Secrets Baby Beach Aruba

Subject: Disappointing Experience with Secrets Baby Beach Reservation and Lack of Communication I wanted to share our recent experience regarding a booking with Secrets Baby Beach Aruba. Unfortunately, we never had the opportunity to stay at the resort due to unforeseen delays in its opening. We booked directly with Secrets in October after receiving an official announcement regarding the grand opening. Excited to celebrate our anniversary and try a brand-new property, I reserved four nights and immediately booked non-refundable flights. In February, I received an email stating that the resort’s opening had been postponed until June and that I needed to cancel my reservation. I then began communicating with Ms. Sussy Castillo, the reservations manager. While I understand delays can happen and are sometimes out of management's control, the handling of the situation has been extremely disappointing. I was offered either a transfer to another Secrets property or the option to stay at a sister resort—which was not all-inclusive—for nearly four times the original cost of our booking. I was told that if I selected one of these alternatives, we would receive a return-stay voucher due to the inconvenience. Through a series of emails, Ms. Castillo assured me that we would be added to a list to receive this voucher by May. That then changed to June 2nd. Since then, there has been no follow-up despite multiple emails to Ms. Castillo and messages to Secrets customer service. Each time, I receive a vague response that the matter is being looked into—with no resolution or clear timeline. I am incredibly disappointed in the lack of communication and accountability from the management team. This was meant to be a special occasion, and we made every effort to accommodate the changes, only to be left without any follow-through on what was promised. As frequent visitors to Aruba, my advice is to consider staying closer to local restaurants and nightlife, rather than relying on an isolated resort experience. Baby Beach is quite remote; you’ll either be confined to what the resort offers or spend around $50 each way on taxi rides to reach other parts of the island. Aruba has so much to offer outside of all-inclusive resorts, and visitors may have a more enjoyable experience immersing themselves in the local culture. I hope this feedback helps others make a more informed decision and encourages Secrets management to improve their communication and customer service practices going forward.