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Reviewed 30 July 2021

On July 29th 2021- my girlfriend and I came to visit Portofino to have Italian dinner. We received our timer and was told to wait until we were called so we had a seat on the side. After waiting around 20 minutes thisis when Xania approached us and asked us if we are okay and if we were waiting to be seated as she was looking for the next party (party of 9) we then told her we had been waiting for 20 minutes and she immediately offered to find us a table- no hesitation. We were then called 5 minutes later with a beautiful secluded table and beautiful view. As if he had not already gone above and beyond to ensure we had a great experience, as my girlfriend and I were seated and deciding what to order we observed Xania going above and beyond with other customers and addressing everyone’s needs. We were so satisfied with the level of service she not only provided for us- but for others! Definitely recommend hospitality service from her!

Date of stay: July 2021
Trip type: Travelled as a couple
Thank sahales2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Alisteer Nelson, Sales at Secrets St. James Montego Bay, responded to this reviewResponded 3 August 2021

Dear Valued Guest,

Thank you so much for choosing Secrets St. James as your holiday destination and for sharing your feedback with us.

We always endeavor to create memorable experiences for our guests and are thrilled to hear that the resort has achieved that for you. The resort will also share your comments internally with the Xania.

It was a pleasure hosting you and we eagerly look forward to welcoming you home again.

Best Regards,
Alisteer Nelson

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 July 2021

We had a good time in Jamaica, but Secrets was not as good as we remembered it in 2019.

We paid for preferred room + service. When we arrived, no bell person met us (arrived around 6pm). There was a HUGE party of people waiting in the check-in area. After waiting 15 minutes in a line, we found out they were waiting for transportation and sitting at check in desks just to chill. Once we finally got to a desk, we were told we needed to go to the preferred area. Nobody took us or our bags there, we walked over. There wasn't a warm welcome, a drink, a towel or anything. Got our keys and were sent off without even giving directions to our room.

Water and beach were beautiful! Sunday and Monday a swarm of jellyfish took over, so no snorkeling was happening. We did use the kayaks, and that was cool.

Overall, it was maybe slightly above average. Yes, all first world problems, but when you pay for 5 stars, you expect to be wowed, and I don't think we were.

Date of stay: July 2021
Thank SeriousKrystyn
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Alisteer Nelson, Sales at Secrets St. James Montego Bay, responded to this reviewResponded 29 July 2021

Dear SeriousKrystyn,

Thank you for choosing Secrets St. James for your holiday destination and for sharing your comments with us.

Our team takes pride in extending the warmest hospitality and regrets that this was not fulfilled for you. I have already shared your comments with the respective department heads who will implement corrective actions immediately.

Once again, our sincere apologies and thank you for your feedback.

Regards,
Alisteer Nelson
Social Media Manager

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Reviewed 26 July 2021

We booked a 7 night stay for our honeymoon in the preferred suites. We have heard amazing things about this resort but we were sadly disappointed. Our first night we wanted to use our inside tub and it leaked so we decided to try the patio tub, but it was broken. We decided to just forget it.The second night we went to take a shower and after 10 minutes I stepped out to find the entire room was flooded. We called 5 times and walked to the front desk to find no help and had to use every towel, rug, and Kleenex in the room to clean the floor which still was not enough. 2 hours had passed and despite our many calls, front desk visit, and 1 visit from maintenance our room remained flooded with no assistance. We finally just went to bed as it was getting close to midnight and we had an early morning excursion. The next day a manager switched our room and apologized, but our room number never got fixed in their system and caused lots of problems with our bookings such as our spa appointment and our breakfast in bed appointments. Housekeeping never visited our new room and they sent all our honeymoon amenities to the wrong room. We planned on booking our 1st year anniversary next year here, but we decided after the truly terrible experience and waste of money to look at another resort next time.

Other things that don’t work/have poor service:
-room service never showed up anytime we ordered it.
- most restaurants lacked serious customer service.
- the front desk refused to help with any type of maintenance issues that could cause potential damage to rooms.

Pros:
Breathless resorts rooftop dinner
Excursions
Amstar booking assistance
Pools
Clean beach front with plenty of seating

Date of stay: July 2021
Trip type: Travelled as a couple
Thank skyep355
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Alisteer Nelson, Sales at Secrets St. James Montego Bay, responded to this reviewResponded 26 July 2021

Dear Valued Guest:

Thank you for choosing Secrets St. James for your holiday destination and for sharing your comments with us.

Our team takes pride in extending the warmest hospitality and regrets that this was not fulfilled for you. I have already shared your comments with the respective department heads who will implement corrective actions immediately.

Once again, our sincere apologies and thank you for your feedback.

Regards,
Alisteer Nelson


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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 July 2021

We have vacationed numerous times at Secrets Wild Orchid, St. James and Breathless in Montego Bay and we love all three resorts. This trip was planned for my beautiful wife's birthday. She had such an amazing and memorable day so a huge thank you to all that help us celebrate her birthday along with the amazing cakes made at the resort. On the night of my wife's birthday the Entertainment staff, our friends made her night so special at the outdoor stage. Thank you to Blue, Chad, T Jay and Red Strip! Although this trip was during Covid, we still had a wonderful time at Secrets St. James. The staff as always were amazing. They took extra steps with PPE and took care of all of our needs. We want to say a special thank you to Sashaina and Lisa for all your help during our stay. We would love to recognize each staff member, but we now have many wonderful friends and do not want to leave someone out. We say a big thank you and love to them all. The entertainment staff was amazing as always and provided many enjoyable days at the pools and nights at the outdoor stage along with the band Pace and a special shout out to the Entertainment Director Delrose and Andre at the Piano Bar. The restaurants that were open provide amazing meals and Ms. Carol's breakfast omelettes are always the best. We missed the hibachi grill but understand why it was temporary closed due to Covid. We used room service at times and they never disappointed including wait time. The mini bar staff always provided fast service too. Housekeeping provided room cleaning every morning with A+ service. The preferred master swim out room was beautiful and had a wonderful view of the ocean so we owe a big thank you to our UVC Rep Nadia and the ground crew for making this resort so beautiful. We are returning the 1st week of August and counting down the days!

Jeff & Kathleen Whitson

Date of stay: April 2021
    • Location
    • Sleep Quality
    • Service
2  Thank jeff W
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Alisteer Nelson, Sales at Secrets St. James Montego Bay, responded to this reviewResponded 26 July 2021

Dear Jeff W,

Thank you so much for choosing Secrets St. James as your holiday destination and for sharing your feedback with us.

We always endeavor to create memorable experiences for our guests and are thrilled to hear that you enjoyed your birthday celebration.

It was a pleasure hosting you and we eagerly look forward to welcoming you home again.

Best Regards,
Alisteer Nelson
Social Media Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 July 2021

The reviews for Secrets Wild Orchid go back to 2013. Many of the former guests have indicated that the property has gone downhill since they last visited. If anyone can rank the reviews for only the last year, it would be interesting to see how low they have gone.

Room tip: Another hotel
Date of stay: July 2021
    • Location
    • Cleanliness
    • Service
Thank Paul M
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Alisteer Nelson, Sales at Secrets St. James Montego Bay, responded to this reviewResponded 26 July 2021

Dear Paul M,

Thank you for choosing Secrets St. James for your holiday destination and for sharing your comments with us.

Our team takes pride in extending the warmest hospitality and regrets that this was not fulfilled for you. I have already shared your comments with the respective department heads who will implement corrective actions immediately.

Once again, our sincere apologies and thank you for your feedback.

Regards,
Alisteer Nelson


Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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