We just went on our trip, supper pleased with the covid safe practices. In room dining was not great, took over an hour or more some days for the items you request. We staying in the preferred side and Matthew was awesome! So friendly and happy, he made you feel very welcomed! Food was delicious for the most part but be prepared to make it a slow meal process, just slow it down and relax! Mesha was great getting us drinks by the pool.
Place was fun and good. Check in was a breeze. I was nice that you could share three resorts ant on location. Food was really good. Staff was good. But not as good as other place that i have been. Beach was ok little rocky. pools and security was great. The overall it was a nice time.
CONS: Very poor service ( hotel was at 90% capacity but staff was at 30% capacity)- It was lacking basic customer service- issues with towels in the room, minibar not stocked even when requested. Hotel was overbooked and room that was reserved was not available. At check-in, we were not made aware of the switch in room types, after waiting an hour we were able to go to the original room which turned out to be one king sized bed not the two double beds we had reserved. We returned to the lobby to inquire about the mistake. Check in representative at first said we were not able to reserve a room type it was based on availability at the time of check-in, however after producing our travels information we were told that yes our travel agency was able to reserve room types. After 2 hours speaking with the representative and Front desk manager Natalia we were told that there were maintenance issues and that maybe a room would be available the next day at 4 PM and one of us would need to sleep on the couch which was not a pull out. We were sent back to the room and were told that in 15 minutes they would call us to let us know if anything became available. After 1 hour we called them, still no fix ( we had contacted our travel agent at home who then tried to get the issue resolved from the states). During this time we ordered room service, which averaged at minimum 2 hour wait time (we tried ordering at different times during the day, always at least 2 hours), finally we returned to the front desk to see if they had done anything. There was still no change but we were told by a different worker they were overbooked. We suggested they give us 2 king rooms but that was not acceptable to them. We were sent back up to the room again and hour and half later they were able to find us a room at the neighboring Secrets St. James. We were "upgraded" to the preferred club however at no time we were advised or explained as to what that meant or the amenities that went with this. The St. James does not have restaurants, they share with Breathless and Wild Orchid. Our room was at the farthest distance from the restaurants and entertainment. The walk was at least 3/4 of a mile each direction. When you did get the restaurant, the wait times for a table were 2 to 3 hours. Reservations were only available for those with butler service and only 3 restaurants per night were open. The shops closed at 6 so there was not anything to do while waiting. We were very disappointed for this Secrets vacation. Very overpriced and not up to the Secrets standards that we are accustomed to at our previous Secrets vacations. PROS: Clean and covid protocols were followed. Covid -19 testing quick and professionally done. Grounds were well maintained and beautiful.…
Was in Preferred Club. Absolutely fantastic. Food, people, everything. The staff was amazing. Took care of everything. I would like to give a Triple A+ to Matthew the bellman, who was awesome. Didn't like the added extra of bugs.
*Travel agent review* Pros: Staff is friendly. Clean. Very covid safe. You can travel between three hotels. Cons: Food. Room service took hours. Forgot to give us towels and took old ones. Overpriced.