TripAdvisor Traveler Rating

We got there early and we got a chance to check in early and start to take advantage of the food and the minute it is on the property or room was just OK , but everything else was amazing. We had a great time. The food was given real authentic Jamaican and also they have different kind of food. There was a lot of entertainment. The staff was great. The place was beautiful I couldn’t stop taking pictures. I am Jamaican and this place really represented us. I couldn’t believe a beautiful my country was definitely definitely coming back and fully recommend.

I’m normally not one to do public bashing but I reached out privately to Hyatt about my not so good experience at one of there locations… Secrets St James Montego Bay and their response was very disheartening. Here is my Story… I booked my Birthday stay online at the Hyatt hotel booking website and prepaid so I can benefit from the savings,after I booked I called the number on my confirmation email and told them I had an extra guest for 2 nights and asked the added cost,the gentleman told me an added $200, I asked if it’s the same price if I pay over the phone or in person at check in and he said yes. Upon check in the nonchalant front desk smirked when I told her what I was told and asked me for the person name,I told her I didn’t asked his name and she proudly charged me $683 for the added 2 nights. A big difference which I would of surly paid in advance if I was given the correct information. Next we booked tours at the hotel front desk ,we arrived at the location and wasn’t able to get on the rafts until 2 1/2hrs later,waiting in the extremely hot sun without an offer of water, they claimed they had no captains for the rafts,my question was if you don’t have captains why book so many bus loads of tourists. I stayed at the Hyatt Secrets St James Montego Bay for 4 nights with a cost of $3200. and that’s not including activities and tips ,that’s just for the all inclusive room and yet my room was NEVER cleaned, every day I had to called housekeeping to take care of our room.the first day they said our privacy light was on so I made it top priority to take a picture of the light off as proof and guess what the room still wasn’t cleaned. I reached out to Hyatt and they seemed interested in giving me a solution but sadly their solution was 25000 membership points…how insultive,that can’t even give me one night at any of their locations. It's important for hotels like Hyatt to prioritize better customer service and have systems in place to ensure that rooms are cleaned on a daily basis. Guests should feel valued and have their concerns addressed promptly and appropriately.

Overall I had an amazing time at Secrets and the workers were nice. Just needed a little more for preferred club members we pay extra for the experience and room quality so that just needs a little work other than that it was good.

Overall Secrets was wonderful! The food was excellent, the rooms need a little attention i.e. chairs have stains, fan needed cleaning. But I cannot say enough about the staff. Very attentive and accommodating! The pools were great and the swim up pool bartenders were fun. Amstar trips are very expensive as is the spa. He Jamaican mountain tour, $209 for the two of us was fun. We learned about their coffee, the agriculture of Jamaica and bees ?? . Relaxing and learned a lot. Buy your coffee there. Still expensive but cheaper than the resort. Sailboats and water toys, at resort, very expensive. Sailboat with a guide, for 20 mins, was $70. No thank you. Catamaran for all day was fun but be prepared for loud reggae music the entire trip including the 90 min ride back to the resort. Ricky’s was fun! Yes, I would go back. The people will bring you back ??

The bath tub was filthy, all 3meals of the day were gross, the hotel is expensive but run down, and there were roaches in world cafe (baby roaches at that). Very disappointed, this was my cousin and I’s annual bday trip.