Head Office
AMResorts
7 Campus Boulevard
Newtown Square, PA 19073
United States
Customer Service
Phone: 1-888-496-3879 (Zoetry resorts)
Phone: 1-866-467-3273 (Secrets resorts)
Phone: 1-855-652-7328 (Breathless resorts)
Phone: 1-866-237-3267 (Dreams resorts)
Phone: 1-877-669-995 (Now resorts)
Phone: 1-855-473-3532 (Reflect resorts)
Phone: 1-866-786-7227 (Sunscape resorts)
Email: promotions@amresorts.com
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About AMResorts
AMResorts is a luxury resort chain that operates as a subsidiary of Apple Leisure Group. Founded in 2001, AMResorts boasts of properties at locations across Mexico, Jamaica and the Dominican Republic. The resorts are located at prime leisure spots and come with top amenities like a spa and gourmet dining area. The collection of resorts currently owned and managed include Zoetry Wellness & Spa Resorts (offering highest level of luxury), Secrets Resorts & Spas (oceanfront settings), Breathless Resorts & Spas (exciting adults-only destinations), Dreams Resorts & Spas (luxurious tropical escape), Now Resorts & Spas (with sea side settings), Reflect Resorts & Spas (beach front vacations) and Sunscape Resorts & Spas (getaways on beaches).
The award winning resort chain has properties that are perfect for relaxation, romantic getaways, reunions, weddings, meetings and anniversaries. The rooms and suites come with own furnished terrace or balcony. You further have 24-hour room service or dine in option at a la carte restaurants. The resorts offer a wide range of activities like water sports, excursions, fitness and swimming . For those needing Internet, there is free WiFi. For a quick mention of the spas, guests can relieve stress and enjoy latest hydrotherapy and indigenous treatments that help soothe muscles and detoxify body.
You can book your vacation at one of AMResorts’ properties on the website. There are special packages offered for meetings and weddings. There are separate pages for the resorts offering an overview of the property, highlights and features. Reservation of rooms can be done via phone or online using major credit cards. Login to your account to view a summary of reservation history, to upgrade or modify upcoming reservation, request airport transfers and spa treatments, and much more. Subscribe to email newsletters to receive latest deals and offers on AMResorts properties. Interested in a career with AMResorts? The luxury resort chain has a number of job openings that are regularly updated on the website. You can also read the benefits and submit applications online. For more information or queries on reservation, refund, cancellation, offers, career/jobs, or others, reach the AMResorts support.
Customer service reps at this company are a joke! I booked two rooms. Called and paid the deposit for the first room with no issue. Called to pay deposit for the second room and after the payment posted to our credit card, they said they didnt have the funds we sent!!!! It’s been two weeks and they won’t apply the payment to our reservation. I’ve tried to speak to a supervisor and I’ve been promised call backs every day that I have called.
I am writing to file a complaint against a luxury resort in Cancun, Mexico for their poor quality of service and unethical practices. My family and I had a long-awaited vacation at this resort, but it quickly turned into a nightmare due to the unsanitary conditions and false advertising.
From the delayed check-in process to the inedible, lukewarm food, to the filthy room with dirty fingerprints, mold, and a non-functioning toilet, our experience only worsened as the days went on. We were coerced into filling out a liability release document to get a room upgrade and attend a presentation, but we had the foresight to only fill it out and not sign it, rendering it useless. We were finally switched to a slightly better room, but with a dirty, stained mattress that was unsanitary. The staff didn’t seem to care about our well-being, and we only met the manager a day before we were scheduled to leave.
We believe our experience may have been racially motivated, and we are disappointed that the hotel tried to coerce us into releasing liability. This is an unethical and potentially illegal practice that seeks to absolve the hotel of any legal responsibility for their actions. The trauma and inconvenience we experienced during our vacation cannot be undone.
Furthermore, we are seeking a refund for our stay, airfare, and transportation in the amount of $4,000. We believe that this is a fair and just resolution given the circumstances and the significant impact that the resort’s poor quality and unethical practices had on our vacation.
We hope that our story serves as a wakeup call to the organization to re-evaluate their policies and practices and ensure that they align with the values of diversity, equity, and inclusion. No one should have to endure what we experienced during our stay at the resort.
Worst experience with Now Amber Sept 2021. The place is not a five star. If you call yourself a luxury hotel, at least give your guest clean sheets!!!! Room was not clean right. Rooms had stain on beddings. People’s hand/foot prints were still on the wall mirror when we checked into our room. Pieces of the ceiling was falling off. Glass doors are dirty. The list goes on and on….
After visiting the Sunscape Resort in Curacao there is some feedback that we feel you would want to know regarding the condition of the buildings and customer services. We were excited to visit and this was out first experience at an AMResorts and had heard of the phenomenal accommodations and service that we would experience. Having not been on a vacation in two years we felt it was worth splurging over our allotted budget not only for a stay at Sunscape, but also the SunClub status, though sadly it left us disappointed.
While on the resort we had great services from bartenders and wait staff and enjoyed a majority of the food at the restaurants. The Italian and steakhouse were favorites. We also appreciated the safety precautions that were taken by the staff. The pool and ocean were perfect and grounds kept very clean and manicured. However, our rooms toilet was broken and never fixed during out stay. Starting on the second day there were issues flushing it and maintenance had to be called. They temporarily fixed it though within another day it was once again broken. We reached out to maintenance at least four times during our stay there, one of which they never showed up. The problem was a simple fix of the flushing mechanism in the tank. I know that as I was educated on my vacation on how to take the heavy lid off the back of the toile and submerge my hand in water to flush the toilet manually. Never did I imagine that I would spend close to $4,000 and have to do this repeatedly on my vacation.
While the toilet issues went on throughout our one week stay, on the fifth day, approximately one hour before our dinner on the beach perk, we experienced a loud crash/splat sound. In the hall between the room and bathroom a ceiling tile crashed down and water was everywhere. It was enough water that it immediately ran into the bathroom and was starting to flow into the room. We were in the room when this happened which was terrifying but also potentially dangerous. As I rushed to see what had happened I almost slid and fell. I feel fortunate that I wasn’t injured having reacted so quickly to the unknown crashing sound. In response to this the staff dispatched maintenance and housekeeping to our room to clean and fix the problem. We requested a new room at the SunClub desk and were told that this was not a possibility. When we expressed why and showed pictures the only resolution offered was to fix and clean. Even a manager echoed this when we asked if there was compensation or a credit of some sort to help resolve this situation. He also laughed, though we were obviously not finding the humor, and he was reluctant to share any other manager contact with us. The response of staff was disappointing and negatively impacted our beach dinner as well as we had to wear our daywear to dinner and were still reeling from the disaster in our room and rude response of staff.
A family of 9 booked and paid in full resort and airfare through AM resorts directly. We were notified the flight was cancelled not changed. With an outrageous up charge required. Finding the same flight publicly listed for less than being quoted. Spoke to numerous representatives from resort and affiliates. Holding for hours for each communication getting no result. Numerous emails sent to each email found affiliated. Being refused a supervisor or upper management. At this point unable to even re book with a different carrier even though received an email stating it as an option. Have paid over $12000 total in full and disgusted before even stepping foot on resort. A nightmare with Dreams/Am resorts so far.
We had a reservation at Secrets St Martin for Feb 18, 2020. They canceled the reservation because reconstruction was incomplete and redirected us to the DR, but we lost our airline fee. We were promised reimbursement for the $1,390.90. All of the necessary paperwork was submitted and they acknowledged promising to pay. It is now 1 1/2 years later and they are still stonewalling me.
I don’t even know where to start. Because of American Airlines, we were cheated out of the first two days of our vacation. Because we had to take a different flight and arrived in the evening, we had to pay AMSTAR additional money for a private van to pick us up, even though we had already prearranged our transportation through them. So, while I’m speaking about AMSTAR, we’re members, however we did NOT get our discount on our two excursions that we booked through them.
Also, because we had to arrive late because of American Airlines, there were no upgrades available. YOUR Secrets Hotel put us on the third floor with no elevator. My husband is 74 with a heart condition and I have arthritis and sciatica problems. We were shown a luxurious room with friendly staff when we were being sold on the membership; Secrets Aura was the DIRECT opposite! I guess I just assumed we would have air conditioning, telephone, more than one coffee cup to share, an actual mini bar, electricity, and water that would work consistently! We were promised VIP and preferred service…what???…so confused!
We actually, met up with some friends at the hotel unexpectedly, who are NOT members. They received VIP service, a swim up room, robes and slippers, air conditioning, telephone, and more than one coffee cup in their room. I was jealous and wished that I had not spent over $8000.00 to be preferred! We were also promised turn down service, a beach cabana bed and nightly entertainment, NOT… Furthermore, my husband can not see well and is just short of being legally blind, where were the hall and sidewalk lights? In addition, the water slides were a great idea, but it would have been less abrasive if they had turned on the water so you could actually slide down them. Do they need to save on water and electricity; maybe I should have paid more for my membership so I could have all these luxuries.
This might be my last complaint…I ordered a hamburger by the pool and more than an hour later I received a dried up hamburger. I don’t get it; please no more preferred service! I know what your thinking, did you report any of this. YES, SEVERAL TIMES. I even talked to the manager in charge. Moreover, she denied most items, said that we WERE receiving VIP treatment and said that everything should have been explained in our Welcome Packet. I reiterated that we did NOT receive a welcome packet; she said yes you did??? Like, no, I’m not lying, there was no packet, no info, NO NOTHING!!!
On june 14th my husband and I traveled to Jamaica we booked the trip through cheap Caribbean we also booked our excursions for a specific time when we got there they rescheduled our excursions for early in the morning which was not the time we picked then we tried cancelling them and they told us it was not within 48 hours because we were doing it Wednesday we got there Monday evening so we lost $300 they told us to contact cheapcaribbean to get our money back. We then went into our room where our air conditioning was leaking all over the floor later that evening the septic backed up into our bathroom into our shower we had to use all of our towels And called three times to have it plunged or fixed or something they never came so someone else is sewage backed up all over our belongings then they said they could move our room later in the evening we called for housekeeping to come pick up these filthy towels and no one came for hours we then moved our room by 5:00 PM THE NEXT DAY!!!!!!!!our new room had no air conditioning and the shower was so clogged we could barely wash ourselves we didn’t receive a single washcloth and we didn’t get new towels for three days the rooms were absolutely disgusting and overly hot it was one of the worst experiences we have ever had and to top it off it was our honeymoon. The staff behind the counters were extremely pleasant the staff outside were even more pleasant but the servers acted like you were bothering them with every question you had God forbid you wanted a refill on your soda. The pools closed extremely early at 6:00 PM for an adult only resort I felt that this was extremely early. They state they had 7 restaurants when three were open. Never will we be going back but we did get a certified letter from management stating we can get one nights free back on them I am not satisfied with this it was the worst experience we ever encountered something needs to be done whether it is from cheapcaribbean or Secrets it was a waste of 4 thousand dollars and I will be doing everything in my power to ensure this is made right.
My husband and I visited Sunscape Curacao Dec.26/20-Jan.4/21. Overall we had a lovely time, but there were several issues we encountered and reported with a request to have management contact us. We were not contacted by management while at the resort. I emailed Ricardo Esteban, the General Manager upon our return and still have not had any response. We held our daughter’s wedding at Now Larimar in July 2019 and the customer service was outstanding, I therefore expected similar from Sunscape. I am extremely disappointed in the lack of communication. I hope this comment will catch someone’s attention and will be contacted. I am withholding my trip advisor review for a short time or until I hear from AMR.
Hi,
I’ve just returned from my third stay with AM resorts and just wanted to say how much I love your brand and extremely high level of quality and customer service. One of your colleagues explained about the new resorts in Costa Rica etc which we would love to experience. I asked at the reception about if AM Resorts had any way of recognising returning customers staying across the portfolio but they said I would need to contact the general customer service/bookings. I have stayed twice at Now Amber for five weeks in total circa 2015/2016 and at Now Onyx 21/09 for two weeks. Please advise as I don’t want to go back to another Rui.
Many thanks,
Nicholas Holmes
Went to Aura was taken a back that you would put your brand name on such a tired resort. Worker to customer ratio awful. Who ever owns this one is doing it on the cheap. Way over priced. Septic tanks need to changed. Rooms smelled musty. Felt more like a three star in Cuba then a secrets. Customer service did not follow through. I got very little sleep. When ordering room service steak never came nor fish. Lights were out at night in my section. Couldnt see stairs outside up one arrival. . Our section had three stories no elevators. No welcome no towel no drink. Etc