Hotel Overview
Location
Punta CanaProperty Information
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Hotel Details
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 - This hotel cannot guarantee a spring-break-free environment.
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 Rating
955 reviews
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Nov 29, 2024Great place!
Overall experience was very good! We didn't have a problem getting anything we needed at a moments notice. Food /drinks best I've had at an all-inclusive as well as entertainment. Everything was top notch and service was amazing. Loved it!
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Nov 27, 2024
A must stay!!!!
Our 30th anniversary and my birthday week trip. I can’t say enough!!! It was amazing! This was our 5th Secrets resort vacation and THE BEST! If you are unsure but considering. BOOK IT!!!! The staff is nothing but wonderful and the resort is gorgeous!
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Nov 27, 2024
Excelente!
When you arrive to “Welcome Home”, you know you’re in for a great stay! Hotel is beautiful. Ultra modern, stunning decor and tropical all at the same time. Its spotless, with people constantly cleaning. You wont walk past a staff member without them saying “hola”. Every single person we encountered was very friendly. Service is really good in all areas. My 1 call out would be that more poolside drinks servers would be better. We enjoyed every meal. Im not a foodie, and am actually quite a plain/picky eater and i thought the food was really good. Shout out to Estrella (waitress in the buffet) and Estephanie (restaurant hostess) Daytime/evening entertainment was spot on. Plenty activities going on during the day. Loved the musicians in the lobby at night, and some of the shows you’d pay to go see at home, they were that good. Shout out to Spicy, Derwin and Colin on the entertainment team! This is not classed as a party hotel, but it definitely has a good vibe and you can still have fun with lots going on. Anyone who thinks drinks are watered down are crazy! They were strong! Shout out to Rafael who works in the bars in the evening (bartender in training). Preferred club not necessary in my opinion. I didnt have it and dont think id have needed it. Didnt miss out on anything. Book this hotel, you wont regret it. 7th time to DR and we are seriously considering returning to this hotel, and we’ve never went back to the same place twice!
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Nov 27, 20242 Star Experience at a 5 Star Price
We spent 10 days in early November at this resort in a Preferred Club Room. We have stayed at many other resorts in the past in the Carribean and Mexico and choose this upgraded level of service. We have stayed at Hyatt properties, but this is first visit to Secrets brand. The property is very nice, clean and just like you see in the pictures. The staff that had an understanding of English was very nice and accommodating though that is just about 50% of the employees as there is a distinct language barrier here which makes ordering food, drinks and asking questions difficult to impossible as you never knew if the person you were speaking with had any idea what you were saying. Sitting at dinner you would order a drink; they would smile and say yes then they would send someone else back 5-10 minutes later to get order again as they didn't know what you wanted. They tried hard and I put this on management as they should know which employees should be customer facing and who shouldn't, there are plenty of roles in a resort of this size that don't require guests' interaction. Few individual shout outs go to Julianna and Corel servers at the pool as well as Skinny Girl and Spicy on entertainment team- very personable, friendly and enthusiastic representatives of the property. No bartenders stand out in a good way but Vasquez in Preferred lounges is a big act and big personality that fails to deliver the top-level service expected by Preferred guests. The act seems like a distraction to his lack of service- you know how they say when something goes wrong in the circus send the clowns in, so no one notices. His signature line is YEAH BABY on every drink but gave me many NO BABY-- literally said this on many occasions and did it with condescending pride that he was saying no. Will get more into details below. The rooms were very nice and all smart technology which is great except for climate control if you like it cool. It has motion sensors and when you leave room temp goes up to 75 while you gone and doesn't turn back on to your desired temp until you return. Pretty hot coming back from pool after 6 hours and generally not what you're looking for to relax before dinner. This happens at night too so a restless night's sleep may help stay cool if you don't use bathroom a couple times. The Preferred Club was presented to us as having 4 distinct benefits Separate Pool, Lounges/ Bars with unlimited top shelf liquor, Preferred Only restaurant for breakfast and lunch as well as a Butler. This is where benefits stop- at the sales desk. Separate Pool- it was separate but nothing prohibiting anyone in the resort from being there or ordering top shelf drinks from pool bar or participating in what was billed as Preferred only activities and beach front lunch. No real benefit as all guests were coming and going regularly. Preferred Lounges Bars- Leave a lot to be desired. No one checking who was entering so seemed like anyone could access. Unlimited top shelf liquor was supposed to be available but definitely not. Was told every day at some point whether its 7:00 or 10:00 that they were out of Grey Goose Vodka as they had already gone through their 3 bottles for the day. Other guests shared that this also happened with Bourbon and Tequila so definitely a company policy to limit to 3 bottles per day per bar and not just a big day for a particular brand waiting on more to be brought. Vasquez was bold enough with his big act to tell me NO BABY we used all 3 already today, pointing them out sitting on the bar empty as if to prove something, then go under bar and show me an unopened bottle and say I would have to wait until tomorrow even though it was right there in his hand with an hour to go until closing as they hit the limit. Was told this by other bartenders as well that they have a 3 bottle per day limit. Snacks are also in lounges but nothing different than what is in COCO Cafe which is open to all. No real benefit as they have limited inventory, they don't tell you about and same snacks available elsewhere. Preferred Restaurant- Nothing special at all. Slow service and mediocre food. Much of same food is available through Room Service for everyone. Took 45 minutes to an hour from sit down to finish breakfast when half empty. One day it took 15 minutes to get a menu in a half empty restaurant. Butler- Our Butler was very nice and made dinner reservation for Hibachi Table but after that there wasn't much else, they could do. Asked for other dinner reservations was told no other restaurant took reservations, no show reservations either. Asked about pool chairs and was told they are off limits for Butlers. Pool/Beach, Dinner and Shows are the 3 main areas of this resort and all off limits to Butlers so not sure what their role is unless you are high maintenance which we definitely are not. Preferred Club upgrade is at minimum a couple hundred dollars a day and has no real tangible benefit at this property so definitely save your money. As for rest of resort its hit and miss. 3 bars, non-preferred in lobby show area were all OK. Nothing special nothing bad and bartenders were actually more friendly than preferred lounges. Only restaurant that was below par is El Patio the Mexican option. Food came out cold with side dishes missing. Italian and Asian Fusion were good and the 2 we visited twice during our stay. One night in Portofino an employee dropped a dish that broke- rather than clean it up just out a chair over it and kept going about his business. Had room service a couple mornings and 1 morning had gnats on food under plastic wrap so definitely came from kitchen. Overall service felt like it was a new business working the kinks out in the first month of opening not a major chain with decades of experience in this field at a property open for several months now. I put these shortfalls on the leadership on the ground- bar and restaurant managers as well as Food and Beverage leaders as they set the tone, polices and expectations of what's happening here, this is not a 5-star experience. If leadership in F&B doesn't change (either the personnel or the policies and expectations of staff) than neither will the guests experience, and this property will never meet expectations of a 5-star resort. They have plenty of staff throughout the property in F&B but seems like there are no defined roles, so everyone does everything from seating to taking drink orders to running food and clearing tables and assumes someone else did it, so nothing gets done properly or timely. Defined responsibilities of each employee would enhance the guest experience and eliminate the organized confusion that is in all restaurants and bars.
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Nov 26, 2024
Wonderful Trip
Awesome bed and pillows. So comfortable and slept like a baby. Room temperature was quite warm even though we set at 64 degrees which was the coolest setting. Needed to go to the concierge and request to lower the room temp as the sheets felt damp. Loved the service and bartenders at this resort. Drinks were awesome and always flowing. Jorge was our favorite pool waiter. Yeuri, Alberto, Sonja were awesome bartenders at the Lobby Bar along with Nika as a server at the lobby bar. Cocoa Cafe was awesome. Loved Rosanna and Marisol. Great specialty coffees and frappes along with desserts. Sugar, Candy and Skinny Girl were awesome for the entertainment team. Always kept us entertained and busy. So many activities. Confessor was a great waiter. Restaurants were good. Food was average. Gained weight and never left hungry. I would definitely return to this resort. Beautiful beach and plentiful chairs around the pool, etc.
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