TripAdvisor Traveler Rating

"Fantastic experience with the entertainment group at this hotel! The lively performances and engaging activities created the perfect vacation ambiance. Highly recommend for a fun and memorable stay." A big shout out to KARINA ALAN AND JESUS made our stay unforgettable ??

The pools and beach at this resort are beautiful but the staff really makes it special. Martha would help every morning with reserving chairs by the pool. Luis Moo and Edher made sure we always had plenty of drinks. Inocencio at the pool bar was also amazing!

The staff at the resort did an excellent job. They were very accommodating and friendly made you truly feel welcomed. Most of the restaurants were very good and service was great however we reserved a dinner for 8 at Portifino’s Italian Restaurant and they came by our infinity pool to ask if we wanted anything special we said yes a cake with happy anniversary on it to be served for dessert. We were aware it would cost around $60.00. They said we would like to help you plan a special dinner which included items from the menu never once did they say it was a cost of this. They made it seem like the cake was the only cost. We we got to dinner they selected a special wine for us. We told them the house wine was fine because we love the wine they serve. They said no we picked this wine for your special occasion. I didn’t think anything of it and thought they are really going the extra mile for us. After our meal they brought a receipt that we thought was for the cake which my partner signed. They never showed it to me. We I got to the check out I turned in the keys and they changed my credit card. On my way to the airport the charges came up. I had a $840.00 charge saying for wine and the $60.00 charge for the cake. I almost fell on the floor because I was only expecting the $60.00 charge. $840.00 is not the end of the world but it is a lot of money when you are not expecting it. Because of the lack of transparency and not letting us know the cost up front still insisting on servicing the wine they chose even though we requested the house wine I feel taken advantage of. I would have probably agreed to something around $400 or $500 since it was a special occasion but money was never discussed until the dinner was over. We usually get a wine list so we know what we are being charged for. This is unfortunately and unacceptable. We if I didn’t have the money to pay it. This group definitely needs training in communication with their guest. No wants to be surprise with a $840.00 receipt after the event. If it was not for this I would give this resort a 5 out for 5 on excellent service and accommodation. 1 person I would like to acknowledge of always going above and beyond for us is Valeria Carmona. She has outstanding customer service skills and is always transparent with any cost that will be included for the service she is offering. I can’t think of ever one time when we did not agree and continue to accept the request. Thank you for all you do for us Valeria. Also wanted to give a shout out to Karina, Martha, Diego and Jimmy for their excellent service. Our house keeper was amazing and always had a smile. Oceania, Seaside Grill, El Patio and Market Cafe all did an excellent job service was amazing and food was delicious!!! You all deserve 5 stars. Now if we can get the restaurants up top on the same page especially with their transparency to the guests.

Great staff, the preferred club seems like a bit of a non-upgrade. but the preferred check team was great. Every staff member was very friendly. pools and beach great, spa therapist was the best. First spa desk experiences a little off all others were great.

The best thing about this resort is the Staff! Everyone could not have been more helpful and willing to help in any way possible. I would like to give a specific compliment to the following people who go above and beyond: Jamie - Pool Consierge - he remembered us from our visit last March. Checked in with us every day and moved our towels (without us asking) to a better beach chair location. Also, Juan, pool server, was always smiling and willing to take care of us. We had breakfast every morning in Oceana. The following people were exceptional: Zarayda, David, Citlali, Manager Bonfilio and Hostess Sabrina. They realized it was our last morning and presented us with a goodbye desert tray. Mario: a waiter in Seaside Grill - tons of personality and made our evening so enjoyable. As I was being bitten by mosquitos - he brought over "Off" without my even asking nor realizing that was available. There was an exceptional waiter in the Bourdeaux but unfortunately, I lost his name. The Entertainment Staff are truly hard workers. They are on site from morning to night and certainly make activities more enjoyable. Enjoyed the live entertainment by the pool every day. Pluses: Staff, Food, Cleanliness of Pools, Service, Cleanliness of Rooms, beautiful beach. Cons: Waiting for the golf carts to arrive after the shows. You know when the the shows are over - why can't there be carts waiting to whisk you back to the main part of the resort? I put this in a review last March and apparently, we're the only people who was bothered by this as nothing had changed. Also, a few nights shows need to be looked at and updated to more popular themes. Also, there seemed to be a breakdown in communication between Secrets and Dreams next door. Reservations were made from the Preferred Club at Secrets for Gaucho Cafe a Dreams. We received a phone call telling us there was wedding and they could not take us. We made them for the next night. When we got there the next night, the wedding was actually that night! We also made a reservation from the Secrets Preferred Club for Portofino and when we got to the restaurant - there was no record of a reservation and some confusion. This needs to be looked into. None of these comments hindered our vacation in any way and are simply organizational details. It's a wonderful resort! However, rumor around the resort is that it is closing next April to be refurbished. I certainly hope that Hyatt Corporation takes special consideration to all the employees at this resort to ensure that positions are availble to them in other hotels. There are a great bunch of people!