Sandals Whitehouse – Certified  Sandals Specialist (CSS) Training

October 2015

In early October, I had the opportunity to travel to Jamaica for the first time and participate in the Sandals Certified Sandals Specialist Training that was scheduled to take place on-site at Sandals Whitehouse.   The training was co-sponsored/organized by Sandals and American Express Vacations.  This was a four day event, but the first and last days were primarily travel days.   On arrival the first day, we had the afternoon – so I would say this was a 2.5 day saturation of all things Sandals in the south and west of Jamaica... very helpful and beneficial.

On arrival at Montego Bay Sangster Airport, I had paid for the Club MoBay roundtrip service in order to experience it for myself.  I benefited from a reduced rate for Club Mobay as a CSS participants; client cost varies depending on which supplier used for the client (whether purchasing through a packaging wholesaler like AEV, Delta Vacations, Funjet, or through VIATOR) ; on average/example VIATOR pricing is: $49.99 one way per adult on arrival or $29.99 one way on departure or $79.99 roundtrip on arrival and departure; pricing per adult).    On arrival, the benefit is handy and a time saver.   My understanding is that once the Jamaica Tourist Board launches their new website and once again offers destination specialist training, those who have completed the training may be eligible for reduced or free Club MoBay Services (this has been the case in the past). 

In brief, the Club MoBay Service offers an expedited entry with fast track limited wait going through customs & immigration.   As I deplaned and upon exit of the jet way, I was met by a host that provided personalized Meet & Greet Service.  I was walked to a fast track line which had a short wait, only one person ahead of me which bypassed the usual longer line for the general population.    During that walk the host reminds the guest to have their passport and their customs form ready for immigration.    After passing through immigration, the host walks the guest to the hotel lounge, in my case the Sandals/Beaches lounge where I met other CSS participants and waited for our shuttle to depart for the Sandals Whitehouse Resort. 

Other hotel guests were sharing the lounge with the group, so I did not take pictures.    The lounge is fairly small with about four cozy areas that offer seating and tables.   They served refreshments which included the local beer on tap Red Stripe, as well as coffee and soda.  For food, they had a small tray of pastries- tiny donuts.   During the twenty or so minutes of waiting, several resorts were called out for guests heading to other Sandals and Beaches Resorts.    At last, we were directed to the van where we were loaded along with our luggage and headed off. 

The drive from the airport to Sandals Whitehouse took an hour and fifteen minutes.   The drive was a bumpy sway with the curves of the road- but I hear much better than the past.   What was troubling to me is that the drive had as its backdrop primarily destitute homes, trash strewn roads, emaciated dogs hunting for scraps, burnt out cars – and not just one or two, homes that had rebar sticking out from their last finished floor.  While I realize and recognize that Jamaica is a poor country, what struck me from the perspective of someone sending potential clients to this island is that I needed to be much more careful at qualifying and ensuring they had a proper understanding should they choose this “paradise”.   It’s a long drive through countryside and villages that offer a window into the population that reminded me of Tijuana Mexico.   Not a good first impression.      As we arrived at the resort, I couldn’t help but feel awkward at entering the gilded gates and passing along a brick driveway adorned with beautiful flora arriving at an arched driveway where they dropped us off.    The grounds were pretty, that was certain.

After an initial quick meeting to provide us with the overview of the next few days, we were provided with our room keys and an escort to our rooms.

The grounds again, beautiful.  My initial impression is that this is a perfect Sandals for either the more mature couples or couples of any age that value a substantial length of wide beach with a quiet and more tranquil setting.   There were guests here but it felt a like the property was more subdued.   While there is a game room, the atmosphere here is suited more for clients looking for a relaxing and quiet atmosphere.  

My room was the lead in category and spacious.   While it was a nice room, I would not consider the room décor as luxury or even deluxe.   The furnishings for me were average - nice, adequate but nevertheless average when compared to other deluxe resorts that I have experienced.  So I am reminded that while Sandals considers itself luxury, for any client accustomed to true luxury- like perhaps Ritz Carlton, Four Seasons or one of the higher end independent properties the world over, this is not it.  I have been fortunate to have stayed at some amazing luxury properties in Asia and Europe, and Sandals can’t compare (in my view). 

Later in the week, during my site inspection of this property as well as Sandals Negril- and viewing many different room categories, I felt this view was only emphasized.  I am not saying this is not a good option for clients that are just beginning to travel, exploring Caribbean and Mexico as options.  Perhaps this is an upgrade to the RIU properties, or other chain Caribbean options, but not for a client looking for deluxe or luxury.   I mention this only because of the emphasis that Sandals places on being Ultra Luxury.   This is my first visit to a Sandals Resort, so merely offering my perspective vis-à-vis Sandals Marketing and reality check.

My balcony- two chairs and a small table.  Not a bad set-up just in my view- not deluxe.

Notes on my room- initially, I was in a room facing a pool with that tree blocking my view of the ocean.

Right away, I find that my toilet is plugged up and I can’t flush.  I call the front desk, and end up waiting for maintenance.   The maintenance person could not fix the toilet.    He encouraged me to go ahead and go to the welcome event and dinner, and to check with the front desk later.    During my dinner, I was approached and told they had to change my room.    Fortunately, I had not yet unpacked- and one could say, could happen to any resort… but to say the least, not impressive… and again, thinking primarily of clients impressions.    The move was painless after dinner and after dinner party (around 10pm) since the new room was only ten rooms away on the same floor.

Old room above…. New room was identical just 10 doors down and facing the ocean instead of the pool.

The exterior hallway from my room to the elevator:

On the first night, we enjoyed a heavy Hors d’Oeuvre welcome party with lovely entertainment outdoors.  This was followed by an invitation to enjoy dinner out our leisure, choosing venues on our own from the many restaurants on-site.  At the cocktail hour, I had an opportunity to become acquainted with a few participants and we decided to try Jade.   The restaurant was light of guests- only a few more tables occupied.  Service was very attentive, and at our table, we were joined by one of the American Express Vacations hosts.   Sandals is very proud of their cuisine which they mention many times during the week.   What I found was that the food was acceptable but not out of this world.   Average.  At first, I thought perhaps I was being too hard on them, but then heard my sentiments echoed by many of the participants- quietly each other.   Of course, grateful for the food and it was not poor, it just wasn’t as delicious or spectacular as the strong accolades and excitement offered by Sandals during the training.  It was just ok- at least this was the case at Jade, their “Asian Fusion” cuisine option.   They offered our table samplings of everything rather than ordering off the menu, as they were attempting to provide us with the best overview of what the restaurant had to offer.   It was good, just not exceptionally good.  At the conclusion of our dinner, a few of us had noted that on the resort’s schedule, they had a performance scheduled – by Cowboy Bill.  This was a country music presentation.   The performance was set-up in the courtyard area with white folding chairs – about thirty or forty lined up by the central fountain in the main courtyard of the resort.    Cowboy Bill is a Jamaican gentleman that was decked out in chaps and a cowboy hat and sounded like Elvis Presley.  At first, this was quaint and he had an exceptionally good voice.  But after the fourth song, all in the same style, one could see people were getting a bit restless and several people left in waves after each song until there were a handful left.    I would say that this was rustic entertainment at best- kind of cute, romantic but a bit strange.    This was the only on-site entertainment I experienced because the remainder of the 2 ½ day visit was scheduled with special entertainers for our group- not necessarily an example of what guests would enjoy.   There were several people who also commented that it would have been more helpful for us to be able to go to some of the other entertainment venues to experience them for ourselves- however, understandable that at a couple’s resort, these venues are designated for guests and it would be fairly inappropriate for a group of travel agents to crash the romantic party.   So, having said that, know that there is one cabaret venue on site for those seeking after dinner entertainment.

On the second day, we spent the full morning and into the afternoon taking the CSS Training- which was very helpful.  It had been over 6 years since my last certification, so this brush up of all of the resorts, how to figure out the room categories (of which sandals seems to have dozens per property) and receive a full review of the latest Sandals had to offer was valuable.   During the training, they spent some time on the Destination Weddings and key contacts and steps- just a brief section as there is Destination Wedding Specific Training available if interested.  

During the afternoon, the group headed over to the Foundation for which Sandals is very proud to organize.  The Foundation is their charitable trust for educating Jamaican children and offering their youth a better chance at a bright future.   There were opportunities to interact with the children, play games and enjoy some special singing and dancing that the children had prepared.  Sandals has a very strong focus on giving back to the community and ensuring the future of Jamaica continues to improve and grow.

That evening, we had a dinner event with entertainment.  The dinner was served buffet style featuring various foods from their different restaurant venues.  Again, fine but not spectacular.

Day three was dedicated to site inspections; first we had our official site inspection of Sandals Whitehouse and then when that concluded, we headed for site inspections in Negril.  

First, Sandals Whitehouse:

During the actual site inspection, it was helpful to see a variety of room categories at Sandals Whitehouse.

What they are most proud of is their honeymoon suite.   This balcony certainly has a nice view but what struck me was that the balcony was tiny and only room for two chairs and a small table.  While it is delightfully decorated, it just felt smaller and more modest than what should have been offered to a honeymoon suite… just an opinion, and likely I am being too hard on them.  The balcony width only extends a foot or two from the back of the chair.

The honeymoon suite is a 2 room suite, this has a living room which offers the little balcony previously shown above, and then the bedroom which has a king size bed that pretty much takes up all the space in the room.     Next to the bed there is the bedroom- open to the bedroom.

There are several pools at Sandals Whitehouse, and certainly offer a deluxe setting.  The pools are fairly close to the beach in all cases.   So if guests want to dip in the pool, then go over to the beach, they are basically within about 20-30 feet of both options.

Then onto Negril.   The drive from Sandals Whitehouse to Sandals Negril took about one hour.

The journey was a bit more of a straight shot; however, again struck by the extreme poverty and trash strewn in many places.  It was hard to identify any local homes that looked in the least finished and not in a state of disrepair.  On only one occasion did I see a home situated far up a hill that was fenced and looked as if it might be owned by a state official or some other wealthy individual.     As we arrived at Sandals Negril, I found that the areas surrounding the resorts were very rustic – I am sure, Jamaican style, but noted the barbed wire fencing and heavy fencing in general around these resorts.  Again, once one passed through the entry, one finds a tranquil setting and an attempt at luxury.

Sandals Negril for me was a step up from Sandals Whitehouse in terms of the décor and the overall feel of a bit more ‘elegance’.   While the entry is busy in some ways, it felt much more welcoming as it led one to the first dining area with windows beyond right onto the beach.    There was just something much more inviting about Sandals Negril than Sandals Whitehouse for me.

Sandals offers Red Lane Spas and I felt that they offered a marvelous setting and atmosphere.   The spa felt tranquil, elegant and welcoming.

Sandals Negril offered tasting stations for us as we walked through the property and viewed the various room categories and facilities.  The food served here for some reason had a marvelous flavor and did strike me as different.  The sushi was exceptionally good, and other tastes just had a better flavor.   It is a little confusing why this might be the case but found that I was not alone in noticing a difference.  It was delicious- every single bite of anything they were offering up for sampling.   The atmosphere at Sandals Negril has a more youthful feel.  There were several volley ball nets up on the beach and they were in full use by several couples enjoying the sunshine and beach.  The beach at Sandals Negril is long- and a great option for clients wanting to be able to walk …however, currently, there is a barrier as construction takes place on one end which we were told would be finished in time for busy season.   

Room categories- I found the décor and style of the rooms as well as their locations to be just a bit more appealing than those at Sandals Whitehouse. 

Butler Suite is definitely a favorite and of course high priced!   Great views, love the wooded terrce – it just feels more spacious and deluxe than the option at Sandals Whitehouse.

A cozy outdoor dining venue at Sandals Negril- facing the beach with a walkway between restaurant and beach.

After Sandals Negril- we head over to Beaches Negril- situated less than a mile from Sandals.

Beaches Negril was high energy and for the most part, I felt that it offered a semi-deluxe option for families.   It felt overall like an upgrade from Sandals Whitehouse. 

This is a sunken garden that one finds immediately after one enters Beaches Negril and ascends the staircase from the front driveway.   After walking through the garden, one finds a common area between garden and pool, where one can lounge and enjoy a drink, go to the bar or perhaps the café.

This is kind of the transitional area between “front of house/bar and pool/beaches”.

In general, I felt the layout and many areas/options for families was very well designed and offered a great get-away for families.  The quality and the overall atmosphere was very inviting and I found myself thoroughly enjoying the visit.    I could see sending clients to both options in Negril- for sure.

Here is the Italian Restaurant at Beaches Negril; reservation recommended because it fills up.

We had a surprise in one of the Family Rooms, which sleeps up to six with one double bed and two trundles that each sleep up to two small children.    Bert was waiting for us as we entered and offered a great photo op for some of the participants.   They offer the Sesame Characters “Tuck In” at night and as they say, not just for kids!

At the conclusion of our visit to Beaches Negril, it was time to head back and for the evening we had a Gala Dinner with wonderful entertainment in one of the ball rooms at Sandals Whitehouse.

The next morning, it was time to fly home.   At the airport, my Club MoBay pass provided a marvelous fast track once again through customs and access to the Club MoBay departure lounge which provided regular updates for guests calling out the departing flights and instructing guests to head to their gates.  The lounge offered a very good variety of foods for snacking- salads, sandwiches, fruit, soup and breakfast items too.  There was wait staff that approached regularly to ask if we needed a refreshment- all included in the price.  The lounge was very clean and had excellent clean restrooms too.    This was a very nice way to spend an hour or so waiting for the time to go to the gate for boarding.   I would say a good value especially for any first time Jamaica clients or clients with children.

Overall, the visit to Jamaica and Sandals was worthwhile, eye opening and helped me to better understand the product as it relates to qualifying clients and ensuring the level of “deluxe luxury” would match up with client expectations.

Katherine Wolf