The company announced last week that the resort on the Caribbean island would shut for three months from September 20 for "important maintenance projects", although Antigua’s prime minister claims the move is over a row about government taxes, the Times reports.
In a statement sent to TTG, Sandals confirmed the resort would reopen on December 17, pressing that this was the first time it had closed since opening in 1992.
The Times reports that British holidaymakers, including some wedding parties, have struggled to get hold of the company to make alternative arrangements since the announcement.
The newspaper went on to report that independent travel agents have been telling customers that the delay is because Sandals is “prioritising tourists from the US travel market”.
Mark Ingham, 55, from Basingstoke, who paid £6,000 for a package to get married at the resort in September, told the Times: “My travel agent has been brilliant but even they are struggling to get answers… Yesterday my travel agent told me the delay is because Sandals is dealing with American customers first.”
Agent Blue Bay told the Times it had five wedding parties in a similar position.
A spokesperson said: “We are currently in the process of liaising with Sandals to try to get resolution for our customers. That is all we can say for now.”
Sandals insists that the resort is being shut for refurbishment but Gaston Browne, the prime minister of Antigua, has described the decision as "an act of hostility".
Last week the Antigua Observer reported that the hotel chain had demanded a waiver on food and alcohol duties but the government had refused.
Sandals chairman Gordon "Butch" Stewart said in a statement: “There is no convenient time to inconvenience people, and while many hotels in Antigua have traditionally closed on an annual basis, we have not and recognise the dramatic consequences this action has on our staff, industry and destination partners, vendors and of course, guests.
"We humbly and sincerely apologise and promise, Sandals will take care of you.
“Our team is committed to handling this period in the most professional and practical way possible.”
The statement from Sandals continued: "Stewart appointed Sandal Resorts International chief operations officer Shawn DaCosta to take all necessary steps to engage with affected staff, union representatives and government officials in Antigua."
“Shawn will drive our compressed schedule to ensure that this maintenance work commences and completes on time. The local economy is tied to ours and we sincerely hope our effort to shorten the closure period is helpful to them,” said Stewart.
Sandals added that Tammy Gonzalez, chief executive of Unique Vacations, Inc (UVI), an affiliate of Unique Travel Corporation, worldwide representatives of Sandals Resorts, was working closely with impacted clients including travel agents, tour operators and guests.
According to Gonzalez, clients impacted by the closure of Sandals Grande Antigua may choose to return to the resort within one year of their original travel date and Sandals Resorts will honour the original rate and pay any airline change fees or penalties; or they may choose to travel on their original dates but revise to a different Sandals Resorts or Beaches Resorts and again, the airfare will be covered.
Travel in either case must be completed by December 15, 2018. Additionally, Sandals Resorts will also offer impacted clients credit nights (depending on length of stay) as a gesture of goodwill.
