Disappointing Experience

This is our 3rd time in Jamaica but our first time at Secrets St. James Montego Bay, which contrasted sharply with the warm hospitality we’ve consistently enjoyed at other Jamaican resorts. Unfortunately, our group of eight felt unwelcome and encountered several issues that marred our vacation. Upon arrival, the initial information session quickly turned into a high-pressure sales pitch for expensive add-ons, such as $300+ romantic ocean-view dinners and costly massage packages. Despite my b [... read more]rother-in-law’s advice to avoid signing up immediately, we felt the pressure and enrolled in some offerings, only to face a cumbersome cancellation process later. This aggressive upselling set a negative tone from the start. One significant issue involved a catamaran excursion scheduled for Wednesday. With forecasts predicting heavy rain, thunder, and lightning, we attempted to cancel at the front desk. We were informed of a 24-hour cancellation policy we hadn’t been told about and warned that we’d be charged if we didn’t attend. On the day of the excursion, the catamaran was significantly delayed, and after repeated requests to cancel due to unsafe weather, the staff finally confirmed the trip’s cancellation. However, we were required to visit the desk again to sign paperwork, making the process unnecessarily protracted. Interactions with staff further soured our experience. When my brother-in-law and I inquired about accessing the Preferred Rooftop Bar at the Breathless Resort —based on another guest’s claim that it was possible—the front desk attendant responded rudely, asking, “Who told ya that?” More troubling, the attendant insulted sharply by calling him “the troublemaking Canadian,” possibly in retaliation for the catamaran cancellation. This unprofessional behavior was deeply offensive and unacceptable. The dining options also fell short of expectations. The Mexican restaurant was notably unpopular among guests, and the buffet, while adequate, was unavailable for dinner. The remaining choices—Italian, French, and Hibachi—were limited, and an unpleasant experience after dining at the Hibachi deterred us from returning. By the third day, our group felt distinctly unwelcome, a stark contrast to the inviting atmosphere we’ve cherished at other Jamaican resorts. The combination of high-pressure sales, poor communication, rude treatment, and subpar dining left us disappointed. Regrettably, our group, unfairly labeled as “troublemaking Canadians,” will not return to Secrets St. James Montego Bay.

Disappointed

I’ve never been to any resort that pressured u to spend more money, from the time u arrive , u are pushed with excursions or upsells . Rented cabanas were so plentiful that u had not enough loungers near the pool , best seats at entertainment were available if u bought a premium bottle of wine only. There was no lobby bar to sit with your group , or anywhere else for that matter . Staff was as rude and unfriendly as I’ve ever encountered anywhere and I’ve been to many countries. Some in our grou [... read more]p didn’t see housekeeping for days . This resort is more expensive than most and gives u much less for your money , food was just ok as well . We attempted to cancel our catamaran because of bad weather and I was called a trouble maker be concierge after that , I’m just so disappointed in our experience at secrets , I’ve never put a bad review for any resort before , but our whole group feels the same . Pools were not clean as well

Second visit to Secrets St James

We visited Secrets St James in 2023, and loved it so much, we decided to return in 2024. However, the rooms and bathrooms are showing their age and are very much in need of a refresh. The room definitely did not feel 4.5-5-star. The bathroom appeared to have many touchups of paint, waterproof seal etc but very poorly done. The issue of people getting up at 6am to “save” chairs at the beach is a BIG problem that I hope the hotel will address by at least installing more umbrellas so half the gues [... read more]ts aren’t forced to “bake” daily in direct sunlight. The hotel was nowhere near capacity and there weren’t enough umbrellas to sit under. In addition, many people would save a chair but didn’t return to use it. Although this was happening when we visited last year, I don’t recall it being as big of a problem as this year. The beach is calm & lovely and there are lots of activities at the main pool daily. Preferred Club pools are quieter. Guests should be reminded to not disturb what little wildlife there is at the beach - one guest took a starfish out of the water & left it on the sand for about 30 minutes, until she was done taking photos with it and then put it back. Starfish will die within a few minutes of being removed from water so that one likely didn’t survive. The food was good; there were more than enough options so you could always get a decent meal The dinner portions are small so you have to order a couple of appetizers. The Jamaican & Mexican restaurants were on a rotating schedule so only one was open at a time. We had at least 30 minute waits to get into the restaurants but that wasn’t a big inconvenience to us. Food at the Jamaican restaurant was excellent. Breakfast and lunch buffets were great, including lots of salad options for lunch. We ordered room service a few times (lunch & dinner) which was very good, always delivered hot and the portions were larger than what we got at the restaurants. The hotel property itself, gardens, beach etc were beautiful & very well maintained. The majority of staff we encountered were courteous and very helpful. Hyatt is currently promoting “Sip, Savor & See” - if you aren’t in Preferred Club, it allows you to visit and enjoy the Breathless resort for an evening. Breathless is normally only accessible to Preferred Club guests. Overall a very nice, quiet stay but the dated rooms and the lack of umbrellas on the beach, in relation to the cost of our stay, would likely cause me to visit a different adults-only resort for my next vacation. In fairness, this is a very nice resort but if you’re looking for a 4.5-5 star, this resort is slightly below that, in my opinion.

Secrets St James

Resort was large and very clean, servers were generally good however several were not up to standard. Our outside tub didnt work even after 2 attempts to fix it. No beach to speak of and nite entertaiment was only Fri and Sat

Amazing!

We travel a lot and this is one of our favourites hotels by far! Very conscious of Cleanliness and covid protocols. Service was THE BEST that we have ever had at any resort. Food was amazing and the property itself was well kept and beautiful.

Great Beach

The hotel was very nice. Food was good as well, lots of choices and well prepared. Was slightly understaffed for room service and housekeeping services - in my opinion. Also has a vacation club they really ant you to take in the presentation and they offer you a meal... really it's a meal already included in your "All Inclusive" and I personally don't like that push. I would still return for the weather, atmosphere and the relaxation.

Excellent Resort With A few Shortcomings

We enjoyed a stay of 13 days at Secrets St. James. Our first week was in a Preferred Club Room while the second was in a Garden View although it too had a view if the sea. Obviously the Prefered room had a few extras and seemed to be a little better maintained. The grounds of the resort were beautiful and well maintained and the food was excellent. We felt, however, that the beach was rather narrow and you couldn't really swim in the sea because the water was never more than about four fee [... read more]t deep. While the restaurants were very good, it would have been nice if the buffet was also available for dinner. The buffet was great for breakfast.The jerk chicken on the beach was also excellent. Unfortunately the Sea Grill restaurant was closed.

Outstanding resort, staff and overall experience!

Everything and everyone we experienced at the hotel was excellent. Very clean environment and exceptionally & helpful friendly staff. Comfy pool/beach loungers...NO PLASTIC...that's how you can tell your at a 5 Star resort. Room service was great! The premium booze was always plentiful and the beer cold. No soliciting on the resort was a big plus too! Big bonus that the resort is less than 15 minutes from the airport...it really makes a difference after being on a plane for 4 Plus hours. On a se [... read more]lfish note...as I'm an occasional cigar smoker...I wasn't big on the designated smoking areas. I believe they could loosen up on that rule. However most seemed to smoke where they wanted for the most part keeping in mind their respect for non smokers.

Secrets... 2nd to none

Amazing resort!! Not overly crowded, food was outstanding at all restaurants, everything was easily accessible with only a short walk to the beach. Infinity Pools were outstanding with a wonderful view of the ocean!! Highly recommend you check it out!!

Excellent Resort

Excellent grounds and gardens. Dining very good but needs diary free options. Very well appointed rooms. The bedside tablets were helpful. Housekeeping very good. Beach and pools are well tended with good lounge chairs.

Amazing Resort and Beach!

Everything about secrets st.james was amazing and incredible. My wife and I had the prefect getaway for 5 nights and enjoyed every minute. From the oceanfront 5th floor view, the clear, warm ocean, the fun and relaxing pool with the best drinks, the jerk chicken cart OMG! And the service of the events team, housekeeping team and f&b team was all 5 star! Secrets is our brand of choice and we will be back next year! Thank you for making our trip a memorable one!

Perfect place for Class Reunion

People make the place and a place without friendly dedicated and helpful staff is just a place. The Staff were simply wonderful from bellmen, to cleaning staff to bar and restaurant staff and concierge. Entertainment was excellent, food was good to great. The two golf courses, Cinnamon Hills and White Witch, were delightful. The views at White Witch incredible and the sand traps plentiful. A great getaway for celebrating 40+ years since graduation. Lots of stories that will stay Sec [... read more]ret. Thanks to all the staff.

Very nice resort

Good food nice pool and beach Friendly staff Clean and well maintained Lots of variety of restaurants and flavours Entertainment every evening outside by the water was great My husband felt it was too loud

Wonderful resort

Everything about this resort is fabulous. If you are complaining about something it is more about you than the resort. The food is incredible, the staff are terrific, the beach is great. I have been here several times and would highly recommend it

''LOVELY RESORT''

This resort has pretty well all the amenities you would want...but no Buffet at night which forced you to go to 6 ethnic restaurants AND WAIT TO GET IN.This was a first for us as we have been to many, many resorts. Italian 1 night, French 5 nights, Jap 2 nights. We don't like Mexican, Jamaican Andrea had a bad fall walking over a small wooden bridge ....like an escalator the bottom piece broke apart as it was rotting....''accident to happen.'' Scraped her left knee badly , slight sprained rig [... read more]ht ankle, and bruise right knee and right toe cut.. At 74 it was a shock to Andrea. We helped her up and then went to see Nurse. Nurse was good ( independent of Resort ). Staff member came, to take pictures, said she would get back...45 minutes staff PHONED Nurse to tell us that they were not obligated for any accidents. Secrets 'PHONED US ???? That was their response ?? Long story short, we could not get the top man Hotel Manager..given the run around. Went to lunch buffet...had talk with buffet staff member....then she said' the Hotel Manager was in the buffet line with his wife. 'WELL, I COULDN'T BELIEVE IT.' His name is FRANCESCO. Been there 4 months, travels every 2 years to other Secrets. Really a good talker but no responsibility taken for the money we spent. Secret's very disrespectful and own up to nothing. Called him over, had him talk with Andrea and I over lunch. Security cameras showed Andrea's fall....still no response except 'sorry will look into it.' Nice listener, friendly, gave us two wicker bags to take home ?? Also, we had $5.00 stolen from our room as Andrea leaves $5.00 for the maid everyday. The drawer below the locked safe was open, the room was not done etc. No one claimed responsibility...security was informed, notes taken and we have heard absolutely nothing. Andrea was very lucky that no bones were broken or Skull fractured. She was in pain for the last 3 days and I had to arm her when walking....very sad holiday. Nice resort but indifferent to it's visitors with problems . Lobby staff gave us run around from one staffer to another....then we see him at lunch ??? What luck that I had been talking to the buffet cook and he was pointed out to me.Otherwise who knows ? Spoiled trip for Andrea and I ....they showed lack of sincere concern and responsibility. Unbelievable pretense. Won't go back. Dennis and Andrea.

13th trip was a charm

We can only get away for 3 nights due to responsibilities at home. We need a great resort close to the airport. Every minute in Jamaica counts and we do not have time for traveling further once we arrive on the island. We have be staying at Secrets since 2012. This was our 13th trip to Secrets Montego Bay. On our past trips we usually stayed at Wild Orchid Preferred. Unfortunately this building was totally booked by groups. First time staying at St. James Preferred. It was to our benefit. Al [... read more]l the rooms in our building had been recently painted and refurbished. The hotel staff were as wonderful as always. The grounds are being well maintained and improved. The only major disappointment was with our first dinner at Secret’s Bordeaux. We have found it in the past to be a special dining experience but in the last few years it has been touch and go. Considering this is a restaurant that requires formal attire both our dinners were an extreme disappointment. Usually this is the only restaurant we want to eat at every night for dinner. The saving grace was that being in a Secrets preferred building we had access the Breathless which is located beside Secrets. Breathless is about 2 years old and the environment and the food were a welcomed change and definite improvement from Secrets. The adventure started for us at Breathless at the restaurant on the first floor off the main lobby. It was Spoon for buffet breakfast (not as many menu options as World Cafe but the quality is superb! Dinners were at Culinaria (second nights dinner was continental and the last meal was Italian). Since we were staying at St James preferred the walk to Breathless was just outside our building by taking a bridge over the road. Our steps are numbered so we were in the best building closest to Breathless. Every meal we had at Breathless was purely an enjoyable dining experience. The staff at Breathless are second to none. We like staying at St. James Preferred because it was quieter and the ocean view is spectacular. Breathless was our choice destination for daytime at the pool and evenings at the rooftop bar to watch the cruise ships depart and enjoy the hills of Jamaica. The rooftop bar offered the best views when there was a sunset. I hope they continue offer this perk of being at 2 resorts in the same holiday. Can't wait for trip 14.

Not what we expected for the upgraded preferred.

We went to Secrets St. James "Preferred". We had gone to a Secrets hotel in Punta Cana "Preferred" 2 times previous, so we were under the assumption that all Secrets "Preferred" were the same. Not so, my advise is that if you want to go to this resort do not pay for the upgrade "Preferred" In talking with other people on the resort who were not in the "Preferred Section" they basically have all the same amenities. We have narrowed it down to the only thing that the regular section doesn't g [... read more]et is sunscreen. Big deal. The food not great. The restaurants were not always opened. Entertainment staff were great. (Stella) Bar tender at the main pool was very entertaining as well. (Merlando) Beach Fair. Will not return to this resort.

Great trip!

Awesome resort! Great food, weather, and rooms. The beach is white and the water is blue! Extremely close to the airport which I like. Smooth check in and check out. Mojitos were amazing!! Thank you secrets st James !!

Wonderful vacation

My husband and I recently spent 9 days at the Secrets St. James in Montego Bay. We had a wonderful vacation. The beach, the pools, the food, the entertainment--day and night--were all great. We especially loved that all the restaurants have outdoor seating and the evening entertainment. The houseband Pace is really terrific. On the negative side, the check-in was terrible--it took a half-hour plus and there were only 8-10 of us checking in at the same time. We didn't like that the bathroom is [... read more] open to the bedroom; the rooms would be much better if they walled up the bathroom. The other issue was smoking--cigarettes and marijuana--by the pools, on the beach, and at the tables around the outdoor stage. Smoking of anything should be restricted to designated areas away from other people. Highly recommend this resort, despite the negatives above. The positives far outweigh the negatives, and we will definitely return!

Awesome Vacation

The resort was very well maintained and staff were all very friendly and accommodating. There was always someone cleaning or maintaining something on the property. The pool and beach areas were cleaned daily and ready for use each morning. Of the four available beaches we enjoyed the ones at St. James and the Preferred the most (we upgraded to Preferred upon arrival). The food at all restaurants was very good and proportions were just right. The only minor disappointment was the room. The [... read more] furniture was becoming a bit worn (hotel is approximately 8 yrs old) so could use an update but the beds were very comfortable.