AMResorts
Reviews and Complaints

From arrival to this resort it has not been a great 14 days stay. Day 2 fell in room due to floors being damp and slippery, this fall resulted in large laceration to my face and a trip to hospital with a 1220 usd bill. When staff arrived on scene multiple allegations towards my husband of domestic assault. We left adult pool after a few drinks remembering nothing when asking for drug screen was quickly told no and all employees checked on arrival to resort for drugs this is not true drugs were offered on beach more then once and the smell of marijuana permeated the hallways at times. We were told that security footage would be pulled and checked and we would be notified and able to view within 3 days with no further follow up. I asked for paperwork that I signed post my accident and told not on site to email a certain person and at this time paperwork still has not been recieved but I am sure my lawyer will be able to get this. 14 days stayed and 1600usd for upgrades to preferred with little to no services we have asked multiple days for room to be cleaned bar to be stocked etc. I have never been to a am resort with such poor customer services lack of follow up post accident 3 plus days post accident before follow up then 2 days prior to leaving. We did attend a unlimited vacation presentation as we do love the AM resorts in mexico however post that never given the bonus as said to be given when asked laughed at, my husband and I were interested in buying in however with this service never again. I do feel that we should have some sort of compensation from am resorts but feel with services recieved this 14 days trip this will probably not happen

We stayed at Dreams Jade resort from April 2-10. Confirmation # [protected] booked through Orbitz travel. We stay at AM resorts every year and enjoy their level of service. We booked a preferred club ocean view room for 8 nights. However we found the resort very negligent with a safety issue. My husband enjoys beach volleyball and we make sure the resort we book plays daily. However, the volleyball court was very dangerous and my husband got hurt landing on a rock wall too close to the court. He could not play volleyball, swim or walk the beach the entire week as this happened on our first day. All he could do is sit with his foot up. This was the fault of the resort as the court was not safe and injury resulted.

I stayed at your resort from 20 March 2022 for 10 nights with my son. We had separate Xhale rooms. We normally stay at Secrets Wild Orchid in Montego Bay something we have done post covid at least once a year staying in the preferred rooms. I will come back to my disappointment regarding Secrets later.

Breathless is not value for money. The workmanship in the rooms we stayed in was in my view very poor. For example the door where you access the safe and fridge was not flushed also there was no obvious groove to open either doors. The former was put right when I bought it to the hotels attention although you had to open the door from underneath. Water trickled it’s way out of the so called rain shower and looking up you could see wires hanging in the groove above the shower. A hook where I wanted to hang my dressing gown was at least 3ff if not more above my height so I had to jump to hang my robe. There was not consistency in terms of towels gowns etc in the room and my son was given a robe that had a large tear on the back. He took a picture of this and showed this to one of managers . On one occasion when my son returned to his room just after 6.30pm his room has still not been cleaned which caused him some inconvenience. The TV in my room had to be changed and I was given two remote controls to use one being for the volume.

The positives are that staff in the main was helpful and courteous but this was not always the case. On occasion I had to discreetly ask a waitress on the beach why she had such a negative attitude towards us observing she treated other guests more favourably. We are black and the others guests were white. On so many occasions she walked pass us and not asked if we wanted anything from the bar. On one occasion I ordered ginger beer. I noticed that she returned with other guests drink but not mine. 30 minutes later I asked for the drink. There was no apology!

I am bemused by the fact that how is it possible that drinks such as red stripe light and Dragon Stout (both made in jamaica so does not have to be imported) not be available at all the bars at Breathless or Secrets! That is so ridiculous particularly as my son drinks Dragon Stout which was scarce during our stay and must be rectified. The cabana mattresses on the beach was filthy which was disgraceful for a quality hotel you make out to be. It’s crazy that you share what is a very small gym with secrets so this was not always accessible to us. The butler service needs to be review particularly as at times they were not always accessible and I did not feel that I was provided with an additional service which I paid for.

In my view Secrets has gone down in what was an amazing resort in terms of the restaurants quality choice and standard of food. Staff did not appear friendly or motivated and in my view did not always show any warmth when providing a service but simply just turned up for work. I understand you took the cream of the top from Secrets placing them at Breathless which does not make sense as you could clearly see the difference in terms of customer service including use of common sense between the two resorts.

The entertainment team headed up by Vanessa is your saving grace.

Our stay at Breathless was not as enjoyable as it could have been due to our experience detailed above which to some extent was was corrected in the last few days our stay which was too late as the damage was already been done. I paid just over £11,000 for what was a much needed and well deserved break given how difficult things has been for the last 2 years due to Covid. Our stay at Breathless was not value for money.

I always give feedback on trip adviser but felt I needed to raise my concerns with you first.

We're writing to you to complain at our treatment while at Secrets St James Jamaica from 3rd - 10th March 2022 staying Preferred Club room 4414.

The incident arose around a complimentary meal that we were made to pay for, the details of which are as follows.

When we arrived on Thursday3rd March we were invited to attend a seminar on all secrets resorts by Brittany on the Saturday for about 90 minutes in return for a complimentary romantic dinner for 2 as it was my wife's birthday on the 6th and our 1st Wedding anniversary on the 7th when Brittany enquired, a complimentary meal was agreed.

We turned up at the designated time 08.25 for 08.30 in the breakfast room by reception but no one was there, after 15mins we asked at reception and was told that Brittany would be straight over to collect us, we waited another 15 mins then decided we were forgotten and went to the beach, We then assumed that the complimentary dinner was now off.

Monday evening just as we returned to our room about 17.50 the phone was ringing, it was the romantic dinner people saying that we had a complimentary meal arranged for 18.30 that evening and could we be there by 18.15, somewhat shocked I asked twice more whether it was complimentary which was confirmed as yes, then my wife also asked and again confirmed, somewhat bemused by the phone call we accepted it at face value, we went to the meal which was thoroughly enjoyable.

Upon checking at on the 10th March we were somewhat shocked to be presented with a bill for $230 for the dinner, we tried explaining what happened but no one was interested, while this was going on the reception clerk asked us to complete a survey on our stay which I declined only to observe him filling it in for us [presumably giving you straight A's].. eventually we went to the main reception and spoke to a manager who refused to listen but asked did we have the meal and if we didn't pay then we couldn't leave the hotel to get in our waiting taxi.

To summarise firstly why would we be on their system for the meal and secondly why would they confirm its booked and complimentary if booked by us I think we would have remembered and given ourselves more time to get ready! Thirdly we hadn’t selected from the menu, It seems clear to us that it’s the staff's error and not ourselves

This has left a bitter taste in our mouths and there must be something wrong with your systems and procedures when this can happen. If I had booked it then I'd have happily paid.

I would like an apology and the $230 refunded to my credit card as a gesture of goodwill, this episode completely spoilt the end of an otherwise wonderful holiday.

Thanking you in anticipation

Gary Rogers and Janice Howard

The "resort" has assumed many different names. I would HIGHLY recommend that you do not book with or through this service/resort. My experience has been exhausting and still up-in-the-air. I first was told on the phone AND by email that I would receive a partial refund for the cancellation. Then another email stated I would get "Credit" that must be used by a certain date. One of the most difficult problems is that this is not a US resort/agency and as such they do not have to follow the US rules. If you decide to book, use a US based company to better ensure a legitimate booking.

AM resorts sold me a luxury vacation and have delivered the lowest level of economy bare-budget customer service I have ever seen.

The reservation was mismanaged, the follow-up is zero. I am out my refund for my business class airline tickets which my travel agent and her supervisor state that didn't know my ticket was canceled.

Not only was my ticket canceled and I have received no refund. The supervisor promised to promise a refund immediately on our call it's 14 days later and no refund is insight.

I left multiple messages and sent several emails to my agent and the AM star corporate office and have not received the courtesy of a response.

I also had to be reticketed for a flight I already paid for at a rate of $470.00 more and was promised AMSTAr would advocate with United on my behalf which they have not. So I'm out my initial $850.00 business class ticket which was paid in full to AMR and I'm out a $480 upcharge. AMR sold me champagne and delivered Koolaid. Shame on you. I was also charged for COVID tests that were included in my upgrade. Unethical dishonest sketchy behavior across the organization.

I called to reschedule my trip at the end of December 2021 asking to reschedule my trip. I was charged a penalty of two nights stay to do this even though I called more than 30 days in advance. The lady at the 1-800 number told me our resort is Costa Rica refused to waive the penalty.

Costa Rica was the resort where we bought our membership. We were treated badly and unfairly. We already have a memberships but I would warn people off buying a new membership. When things go well you don't have any complaints but if you need to reschedule or move a date, they don't treat you right.

The worst customer service anywhere. Many excuses limited language barriers. to think out of the box. The supervisor's are robotic and pretty much useless at simple problem solving, finding corrective action plans, a very small base knowledge and limited wiggle room to act or resolve issues independently.

I was forced to pay for two COViD tests that were included in my package. Deceptive disgusting dishonest behavior and company.

My flight was also canceled I was not informed and if not for my proactive nature my entire Trip would have been ruined. I HVE NOT received a refund for the canceled flight nor did my travel agent return any of my calls.

I also incurred an additional $490.00 last minute charge to rebuy tickets I’m out over $1215.00 and no one from my AM star booking agent, supervisor or corporate has returned a call or advocated to help. EPIC FAilure incompetent staff only interested in sale not client satisfaction.

I am still waiting on a significant refund from Secrets St. James, Montego Bay, Jamaica, from back at the beginning of December 2021. I have called over 5 times to date and was hung up on twice. In December, my fiancé and I were double charged for an excursion we went on. The excursion cost $326.87. We were informed at the start of December that our credit card would be refunded the full amount. We followed up with the hotel mid-December, and was told the hotel refunds were backed up and we should received it within the next month. No refund has been received. Very poor customer service.

Awful customer service. First, my clients arrived and were taken to Wild Orchid, instead of St.James where they initially booked. They were told Wild Orchid was an "upgrade and a newer hotel". They were not given any other explanation. Early checkin was requested, but couldn't be accommodated when the hotel is only at 60% capacity. When they went to the room they were not presented with the honeymoon package, as promised. They did not have a honeymoon banner, flower, champagne, or eternity honeymoon package info waiting for them. They were actually told they had to pay for the package, which was not the case. Their itineraries stated the package was included and they showed the front desk that, but the hotel continued to argue about it. While waiting for their room to be ready, they were given a sales pitch and talked into a presentation. The clients said they've continued to try to give them a sales pitch throughout the whole stay. Trying to sell them on future vacations, instead of trying to make this stay the best, so they'd want to come back. After hearing about the problems they were experiencing, I got involved and called. The manager was supposed to speak with them immediately and never did, on that day. They weren't able to schedule their dinners, massages, or facials due to the hotel continuing to state that they weren't included. After multiple hours on the phone, back and forth, and my clients having to go to the front desk multiple times, another manager spoke with them. They said the manager was rude and immediately defensive. They asked for an upgrade, to have a fresh start, or to be moved to the resort they initially booked. They were then told the upgraded rooms were all booked & St.James was under renovation. First time I've ever heard this. The manager was able to book their massages, and beach front dinner. They did not offer any solutions to the problems. They simply just provided what they already paid for, and had to fight for. Every single request had to be fought for tooth and nail, when they should have not been switched to this resort to begin with. The hotel did not accommodate them at all, and basically didn't want to hear about the dissatisfaction. They continued to be rude and treat them as if they were asking for too much, or something that they didn't already pay for. They also refused to put them back in their original resort, saying they had nothing available. The resort is only filled to 60% capacity and that is the most ridiculous thing I've ever heard. All in all, I feel my clients were not treated fairly and no resolution was made. I will never recommend Secrets to any of my clients, ever again. I am also a destination wedding specialist, and will not recommend anyone get married at this resort, after this awful experience.

This is the vacation that never seems to stop being disappointing. AMR sells all inclusive that includes nothing, then spends all their time trying to up sell you things. It's almost stressful. If it is included it is made to be intentionally inconvenient. Dreams Riviera Cancun has been a complete disaster and we are just ready to be home. When we booked my wife upgraded to a king bed, when we arrived we we're put in a room with 2 full beds. When my wife complained they literally couldnt have cared less. The restaurants don't take reservations so you spend half your time waiting in lines to eat, usually a 2 hour minimum. They have very limited hours on everything so it is usually closed or such a long wait you can't get in before they close. All the bars close at 6 except the one in the lobby. We were woke up at 4:30 in the morning to them working on the hotel. I needed sun glasses because I forgot mine, $100 dollars at the resort, I bought some same ones in town for $7. Nothing about this trip has been relaxing, convenient, or made us want to come back.

After spending $4, 000 on a vacation that was cancelled numerous times due to the global pandemic, the lack of follow up & follow thru on updates and information was abominable.

Over ten hours have been spent on the phone with AM resorts between sitting on hold and being transferred to numerous departments - I have never felt so disrespected.
I have been told by numerous agents I would receive follow up information, flight credits, and call backs on the number of issues regarding my trip and not once has someone followed up.

AM resorts gladly took my $4, 324.02 and then proceeded to let me fight tooth and nail for my money back - OF WHICH LESS THAN 1/4 WAS REFUNDED.
Reason being - all of the trip money is tied up in flight credits and I need to call the airlines.
After speaking with both Frontier and United - I was told the airlines refunded AM resorts, but due to the system being down with AM Resorts Air Department - no one was able to help or circle back with me.

I have continued to call and ask for even a copy of this information for my records - and still nothing.
I am incredibly upset and feel taken advantage of.

I paid for a vacation and we leave on the 11-18 Dec 2021 and I called the resort to make sure we were picked up. The resort says AMResorts cancelled it in October. The agent says I'll call you back and now I get nothing. Secrets Moroma Beach says they can't do anything! I'm waiting on a call from UVC because the agent had all my information that is in my file.

My Confirmation #: 616332494ebab
Order Number: 5782453
My AA Flight (#1503) was cancelled on 10/30/2021.
I immediately called Amstar and asked if they would still pick me up and take me to my resort (Hyatt Ziva Riviera Cancun) despite my late arrival.
I was told Yes, by the Amstar representative, because the delay was not my fault.
I arrived at Cancun Airport around 11:45 PM.
Four other people on my flight got on Amstar, and you left without me.
(I had lost luggage to resolve, which took me an additional 10 minutes.
Because you left without me, I had to take a cab which cost $78.
I have receipts for my cab and Amstar reservation (attached).

I made reservations with Dreams Riviera Cancun, directly via their room representative. I called and reserved 8 rooms at that time there was a promotion if you book 5, 6 or 7 the next room is free. That was the reason I booked with this hotel. Once my arrival was a couple of weeks away I called to ask how I would be getting this free room since I had already paid a deposit. At that time they asked if I filled out the form? I said what form. I found out from that representative that I had to fill out a form 30 days prior to stay to "qualify ", and since it was not filled out I didn't qualify. I was so upset.. why did the inital rep fail to tell me that? I would have filled it out as soon as we got of phone! I paid over $10, 000 US dollars and if I would have been able to cancel without losing my deposit I would have and went somewhere else.
A. Villalpando
Stay was week of 10.11.2021

Resolution to lack of service, professionalism, safety, and cleanliness. During our recent trip to Cabo we experience all of the above from multiple dirty rooms, to lack of professionalism from staff, safety due to the construction through out the resort and cleanliness in the rooms from dirty maintenance debris to hair in the rooms.
We checked in at 3:30pm and we're give a dirty room on which a housekeeping manager came and stated it was accidental as maintenance had been in the room post cleaning and created the mess. The next room we were offered was dirty as the bed was not made an also bathroom was not cleaned. The third room was in the same condition and on a floor were construction was taking place. We were than told to wait till 7:30pm for this to be cleaned room. When asked about the missing ceiling and wobbly walls I was informed it was hurricane damage and they would have employees working at 6am on the damage. I asked if we could have another room and I was notified no. At this point we had no other option but to waited for. We went to dinner and arrived in our new "clean" room at 9pm. We were so tired so we went straight to bed. The following morning we awoke to hammering outside our door, we decided to shower and get ready for the day and while in the shower when I pulled down my towel a large hair ball fell at me. I have dark brown/black hair and the hair that fell at me was blonde (see picture below). I spoke to concierge management several times and keep
Getting told we are sorry hope things get better for you.
We paid for preferred room rates to have extra amenities but was not able to do so as the all the services were not available food in the preferred lounge was never available. The premium liquor was always out, complimentary massages were never available, extra services at the spa were not available due to lack of staff. The resort that states they have bilingual staff and 95% of staff did not speak any English, which made it very difficult to communicate.
The entire resort has construction debris and paint everywhere.
The Dreams Resort needs to be renamed The Nightmare Resort!

I was scheduled to go on my honeymoon from August 30-September 5. I live in Baton Rouge and as a result of Hurricane Ida, I communicated with your customer service team on August 27th that I may need to reschedule due to the hurricane. The customer service rep indicated that it was not a problem and to communicate back with you. On August 28th, I communicated again with your customer service team and indicated that I would need to push my departing date back 1 day to August 31st, as a result of the hurricane and cancelation of united flights on August 30th. After spending over an hour on hold, the customer service representative indicated that he would have to first confirm with the hotel (Secrets Playa Mujeras) despite the prior representatives' representations a day prior that it would not be a problem. The representative on August 28th indicated I would receive confirmation by email within 24 hours. I received no such confirmation.

On both August 27th and 28th, both customer service representatives advised that I would receive an email my flight status (United) and whether it would postponed/canceled. As Ida made landfall as a category (4) and was one of the most deadliest hurricanes ever to make landfall in the U.S., i was very concerned that flights would be postponed, canceled, and/or delayed on August 31st, which i communicated to your representatives. However, both representatives advised me that I would receive email updates. I received no such updates.

On August 29th, Hurricane Ida made landfall in my State. On August 30th, I unilaterally checked United app and discovered that my flight on August 31st was canceled. Although relying upon your customer service representatives prior representations, I received no notice that my flight was canceled from AMR. I then spend approximately 6 hours (almost 5 of which was spent on hold at various times) on the phone with your customer service representatives in an attempt to reschedule my flight and advise the hotel that i would be departing on September 1st. I was advised by your flight team that my options were limited to only 1 flight on September 1st at around 2pm, which i was forced to accept. This was false.

On August 31st, I unilaterally checked the United app and discovered that there 3 additional flights on September 1st, department around 6/7am, 9/10am, and 11/12am. Although i specifically advised your representatives and flight team on August 30th that I wanted an earlier flight than 2pm, and was advised I would receive such updates, i again, received no such notice as to the flight schedule. Adding insult to injury, the exact same plane as i was originally schedule on August 30th (and was told was canceled) was in fact not, and was departing at the same time on September 1.

On August 31st, i spent approximately 3-4 hours on the phone with your representatives in an attempt to reschedule my flight to these earlier times. However, i was advised that these flights were booked. I was also transferred 7 times to 3 different departments. Each time i advised of my situation, i was transferred back to the same department whom transferred me to the other department. Among these was a beaches customer service department although I communicated to your representatives that I was a secrets - not beaches - customer.

In sum, i spent approximately 10 hours on the phone with your representatives who not only misrepresented critical information that i relied upon to my detriment, but made the preparation to my honeymoon a complete disaster. The false promises that i was advised by your representatives added to an already once in a lifetime stress and frustration while we dealt with Hurricane Ida.

I was also advised that i have "travel credits" with Secrets, none of your representatives could communicate the value of those credits. I request an immediate accounting of those credits.

William Brett Conrad
1160 Madrid Avenue
St. Gabriel, Louisiana 70776
[protected]
[protected]@my.loyno.edu

Food lines incredibly long, and room service is a joke… ordered food and over 6 hours later it showed up. No towels at the pool, broken telephone, and a tablet that never worked. Complained about the phone and tablet from day 1 trying to get it fixed . And wait for it . I showed up with a negative covid test and have been vaccinated, got ready to get my covid test to leave on Thursday and I am now apparently positive and yet my bf is negative (be prepared to pay for a $150 pcr test that they don't tell you that you have to pay for and my bday and the collection date were all wrong on my results ) . This started at 1pm… they told me to pack and that they were quarantining me. Didn't move me until past 8pm. And they assured me it would be as nice of a room. Nope . I'm now stuck in a 4 diamond hotel room w/o the ocean view that I paid for it and NO AC. Oh and I ordered food over 4 hours ago and no one has delivered it. Yeah . I hope the us embassy can get me the hell out of here, cause clearly I'll starve if I'm stuck in quarantine here. Trying to get in touch with a general manager is impossible.

A family of 9 booked and paid in full resort and airfare thru am resorts directly . We were notified the flight was cancelled not changed. With an outrageous up charge required. Finding the same flight publicly listed for less than being quoted. Spoke to numerous representatives from resort and affiliates. Ex applealg, am resorts, apple vacations. Holding for hours for each communication getting no result. Numerous emails sent to each email found affiliated.Being refused a supervisor or upper management. At this point unable to even re book with a different carrier even though received an email stating it as an option. Have paid over $12000 total in full and disgusted before even stepping foot on resort. A nightmare with Dreams/Am resorts so far

We booked a family vacation for a prty of 13 in total. We booked the airfare and room directly through the resort. We were notified that the flight was cancelled. We have since spent countless hours on the phone with multiple parties trying to get the flight refunded to rebook. No one has been able to assist. We paid over 12000 and we don't even have a flight? We get a different story from everyone we speak to. No one has been able to help us. They claim there are no mangers no supervisors.