Each year my company provides an incentive trip for top sales and other employees... this year secrets baby Beach Aruba was chosen. Employees are given the option to extend the trip or pay for upgrades within the hotel. I paid a lot a lot of extra money for upgraded service in three days extra stay. We arrived at the hotel at 1 PM and I was supposed to go to the preferred club concierge. But the folks at secrets, checked my passport and said I did not have a reservation. After a couple hours, I was told my reservation was found. We were supposed to be able to get in our rooms by 3 PM. My wife and I finally arrived to our room at 4:30 PM. We immediately unpacked, changed into our swimming attire, and I opened the curtain to what was supposed to be our swim out room. It was not a swim out room. I was frustrated and text our travel agent, that finally got back to me at about 845 at night. I had called the front desk and asked them about it and they had no idea. At 10:30 PM I received a call that we had to move rooms. I told them we had to repack before we could move. We got to our room at 11:30 PM. Two days later when I was asking questions about the hotel, I find out that I had a preferred club status and things should've been happening that I had no idea of, so for two days I didn't receive services that I paid for, and didn't know I had the amenities that I was supposed to have because that was supposed to be explained by the preferred club concierge, and I learned this on our third day there. The hotel knew I was upset and offered me a $150 Bali bed for the day. After all the money I spent, thousands of dollars for the upgrade and three extra days, not to mention the money my company spent, and they offer me this. It was a slap in the face. A manager was supposed to call me that evening, they didn't call me that evening the next day or the following day. I finally spoke to the butler assigned to our room on the morning of our departure and he said he would have the manager meet me in the lobby. They offered me a preferred club upgrade on my next trip. So I had to spend more money to get terrible service at a place that had taken all of my money, but didn't want to give me the good service I paid for on my first trip. I told the manager I felt I should be compensated. She said she would have to get with upper management for compensation because she could not approve that. It has taken a week and I finally get a response today that says because I went through a travel agent that I could not be compensated. Which is absolutely baloney. They said they would add a night stay to my next stay at their resort. The first night we stayed in that room that we were not supposed to be at, was terribly small, you could hear all the outside noise from the patio patios where music was playing and people were still in the pool. They preferred club swim out room was a definite upgrade, but definitely not worth the money that I spent to get this upgrade.
At this point in time, I would not stay at this secrets, resort or any other secrets resort because this type of treatment is apparently in just their companies culture
Some other major issues. Heavy construction happening within 20 yards of our private walk out pool room. Construction workers moving around from early morning through five or 6 PM.
Breakfast was great and seemed fresh, lunch was very sparse, dinner service was generally the worst, twice we were forgotten when it came to ordering our entrées. One night was great with our cook Julio, who sang opera at the hibachi grill. Around the normal pool the bar service was very slow. Once we found out, we could go to the preferred club pool the service was a touch better then.
I guess Hyatt got their money and don't want repeat customers.
STAY AWAY!!!!! at this point I would say stay away from any Hyatt corporation hotels... there should be a location for a negative review because this service was terrible
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