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Reviewed 22 October 2020 via mobile

My (now)husband and I were scheduled to host our wedding along with forty family and friends at Sunscape Cove in Montego Bay on April 17, 2020. We paid out over $21,000 for accommodations and our wedding only to have it canceled when this resort closed and still has not re-opened. Between April and July, we got nothing but radio silence from the resort and I only learned in online posts that Sunscape Cove would not open again under the Sunscape Brand. Beyond upset at the lack of transparency or even a semblance of decency I took to tracking down a contact through Social media posts. Finally we spoke with Sunset Resort and while we promised that Sunset Resort would process a full refund both on the phone and through email communication mid-July Sunset stopped responding to our emails and phone calls mid-September when we reached out yet again to follow up on the refunds. We contracted Sunscape (Sunset Beach Resort) with the full understanding that we would be doing business with this resort brand. We have traveled to numerous Jamaica resorts without issue. The lack of response and resolution is negligent and fraud at this point. We are at our wits' end. We are less concerned with who manages this resort now than with the 21K dollars’ worth of money that we and our friends/family paid for a wedding that never took place, for hotel rooms we never stayed at... This resort took our money and has basically just pretended as if we don't exist. All responses to date and attempt to rectify this wrong have been unacceptable. This resort has been nothing less of a nightmare for us during this difficult season. During this time, I have lost my grandmother to COVID (who I could not even mourn/honor properly), and the pressure of trying to resolve this matter has strained many of our relationships with friends and family including our new marriage. This company and its representatives have not valued their reputation enough to handle this situation or prioritize our needs as their customer.

Date of stay: April 2020
Trip type: Travelled with family
10  Thank Elaine R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Carol Slee, Marketing at Sunset Beach Resort, Spa & Waterpark, responded to this reviewResponded 5 November 2020

Good afternoon,
Please post this review on the Sunscape Cove, Montego Bay page which is the hotel at which your wedding was booked.

Thank you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 August 2020 via mobile

Got the all inclusive...best thing ever. Food is home made, alcohol is great. Beer not much variety but reasonable. The resort has plenty of included activities, even for kids if you come as a family. They also have 3 hot tubs at different temperatures.

Date of stay: August 2020
Trip type: Travelled as a couple
2  Thank jacobrO3722KC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Carol Slee, Marketing at Sunset Beach Resort, Spa & Waterpark, responded to this reviewResponded 5 November 2020

We're glad you like our variety of hot tubs!

We look forward to welcoming you back in 2021 to enjoy another all-inclusive vacation!

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Reviewed 25 July 2020

Coming here to write this review I see this place has changed its name again. It appears that happens frequently here. Our first impression of Sunscape Cove was not very positive. When we arrived we struggled to find someone to help us check-in, even though we were one of maybe 2-3 families checking in. Ladies were sitting at desks playing on their phones or chatting. When we did get started with someone, she sent us to sit on the couches and we were brought drinks (which was awesome). Then a very outgoing gentleman came and sat with us. He was wearing a resort nametag and was extremely welcoming. The woman checking us in shooed him away, saying "I'm not finished, yet...wait your turn!" It turns out he is a representative of UVC (Unlimited Vacation Club) which is their version of timeshare scams. We ended up not getting the full introduction to Sunscape Cove with the actual staff because of the UVC people. When the gentleman brought our bags to our room we asked him questions about WiFi, restaurants, pools, etc. He answered everything but said we should have been given that information at check-in. Nope. Probably because of the high-pressure UVC salesman. The UVC presentation the next morning was tedious and even higher pressure than any timeshare presentation. We did get a decent excursion for our time, but I'm honestly not sure it was worth it.

The reviews about towels are all accurate...not enough, worn out, etc. Other resorts we've been to give you a towel card when you check in which you then exchange for a fresh towel and then get your card back when you return said towel. That might help with piles of discarded towels on chairs, running out of towels, etc.

The property itself is definitely a 3-star resort at best. Many features are closed or in disrepair or seemingly just abandoned (mini-golf, for example). They count all of the restaurants and bars on their website, but several were closed and had been closed for months, if not years. There are very few tubes for the lazy river. The slides were definitely the highlight, though, when they were open. The "cafe" ran out of items daily. The ice cream machine was broken or out of ice cream more than it was running. And when it was running, the staff seemed annoyed when a child wanted an ice cream cone or an adult wanted a coffee. The beach is rough, no powdered sugar sand here. Make sure you always have water shoes or something similar. The swim-up bar on the family side was ignored. More than once I walked around to get something for our children and was met with a heavy sigh. There are tip jars everywhere, which was unexpected at an all-inclusive, and tips are definitely expected to be given at each one. We were very disappointed in the stunning lack of customer service we experienced throughout the resort (not just us but what we saw in interactions with other families and travelers, as well.)

The night entertainment was fabulous, especially the Silver Birds. Extremely talented and so much fun! The cleanliness and disease mitigation throughout was excellent. We traveled just before all of the COVID problems and we were pleased with all the cleaning and hand-sanitizer everywhere. The food was standard resort fare. The chef-stations were the best, but very slow. The view from our room was stunning and definitely worth the upgrade...not sure I would have stayed if the view wasn't so nice.

I've never felt "scammed" or taken advantage of on any of my other vacations until now. The excursions were good, but I would not come back to this resort.

Room tip: The ocean view upgrade is absolutely worth it.
Date of stay: March 2020
    • Sleep Quality
    • Rooms
    • Service
5  Thank Pam R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Carol Slee, Marketing at Sunset Beach Resort, Spa & Waterpark, responded to this reviewResponded 5 November 2020

Good afternoon,
Thank you very much for your constructive review. The management of Sunscape Cove has been taken back by the owners of the hotel and we intend to correct your concerns when we re-open in January 2021, particularly in the area of customer service which was always one of our strong points when we operated as Sunset Beach in the past.

We will be using your review as part of our staff training as we prepare for our re-opening.

Thank you again.

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Reviewed 31 May 2020

We still remember this wonderful server. We had an amazing experience and it was not limited to the customer service we received, though it felt like a home away from home due to this wonderful person. I hope everyone receives the same level of care as we did on our family vacation.

Date of stay: June 2019
Trip type: Travelled with family
1  Thank aurorao503
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Carol Slee, Marketing at Sunset Beach Resort, Spa & Waterpark, responded to this reviewResponded 5 November 2020

We're so glad you enjoyed Odane and hope that you and your family will return to visit us again when we re-open as Sunset Beach Resort, Spa & Waterpark in January 2021.

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Reviewed 11 April 2020 via mobile

Booked through Apple vacations on a square deal. We were guaranteed a 5 Apple hotel in Montego Bay. We were given sunscape splash. On arrival we checked in and then we were immediately sat down and were talked to about a timeshare, the last thing we wanted to hear about right after we arrived. The rooms were descent, the mini fridge had a few bottles of soda, a few cans of beer, and a few small water bottles. The pools were nice. The food was okay, nothing too tasty. The waiter were kind for the most part. The bar drinks were just okay. The pina coladas or frozen daquari drinks consisted of the bartender pouring alcohol and the slush mix into a cup and it was not even mixed. After our first dinner and drink experience, we realized this was not truly a 5 Apple resort. We asked to be transferred to one of the Riu hotels, which we have been to before and loved. Their apple reps at the resort were the worst. They said they could email apple and see what can be done, we even understood and were okay work paying the upcharge fee. After Is checking back for 3 days the apple reps said they haven't heard back and seemed to care less. We then found out that for a fee we could be Sunclub members, which included a few special restraunts And a bar. The manager Gave us access to those places and after our experiences there we realized that was how the sunscape splash got its 5 apple rating. The food was much better and the frozen drinks were made properly. I would still only give this place a 4 apple rating compared to other 5 apple places we have been to. The entertainment staff was okay. Not the best. The foam party was fun and the magic and Acrobat shows were amazing. Overall, we probably would not go back to this hotel, especially for the amount of money we paid. We have spent less and have gotten much better numerous times on our all inclusives.

Date of stay: March 2020
Trip type: Travelled as a couple
3  Thank ChristineL3006
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Carol Slee, Marketing at Sunset Beach Resort, Spa & Waterpark, responded to this reviewResponded 5 November 2020

Good afternoon,
We are sorry to hear about your experience at Sunscape Splash. The management of the hotel has been taken back by the owner and we thank you for your constructive criticism which we will be using to ensure that our future guests to do not encounter the same situation.

We will re-open in January 2021 as Sunset Beach Resort, Spa and Waterpark and hope that you will consider sampling the service and amenities provided by a Sunset Resort.

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