Secrets Cap Cana Resort & Spa

I reserved and fully paid for a Preferred Club Swim-Out Suite on February 27, 2026. However, upon arriving on August 13, 2026, after traveling from Texas, I was told that my reservation had been cancelled since March without any prior notification. Staff could not clearly explain what had happened, and despite having proof of my reservation and payment, I was eventually told the reservation had been moved. As a result, we did not receive the room category we specifically reserved and paid for. I was also charged $761 for the night, even though I never requested any change. This situation was extremely stressful and disappointing, especially after a long trip. Better communication, advance notification, and honoring the original reservation—or providing an appropriate solution without additional charges—would have made a significant difference.

I stayed at Secrets Cap Cana with a couple of friends from August 7–14, and I can honestly say that our experience was absolutely wonderful. I have stayed at many beautiful hotels and resorts, but I have never felt as genuinely cared for, pampered, and welcomed as I did at Secrets Cap Cana. From the moment we arrived until the moment we left, the level of service was truly exceptional. Mayra was one of the first people to welcome us, and she immediately made us feel at home. She gave us a thorough introduction to the resort, explained everything we needed to know, and patiently answered all of our questions. What impressed me even more was that whenever she saw us afterward, she always greeted us warmly and remembered us. She was excellent. That personal touch was something we experienced throughout the entire resort. So many employees knew our names and greeted us personally that, after only a short time, I felt as though I were at home among people I had known for years. That feeling is very difficult to describe unless you experience it yourself. Even the simplest interactions demonstrated the extraordinary level of service. If we asked where the spa or a particular restaurant was, employees did not simply point us in the right direction. They would stop what they were doing and say, “Come, I’ll take you,” and personally walk us there. During the entire week, I felt as though they never gave us “no” for an answer. If something was not immediately available, they would find a way to make it happen. One morning at the breakfast buffet, for example, I wanted blood sausage. It was not available on the buffet that morning, and I simply asked about it. I still do not know where they found it, but they found it, prepared it, and brought it directly to my table! That small gesture perfectly represents the kind of service we received throughout our stay. At breakfast, José Luis was wonderful. He was so attentive that he quickly learned our preferences, including the type of coffee and juice we liked, while still always confirming what we wanted. There was also a wonderful lady at the buffet whose name I unfortunately cannot remember. She welcomed us, helped us find our table, knew where we liked to sit, and greeted us by name. Again, these personal details made us feel incredibly special. At the pool, Ángela and Yuli were outstanding. They were constantly checking on us, asking what we needed and what they could bring us, and the service was incredibly fast. The cocktails were excellent. I am not much of a drinker, but I truly enjoyed them because everything tasted so fresh and natural. The piña coladas were among the best I have ever had, with wonderful fresh fruit flavors. At Seaside Grill , Miguel took excellent care of us. In addition to the wonderful service, he took the time to talk with us about the food and the resort. When we asked about the hotel’s Five Diamond distinction, he explained it to us and shared information about what that recognition represents. It was another example of how knowledgeable and engaged the staff members are. Our first night, we ate at the French restaurant, where Pedro took care of us. He was exceptional. His knowledge of the menu and the dishes was impressive. Whenever we asked for a recommendation, he could explain the options and guide us based on what we liked. His service was professional, knowledgeable, and very personal. Alexander, our butler, was also excellent. Every day he sent us the schedule of activities and remained attentive throughout our stay, always checking whether there was anything we needed. He was available and helpful without ever being intrusive. I also have to give special recognition to the housekeeping staff because the cleanliness of our room was extraordinary. My room was 3513, and unfortunately I do not remember the name of the lady who took care of it because I only saw her once. Usually, she would come while we were out, and every time we returned, the room was absolutely immaculate. I sincerely hope that management can identify the housekeeping attendant responsible for room 3513 during our stay from August 7–14, because I would love for her to receive our thanks and recognition. She did an exceptional job. The cleanliness of that room was beyond what I normally expect from a hotel. The best comparison I can give is that it felt as clean as my own home. Everything was spotless—the floors, linens, bathroom, and every little detail. You could walk barefoot across the floor and feel completely comfortable. Everything looked and felt thoroughly cleaned every single day. And the luxury was everywhere, even in the smallest details. From the Nespresso machine, Nespresso coffee capsules, and Nespresso cups in the room to the beautiful Le Labo bath products—the shampoos, lotions, and fragrances—you could see the quality and attention to detail everywhere. Nothing felt ordinary or overlooked. I also want to recognize the gentleman—I believe his last name was Jose o Jorge Luis Reyes—who gave us our hotel coupons and explained the option of attending a presentation about the Unlimited Vacation Club. He simply asked whether we were interested, with absolutely no pressure. Natalie, who later explained the program and its benefits to us, was also excellent. She was professional, informative, friendly, and never pushy. I have mentioned several employees by name, but I almost feel that naming only a few is unfair because I would have to list practically every employee at Secrets Cap Cana to properly recognize everyone who made our vacation special. Everywhere we went—the restaurants, the buffet, the pool, Seaside, and throughout the resort—we encountered people who were warm, attentive, professional, and genuinely interested in making sure we were happy. I cannot think of one negative thing to say about our experience. Not one. Secrets Cap Cana is certainly luxurious. The rooms are beautiful, the food and drinks are excellent, the amenities are wonderful, and the entire property is impressive. But what truly separates this resort from others is the people. They made me feel at home. They made me feel like family. They made me feel as though they had known me for years. There is a difference between receiving excellent service and feeling genuinely cared for. At Secrets Cap Cana, I experienced both. I truly believe that everyone should experience this place at least once in their lifetime. It is difficult to put into words how special our week there was. For me, Secrets Cap Cana was not simply a beautiful resort. It was paradise. To Mayra, Ángela, Yuli, Miguel, Pedro, Alexander, José Luis, Natalie, the wonderful housekeeping attendant who cared for room 3513, and every single employee who made our stay unforgettable: thank you from the bottom of my heart. You made us feel at home, you made us feel like family, and you gave us memories that we will never forget. I cannot wait to return to paradise.

recently stayed at Secrets Cap Cana for four nights and overall had a very enjoyable experience. The resort itself is beautiful, well maintained, and immaculately clean. Our room was spacious and comfortable, and the large shower was a nice touch. Dining was a mixed bag. The Italian restaurant was excellent and easily our favourite. The French restaurant felt mediocre and disappointing, while the Asian restaurant was generally very good. The bars were consistently excellent, and Coco Café was a standout, perfect for both hot and cold coffee breaks. Entertainment was enjoyable, and service overall was solid. Room service in particular was prompt and always delivered hot, fresh meals. The concierge team, however, wasn't very helpful; response times were slow and we didn't get much value there. Activities were underwhelming. As someone who likes Zumba and fitness classes, I was hoping for more options; some activities had very low turnout or were cancelled altogether, which was a letdown. The biggest downside for us was the beach. During our stay, there was a lot of sargassum and the water looked more yellowish than clear, so it wasn't the beach experience we had hoped for. That said, this seems seasonal, and I can imagine it being absolutely stunning at another time of year. All in all, Secrets Cap Cana offers a lovely setting, great drinks, and comfortable rooms - with a few areas that could be improved.

Prefferd Club Was Top Notch, Service, Friendliness, made an incredible comfortable and relaxing experience and wonderful staff at all the Restaurants

Unfortunately, we are leaving this hotel extremely disappointed with the service. Although the food is genuinely delicious and of good quality, the level of service, especially from the waiters, was far below what we expected from a hotel of this standard. With almost every order, something went wrong – either they brought something we did not order, or they simply forgot part of the order. In addition, the staff were often unfriendly, visibly unhappy, and unpleasant, which made us feel unwelcome as guests. Another very uncomfortable aspect was the constant feeling that tips were expected for almost every single service. A tip should be a way of showing appreciation for good service, not something that feels expected or obligatory. We even had the impression that the attitude and mood of some staff members changed depending on whether they received a tip, which we found extremely unprofessional. We were especially disappointed because we paid extra for a private pool and additional service, expecting a higher level of privacy, attention, and hospitality. Unfortunately, even there, the staff were often unpleasant and seemed annoyed whenever we asked for or ordered something. Another serious issue was housekeeping. On several occasions, housekeeping staff entered our room without warning, even though the “Do Not Disturb” sign was clearly displayed. We consider this a serious violation of guests’ privacy and something that should never happen in a hotel of this standard. Overall, we had the impression that there is very poor communication between the staff members. Information was clearly not being passed on, requests were forgotten, and we had to repeat the same things several times. It is a shame because the hotel has potential and the food is excellent, but our overall experience was significantly affected by poor organization, lack of professionalism, the constant expectation of tips, and the unpleasant attitude of the staff toward guests. Considering the price we paid, especially with the additional charge for the private pool and extra service, we expected considerably more. Unfortunately, based on our experience, we cannot recommend this hotel.