Secrets St. Martin Resort & Spa

DO NOT BOOK THIS RESORT OR ANY OTHER SECRETS PROPERTIES. We booked our vacation for June and tried to reschedule due to the coronavirus. It took over 3 hours on hold and various emails before we made contact. We finally got a hold of Carmen Torres who was very helpful, and since I was on hold for over hour she told me to contact her directly so I wouldn’t have to wait on hold. I have tried multiple times to contact her with no response. Since then we received an email telling us our flight had been canceled and to contact them by phone or email because other flights were available. I have spent hours on hold, sent numerous emails and have never gotten any response. This company has no concept of customer service.

this place shouldn't be open yet, it was no where near completed. and everything was just kind of thrown together, what a shame because it's such a beautiful beach. I'm sure next year will be different

We stayed at Secret’s SM March 8-15 and had a wonderful time despite a few bumps in the road. The resort is gorgeous, food was delicious and the employees were wonderful. We wanted to give praise to some of our favorites that made our trip so enjoyable! ADELINA THRACILLE MARGARITA MELINE TANARSHA CAROL EUGENE EVENS

We booked our trip with the expectation the resort would be open in Jan. When we got there we found they were anything but ready to open. The pool was only half full, the hot tub was not working, was still not working when we left, they only had one building open and the room we got was not the one we booked. During our stay we had many concerns with the sanitary conditions. For one, the pool being half full could not be filtering properly. By day 3 the water by the swim up bar was turning green. Our first night there I witnessed the chef eat a mussel from the food bin, lick his fingers and then proceed to scoop the mussels into the ice bin with his hands. Our first morning there, we were open at 5 am by the fire alarm. We never saw any staff when were outside waiting to go back in to tell us what happened or that it was safe to go back in, this happened several more times during our stay. Day 2 they hit a water line while digging and we had no water in our room, the food on the buffet was never hot and made me nervous to eat it, and don’t try to plug anything into the outlets in the bathroom, it won’t work, no exhaust fans in the bathroom and the list goes on. The work on this resort is so poorly done. You can tell they were rushing to just get open. They should have postponed it. We were given a voucher for a return trip, but even so, it still was not worth what we paid. We expected a 5 star resort and we got a 2 star at best. The nicest things I can say about the resort is the location, the view is simply beautiful, and the staff. They were trying so hard to make sure our stay was as enjoyable as it could be. I am hoping when we return we have a much better experience and I will be able to give them a positive review at that time.

First let me say that we (two well-traveled senior citizen couples) were excited to book this Secrets, having had great experiences at sister resorts in other places and having visited the island several times. Due to construction delays we were not able to stay there (our arrival was the day before it opened) and were directed to and obtained other world-class accommodations for our stay. Lured by the promotional descriptions, we were anxious to see the all-inclusive resort for a subsequent visit. So, while on the island we drove to visit the resort in quite a remote northeast corner of the French side of the island. Met by the bellman, we were not allowed one foot into the open air lobby and we asked to speak with someone. We were rudely met by a lody who said "you can see the place when you are a guest." Understanding that this is the first week this resort is open, a lot of it appears incomplete (a renovation of a former Riu) and to turn away seasoned travelers was quite a rude awakening for two medical doctors, a teacher and a lawyer. Speaking with others during the stay, we know that other travelers (not people of color like us) were permitted to see the property. Hope the management better trains its employees and that this resort measures up to its sister resorts. We will not return.