Ratings based on 886 Guest Reviews
Hear it directly from our travellers
4.3 Room cleanliness
4.1 Service & staff
4.3 Room comfort
4.2 Hotel condition
TRAVELOCITY GUEST REVIEWS
Hear it directly from our travellers
by A traveller
Posted Sep. 27, 2024
This was my second experience at Secrets. The last time was eight years ago. I will not lie; nothing has changed since 8 years ago. The property is excellent, and the staff are helpful, which are all good points. The areas of improvement are that the in-room food was horrible and tested like frozen food and the wait time to receive in-room service was about 120 minutes. Once we were finished with food, we were told to put the plates in a secret box that had access to the outside so that housekeeping could pick them up, and the plates sat in the box for two days. We did have to ask for a robe multiple times and received our robes the next day. Also, the buffet closes at 3:00 p.m.
Comment from Hotel Management
Sep. 27, 2024 by Jodian Bucknor, Hotel Management
Hi Gregory, Thank you for sharing the review of your recent stay with us. We are delighted to know that you enjoyable stay. We truly appreciate your fair comments about the food, the staff and the overall vibe of property and its offerings. We will certainly ensure that these are well maintained and constantly improved. For the aspects which hampered your experience, we truly apologize we missed the mark and hope you will afford us the opportunity to host you again. It was a pleasure hosting you and we eagerly look forward to welcoming you back home soon.Regards,
by A traveller
Posted Aug. 23, 2024 on Expedia
Comment from Hotel Management
Aug. 26, 2024 by Jodian Bucknor, Hotel Management
Hi James, Thank you for your rating. It is appreciated. Regards,
by A traveller
Posted Aug. 21, 2024 on Hotels
Comment from Hotel Management
Aug. 22, 2024 by Jodian Bucknor, Hotel Management
Hi Shatiki, Thank you for your feedback and rating. Regards,
by A traveller
Posted Aug. 18, 2024 on Expedia
It was a beautiful space
Comment from Hotel Management
Aug. 19, 2024 by Jodian Bucknor, Hotel Management
Hi Kamerin, Thank you so much for your lovely rating and feedback. We hope you will visit us soon again. Regards,
by A traveller
Posted Aug. 17, 2024 on Expedia
This resort is phenomenal. Great service, food, amenities. I would definitely stay here again and would highly recommend.
Comment from Hotel Management
Aug. 18, 2024 by Jodian Bucknor, Hotel Management
Hi Levoy, Thank you for your recent feedback. Your comments will serve as an inspiration to our team to continue working with passion, ensuring our valued guests have an enjoyable and memorable experience with us.Regards,
by A traveller
Posted Aug. 16, 2024 on Expedia
The hospitality was excellent. The cleanliness was not so good. I would come again though.
Comment from Hotel Management
Aug. 18, 2024 by Jodian Bucknor, Hotel Management
Hi Shenita, Thank you so much for your recent rating and feedback. Thank you for highlighting on the area of opportunity and we are even more delighted you will choose to visit us again. Regards,
by A traveller
Posted Aug. 12, 2024 on Expedia
Great property!
Comment from Hotel Management
Aug. 12, 2024 by Jodian Bucknor, Hotel Management
Hi Mason,Thank you for your recent feedback, we are delighted you have loved our property. We hope you will visit us soon again. Regards,
by A traveller
Posted Aug. 10, 2024 on Expedia
Comment from Hotel Management
Aug. 11, 2024 by Jodian Bucknor, Hotel Management
Hi Teresa, Thank you for your excellent rating. Regards,
by A traveller from Winnipeg
Posted Aug. 10, 2024 on Expedia
Secrets was fabulous, food was great , service was excellent
Comment from Hotel Management
Aug. 11, 2024 by Jodian Bucknor, Hotel Management
Hi Ren, Thank you for your lovely review. We are delighted you had an amazing time with us and our services were well received. We hope you will visit us soon. Regards,
by A traveller from Cincinnati
Posted Aug. 8, 2024 on Expedia
The Good:
The Resort overall looks beautiful, conveniently located right on the beach and most staff are friendly.
The Bad:
Room service was terrible. We used it a total of only 3 times during our 6 night stay, but not more than once in a day. Each time took more than 2 hours to receive our order. We were quoted 45-60 minutes each time, but then after waiting 2 hours without receiving any updates, we had to call to inquire about our room service order. Then still took another 20-30 minutes after the call to actually get it.
The Preferred Club lounge was disappointing. It was by no means fancy/upscale like we thought it would be. It's small with a few tables, and it didn't a real bar. Just a table with bottles and ice for simple drinks. But several times no one was available to make drinks. The Preferred Club lounge's food options were very limited and often didn't seem fresh. It was nice being able to access the other resorts and a private pool, but overall being a Preferred Club member did not seem worth it. Also the Preferred Club Suites are not conveniently close to any of the main restaurants, which is a concern, especially when it was extremely hot most of the time during our stay.
We stayed in a Suite with a King Bed. The bed was not comfortable and the pillows were cheap. We both had back pain after the 2nd night. Also the air conditioner in the room didn't seem to cool very well.
Overall is a nice place, but overpriced in my opinion for what you actually get.
Comment from Hotel Management
Aug. 9, 2024 by Jodian Bucknor, Hotel Management
Dear Marvin,We appreciate the time that you have invested in writing an overview of your stay with us.There seems to have been a number of deficiencies encountered which are very atypical and not reflective of our brand experience; if this stay was marred by irregular circumstances, we can only renew our apologies and assure you that we have in the meantime briefed the team at great length of your comments.We are working on a daily basis to exceed our guest’s expectations and would love to have the opportunity to host you again in the near future to offer you a remarkable stay.Kind Regards,
