A WOW story highlights a particular instance in which a resort went above and beyond for a guest or group. These moments are special and ones that the guest or group will always remember from their time at Secrets Resorts & Spas – we can’t wait to share more of them with you!
On a trip to Secrets Maroma Beach, Carol Johnson was given an entire vacation of WOW moments planned by the staff and her family to make her much deserved vacation, one she would never forget!
Mrs. Johnson wrote on our Facebook wall, “Please wow me, I need it. Coming over Thanksgiving because I don’t want to be home.” Mrs. Johnson had recently lost her husband and was spending Thanksgiving at our resort with her children. Our eConcierge Alfredo shared the Facebook message at one of the staff meetings and that is when the brainstorming session began. At the same time, he secretly contacted Mrs. Johnson’s daughter to start the planning process with her help.
It all started the moment she arrived. A banner decorated with balloons was placed at the main gates of the resort with the message: “Welcome Home Carol”. At check-in, she was greeted with a wall of staff members, all applauding her arrival, and with her favorite drink – Margaritas. The next surprise was waiting for her in the room. The staff prepared a video of messages from her family and closest friends, each one of them wishing her the best during her vacation and letting her know how much she deserved this time to relax and unwind. Some of the friends in the video she had lost contact with over the years so this was very special to Mrs. Johnson. She was moved to tears and thanked the team for the gesture.
The next day, our Food & Beverage team was in charge of the WOW moment, which became a truly unique and special event. It all started by the pool. A group of staff and a member of the entertainment team (who was wearing a chicken costume) ran towards Carol, placed a crown made out of balloons on her head and handed her a rose also made of balloons. She was shocked and confused at first, but then she was excited and was escorted to a chair strategically placed in front of the main pool stage. Her favorite song started playing through the speakers and about 70 employees from different departments slowly began coming out from every corner of the resort, forming an incredible Flash mob, specially choreographed for her!
Carol was overwhelmed by this surprise and moved to tears, but she quickly wiped them away and joined in the dancing. She learned the steps so quickly that it looked like she had been a part of the surprise team all along! At the end of the dance, everyone took pictures together and she was extremely grateful for our gesture and hard work to put this together, which she said far exceeded her expectations. That night, our Mexican restaurant prepared her favorite meal and she couldn’t help but rave about it via social media.
The day of her checkout, a framed photo of her during the Flash mob was placed in her room, along with a DVD with the best memories of her vacation which included a video, pictures of the beach with her name written in the sand and messages from our sister properties thanking her for choosing Secrets Resorts & Spas for her vacation. Carol was visibly moved by this and once again thanked us by saying, “You guys made me cry again. You guys are amazing! This is my second family now. Thank you for giving me the best vacation of my life.”
Looking to escape on a tropical getaway for some rest and relaxation? Book your vacation at Secrets Resorts & Spas today!