Dear Robert_578,

Thank you so much for staying with us at Sugar Bay Resort and Spa and for your review of our hotel.

We note that at check-in you thought that you had paid for an all-inclusive package with Orbitz when in fact you had paid for the European Package which does not include meals or drinks. The Orbitz website is very clear and we are sorry for any misunderstanding which resulted in you booking the wrong vacation package. With this in mind, it was always going to be an uphill battle for us to recover and ensure that you were going to have a great time here at Sugar Bay.

We are indeed sorry that you did not enjoy your time with us. We nevertheless, do thank you for your very kind comments about our Italian Restaurant Baci.
Not all of our rooms have flat screen televisions and we still have some of the older tube TVs still in very good working order.

Swimming pools are not heated in this part of the Caribbean and we are sorry that you felt that they were.

Sugar Bay Resort is very well suited for weddings and honeymoons. One of the best wedding areas on the island of St Thomas is the St Johns Terrace overlooking the island of St Johns. There are so many other romantic areas to choose from for weddings. We do wish that during your stay that you would have asked for a guided tour around the resort, since this would have dispelled the impression that the resort is not suitable for weddings and honeymoons.

We do hope that when your travel plans next bring you back to St Thomas you will consider staying with us again. We do look forward to make amends for any shortcomings on this trip.

Yours sincerely


Franklyn Eaton
Hotel Manager