![]() We appreciate your feedback, and we will review our offerings to ensure a more varied and satisfying culinary experience. We regret that you found the food options repetitive and that the dinner options did not meet your expectations. We understand your disappointment with your room, and we're glad our staff promptly accommodated your request for a room change. ![]() We apologize for the inconveniences you experienced during your stay and for falling short of your expectations. We appreciate your compliments on the cleanliness of the resort and the efforts of our staff. We paid pretty high prices for a very sub par experience.ĭear Hogsraz, Thank you for taking the time you have invested in writing an overview of your stay with us for your anniversary celebration, and we appreciate you sharing your feedback with us. Had it been about 40% less in cost, I probably wouldn’t feel this way. We definitely didn’t get what we paid for. I wish we would have listed to the reviews and stayed somewhere else. I read reviews here and almost changed properties but my experience with Hyatt and other secrets resorts gave me a sense that the reviews couldn’t fully be accurate. This one was not and I could never recommend anyone I know to stay at this resort. I personally expected more from a Hyatt brand and we’ve stayed at other secret resorts before and they were great. The cost of taxis could be prohibitive if you don’t have a car. If you stay consider renting a car so you can eat elsewhere and explore the island. Personally we liked that because it was calmer and quiet. We especially loved the Orient Beach area and restaurants. If we had to do it over we would stay in Orient Beach or perhaps a different hotel near the same beach- most accommodations seem far less expensive and the food on the actual island is amazing so it’s definitely worth venturing out to local restaurants. We just discovered it as we were walking to the parking lot to leave for dinner one night. It was really good ice cream, but wish we had been told about this location at check in. 3 days in we found Coco at the front where you can get ice cream, coffee and snacks. At check in, the staff didn’t really explain all the options at the resort very well. There are no “resort” evening shows, etc- they had singers come in and sing by the lobby a few of the nights but that was it. It was the absolute highlight of the trip for us. You are definitely paying the premium for the amazing beach- it’s beautiful and calm and clean. our swim out pool wasn’t kept very clean and we only got in it once and the same bird poop was on our swim our pool deck the entire 5 days. The staff did a great job cleaning our room every day and we felt the overall cleanliness of the resort was ok. Not what I expected at a resort in a Hyatt portfolio. The chicken nuggets looked and tasted like they came from McDonalds. The food came quickly and warm but it wasn’t good either. The flavoring was off and it seemed like a different person probably prepared it. ![]() It was not the same or consistent with the first time. It was actually so good that a few nights later when that location was open again, we got the same thing again. We really only had one evening of a good meal which is frustrating. The preferred club is tiny and really offers no additional benefits. We also paid for the upgraded services for the preferred club and it was 100% not worth it or needed. Thankfully we rented a car and we’re able to get out for meals - we hardly ate at the resort which is frustrating considering how much we paid for the all inclusive benefit. We felt blindsided by the lack of dinner options based on how they advertised it. Had the resort set the expectations that only one dining option would be available most night, that would have been helpful. This was frustrating considering the prices we paid that we were getting reheated food from the night before. You could tell that leftovers from dinner the night before were reheated and served for lunch the next day. Only one sometimes two places were open each evening and it was the same food for breakfast/lunch every day. Our second room did not have a strong smell but from several people we spoke with most rooms seemed to have an issue with mildew/mold. The staff was polite and moved us quickly. There was no way we would have been able to deal with that smell all week. Upon arrival the room we were taken to had such a strong mildew/mold smell that I immediately asked to be moved. Overall we had a decent stay- and I feel like our overall feelings were that it was just an okay experience but definitely not worth the price we paid. My wife and I recently stayed in a swim out suite for 5 nights for our anniversary.
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