TripAdvisor Traveler Rating

Excellent service, tasty food and lots of options. Our concierge Jenfry went above and beyond for us. 100% recommend

Unbelievable trip celebrating our wedding Anniversary with my husband Paul. We truly enjoyed the variety of activities and choice in dining and entertainment. We want to give a huge shout out to the most amazing entertainment coordinator RAISA - she went over and above anyone’s expectations with a beautiful smile and attitude everyday. She greeted us and knew us by name after one day. Also a great shout out to our amazing beautiful cocktail server MADELYN At the Infinity Pool, she never missed a beat . Always happy positive and kept us smiling. The only down fall of our trip was our butler ANGELO we’ve never been to a resort where you have a private concierge and we were excited for that experience. Well it definitely was a disappointment having him. He had no personality we barely saw him and didn’t feel like he really cared about us while we were here. Aside from his daily routine automated text. And a couple of reservations we asked for he was just nothing to be excited about. Wish that could have been a better experience. ANOTHER disappointment was on our last day we set out our towels and left to go get a coffee we were done 15-20 min and when we were walking back a security guy had all of our things and took our towels. There was absolutely no reason for that . There were dozen of chairs that had a hat no towels our personal things that sat there empty for over 2 hours and he never removed. His attitude was repulsive. We would definitely come back again in Dec -March months when the beach will Not be covered in seaweed we were also disappointed due to not having any access to the ocean . Which is what we were looking so forward too, we did end up going to Saona and had a fantastic beach day on gorgeous blue water and white sand beach.

**Disappointing Room Experience – Not What I Expected From a 5-Diamond Resort** I recently stayed at Secrets Cap Cana from September 5th–8th and, unfortunately, my experience with the room was extremely disappointing—especially considering the price point and the resort's 5-Diamond designation. I want to be clear that my complaint is specifically about the room and the experience surrounding the room upgrade. I did not have an issue with the concierge or the resort staff overall. However, the room experience significantly affected our vacation. When we arrived after a long flight, we were offered an upgrade to a Premier-level room with a better view and additional benefits. We agreed to pay the extra cost because we were told the upgraded room would provide a better overall experience. The first issue was that we were told the upgraded room would be ready within about an hour. Instead, we waited almost **two hours**. What made this particularly frustrating was that the original room we had booked was already ready. Had we not paid for the upgrade, we could have checked in immediately, changed, rested, and started enjoying our vacation. I was also pregnant during this trip, so after a long flight, being able to get into our room, change clothes, rest, and relax was especially important. Unfortunately, the biggest issue was the condition of the upgraded room: **there were ants throughout the room.** They were not an isolated occurrence. The ants were on the furniture and repeatedly got onto our belongings and anything we placed on the furniture. Housekeeping cleaned the room daily, sometimes twice a day, but the ants continued to come back. I reported the problem and asked about moving to another room. This is where I feel it is important to explain why we ultimately did not change rooms. I was made very aware that changing rooms would either involve a **lengthy wait or potentially not be possible at all**. I was told that we could either wait for another room or have maintenance fumigate the current room. Because I was pregnant, I was not comfortable having pesticides or harsh chemicals sprayed throughout the room, so I was advised that having housekeeping thoroughly clean the room again would be the better option. At that point, moving rooms would have meant packing up all of our belongings again, waiting for another room to become available, moving everything, unpacking, and trying to get settled all over again. Considering we were only staying for three nights, this could have taken up a significant portion of our limited vacation time. We had plans for lunch and dinner and wanted to actually enjoy our vacation rather than spend hours dealing with a room change. We also needed time to change clothes and freshen up after traveling. Being told that we could potentially be waiting for hours for another room after having to leave the room we were already in made the situation even more impractical. I ultimately chose to have the room cleaned again because, based on what we were told, it seemed like the least disruptive option for our short stay—not because the ants were acceptable or because I was unwilling to move. Unfortunately, **the ants were still there immediately after the additional cleaning and continued throughout our entire stay.** We essentially spent our vacation constantly dealing with ants on the furniture and our belongings. What was especially frustrating was that the resort did not appear to be anywhere near capacity during our stay. From what we could see, there appeared to be plenty of rooms and space available, which made it even more disappointing to be told that moving to another room would be extremely difficult or involve such a lengthy wait. For a resort at this price point, and particularly one marketed as a **5-Diamond luxury resort**, I did not expect to have to battle pests in our room throughout our stay—especially after paying extra for an upgraded room. The frustrating part is that we specifically paid more to have a better experience, but the upgrade resulted in a room that took significantly longer to become available and then had an ongoing pest problem that was never resolved. If you're considering staying here, I would strongly recommend carefully considering whether the room upgrade is worth the additional cost and asking detailed questions about the specific room before paying for an upgrade. In our case, I personally do not feel the additional money we spent on the upgraded room was justified by what we received. Again, I want to emphasize that this review is **not about every aspect of the resort or the staff**. There were staff members who were helpful, and I did not have an overall issue with the concierge. My review is specifically about our room experience and the fact that a premium room at this price level had a persistent pest problem that continued for our entire stay. For a luxury, 5-Diamond resort, I expected much more from the room itself. I uploaded pictures of the tiny ants on the furniture and I have videos as well of ants all over our belongings as they were hard to get a picture of so videos caught most of the ants on the furniture and out belongings.

Do not try to book Secrets and use your Amex benefits because they do not honor them! They wouldn’t even take the card for payment even through the reservation was made through Amex Travel

Upon arrival, we were warmly greeted by the staff. Our room was exceptionally clean and offered an excellent view. Our concierge, Johan, provided outstanding service and went above and beyond to meet every request. He made our vacation extra special by arranging specially prepared meals, assisting with off-site excursions, and ensuring every detail was taken care of. I highly recommend this resort for its excellent staff, beautiful accommodations, and exceptional service. If you stay here, be sure to ask for Johan!