SECRETS/ST JAMES MONTEGO BAY, JAMAICA
My wife and I have visited two to three resorts a year for the past six years. We are very particular where we stay and the type of resorts we visit. In order not to inject our personal biases concerning the problems we experienced at Secrets, we spoken to a number of guests concerning their personal experiences. We ask them what they thought of the resort. Most stated they had similar or worst experiences than we experienced. In fact, on the bus to the airport a gentleman and his wife, sitting across from us, without any comments from me, started to complain about similar problems.
Check in Thursday July 22, 2010 Check out Wednesday July 28, 2010.
1. Arrived at Secrets at approximately 3:00 P.M. Our room was not ready. In order to check in we have to sign a waiver absorbing the resort of liability. The print was very small and extremely difficult to read. We were advised to check back in 15-20 minutes to determine the status of our room. We continue to check with the front desk in 20 minutes intervals. Approximately two hours later, I requested to see a supervisor or manager. The supervisor, I believe his name was Daniel. He checked on the room’s readiness and approximately ½ hour later we were assigned to room 3227.
2. Since we were celebrating our 32nd wedding anniversary, I paid more for an upgrade thinking I would get better room with a decent ocean view. We were assigned room 3227, second floor. Our view was obscured by a large palm tree. Through the palm tree, a small piece of the ocean, a small piece of the pool and a small piece of the Seaside Grill was visible. We requested a room change. We were advised that St James was overbooked and a room change was not possible. Nothing was wrong with the room’s layout, except for seven days we basically had no view.
3. When taking a shower, the water from the shower flowed over into the toilet and vanity area. I attempted to contact the front desk by pressing the front desk button on the telephone. We discovered the telephones, the vanity and toilet area, did not work. I personally went to the front desk to report the shower overflowing and the telephones not working. The person I reported to called someone on the telephone to report the problems. I was advised the problems would be taken care. I was advised until the telephones were repaired, I could use the house telephone. I replied that was not practicable situation. Each time I wanted to call for service(s) I would have to dress and come down stairs to use the house phone. Over the next 36 hours, I reported the same problems to the front desk. During these 36 hours, it was necessary for my wife and me to use the few towels available to clean up the water off the floor. After 36 hours, someone must have come while we were out and unplugged the drain in the shower.
4. The telephone problem continued to exist. After reporting the telephone for 3-4 days to the front office, I was advised that the telephones were serviced by an outside telephone company. This company only comes out three times a week. I was advised that the problem would be reported to them whenever they came out. No one could or would say when the company would come out.
5. The housekeeping was poor at best. There were two glasses in the room when we checked in and were never replace. We resorted to washing the glasses. The vanities were not cleaned nor were the toilet cleaned each day. The rug was not vacuum or cleaned. Not once was anything dusted. The glass covers on the furniture was never cleaned.
6. Two days before we were scheduled to leave, water started leaking from the vent be between the shower and the toilet. I reported this to the front desk. Later I was told the leak had been checked and we would have to change rooms for safety reason. We told we would have to change rooms although we were told that the resort was overbooked and rooms could not be changed. I was advised that someone would contact us shortly and help us move. No one ever contacted us nor did we ever move out of the room. I did not pursue the move because all we wanted at this point was for our stay to end.
Breakfast was fine, dinner was fine, but Lunch was horrible. The only two places listed for lunch in the daily activity paper, Sundial, were Seaside Grill and Oceana. The food was not good. In fact, I ordered a fish sandwich and it was so hard that it was difficult to cut through it. A lady seated at the table next to us observed this and stated she had ordered the same sandwich the day before and it was so hard she could not eat it. Lunch was buffet and the buffet was open with flies getting on the food. One day prior our departure, we were talking to travel visiting agent, Valerie Josephs of GotAGo Travel & Ent. A staff member, I believe his name was, Ronald Brown, came in and I told him the problems with lunch. I told him that lunch was so bad that we had start taking snacks from breakfast to our room to eat until dinner. Mr. Brown stated the Blue Mountain was open every day for lunch. I told him that we were unaware that the Blue Mountain was open. It was not listed in the “Sundial” nor was we informed by any staff member(s) that we had an alternate for lunch. Mr. Brown went and checked to determine if the Blue Mountain was open. After checking, he sent a staff member to inform us that it was open. The Blue Mountain lunch was fine although it was open only from 12:30PM until 2:30PM.
Cleanness left a lot to be desired. The table linen had stains on it. It was apparent that that linen is wiped off and not changed. One morning, at breakfast, the waiter knocked out a glass of orange juice on our table and the floor. The waiter got paper towels and attempted to clean it up. Also, the waiter got a dry mope and attempted to clean the floor. Orange juice got under the table mat. No one help the waiter attempt to clean up the juice nor did anyone offer to move us to another table. We took it upon our own to move. Later, with some juice still on the floor and under the mat, another couple was seated at the table we left.
The entertainment was great.
RESORT CREDIT COUPONS
The resort credit coupons, in my opinion, are bait and switch. The restrictions placed on their usage were unacceptable. The coupons were good for only selected services. When visiting the spa, we advised the three coupons, $40.00, $40.00 $20.00, could only be used one per treatment. Coupons could not be used for services of 30 minutes, special promotions, and packages. If you wanted to used the coupons for a massage, prices ranged from $120.00- $600.00, you would be required to pay a minimum of $80.00 for the least expensive massage.
The staff was nice and pleasant.
The Secrets has nice surroundings, but it must get its act together. I never write long reviews, however, we were so dissatisfied with our stay I felt compelled to write these lengthily review.
We will be returning to Jamaica, but we will not stay at Secrets. We could not recommend Secrets to anyone. Based upon the above, I would rate the Secrets a 1.5.
- Reservation Options:
- TripAdvisor is proud to partner with Expedia and Evoline ltd so you can book your Secrets St. James Montego Bay reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Secrets St James Hotel Montego Bay