Secrets Wild Orchid Montego Bay

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 8724 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Lower your expectations....or just blame COVID

    Reviewed by Tammy M() on Oct 23, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    We booked our week getaway in January after a stellar week at Secrets Cabo last October. As we navigated through the pandemic and questioned if we should cancel, we proceeded with our trip having read the number of reviews about the safety protocols and procedures. That's the best part of the resort: plenty of masks and hand sanitizer! Sadly, the resort is run down, having sat empty for months. The hallways and stairwells were not swept the entire time we were there (you would be amazed at what accumulates on the 3rd level of an open stairwell in a week!) Housekeeping was inconsistent (missed us one day, sometimes we got towels, sometimes we didn't). Not all the restaurants are open, nor is the main nightclub and not once was there a piano player at the opened piano bar. We ventured into a secondary club one night, only to quickly leave as the smell of mildew was so overwhelming. While you were encouraged to use the ipad in the room to keep up with daily events, you were also encouraged to use the app which did not list the same daily events or restaurant openings. Do not take the info you see either place as accurate so just ask at the front desk if you really want to try a certain restaurant or participate in an activity. Speaking of ipad: use that to restock your mini fridge and to order room service. That was consistent. Food: the breakfast buffet does an incredible job as keeping folks distanced and hands free as there is a server at each station who loads your plate. The omelet bar is the best, as is the french brulee. Definitely hit the Sandbar for your lunch options of veggie, shrimp or turkey burgers. They wrap them up perfectly for carrying back to the pool or beach. Also keep an eye out for the jerk chicken kiosk which seemed to rotate locations most afternoons. The chicken just falls off the bone, it's so good! The best bar was Barracuda where Dowayne and Kerry Ann ran the tightest ship of efficiency, friendliness and entertainment. Along with Tanesha and Alvin at the pool bar, they were the gems among the staff, as many staff we encountered seemed to despise their jobs and they didn't mind letting the guests know. Dinner options are limited, but Portofino and the french restaurant are the only ones worth returning to. Definitely get the gnocci at Portofino! The sister resort St James is still closed, but the other sister resort Breathless is open and was the highlight of our trip (go check out the foam party at 3pm on Tuesday, Thursday and Saturday or their amazing rooftop bar!) We did find out from multiple staff that during our time there (10/14-10/21) that the resort ranged from 21%-31% occupancy (Jamaican holiday was 10/19) but they were not staffed accordingly which was very obvious with long waits upon arrival, and often times at restaurants or in food lines. While we are glad we took the trip as we met new friends, got great sun and lots of sleep, we would caution anyone headed to this resort to consider paying full price for half the amenities, food options and service you would normally receive. Thank you, COVID.

    Individual ratings:

    Cleanliness

    Cleanliness-3

    Location

    Location-4

    Service

    Service-2

    Memorable Birthday... Stellar Customer Service Experience

    Reviewed by milla_don_() on Oct 23, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I had the most executive and outstanding experience at the SECRETS WILD ORCHID for my milestone birthday. Upon arrival my spouse and I were waiting to be checked-in at the lobby area. At least 3 persons acknowledged us and informed us they would attend to us shortly as they were already occupied. One of the persons who welcomed us on the outside came in a few minutes after and opted right away to assist us to check in. Kevoy made it an exciting and seamless experience. Usually as a Jamaican being at a hotel in Jamaica its not always pleasant especially when the staff realize you're a 'yardy'. But Kevoy, made that a thing of the past. There was an immediate connection and a very engaging conversation with Kevoy followed. My partner had hinted to him that it was my birthday and he disappeared briefly and came back with a lovely bottle of champagne. When it was time to head up to our rooms the team who normally assists were occupied. To our surprise, Kevoy offered to escort us to our rooms right away as he carried our luggage in hand. After that brief trek to our luxury suite we felt as though we knew Kevoy for a longtime. The overall culture at SECRETS is astounding as CUSTOMER SERVICE is usually a sore point at many hotels for the locals. There was excellent reception at all aspects of the hotel from our servers Taj and Orville, the bartenders and most importantly our ROOM service team. These folks feel like family. They made room service an effortless experience of top class delivery. Kareisha and Shereene were phenomenal. You just never knew what they were up to! They even prepared a little goody bag for me outside of the usual courtesies offered at the hotel. The whole idea of my amenities wine was a thrill. Kareisha followed up on our requests and made sure to keep us informed if something was not available. The food was delightful, the scenery, the boardwalk area, the night activities. Only thing, we wished the food was richer, there was variety but depth of flavour was not consisent. Nonetheless, because of the overall experience we will be back! Again, a special big up to Kevoy, Kareisha and Shereene. It was also a pleasure meeting one of the managers Natanya who enlightened us that they strategically place an emphasis on WOW-ing the locals and they intentionally aim to make it special for their fellow Jamaican counterparts.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Service

    Service-5

    Perfect vacation

    Reviewed by daction24(Detroit, Michigan) on Oct 20, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Awesome resort, service was outstanding. Staff were extremely helpful and friendly. Felt safe with the cleaning and sanitizing measures. Entertainment was great, food and drinks were delicious;nice selection of restaurants and variety of cuisines.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Weekend Stay...Practice Patience

    Reviewed by FarAway674256() on Oct 19, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Secrets Wild Orchid has a beautiful property Pros: Great room Food was really good Pool and beach areas are nice Staff is friendly and hospitable also professional Clear water, saw alot of marine life (beware jelly fishes) Premium drinks Cons: Prepare to be patient! Check in and check out process takes too long over an hour waiting very long lines a bit chaotic, only 3 checking staff No dinner buffet, you have to pick a specialty restaurant which had the same menu for 3 days we were there They seem understaffed for the breakfast and lunch buffet so the lines to go in and get food were also really long Overall was a good experience.

    Extremely disappointed ??

    Reviewed by clintjreed() on Oct 19, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    I’d first like to start out saying that my wife and I love Secrets resorts. We fell in love with Secrets Puerto Vallarta a few years ago and rarely ever visit another resort chain. We recently went to Secrets Cap Cana in July in the Dominican and loved it. Puerto Vallarta will always be our favorite Secrets though. They set the bar for us. The service is top notch, the resort is immaculate and the employees are the best when it comes to service. Sorry Cap Cana, you are a close second and we love you. We have introduced our other friends to Secrets and they love it as much as we do.? Anyways, the reason for writing this review today is because we recently stayed at Secrets Montego Bay Jamaica. We talked up how amazing Secrets is and we convinced my friend of 30 years to meet us there with his wife. I’m not even sure how to explain this other than I’m extremely embarrassed to talk Secrets up after this visit. The Montego Bay resort is an utter embarrassment. I’ve never had such terrible service at any resort in my life. I thought Secrets had standards for all of their resorts, but I’m sorry to report that they do not. Something needs to change drastically at this resort. I would say they could use COVID as an excuse but we went to Secrets Cap Cana and the service and facility was top notch at an even worse COVID time. When we arrived at Wild Orchid, it took 2.5 hours to check in. It was a complete cluster checking in. The lobby is extremely small and was packed with guests checking in and maybe 4 concierges max. At all secrets we’ve been to in the past, you typically get a glass of champagne when you arrive and some one immediately takes you to a concierge who usually checks you in right away. Our friends arrived an hour before us and it took 3.5 hours for them to even get their keys. It was the worst checkin experience ever. One thing I loved about Cap Cana was that we were assigned a concierge for our entire stay. He constantly checked on us and was always available on What’s App to tell us what the nightly entertainment was and what restaurants are open. We stayed 7 nights at Wild Orchid and out of the 7 nights we stayed, our room was only cleaned 2 nights our entire stay. We are used to our room being cleaned no later than 1 or 2pm at Secrets. We typically come back from the pool and take a nap in our clean room before heading to dinner. At all other Secrets they typically come in to your room and make your bed again and put a desert in your room for when you get back for dinner. None of this occurred at Wild Orchid. Even our friends said the last two nights the room was never cleaned. We talked to other guests and they had the same experience. Unacceptable. We complained every day to the front desk managers but still we’d come back after all day at the pool and our room was never cleaned, dirty towels etc etc. it was almost comical how bad it was. They kept asking us if we were turning our privacy light on but we never once turned it on.? Enough of the terrible room cleaning staff, let’s move on to the room service and food options. First of all we were really sad to see hibachi was closed. Like everything else they blame COVID. We just went to Secrets Cap Cana in July and hibachi was open there. I’d have to give credit on the Italian and French restaurants, the food there was actually delicious. We were there almost every night and the service was great. Traci the hostess is very rude. The breakfast buffet was awful though. As mentioned before, we have been to other secrets, and we always eat at the Buffett in the morning. The food was very bad and the selection is just not what we are used to. We are used to the hostess handing us mimosas as we walk in the door. And when you get half way done, there is always someone there to fill it back up. So instead we found that Oceana was the best breakfast experience. Not many food options but at least the food was edible and good. ? Let’s get to the entertainment. The live music was fun at night. We enjoyed it. The only place to really hang out was the piano bar. We were excited for the piano bar but not one night did someone actually play the piano in either the lobby or the piano bar. It was annoying. The pool entertainers were great and we enjoyed Firestar and mr wonderful. Please give them a raise. Alvin at the pool bar was amazing. Our drinks were never empty. He’s the man!? The property itself is ok. A little run down compared to other secrets we’ve been to. Cap Cana is the most unique and prettiest. The lobby there is amazing. At Wild Orchid I noticed the public bathrooms around the property are always dirty, especially the pool bathroom. Paper towels on the floor, soap all over the counter. Paper towels always out. The pool bar tiles are falling into the pool, the deck of upper pool bar is practically falling apart and it seemed like they just repair one or two planks every few days as a band aid. The concrete around the pool is stained and should really be redone. We never made the foam parties at Breathless because they got cancelled because of the rain. They really need the foam party at Secrets like the other secrets we have been to and if the forecast calls for rain in the afternoon, they should schedule them a little sooner in the day. ? Overall we had a very bad experience. This wasn’t the Secrets experience we typically expect. This resort is very disorganized and although some staff are friendly many here are not. There is no sense of urgency for anything around here. The property is not up to Secrets standard. Jamaica is a beautiful place but Secrets Wild Orchid kind of tainted it for my wife and I. We likely won’t be back to any AM Resorts here in Jamaica. The experience we had was not worth the cost. Our trip was booked under Camille P. and Clint R. You can look that up and see our other stays. I hope Secrets does something to change this resort. And don’t use covid as the excuse because we just travelled to Cap Cana in DR 3 months ago when things just opened up. There just is no excuse for anything. Please fix this.

    Individual ratings:

    Rooms

    Rooms-2

    Service

    Service-1