Post # 1
I went to Secrets Maroma beach for my honeymoon and had an unfortunate experience at the front desk that just ruined my whole experience. Basically they were extremely rude to me, made me cry, and were condescending.
We had booked our rooms for a full ocean view and we confirmed at our initial checkin that we had a king bed. We arrived to a room with two double beds instead of a king bed. We walked back to the front desk where they claimed that our inital booking was incorrect. They claimed that they had no other king beds in the whole resort and spent 10 minutes blaming us for not telling us that we were honeymooners. Then we tried to say that we would take ANY room with a king bed even though we paid extra for the full ocean view since the bed was more important to us than the view. Then, “out of the goodness of his heart”, the exact words from the manager, he switched our room to a king bed room in the preferred club, though “of course he could not provide us with the amenities of the preferred club.” So we ended up paying $500 extra for a view we never got which we wouldn’t have minded so much if he didn’t keep rubbing it in our faces that it was not his fault.
I will NEVER forget the way I cried in the lobby and having my husband having to ask for tissues three times from the manager before he finally handed us some.
HOWEVER, I will say besides this first impression, the rest of the resort was pretty nice. The service from the other staff was wonderful and the beach was really nice. The food was ok – nothing special but I think it all depends on your standards. If you’ve never had teppanyako before, the teppanyaki restaurant is nice and it’s worth making the reservations to get a seat at the grill. With that said, my favorite meals there were the breakfast room service and the hot dogs from the grill. The beach itself is small but it’s not that crowded after lunch and the sand is very nice. The water is wonderful and we had fish swim up to us there.
Overall, the actual service was impeccable but I would NOT recommend people going there just based on my own experience. It may be a one-off situation (I will admit it), but it really made a strong impression on me to warn others that if you do book there, call ahead and confirm ALL your details.
Post # 3
wow that really sucks! i’m shocked a hotel manager acted like that—even if you had been incorrect, he doesn’t need to be unprofessional about it.
did you have a receipt or anything that confirmed that you had booked a king, ocean-view room? did you book through a travel agent, their website, or another website?
Post # 4
I was crazy and printed out EVERYTHING before we left and called to double check that we had the correct room that we had wanted. Everything turned out to be fine but I was soo worried about something like this happening to us. Have extra copies of your reservations because you never know when someone will pull something like this!
Post # 5
Lisa it’s a shame that this happened. Who did you book this with? Your TA should have had fought this battle on your behalf.
Each agency works has a local AM Resorts sales rep assigned to their territory. If nothing else, the agent should be able to contact the rep, and work on getting you a credit for the difference between the room you paid for, and the room you stayed in.
Post # 6
thanks for sharing your experience! that’s horrible! 🙁 i’m glad the service later was good, but in general it’s good to share in case others are in the same situation.
Post # 7
The only suggestion I have for people is to just double check with the hotel before you get there to make sure the accomodations are what you expected. Overall, by the time I left, I had stopped being so upset with the whole experience. It’s just one of those things where it left a bad taste in my mouth though. If only they had been a little more willing to help us instead of being like “You’re SOL”. Oh well…live and learn. Other places I can go instead and still have the same beach. 🙂
Post # 8
I’m sorry that happened to you. I think I read your review on tripadvisor the other day about this too. We booked our honeymoon for this resort for next June and I’m hoping we don’t have any problems. I made sure our travel agent triple checked that we were booked for the honeymoon package and she’s going to contact the lady at the resort before we leave so hopefully we get what we paid for. I’m glad to hear you liked the rest of the resort though.
Post # 9
Although you said you are pretty well over being upset, I would definitley follow up with your travel agent (if you used one) or by emailing the GM of the resort and asking for a refund. You did not get the full ocean view you paid for .
Post # 10
@Lisa1783: Aw, I’m so sorry that you had that experience! Especially on your honeymoon — they should’ve gone out of their way (with smiles on their faces!) to find a solution to the problem. Thank you for sharing though, I was actually just looking at that resort tonight!
My FI was home for about a month for work (as he’s currently based out of state) and the company pays for all of his expenses when he’s traveling, so we got to stay at an Embassy Suites (which is literally about 7mi away from home, so it was kinda funny, but nice!). One Saturday, we got back to the hotel from dinner around 9:30pm and a bride and groom were checking in at the front counter. Talk about a bad wedding night!!… The bride was still in her dress, bawling her eyes out (and then yelling) from the middle of the lobby at the woman working the front counter and the groom was making phone calls and rubbing his temples like he was having the worst night/headache of his life. From what we could hear, it sounded like their reservations were VERY wrong (and the hotel was crazy busy that weekend for some tech conference, so I’m assuming the alternate rooms were not favorable) and they didn’t have a wallet/purse/credit card on them and their parents were still partying it up at the wedding (not answering their cell phones). We went down to the bar area for drinks around 10:30 and it looked like the parents had arrived just then to save the day. Yikes! I wanted to tell the bride that she looked beautiful (she had a gorgeous ball gown dress), but I was afraid she might throw something at me with the way her night was going.