AMResorts
reviews and complaints

July 3rd 2021 My Husband and I went in to take our Covid test for our return travel, upon arrival the guy at the check in table was already being very rude to the couple in front of us. When it was our turn he became very rude with us, and kept saying we were not on the list but said "Just fill out the paperwork" in a real nasty tone, He then kept saying stuff to us in Spanish, We filled out the paper and handed it to him, he snatched the information out my hand and said I didn't put a phone number on it, I advised him that there is not a space for a phone number and said write it on bottom. I told him he didn't have to be so rude, so my husband spoke up and said "Your not gonna talk talk to my wife like that, so we asked his name, he pointed at his name tag. He proceeded to talk to us in Spanish, then picked up the phone and started talking really fast and loud in spanish, hung up the phone and told us to sit down. We were called in for our test took the test and was told to leave immediately. I asked him aren't we supposed to wait for our results, he said NO! He said our results wouldn't be back until 7pm. We walk out of testing area and we see people sitting in this other area waiting. I asked what they were waiting on and they said their test results, they were told to sit there 30mins for results. Well we decide to go to Lobby and make complaint on testing. 40mins later one of the guest services people came and got my husband out of the breakfast line and told him to come with him. 40mins later I go see what is going on and another guy tells me that David said my husband tested positive for Covid, but I tested Negative. My husband and I are BOTH fully vaccinated. We were both told to return to our room and pack our things to be moved to different location. We were then advised he could take a PCR test in a few hours. We got a call to our room stating the test was going to cost 365.00 out of pocket. He took the test and then 2hours later was told he was negative. Not sure how you can be positive one minute and negative a few hours later. We truly believe that David made sure my husband had a positive test on purpose, because once we got back home we were told one of the couples there that because she was so scared to take the test David wrote on a sticky note if she take care of him and pay 25.00 he would make sure she had a negative test. So this made me to believe that he had something to do with the test results. This whole ordeal caused us to be quarantined in a room for a full day and half the night.

Upon arrival on May 31, 2021. Our room was not ready, we were bothered by the agent to have breakfast at the other sister hotels! This not my first time in Cancun! The hotel was nothing like the pictures online. Many things were run down and outdated! Finally got the room after 3hours of waiting and l noticed wires hang out of the ceiling by the bathroom! Red flag #1. My son dos not know any better, so I keep my mouth shut! The bed were like sleeping bags the curtains look like it had coffee stains or throw up on them! The power went out on June 2 in am about 4am the morning! Electrical fire! No alarms went off! It was my sons' day! My vacation was ruined! They came 6 hours later to tell us we had 10 min to pack up and go. The hotel they dumped us at was palms oasis! The most nasty people I had every dealt with! They said they would be back to bring us to dreams, and they never did! Tell my travel agent spent hours trying to get us out of there! The next morning they got us only because my travel agent did the work! My son's day was the worst ever! I want my money back! I'm a single mom and it took me 1 year to save the money! I'm extreme upset and mentally shocked that we could have died because of the irresponsible workers and staff at that nightmare hotel

Have been on hold 2x for over 3hrs! No one on any other number can help me. This is ridiculous! No one had time to stay on the phone for hours!
Please advise
Katie Georgakopoulos
[protected]

Hello my name is Robert Pollizze.
I just left the Now Jade
I am very angry and sad confused
I came here after paying 250 USD for a room and breakfast?
Got to the hotel I arrived after a bad day. To my surprise 😵😵they asked for 65$ that is 500$ per night for the hotel? Per person including my children 7 and 9 years old? It is kids free... And wristbands... What is happening why no info on the change?
I have been traveling with am resorts 11 years.
Secreats
Dreams
And the first time to NowJade.
You should tell your long time clients that there is a non allinc package. THAT IS THE WORST
5 star 5 Apple
I am so disappointed
I called to cancel my reservation AT the front desk. I had to explain my kids I said sorry we may not stay. My wife birthday.
I am very disappointed in this trip.
I hope you can help? Telling you clients that their are changes in the resort policies.
Here is the thing that I think should know the day was cold and cloudy we asked for a late check out to enjoy the beautiful room.
At 2 pm I checked out and was asked to leave?
This year I have been at 2 other all-inclusive. I have never been asked to leave after I check out of the room. I told my family the resort wont let us have lunch before we leave.
Extremely angry I told my family they wanted a fee to stay. I returned to the front desk and explained I have been traveling with am resorts for 11 years and I couldn't believe the treatment I was given lunch by some one who said go ahead.
Before leaving my children wanted a smoothie and I water. My children were denied the smoothie
(the front desk called the lobby bar to stop me from ordering)

Regards
Robert Pollizze
[protected]@gmail.com

Res #KR00A0DP 4/22/20-4/26/20
Due to COVID-19. I want a full refund of $2956.79
On 3/24/2020, I have talked to Ryan Benzak who offered a refund on $80.00 and after 2 hours he was able to escalate it to a supervisor, promising a call back within 72 hours (email from Ryan as proof).
As of 4/1/2020, I have not got a follow up
On 4/1/2020, I talked to Shakearra Pretty and after 2 hours she was able to escalate it to her supervisor (who apparently is 2 steps higher then the person that never called me). She took my info and promised a call back by the end of business day by a guy by the name of Zack. (email from Shakearra as proof). I told her that i wanted to wait on the phone as i didn't believe that i would get a call back. She confirmed my info, said that she had to take other calls, wished me a good day and hung up.
I have never in my life have had such terrible customer service. I want my money back. There is a letter posted online from your resort President Gonzalo del Peon stating - under enhanced policies... cancellation policies "we have updated our cancellation policy for existing reservation. Effective immediately, AMResorts is waiving penalty fees for cancellations made as follow: within 24hours of travel for individual reservations" this policy is in effect through May 15, 2020
Vanessa Cardenas
[protected]
[protected]@yahoo.com

Eric Poole
res number c52000dp

we stayed at dreams curacao from 01/09/20-01/15/20. From the beginning this trip was terrible:
1) screwed up our reservation
- when we checked in I asked for an upgrade to an ocean front room. Because the resort was only half open due to renovations I was told there were no rooms to upgrade to. Then I was told there was a room available and would cost $900, I reluctantly agreed. Then she came back and said sorry there would be no charge I was automatically upgraded. Truth was I was upgraded from an island view on floor 2 to island view on floor 3. They apparently consider a 1 floor move an upgrade. When they took us to the room on floor 3 it wasn't ready so they just put us down on floor 2 anyway. Never changed to room keys as i had to go to the front desk 2x to get room key programmed.
2) resort under construction 1 month after grand re-opening
your website and phone reservation never informed us that there would still be construction going on after the reopen date. Not to mention 1 month after the reopen date. Half the resort was closed thus half the staff and "rotating" restaurants
3) half the restaurants were open
the seafood restaurant was never open the whole time. They offered the menu in the buffet area which i thought was extremely uncouth.
4) fire alarm kept going off. As late as midnight and again as early as 8am. Some kind of "glitch" kept us up 2 nights as the alarm kept going off for hours. Also one morning the alarm was going off at 8am. So much for relaxation
5) terrible service at all the restaurants
- long wait times for servers to recognize us
- many times had to go to the bar ourselves for drinks or
refills
- water service was forgotten 3-4 times
- often servers never cleared our used plates or they sat
forever before they were picked up
- also no wait service at the pool or bar whatsoever
- we never felt "pampered" or "special" our entire stay
6) the food was terrible, often undercooked and/or cold
the first night at the seaside grill my calamari was cold and steaks were undercooked. We couldn't even eat them and ended up leaving and going to the buffet. The seafood dish at the make shaft seafood rest was terrible. Shrimp and mussels were inedible and rubbery
the buffet was terrible. Limited selection and flies everywhere.
7)our room was average with a shower that barely worked and at tub with no working stopper for a bath
8) I had to call several times to get our fridge restocked
9) no wait service at the pool or bar
10) unlimited connectivity app didn't even have Dreams Curacao as an option

we were under the impression that we were going to a 5 star "unlimited luxury" resort as you advertise. I couldn't rate this resort nor our stay there above 2 stars. It was literally "amateur hour" they whole time. An absolute complete disappointment. I expect a response from am resorts asap

eric d poole
[protected]
[protected]@hotmail.Com

I wish to access the email address whereby I can submit a complaint regarding severe food poisoning and being hospitalised and a claim for full compensation.
The food was the only meal eaten that day and was delivered to the room from room service
Due to the severity an ambulance was called and time spent in hospital. The illness lasted for 6 days and medication and a drip was administered by specialists at the hospital.
Our entire holiday was ruined from 25 December- January 6.
We were due to return home on 1 January but the severity of the intestinal issues from the food poisoning kept us from returning home until a week later.
Full doctors reports and photos can be provided
Thank you
I await information on the next steps for this claim
Ms J Maskell

Hello -
My husband and I stayed at the Sunscape Sabor (2nd time) with our two teenage children recently. Our stay was Dec 28-Jan4. We had 6 wonderful days enjoying the atmosphere, the staff (all wonderful), and of course the ocean. Unfortunately, our trip ended on a very bad note. Friday afternoon I began feeling ill. By Friday night, I was violently sick. I slept in the bathroom and could barely walk. Saturday our daughter started with the same symptoms. We barely made it to the airport and when we did she and I had to lay on the Cozumel airport floor in between our trips to the bathroom while waiting for our flight. It was the longest 4 hour flight of our life. Sick the whole way. Our daughter had to be wheeled in a wheel chair to our connection because she couldn't walk she was in so much pain. Customs staff brought us straight to the front of the line as they noticed how pale and weak she and I were. Then my husband started getting sick a short time later and by the time we reached our final destination by son ran to the bathroom at the airport and started in with all the same symptoms. Needless to say, we sought medical care and through fecal and blood tests learned we contracted 3 different strains of E. Coli; one being very severe. My daughter's liver is swollen and her enzymes are very high so they have also tested her for Hep A. We have not received those results yet. She had to have an ultrasound to rule out any other issues and to make sure her liver was functioning properly. Needless to say, we now have a number of medical bills that we definitely were not planning on to no fault of our own. As we look back, the only thing we all four ate that was the same was a salad for lunch at the Sunnyside grill on Thursday Jan 2nd. Not to say that is for sure where we picked it up, but it seems likely that it was from the lettuce. I can tell you that this is the sickest I've ever been in my life and it was a very scary experience. I honestly can't believe we didn't end up in the hospital. I feel it's important you know this information for the future safety of your guests. If this would have been someone older or with a compromised immune system, it would be life threatening. We would appreciate your feedback and also would like to discuss the possibility of some compensation for our medical bills considering it was at the hand of the resort. We truly enjoyed our stay and the entire staff up until the end. The rooms definitely need some updating; there was quite a bit of mold in our room and each day we had to call maintenance about some issues. But overall it was lovely.
Thank you for your time and I look forward to your input.
Jennifer, Mike, Isaac and Leah Arnold
Rapid City, SD USA
[protected]
[protected]@gmail.com

I am writing to you to raise an issue about our recent holiday in Mexico. It occurred on: 4/12/2019

The issues that I experienced are detailed below.

Rather than having to reword everything I've already written to the hotel, and on TripAdvisor, please see the review below. Our stay wasn't 5*, the hotel resembled a club 18-30's holiday from Magaluf. The rooms were damp and dark etc.

Not only did we have an awful stay at this hotel, but the complaints procedure is none existent. We have emailed 3 times (once during our stay) and no one has responded to our complaint (it is almost a month since we stayed at the hotel.

Here is an overview of what happened as posted on TripAdvisor:

We visited the Secrets Vallarta Bay at the start of December this year (2019), and we opted for the preferred club option.

1. Our first room in the preferred club building stunk of dump/mould. It was also dark like a cave. When we complained they moved us to a second room which had a tad more light but smelt equally bad of damp/mould. We spoke to another couple who had complained about the same thing and had even developed a cough because of it.The manager (Octavio) said all he could do was put a de-humidifier in room. This did absolutely nothing. When they rang to tell us they had another room available it was on the 15th floor of the main building...and stunk of damp. It was also lacking the balcony Jacuzzi of the other rooms. The lifts are a pain at the best of times in the hotel - I didn't fancy waiting 15 minutes every time I wanted to go back to my room.
2. Theft around the pool - my partner had two books stolen from her sunbed around the pool. The attitude of the staff was 'have you checked the bookshelves in the hotel? No? Well we'll have a look.'
3. Items missing - when we moved rooms are few items disappeared. When we told the manager that they were probably in the other room his response was to check the 'lost and found' on his intranet then draw a line under the situation.
4. The incessant noise - there is music from approximately 10am until 11/12pm that can be heard in your room, by the pool, in the lobby...everywhere. There is literally no escape. One evening, after 10pm there was an opera singer performing for a wedding crowd by the pool, a live rock band in the Now Amber lobby and another live band in Secrets lobby. At any point you were forced to listen to all three like some form of SAS torture. This was then followed by fireworks. One afternoon when we were sure there was going to be a lull in the music, a FOAM PARTY started. Considering the average age of the adults in the hotel was over 50, and this is meant to be a 5* hotel this seems like a poor management decision.
5. The Food and Drinks - We've stayed in a number of Dreams hotels and always loved the food and drink. We were bitterly disappointed by the quality of both the food and the drink at the Secrets Vallarta Bay. At one point at 'Oceana' we were served an 'apple pie' that had come from the coffee shop. In the same service the waiter was that desperate to get us out so he could go home, he served me my dessert whilst my partner was still eating her main. Not 5* star treatment - more like 2*. The cocktails weren't anywhere near as good as other AM Resorts hotels we'd stayed in. Cocktail menu? Nope.
6. The constant pestering - in the first 2 days we received about 5 phone calls to the room; 'how is your stay?', 'is that an alarm going off in your room', and variations of these. When we complained about the damp on one of the phone calls the manager was dumbstruck and surly.
7. The Liability Disclaimer - when we complained about the room and they said their was nothing they could do about the damp smell. At first they said there were no other rooms available but they could offer us access to the hydrotherapy pool in the spa for free. We said we'd take the free treatment, until they thrust a liability disclaimer under our noses that we had to sign in order to get the treatment. Signing this would have prevented us posting a review on Tripadvisor (so beware of positive reviews, people with grievances have probably signed the disclaimer and couldn't post on here). When we refused, the manager said we could have the treatments and just sign a 'certificate' (no disclaimer). However, when he gave us the 'certificate' it had the same liability disclaimer printed on the 'certificate'. Basic message here is, they DON'T CARE IF YOU HAVE A GOOD TIME OR NOT, THEY JUST DON'T WANT YOU POSTING NEGATIVE REVIEWS!.
8. The attitude of management - the management have a condescending attitude towards the problems the visitors have. Whilst the whole liability disclaimer episode was annoying enough, Octavio looked like his job depended on getting us to sign the document so he could report to his manager, it pales in comparison to the attitude of Maria during checkout. Apparently, she felt that because we hadn't complained to her directly about our problems, it didn't count. Therefore there was nothing she could do apart from be unprofessional and condescending during checkout. It's also worth noting that when we went to the front desk and asked to see the manager, they smirked for a while and then introduced us to a lady named 'Ana' who it turns out wasn't the manager at all. They also don't reply to emails! We emailed a complaint whilst we were there and they have yet to respond!
9. The poor attention to detail - when we first arrived nobody told us where to check in, nor did they great us. When we finally made our way to reception the lady said 'You are preferred club, you can't check in here'. That was it.
10. So Cramped - all the sunbeds are literally touching. You can't have a conversation without feeling like 7 people are waiting to join in.
11. Go to the Now Amber instead - on TUI the Now Amber is 33% cheaper than the dreams BUT CAN USE ALL THE FACILITIES. The only difference is they have to book some of the restaurants! The Secrets is basically the same hotel but adults only and more expensive.

Conclusion:
We spoke to a lot of people at the hotel who felt the same as we did. Many had been to the hotel previously and said it has drastically changed. This was our 5th visit to AM Resorts Hotels. Our stays at the Dreams Hotels have always been great. However, based on this stay we won''t be using AM Resorts again.'

This meant that we spent £3000 on a relaxing luxury holiday, but have returned to the UK more stressed than when we left. I'm considering legal action against both TUI and AM Resorts.

We'd want a FULL refund for the entire stay.

I look forward to your prompt response on this matter.

Yours faithfully,

Dan

Booking Reference [protected]

I checked out of Breathless Riviera Cancun on November 16, 2019. During my checkout in the Xhale club, it was very busy and very rushed. I was not wearing my glasses at the time as they were packed in my carry on. I should have had a charge for an additional guest in my room, 3105, for 1 night at $217.50. I was charged for 6 nights. I did not notice this on the printed receipt until I was on the plane. I called the next day and they checked and agreed that I was overcharged and to please send a copy of my receipt in an email. I did that right away. I have been sending emails and trying to call for almost a month now, still no refund! I just want my money back. It should not take this long to get a refund for being overcharged. The total refund should be $1, 087.50 in US dollars.
I have been to this resort many times and am also a UVC Impressions member. This has been a huge inconvenience and a pain to try and deal with. I have now requested UVC to try and get this resolved for me.
At this point, I am now requesting the this refund get processed immediately and I expect some kind of compensation for this as it has taken a large amount of my time trying to deal with an issue that should have had a very easy outcome.

On Oct 11, it was announced that Now Natura would have a delayed opening. I alerted the travel company to the information regarding the delay about a week after it was announced. They had no knowledge of it and stated they would get back to me within 24 hours. It took another week and 4 calls from me to be offered Now Emerald. In the article posted for the delay, it stated you would be offered Dreams, Breathless, or the Vine. I recognized this was not one of those hotels but had seen a caveat that it could be a different resort of like experience. I began reading reviews and it appears the Now Emerald was the Grand Oasis Sens and was purchased this year by AM resorts. The hotel has not completed renovations and most of the reviews are concerning. While the resort was Grand Oasis Sens- its review rating was a 2. I called the travel company to see about changing to one of the resorts mentioned in the article and they told me that if the rate is higher than what I paid- I would need to pay the difference. Apparently, I am not the only person struggling with getting a "like experience" from the reviews I've seen on Now Natura. (Which has about 50 Hispanic individuals going onto the reviews to rate it 5 to keep the rating up- Very shady). So, now I am very concerned that AM resorts has taken me from staying at a brand new resort and placed me an outdated version . Very unlikely I will book an AM resort again. It is very poor business practice to not offer what you state you will in publication.

I started Planning my wedding in March 2019. My wedding was originally set to be at Dreams Dominicus La Romana in the DR. Due to the many "mysterious" deaths we decided to switch locations Which was a headache in itself. I knew It wasn't going to be easy or convenient for me, my guest, or Kelsey, but seeing that this is what I wanted In order to feel safe. After transferring resorts I had More problems because I now Had to get my money back from Dreams Dominicus La Romana so that I could Pay Dreams Los Cabo. I originally paid Dreams Dominicus La Romana a $500 deposit and sent $3000 for the Dreams Ultimate Wedding Package. Since we were staying in another Dreams Resort they said we would get full refund. They sent the $500 refund but it is now 10/3/19 and we have yet to receive the $3000 refund. I've been going back and fourth with my bank and the merchant (Dreams Dominicus La Romana) for over 3 months now. My bank has no proof of them ever returning the $3000 but they insist that they have returned it. I've sent them my bank statements and all other sorts of documentation from my bank and there is no trace of the money going to my account. My bank is telling me that it is probably stuck somewhere between the merchant and their bank so it's nothing they can do about it.

The communication between both resorts have been a nightmare. Since I switched over to Dreams Los Cabo, I have had 3 different coordinators. My wedding is set for 10/27/19, we are only a few weeks out and I have NOTHING planned. I've been in complete stress for the last 6 months. An experience that is suppose to be the most happiest of my life has turned into a living nightmare. I refuse to give Destify or Dreams another dime of my money so we are forced to go with the Complimentary Package that is offered if you meet certain criteria. And since we have 14 rooms booked with a total of 53 room nights we qualify for the complimentary wedding. I've asked about switching my wedding over to the complimentary wedding several times but the Ultimate package is steady forced on me and neither Destify nor Dreams have helped me with this matter. Neither seem to care about the stress that this experience has caused me. Neither have offered me any sorts of perks or discounts. I now see that this was all a scam to get you to book with them. They get your money and then you are trapped. So here we are a few weeks away from my wedding and I have not had one positive experience since the start of planning. If I could do it all again, I would not book through Destify travel agency or Dreams Resort.

Kendra A. Johnson

AMResorts  —  Now Larimer Closure
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This is a copy of my complaint of 25th September 2019. Can you please let me know by return e-mail that you have received such a complaint.

On the 19th May 2019 our friends Mr and Mrs Urquhart, my wife and I had booked to stay at the Now Larimer on 1st September for 14 nights in the Preferred Master Suite Ocean View. We were really looking forward to returning to the Now Larimer as we had previously stayed there 5 years ago and thoroughly enjoyed it.

On the 11 July 2019 we received an e-mail from our Travel Agent informing us of renovation work at the Now Larimer but it would not have any impact on our stay. My wife had some concerns and wrote to Now Larimer and received a reply from the Preferred Club Manager:
From: Gte Preferred 
Date: 16 July 2019 at 17:38:51 BST
To: "[protected]@hotmail.co.uk" 
Cc: Chief Concierge Now Larimar 
Subject: Re: Updating rooms and restaurants 
Good Afternoon Mrs. and Mrs. Barclay,  
Greetings from Now® Larimar Punta Cana and specially fom our Preferred Club Team. Regarding the renovation, we will be investing to boost the customer experience. This will include remodeling 145 rooms along with the addition of an all new private pool. The project will take place starting today till November the 8th, 2019. 
Please note, this remodel will be contained and isolated within the resort, therefore not impacting or inconveniencing guests on the property.
Enhancements of two à la carte restaurants at Now® Larimar Punta Cana are for Mercure French cuisine and Spice Asian Cuisine. This project will take place starting August 17 - November 8, 2019. But both menus will be served in the other a la carte restaurants.
Please for further information, do not hesitate in contacting us,  
Best Regards,  
Darling Toro
Preferred Club Manager

We were all reassured and looking forward to our forthcoming holiday.

Our friends had been looking by chance on line at Trip Advisor where they learned that the Now Larimer was to close on the 28th August 2019. We contacted our Travel Agent who had only received details of this the same day on 11th July 2019. We were told that we would be transferred to either Now Onyx, Secrets or Breathless. Eventually after a lot of correspondence we were told it would be Secrets. Again for re-assurance my wife contacted Secrets and received the following reply:
From: gte concierge Serpc 
Date: 29 August 2019 at 00:10:40 BST
To: Sheila Barclay 
Subject: RE: Concerns 
Dear Sheila,  
Thank you so much for having contacted us. We hope this mail finds you very well.
Concerning your question, there are some enhancements taking place in our Hotel. These enhancements will bring an even better product offering to our customers to further elevate your experience. Please note, this work will be contained and isolated within the resort, in order to cause the less impacting or inconveniencing guests on the property as possible.
Unfortunately the Preferred Club will not be available for a short period but we are not able to confirm when it is going to be done completely as it will be available by stages. However, Preferred Club guests will have the possibility to enjoy all the facilities and services included in their Holiday package, since the exclusive services have been temporarily relocated.
Please do not hesitate on contacting us for any other comment or question. It will be a pleasure to assist you.
Sunny regards,  
Raquel Torres
Concierge Assistant

We were not at all happy as we had booked the Preferred Club and clearly this was not going to be available. It was not until the evening of Friday 30th August 2019 it was confirmed that we would be transferred to the Now Onyx and we were travelling the very next day.

We had only been there 2 years previously and although happy with the hotel we would have preferred to have been given plenty of warning enabling us to book another Now Hotel somewhere else. These works must have been planned well in advance and the Management must have been fully aware of the impact it was going to have months in advance. We enjoy staying at the Now Hotels and have done so for many years, so much so we are looking to booking again next year possibly at the Now Larimer or one of your new Now Hotels in Mexico. I feel that some compensation should be given to us all for the great inconvenience and unnecessary stress of being transferred to another Hotel which was clearly out of our control! At the end of the day we did not get the holiday we chose months in advance which we were really looking forward to.

Yours sincerely
Alexander (Sandy) Barclay
[protected]@gmail.com

On the 19th May 2019 our friends Mr and Mrs Urquhart, my wife and I had booked to stay at the Now Larimer on 1st September for 14 nights in the Preferred Master Suite Ocean View. We were really looking forward to returning to the Now Larimer as we had previously stayed there 5 years ago and thoroughly enjoyed it.

On the 11 July 2019 we received an e-mail from our Travel Agent informing us of renovation work at the Now Larimer but it would not have any impact on our stay. My wife had some concerns and wrote to Now Larimer and received a reply from the Preferred Club Manager:
From: Gte Preferred
Date: 16 July 2019 at 17:38:51 BST
To: "[protected]@hotmail.co.uk"
Cc: Chief Concierge Now Larimar
Subject: Re: Updating rooms and restaurants
Good Afternoon Mrs. and Mrs. Barclay,
Greetings from Now® Larimar Punta Cana and specially fom our Preferred Club Team. Regarding the renovation, we will be investing to boost the customer experience. This will include remodeling 145 rooms along with the addition of an all new private pool. The project will take place starting today till November the 8th, 2019.
Please note, this remodel will be contained and isolated within the resort, therefore not impacting or inconveniencing guests on the property.
Enhancements of two à la carte restaurants at Now® Larimar Punta Cana are for Mercure French cuisine and Spice Asian Cuisine. This project will take place starting August 17 - November 8, 2019. But both menus will be served in the other a la carte restaurants.
Please for further information, do not hesitate in contacting us,
Best Regards,
Darling Toro
Preferred Club Manager

We were all reassured and looking forward to our forthcoming holiday.

Our friends had been looking by chance on line at Trip Advisor where they learned that the Now Larimer was to close on the 28th August 2019. We contacted our Travel Agent who had only received details of this the same day on 11th July 2019. We were told that we would be transferred to either Now Onyx, Secrets or Breathless. Eventually after a lot of correspondence we were told it would be Secrets. Again for re-assurance my wife contacted Secrets and received the following reply:
From: gte concierge Serpc
Date: 29 August 2019 at 00:10:40 BST
To: Sheila Barclay
Subject: RE: Concerns
Dear Sheila,
Thank you so much for having contacted us. We hope this mail finds you very well.
Concerning your question, there are some enhancements taking place in our Hotel. These enhancements will bring an even better product offering to our customers to further elevate your experience. Please note, this work will be contained and isolated within the resort, in order to cause the less impacting or inconveniencing guests on the property as possible.
Unfortunately the Preferred Club will not be available for a short period but we are not able to confirm when it is going to be done completely as it will be available by stages. However, Preferred Club guests will have the possibility to enjoy all the facilities and services included in their Holiday package, since the exclusive services have been temporarily relocated.
Please do not hesitate on contacting us for any other comment or question. It will be a pleasure to assist you.
Sunny regards,
Raquel Torres
Concierge Assistant

We were not at all happy as we had booked the Preferred Club and clearly this was not going to be available. It was not until the evening of Friday 30th August 2019 it was confirmed that we would be transferred to the Now Onyx and we were travelling the very next day.

We had only been there 2 years previously and although happy with the hotel we would have preferred to have been given plenty of warning enabling us to book another Now Hotel somewhere else. These works must have been planned well in advance and the Management must have been fully aware of the impact it was going to have months in advance. We enjoy staying at the Now Hotels and have done so for many years, so much so we are looking to booking again next year possibly at the Now Larimer or one of your new Now Hotels in Mexico. I feel that some compensation should be given to us all for the great inconvenience and unnecessary stress of being transferred to another Hotel which was clearly out of our control! At the end of the day we did not get the holiday we chose months in advance which we were really looking forward to.

Yours sincerely
Alexander (Sandy) Barclay
[protected]@gmail.com

Was called in April 2019 by a Quality Assurance Promotion Manager Edgar Bruno and a Verification Legal Officer Claire Magnus. I have all of the email correspondence. They scammed my husband and I out of thousands of dollars using AMRESORT email and letter head, etc.. Edgar's phone number is no longer in service. AMRESORTS will NOT answer their phone you have to leave a message. I was on hold for over 35 minutes today with their customer service dept as a message the entire time kept telling me that I was "next in line for the call." No one here will answer. I emailed the correspondence from April with NO reply. DO NOT TRUST AM RESORTS/REWARDS.

May 4, 2019 I booked Secrets Silver Sands confirmation #B920A0S3. On the day before the trip I accidentally discovered the resort was closed! No one contacted me to rebook. I called and was eventually given a suite at Secrets Akumal. As this was all inclusive, the airline tickets were included. When I arrived at BWI to check in a Spirit Airlines, I was told my flight was booked but not paid for and I owed $340.00. I paid the money and attempted to sort this out at the resort. I provided a copy of the confirmed reservation and the receipt for the flight. To date nothing has been to done rectify the overcharge. Your program will not allow me to attach the photo of the reciept, says it is too large. I tried calling you today and was on hold 38 minutes. I foolishly joined your unlimited vacation club sax000734 and now am wondering if I need a lawyer.