Other Preferred areas at other resorts that we've been to made their preferred lounges feel like a private bar/lounge where you could comfortably hang out and enjoy real appetizers. Very "sterile" feeling, very few uncomfortable seats, and very small area. And the special Preferred Lounge on the 21st floor was a joke. Yes, the 12th floor pool and separate bar were a nice touch, but we never enjoyed the pool because it was ice cold. We thoroughly enjoyed the "newness" of our room, the spa, the gym (incredible-state of the art equipment), and the overall campus. We have stayed about 5 times in the Riveria Maya area, always at all-inclusives. My wife and I stayed at The Vine for 7 days/nights during Thanksgiving week and paid extra for the Preferred Club. And again, kudos to the 25th floor's butler Vanessa, for her tremendous customer service. This is meant to be a "first impression" post. In talking with other guests, we've run into a number of people who were given courtesy upgrades, and they aren't celebrating a significant anniversary. And while we certainly didn't expect an upgrade, it would have been nice if one had been extended, if available. It would have been nice to start off our celebration being ushered into a nice room with the pillows and rum we'd requested, on the side of the hotel we'd asked for. But really, to have the room debacle, sets up the stay on a really bad first impression. Hopefully he can arrange for the issues that should have been taken care of prior to our arrival. It's from their list they provided us.) The good news is that our butler is Cesar, who other TA posters have said is superb. (It's not some sort of exotic rum that we dreamed up. That they tell you what kind of rum you can request in the room, and then no one can seem to be able to procure it. It's very disconcerting that the new Secrets doesn't even acknowledge the travel arrangements you made prior to check-in. BTW while at Maroma, they'd offered us a free upgrade at check-in. We'd cancelled our stay at their Cancun property, which we've been to many times, to try Secrets, having been former guests at their Maroma property. We are platinum members at the JW Marriott - always given a suite upgrade. At check-in we were told we could pay for something if we were interested. When we made the reservation for a junior preferred suite, we were told that if an upgrade was available, they would try to accommodate us, given our anniversary. There's been no acknowledgement of our anniversary. But we've still not received the rum the concierge told us was availabe and it seems to be some sort of big issue. A lovely butler, Vanessa, recognized that we were very upset, and did her best to secure a room for us on the side of the building not in the sun. To travel all this way, spend all this money, and find that our requests have been ignored is extremely disconcerting. Well this request also seems to be something they can't fulfill. So we selected a specific brand and asked that our minifridge include this type rum. When we'd requested info regarding what kinds of rum are available in the room, the e-concierge had kindly sent us a list to choose from. We'd actually sent 2 emails confirming our requests regarding our stay. When I asked about our specific requests which had been made, the fellow at the check-in desk, the "special" check in on the 21st floor for "special guest" just looked at us blankly and said our email did not show up in connection with our account which he was looking at. Well when we checked in, we were told that our room was on the 26th floor, on the side in the sun. We chose which we wanted, then put this request in writing. We asked the concierge what types of rum are available. We also requested NOT to be on the 26th floor. We contacted the hotel in advance, requested specific accommodation needs, asking to be located on north side of property due to issues with the sun. Our original stay was postponed when the hotel did not open as scheduled. We are celebrating our 35th wedding anniversary. This property has billed itself as high-end, both in service and amenities, and food and liquor. We arrived yesterday at the newest Secrets property, The Vine, Cancun.
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