Secrets wild Orchid Montegobay review: Problem room 1

I would like to let you know about the disappointing experience of our recent stay at Secrets Wild Orchid (from August 26 to September 2, 2023).

Upon arrival, we were escorted to the Preferred desk of Wild Orchid. We were early. JetBlue Vacations requested early check in; however, we were told there were no rooms available. The employee told us we were first in que to receive check in and would be emailed when the room was ready. So, we grabbed our swimsuits and hit the beach. We continued to check our emails. At 3pm (check in time), I went back to the desk. Nothing available. We continued to monitor our emails. At 4pm I went back. Once again, nothing available (even though other people were being checked in). We continued to check our emails. I must say the constant disruption of our day just to receive the room that should have been available by 3 was not an ideal way to begin what should have been a relaxing Caribbean vacation. Only after hours had gone by, and repeated visits by me to the front desk, were we begrudgingly given our rooms keys (room 1222). It was six hours after our arrival, and three hours after check in. I cannot imagine when we would have received our room if I had not been so persiste

nt.

Our luggage was delivered. We inspected the room and tried to unpack. Upon inspection, we discovered the closet doors were broken, and patio sliders were broken, the makeup mirror did not light up, the scale needed new batteries. We tried to shower; however, there was no hot water in the shower, even though the faucets did have hot water.

We told housekeeping about the water and went to dinner. Upon returning, there was a note that the water was fixed. It was not. Tried to take a tub on the patio, only to discover that the jets on the tub were broken.

I emailed about all the issues within the room, and we tried to enjoy the day. Around lunch time, my husband returned to the room. The closet and patio doors where fixed and we had hot water in the shower. Maintenance was working on the jacuzzi on the patio.

We stayed out of the room until approximately 6:30 (we could see the Maintenance team working on the tub). We really needed to clean up and returned to the room. We were told some of the jets were working; however, they needed another part which they were unable to obtain because it was Sunday. Maintenance stated they would be back on Monday. Monday came and went, as well as the rest of the stay; however, maintenance never completed fixing the jacuzzi.

The staff called on MULTIPLE OCCASSIONS about our request to change rooms. This was not our wish. We explained we never requested a room change but the staff kept insisting we did. No matter how many times we explained we were not interested in changing rooms, the staff did not listen or care. We did not, nor would we request a room change as the effort the pack, move and unpack was just too much for us. We were SUPPOSED to be enjoying vacation, after all. After about two days, that harassment finally ended.

When we arrived, we were told smoking was only allowed on the balconies. This was not enforced at all! Why were people allowed to smoke anywhere on the property? The beach? The pool? Last time I checked, those areas are not balconies.

I believe it was Thursday we called because there was water leaking from the ceiling in our bathroom. Also, for a time we had no water in the bathroom. No one ever communicated to us what the problem was, or that it was even fixed!

Both of the outdoor hot tubs were broken during the entirety of our stay. We never witnessed any attempt to fix them. The sea wall outside of the preferred pool was broken. There was a mesh fence put up, obstructing the view of the ocean. There was nothing on the beach to stop you from going near the broken sea wall. Again, there was no attempt to fix the sea wall.

I was dismayed that we had to pay for the Hobbie Cats. We were under the impression that all non-motorized equipment was included. It has been like that, at EVERY all-inclusive resort we have every stayed at, including, Secrets Cap Cana.

The preferred club was a joke. The pool drink service was rare, at best. The lack of outdoor restrooms forcing you to go into the building was appalling. The Preferred buffet was extremely small, at best. The preferred bar had no frozen drinks.

Housekeeping did an excellent job.

The mini bar (refrigerator) was only restocked on Wednesday. Only the one day.

Tray pickup would let the dirty dishes stay in the Secrets box for days, even though we did alert them, thru the room tablet.

The app (cell phone download) that is supposed to let you know of the daily activities, as well as the entertainment, never had any information at all.

On Wednesday, while at the non-preferred pool (forgive me, I cannot remember whether it was Wild Orchid or St. James pool – but it was the pool near the hut of the wood salesman), my husband and I heard a commotion in the ocean. We turned around to see a woman struggling and gulping water, being pulled out of the ocean by HER FRIEND! The friend was having an extremely difficult time pulling her out. There was a lifeguard on the lifeguard stand the entire time (less than 15 yards away), yet he seemed to care less about what was occurring. He eventually sauntered down to the women, who were now near the shoreline. The struggling woman was still having a difficult time, and still gulping water. All the lifeguard did was state to the woman (who was being pulled out of the ocean, by her friend), to “just get up already”. It was appalling! She could have died without her friend’s help.

Many employees seemed bothered when asked questions. Almost as if we were wasting their time. For instance, while trying to get information about if late checkout was available, or what options we would have to clean up, the concierge at the desk did not want to bother. He just said to come back in the morning. I understand he did not know availability, but when I asked the follow up about what options would be available, such as perhaps showering in the spa, I received eyerolls and curt answers. Finally, I was told about a courtesy suite, which in the end, is what we had to avail ourselves of.

At the French restaurant, my husband asked a server about a blue light that was pulsing in his eyes. The server never answered, just walked away. She did address the light and moved it; however, a simple I’ll take care of it would have been nice. Additionally, we did order an appetizer, that was just not to our liking. Our server gave us an extreme attitude about not eating it. The entire experience in that restaurant was unpleasant and uncomfortable.

We tried to speak with someone about the coffee pods in our room. We drink a special acid free coffee. So, we brought both our own acid free coffee, as well as a reusable coffee pod. Housekeeping erroneously disposed of the pod. We tried to speak with both housekeeping and the concierge about this issue, but no one comprehended what a reusable pod is. We were trying to find out if the property had a reusable pod, if there was somewhere we could purchase a reusable pod, or perhaps the resort had a ground coffee maker we could use. We wasted over an hour speaking with multiple people. No one appeared to understand us. We eventually had to walk away, as no one would even answer us and we were getting a run around.

At 3:25 am on Saturday morning, room service woke us up. It was not our order. The room service guy never apologized. Just moved on.

Many other guests were complaining about not being able to get answers from employees. Many other guests complained the only way they got service was by extreme tipping. What happened to all gratuities included, but extra tips appreciated for excellent service?

Matthew from Bell Services was a shining star throughout our stay. Matthew was the only employee who remembered our name and was consistent which a smile and honest interest in us.

Altitudes at Breathless was the best part of our trip. We dined there twice. O’Shane was the best server! He was attentive, courteous and just an absolute pleasure! If only half the staff at Wild Orchid had his attitude, our vacation would have been much better.

After staying at Secrets Cap Cana in 2022, we were excited to visit Secrets Wild Orchid. I read the Wild Orchid reviews in the Facebook groups and could not fathom them to be true, yet now I regret not heading the warnings. After staying at Wild Orchid, I can not understand how they can even be a part of the Secrets chain! Cap Cana was beyond wonderful, an absolute pleasure. Wild Orchid, on the other hand, was an extreme disappointment. I sincerely regret spending so much money on what I can only classify as a 1 star vacation. It was definitely that worst vacation in 30 years. To be clear, we have stayed many all-inclusives, for example: Sandals Royal Caribbean, Sandals Negril, Sandals Grande Antigua (multiple times), Beaches Turks and Caicos, Fiesta Americana Cancun, Villa del Palmar, Puerta Vallarta, Secrets Cap Cana and several cruises. And I would be remiss if I did not include the many non-inclusives that actually had better service that we received at Secrets Wild Orchid all inclusive.

I feel that Hyatt and Secrets should reevaluate this hotel. I cannot see us revisiting this property, and I am extremely hesitant to consider the Secrets brand, or anything Hyatt related, in the future.