Erica Bononcini

Review of Now Larimar Punta cana & Secre...

When we first arrived at the resort, we were greet...

When we first arrived at the resort, we were greeted by a young lady, Paloma, she was very nice and seemed eager to ensure we had a great stay and enjoyed our Honeymoon/anniversary. When we checked in we were advised we had to do the sales presentation which lasted 90-120 minutes. We were told we could not have any excursions booked during this time frame, which my husband and I both agreed to. Our sales presentation was set for Wed at 9:15 am. We were in the front waiting 10 minutes early to ensure we could get it done and out of the way. We sat down with the same lady, Paloma, who checked us in 2 days before. She asked us if we had any excursions booked for the day. We let her know we had parasailing, which the earliest we could go was 11 but we advised her it was not a set schedule we could go any time we wanted, and our snorkeling which was set for 1pm. She became completely rude and unprofessional, stated she told us that we have to be available for the sales presentation for 5 hours and she also said she told us NO EXCURSIONS FOR THE ENTIRE DAY. This was a complete fabrication from the original conversation we had as well as the conversation when I first booked the trip. She was arguing with my husband and I about the 90-120 minutes that we agreed on compared to the 5 hours she is now saying we agreed to. She got her "manager" on the phone and said that's the rules and we will not change them. We were then taken back to the area where you first check in for the presentation and we advised to speak to the manager "Jokeymon". She stated that we signed a agreement that stated we acknowledged that we would have to be there for 5 hours instead of the 90-120 minutes that we agreed upon. We also were not told that we couldn't book any excursions for the day, only during the presentation. Jokeymon was completely rude, unprofessional, and her comments were uncalled for. My husband was VERY upset at this point and demanded to see our signatures that we agreed on 5 hours instead of the 90-120 minutes that was told to us several times. She showed us a word document that was written up by Paloma. That stated something to the effect of "went over". There was no signatures and no documentation to support we were told that it was 5 hours instead of 90-120 minutes. We would of paid full price and never agreed to a 5 hour presentation. That is completely ridiculous to except anyone to waste a full day of vacation on a sales presentation. The way we were treated and belittled and made out to be fools; How dare we be asked to pay the $400 cancel fee for the presentation. I am shocked this was allowed to even happen. Since we wasted 30-40 minutes with Jokeymon arguing over the 90-120 minutes we agreed on compared to the 5 hours she stated we agreed to we went ahead and agreed to do the sales presentation the following day as we were NOT going to pay the $400 difference when we were lied to and mislead by Paloma and Jokeymon. Our morning was ruined, our time was wasted, and the customer service we received was atrocious. The following day we showed up at 10:15am as agreed upon. We were greeted with "I heard about you guys". REALLY?? I assume you allow your employees to speak negatively about customers/potential customers. We did the presentation with Wendy, which guess what, lasted 120 minutes that we agreed on. How dare we asked to pay member fees after how we were treated. We were asked if we received a gift for doing this and we stated no. It's my understanding something should of been offered and quit deserving. This was not the only issue we faced. My toilet was covered in pubic hair, my bed had hair balls between the sheets, my fridge had half drunken drinks in it, my room key stopped working. My first real vacation with my husband in 10 years and this is what we had to go through? Are you kidding me? Worst service I've ever received in my life. I will never go back or recommend anyone else go here. I have plenty more to say, but I am out of room it was that bad. Very disappointing Secrets, VERY DISAPPOINTING.