.
Her dedicated butler, who is used to dealing with VIP’s denies making any derogatory remarks.
Sandals Resorts is disappointed that Ms Price was not happy with her stay and as a gesture of goodwill are willing to offer her a refund on condition that she does not chose our resorts for any future weddings or stays.
Sandals has been welcoming guests through its doors for over three decades and prides itself on excellent service, award winning product and has one of the highest returning guest rates in the industry.
Sandals has been awarded some of the industry’s top accolades and awards including the ‘World’s Leading All-Inclusive’ at the World Travel Awards and ‘Top All Inclusive Brand for Honeymooners’ by Brides Magazines.