TripAdvisor Traveler Rating

This is an open letter to Gabriel Felip, President, Americas,Hyatt Hotels Corporation. Why are you doing this to your employees and future customers and most of all the secrets Hyatt brand? From pictur...es of your resort on website imo they are fraudulent come on make it stop. This was the second time my wife and I visited last time was in November 2023. And we knew you had challenges after Riu sold to you after brutal hurricane. We gave you a mulligan the. Not now. We stayed both times in building 1 on 3 floor. So we had no issues with mild like the building across which it's hilarious how you still rent floors 2 and 3 while floor 1 is completely closed and that's where the major mole problems are. Most people don't notice nobody swimming out of room unless it's pointed out to them. The swanky pictures you have in website are fraudulent. You have no swim up bar. Closed. You have no restaurants they share with what seemed to be a ballroom. The one with swim out from room with mountain in background photo shopped I have supplied my version of the picture and it's not even close. The beach is littered with seaweed and as I know this time of year happens many beaches however you have no crew to keep up everyday. Winter next to nothing like this it's seasonal. The pool area floor is not cleaned everyday you have iguanas walking around all over the place and excrement all over the floor even on pool ledge. Most times that excrement is there until next day. I was in the pool one morning and one of the buggers swam right by my head. The barefoot grill one of the best spots to grab a bite located on pool ground I would give them 10* the chef and server are adorable. The buffet is not one of a 5* hotel for dinner service. For breakfast and lunch it's much much better. The dinners, as I know the employees work very hard they can only work with what they have are terrible ambience. Situated not in restaurant luxury and comfort but a run down stuffy ballroom with terrible lighting. The entertainment for distraction is something taken from you tube as they play a screen showing drone flying over some land the commercials that come with the free clip are disgusting. What could you be thinking? Your company cannot in over a year fix a room up to have a nice restaurant? Oh you'll say the real restaurant in renovations near beach? Ahh ok I'll tell you in a week I never heard or saw anything that sounded or resembled renovations. The food served at the ala carte are ok and not so bad the steak night I was impressed as my steak was dead on as I ordered . The wine you serve is very good compared to other places I gave it a 5* as it's actually real wine not like other places. And for no extra cost. Some of those cab sav bottle I have at home that's how I know. Our room in building 1 on 3 rd floor was couple of doors away from last time. The mattresses are wonderful the pillows very good housekeeping, excellent, we never had an issues both visits. The room is large balcony very large, we had both times face garden and for visitors this is what I recommend. We felt bad for people in the other building with the mild issues and bugs we had none of this. The main bartender Alesia is a hard worker that makes any drink you like bang on. Only thing is for some reasons mosquitoes love to next there. Cafe Coco is a pleasant place to visit after the day at the beach on way to room it has nice snack sandwiches and sweets with great coffee and teas. I never went to preferred since I knew what you would get from first time it's basically a waste of money. I'm sure it is ok looked good to me. The entertainment at night is different one man show singers that depend on hydro as they pretty much singing karaoke while playing guitar along with the tape. No hydro out of business. That brings me to the night hydro all over the city went out. Was not resort fault then even homes in mountains went off until they kicked on their generators. Took about an hour to come back on and as it was around 6 pm wasn't that dark. However just as we were in the ballroom having our desert which was a lane cake and no lava the power went out again the servers had to run into the walk ways to get stand up solar light to bring into ballroom so people could see and eat. Hey, don't you have any fire codes down there? At no time did any emergency lighting come on when power went off that is clear danger in any room. That junk doesn't fly in building codes we have in Canada. The power was off nearly 2 hours and we went to ask General Manager Bernard about maybe using the generator if he didn't mind too much and we were told generator not operating. How nice Hyatt! Oh for next two days the elevator screen still showed date 1970. The shuttle from airport to resorts d back was sane chap. It is a disaster waiting to happen. Small shuttle fully occupied with no luggage compartments under shuttle so the first rom and seats next to driver is where the luggage are placed and any extra luggage rolled in isle so basically if there was an emergency in shuttle we are all toast. Come on Hyatt I know roads tight maybe two shuttles instead of one? I feel you have a diamond in the rough there a real potentially amazing place with a bit more investment the weather is very good there and it's in the part of the island we like that is kinda toned down they the Dutch side. Real place to relax if you don't like the boom boom resort experience and if your looking for that folks not for you. If you like laid back this is it. Hyatt you need to upgrade and fast renovation need to be done don't fool the consumer we talk to each other this way here and you could be put out of business and employees laid off no fault of their own, except yours. The mountains is a setting around the resort I have never seen anywhere else and I have been to most places in Caribbean and around the world. Why spoil that experience with subpar offerings. The food served in ballroom is worst, you are insulting your guests. We saw same employees this time as in November 2023 and we recognized each other which felt awesome, however would we come again? Yes, but not until you renovate the place and show true accounts this has been done not fraudulent photos on your website. We love the setting near beach one of a kind, but everything else is not worth price you charge as a 5 star. So you sent me a survey on experience and I filled it out. I need you to take it very seriously so I wrote the longest letter I have ever done to get Hyatt to wake up as this could me one awesome destination resorts if you show a little more love. Show me and I'll be back.

Do NOT stay here. Secrets no longer owns it, the hotel was sold. Most of the restaurants are closed, there is no actual swim up bar. Cockroaches in the rooms. Grounds unkempt. If you have booked, do yourse...lf a favor and cancel. It is not even worth one day.

The room was filled with mold, had visible hair, peeling paint, and a strong odor of mildew. These conditions were not only unpleasant but raised concerns about health and safety. The food was consistentl...y subpar. At the Preferred Club bar—while the customer service was commendable—the environment was lackluster. The food options were picked over and appeared to have been left out all day, and the alcohol selection was disappointingly limited to bottom-shelf offerings. If Preferred status is meant to come with elevated services, that should be clearly reflected. A designated bracelet or band could easily signify that status across dining and bar areas. Additionally, a reserved or exclusive seating section near the pool would have enhanced the experience. The swim-out pool was unkept and unsanitary, which was particularly frustrating given its premium cost and placement.