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How to respond to a negative review… in style!

Post-holiday reviews have become the be-all and end-all for many hotels and resorts nowadays, and it would appear there’s no escape whether you’re at the budget or luxury end of the market.  Now, those of you in the UK will no doubt already be familiar with ‘Jordan’, more latterly known as Katie Price. And those of you from anywhere else in the world may be fortunate enough not to know of her existence. Let’s just say she’s a former glamour model with a well-publicised history of relationships. Anyway, she married for the third time just a week or so ago, at Sandals Royal Bahamian Resort and Spa and has since rather publicly complained in The Sun newspaper, with the story Katie Price: My honeymoon from hell in which she claimed that their wedding tent “looked like it came out of B&Q”, said “Sandals, my a*** — it was more like a smelly old flip-flop” and alleges that her butler asked if she was a porn star. Responding to negative criticism is a very delicate issue for accommodation providers, but we think Sandals handled this one rather well. In a statement they said: ‘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.’ Sandals also stated that Price’s butler denied making any derogatory remarks, but the company did go on to make the following goodwill gesture: ‘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 choose our resorts for any future weddings or stays.’ Touché!

Paul Johnson

Paul Johnson is Editor of A Luxury Travel Blog and has worked in the travel industry for more than 30 years. He is Winner of the Innovations in Travel ‘Best Travel Influencer’ Award from WIRED magazine. In addition to other awards, the blog has also been voted “one of the world’s best travel blogs” and “best for luxury” by The Telegraph.

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  1. Priceless…
    Literally. Suspect that despite how hard you try there will always be some guests for whom nothing will please. The response is perfect and it looks like they wont be welcoming here back any day soon!

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