Wyndham Sugar Bay Resort Spa - St. Thomas, USVI

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This is a wonderful resort. Visited: September 2009 Posted by sassanna98 I travel to St. Thomas every year over the US Labor Day weekend. I have stayed at the Marriot Frenchman's Reef, the Ritz Carlton, and now the Wyndham Sugar Bay. I really enjoyed my stay at the Wyndham Sugar Bay. After reading the posts - which seem to vary broadly, I did not know what to expect. However, I found the place to be really quite lovely, modern, and clean. The staff was tremendously friendly and pleasant (not speedy, but that is the Caribbean way - that is why it is a pleasure to relax here). The room was spacious and clean - with a spectacular view. I dined and drank in all the restaurants and found them all to be really quite wonderful - no complaints whatsoever. The food was good, and the prices were reasonable. The selection was very nice, too. In addition, I visited the gym and the spa and give high marks to both. When I return to my lovely island next year, I will stay at the Wyndham again. Incidently, I would rank the Marriott a close second and the Ritz third - mostly just due to the poor service and very high prices. 5 users found this review helpful. 0 found this review unhelpful. Did you find this helpful? This was the worst place ever. Visited: August 2009 Posted by stargazer After years of island travel, I was quite shocked at the attitude of the staff and the overall lack of a sense of urgency to provide a high level of customer service. The staff was unfriendly and lacked a general welcoming feeling. We arrived to carry our bags without so much as a "Welome to the Wyndham!". Most hotels exhibit a feeling of welcome! Also, we waited over an hour to check in. The restaurants served cold and poorly presented food at a snail's pace. How long does it actually take to prepare a hot dog anyway? There was a high level of debris and overall filth on the beach. Not once in a week did we see anyone grab a rake and clean the beach. There was broken glass, a single dirty black sock, and fruit garnishes from the myriad of plastic cups left strewn about the sand every place you turned. I bet money that if you called the hotel and said you were a guest looking for your favorite sock, someone would be able to retrieve it for you even today. The guys running the water sports on the beach looked filthy. Can you not spare the fees necessary to attire them in a clean looking polo shirt? One of the guys took his daily dip in the swimming pool. We wanted to rent jet skis and were told we have to wait until he opened. We are still waiting. I addressed concerns with guest relations person, and she indicated she was not expecting as many guests. If you wearing a Wyndham name badge, if a guest smiles at you, you should be required to smile back. 5 users found this review helpful. 0 found this review unhelpful. Did you find this helpful? This is a great family resort. Visited: April 2009 Posted by brianb My family loved the beach area. We found some of the best snorkeling anywhere in St. Thomas right off the resort beach. The staff was great to my family, and they were very helpful. It was a great value and a good location to be able to take day trips to other beaches - and even St. John. 4 users found this review helpful. 0 found this review unhelpful. Did you find this helpful? It was bad. Visited: December 2008 Posted by bubs Unfortunately, all the other negative reviews are correct. The service was horrible, the room was not clean, and there was a constant musty moldy smell. There was no hot water for the shower, the pressure was low, and the drain didn't work properly. The food was frozen the first night, and the second night - it was just bad. On one positive note, the pool was beautiful, and the lunch by the pool was good. It was far from paradise, though. 15 users found this review helpful. 3 found this review unhelpful. Did you find this helpful? I can't believe the posts I've read. Visited: October 2008 Posted by blwagne Wow. I can't believe the bad reviews. My wife and I spent a week here for our honeymoon. From the time we got off the plane to the time we got back on the plane, we were treated like they wanted us there. The people and service were both great. We never waited for anything . The food was really good. It was a little pricy, so I suggest the all-inclusive (well worth it). Also, the people in the lobby were helpful and friendly. The waitstaff was just amazing. No matter how busy they were, they made time for us, and did so with a smile. The beach was beautiful, and we had a great view. You can't beat the snorkeling here, either. And a $10 cab ride? Who cares? I would have spent $20 to see the sites and do things around the island. I don't know what experience all the posters with bad reviews had, but mine was so great, I'm looking forward to going back. 5 users found this review helpful. 0 found this review unhelpful. Did you find this helpful? We had a great week in St. Thomas. Visited: May 2008 Posted by sunny1 We had a perfect week at Wyndham Sugar Bay. The room was clean, and had a perfect view of the ocean and St. John. The food was good, and we had absolutely no problems with any of the staff. We are thinking of going back next May. 30 users found this review helpful. 2 found this review unhelpful. Did you find this helpful? We had terrible service. Visited: May 2008 Posted by lc111 The property is nice, and has some positives like the pool and spa. However, the service is the worst ever. I could give dozens of examples, but basically we were treated like annoying instrusions all week - not like guests. An eye roll was a common answer to many simple questions like: "Is there a parking charge if we rent a car?". It was really sad that the service ruined the trip for us. 22 users found this review helpful. 6 found this review unhelpful. Did you find this helpful? I suggest you check other hotels. Visited: May 2008 Posted by thell The entire time we stayed here, the elevator closest to our room was down. Our room was not cleaned properly. There was sand on the floor and carpet; dust on the bathroom vanity; and not all correct towels were left. We also discovered a bug in the bed. The spa was bad, too. I had my hair and makeup done for my wedding. What a waste of money! My hair was not curled enough, and it went flat in about 15 minutes. I didn't even make it to the wedding site. Also, the make up job was not good. The person basically had me tell them what to do. What was the point? If they don't have the experience to choose the correct makeup for me, I should have just done it all myself. In addition, I got a massage that was less than fantastic. I could hear all the noises outside the room, so I could not get relaxed. The food was good, and the people and staff were friendly. However, I was not satisfied, and would not stay here again. 13 users found this review helpful. 10 found this review unhelpful. Did you find this helpful? I had a wonderful week in paradise. Visited: October 2007 Posted by tantara The staff was friendly. Just remember to smile and say "hello" to them (local custom), and you will get treated like royalty. The food was great, and the activities on property were fun. In addition, the resort was close to charter docks for boat activities. 28 users found this review helpful. 5 found this review unhelpful. Did you find this helpful? We enjoyed the stay, but the weather was terrible. Visited: October 2007 Posted by samdog We arrived just in time for a tropical storm. The hotel was nice, but the drainage around the complex was bad. The food was very good, but go with the all-inclusive as it was very pricy. The wait staff was not very friendly. Each meal took at least an hour - sometimes two. The wait staff would just disappear. The walk down to the pool was bad. We counted 100 step. There was a nice buffet down there, but it was a long walk back. The shuttle is fifteen minutes apart, so it is a long wait if you miss one. There were two restaurants and a pizza bar on the premises. If you stay here very long, you might get tired of the lack of food choices. Also, it's an expensive ride into town if you want to try and eat somewhere else. Overall, the resort was nice, but we weren't excited enough to go back again. 18 users found this review helpful. 5 found this review unhelpful. Did you find this helpful? Do not use the Wyndham's Journey spa! Visited: July 2007 Posted by ltn76 My friends and I used the Wyndam's Journey Spa facilities while on our stay in the USVI. We all had a terrible experience. My 50-minute massage turned into a 35-minute massage. Be aware of what time they start and end! We had confirmed one of their packages to include a prive room with jacuzzi, champagne, various fruit, seafood, veggie platters. When we arrived, we were told that none of that was ready. They scrambled to give us something..but they charged us more than what we had confirmed. We will be disputing those charges. The customer service was despicable. The only good masseuse was Melvin. Out of three bathrooms, only one toilet was available. This place was not worth spending our money. 32 users found this review helpful. 4 found this review unhelpful. Did you find this helpful? It was wonderful! Visited: April 2007 Posted by rag973 We stayed here a week, and everything was exceptional. I would go back in less than a heartbeat! 2 users found this review helpful. 0 found this review unhelpful. Did you find this helpful? It wasn't quite worth the money. Visited: February 2007 Posted by loriboof They had nice rooms with great views, but the service was not the greatest for the price we paid. It seemed they need to communicate more with their hired services (ie. tour booking, etc.) because they don't really seem to be working together. The service at the restaurant was great, though! Overall, it is a very beautiful place to stay if you can afford it. 23 users found this review helpful. 0 found this review unhelpful. Did you find this helpful? This was a great place to spend a week. Visited: April 2006 Posted by wuhler My wife and I just returned from the Wyndham Sugar Bay Resort and Spa and had a wonderful time (4/8/06). We were celebrating our anniversary, and this was the place to do it. We go to a different place in the Caribbean each April, and the Wyndham was as good as any, and better than some. Our room (F-711) was newly remodeled and was very nice with a teriffic view. We saw no bugs and other than "no-see-ums" at sun down (which you obviously do not see), there were no insects outside. Yes, there were 98 or 99 steps down to the beach, but even at our age (in our 60s) it was not a problem and we only used the shuttle a couple of times in the eight days we were here - and that was because we were in a hurry. Both my wife and I won bottles of the local rum in the afternoon games at the pool bar, and t-shirts at the free nightly slot machine tournment (missed the $100.00 prize by one point!). The staff was more than friendly. And even when off the grounds in nearby Red Hook when we happened upon Shirly, who worked in the Manor House restaurant. She recognized us and went out of her way to give directions and explain the cab vs. bus system here. The cabs and the buses looked exactly alike - same color and same markings, and the same type of vehicle. But a bus ride was $1.00 vs $10.00 a person for the same trip in a cab. Both were trucks with open air seats in the back. We used the all-inclusive plan and I highly recommend it, as it can get rather expensive paying for each drink or meal or hamburger. We were able to use our Sprint cell phone at no charge - which I was worried about when we had a 27-minute phone call back home. (We saw our home town on the local TV news in a tornado report.) All in all, this was a good resort at a reasonable price and I would recommend it to any one who likes Caribbean island life, which is very laid back and runs on its own time. 43 users found this review helpful. 1 found this review unhelpful. Did you find this helpful? We found the attitude of staff to need work! Visited: April 2006 Posted by vcall The desk personnel was rude to us. At check in at 6:30 pm, we had to wait for 30 minutes without so much as an explanation. My husband was told to "just sit down". Once we got our room, it was occupied by another guest, and we had to remove six pieces of luggage and go back to the lobby. We were given another room only after the manager had to see for herself that the room was indeed occupied. I asked to speak to the manager, and my request was replied by another front desk person in a very surly tone "which one?" The night manager came out and, in all fairness, listened to my complaint, which truthfully was not so much about the room mix up but more about the lack of professionalism and rudeness of the front desk staff. Overall, I found that the exception to the rule were accommodating, professional employees. The room was okay, and the food was also just okay. But the big let down was the uncaring attitude that seemed to permeate this resort by most of the hotel staff. 19 users found this review helpful. 1 found this review unhelpful. Did you find this helpful? Wyndham Sugar Bay- only a 2 star hotel Visited: August 2005 Posted by strengthluckjoy I have cut and pasted a letter we wrote to Sugar Bay mgmt about our experiences: "It appears that your hotel staff has not received the coaching, training or performance management that is needed. And, some of the guest support processes do not seem to be clearly defined. Correcting these issues should be a leadership priority. Here are some examples of what happened during our stay: �It started with check in. We arrived at 4PM, an hour after check-in begins, and our room was not ready. It eventually was at about 4:30. There were no apologies from your staff and they expected us to keep checking back to ask �is the room ready� as opposed to them approaching us.) �We entered the room and were surprised to see that the walls along both sides of the room, were all dirty and scraped up. Not a few scrapes, but about 40-50 black lines. The room looked like it hadn�t been painted in years. We further scanned the room and found a pair of sandals left by the last guests right under the bed. How clean was this room? We also noticed that the smoke detector had been removed from the ceiling and only wires remained. The TV remote numbers were all faded off. The third day of our stay, we found an ant colony in our tissue box. �The biggest surprise we had was the consistent mediocre or even rude service from your staff members. It seemed like a chore for some of them to wait on guests. Some specific examples: 1) The breakfast omelet chef (female) was cranky, frowned and grunted at guests. 2) A female grill chef at the poolside grill almost yelled at guests when they arrived at Noon asking for food. Her response �nothing is ready, you�ll have to wait� was matched with negative body language that sent the message �leave me alone�. 3) Various staff members socializing while guests waited for service- in all parts of the hotel including the pool bar, the spa and the Manor House. �Breakfast food at the Manor House was cooked in bulk and left out for hours. Food in the serving trays was often luke warm or stale (ex pancakes). �Towels were not always ready by the pool, even as late as 10AM. On a positive note�.the dinner food at the Manor House was decent and we liked the rotating menu. One waiter, Paulo (sp?) stood out due to his customer service skills. And, the gift shop staff was very friendly and helpful. Also, the grounds staff would always smile and say hello to guests. Since our negative experiences far outweighed the positive, we would not recommend your hotel. 23 users found this review helpful. 2 found this review unhelpful. Did you find this helpful? Horrible Stay at Wyndham Visited: July 2005 Posted by reconcpl We had a terrible stay at the Wyndham. It was so bad for us that we have decided to never return to St Thomas at all. * Roaches in our room. This was never addressed even though we spoke directly to the manager about this. * Mattress that was obviously quite old with a large depression in the middle that forced my wife and I to roll to the middle all night long. * The closet door was rusted out and filthy. We had dirt covering all the walls. The cushions on the chair were ripped to shreds. * Service was horrible. On several occasions we would be waiting in line with other guests while the "hostess" was on the phone and purposely turned her back to us. You had to wait a minimum of 20 minutes to be seated and once seated you waited again just to have someone wait on you. The staff made you feel very unwelcome. On many occasions they refused to talk to you and simply rolled their eyes when you asked them for some service. * The "beach" is very disappointing. It is very small and covered with large rocks and boulders. Also, sea urchins are prevalent as a man on his honeymoon found out when he had to be rushed to the local hospital because he stepped on an urchin right on the "beach." * We tried to play tennis but the rackets were busted and broken. The ping pong table was broken and the paddles were missing parts. The pool table was missing several balls. The kayak paddles had large pieces torn off of them. * The pool was filthy and obviously hadnt been cleaned in several days. There was a great deal of sand and dirt on the pool floor. In addition we tried to turn in our towel cards and were told they didnt have any towels. * The ground were poorly kept. There were pieces of trash and bottle and cans spread about the property just lying on the ground. No staff had even made an attempt to pick it up. * The only redeeming quality we found about the hotel at all was the view. 18 users found this review helpful. 0 found this review unhelpful. Did you find this helpful? This was a great place to stay! Visited: June 2005 Posted by jake1291 We stayed here for a week and had a great time. We enjoyed the beauty of the property and the chance to do other things around the area. It was in a great location. While it was not The Ritz, they didn't advertise they were. It would be a great place to take a family, and we saw many weddings taking place on their beach. Most people seem to criticize rather than praise. I believe the bad reviews here are the exception, rather than the rule. Thank you! 11 users found this review helpful. 5 found this review unhelpful. Did you find this helpful? I don't recommend you waste your time or money here! Visited: June 2005 Posted by tina_saari I was very disappointed with this resort! I should have heeded the reviews I had read. Our room had an awful odor, and it was dirty. The food wasn't great, and it was expensive. Also, the beach was very small with a bad view, and we found that the employees seemed to be very rude and unaccommodating. We found our room to be filthy with bugs smashed on the walls (and live ones running around). The floors were stained and very dirty, also. The only thing that we thought was nice about this resort was the pool and the view. The people in the gift shop were kind of nice - everyone else seemed to be horrible (no matter how nice we were to them!). The resort was far from everything except Red Hook, and we had to take an expensive taxi cab everywhere (around $10/per person). I would not suggest anyone waste their time or money here - there were plenty of nicer places on the island. The Wyndham should be embarrassed to have this resort associated with their name! 13 users found this review helpful. 1 found this review unhelpful. Did you find this helpful? We found it to be gross, and the staff was unfriendly. Visited: May 2005 Posted by lajago This was our first time staying at a Wyndham, and will probably the last. Our room was really, really dirty. There was mold growing in the shower, along with a week's worth of soap scum. I also had a parade of ants that came out at night. The staff was not friendly to us at all. It seemed more like a hassle for them to help with anything we needed. The kids' club, which was one reason we chose this resort, was a complete joke. One thing this resort did have going for it was the view! That was it! I don't recommend you waste your money here. I did send the corporate office a letter with all of my complaints, plus pictures of the horrible rooms. I really don't think they care (which is obvious to me by all the negative comments I've read). 10 users found this review helpful. 1 found this review unhelpful. Did you find this helpful?

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