The food was the one bright spot yet even there, the long waits and total lack of understanding of the options at the hotel. This protects neither the guests or workers from the hotel. They demand masks to enter any of the restaurant yet have you take them off the moment you sit down and everyone is massless while sitting at any of the restaurants. As a Hyatt globalist, i expect a certain level of consistently yet received none. Think long wait times and inattentive service. The service at the hotel can be characterized as terrible. Secrets misses on the finer points of service, class and guest experience. What a disappointing stay give the beautiful location. The secret is out… dated rooms and lackluster service is the secret the hotel is hoping to keep quiet. Were told 24 hour room service not available but then told yes poor communication overall with every worker along with different stories food is sometimes good sometimes fair only 2 bottled or can beer served (Dos Equix and Amstel Light) This resort is in no way a 4.5 star at best a 3 star Ocean is very rough not resort fault Towels in room old and frayed along with beach towels. Unable to check in at 2PM due to room was not ready BUT it's low occupancy!! Fresh pineapple drinks along with fresh coconut drinks served only to a select few. Found out from other guests (Mexican National guests) they paid A LOT less than we (Americans) paid guest threw up in swim up bar after being over served and was told by bar staff he didn't throw up in pool, which WE SAW!! Some waiters are put out if you request extra portions of your meals some restaurants were closed due to "LOW OCCUPANCY" but funny how price of stay doesn't reflect. The hotel room is dingy and old, the furniture needs updating, pillow cases smeared with mascara the restaurant Castaway the furniture again is old and dingy its original color of white is now yellowish with the rattan pattern fraying and poking you. I just returned from staying here 08/01- wow how disappointing decided to do the "preferred" and what a joke! The preferred for drinks is in the front lobby ONLY and very inconvenient to guests, the hor dourves are small cheese plates or sandwiches.
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