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Tiffani L

Worst experience

2.0 of 5 bubblesReviewed 3 weeks ago
I honestly don’t know where to start..so we will start with the 2 rooms I booked. First room, the phone didn’t work for 3 days, outlets didn’t work and we didn’t have a hair dryer. It’s smell a bit. I went to front desk to tell them my phone dont work 3 times so everytime I would have to walk out to front desk to ask for any assistance. 2nd room had blood on the bed sheet and it really smelled. We call down to housekeeping to get new sheets they came grab the sheets but didn’t place a new one on. He left after 30 minutes we called to ask why it’s taking so long they replied they are looking for sheets.
Are you seriously it’s the secret resort you don’t have extra sheets so are we all sleeping on old dirty sheets?
We then went to concierge to book a cabana for the next day she had such an attitude but that’s not even an issue.
Next day my daughter went to concierge to ask how do we know which cabana is our and first thing concierge said was you didn’t book it so you can’t stay in the cabana. Are you serious I booked it for her. I was going to my spa treatment. After finally getting the cabana then she came out to say we used it already..again are you serious you just book it for me yesterday for today so how is it possible that I already used it. After their research they realize they were incorrect but how embarrassing on our part. They made it as if we are cheating or stealing. I have complained about it and they did remove the cabana fee but I would never recommend them.
Date of stay: October 2024
Trip type: Travelled with family
3.0 of 5 bubblesValue
1.0 of 5 bubblesRooms
4.0 of 5 bubblesLocation
2.0 of 5 bubblesCleanliness
1.0 of 5 bubblesService
3.0 of 5 bubblesSleep Quality
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econcierge Secrets and Dreams Royal Beach, General Manager at Secrets Royal Beach Punta Cana, responded to this review
Responded 2 weeks ago
Dear 422tiffanil,

Thank you for choosing Secrets Royal Beach Punta Cana as your host and for taking the time to share your experience with us.

We'd like to apologize for any inconvenience or disappointment we caused you while you were staying with us. Your feedback is of the utmost importance to us and we would like to assure you that we take it very seriously. Your feedback is important to us and we are committed to addressing the areas and services you have in mind. We are committed to the implementation of improvements to have a better experience for our guests.

Thank you again for bringing this to our attention. We hope you will consider giving us another opportunity to provide you with the exceptional experience you deserve.

Respectfully,

Roberto Iglesias
General Manager
Secrets Royal Beach Punta Cana
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (21,649)
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16,198
3,354
1,341
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Traveller rating
16,198
3,354
1,341
451
305
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Reviewed 3 weeks ago via mobile

We have just returned from a wonderful week at Secrets . From the moment we arrived we felt welcomed by our butler Eddy . Check in to preferred club was quick and efficient. Our room was large and comfortable. Cleaned daily .
Food and drink were plentiful and service I could not fault. All staff were helpful and polite. A big shout out to chef Santos in the buffet who cooked great steaks everyday .
The resort is beautiful and well maintained.
The beach is clean and soft white sand . The sea can be cloudy and seaweed sometimes present . However if you walk along the beach you will find crystal blue water .
The a la carte restaurants do get busy we waited over 1 hour to get into the blue water grill one evening . Maybe better to take bookings rather than a buzzer system - this would be my only suggestion .
All in all we had a fabulous holiday and would recommend Secrets .
Just enjoy and relax .

Room tip: If you are going to a la carte restaurant be prepared to wait a while.
Date of stay: October 2024
Trip type: Travelled as a couple
Thank Vacation56117865683
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
econcierge Secrets and Dreams Royal Beach, General Manager at Secrets Royal Beach Punta Cana, responded to this reviewResponded 2 weeks ago

Dear Vacation56117865683,

On behalf of our staff and management, we would like to thank you for taking the time to share your experience with us. It was a pleasure to be your host during your recent gateway to the Dominican Caribbean.

We are happy to hear that our services and facilities met your expectations. We take pride in our resort and private beach, and we are pleased that you enjoyed the food and drinks.

Thank you for recommending Secrets. We look forward to welcoming you again soon for another fabulous stay.

Warm Regards

Roberto Iglesias
General Manager
Secrets Royal Beach Punta Cana

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

The Whole Experience was Exceptional. My Butler Justin and Wilkin my Food Service Waiter was Outstanding. Best Service in my Lifetime. I Recommend Highly. Please TIP everyone well as thats what they work hard for.... Bill G Seguin, Texas.

The Whole Experience was Exceptional. My Butler Justin and Wilkin my Food Service Waiter was Outstanding. Best Service in my Lifetime. I Recommend Highly. Please TIP everyone well as thats what they work hard for.... Bill G Seguin, Texas

Date of stay: October 2024
Trip type: Travelled on business
Thank mackdaddy2014
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
econcierge Secrets and Dreams Royal Beach, General Manager at Secrets Royal Beach Punta Cana, responded to this reviewResponded 2 weeks ago

Dear Mackdaddy2014,

Thank you for choosing Secrets Royal Beach Punta Cana as your host for your recent vacation.

We're delighted to hear that you had an incredible experience at Secrets Royal Beach Punta Cana. Justin and Wilkin are true assets to our company and we're thrilled to know that their dedication and professionalism have not gone unnoticed. The greatest reward we can receive is feedback like yours, which inspires us to continue to work hard and strive for excellence.

Thank you for recommending our hotel and for your 5/5 rating. We look forward to welcoming you back to your home away from home here in paradise.

Warm Regards

Roberto Iglesias
General Manager
Secrets Royal Beach Punta Cana

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

The bed was super comfy, pillows and comforter were great! Swim up pool in our room was super nice! Our favorite place was with swim up bar at the pool! Mendy, Angel and Melvin were so much fun each day they interacted with us all day everyday!

They made pool days extra fun for sure!!

Date of stay: October 2024
Review collected in partnership with Hyatt Hotels
Thank Millie W
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
econcierge Secrets and Dreams Royal Beach, General Manager at Secrets Royal Beach Punta Cana, responded to this reviewResponded 3 weeks ago

Dear Millie W,

Thank you for choosing Secrets Royal Beach Punta Cana as your host and for sharing your experience with us.

We're thrilled that you enjoyed our private pool room and the service provided by our staff. Mendy, Angel, and Melvin are a great asset to our hotel and we're delighted to hear that they interacted with you in such a fun way.

Thank you very much for your 5/5 rating and recommendation. We hope that we will have the honor of welcoming you back and allowing you to have a truly wonderful and memorable experience once again.


Best Regards

Roberto Iglesias
General Manager
Secrets Royal Beach Punta Cana

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago via mobile

Secrets royal beach is an adults only resort which has the wow feeling right from when you get off your transfer you get handed a cold towel and some antibac hand gel. At reception checking in was good you were handed a glass of champagne whilst you were given enough information but not too much where you feel overwhelmed. Your also provided with a map of the resort. Good piece of advice which they will tell you is download the Hyatt app. They give you a QR code to access it. This app will give you all the information on the restaurants their openings times, dress code and it also keeps you up to date with activities and shows that are on in the day.
WiFi was good throughout the resort.
Dreams resort is next door, you can use all of there facilities, there is a corridor within the resort where you can get through to them. Dreams is a family resort.
Restaurants - 1 buffet for all meals. 5 alacarte for dinner. Grill on the beach. There were others for preferred club members (upgraded rooms, extra pool, additional breakfast and lunch restaurant, separate club lounge serving drinks and snacks)
Bars - lobby bar, plaza bar, sports bar. Night club, coffee shop, casino.
Pools - 1 big activity /noisy pool. Quiet pool. Private beach. You will get approached around the pools and beach for trips that you can pay for from the beach. Beach towels are included too. We never struggled to get a sunbed throughout the day. Activities - daytime activities were a really good variety, evening shows we're good these were done by outside companies.
All staff are super friendly, nothing is ever too much trouble. Tips are appreciated but not mandatory and service was not noticed to be different if you didn't / couldn't.
Rooms - they look tired, some things were in a bad state of repair, bed wasn't the comfiest but it was big. Pillows were the best either. We were told rooms would be cleaned every day and whilst ours was done we heard some weren't. We were told cleaning service would between 9 and 5. We were also told turndown would be every night between 7 and 9pm. We stayed for 1 week and only had turndown on one night. Chocolates were left on the turndown service which we put on the side for the following day but they were taken away the next day.
Gym - really good equipment, there are 3 separate rooms, cardio equipment in one, weight equipment room, yoga / stretching room.
The hotel has a spa, we didn't use it while we were there though. It was quite expensive.

Date of stay: October 2024
Trip type: Travelled as a couple
Thank Tubby15
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
econcierge Secrets and Dreams Royal Beach, General Manager at Secrets Royal Beach Punta Cana, responded to this reviewResponded 3 weeks ago

Dear Tubby 15,

Thank you for sharing such a detailed review of your stay at Secrets Royal Beach Punta Cana. It sounds like you had an overall positive experience, from the welcoming atmosphere at check-in to the wide variety of activities and amenities the resort offers.

On the other hand, we are working to improve our rooms and services to provide an even more satisfying experience for our customers.

It's fantastic that the staff were so friendly and accommodating and made your stay so enjoyable. It sounds like the daytime activities and evening shows were a real highlight.

Once again, we appreciate your kind comments about our Secrets Royal Beach Punta Cana and look forward to welcoming you back in the not-too-distant future.


Warm Regards

Roberto Iglesias
General Manager
Secrets Royal Beach Punta Cana

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago via mobile

This resort is amazing. The hospitality is top notch! Alfredo was our Butler and he assisted us every day during our stay. Prior to arriving our concierge representative Yarol thru Unlimited vacation club made sure our room and our anniversary celebration was everything we’ve hope for. On our anniversary day we had breakfast arranged in the room, later that evening our room was decorated with roses and chocolate and lastly we had a romantic dinner on beach which was awesome! For our excursions Santos helped us reserve a Catamaran Spa experience, where we did palates, foot detox and massages all on the boat! Overall was a great experience! This was the best anniversary celebration we had and thanks to all Secrets staff that helped us! Definitely recommend to others!

Date of stay: October 2024
Trip type: Travelled as a couple
Thank Terriana R
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
econcierge Secrets and Dreams Royal Beach, General Manager at Secrets Royal Beach Punta Cana, responded to this reviewResponded 3 weeks ago


Dear Terriana R,

We would like to thank you for the very positive comments you have made about our resort and our staff. We're proud to have a team that is so dedicated and enthusiastic about creating amazing experiences for our guests. Feedback like yours, which inspires us to continue to work hard and strive for excellence, is the greatest reward we can receive. Our number one priority is to ensure that you receive the maximum level of satisfaction and we are delighted that we have achieved this through your visit.

Once again, we appreciate your kind comments about our resort and look forward to welcoming you back in the not-too-distant future.


Best Regards

Roberto Iglesias
General Manager
Secrets Royal Beach Punta Cana

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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