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Reviews of Secrets Papagayo - Adults Only - All inclusive

4.5 out of 5
Secrets Papagayo - Adults Only - All inclusive
Playa Arenilla, Sardinal, Guanacaste

Reviews

8.8

Excellent

Rating 10 - Excellent. 286 out of 473 reviews" "
Rating 8 - Good. 118 out of 473 reviews" "
Rating 6 - Okay. 40 out of 473 reviews" "
Rating 4 - Poor. 20 out of 473 reviews" "
Rating 2 - Terrible. 9 out of 473 reviews" "

9.4/10

Cleanliness

9.4/10

Staff & service

8.4/10

Amenities

9.0/10

Property conditions & facilities

9.2/10

Eco-friendliness

Reviews

10/10 Excellent

Patricia

Liked: Cleanliness, staff & service, property conditions & facilities
Food was excellent. Staff was excellent .
Stayed 7 nights in Jan 2024
Response from Sabina Araya | Social Media & E-Concierge on Mar 23, 2024
Hola Patricia, Thank you for taking the time to let us know about your experience. We feel honored to know that you had a delightful time with us. Warm Regards,

10/10 Excellent

James

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent resort, quiet and relaxing atmosphere, great food and drinks, Secrets always delivers. The Staff at this resort go above and beyond expectations to make sure our stay was excellent.
Stayed 6 nights in Mar 2024
Response from Sabina Araya | Social Media & E-Concierge on Mar 16, 2024
Hola James, We are happy to know that the combination of a tranquil atmosphere, gastronomy and hospitality made your stay memorable.We will be thrilled to receive you again,

10/10 Excellent

Lori, Jonesboro

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was phenomenal! Property was very lush and beautiful. Our room was very clean and comfortable..
Stayed 5 nights in Jan 2024
Response from Sabina Araya | Social Media & E-Concierge on Mar 1, 2024
Hola Lori, It is a pleasure to greet you. We are glad to know you enjoyed your stay with us. Sunny Regards,

10/10 Excellent

Dennis

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Jan 2024
Response from Sabina Araya | Social Media & E-Concierge on Jan 19, 2024
Hola Dennis, Thank you for your visit and for rating us. Warm Regards,

8/10 Good

Stephen

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Sabina Araya | Social Media & E-Concierge on Jan 10, 2024
Hola Stephen, Thank you for taking the time to leave us a review and for choosing us. Warm Regards,

10/10 Excellent

Joshua

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Oct 2023
Response from Sabina Araya | Social Media & E-Concierge on Jan 6, 2024
Hola Joshua, Thank you for your visit and review. We hope this is not the last time you visit us. Warm Regards

8/10 Good

Jennifer

Traveled with partner
Liked: Cleanliness, staff & service
We stayed for 11 nights in December and there were areas that were excellent and others lacking. The resort is low key and spread over the hillside, they do have shuttles running non stop, but if you don’t want to wait and ride be prepared for hilly walks. Definitely bring mosquito spray. Ocean access in a very calm bay, mix of sands but not used much, beach is public so be aware. Wait staff and bar staff were amazing special mention to Armando in portfofino restaurant and bartenders William and Ronnie. Entertainment crew was great really enjoyed the water aerobics. Food at specialty restaurants Portfino-Italian, Himitsu-Asian, Aqua-lighter meals, was all very good. Seaside grill was disappointing, protein over cooked, sauces and sides as ordered were missing and service lacking. Buffet okay. Grounds very well tended. Con’s, property is showing age in areas. The hot water system at peak times 3-5pm daily could not keep up with demand. Was also smell of sewage some nights. Our a/c unit malfunctioned and leaked water. It was repaired quickly but we did lose a night of sleep as it broke overnight. Housekeeping was inconsistent. Lounge chairs in spa area need replacing, many had broken welds, rust, and should not have been in use. Resort is in isolated area so don’t expect to walk to amenities, not a negative, but important to know and be aware driving can be an issue due to the highway you need to access to get to volcanoes and other sites backing up badly morning and evening.
Stayed 12 nights in Dec 2023
Response from Sabina Araya | Social Media & E-Concierge on Jan 12, 2024
Hola JenniferThank you for letting us know what you consider to be our strengths and weaknesses during your experience. It is very important for us to hear the opinions of our valued guests. We will take your feedback into account.Please note that all beaches in Costa Rica are public. However, our resort is located in a secluded area, which provides exclusive access to our beach.Best Regards,

6/10 Okay

Daniel

Traveled with family
Liked: Cleanliness, staff & service
Stayed 4 nights in Dec 2023
Response from Sabina Araya | Social Media & E-Concierge on Dec 30, 2023
Hola Daniel Thank you for your visit and your review, and an apology for any circumstance that was less than you expected.

10/10 Excellent

David

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was so friendly and accommodating. They were so happy to have us there at their resort and made our trip relaxing.
Stayed 7 nights in Nov 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Nov 30, 2023
Hola David, We are thrilled that you enjoyed your time at our Resort, and we sincerely hope to welcome you back soon for another memorable experience.Warm Regards,

6/10 Okay

Christine

Stayed 2 nights in Nov 2023
Response from Sabina Araya | Social Media & E-Concierge on Dec 30, 2023
Hola Christine, Thank you for rating us and for your visit. We apologize for any discomfort you might felt during your stay.

6/10 Okay

Kelsey

Liked: Cleanliness, staff & service
Stayed 3 nights in Nov 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Nov 30, 2023
Hola Kelsey, Thank you for taking the time to leave us a review. If there's anything we can do to make your next visit even more delightful, please don't hesitate to reach out.Best Regards,

10/10 Excellent

Ann

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Nov 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Nov 14, 2023
Hola Ann Thank you for your review and visit!We look forward to receiving you again.

10/10 Excellent

Alison Rose

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Oct 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Nov 7, 2023
Hola Alison, Thank you for your visit and review.

6/10 Okay

Dih Meng, London

Traveled with group
Liked: Cleanliness, staff & service
Disliked: Amenities
Absolutely gorgeous property and friendly staff and food was above average. Unfortunately, everything else was a miss. Beach is pretty much none existent unless you like 'muddy' sand. Mirky water and jetskis flying around you and smelling like gasoline fuel. Getting around was difficult, if you have leg issues look elsewhere. A lot of uphill and downhill, you pretty much have to take a shuttle from your room to the main areas and sometimes waiting 10 to 15 minutes for a shuttle. Most things s above and beyond your included cost is expensive, but we already knew Costa Rica wasn't one of the inexpensive destinations. As a high end Secreta brand, small thing s we are use to from other brands of this caliber was it included in this resort ie. Transfer to airport is extra, really? Top shelf alcohol, unless you pay for Preferred status, I despise this mentality, people who can't afford that extra gets push to the back of the line like restaurant reservations. Tipping, we come from resorts that cost the same that has a no tipping policy, tipping creates favoritism again, level the playing field, this works sooo much better. Costa Rica is a absolutely gorgeous country, the excursions is where it's at to experience the country, unfortunately this resorts falls short of a few things we are used to in this category of a higher end adult all inclusive. Too bad, We really wanted to love this resort.
Stayed 7 nights in Oct 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Oct 27, 2023
Hola Dih, We are absolutely sorry that you end up not loving our Resort, certainly, this is a must for us. We want to let you know that all your comments were passed on to the corresponding departments. We are happy that you enjoyed the food. Our beach has black sand due to volcanic reasons and can appear somewhat "muddy" closer to the shore because of its color. We also want to let you know that for our guests who have a special mobility necessity, we have measurements to make their stay more comfortable. It is also important for us to explain that our restaurants work under no reservation and just in order of arrival, we apologize for any inconvenience you might have experienced with this matter. A sincere apology on behalf of our whole team. We hope that maybe in the future we can receive your visit again.

10/10 Excellent

Melanie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved this resort.. very friendly staff and great food
Stayed 6 nights in Oct 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Nov 2, 2023
Hola Melanie, Thank you for letting us know about your experience, we hope we will receive your visit again in the future.

8/10 Good

Shelia

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Great place, but a one time only place for me
The hotel is on a beautiful beach property, its absolutely gorgeous. The service wqs amazing. Drinks were good food was ok but im an extremely picky eater, its hard to please me when ut comes to food so for other's it may be outstanding. This will be my only visit though. The rooms especially those with the beach view, sit up on hills with a steep incline. You can wait for a ride to come and pick you up which on several occasions didnt come or where extremely slow or you are can walk down the steep hill. For those with physical limitations, that wont work. Im in pretty good shape but walking the hills were even rough for me. When its raining they dont want to send transportation up because its dangerous, but its dangerous for you to walk too because you could eassily slip and fall, so not something i would want to deal with again. But its definitely worth it for the experience at least once because staff, service and the asthetics of the place are amazing!
Stayed 5 nights in Oct 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Oct 23, 2023
Hola Shelia, Thank you for letting us know your perspective on such important subjects. Knowing what our guests feel and think during their stay is extremely important as it helps us assess what can be improved. We would like to clarify that in case we receive a guest with physical limitations, we have a protocol to make their stay as inclusive as possible, for example, we use rooms closer to the main area, and with fewer stands.We want to apologize about the transfer situation, we will pass on your comments and check on them.We love to know that you enjoyed the scenery that features our Resort and the Costa Rican exuberant greenery!

10/10 Excellent

Brittney Evan

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great relaxing getaway perfect for couples that want to have a good time without children! We definitely recommend for a more laid back stay!
Stayed 7 nights in Oct 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Oct 9, 2023
Hola Brittney, Thank you for letting us know about your experience, we are glad that you recommend our place for future couples visiting us. We hope is not your last visit to our property.

10/10 Excellent

Lynasia

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Prior to our stay, I had read so many negative reviews mentioning the food, cost of excursions, steep hills the resort is built on, etc. It is truly unfortunate how hard it is to please some people. This was not our experience at all. There are so many options for food where you’re bound to find something you like, and despite negative reviews, the breakfast at Market Café was amazing with so many options including a chef making omelets to-order and a staff member making smoothies with your choice of ingredients. Excursions with AmStar on site were very reasonably priced considering everything that is included. The steep hills of the resort - yes, are very steep. However, this is what makes the resort so unique and beautiful! All of these levels and layers to the grounds and bungalows. Not to mention their shuttle crew is super quick to pick you up and take you anywhere you want to go on the resort. Every. single. staff member was gracious, kind, helpful, and always going above and beyond. We’re already booking our trip next year!
Stayed 5 nights in Sep 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Sep 20, 2023
Hola Lynasia, We are more than glad to read this review and share it with our team, this is what motivates us to keep delivering the best of us to our dear guests. Every word is valuable to us, thank you for sharing. We will be happy to receive you again in the future.

6/10 Okay

Riki Lynn

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Secrets Papagayo is a beautiful resort with exceptional hospitality and stunning views. While there were some areas that fell short, such as the lack of authentic local cuisine and a few issues with staff and excursion representation, the overall experience was enjoyable. I would recommend this resort to others, but with the caveat that they should be aware of its limitations and make an informed decision based on their preferences.
Stayed 7 nights in Sep 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Sep 20, 2023
Hola Riki, Thank you for letting us know about your experience at our Resort. You can also let us know and give us more details about the issues you experience with our staff, excursions, or other circumstances. Currently, AMSTAR DMC is our official tour operator, they have different tours available for our guests and we have 7 restaurants and different cuisine events during the week. We hope despite what you mention you can visit us again in the future.

10/10 Excellent

Melvin

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place
Stayed 4 nights in Sep 2023
Response from Thanks on Sep 12, 2023
Thanks.

8/10 Good

Jeanette

Liked: Cleanliness, staff & service, property conditions & facilities
Great service provided by many of the staff members but specifically Randy and Adrian by the main pool and William the bartender. They all had excellent service and were so kind. However, Marcos driving one of the shuttle buses made us feel extremely uncomfortable by lecturing us about having to wait outside for the shuttle after leaving us waiting outside for 30 minutes and then he proceeded to stare us down for a tip after said lecture.
Stayed 4 nights in Sep 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Sep 11, 2023
Hola Jeanette, Thank you for your kind review and informing us about these important details with our staff. Your comments were passed on to the corresponding departments. An apology for any uncomfortable moment you experienced with us. We hope to receive you again in the future.

10/10 Excellent

Robin

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Location was beautiful. Staff were always friendly and helpful.
Stayed 7 nights in Aug 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Sep 4, 2023
Hola Robin, Thank you for taking the time to leave us your opinion and visit. We look forward to receiving you again.

10/10 Excellent

Marcus Anthony

Stayed 8 nights in Aug 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Sep 20, 2023
Hola Marcus, Thank you for your review and visit. We hope we will receive you again in the future.

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Staff was friendly and great. Their shuttle system and phone system is so easy to use. The resort is hilly and beautiful. Our private plunge pool really made our stay extra special. The gift shop at the hotel is very expensive and does not have common items like Advil, so make sure you bring those type things from home. It was an amazing place for a honeymoon. The spa was incredible and they have one pool that is just for relaxation on one side of the resort.
Stayed 5 nights in Aug 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Aug 21, 2023
Dear guest, We are glad that our Resort was up to your expectations. Unfortunately, you need a doctor's prescription to access Advil in Costa Rica, therefore we cannot sell it freely. We hope you will revisit us in the future.

8/10 Good

Adam

Traveled with group, Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
My wife and I went to this property to meet with two other couples for vacation (one being my sister and brother-in-law). We had previously been to Secrets Playa Mujeres (which was awesome). This one was beautiful, set amongst the rainforest and within a bay/cove. The downside of the resort was the hills (which were insanely steep…taking shuttles from the pool/beach to your room is pretty much a must), and maybe this sounds boujee, but the amount of ants in the room was insane Lol Other than that, the food was good, pool vibes were great, and the view was stunning!
Stayed 4 nights in Aug 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Aug 15, 2023
Hola Adam, Firstly, thank you for your sincere review, we are pleased that you enjoyed how secluded our property is and the essence of the resort. We have a 24/7 hour shuttle service because we are aware that not all of our guests enjoy or can walk around the resort. Thank you for pointing that out. We are sorry about the ants, we are in a tropical environment, therefore any trace of exposed food can attract them. We make sure to give immediate solutions whenever something of this nature happens. We hope to receive you again in the future.

10/10 Excellent

Ewelina

Stayed 4 nights in Aug 2023
Response from Reservations Manager on Aug 29, 2023
Dear Ewelina,Thank you very much for your comentary, hope to see you soon.best regards

8/10 Good

Christine, Middlesex

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We went in July, the weather was perfect, the facilities were very clean, not crowded. Dinners were delicious. BUT, they constantly ran out of liquor, no beer one morning, no Gin or Tequila (at all another time). For an all inclusive to be constantly running out of liquor seems unreasonable. BUT, I would stay again knowing this.
Stayed 5 nights in Jul 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Aug 5, 2023
Hola Christine, Thanks for taking the time in giving us your feedback. It is important for us to know about our guest's experience. A sincere apology from our team. We are so glad you consider visiting us in the future. You are more than welcome!

4/10 Poor

Amir

Disliked: Staff & service, room comfort
Disappointing
Not what we expected from a 5 star hotel. Except for the beautiful setting on the beach everything else is a miss. Few examples: room smell of mold (we changed a room but even next one had mold), the claim there are 5 restaurants is highly misleading as the hotel closes restaurants and bars for events(weddings), service along pool is sketchy, pool bars are closed early, except for Italian restaurant food is below average, yoga instructor didn’t show up one day, you depend on rides to your room and in the evening you can wait a long time to get from the dinning area to your room, you need to ask for basic stuff like turndown service which should be done implicitly if the hotel really wanted to service its guests. We came to this hotel after staying at 4 other 5 star properties in Costa Rica during our 2 week trip and all of them were very good so this is why we were so disappointed given it was at a higher price point as well.
Stayed 2 nights in Jul 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Jul 18, 2023
Hello Amir, It is a pleasure to greet you, thank you for taking the time to let us know your opinion. First of all, we would like to offer a sincere apology for the points you mentioned that caused your experience to be less than optimal. For us, it is of utmost importance that each of our guests has the best time in our Resort. We want to let you know that the comments you share with us will be forwarded to each of the supervisors in the areas you mention. We are glad you were able to enjoy the location and the beach. On our behalf, we once again offer an apology and hope that perhaps you will reconsider visiting us again in the future.

10/10 Excellent

James

Stayed 1 night in Jul 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Jul 14, 2023
Hola James, Thank you for taking the time in giving us a review!

10/10 Excellent

Carlos

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Amazing experience !! Everything is really nice.
Stayed 3 nights in Jun 2023
Response from Sabina Araya Social Media & E-Concierge Secrets P on Jul 14, 2023
Hola Carlos, Thank you for taking the time in leaving us a review. We are glad to know that your experience met your expectations. We hope you will revisit us in the future!

10/10 Excellent

Jessica

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
We absolutely loved staying at Secrets Papagayo for our honeymoon. It was beautiful, clean, full of fun activities and the staff was incredible. We will definitely be back, as this is an excellent all inclusive to stay at.
Stayed 4 nights in Jun 2023
Response from Reservations Manager on Jun 24, 2023
Dear Jessica, thank you very much for your comentary. We are happy to know you had a wonderful time here at your home away from away. Hope to see you soon.

10/10 Excellent

AJ

Traveled with family
Liked: Cleanliness, property conditions & facilities
Very nice resort, staff is super friendly and helpful, the rooms were beautiful, the grounds of the resort are very well maintained and the food options are plentiful ! Really a great time at the resort and a perfect place to spend time on your honeymoon!
Stayed 7 nights in Jun 2023
Response from Reservations Manager on Jun 19, 2023
Dear AJThank you very much for your comments, you hope to see you soon.best regards,

10/10 Excellent

Noe Lorenzo

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Location is beautiful, great views, only minor issue is very hilly and shuttle time could be improved but overall beautiful and enjoyable.
Stayed 5 nights in Jun 2023
Response from Reservations Manager on Jun 19, 2023
Dear Noe LorenzoThank you very much for your comment, hope to see you soon, best regards

8/10 Good

TERRY

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Had a wonderful stay but when I asked if they could do a load a laundry they said yes but did not tell me 1 load would cost $110!!!!! That was totally unacceptable
Stayed 7 nights in Apr 2023

10/10 Excellent

Jazmin

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I really loved the location and I’ll definitely go again!
Stayed 3 nights in Mar 2023

8/10 Good

Ann

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Feb 2023

10/10 Excellent

Ann

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Wonderful, luxury adults only resort. Wonderful staff, amazing food. Never crowded or too busy.
Stayed 3 nights in Mar 2023

8/10 Good

Amara

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Please discount my review since I’m not an all-inclusive person. This resort is great for older folks or folks who enjoy staying in one place. The staff are amazing and kind. It is very hilly so this isn’t the place for you if you have mobility problems.
Stayed 8 nights in Feb 2023

10/10 Excellent

Rebecca

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Jan 2023
Response from Reservations Manager on Feb 6, 2023
dear Rebecca,thank you for your calification, hope you see you soon.best regards,

10/10 Excellent

Craig

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Response from Reservations Manager on Feb 3, 2023
Dear Craig,Thank you very much for your calification; we hope you see you soon.best regards

6/10 Okay

Mike

Liked: Cleanliness, property conditions & facilities
very small resort, Food not very good, it is suppose to be all inclusive but they are constantly trying to up sell you on something. Beach is not very nice. If you are a smoker the only place to smoke is on the Beach, yet they are always trying to sell you cigars. Room was not luxury status and the cleaning was not the best.
Stayed 5 nights in Dec 2022
Response from Reservations Manager on Jan 9, 2023
Dear Mike, thank you for your valuable comment.best regards

8/10 Good

Kelly

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2022
Response from Reservations Manager on Feb 3, 2023
Dear Kelly,thank you very much for your calification, we hope you see you soon.

8/10 Good

Micaela Renee, Waukesha

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Dec 2022

10/10 Excellent

Breanna

6/10 Okay

Mary

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The setting is gorgeous. The property, however, needs some safety upgrades (better lighting, better gutters/drainage system, and handrails along stairs). Also, we paid for "preferred" status but noticed little difference from non preferred status
Stayed 7 nights in Nov 2022
Response from Reservations Manager on Nov 18, 2022
Dear Mary, thank you for your valuablr comments.best regards

10/10 Excellent

Neil

10/10 Excellent

Simon

Stayed 5 nights in Oct 2022

10/10 Excellent

Sonja C

Stayed 3 nights in Sep 2022
Response from Reservations Manager on Jan 9, 2023
Dear Sonja, thank you for your calification, hope to see you soon.best regards

8/10 Good

Scott Edward

Stayed 5 nights in Mar 2022
Response from Reservations Manager on Jan 9, 2023
Dear Scott, thank you for your calification.best regards

6/10 Okay

Sarah

Liked: Property conditions & facilities, room comfort
Disliked: Cleanliness, staff & service
never again
Would not choose to stay here again. I was especially disappointed with the check in process at Secrets Papagayo. We just travelled up from the Westin Playa Conchal which was super efficient whereas when we got to the property gate, the gentleman here could not even find my name though the one at the main lobby could. In addition, we waited a while to be taken to the Preferred Club where we were checked in by Angelica. She was not friendly or seemed at all interested in us. We then waited 25mins for a shuttle to be taken to our room. After 10mins of waiting my husband asked her how long it would be- she said she didn't know. In this timeframe, two other shuttles picked up people from outside. For us to have booked a Preferred Club room, there is nothing that feels "preferred". The price currently does not seem justified based on the service received. In addition, we met Yalmar with the VIP team on the 2nd day and he took my husband's phone number down and said he would What's App him so we could get in touch with any issues and we never heard from him again. Also, the housekeeping team was really sloppy. Usually, they would tidy up toiletries, etc- I returned to see toiletries in the same mess I left them in. They also took our dirty towels but never gave us clean ones until I called reception. Also, we used up the tissues in the tissue box and I don't think they even looked to see if it needed refilling as it wasn't refilled for the rest of our stay.
Stayed 4 nights in Aug 2022
Response from Reservations Manager on Sep 7, 2022
Dear Sarah,Thanks for take the time and give us your valuable comment,Best regards