Overall was excellent. The entertainment team especially!! I️ don’t remember all their names...Karla, Gabriella, johnathan, victor, Alex. etc!!!! They were all great!!! They would go out of there way to make you happy. Some of them were even mos treated by guests, and they still maintained professionalism!! Activities were perfect!! Night life was just enough!! And food was good!! Especially the sushi!!! Thank you so much, and we will be back next year.
"Second visit wasn’t as nice"
Was threatened a $200 deep cleaning fee because the maid said we smoked in the room. A woman by the name of Jessica called our room and told my husband she would be charging us extra because we smoked in our room. She said the maid ( not the one we had the previous 4 days ) said she smelled smoke. Neither of us smoked in that room!! We went to the lobby to dispute the situation and Jessica was very belittling and argumentative. She threatened to prove it and reminded us several times that we signed paperwork and has our signatures. We explained that our clothes may smell and she may have seen our empty packs in the trash, but we DID NOT smoke in our room. Our building concierge even went and inspected our room and said there was no smell at all. We never got an apology. The next 3 days of our stay was awkward and left us very uncomfortable. We brought our parents this time because we loved it 4 years ago. We intended to bring others in the future. This false accusation left a bad taste with us and we will find another resort next year. We paid for a partial ocean view and couldn’t see any ocean. The building next to us was under construction. It was loud and our balcony wasn’t very private. Several times we were being gawked at by construction workers. There were very good employees that pampered us but that Jessica woman ruined 1/2 our trip. Smokers beware. Don’t be bullied by her.
We had our wedding here. Stayed for two weeks with 20 guests. Had great time. Used the on site photographer and wedding coordinator. Would definitely return. Food was lovely as was the service. Thank you to all staff!
"Abusive staff "
I stayed here with my husband and family. While the hotel is nice, one of the entertainment staff members, Marcos was extremely threatening and rude. He made threats to my husband that were out of line. Marcos stated he was upset because he did not receive a tip from us the day before when he came to put one of the games away and we asked if we could finish the round. He then became irate and made demeaning comments to my sister in law. When we complained to the front staff, no one seemed to want to help or provide any assurance that he would not bother us again. Given the threats he made we felt very uncomfortable the rest of our stay. The hotel is not concerned with how it's guests are treated or for their safety. I would think twice before coming here. No one should be treated the way we were treated there.
"Practically Perfect! In-depth Review w/ SMB vs EPM"
Well, we are 'Excellence Hotels' lovers and just HAD to check out SMB for ourselves as they're always compared on travel forums. We have been to EPM, ERC, Beloved, and EEC and loved all of them. We've also visited SPM and SPLC (see reviews) and I will say the Secrets brand is very consistent. We wanted to go somewhere exceptionally nice to celebrate our 5-year anniversary so we chose this 5-diamond hotel. It is gosh darn perfect! We stayed in a newly renovated swim-up room in building 24... the renovated rooms are ABSOLUTELY GORGEOUS. Building 24 is in the middle of the resort, so it's an easy walk to anywhere. I read a lot about privacy concerns in the previous rooms... they've addressed this with the renovations. Now there are shuttered 'doors' that can enclose the entire bathroom and the toilet room is completely frosted glass with no 'peep hole' handle. Speaking of renovations, they were working on a building while we were there and you would have never known. They block off the area really well and actually place speakers playing really loud nature sounds and it surprisingly works to drown out construction noise! Our room was right across from the elevator/concierge desk, so it was not very quiet. And being on the first floor, we had neighbors above us who had lead feet, so for a week we heard a lot of stomping at all hours. We thought it'd get better after a day or two and it didn't but by then we just sucked it up and didn't feel like going through the hassle of packing up all our stuff again and moving rooms. This was the worst part about our stay but somewhat self-inflicted since we didn't bother asking to relocate. The room was well-appointed and we found housekeeping and turn down service to be on point every day! We also did an excursion and got muddy doing ATV jungle driving so we had some clothes laundered and they came back perfect and pristine! There was also a handheld steamer that worked like a charm to get suitcase wrinkles out of our evening clothes. We had emailed the hotel a couple days before and specifically requested a swim-out room in building 24, so it was nice that they honored our request. They had also decorated the door with an anniversary banner and we had fresh fruit and sparkling wine chilled and waiting. We requested that we not be given the vacation club presentation, as we've done it before in Cabo and they also honored that request. The check-in process was EASY! And we didn't do Preferred. They gave us the welcome champagne and cool towel and we were headed to our room within 15 minutes. Even though we had a swim-up room, we didn't use it once, so that was a bit of a waste. We just didn't have the time during the day because we were at the main pool and beach and then in the early evening it was too cold with no sun. It was unusually chilly the week we were there and I was cold in both the main pool and at the beach with the high winds. The beach is BREATHTAKING. And gosh darn perfect. Not an iota of seaweed. Sand that feels like silk. Icy turquoise blue water and plenty of palapas/loungers. The beach wait service was great and we wanted for nothing! The hotel's food and beverages are best of the best. Anyone who says the food is 'OK' or the food is bad... what do you normally eat''' Or what did you order'' EVERY dish from appetizers to soups to salads to main courses to desserts was absolutely delicious. The presentation was on point too. Heck, even the room service was outstanding! Hot and fresh upon arrival and very tasty… even at 2am!! At first we went with what everyone else recommended and did French and Italian - incredible! We did the sit-down Asian and it was also phenomenal. We were going to skip out on the Mexican but decided on it for our last night and were so glad we did. We met Gabriel and he was one of the staff members who stood out to us. He found out we were celebrating our anniversary and put together something really special for us with a couple off-the-menu appetizers and a beautiful dessert at the end with well wishes written in chocolate. THANK YOU, Gabriel!!! We also really love the dinner buffets on the lawn and did two of those - one was a BBQ theme and the other an International. The buffets at Secrets are about as good as buffets come. Yes, I will agree with some other reviewers that their food can be a bit on the salty side, but not so much that it detracts from the flavor of the dishes. Again, there is a lot of variety and options for everyone. We also wanted to give a shout out to the food and wine concierge - JANET! She was such a sweetheart!! We bought a bottle of wine each night for a private table at the front of the shows and thought it was worth every penny! Janet recommended some great wines and it really added to the overall experience. I read people complaining about this on here... just say 'no thank you' if you're not interested and move on. They don't hound you or hard sell you at all. Janet was extremely friendly and professional and we were grateful that she approached us at the pool the first day to offer this to us! As far as drinks, they had all the good stuff... Ketel One, Grey Goose, Makers, Jack, Crown, 1800, Don Julio, Herradura, etc... the best cocktails were made in the lobby bar and in the restaurants. Pool and beach drinks were good for what they were... they don't have time to put TLC into a perfectly hand-shaken margarita. The house wines were also fine so there's no need to spend extra on other bottles if you don't desire. Let's talk ACTIVITIES... this hotel had more activities than we've ever seen! SO much fun... putt putt, a trampoline, life-size pool table with kickballs, ping pong, tennis, corn hole, badminton, horseshoes, croquet, frisbee, volleyball, flag football, beach soccer, water basketball... I could go on and on... The Entertainment Staff was who made our trip. We LOVED these guys and gals so much and were really sad to say goodbye! Thank you to VICTOR, ALEJANDRA, JAIR, and RICARDO for their hospitality! They were SO MUCH FUN!!! And most of them are new... Secrets needs to keep these kids happy. They do an incredible job and work from 8:30am - 11:30pm... and always high energy, always smiling, always positive and upbeat. They really are an asset to the hotel and deserve bonuses! I also hit up the spa on our final day and it was heavenly! I talked to a spa concierge on the beach and he was able to get me in that same day at 6pm and I paid $160 for an 80 min massage... a great deal and money well spent. I did not do the hydrotherapy but everything else was spectacular! KARLA - thank you for the stress relief before my trip home! People talked about the mosquitoes and we did get bitten a little, but it wasn't too bad. I normally get eaten alive by mosquitoes and took bug spray to help alleviate. I just sprayed on my lower legs, feet, and arms before leaving for dinner in the evenings and was fine. Then one morning we go to the Coco Cafe (coffee house) and I got bit like 6 times sitting in there! Just bug spray at the beginning of your day and you'll be A-OK. So for our final assessment of EPM vs SMB... there really is no clear winner. Each has its pros and cons. The thing we love most about Excellence is that EVERY employee there is happy (down to the gardeners) and will make an effort to acknowledge you and get to know you. No one at SMB was unfriendly or rude, but it seemed like most were just doing a job and less interested in fraternizing with guests. We didn't really 'click' with anyone until our third day there and normally one of our favorite things to do is start getting to know the staff right away. Also, Excellence Hotels really does a great job making you feel special for being a returning guest. They always acknowledge and thank us for coming back, offer complimentary upgrades at check-in, keep record at the restaurants, etc... and there is none of that at Secrets. They don't know if it's your first or 20th time. I wonder if joining UVC gets any recognition' SMB by far has the better beach... food is spectacular at both... drinks are a little better at Excellence but not by much... sports bar/disco are way better at SMB... day-time activities are better at SMB. Night time entertainment is good at both, but a hair better at EPM in my opinion. SMB had a rock show (awesome), circus show (decent), burlesque show (meh), magic show (terrible), Beatles tribute (good), Motown tribute (ok). EPM has Broadway recreations with more dancing and theatre, while SMB has more singing and acrobatics. SMB has better buffets and EPM has a better pool with a 'lazy river' that goes around. SMB has better room service and food service at the beach and pool while EPM does not. SMB has a lot of 'extras' that you can pay for and EPM doesn't. EPM has a way better mini bar with snacks and multiple kinds of beers as well as full bottles of liquor in room… at SMB you have to be Preferred Club and still mini bar is lacking. Would we go back to SMB' In a heart beat!!
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM