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“Too many little problems, no response from management”

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Secrets St. James Montego Bay
Ranked #11 of 61 Hotels in Montego Bay
Certificate of Excellence
GreenLeadersPlatinum level
San Francisco, California
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Too many little problems, no response from management”
Reviewed 16 May 2010

This was parts of a letter I sent to the manager on duty. Meanwhile never get a respone or anything! The Secrets St. James. However, some of the problems that we had concerning our room, room service and phone service was not to a standard normally held by a Secrets resort. I have enclosed photos of our room (3213). I am not close minded to the fact that there are going to be "kinks" that come with a new resort. I just wished these issues did not occur on a consistent basis.
1. Check in took 1 hour - even though I called in advance to confirm the reservation.
2. After being escorted to our room and explained all features of the room - Jacuzzi tub didn't drain - not fixed until 2 hours after getting into the room
3. Shower glass read " Do Not Open" - attendant stated, "disregard that, someone forgot to take that off the door". But, inside shower handle was loose and clearly not secured to the door which could caused and accident - this was never corrected.
4. Safe inoperable - never replaced
5. Clothes iron leaking water when plugged in - replaced next day by housekeeping.
6. Radio not working - bellman said someone would replace it soon as possible- not replaced until next day - no alarm caused up to miss the 8:05 Ocho Rios tour (we were rescheduled for next day)
7. Ordered room service in lobby with front desk because no phone system on Thursday - front desk clerk found someone to walk the order to restaurant at 8:10 pm. I went to front desk at 9:15 pm to inquire about order because phone was not on still. Clerk said she would investigate it and get back to us. At 9:38 she came to our room as I was on the phone with a manager on duty of the restaurant. My husband informed her that we have not received our food but the phone was back on and I was talking to a manager at the restaurant. Manager at restaurant stated he called and got no answer so he canceled the phone order. I told him he couldn't have called because our phones were down and we had not left our room together. He apologized and sent the food to us at 10:21 pm. That was just too late knowing we had to be up and ready to leave early Friday morning.
Some things you can excuse being a newly opened resort, but some things you can not. We just became fed up after the room service incident on the last evening of our stay. I just wish the accommodations lived up to the cost and unfortunately it did not. Unsure if Natalie or anyone else answering phones ever gave manager Doug Anderson my messages.
I was given multiple email addresses that were returned and undeliverable. Last email did come back, but no response. Even asked to speak to manager upon check out and was told he is unavailable.
Resort is beautiful but not ready in our eyes. For the money we paid, we could've stayed elsewhere. We booked based on all other Secrets Resorts luxury.

  • Stayed May 2010, travelled as a couple
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1 Thank Verlina G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Minneapolis, Minnesota
Level Contributor
9 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 15 May 2010

We spent four nights at the Preferred Club St. James and would go back in a heartbeat. I know the resort is brand new, but they are getting better everyday. The ONLY issue we had was that they didn't bring our coffee one morning after we ordered from room service. The staff was friendly, the food was good, the service was good. The pools and beach are beautiful and this was a very relaxing vacation without the kids for my husband and me. If you want to socialize, it's easy too. We met many nice people from all over the country and had a great time(s) at the pool bar every day. If you don't want that though, there are plenty of quiet spots away from the party. It was a resort that offered the perfect balance of fun and peace and quiet, you just have to walk a few hundred feet to space it out. If I could give one piece of feedback to the Ops Team it would be to average out the number of nights people stay and rotate your daily pool music so you aren't hearing the same music every day. The Preferred Club at St. James was nice and quiet. We could head down to one of the two pool bars if we wanted some action and there are plenty of activities to choose from if you choose to be active. The spa was very good and if you are a spa guy or gal (like me) you will like the spa. Go at least one hour ahead of time to enjoy the plunge pools and steam room. I would suggest taking your own shampoo and blow dryer if you want to finish your spa session with a nice shower and leave with clean dry hair. If you are looking to get away from work, worries, and need a break from being mommy and daddy for a few days you will not be disappointed in this resort.

  • Stayed May 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
1 Thank YChick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Burlington, Vermont
Level Contributor
11 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed 13 May 2010

The staff as well as most of the other guests were so friendly! Not one of the staff members we encountered was rude or grumpy. Everyone was full of smiles and willing to do whatever he/she could to make your vacation a pleasant one. The service was great. Oral runs the swim up bar at the St. James and he did a fantastic job taking care of us. They are more than happy to make any drink a double! All you have to do is ask.

The food was great. We ate at Bourdeaux, Portofino and Himitsu. Try the filet at the French restaurant. It's quite tasty! The hibachi chef we got basically just cooked the food in front of us, but one of the other hibachi chefs put on a great show and really made it more of a performance in addition to cooking the food. If you want to do the hibachi table, then be sure to make a reservation early. We waited until the morning of the day we wanted the reservation and there were very limited time spaces available. Room service was 24-hour. We got back from Desires around 2am one of the nights and totally ordered two burgers from room service. They were delivered about 1/2 an hour after we ordered them. Nothing like a burger after a night of partying! The room service menu is limited still, but they were working on expanding it and adding items like pizza.

We didn't really see the advantage of being a preferred guest. We stayed at the regular St. James and didn't see or feel like we were missing out on any cool perks by not being a preferred member. The two swim up bars were in the regular St. James and regular Wild Orchid areas, so the preferred members ended up coming over to the regular areas a lot.

We went snorkeling and saw an octopus and two puffer fish. You don't really expect to see such cool sea life so close to the resort. I'd recommend snorkeling if you enjoy that sort of thing. We certainly had fun doing it! Check out the starfish along the ocean by the restaurants. Very cool.

Be sure to get the Sun Dial each morning, which tells you what activities are going on for the day and gives you all the hours of the bars and restaurants. The house band that plays outside by the piano bar was quite entertaining. Desires was also fun if you like to dance. It has more of a club feel to it. It was the perfect next stop after the band finishes playing outside.

Red Stripe and Red Stripe Light are the only beers on tap. You can also get Heineken, but only at certain bars. We mostly stuck to the fruity, tropical drinks, so it didn't bother us at all. It was nice that you could order a drink from one bar/restaurant and just take it with you wherever you went. You didn't have to finish your drink at the restaurant if the band starts playing outside by the piano bar. You can just get up and take it with you.

To sum it up: Friendly people, beautiful pools and beach areas, yummy food and drinks... We had a blast!!

  • Stayed May 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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4 Thank TropicalParadise1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Secrets St. James Montego Bay

Property: Secrets St. James Montego Bay
Address: Lot A59, Freeport, Montego Bay, Jamaica
Phone Number:
Region: Caribbean > Jamaica > Saint James Parish > Montego Bay
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#4 Business Hotel in Montego Bay
#9 Romantic Hotel in Montego Bay
#9 Spa Hotel in Montego Bay
#10 Top resorts Hotel in Montego Bay
#10 On the Beach Hotel in Montego Bay
#11 Luxury Hotel in Montego Bay
#11 Family Hotel in Montego Bay
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — Secrets St. James Montego Bay 5*
Number of rooms: 350
Reservation Options:
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Also Known As:
Secrets St James Hotel Montego Bay

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