AMResorts
Reviews and Complaints

My wife and I were promised 14 days at any AM Resort and 7 days at a Zoetry when we purchased a vacation package from Unlimited Vacation Club. The salesman, Gustavo Perez stated over and over that was the number of days in our package. He even gave us a map of all AM Resort properties and hand wrote in the margin we bought 14 days and 7 at any Zoetry.

We made a huge mistake by not immediately reading the contract. Instead, we read it upon returning home. The contract stated 7 days total and 3 days if we wanted to stay at a Zoetry proerty. Mr. Perez flat out lied! It has been a 2 year battle with UVI but they are not interested in giving what was originally promised.

I would strongly recommend to never buy a vacation package from UVI. They will lie to your face just to get the sale. The way Mexico has deteriorated the last 2 years with all the gang violence, this package has turned into a complete waste of money regardless whether they honor the original terms or not. Go someplace else!

Anthony D

I booked an excursion through this company to go to Costa Rica. I pre- booked an excursion that was not available when my husband and I arrived due to their not being enough people signed up. I have been trying to get a refund on the excursion! I called amstar several times and finally got ahold of them to be redirected to amr, which I used to book everything (hotel, flights, excursion). The guy on the phone did not listen to me and tried to forward me to the secrets hotel, and I stopped him to explain again that I am seeking a refund for a pre-booked excursion my husband and I did NOT go on through no fault of our own (not enough people). He had to put me on hold and gave me email to describe my case. I can’t even talk to people in person to get my refund! I have been trying to figure out how to get a refund back on my card since I returned from Costa Rica and I feel frustrated and stressed out! I am waiting to hear back from amr resorts to see what they say, but it SHOULD NOT take this long to get my $332 returned! There should be an easier process than this.

Can you give 0 stars? I booked to Dreams Sands Cancun through AMR in June 2022 for a trip in December 2022. Due to the violence happening at the time we decided in September 2022 that we just weren't comfortable going to Cancun at that time. We had purchased the trip protection so when we called it was a fairly easy process. We received our email the same day detailing the amount of our credit per person. It stated $XXX per person PLUS airline cost. I called today to book at a different resort, expecting to use my credit. We are going on a group trip so we had planned to stay at a Dreams resort for the first couple of days and then meet up and stay where everyone else is staying for the remainder of the trip. We had already booked our airfare and additional hotel stay. They told me I had to book hotel AND airfare through them and that was the only way I could use my credit. Essentially they are screwing us out of our refund. If the email about the credit had stated $XXX per person INCLUDING airfare, then I would have understood their requirement but that is not what was stated! I'm absolutely furious and completely disappointed in their terrible policies.

I booked a stay at Dreams on May 28,2023, a hr later I cancelled. I been calling customer service for the past 2 weeks for my refund and they continue to male excuses. AMResorts were quick to take the payment out my account the following day after I had already cancelled. Now they telling me it will take 30ndays for my refund. Why do I have to wait so long for my refund when AMResorts was able to take it quick from my account. Today is June 10, 2023 and I am still waiting for my refund.

I have a serious complaint about the manager of the above hotel it took 4 days for her to talk to us

She was unprofessional did not say her name dress code unprofessional for the position she holds damm right rude to say the least for someone who has been to Dreams and Secrets over 25 times I have never been treated this bad . She should never hold the position she holds and if that’s the callbre of managers in your company I shudder to think where you will be in 10 years time The deputy manager Rachael was great see was understanding and deserves credit I will make my complaint official when I get home even take it further with a solicitor I am not annoyed with you manager arrogance

The above Hotel should be shut down as it does not meet the standards of AM Resorts

David Swindell

I book in Breathless Punta Cana lost year 9/30/22 for my husband birthday , when we get to our room the shower head was broken , no hot water and the room smelled like mold and humidity, my husband his a Army Veteran with condition we go to the front desk requesting for them to change rooms, they expressed that we need to talk to the supervisor one off the employees advice the supervisor that we need to talk to her , my husband try to talk to her completely ignore the attend, we stay more than 25 minutes waiting she never come to us , Additional the response for the smell from the front desk to solve the problem It was trying to cover the smell with incense, which I told them that was detrimental to my husband's condition, for which we needed to change the room. We should have a bottler who informed us upon arrival that he would go to the room and never arrived. So we have to take a shower in cold water, with the shower head broken and sleep in that room with that smell of mold. We have to called booking the third party to help us the hotel never answer booking neither . My husband wakes up feeling bad on his birthday. we checked up they never told us anything about charging the four days .They offered a better room and we told them that we had already booked elsewhere and that we would lose the money if we canceled, at 9am in the morning they had a room available after they made us spend the night in that room, we were completely ignored by the manager of the night shift. For our surprise they charge the four days instead of one night. Due to the bad time and having caused us to spend more money on transportation and booking at the last minute for another resort, they should not have charged anything, I am not opposed to paying for the night but not for a complete stay

We booked at AMR Resort Dream Sands resort Cancun for October of 2022. Someone called us and asked us to switch to NOW Emerald resort Cancun because Dreams was being renovated. They told us if we agreed to switch we would receive a free stay at Dreams Sands once the hotel was completed. This was a flat out lie! We called AMR who transferred us to NOW Emerald who then transferred us to Dreams Sands who did nothing but give us a run around. I have several emails promising us this free stay but we still haven't received vouchers. There was a very long list of guest who were promised the same thing and never received their free stay. AMR is dishonest and so are their hotels. Do not take their word when they make you promises!

I was called by SANDRA IGLESIAS JAGGER

DIRECT PHONE LINE: [protected]

I booked a trip dec 5th 2022- December 8th @ dreams Jade in Puerto Morales.

The trip included round-trip transportation from the airport, an 80 minute massage, a spa day, and all inclusive resort.

There was no one to pick me up from airport. I WhatsApp Sandra and she saw my message and then ignored me. Phone went to music. I called hotel and they didn’t have my name for reservation even though Sandra sent me a confirmation in email from AMR. She’s a horrible person. Do not trust this company.

I walk with a walker. As I was entering the main lobby, my walker made it through the door, but as I was in the middle of the doorway, the door shut on me, knocking me to the floor landing on my back. This was Dec 6, 2022 at 8:15 pm. The incident was reported to the front desk, and a life guard applied a cream to my back. I was told they would call a doctor if needed. They were very professional and kind. Today they reapplied cream to my back and said if I needed to see the doctor, my trip insurance would pay for it. This was clearly the hotel's fault with a malfunctioning door. I couldn't believe they were expecting me to pay. The young lady who applied the cream said the same door had completely closed on her two fingers last week. This door could kill a small child, or if I had hit my head, it could have been much worse. I'm very sore and this is definitely rendering our plans for our $3500. vacation.

vacation This is awful.

Hello,

I am writing because I have had no empty going to the “vip concierge “ desk. I paid for a master suite room specifically for a tub and jacuzzi (room 1600 allysia DIETRICH) which I was unable to use because they were dirty. I turned the jets on the tub and mildew came out. That was the last straw as I have not complained once but this has been the worst 4 days I’ve ever spent in a resort. The food is terrible, the beach is not even swimmable as there are crocodile warnings on the beach. We saw 3 stray cats, fruit flies in our room, coffee machine wasn’t restocked, and there are no times listed anywhere on your website for the pool being closed at 8pm. The only thing I was looking forward to was the spa. I brought my 8 yr old daughter with me on this trip. Most of my family left this morning. I went to the spa and they’re telling me that she’s not allowed to use the facilities with me- which is not something I was aware of when we booked. Since they attendant at the kids club left her crying and didn’t call me she did not want to go back there so I was unable to enjoy the one supposedly good thing about this resort. Since the pool closed at 8pm (insane) Dailey we have not even been able to use the pool.

I paid for preferred club amenities and the “extras” that were actually useable like the food in the lounge is almost exactly like the food in the buffet. I got sick from the smoked salmon the first day we arrived and my daughter barely ate this entire trip. We ordered room service and tried different things but the only edible item was a Caesar salad- which she was unable to eat because of the flies. This is not how I wanted my daughter to experience Mexico for the first time. I work in client service and have done events planning previously- this is not in any way preferred level service.

I paid $3700++ for this resort alone for 3 nights and 4 days. I feel that I need to be reimbursed for the preferred club con that was offered to us, and for the extra amenities in the master suite. I had to have pest control spray the room for knats, and there was a bug infestation in one of the hallways as well. We took pictures. It would have been nice to disclose the crocodile warning prior to us coming here as well. For the wedding my sister and I couldn’t even get ready because your salon was so understaffed we had to do the bridal parties hair and makeup

This is a formal complaint by Mr M.R. Hacking and Miss J.P. Jackson address given below. In 2018 we stayed at the Preferred Club at Secrets Resorts in the Dominican Republic. We enjoyed a fabulous holiday and the resort provided all the high qualities that the Secrets brand offers. On the strength of this experience, in May this year we booked a 19 day stay (09-27 May) at Secrets Resorts in St. Martin. Sadly, the resort completely failed to provide the level of amenity, quality and service we expected of Secrets Resorts. We complained to the General Manager, Mr. Bernard Mazet, who acknowledged our complaints and agreed that we were not given the level of standard that is the Secrets brand. He agreed in writing that we should receive a refund of seven nights of our stay, a signed copy of which we hold. We had booked this holiday through a UK travel agent Destination 2.co.uk Chester, CH1 6LT, UK, booking reference103356. We have provided all the details to Destination2 but despite repeated contact from us, they have not yet resolved the matter citing delays with their "supplier" whoever that may be. We would ask you therefore to assist in the speedy resolution of this matter. Destination2 did receive a small offer of 550 pounds sterling which we have refused in that it is not remotely equivalent to the cost of a weeks stay.

Good Afternoon,

I have had the worst experience of my life in your Cabo San Lucas Breathless hotel today and I will make sure to report this hotel in every way possible to express my frustration. I have visited Breathless and Secrets hotels in numerous location Cancun twice this year and previously this location in Cabo which we visited and hosted a large wedding 4 years ago. I walked into this location and i received horrible service by being selected out and sent to the lobby to wait for a representative while having the other members of my party be escorted to another location which they called ‘private client bookings’. My reservations was identical to hers but was i treated like crap and i would never want to come back and relive this experience. I reserved this hotel for my 40th birthday invited 7 other guests to book here to celebrate with me but from the second I walked in this resort I’ve had the such a bad experience that I wanted to cancel the booking and leave. The staff here have ruined my experience here at breathless and made me want to never visit another breathless location again. When my booking was done the agency did not list both names on the room even though I had booked the trip for 2 people so when I arrived at the location I was asked to pay double the price to add the second person on to the room. I should not have to pay double to add a second person to my room from an error that I did not make. The concierge kept on changing the amount of the charge which made me believe this was just a number he was making up. I’ve never had any issues in the past and I’m frustrated about this an I will make sure to post this horrible review to every social media and every website to show my frustration and unfair treatment from the Breathless Cabo San Lucas hotel.

Front Desk clerk name is Andres Ramirez

I need a response from the main office of Breathless/Secrets hotels and an apology for this horrible and unfair treatment.

Lusine Chomadzhyan

Another couple and my boyfriend and I booked rooms to celebrate our anniversaries at the end of September at the Secrets St. James Montego Bay. We booked well in advance, paid for flights, etc. As expected, Secrets requires a card in advance for a deposit, and then 14 days before the trip they charge the rest. I had an issue with fraudulent charges on my credit card at some point since booking and got a replacement card, so when Secrets tried to charge my card, there was obviously an issue. So they UNILATERALLY CANCELLED THE RESERVATION without contacting me. There was NO notification to try to fix it, I just got a cancellation message less than two weeks before the trip.

I called the AMR customer support line within an hour of the cancellation email to get rebooked at my original rate, and they said the hotel was completely full and only the presidential suite was available…which is way out of my price range. After multiple calls with different people and emails, the only solution they would offer me was to book at their sister resort, Secrets Wild Orchid at the current rates, which were over $1,000 more than what we initially booked.

I wasn’t allowed to speak to a supervisor to reinstate the reservation, considering they did not follow their own policies that were stated at the time of booking and in my confirmation email. They couldn’t tell me when the emails were sent notifying me that my card was declined and the support person I was talking with, Andreas, admitted that there have been multiple issues recently with people not receiving emails. He would do absolutely nothing to help me besides transfer me to the hotel. But every time I talked with someone directly at the Secrets St. James, they would say it wasn’t their problem and I needed to talk to the central reservation line.

We have been looking forward to this trip for several months, and all I wanted was to get my room back at the original price. For a large, luxury resort company, I can’t believe this is the level of customer service I received.

A bunch of friends and I booked rooms to celebrate a friends birthday at the end of September at the Breathless Resort Punta Cana. We booked well in advance paid for flights etc. They require a card in advance obviously for a deposit and then 14 days before the trip, they charge the rest. Well my friend Will, who is the birthday boy, had an issue with someone fraudulently using one of his credit cards at some point in the last few months so he got a replacement card. When the resort tried to charge his card, there was obviously an issue. So they UNILATERALLY CANCELLED THE RESERVATION without contacting him. There was NO notification to try to fix it, he just got a cancellation message. Which is not how it is supposed to work. All of us tried calling to figure out a solution. None of us were allowed to speak to a supervisor to reinstate the reservation considering they did not follow their own policies, and this is the AMR reservation line we are discussing which is crazy that such a big business can act like this. In fact my one friend spoke to a lady named Andrea on the reservation line and she said it’s their policy to never allow anyone to speak to supervisors. That’s their level of customer service and professionalism! They would do absolutely nothing to help us. The one lady said it doesn’t matter if we got notice or not because now it’s cancelled anyway so we would have to re-book at a HIGHER PRICE. So she isn’t even saying they sent the email giving us a heads up. None of them could say that. They only could say well it was cancelled and we sent you that cancellation email. This is a blatant attempt to just make more money. They’re trying to cancel as many reservations as possible so they can get higher priced reservations last minute. We told them we’re traveling as a group too and they did not care, did not try to find a solution. Ruins everyone’s trip. Will and his girlfriend are all out money for the flights. The rest of us might cancel now too since it was for his birthday but then we’ll all lose money too on flights. This company is just trying to price gouge.

Good Morning,

I have been staying at your Dreams Playa Bonita Panama since August 13, 2022. This has been the worst experience ever. Upon arrival we were told our room was ready, however, when we got to our room it was not. The food has been consistently under cooked, I cut into some chicken and it was still pink. The bacon is half done every morning at breakfast. Our TV has not been operating since we arrived. The front desk advised they would send someone, but they never showed.

On August 15, 2022, there was torrential rain, and the spa area have several leaks. The water pooled right at the steps which was a serious hazard.

On August 16, 2022, I went for a SPA treatment and when I went to pay, a $100 bill was missing from my wallet which was “locked” in my locker. I travelled directly from my room where I retrieved my money to the SPA. The only time my money was out of my site was during my massage. Out off all the money that was their only the $100 bill was missing. I noticed you have cameras throughout the resort, therefore, you can see my movements, as well as the movement of your staff. It should be noted that most of the locks on the lockers show signs of tampering. I also found it ironic that all of the SPA staff was standing at the front desk when I exited the back. I didn’t want to say anything until I returned to my room to see if I got my money mixed up because theft is a serious accusation. Upon double checking, my money was in fact missing. This is very disheartening, I came for a nice relaxing vacation and ended up the victim of a crime.

You need to be fully aware of the type of establishment you are operating. This is definitely a resort I would NEVER patronize again, nor would I recommend it.

--- Original Message ------

From: "Leigh Power"

To: [protected]@amresortseu.com; "E Power"

Sent: Friday, 12 Aug, 2022 At 10:20

Subject: Re: Power family - room 178

Good morning,

I am contacting you regarding an incident that happened at your Alua Bay Palma Nova hotel. The accident has been recorded with the hotel and I have been advised that the assistant manger has compiled a full report of this incident.

On the evening of 5th August around 8.00pm, my family and I were leaving room number 178 for the evening hotel entertainment. My grandson (8yrs) and I had just left the room and were approaching the lift, when suddenly my daughter came out of the room screaming for me to come back. Upon returning to the room, my wife was standing with blood streaming from her legs - I soon discovered the glass dividing door had exploded. I got my wife and daughter out of the room and told her them to remain outside while I found the hotel staff. My grandson and I went to the reception desk and explained what had happened, the receptionist came with us back to the room to investigate. Upon seeing my wife in pain and the exploding shards of glass covering the entire room, the receptionist asked us to follow her back to reception. Two members of staff asked if we would we like to go to the hospital, my wife stated no, but could she see a doctor. At this point, we were advised that it would be expensive to call a doctor out and it would be advisable to visit a local doctor surgery. Under the advisement of your hotel team, we ventured out of the hotel in search of a doctor. After 40 minutes and attempting 3 different closed surgery's, also observing my wife was in more pain due to the increased walking, we returned back to the hotel and informed the staff that all the local doctors were closed. We then asked if they could contact a doctor. Again the cost implication was mentioned by the hotel staff, but the doctor was finally contacted. At this point, my family waited in the reception area with my wife sitting on a chair securely holding tissues on her cut legs. The doctor arrived after 2 hours, during this period of time no member of staff assessed my wife's condition - nor did they carry out any first aid assistance.

The doctor attended to my wife in our room and after removing several shards of glass from her legs, she was advised to rest the following day and avoid any contact of water for a couple of days.

The fee for the doctor was £170 euros which was paid immediately, however surely this cost should be covered by the hotel and not referred back to our travel insurance.

Once the doctor had left, the receptionist informed us the room would be cleaned and we were given a overnight stay in the sister hotel which again, my wife then had to struggle to walk to.

The following morning at reception, I asked to see the manager. Around 10am on the Saturday morning the assistant manager met us at the reception and the accident was explained.

She apologized for the lack of support/care from her staff and agreed that venturing out looking for a doctor, was ill-advised by her staff.

We were given a new room (591) and upgraded to a breakfast banding.

My points of concern:

1: After the accident occurred, why did no trained first aider assess this situation?

2: If a doctor was requested, why wasn't they contacted immediately - as the accident was a direct fault of the hotel?

3: After seeing my wife in pain and blood streaming from her legs, why did the staff advise her to walk to the nearest doctors surgery?

Therefore to summarise:

Besides the trauma we suffered, we lost 3 days of our 7 day holiday, as well as several personal items including towels, dresses and my grandson's clothing, that happened to be on the bed at the time of the incident, this clothing was discarded due to glass shards that were embedded into the fibres.

At this point, I will await your reply prior to contacting any 3rd party - or legal representation.

Regards

Mr Power

[protected]

eddie.[protected]@btinternet.com

We made a reservation June 10. We cancelled the reservation July 18. I purchased travel protection. I asked for a refund on the card I used. I received a travel credit which is not what I wanted. I spoke to someone August 1 and was told it would be at least 15 days before I received the refund. Still no refund. Everyone keeps giving me a different date that I will get a refund as I have already called three more times. Very very very frustrating.

To whom this may concern,

This wee my family and I (18) guest are visiting your Dreams Curaçao. And disappointed is an understatement! The quality of the hotel does not represent the AMR brand.

1)At the buffet brides are eating the food and the staff doe t Change the food, that’s unsanitary and goes against your entire cleaning policy.

2) i’ve called the maid staff to clean our room because it was evident that the room was clean mediocrely there’s here all over not from me or my guess I’ve called three times and still no one has come this is ridiculous and unsanitary again.

This list can go on, I’ve stayed at man Dreams resorts before and never experience this this is unacceptable to your band. The hotel is not cheap and I expected more!

My family and I travel in big groups often, I am not sure we will be Dreams guest ever again.

I would like to discuss these issues with a manager soon.

Unhappy Customer,

Good afternoon,

I am contacting you because I need a manager or senior leadership to contact me in regards to an ignored incident at Secrets Playa del Carmen. My name is Angela Jackson and I was a customer that checked in on July 14 - 19. I stayed in room 3716 with my husband DeAndrae Jackson. And, it was our 18th wedding anniversary.

I would like to start off and say the resort is beautiful. It is brand new and it was not overly crowded and the service was good until I reported an incident where I almost drowned in the lagoon. I reported it to the concierge and to some staff that sat in the area where you check in-and-out. Please note, aside from telling the inside staff I saw a lifeguard (a few days later) and I let him know as well that he should be readily available in the lagoon area and by all pools and he took a note on a piece of paper.

Back to the day in question I was in the lagoon and there was an immediate drop and I was drowning (completely under water, gulping water, unable to get back above the water) --- meanwhile my husband was taking a nap and just so happened to wake up and saw me drowning and he immediately ran into the water to save me. In the process he lost his BOSE earbuds worth $300 and I lost my bracelet. He could not get back to the bottom to save our items as his concern was me and my safety.

But, again nothing happened when I reported it, just a normal 'I'm sorry that that happened to you' and we will look into and you may possibly get a credit. I cannot swim and there was no signs in the lagoon that indicated there was a drop in the water of 7 to 9 feet. I was walking and then I immediately dropped with the water over my head and no lifeguards on duty I was under for a while gulping water and could have died if not for my husband. Several people came up to me that day and days throughout my stay mentioning that they saw me --- whether they were sitting at the bamboo restaurant or walking by, they saw the incident and they said to my husband he was so awesome and great and reacted in such a timely manner. And, they all specified the danger and the irresponsibility of the resort to not have any identifiers in the lagoon area for that drop.

That situation could have turned out so much differently and no one has taken accountability or even spoken to me about it. When I went to check out yesterday on my way to my ride I stopped by the concierge to ask for an update on if my items were found (since the pool is cleaned everyday) and can you believe they took a phone call in the midst of me speaking with them, therefore, I was not even a priority and their attention was not on me who was syanding in frint of them at the time.

So, needless to say I am highly disappointed in this new Secret's resort and that tarnishes the whole brand for me. I have been a customer of Secret, Breathless and I wanted to continue on as a customer, but the way this has been handled is very disheartening. Someone needs to contact me and rectify this situation ASAP and insure me that there will be signs put up, because not for my own well being but for others in the future.

My reservation number is HD1100S3. I was billed for my deposit on 6/8/2022 in the amount of $ 1,341.12 which I agree to. At that same time I was also billed for my final payment on 6/8/2022 for the amount of $ 10,528.51 when it is not due until per your booking confirmation until 12/25/2022. I called and talked with your representatives, and they stated because I chose the Travel Protection Plus - full travel credit they cannot refund to my credit card.

The fact is your company for what ever reason chose to bill my credit card before the actual due date of 12/25/2022. Some one in your company made an error and I just want you to correct it. I would suggest you look up the Booking Confirmation that you sent me.

Ronald E Wade [protected]@comcast.net Cell telephone [protected]

We could not make the flight to start because the airline agent didn't return my passport and when I went back to get it, it could not be found. So without a passport I can not go to Dominican Republic. The next day I called my agent who booked me and was told I had to call prebooking department. So I called the 800 number and the guy said to file a dispute to get the two nights the resort penalized me and that I still had my flight credits but lose the transportation. So I did it was denied, I called tripmate they said the I had part A protection not part B, mind you I never was told anything about part A/ B when I got the travel protection. She told me I had to get with AMR and they should be able to credit me. Since the week after our wedding which was April 9, 2022, I have called multiple times a day and almost every day trying to rebook, not to mention have been transferred and spoken to probably the whole staff in every department. Then I was told my flight credits were expired, that I had to call them and see if I can get them back. So I did and I have email confirmation on it. Called AMR back now there's an issue with me rebooking I have to wait for email from resort manager saying I can rebook the two penalized days with my 4 day. Well after a week of calling and still no change I called the reservation manager at resort and was told there no reason why they can't rebook, so she emailed them telling them rebook and they will adjust the credits. So I call AMR again, start the rebooking and he says he has to get confirmation to book 6 nights instead of 4 I explained and he still booked only 4 and said I have to wait for email from resort and as for flights I have to book it myself. Now I call airlines they tell me because it was a group booking (meaning flight & hotel) that AMR has to book it. I call AMR he tells me airlines have to book I told him what I was told and he says I just have to purchase another flight. So as of today which is June 21, I am right back waiting for email confirmation for a second time. I only have a 4 day booking when we paid almost 5000$ and they want us to pay more money, and most importantly we have yet to take our honeymoon.