General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - Student Groups (Spring Breakers) are not permitted at Hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler RatingBased on 3214 reviews
We really enjoyed our vacation here and staff! We have been to 3 resorts in Mexico, 1 in Jamaica. This was our first time in Costa Rica. We traveled one day to Arenal to see that part of Costa Rica. The rest of time we stayed on the resort (5 day trip). Everything you need to know is here. It predicted rain our whole trip. Only one afternoon put us inside for about an hour. It was cool because we could see the lightning strike the hill from our room and echoed through the resort. The storm lasted about an hour. Plenty of sun the rest of the time. The water was great for swimming. I really enjoyed the beach because even though it wasn’t the white sand, it was free to walk barefoot without shells or getting 10 lbs of sand on them. Recommend walking across it instead of the hills to access the other pool, restaurant, and fitness area during low tides or during the day if you didn't mind your feet getting wet. WE COULDN’T SAY ENOUGH ABOUT THE GREAT STAFF. They listened, understood (or got help, if not), and never left you feeling like that problem wasn’t taken seriously or solved. The food was good from the restaurants, not outstanding. Be sure to check days that restaurants will be closed. We didn’t pay as close attention to that as we normally do, or it wasn’t as well posted. The room service gave my hamburger as rare, really rare, when I asked for it medium well. We didn’t bother to call to say anything, just left a note. I really assumed they gave me someone else’s burger. With the amazing staff that they have, we didn’t want to bother with them trying to fix it because we had no doubt that would have gone above and beyond to do it. We were fortunate to have a room location close enough to walk to the main pool (122). We don’t pay for a room view because we don’t plan on being in our room that long. We heard no music or people. We didn’t use the shuttle service at all except to take our luggage. We walked everywhere; however, we could see the difficulties of walking if our room would have been located elsewhere. It’s not for the weak, the nature hike at sunset it worth it! Drinks and service was good. They came often to you on poolside. If you are one that drinks faster, I have no doubt they would serve you as quick as you needed. Although all bartenders were good, we loved when José was at the bar.
Stayed at Secrets for two weeks and had a fabulous time, have stayed at Secrets resorts previously but this is by far the best, staff are wonderful, so friendly and helpful and the resort is so well laid out, we upgraded to a plunge pool room for the second week and it was certainly worth it. Whilst all staff are wonderful there are a few who deserve a special mention, Adrian on reception, superb ambassador for secrets, Juan the concierge who helped us so much when my wife was taken ill, Romeley from reception who gave up her own time to come with us to the hospital to ensure we were taken care of and translate for us, JJ the shuttle driver, I've never met such a positive happy person and the staff at Aqua who are just the best. In closing I would just criticise Secrets marketing and indeed TUI who we traveled with, when booking the holiday we paid extra for a panoramic room, which in reality looks nothing like the photos on the website and you get nothing like the view or glazing the pictures show, which in fairness is a complete misrepresentation, it didn't though spoil our holiday particularly after we upgraded to the plunge pool which is fabulous in room 372, my advice would be don't waste your money paying for the panoramic rooms.
Not what we had hoped for
Lots of little disappointments throughout the visit & definitely would have chosen another resort if we knew what we know now. When we arrived we were greeted by being taken into a side room and hit up to go to their 90 minute sales pitch lunch....not a good look. When we finally did get to our room, the room was not like the pictures....the bad start continues. The room we booked overlooked the ocean with a private plunge pool and a little grassy yard but the one we were assigned was a crumby little crows nest overlooking the hotel pool with a tiny broken deck, no grass, and a dirty pool up against a wooden fence. If you do get a plunge pool in one of the nicer rooms, be warned that it is not actually private. There are other suites above and behind you that look directly into your pool area. Room service was free however one or the other of us got a stomach ache from it every time, so definitely would try to avoid. Beaches in Costa Rica are public so be prepared to get hit up for excursions and trinkets from locals literally every 10 minutes if you plan to spend anytime chilling on the beach. Dinner is a cluster. The Italian place and the Asian place are the only 2 options that are decent, so naturally everyone in the resort tries to eat there but they only take reservations for 1 place in the whole resort, so its kind of a lord of the flies scenario every night if you want a decent meal. Be prepared to eat very late, very early, or to wait in line a couple hours for your all-inclusive dinner. The staff was generally courteous and the resort is relatively clean, even if it's fairly run down. Free paddle boarding was neat. Just set your expectations very, very low and keep them there and you'll be fine...I guess. 2 stars (go somewhere else!)
Absolutely wonderful service. Beautiful place. Staff is so accommodating and helpful! The food was fantastic. The hibachi fills up fast so make a reservation as soon as you arrive. It’s the best hibachi I have ever eaten. Orlando was our chef. Great activities. The beach is easy to swim, kayak and paddle board in. Beautiful water. While visiting there was a very hard to please and completely unreasonable group of about 25 people. If you see a slew of bad reviews ignore. It’s probably them.
Needs some work
Beautiful location. Some service workers went over and above. Food was fine. Sofa in our room was so stained I would not sit on it. The cushions on the lounge chairs were flat and worn out and the lounge chairs were of poor design and a hazard. I sat near the end of the chair and the entire lounge flipped and I fell to the ground. The same thing happened to my husband. Everyday I saw at least one person fall to the ground and the lounge chair flip.