We traveled to Secrets in mid June and Carlos Miranda was our Butler. He was fantastic and hands down the best butler we’ve ever had (we travel to Mexico yearly). He was so kind and on top of every question, concern and want that we had. He made our trip extra special and easy. We would go back just to see him and for the pool side tacos ??. We had a wonderful trip.
Jul 04, 2022
I am NOT an AI enthusiast. Having said that, my fiance' apparently is. As a new vacation club member, we were served beyond anyone's creative imaginations.
As residents of the entertainment capital of the world, we know a little bit about service levels and the exemplary attention to detail and graciousness of every team member at Dreams and Secrets is unparalleled.
From check in, to room quality, to resort amenities, to food choices, boom, bam, boom. All 8 cylinders.
A strong possibility exists we will be back.
Front desk needs better training of Hyatt policies.
Jul 03, 2022
I will say the serving staff has been out of this world. Everyone is ridiculously helpful and sweet.
Our trip started off bad due to the front desk though. My husband and I decided to plan this trip after Hyatt bought the AMR collections. We are not accustomed to staying at all-inclusives so we accidentally booked 1 person instead of 2, but we booked with Hyatt points and Hyatt states booking through points includes single and double occupancy.
Well, the front desk locked us out of our room within a few hours after checking in; I assume it’s when they noticed. They wouldn’t let us back in and said we needed to pay an additional “discounted” $200 per person per night. We tried to tell the front desk agent the Hyatt polices, but she insisted those are Hyatt’s rules and Secrets was different. We found the official terms and conditions on Hyatt’s website stating Secrets was included. We had to call a Hyatt representative to assist us. The rep on the phone helped us until we got it cleared out with Paulina, the front desk agent. Paulina never apologized for being incorrect. She hesitantly reactivated our key card after 30 minutes with her. We were wet in pool attire obviously trying to get back into our room to shower and get ready for dinner by the way. I feel like our situation could’ve been handled differently.
Our front desk experience definitely made our vacation start off on a bad note. I wouldn’t recommend Hyatt members to stay here yet, which is disappointing because we were excited about the Hyatt expansion. It may be a few more months until the AMR collection is more fully integrated and versed with Hyatt procedures.
Best crepes Bernardo
Jul 02, 2022
All types of crepes are delicious, Bernardo is awesome! You should try Nutella with banana and berries sauce or Nutella with penut butter and bananas also cheese cake flavor. Thank you Bernardo you are the best!
Jul 02, 2022
While the food was generally average at best, service throughout the resort was top notch during our entire stay. Breakfast at Market Cafe was consistently decent but we looked forward to being seated in Cesar’s section every morning. Cesar truly made us feel welcome and special each day. He always has a smile on his face and a supremely positive attitude. There are many reasons to visit Secrets Vallarta Bay again but the service and especially breakfast with Cesar would top our list. I now have an hermano en Mexico!