![]() We should've been told about the maintenance problem with the pool at the same time Secrets was trying to up-sell the room category. (We were simply put in Building 6, a NON-preferred building, with adjacent rooms.) As 'Preferred' guests we had 'privileges'. We returned to check-in and were offered an upgrade to 'Preferred Club' rooms for an additional $500/room to be next door to each other. We arrived to find that we were in two separate buildings. It was inconsistent and lacked in most areas. ![]() We, as two couples, traveled to this beautiful resort 3/31-4/4, 2017 and were extremely disappointed with the service. Our expectations were not high, but we did expect the 'Preferred' privileges. Champagne, rose petals and strawberries were nice gestures, but not service. Bennito and the building concierge were only at their desk on the morning of departure-presumably to collect a monetary tip, that neither got nor deserved.Īfter complaining to the concierge, Bennito came to us to say he would be more attentive and made feeble attempts to win us over. We never received the iPads we requested. He was inattentive and took many hours to reply to our requests if he replied at all. As of late morning the second day, we had still not met him. Our butler, Bennito, was hardly present and not at all attentive. However, at check-in we were not advised that the 'Preferred' pool and Rosewater restaurant were closed. (We were simply put in Building 6, a NON-preferred building, with adjacent rooms.)Īs 'Preferred' guests we had 'privileges'.
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