2/10 Terrible
Pamela
17 Nov 2024
Disliked: Staff & service
My flights to Jamaica were cancelled due to snowstorms 1 day before my departure. The flight schedule would have gotten me to Jamaica a minimum of 30 hours later (once airports reopened). The hotel wouldn't acknowledge that I had no ability to get to the property for my first night (or maybe my 2nd night). I contacted their staff mote than 24 hours in advance of my check in Secrets requires 48 hours notice. That deadline was 24 hours before snowstorms even threatened my state. I understand that they can't always rebook rooms, but a partial refund could have kept a longtime customer.
IF YOU BOOK WITH THIS CHAIN BE SURE YOU BUY TRAVEL INSURANCE TO GET SOME OF YOUR MONEY BACK!
The property also had a staff walkout 2-days after I was in touch with their front desk. This also compromised their food and bell services for a day or two. I don't know if the property compensated guests for closing some restaurants or the lack of housekeeping and bell service. Other hotel chains in Jamaica had also had similar strikes over the past few weeks, so Secrets wasn't alone. But it seems both its staff and guests of this former AMResort had suffered under new management policies.
Pamela
Stayed 7 nights in Nov 2024
