AMResorts
Reviews and Complaints

I am writing you today to make you aware of a recent vacation stay I organized for my brother, Gerard Mule' and his wife, Francis Mule' for her birthday along with some friends.
They checked in Sat. July 20th and checked out Sat. July 27th. They were looking forward to this trip for a very long time and were very excited to go. They were originally going to the Dominican Republic but because of the recent tragedies there, they decided to not go and were referred to your resort.
To say the least, they were not at all happy with their stay. The service was terrible, the food was not very good and portions were small, you were understaffed and whatever staff they came in contact with seemed to be friendlier if they thought they were getting tips, the wait to be served was very long, there was no music at the pool during the day, their rooms were not cleaned until about 5 pm or so, there were only two soda machines they could find in the entire resort to get drinks if they were thirsty, there was a bocce ball court right in front of their room and was very noisy. They didn't want to complain too much while they were there and ruin their vacation but since I'm the one that coordinated the trip I would like to see them treated fairly and compensated in some way.
You are running a resort and for 12 people to come back all saying they were very disappointed is a sure sign the resort is not being run well. I'd like to know what you can do for them, please. Perhaps some kind of refund.
Thank you,
Ms. Angela Mule'

Good Morning,
As per our conversation earlier I am writing in regards to the incident that my family and I experienced. As you can see from
The booking information below we are a family of 5 and stood in 2 separate rooms at reflect. We booked an excursion through the VIP services at the hotel directly
with someone name Patricia. This excursion included a tour to the jewelry store and the shopping mall at their location. We were told to be at the pickup location at 6:30. When we arrived no one was there. We were undoubtedly frustrated but more so scared because we are in a foreign country. We were stranded far from the hotel and had no access to contact anyone for help. Eventually the people at the parking lot we were in, where we were told to go to, the employees there told us to go to another hotel across the stress called "Krystal Urban". Because both hotel are under the same franchise we hoped to get help from these people. When we got to the Krystal urban the manager there Juan called our hotel and gave them our name and room number. After giving them this information they blatantly said they they did not know who we were and had no idea what we were talking about. As a result we had no other option but to take a taxi back to our hotel. Leaving our lives in someone hands we never knew, we took the chance and trusted the taxi driver to take us back to the hotel. Finally when we arrived back at the hotel we expressed our displeasure with the VIP service desk only to be given the run around and told to come back day after day to speak with the VIP manager, Victor. One day he was sick... one day he was out to lunch. The final
Day we went down to see if there was any resolution. Instead they Juan and Melrose laugh in our faces as we told the story once again. Instead of VIP services expressing their deep sorrow for what my family and I experienced, we were instead shown a picture of the pick up spot and told it was our fault for not being there. I have traveled all over the world, stayed at numerous AM resorts including breathless, dreams and zoetry. I have also stayed at the Riu, iberostar, Barcelo, and countless other hotel chains and I have never seen such poor customer service and treatment if guests. No apology, no resort credit... just indifference and shoulder shrugs. I am extremely disgusted to find out that reflect is also part of the AM Resorts. I have spoken to another family who experienced a mishap at the air port ... no fault in the part of the hotel.. but were comped a night and offered spa services.. a far cry from the way my family has been treated. Since it is clear through the staff here that nothing will be done to correct this on site, I am reaching out to you. I hope that at least you will offer my family a sincere apology for this terrible experience and the poor customer service we received and will never stay at another AM resort if the corporate office takes the same approach.

confirmation/booking number: 3250122
Hotel Name: Reflect Krystal Grand Cancun
Dates of Stay: July 25, 2019 - July 30, 2019
Under the last name: Ba/Seck

I have been at the Now Larimer resort in Punta Canadian for the last 14 days. Upon arrival we found half the hotel closed for renovation and for the last four days have been bombarded with construction noise from 8.30until 17.00 Over half of the restaurants have been closed on alternate nights meaning a queue and wait averaging over an hour and half to enter the restaurants. No mention of any building work or restaurant closures where mentioned at the time of booking or at check in nor has any apology or explanation been provided by the local management. I have raised these concerns with my tour operators British Airways as neglecting to inform guests of impending renovations and the withdrawal of facilities is a serious breach of tour groups code of conduct. I am aware of at least one family who arrived on Friday being moved to a different resort as the tour operator found the conditions unsuitable. I tried to raise my concerns with the staff in the privilege members lounge but was met with a shrug of the shoulders and told the manager wouldn't be able to help. I wonder if you are able to provide an explanation as to why you believe it is acceptable to bombard paying guests with construction noise withdraw half the facilities and not provide them with any prior notice explanation or apology

My sister and I booked vacation for the week 11/20/2019-11/25/2019 (6DA000SP). Our reservation was booked. We realized that Thanksgiving week was the following week, which is what we thought we were booking for. I left several voice messages and email for the representative that we'd booked through, to make the changes. This was over the course of approx. one month. When he got in touch with me, on 6/5; he let me know that he had created another reservation for us for that week (ED0000SP ). I forwarded the info to my sister, and she agreed to go ahead with the new reservation. I called him back the same day to pay the additional $150 deposit for the change, with no response. I emailed and called repeatedly, no response. On June 7 I called, repeatedly, to speak to ANY agent and no one answered the line, for over 30 minutes each call. This continued for a few more weeks. When I finally got a representative on the line; she said she would handle the reservation. She cancelled the initial reservation, and then proceeded to tell us that $1500 down. Unacceptable when the difference was only an additional $150. I used this company on my last trip to Jamaica, with no issues. I am not happy with the lack of service this time around. Agents relaying different information and disconnecting calls that require me to call back and have extended wait times, each time. We are now at square one and have no vacation booked. I would like to speak to someone to help rectify this situation. This is not how business should be conducted.

My Wife and I went to Secrets Cap cana on our honey moon last year. WE loved it, even though the water was slightly disappointing the staff wnet over and beyond to make us happy and that was appreciated.
This past weekend July 4th to July 8th we went to Breathless in what we thought was Cancun but found out is in fact pretty far away.
The advertisements that we see online and in brochures show an amazing beach and beautiful waters behind the property, but in reality the water is worse than a stagnate swamp that also has a bad odor. The beach has red flags and we could not swim. WE traveled from NJ to Cancun for the beach and waters, not the pool. WE had to spend 2 of our 4 day trip traveling to Isla of Mujerea to find the beaches we expected. 100 per day for cab, x 2, ferry cost x2, time lost traveling. prior to us finding a better location, We asked if we could spend the day at your other property Zoetry because we would consider staying there on our next upcoming trip last week Aug to the first week of Sept and were told we would have to buy a pass for both my Wife and myself in addition to spending the time traveling over an hour each way and take a ferry both ways for 2 days. Your partner resort owned by same compnay charging us to see the property and use for a day? really?
We were also told that all the hotels in the Caribbean are effected by the sea weed problems. This is simply not the truth. We enjoyed perfect beaches with crystal clean water at the North end of Isla Mujerea that somewhat salvaged this trip.
We are hopeful that AM resorts will do the right thing to rectify this situation. As a suggestion, WE would be happy to stay at Zoetry for 7 days all inlcusive minus air. as a possible suggestion. We feel that there was false advertising and we were not treated the best we could have been and that is not the way to treat customers.
Additional complaints - Our room service was not what we expected. Our mini bar was not filled as required, when we called front desk, we were told it only gets filled once per day and we would have to pay for any alcohol or special requests. How is that All Inclusive? basic things like refilling the toilet paper and Coffee were not replaced, we actually ran out 2 days in a row. On day of check out, I went down to check out and went back to the room to get my wife who was just finishing up getting ready to leave, the power was shut down as my wife was blow drying her hair. This horrible Trip, Our 1 year anniversary back to an AM resort owned property is now on the top of our worst of all time vacations accept for us spending additional money and time to make the best of it in a different location.
Please do something for us as I am Copying and pasting this email to my attorney if something is not done to rectify this situation.

To whom it may concern,

I am also reaching out to your corporate headquarters in regards to our stay at your resort last week. It was the worst experience of our lives and we have traveled to many countries.
We requested to speak to a manager while there but was denied to see one.
We called the resort numerous times once we left to speak to management and there was no answer. We did not feel safe in your resort and we will be taking this issue all the way up the latter. I hope the many rude front desk and security workers we dealt with are fired for lack of respect.

Please give me management e-mail and info to discuss this matter further.

All I can say is I'm so happy to be back in the United States and not dealing with the people working in your hotel. With all the bad publicity Dominic Republic is receiving right now one would think your staff would have some decency and respect. I will be giving this hotel horrible reviews as well and warning Americans not to travel to this destination.

I have a holiday for 4 booked at this hotel through British Airways, when I contacted the hotel I was told you are closing for the period I have booked, when BA contacted you they were told it is still open. I have heard on numerous social media sites that we will not be staying at this chosen hotel.

I have 4 weeks until this booking, I can not make any transfer arrangements as am unsure about this hotel. Can a senior member of your team contact BA or me with contact details as this is our first trip to Mexico and we wanted to have other trips there but if this doesn't work out when we have paid a lot for this booking we will not be returning.
Please can someone contact me within 24 hours with a answer.
Regards
Mrs Goode
tina.[protected]@btinternet.com

To save time for those who want the main points I have typed my summary of the main issues first but read on for my full report if you wish.

Summary:
1. Sewage seeping up in bath, shower and sinks - resort wide problem.
2. Drugs offered openly to guests by staff, the lifeguards sell drugs to the guests usually dispensing them with towels from the towel shack, the staff who collect the towels also such as Timothy also openly sell drugs such as cocaine, heroin and marijuana, the security at the hotel are paid by the dealers not to go round to the beach side of the resort to allow this trade. Major problem and they threaten you if your offered drugs and do not buy anything off them.
3. The rooms are dated and filthy (pubic hair in bath).
4. Food served cold
5. Staff have awful attitude
6. Drinks service on club beach is more or less non existent
7. Pervert looking in through room window and masturbating on balcony and the hotel were not bothered - see below.
8. Drinks served in the evening in paper cups.
9. I had bugs in my bed
10. Changed room 3 times as things kept breaking - toilet, shower. My friend had to use the toilet in the reception for two days.
11. Rooms are full of mosquitos
12. Restaurants are overcrowded and food is poor.
13. A lot of the rooms have paper thin interconnecting doors (no locks).

Ok so that was the summary, see below for the expanded points but I suggest if you have booked this hotel that you get your money back or change to the breathless hotel next door also in the secrets group, the breathless hotel is completely different and what you would expect.

1. Sewage - don't be tricked by the staff if they say there is a localised issue, it's not. The sinks where you clean your teeth have raw sewage seeping up from them when it rains as the resorts drainage system cannot cope. I was in the shower when brown water started seeping up round my feet. Changed room to first floor next to a honeymooning couple the room had interconnecting doors - sure you can guess the issue, not very private for anyone, oh yes and if you push the doors they open, we know because the gentleman from next door accidentally appeared in our room thinking it was a wardrobe.
2. Drugs: the hotel supposedly has a no drugs policy but this is not in the least enforced - Secrets what are you doing? The staff openly sell drugs and allow the guests to consume these in public even on the preferred club beach, at the piano bar oh and don't mention the nigh club, this is like a drug den. The lifeguards offer drugs to guests openly, Timothy one of the towel boys also deals these. The security are paid off by the lifeguards to allow them to continue their dealing, I know because they told me, also when I refused I was threatened.
3. The rooms are dated and filthy, they are updating the rooms but obviously this is unlikely to resolve the housekeeping issue. A supposedly clean room we were shown had pubic hair in the bath and on the floor around the toilet, blood on the floor by the sink and a half drunk bottle of coke in the fridge. I pulled back the bed sheet to find bugs in the bed which look like small beetles oh yes and the room is buzzing with mosquitos and smelled musty like a wet tent.
4. We sampled some of the restaurants, by far the best was the Mexican, the French restaurant was disappointing, the food was served stone cold and the beef smelt as if it was off. The staff preparing food in the burger shacks or the jerk chicken stand do not always where hair nets and never wear gloves even when handling salad after holding raw meat. The preferred club chiller was not working although was still used as if it was displaying a range of egg based deserts and jelly topped deserts at room temperature - food poisoning waiting to happen.
5. Ever heard this from a hotel member "I heard you the first time" if you haven't then visit the secrets preferred club beach at this hotel. Grunts from staff are regular and the staff avoid your eyeline, trying to get an extra glass of wine with your meal is like trying to get blood out of a stone. This is not the same however at the breathless hotel next door, they make you feel more than welcome so it's not just Jamaican attitude for those of you thinking that. Bad management and training is the reason.
6. Drinks service on the preferred beach or any beach in fact was awful, virtually non existent you have to get your own and if your visiting this hotel make sure you take your own glass or cup as they always run out.
7. Pervert looking into room - We became friendly with some female guests from Thomas cook on holiday whilst we were there, one evening to my surprise whilst walking past their room we could hear shouting from their ground floor balcony, I ran over to my surprise to find them both very distressed, it turned out a male guest had been on their balcony, rifled through their belongings, stripped off and whilst staring through their window continued to masturbate in front of the girls, I turned around to see the naked male culprate was still there standing opposite the room. I asked have security been down and I was told they came half an hour ago and then left leaving the man where he was. I had to leave a friend looking after the girls whilst I had to make a scene in reception to get a manager to get off his backside to come with me to resolve the issue, no apology was given and nobody came back to tell us what had been done or if the girls were now safe. Not even a visit from security.
8. Drinks served in paper cups: there are not enough glasses anywhere at this hotel so you either get a glass, a plastic beaker or a paper cup, even in the evening.
9. Bed bugs - I had these weird bites after a day at the resort, to my disgust when I checked the bed I found small black beetles in the sheets, the room had supposedly been cleaned.
10. Changed room 3 times, after the second time I was told that if I wanted to change from the room with the broken shower I would have to pay. Really? All I wanted is what I paid for, a room that is clean and functions correctly.
11. Rooms full of mosquitos, the rooms here are not sprayed and the maids leave the doors open when they service the rooms resulting in lots of mosquitos in the room.
12. Restaurants are overcrowded and the food is basic, the restaurants are used by 3 hotels, two restaurants are closed each evening, the service is slow at best. The world cafe restaurant in the morning is like a Christmas sale, packed. The food is the same each day and is very basic.
13. Paper thin interconnecting doors, you can hear a calm conversation from room to room because of these doors, and if you push them they do open, as demonstrated by our neighbour, an extremely loud honeymooning couple.

All in all a terrible experience, I can only praise two staff members at this hotel, Desmond and Trevor who both went out of their way to make us feel welcome.

At breathless next door the food is much better as are the staff, secrets you should be ashamed having these hotels next to each other and having such a degree of difference in service.
The staff at the breathless resort are friendly, the managers do walk arounds twice a day, the hotel is clean and the food is hot and tastes good.

My advice to anyone going to wild orchid or st James is to avoid at all costs, if you have booked cancel and go somewhere else for your safety and security. I will be sending this report to secrets themselves and our tour operator.

I choose this dreams hotel as have visited hotel in Mexico twice before and had a fantastic stay. La Romana dominion republic was very disappointing and started before I had even left UK and then continued to disappoint
booking reference QUIYZA
23/04/19-30/04/19 mr b j down/ christina scott-farnell
room 60-203
CABANA: on 28/03/19 payment of $50 or £38.44 was made and came out of my bank to dreams to reserve a cabana on 24/04/19 the money had left my account but never arrived into your account apparently, I then made another $25.00 payment when I arrived as manager discounted the cabana which I had already paid for for dad birthday present. we arrived at our cabana which was not made up to the same standard as dreams tulum, only a ice bucket of water arrived, no fizzy wine, or fruit that was promised or had at previous hotel. hardly any bar waiting to beach area. people smoking freely on sunbeams which meant we could relax and left cabana by 2pm.
RESTAURANTS: the understanding of gluten free in all restaurants was very limited, buffet had gf bread, cake, pasta and pizza available, but no signs up like previous hotel to label what was gluten free on buffet hot counter. french had limited understanding of my diet requirements and I ended up with 2 fillets of salmon, no sides. asian was beyond disappointing pad thai was uneducable and we left there and went to the buffet to have dinner. Italian offered no gluten free alternative on the menu and staff didn't understand my requirements. I have celiac disease and have to eat a restricted diet.
the sushi and sea front grill where amazing and with of confusion understood my needs.
HOUSEKEEPING: our room look clean and well presented which it was on arrival. house keeping was good when she arrived. had to keep chasing to have room made up from 15.30 hrs onwards our room was never made up before 1600 earliest and as late at 1800hrs we never had do not disturb on door and left our room by 9am to enjoy our day, when we arrived back it was never made up. the bedding was never changed just tidied up and remade daily in the end.
TOURS: booked tours through amstar at the desk in the hotel lobby, 1st tour was amazing 2nd tour was a disaster where the tour representative did not take on bored what I was asking for and was left deflated by my whole holiday experience.
I chose this hotel as a friend had stayed here 2 years previous and said it as amazing. for me and my father it was far from amazing. we was expecting the same quality and service at this dreams hotel as the one in Mexico.

I upgraded my room in the resort on the day of arrival as the original room booked was in very poor condition - bathroom had mold and smelly.
I paid an extra $240.00 USD for the week to be upgraded. We were to receive an upgraded mini bar, bed turn down service, newspapers and snacks.
None of the above ever happened - I went to the Front Desk 4 times to ask about it - they kept assuring me that the service would start the next day! even though they I had paid for the entire week. Then I was told that they would give me a refund for 3 days - they took a photo copy of my credit card and information. I have yet to see a refund on my credit card.
Furthermore, the bathroom had no hot water and the temperature in the room remained at 24 celcius even though it was set for 16 celcius - I also advised the front desk 4 times - no resolution.
I am extremely dissatisfied with the service, the upsell of a room and service that never happened and the way I was treated by the Front Desk Staff - Junior and Lennie were the 2 primary people I spoke to.
I would like to get my refund for the upgrade which never happened

To Whom It may concern,

I went to St-James Resort (PreferredClub) from February 16th to February 23rd. My daughter and I had a really good time but when I got home I realized that I was over charge for over $2100. We left the resort very early on the 23rd and people were behind us so I did not want to hold them. When I got home that night I called the Resort and they said that someone will get back to me on the next day. Someone call me and said that they apologize and that I will be credited on my AMEX... To this day I have not seen a credit and try many times to call the resort and the service was very poorly and they said that I should get the credit within 2 weeks. I am really disappointed with the way it has been handled. I would really appreciate if someone could get back to me and that I could have this issue behind me. Thank You.
Christiane Bourque

I stayed at Now Sapphire and was overcharged for my daughter as an adult. I was told it was $113 and the credit card was charged $1113.50 on 12/26/18. I found on Now Sapphire's website that the difference between a 12 year old and a 13 year old was $41 for the exact same room at the same time of the year. I was over charged significantly. Plus they quoted me $113 and charged me $1113.50. I would like a refund.

Attached are the examples of the correct cost.

I have multiple emails from the resort stating that they had me sign the receipt for that amount. I never received a copy of it. It doesn't make sense that the resort can charge that much more for a 12 year old to a 13 year old.

I only paid $1625 for the trip for the two of us and we were supposed to be at Sunscape Star but because it wasn't open yet, they moved us to Now Sapphire. I gave up my ocean view room and was over charged. It was not a very positive experience. Please help.

1. Stranded at new presentation resort Zoetry by your company, over 5 1/2 hours with no ride back to our resort. I had to get a hold of Kathy at Dreams and demanded a ride back. The driver arrived and drove about 5 mph and demanded more money the entire trip back. He made several contacts with men on the side of the rode and only after I kept agreeing to paying extra money did he continue. That is a SAFETY CONCERN FOR ALL AMERICANS, and your company did nothing to assure our safety. This wasted an entire day of our vacation, when we were told it was for 90 min max.
2. Casino employees told us were we could bet when using the useless coupons and of course no one ever won, and I watched at least 20 different people bet at different times. THAT's Cheating Stealing or whatever you choose to call it.
3. The outside vendors that your company brings to the resort, harassed My wife and I on Sunday by telling us, "Hey, I know you are part of the preferred lounge, so bring us some wings and a Jake and Coke. I told him to back off and walked away. Then on Weds, the exact same thing happen to our 22 year old son, but after he started walking away they started walking real close to him to intimidate him, I took care of that also.
4. The employee Miriam at the resort store, denied our Preferred discount and tried to charge us in USD, instead of DR money, it was caught and asked her to change it. She argued for no kidding 30 minutes, but then changed it and said, "Oh, it was a mistake" no reason to get upset. After 30 minutes, she spoke English fine.
5. The waiter with green braces for the Romantic Dinner, continued to harass our entire party for our entire trip, except for the last day. He was told several times that we did not wish to purchase. Then two days later he went to the Brides dad and told him that the Bride wanted to have this dinner. It was a Lobster dinner, she does not eat seafood. Liar
6. Expressed Laundry was used and the extra charge was approved, but the clothes did not return that day, but rather two days later. Broken Promise and service not provided.
7. There was suppose to be full length mirrors in all rooms, one was missing and requested before the wedding, they promised on three different occasions to get it and it never was brought for the entire trip. Over 6 different attempts by us to get.
8. The Steak house waiters, asked if we wanted to buy a bottle of wine, we all declined and hardly ever saw them again. All of our glasses were empty and I had to go get someone to get us other drinks, after 15 minutes they gave us more water. The steaks were a complete joke, smaller than my wife's palm and about as thick as a hamburger patty.

I spoke to Alexis Jaquez, Everette Medina after the safety issue about our presentation experience. Mr. Jaquez stated, "This is an opportunity to improve our service and make our vacation a great experience." All the remaining items happened after that statement and he never checked back to see how we were doing. Matter of Fact, he saw my wife and I and turned away from us several times.
Extremely stressful 11 days, our Safety was in question on several occasions outside and inside the resort, all while under your name and recommendations. My wife and I were ready to come home after 4 days. We wasted so much money and time for no relaxation period, horrible experience and I do not trust your company.
I am requesting a refund and I would like some sort of apology in writing, then and only then will I consider my remaining avenues to follow. If you are someone of importance at AmResorts what would you feel if this happened to You and your family? What is your safety worth? What would you want? My family is so stressed after this experience it really concerns us to leave the United States, you are a US company for god sakes look at our safety concerns, please!

Trip dates are January 11, 2019 through January 22, 2019. Booked through Apple Vacations with the following booking numbers: [protected], [protected] for a total of $8, 664.55 plus a late minute charge that I am not including.

Concerned,
Eric Shaun Bowman
[protected]@gmail.com
[protected]

Many of these companies are a scam. Plain and simple, how they make their money. My husband and I attended a time share presentation at Secrets Maroma on 11/22/2017 as he has purchased a Ritz Carlton Club and Marriott Club, he likes to vacation. Our certificate (75507) expires in 18 months from 11/22/2017. His first time in Mexico, loved Secrets Maroma, I have been to Mexico many times. $199 for an ultra luxury accommodations for 2 people.

The presentation itself is extremely lengthy, handed off to multiple people and VERY noisy, had a tough time to hear during the hard sell time period. So we lost much of that day (a paid for day of our hard earned money).

SCAM: You have to within 30 days of attending "register" your certificate, "why I ask, " what's the purpose ...other than many people don't. Just as I didn't. We came back from vacation and my daughter has been in and out of the hospital for much of 2018.
So when I pulled out the documents, life calming down to actually use our earned certificate, I am told by Christian at AM resorts, it is not valid. And the only deal to be had is $350 per night for an ultra luxury room. While on the phone with Christian I look up rates for Secrets Papagayo (swim up pool room is $225 online).

Our family vacations 4-6 weeks a year. This is not a reputable company for timeshares. Just book and enjoy your time there but DON'T fall for wasting your vacation time on a TIMESHARE THAT IS A SCAM.

We attended the timeshare, the certificate was earned but because we failed to make a phone call within 30 DAYS you then lose your certificate as well as your current vacation by attending the time share.

AM Resorts if you ever want me to vacation ever at any of your resorts, please reinstate my certificate as earned.

Dreams Huatulco
7/29 - First contacted Dreams Huatulco about our wedding

8/2 - First response from Andrea Alvarez received

8/8 - Sent wire transfer for $750 to hold 8/8/19 for our date to Andrea Alvarez

10/15 - Sent email to cancel wedding reservation to Andrea Alvarez

10/30 - Received email confirmation of cancelation Andrea Alvarez

11/14 - called about refund told it would be there by 11/30

12/8 and 12/9 - called about refund, wasn't able to reach Andrea Alvarez

12/19 - called 4 times, wasn't able to reach Andrea Alvarez

12/20 - called and talked to accounting

12/21 - called 5 times, talked to accounting and Andrea Alvarez and was told it would be there by 12 /24

12/27 - called and talked to Andrea Alvarez assistant and she said everyone was gone for the holidays

1/8 - filed complaint with Better Business Bureau, emailed Andrea Alvarez

Good day,

I would like to begin by stating that we (my husband and I) do not travel often. This year we decided to book a vacation to Jamaica which was our number one destination based on feedback from friends. With that said, we decided to spend more than we normally would to enhance our experience and stay at the Breathless Hotel in Montego Bay. The numerous reviews of the Breathless Hotel and Spa were good, the pictures of this modern and chic establishment were a bonus and we were so excited to be visiting the resort. Below is summary of our vacation. I felt it necessary to point everything out, as it will hopefully be helpful in the improvement of the Breathless chain.
Prior to our visit:
Numerous emails were sent to the hotel requesting confirmation that Breathless Resort could accommodate someone that was a Celiac and required Gluten Free food. In the span of 6 weeks we did not hear back from anyone. All emails were ignored. Finally, we placed a call to the 1-800 on the Breathless website and we were transferred to what we were told was the Breathless Hotel's food and beverage manager. They assured us that there were plenty of food choices as well as CIROC and Tito's (vodka) available.
Saturday October 27/18
We arrived at the hotel and spoke to the hotel food and beverage manager and explained the dietary requirements (Celiac - no gluten) We were again reassured that they did have gluten free items on there menus and they would have Ciroc as this is the brand of Vodka that they carry that is gluten free.
There were no hotel porters or other staff members available to show us how the rooms worked as it was a high-tech room controlled via iPad and no one to give us a map or show us around the property. We were left to fend for ourselves with no idea of where the restaurants/bars were located on the property.
Once we found the rooftop restaurant at 10pm, my husband ordered the seafood platter and received a small dollop of mashed potatoes and 3 shrimp. This in no way was a meal but rather more of an appetizer.
We went for drinks in the lobby bar that evening and I was told they ran out Ciroc. I spoke to the food and beverage manager again and he advised that they did not have any, but they could get some from the sister hotel. About an hour later he returned with a bottle of the Ciroc and said that this would always be available to me going forward.
Sunday October 28/18
Our Ipad and TV volume was not working and there was no coffee machine in our suite. I advised the front desk. They provided the coffee machine only. We continued to navigate all our room lights, drapes etc. by process of elimination. Instead of being able to relax or frustration and anxiety continues to grow.

Monday October 29/18
In the evening we went to the lobby bar for a drink and again I was advised that they do not have any Ciroc. They had to search the hotel / sister hotel and eventually were able to provide me with a drink. Again the food was poor.
Tuesday October 30/18
Since the Ipad and TV volume were still not working, we had the head housekeeping lady come in and she called the front desk to advise of the issue. Still no one came to our room to assist us.
We ordered room service for lunch, they offered me a gluten free pasta and when it finally arrived there was a huge chunk of garlic bread in my bowl of gluten free pasta; therefore, was contaminated and I could not eat it. We advised room service of this and again had to wait another hour for our meal. The amount of time wasted waiting for service and basics was astonishing.
Ordered room service in the evening; burger and fries for my husband and a Caesar salad for myself. The burger came without the fries and the salad came without any dressing, resulting in us having to put ketchup and mayo packets on the salad because calling room service to advise them of their mistake would have taken another hours to receive our new meal. No gluten free alcohol was available.
Wednesday October 31/18
We went for lunch at the "fishnet" and they were serving a buffet and I was told that I was unable to eat there because "they had nothing for me". With this I asked if they could at least grill me a piece of chicken and they refused to do so; at this point I walked away and was very upset. Since there was no where else on the resort for me to eat at this time, I had to go back to my room to have a slice of gluten free bread with peanut butter that I had brought from home.
When we went to the lobby bar in the evening for drinks, again there was an issue with the Ciroc.
We ordered room service late at night and they said they didn't have anything "gluten free after midnight" and had to beg them to make me a chicken Caesar salad.
Thursday November 1/18
We went to the front desk to complain about the tv volume not working and iPad not working. Finally, someone came to fix the volume and the iPad only worked for 10 minutes- at this point I gave up because I knew nothing would be done about it.
Friday November 2/18
I was looking forward to Jamaica day where I could finally have a decent meal. This is when we lined up outside the "Fishnet" and felt segregated from other guests. We were next in line to be seated when one of the workers walked past us to serve the group of Americans behind us; the hostess was extremely welcoming to them but disregarded us. When we sat down, I ordered Ox tail, rice and peas and the waiter and I argued back and forth over the fact that I was not allowed to have the rice because "rice is wheat". I informed the waiter that rice is not wheat and is something that I eat regularly and that is when he called the manager over. They both continued to argue with the same fact. They wanted me to sign a waiver to eat a meal which I know I CAN eat and that is when I gave up because that is ridiculous and just asked for sweet potato… another disappointing meal.

Saturday November 3/18
This was the day we were leaving- check out was for 12pm. We asked for a room extension, but that option was unavailable. We knew that our flight from 6:55 was delayed to 8:55 and the bus was coming at 6; therefore, knew we had to eat something before we left.
We went to beach grill and the waitress was trying her best to get me French fries. Half an hour later she came to me and said that they would have to make me fries in the main kitchen in oil that are not contaminated. My husband was standing at a distance and saw that food and beverage manager approaching the waitress with a stern look and were having a discussion; it seemed to us that my order of fries had become an issue. That is when we decided to leave and that is when the waitress approached us, and I let her know that I wasn't going to make a big deal about thing. Yet again, I did not eat.
The bus picked us up at 6:00. We went to the airport and were informed that our flight was delayed AGAIN until 10:55- resulting in us waiting, hungry for 5 more hours.
We rented a taxi for $60 USD and felt very rushed. We were hustled from one store to another and back to the hotel within an hour and a half. The hotel made quite a big deal about us having our own personal guide - that was not the case at all. We had pre-purchased tickets to go on the Rose Hall Tour and was told by the hotel that the taxi would cost us $100.00 US dollars. We decided not to go as the cost for transportation exceeded the cost of the tour.
In addition to the above daily disappointments, we noticed that tips that were given (even though the service and food were sub standard) were not appreciated at all. Staff members around the pool and lounge were asking us for cigarettes which I found to be very unprofessional. One of the bartenders went as far as to make a very inappropriate sexual comment by whispering it in my ear and then proceeded to ask where my husband was. This made me very uncomfortable. It was a good thing my husband did not hear it.
To sum up our vacation….it was a disappointment to say the least. We should not have had to pay the money we did to not eat, not drink and receive poor service all around. We both actually lost weight. The food and Ciroc issue were not because we are picky. It is because I could have become extremely ill. The room had a moldy smell and was very damp. We had to go to the lobby bar constantly to ask for water as our minibar in our room was only replenished once.
I would like to stress that my husband and I are laid back people, willing to go with the flow when it comes to most things. All in all, from the time we stepped off the airplane, we hit one road block after another. This was by far not the stress-free vacation I was anticipating and my husbands dream of going to Jamaica turned into a nightmare.
We as both foreign visitor to your hotel and Island and would like to see this matter address with the management and staff of Breathless so that this incident will not happen to anyone again.
As some of our co-workers are Jamaican, who speaks of great things about their Island and resorts it was very disappointing to them to hear of the treatment of what had transpired to us.

I would really appreciate for someone to get back to me on our experience in Jamaica.
I believe a refund is in order.

Sincerely

Tania & Mike

We went to Punta Cana in the Dominican Republic in early febuary of 2018. We stayed at Dreams Punta Cana. It was a great resort except for one big problem. We feel COMPLETLY taken advantage of while in a vunerable position. A sales guy right off the hop after registering upon arrival was waiting behind us. He pulled us to the side after and started his talk. We really didnt know what he was talking about as he kinda circled shared about his life and how he is seperated from his family due to his job. He went on and on and we are big hearted people so we felt bad and fell into it. He told us if we went on this tour of the neighbouring resorts just for us going he would get 50usd which is alot to them and would help him so much. So we said well hey why not we were curious what else there was anyways. We were then the next day fed TONS of alcohol while touring and to our suprise at the end there was a "presentation". We were is to sign up for anything. We were not in any state of mind to sign up for anything, completly drunk, they got us all excited and before we knew it we were there for hours, wasted and signed away almost 20 000 USD and we are canadian so its way more in canadian money. We were not told to our recolection that we could cancel within the first 5 days. We barely remember signing anything and now feel completly stuck. We love the resorts but not anymore if the right thing isnt done for this. We obviously want a full refund no questions there, were put in a vunerable state and tricked. If they do the right thing we will continue to support the resorts as well our large group of family and friends, but would avoid this tour now knowing. We have currently lost around 6500 USD to date. We have tried to get out of this since march i believe and initially at the hotel on our second last day. Not sure what to do other than cancel our credit card and call a lawyer.

Hello my name is Virginia Williams and I stayed at The St. James Secrets Resort from 9/17/18-9/23/18.
When there I received a phone call at about 11:30pm on or about 9/20/18. The guy called and said would you like a complimentary bottle of champagne I said sure the room service guy came about 15 mins later and knocked on the door. My husband who was also in the room but under all of the covers head included. I opened the door for the room service guy and he came in. When in the room he stated "he has been waiting to get me alone". I was terrified! I looked back at my husband at this point he was awake. The room service guy quickly left. After some thinking the next day I went to the front desk and told what happened to me in the privacy of my room. The front desk guy tried himself to investigate but quickly learned he would need back up when he called room service and there was no record of champagne being delivered to my room. The front desk guy called security and the security guard ask me what happened I told him what happened and told him My fiancé and I didn't feel safe. At that point he found us a different room and we moved rooms to the Wild Orchid. When we got to the new room it was horrible it had a Musty smell and you could clearly tell it hadn't been renovated. The next day I went back to the front desk and told them I wanted a refund. The lady at the front desk said she couldn't give me a refund. I asked her for cooperate's number or email she said she didn't know but someone will be down to speak with me. A Security guard came and this time made me write a statement. I told them I hated my new room, I didn't feel safe and if I could get on the plane back to the US I would! The director of rooms came and told me the guy was fired and I was safe. He changed my room to a mastered Suite in the preferred club and refunded me for only 2 nights. When we entered the room it was beautiful. The Jacuzzi didn't work so we called to have it fixed. We had to call 3 times the maintenance worker came at 8pm and said he couldn't fix it he would be back the next day he never returned.
When I got back to the US I emailed the wedding coordinator and told her I would not be getting married there because of safety issues and I wanted a refund. She told me she apologize for what happened and the refund would be processed on 10/1/18. When My account wasn't credited I emailed her and she said she had to check with the bank but it would take 20 days. At that point I called my bank and they credited my account immediately.
I really can't believe that I went to a Secrets Resort for the first and had Such a terrifying horrible experience. My Fiancé and I travel a lot but was the first time to a Secrets Resort. If I ever travel to one of your many resorts again I hope that this experience won't happen. I took vacation to plan my wedding and feel refreshed. I did not accomplish any of that. Shame on Secrets Resort St. James!

Sent from my iPhone

Hi, My name is Audrey Henderson and I stayed at the Breathless Hotel in Jamaica to celebrate my birthday for 4 days, starting (Friday) 9/28 - until 10/2 (Tues). My best friend was traveling from a different city than I was and she ended up checking in first - on that Friday, the 28th.

For starters, check-in time was 3pm but she was not able to get into the room until a little after 5:00 PM due to the hotel being 'short-staffed, ' according to one of the receptionists. Upon arrival, my guest Essence immediately noticed that the tablet in the room was broken with a cracked screen and brought it to the attention of the bell guy who walked her suitcases upstairs. This is the same bell guy who took note of it and told my guest that he would pass that information onto the front desk so there are no issues during check-out.

Two days later, I personally arrived at the hotel with an additional guest that I added onto the room at that time of arrival. When adding my third guest, the receptionist that was working with me ended up charging me for an additional night, mistakenly. She apologized & said that it would be credited to the room and whatever I failed to use during my vacation would simply go back onto my card once I check-out. After this incident, I let her know that it was ok because people make mistakes, and I let it go. Yet upon entering the room for the first time, I too immediately noticed the cracked screen of the table and voiced it, but my guest Essence then informed me that it was broken before she arrived and that she had already reported it - therefore there was no need for me to do it too, when the hotel should already have record of it following the report (and possibly even removed it from the room in order to avoid any further issues with the next guests).

Anyhow, at check-out on Tuesday, the receptionist that was checking me out informed me that they would be refunding me the remaining money that was accidentally charged to my card on the day of check-in because I had not used it all - that was, until the bell guy Omar went into the room to grab our luggage and noticed it as well. I told him that it actually happened before us and we had already reported it to them on our end and he said ok and that he would let them know the same thing that I told him, which he did. So after we completed checking out and were actually walking out of the front door of the hotel to go to the airport, they stopped me and said they were going to keep the money that they owed me and charge my card additionally to cover the costs of the cracked screen. I then asked to speak with a supervisor because I am positive that we were not responsible for the crack and we took the necessary precautions to assure that they were aware of it as well.

The supervisor, a lady named Claire, comes out and I explained the entire situation to her and told her that I am under the belief that her staff simply made the mistake of reporting/logging it, just as they did when they overcharged me at check-in. I even went as far as to asking her to please check the cameras and find out which bell guy it was originally reported to and call to speak with them for confirmation. However she was extremely rude and tactless about the situation, as if we didn't have a say-so and she refused to tell me the name of the bell guy from Friday the 28th and what she saw on the cameras (which I will get to in just a second). She told me that "it doesn't matter what I say, because I would still have to pay for it." -Quote.

I am sending this email because it is my very last resort and I would like to be heard out on this situation as there is even a video showing the same bell guy from 9/28 - entering our room with 2 other girls that had previously stayed in the room before us, to retrieve items that they had accidentally left. My ultimate concern is that 1) the bell guy obviously forgot to report it because maybe he was busy seeing that they were understaffed that afternoon, 2) other staff members failed to log this into the system because they were probably too busy as well. On Monday afternoon, my guests and I even stayed in the room with the housekeeper as she cleaned and I personally watched her wipe the tablet of fingerprints - yet when I brought this up to Claire, she told me that "there was nothing on the housekeeping logs during [my] entire stay." -Quote #2. Which means that right there, I am overly confident that the staff isn't taking 100% initiative to complete these logs before the end of their shifts because it had definitely already been cracked at the time in which the Monday housekeeper wiped it off.

With all of that being said, my guests are my witnesses that I did not break the tablet just as I am theirs, and I believe it to be extremely unfair that I take the blame and have to pay for it - especially when I'm all the way on vacation for what should've been a peaceful birthday trip, yet ended up a disaster by the time it was over. On top of that, I cannot understand why the hotel would even decide to leave a broken tablet in a room and choose to blame the new guests, even after we took proper procedure of noting it and bringing it to their attention. After doing our part, I believe that this then becomes completely out of our hands and into theirs as they should have been conducting the proper investigation to figure out when this tablet was actually damaged and the real guests that are responsible for doing so.

I would like to request that my money be refunded back onto my card as I, nor either of my guests, are responsible for damaging the tablet in our room.

I'm Sept 27, 2018 my wife and I de used to celebrate our bdays at Sunscape Bavaro Beach, with a VIP Sunclub Pacakge upon arrival the room hooked was not available, they made us go to three different rooms all of them smelling like cigarettes and dirty. We returned to the sunclub Lounge to fix it and the manager stated that it didn't matter if the javuzzi was on the roof that was the room available for us. My wife who is a diabetic, was feeling sick it was 8 pm we arrived at 4. They gave us a room that was not the quality booked until next day. While waiting I ordered flowers and balloons for my wife which they passes in front of her smashing her surprise, also we lost the massage and the romantic dinner appointment passed. When I ask for the money back they refuse because they said the flowers where already cutted. We got to the room and the light went off. We spent without light service on and off the entire vacation. The A/C was not working and the were flies inside the room. The food was horrible almost non edible. We traveled through Southwest Vacations and we traveled a lot during the year but we never experienced such a horrible experience. I want to request a full refund on my stay and I will definitely not stay anymore at any of your resorts. I did the unilimited vacation orientation and I was treated as poor when offered a resale of a package also the manager told me that the Sunscape Bavaro Beach Resort was a Low Budget resort for those who could not afford vacations all that in front of my wife, which didn't knew where we were going because it was a surprise gift for her..She felt ashamed of my gift and that's unnaceptable. I demand a full refund of my vacation.