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Customer Ratings & Reviews
TripAdvisor Traveler Rating
1114 reviews
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Nov 18, 2024Wow!!
We had a wonderful experience here at Secrets Playa Blanca! From the room, to the amenities, to the restaurants and hospitality of all staff - especially Derian our building concierge. He made sure we were well attended to and helped us in attaining our vacation goals!
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Nov 18, 2024Beautiful Property with Major Service Flaws
The property itself? Absolutely stunning. The resort is beautifully designed, with high-end finishes and thoughtful layouts that reflect the premium price tag. However, looks can only take you so far, and the operational and service failures we encountered heavily impacted our experience. Front Desk Billing Error: At checkout, we were erroneously charged over $250 for spa services we never used. When we pointed this out, the agent confirmed he had removed the charges, only to run the bill through with them still applied. This error wasn’t resolved until we reached out via WhatsApp to our building concierge, who had to liaise with the front desk on our behalf. The unnecessary stress and back-and-forth over basic billing accuracy left a sour note at the end of our stay. (Minus 1 Star) Wedding Services: Our experience with the wedding planning team was a mix of slow communication and missed appointments. We had to chase the team repeatedly before arriving to confirm details, and once on-site, they missed an appointment on our second day. We waited 30 minutes past our scheduled time with no communication before an alternative staff member stepped in. This delay and lack of organization diminished our excitement and trust in the wedding services we were relying on. (Minus 1 Star) Vacation Club Sales Calls: Twice, we were woken up by early-morning calls from the "VIP Services" team, promoting a supposed $200 spa voucher. We were informed it would “take only one minute” to claim, only to discover it was a timeshare pitch with a catch: we’d need to attend a lengthy sales presentation. This disruption was unprofessional and disruptive to the relaxing experience we were expecting. (Minus 1 Star) On a positive note, the waitstaff, housekeeping, and maintenance teams were all warm and attentive. While the food was generally standard for an all-inclusive (highs included menu variety and creative plating, though lows included subpar sushi and overcooked steaks), the effort from these staff members was clear. Unfortunately, the resort’s operational missteps and lack of clear communication from management ultimately undercut what could have been an exceptional experience. We left feeling that the property is beautiful, but not somewhere we would entrust to handle our friends and family's experience, especially at the >$1k per night peak season pricing they'd be paying to attend the wedding.
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Nov 18, 2024
Below Par for Secrets Brand and No Globalist Recognition
I found this property to be a significant step down in terms of service from comparable resorts like Secrets Akumal and Secrets Maroma Beach. The check-in experience set a concerning tone. Despite arriving at 1:30 PM, our room wasn't ready until 2:34 PM. Instead of offering refreshments, we were directed to fill out forms that turned out to be preparation for their vacation club presentation - a deceptive practice that felt particularly inappropriate given we didn't even have a room yet. The culinary experience was inconsistent at best. While there were occasional highlights like an excellent foie gras, many dishes fell short of expectations. The beef short rib exemplified this inconsistency - well prepared one day at Seaside, yet inedibly dry the next day at both Seaside and Bordeaux. The oysters were disappointingly over-salted and questionable in freshness. The Italian restaurant was particularly underwhelming - from lifeless olive oil to uninspired bread, it felt more like an imitation than authentic cuisine. The Globalist status recognition was minimal. Only after raising concerns did we receive a modest upgrade to an ocean view room, far from the typical preferred club rooms offered at comparable properties. Our room was inconveniently located at the far end of the resort near the entrance, and our pre-booking request for double beds was ignored. Despite being promised a dedicated concierge service, we never once encountered our supposed concierge throughout the entire stay. The property has potential but needs significant improvement in consistency and service to justify its positioning. While the property has potential, the overall experience falls short of what we've come to expect from the Secrets brand, especially compared to their other properties in the region.
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Nov 18, 2024
Excellent hotel with great service
One of the best hotels I have ever stayed in, very grateful for all the services, the food, the place, the facilities are wonderful. I want to appreciate the whole team of the hotel for making a different birthday, our butlers Eddy and Franck were always aware of any need we had. In general a lot to say for this beautiful resort, recommended 100%. We will definitely come back Thank you
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Nov 18, 2024All the food is cold
We’re currently at the resort. Before we came, we had read on Facebook that the “hot” food at all the restaurants was actually cold. We are now experiencing that at everywhere we eat. It seems as though the food is prepared in advanced and brought out cold. It’s a shame because the food really hasn’t been good. Even the French fries are cold. It’s a beautiful resort with good service but they need to address this problem.