AMR Secrets
 

Introduction As a familiar, Secrets (adults, all-inclusive) Resort user, I will mention the inconsistencies specific to this location. Check In I was presented with a glass of sparkling wine. I didn't receive a cool, moistened, rolled washcloth to wipe my face, neck, hands, etc, as is typical.You are presented with several 'promises to do' papers involving COVID-19, like wearing a mask in the resort and to check out on time. You are also provided info on when and how to receive your Covid test prior to departure. A concierge-type staff member familiarizes you with what the resort offers.I asked for any available free upgrade. I was given a standard room on the 7th floor with an ocean view. Normally, I reserve a room with a tropical view. Room Standard 110V electrical outletsTwo robes, but only one set of slippers.Coffee supply tray with pods and cups, but no coffee machine. Had to call and ask for one.Stocked (included) mini-bar with bottled beer, but no bottle opener. Had to call 3 times for remedy, only to be informed they had run out of openers. Bottles were not replaced with cans, nor was an opener ever provided.Found a complimentary bottle of wine with glasses in the room one afternoon. No corkscrew to open. Called 3 times for remedy. Finally, someone came to the room to open the bottle.Daily house-keeping either arrived between 9-12 or 12-5. It varied widely each day.Night turndown service occurred once in a week. Two times I was already in the room so I cancelled it. Four times no one showed. Service Very much a hit or miss.Usually, service was good to great at a sit-down restaurant but terrible if you stood to give an order, such as at the grilled or a bar (was told one evening at a sitting bar to sit down at a chair and table and order through the waiter). EXCEPTIONS included the coffee shop counter (always good) and the Portofino restaurant (terrible; waited 10-15 min for a menu and as long to order. No offer to fill the bread plate).Pool waiters took orders, then stood around the bar waiting for them instead of rounding for more orders. The same type drink came in a variety of size glasses. Always packed with ice even if asked otherwise. Was told one day (before noon) they had run out of Pina Colada's.Tipping made no difference. Dining Market Cafe (breakfast buffet) - good to greatBordeaux (French) - good to greatPortofino (Italian) - good to greatHimitsu (Asian) - goodSeaside Grill - good Location About 35 minutes north of Puerto Vallarta, in a tropical setting with beach access Overall They don't have their act together!Many items mentioned had easy remedies but were overlooked or ignored.Some staff were exceptional but at least one waiter at Portofino's and several pool waiters don't value their jobs and management doesn't seem to be monitoring them for performance.It's difficult to want to come back for a retry when 6 months (plus) should have ironed out the inconsistencies I've mentioned. There's other all-inclusive adult resorts in Mexico worth my time and money.

Any recent reviews? Used a club award but no one really knows what that means. Also emailed the manger through hyatt, no response.

want to see what they provided or offered for globalist

Follow up on my previous post.

I would echo a lot of the comments made by ARRB.

There were 38 of us there and we had quite a few rooms.

There was no recognition of Hyatt status, nor any upgrades offered. I used a club award just to make sure I got preferred club access, although my globalist status should have gotten me that anyways for free. Again it was like pulling teeth trying to get that club access.

Check in was sorta a mess, but with a big group I do understand. I was the first to try to check in, but the last to get my room ( no upgrades, but there was upgraded rooms avail). Staff have a hard time understanding requests, some didn't even smile. On day two, they moved us to a better room, same room, with a better view.

Food was average, been to another all inclusive and wasn't impressed. I think the best for me was Portofino (Italian) and the taco place, which closes at 5pm. Every other restaurant was average.

Drinks were ok, not sure they are watered down, but didn't seem to be as 'pure' or 'strong' as if I poured the same bottle at home. I know that is a big statement and I have no proof that the bottles aren't as labeled, just how I felt.

Requests are non existent or very slow. Asked for some more sheet and a duvet for the sofa bed, it showed up the following day. The coffee wasn't replaced at all during my stay, after multiple calls. The always say 'yes, right away' but items are never delivered.

Service at the pool or resort itself is painfully slow. No one was for most of our stay was pro active in trying to provide drinks say around the pool or pool areas. To be fair one day it wasn't bad, but still not up to other places I've stayed at.

Overall, maybe my expectation were too high and most people are ok with this level of service, but for around $800 or 20k points per night, I think they should have done a bit better.

I would not recommend this resort for the time being, hope they improve but I won't be returning to this resort.

Hope that helps, let me know if you have any questions.

Not a good first impression
 

Just checked in today at 5pm as a Globalist. Booked standard points for 8 nights.

As a Globalist, I should have been checked in at the Preferred lounge but wasn’t.

But we did get upgraded Preferred Club room with all the Club benefits with a “panoramic view”.

We went to our room and found our room to be the dustiest room we’ve ever been in. A layer of dust on every surface. And the “panoramic view” was tree tops and driveway.

Going back down, we went to the preferred club check in to get a different room. After saying there’s nothing available, they finally found a double room on the same floor.

The second room was clean but so many things were broken. Door safety latch, shower switch, window curtains all broken. No robe, wash cloth, bathroom mat towels.

Supposedly we will get another room tomorrow.

But when booking at this resort do not expect a true upgrade to a nicer suite.

on the side note, we spoke to a family that was here for a wedding this past weekend. The wedding didn’t happen because the whole resort had to be evacuated due to a hurricane. Everyone was transported to the Secrets in PVR. But they were not given rooms. They all had to sleep in the resort ballroom. Glad we missed that chaos.