My wife and I will be here from Monday to Monday. I will answer whatever questions posted.
Also will give live opinion.
We booked a smoking deal thru apple, who lists this resort as a 6 golden apple (their highest rating). Jr suite
So far not so good!
I emailed the concierge 2 weeks ago noting when we would arrive and the possibility of an early check in. At the very least a room to freshen up and change in (hospitality room). I was finally able to get a reply a few days ago noting one or the other would be available to us.
We arrived at 2pm and our room was not ready. When asked about the hospitality room, we were told we could change in the lobby washroom and freshen up there. Not the warm welcome we were expecting. The concierge I spoke to was on site but not available to discuss this with us.
We were told to have lunch, given a pager, and told our room would be ready in 30 minutes. An hour later it was still it ready. We walked the grounds for another half hour and it was finally done.
The jr suites are in the old sabor part (pictured on the website with slides). The two sections are completely separate from each other.
Our room was at the third floor in a building with no elevator. The bell man asked me to help get our bags up there. Not a big deal but far from the level of service we've come to expect from the secrets brand.
We unpacked (room pictured on website is NOT jr suite) and got ready to hit the pool. I decided to check the hot water since previous guests have reviewed with issue. There wasn't any!
A call had two staff members here quickly but have yet failed to resolve the issue. They've been at it for an hour now. I would like to avoid a room change since we already unpacked. Will advise.
On a happy note:
The grounds are beautiful. A very lush tropical setting.