Secrets Wild Orchid Montego Bay

We have been to Secrets 3 times, and we did not know if we wanted to chance a fourth visit. We had 2 great experiences the first 2 times at Wild Orchid. The third time was not so good at St. James. The rooms were not done consistently and the turn down service was hit and miss. That is why we were hesitant to come to Secrets again. We booked the Preferred club at Wild Orchid with butlers this trip. That decision proved to be a wise choice. Our check-in was quick and efficient. Our Butlers, Adia and Devon were excellent. They were friendly, knowledgeable and professional. They arranged our dinners, and we never had to wait in line. If there were issues, they helped correct them. Our beach chairs were ready for us every day with a cooler of water and beer. Thanks to both for making our stay very comfortable. There was a major event that brought everything to a grinding halt. There was a labour issue where the staff walked out at the first part of our stay. The staff were frustrated with their situation and went out on strike. It only lasted the one day but it opened many eyes to the labour situation in hotels in Jamaica. During the strike our butlers kept us updated on the situation and eased our concerns. There was no housekeeping that date or the next. We paid preferred rates but did not get the service. We do not blame the staff for this. The hotel management was not seen during this time. There was no apology from the hotel, and it appeared that they did not want to communicate in any way with paying customers. They left that to the employees. During this time we saw staff take initiative and supply guests with water, drinks and information. I can’t mention enough the feeling the guests had toward management. Several years ago, I stayed at a Marriott that the staff went on strike. The GM of this hotel was in the lobby everyday talking to the guests, assisting with their concerns and being available for anything that came up. That was leadership! No at Secrets- many commented that they seemed to be hiding behind the staff that were helping the guests. There were some dinners that were great and other that were spoiled by poor service. At the Asian a la carte restaurant we were served cold entrées because the waiter serving us spent a significant time not doing his job. The food was probably in the kitchen waiting to be delivered. Another night Bordeaux was a disappointment because the food was cold again (different waiter) and the lamb was horrible. You could not cut the chops, so much fat and grizzle. We went to Breathless and had the same situation when we ordered the lamb. It was unedible. Even when we asked for a sharper knife, it would not cut through the meat. There were many bright lights on the staff. I mentioned out butlers, Adia and Devon. Our housekeeper Anna Kay was excellent. We learned that the days that were missed she was off. Hotel leadership dropped the ball to cover her days off. The beach staff, Shereece and Kerry Ann always remembered what we liked to drink and at what time. DeonDre was one of the lifeguards that worked on the preferred beach. She had a great sense of humour and everyone loved talking to her. A small encounter with a towel concierge, Jordan O’Connor (age 24), made us feel like we were valued as visitors to the hotel. He was collecting towels one late afternoon and stopped to say hello and asked where we were from. During our conversation, his phone rang and I asked if he was going to answer that. His answer was that he can call them later, presently he was talking with us. That impressed my wife and myself a great deal. That is customer focus! Coco café was a great spot for coffee. We loved our cappuccino in the morning and our Jamaican coffee served up by Erica in the evening. If we go back for a fifth time we will book in the preferred section of Wild Orchid and have the butler service again. We love the people of Jamaica. They are friendly and warm. In every resort you meet staff that may not be having a great day. The overwhelming majority of staff at Secrets will greet you with a big smile or thumbs up! Read less