Secrets St. James Montego Bay - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

10321 reviews

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  Secrets St James in need of Upgrades and Upkeep!!

  Secrets St James was not a good experience for me. I had heard such great things about it over the years that my expectations were extremely high. What I found was mediocre service, indifferent staff and outdated furnishings. Secrets St James is in need of some upgrades and upkeep. I would suggest visiting the property “Breathless” next door. Difference of night and day.

  Jul 06, 2025
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  Celebrating 19th Anniversary-Travel Agent Site Visit

  Reason for visit: Celebrating 19th year Wedding Anniversary and Travel AGent Site Visit for Future Client Recommendations Personnel: Ms. Regina Mcmahon, was the highlight of my trip. One of the best managers I had the opportunity to meet. I had an issue with my room the first night a few maintenance issues. I received a call from Regina the next morning and met with her. The beautiful Regina was amazing she rectified our issue expeditiously. Regina went above and beyond expected. She provided us a complimentary upgraded preferred room in the same building for our inconvenience . The room was very nice and the view was lovely. She checked on us every day twice a day to ensure no other issues. She made me and my husband 19th anniversary a memorable moment. I can’t say enough about Regina (10 out of 10) just know she would be the main reason for our return! Ms. Shadea Jamieson, responded to my email requests prior to arrival, provided information for preparation of trip. Definitely a big help.. She called to check on us when she returned to work but I was leaving the next day so unfortunately, didn’t get a chance to meet her in person. Maybe next time. Ms Joy: Was always pleasant with a smile and kept our drinks coming when entering and exiting the bldg. Myron: Service with a smile as well. Always inquiring if we need anything. Appreciate it. Young Lady across from Concierge: Unfortunately I can’t remember her name across from concierge desk (married 10 years) she greeted us every time she seen us which was so refreshing. Some Others were kind of quiet during passing didn’t want to engage much but I’m the type of person to say hello in passing. Notice tips were expected everywhere I don’t mind tipping its just seems as if it was needed to receive better service. Preferred didn’t seem preferred in services provided but luckily I had Regina to make everything better. For example, 4th of July celebration preferred member weren’t VIP ($99 charge per person) first place I’ve been were you had to pay for entertainment. Room: It was like home away home in the upgraded room St James Preferred Master Suite (1-king bed with separate living/dining) from St James Preferred Junior Suite category. I must say both had a nice view. You have to review some YouTube videos a little dated but very nice. My only recommendation would be to have liquor bottles/dispenser in preferred rooms for enjoyment and accessibility. Mini bar only consisted of beer, soda, water. Turn-down service available as well. Room service available as well just order 1-2 hr advance. Restaurants: Blue Mountain-nice indoor oxtails and curry goat were great. The hubby and I really enjoyed. Himitsu-The hibachi was good unfortunately didn’t get a show (our cook didn’t engage, watched the other cook younger gentlemen he was good I was recording him during my dinner but the food was as expected)it was hot kind of uncomfortable (covered outdoor setting) a cooler environment would make it a little more enjoyable. Bring a fan. Altitude-My favorite (on Breathless side) Rooftop setting the ambiance, music and view is great. Lamp chops were excellent. Stateside I get about 5-6 bones. Received 2 bones they were sooo good I wanted to order another. LOL. Hats off to Chef. World Cafe-Buffet style with Cooked to order cuisine available ie (grilled salmon, shrimp, steak, burgers, etc) nice touch to buffet style dining. Other restaurants as expected didn’t visit all. Recommendation Preferred dining would be nicer with Cooked to Order Services. Appetizer food sat out with no cover over food didn’t partake. Beach- 9 out 10, Clean w/minimum seaweed, plenty of covered seating, Drink service was good. Plenty of towel readily available. Pools- As expected, swim up pool bar on Wild Orchid location. Would have been nice if on Preferred locations. Entertainment Daily activities as expected -Highlighting Bob Marley Show and 4th of July celebration (Additional $99 for VIP status even if preferred, think it should be included) Casino: Entertaining open to roughly midnight….bar and pool table nice touch. Night Club: Approximately 10-2pm nice DJ for after hours. Variety of music. Resort Shopping; As expected, pricey but shops available if needed. Key Items Notes: Sunscreen, Hats, Sunglasses, Men sleeve shirts, dress sandals-Check restaurant dress codes prior to arrival, Pool Floats. Excursions: Been to Jamaica 5x just wanted to enjoy resort. Overall: Ms. Regina 10 out 10. Excellent customer service. Would be the reason I recommend and return. Food and Entertainment 8 out 10. Some VIP areas during entertainment upcharge. St James Preferred Master Suite 8 out 10. NICE VIEW… Separate Living/Bedroom Area. Oversized Balcony with Sitting Area/Jacuzzi (2 way entry to balcony).

  Jul 06, 2025
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  Not a great experience

  The facility is well maintained. The simmer experiences was not good. The service was slow & food mediocre The pool bartenders service was very excellent. This is not a Sandals resort.

  Jul 06, 2025
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  Vacation

  Property is excellent outside. Beaches pools grounds very clean. The rooms need cleaned better. Floors very dirty. Not cleaned daily. Food is barely average. Nothing great. Probably the best meal was our lunch buffet on the last day. Overall love jamaica. Been there a few times. Just was there in March also in negril. It was nice getting to the hotel in 20 minutes instead of 2 hrs for negril. Will keep going back but probably different resorts each time.

  Jul 05, 2025
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  Potential for Perfection but No - Sorry

  Day 01: Room Allocation Room 01 – 2316: The room was supposed to be a ‘sea-view’. What we received was a pool-view with a partial sea-view in the distance. The pool was full of very loud, drunken individuals at a swim-up bar. We sat for 5 hours without food as they attempted to find us a correct room. The Night Manager identified to me as Duke, eventually made contact after persistent requests and he apologised profusely stating that no-one had made him aware of the situation. He offered to upgrade us to Preferred Status with a full sea view. Room 02 – 4208: The room looked fine on entry. Unfortunately, the room proved to be poorly maintained with thick dirt around skirting areas in bathroom and main room. The skirting in toilet was disgraceful with chunks of filler in clear view. The room once again was over a pool. We were advised by Tania that we were mis-advised by TUI as the hotel did not have ANY Ocean and/or Sea Views? This was in total contradiction with the Secrets St. James, own website. After further discussion we were offered and transferred to another room. Room 03 – 4408: Still over a pool but at highest level so view not destroyed by pool view with so-called Preferred Status. Well, whilst informed that we now had an upgrade to ‘Preferred Status’; no-one introduced themselves, invited us to the reception or discussed what was available. It was not until day 5 when I went to request a ‘new tablet that a lovely young lady identified as Jodie-Ann apologised and assisted us. Prior to that day, we found that our ‘tablet’ was not working and following a call to the main switch board, presented it to Preferred Reception for an exchange. Our tablet was not operational until 2-days before we left the resort. Preferred Lounge: Unlike the official rating listed on the TUI website, the official status was 4 NOT 5 Star. The status is screwed onto wall in Preferred Reception. A Huge Pool: There is NOT a huge pool anywhere on the resort. Each pool is sectioned, and you cannot swim from one to the other. Your literally have to climb out of one section, walk across extremely hot bridges where the padding has worn off to access another section. A Host of Gourmet Restaurants This is a blatant untruth. The food was not Gourmet and/or Al A Carte! The only area with any level of decent food was the World Café and that was dependent on staff, leftovers, from the ‘so-called’ Gourmet restaurants and what you were willing to ‘tip’ waiting staff. On one occasion, the lamb ribs located in the Preferred eating area were literally offered over 2 evenings. As prior communication should have identified, I am a Type 1, insulin dependent diabetic. On numerous occasions, I sought advise regarding the composition of drinks and food. All I was advised incorrectly, was that all juices were fresh. The varying range in glucose readings on my Libre System proved that this was not the case, even when I made specific requests for low sugar drinks. The only time that I received what I requested was the ‘in-room’ mini bar. I was told that Housekeeping had been advised to leave one ‘low-sugar tonic water’ in the room on a daily basis? It cost us a constant relay of 1000 to 2000 Jamaican dollars on a daily basis to receive, zero sugar coke and tonic water. World-class Spa No comment as we did not visit. A TUI rep will make visits to your hotel. Your TUI rep identified to us as TIPO was a disgrace! The man is too stoned to care!!! My husband and I requested guidance from Pito via the TUI app, but the virtual assistant responded. We finally found Pito two days before ur return to the UK. I explained that I am disabled thus wanted to do a simple trip ideally a boat trip that included the sunset. Pito suggested a 'party cruise' but we declined. We stated that we would like to know more about the Luminous Tour. Pito stated that the trip started at Montego Bay and lasted about 2 hours, so we booked for a 4:30 departure. Unfortunately, Pito failed to advise that the actual trip was from Falmouth not Montego Bay and did not set off until sunset. We joined the taxi at 4:30 expecting to drive to another part of Montego Bay. We eventually arrived an hour later in Falmouth. At that point we asked the driver, Dwayne, for the time of departure, and he said you have to wait until it is dark? That meant we would be sat there for another 1.5 hours minimum. He also said the actual trip lasted 45 to 60 minutes. At that point we asked the driver to take us back to the hotel which he did without problem. During our return he apologised profusely, stating that Pito should have explained the process. The following morning, we approached Pito and requested a full refund whilst asserting the fact that he had misinformed us. His automatic response was that he had to; 'speak to his manager'? I stated that the TUI guidance clearly states that he, Pito as the rep is our point of contact regarding cancellations, refunds etc. but he refused. We asked for the contact details for his manager, he blatantly refused to provide the details, stating that they had nothing to do with our discussion? At that point he stood up and walked off towards his office. I followed and repeated my request for his manager's details to which he refused. He then claimed that I was 'raising my voice'? This is from a person that literally walked away from us resulting in me having to stand up and hobble after him. I told him that his conduct was a disgrace and suggested that he refrain from smoking Ganja as it was clearly affecting him. Holidays here also come with 24/7 support on the TUI app and by phone. On-line TUI staff that dealt with room issue one reported were excellent. Holiday rep that mis-guided us; disgraceful. Just so you know, this accommodation is exclusively for adults – Incorrect! After a couple of days in the Preferred Section, my husband and I ventured into the Breathless Section of beach and collected associate purple towels. Whilst in that beach section, there were a couple of families on the beach. We do not know their background but one had a small child constantly crying whilst another had two male children in the water snorkelling as the father quite rightly watched in the water. We observed as a male security officer drew their attention to us. Not a problem but mis-leading all the same. In conclusion my husband and I must express, re-iterate and assert all concerns specific to our experience at Secrets St James. All issues recorded in this document were brought to the attention of staff at Secrets St. James and TUI both on-line and ‘in-person’ where applicable.

  Jul 03, 2025