I was at Secrets for 7 nights from July 13th-20th. King Bed was requested and the only room available was with two double beds which I wasn't happy about. My boyfriend is a big guy and we really needed a king. They told us to just push the beds together. Thanks, that's romantic!
First day after the pool we went back to the room to shower and get ready for dinner. I sent my boyfriend out for some ice so we could have a drink in the room and needless to say, none of the ice machines were working. We put in a call and were told they would be fixed shortly. Of course, they were not fixed all week. This is just the beginning of the problems we encountered with the hotel.
The first night at dinner we went to a restaurant called Spice in the NOW. This was going to be our first meal at the hotel. The restaurant was so uncomfortably hot that we were sweating at the table. There was little or no AC. On top of that, the meal we ordered was completely unedible. We ordered pork which you couldn't even cut with a knife. We left the restaurant hungry and hot. We then decided to get a drink at the lobby bar. We sat down at 10:45pm for a drink. To our surprise, at 11pm the lights came on and the lobby bar was closing. To me 11pm on vacation is early and the bars should not close. We were left with nothing to do. The hotel told us the only bars open after 11pm were in the disco or the casino. Since we're not big gamblers, we decided to check out the disco. When we walked into the disco, I was shocked that there were children all running around. People were in the disco with children. I have never been to a hotel where children were allowed in a disco. There should be a security guard not allowing anyone under the age of 18 years old in. With infants in carriages and children running all around, how could we possible dance. Once again, we left. When we went back to the room to go to bed all of our dirty towels from that evening were still on the floor and our bed was not turned down. The hotel told us policy was to have the towels removed and replaced and beds turned down daily. We had no clean towels for the next morning. This was unacceptable for a five star hotel. I went to bed upset.
The next morning we woke and went to the breakfast buffet by the beach. We walked in the buffet, were greeted by the staff and were just about to sit down when security came running over and told us we could not stay there because my boyfriend was inappropriately dressed. He had long shorts on and a thick sleeved tank top. We were embarrased at the scene they made and just skipped breakfast. It was only a breakfast buffet. The night before at dinner there were men in shorts, caps, and flip flops (unacceptable dinner attire supposedly) and my boyfriend was dressed properly in dress pants and a button down shirt. I went directly to concierge and reported the incident. They told us hotel policy was short sleeves at the buffet and dress clothes in the evening. They couldn't explain why at dinner the previous night men were inappropriately dressed at the restaurant and were allowed in and we couldn't get into a breakfast buffet. If it's hotel policy then stick to it at all restaurants. This was just the beginning.
We spent the day at the pool and upon returning to the room at 5:30pm, housekeeping had not cleaned our room. We wanted to come back to take showers and came back to an uncleaned room. I immediately contacted housekeeping and they said they cleaned rooms until 6pm and they would get to it shortly. The hotel was clearly understaffed. Seriously, 6pm the restaurants opened for dinner. My room should not be cleaned at 6pm. Another issue we had was hand towels and bath towels were never replaced unless we called and requested new towels. They were trying to conserve towels but it's unsanitary to use the same body towel twice and I refused. This hotel had terrible service. The mini bar was also never restocked with water as it should have been on a daily basis. This was a five star all inclusive resort. It was just very bad service. We had to call to request everything when it should have been done automaticly.
One night we went to dinner and ordered a bottle of wine for $30 extra. We ordered the same bottle of wine the following night at a different restaurant and paid $20. It was the exact same bottle. Nobody could explain to us why the prices were different in different restaurants.
Another thing I want to mention was room service. There was a 24 hour room service menu. I had called a few times in the late evening for room service and the amount of time it took for room service to come was unaccaptable. I ordered a cheese burger one night and it took close to 90 minutes to come.
One of the concepts they had in the room was that once you entered your room you put a key in a slot and all the electricity turns on. I understand this conserves power and therefore money for the hotel. It's a good concept BUT this caused us to reset the clock everyday. Wouldn't they make the clocks run on a battery to avoid this?
Another day we got back to the room after the pool and our key didn't work. Even the housekeeping key didn't work. They told us the battery in our door was dead and security had to come to change it. At this point of our vacation you would think I was making this stuff up. We sat on the floor outside our door for over an hour waiting for security to come charge the battery.
The list can go on and on. This so called vacation was a nightmare. My boyfriend and I couldn't wait to come home. I vacation a lot and I have never had this type of experience. I spent a lot of money on the trip and there were nothing but problems.
- Official Description (provided by the hotel):
- Ideally situated on the picturesque palm-studded, sugar white Playa Bavaro beach on the eastern coastline of the Dominican Republic, Secrets Royal Beach Punta Cana offers adults all the privileges of Unlimited-Luxury(R). Guests will immediately be embraced within an extraordinary environment where luxury illuminates every detail and our high level of personal service is unmatched. To ensure your romantic escape is everything you've imagined, every detail of your stay will be flawlessly provided and superbly attended to. From the fine quality linens to the daily refreshed mini bar and the unlimited premium brand beverages to the pool and beach wait service. You'll be immersed within a world of stunning architectural design coupled with resplendent views of the lush gardens, crystal-clear Caribbean Sea and dazzling swimming pools. This tranquil, romantic haven in Playa Bavaro is like nothing else you've ever experienced before. ... more less
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- Also Known As:
- Secrets Royal Beach Hotel Punta Cana