Chen Rio Beach

Staff is so nice and welcoming.

Secrets six night stay and were disappointed by day two. We had an urgent wildlife issue in our room and told the front desk we were frightened. After three phone calls, two trips to the front desk, and asking for a manager, it still took 50–60 minutes for someone to arrive. We’ve also had a major ant problem. The bathtub initially ran yellow water, the cold-water faucet did not work, and the bedroom balcony door came off its track and hit me on the head—a serious safety concern. As gluten-free and vegan guests, we found very limited dining options. The front desk lied about separate menus. We also saw a bird in the dessert area and flies around the salad bar, daily. Although this is advertised as an adults-only resort, children from the neighboring Dreams resort are frequently on the Secrets property. The “90-minute VIP presentation” turned into a three-hour, high-pressure sales pitch for a nearly $30,000 Hyatt membership. When I said I was leaving, I was made to feel guilty, and when I called the sales tactics aggressive, I was told that meant they were “doing their job very well.” The highlights have been the friendly housekeepers, wait staff, hostesses, and entertainment team. The room steamer, stocked mini fridge, comfortable Preferred Club loungers, and snorkeling were also appreciated. Unfortunately, the service, maintenance, safety concerns, and misleading sales experience have overshadowed what should have been a relaxing vacation. Will not return to a Secrets.