What makes one all-inclusive resort brand a smashing success and another a mediocre choice at best? Not surprisingly, the answer varies depending on which travel advisor you ask. But essentially, few, if any, would disagree that brands whose corporate culture is wholly focused on service and the ability to intuit guests’ needs are finding themselves in the winning lane.
We asked travel advisors to share their views on what ingredients go into creating a superlative all-inclusive resort experience, along with their personal favorite brands.
Here’s what they had to say.
The ‘30-Minute Rule’
In the view of Be All Inclusive President James Berglie, positive client experiences begin with what he referred to as the “30-minute rule” – the customers’ first 30 minutes at a resort, which, more times than not, defines their entire stay at the property
“If check-in is slow, confusing, or guests are immediately hit with rules and restrictions, you’ve already lost them,” Berglie said. “And this isn’t just on the hotel; the ground transportation company plays a huge role as well, obviously.”
A Focus on the Five-Star Standard
On the luxury front, what sets the best all-inclusive brands apart from the competition is the ability to “cater exceptionally well to their target demographic while still putting service first, said McLean Robbins, founder of Lilly Pond Travel, and affiliate of Travel Experts.
“The experience should feel like a true luxury resort stay, not a mass-market product with a lot of included amenities,” she said. “The booking process, service culture, dining, spa, and overall polish should feel on par with a top five-star hotel.”
Advisors All-Inclusive Picks
Here’s a look at brands that rank among travel advisors’ favorites.
Beaches Resorts
The 15,000-square-foot lagoon-style pool at Treasure Beach Village (Source: Courtesy Beaches Resorts)
“Currently, we are seeing very positive feedback and an upswing in our reservations for Beaches Resorts,” said VIP Vacations President Jennifer Doncsecz, with Beaches Turks & Caicos serving as the agency’s No. 1 all-inclusive resort in January.
The resort, which earlier this year unveiled a $150 million oceanfront expansion, Treasure Beach Village, added 101 multi-bedroom suites in a wide variety of categories, including larger guestrooms, villas and suites for families, new dining concepts, family experiences, a pool and a cinema.
“Beaches Turks & Caicos is one of the most beautiful beaches in the world, and these new rooms provide a luxury experience, Doncsecz said. “For our high-end clients with children, we find that Beaches Turks has captured the luxury family all-inclusive market in the Caribbean.”
El Dorado Resorts
El Dorado Maroma bungalow accommodations. Photo courtesy of El Dorado Resorts (Source: Karisma Hotels & Resorts)
Comprising five adults-only, oceanfront properties in Mexico, El Dorado Resorts has added a “More Inclusive” program, which makes it easy to highlight added perks and amenities to clients “who are looking for the most bang for their buck,” Doncsecz said, noting that the company has also unveiled several new tours and includes airport transfers in the price tag.
“Their ‘more inclusive’ concept makes it easy to highlight these added items and sell to our clients who are looking for the most bang for their buck,” Doncsecz said.
Hyatt’s Inclusive Collection
The pool overlooking the beach at Secrets Mirabel Cancun (Source: Secrets Mirabel Cancun Resort and Spa)
Andrew Hallfrisch and Megan Rodrigues, both of whom are affiliated with Ensemble, sang the praises of Hyatt’s All Inclusive Collection.
Secrets Resorts & Spas, an established luxury brand, features “a really good value point” for the level of luxury it offers, said Hallfrisch, founder of Northstar Travel Company, as well as a generous number of destinations for clients to choose from.
For her part, Rodrigues, owner of Together We Travel, is not only partial to Secrets but also its family-friendly sister brand, Dreams Resorts & Spas.
In all, the All Inclusive Collection includes seven brands, each of which meets the same high value standard, she said.
“The clients are going to have a fantastic time, they’re going to be safe and they’re going to be in a location that is beautiful,” Rodrigues said.
Ocean Signature Resorts
Exterior View of Ocean Allure Costa Mujeres (Source: Ocean Signature Resorts)
“Ocean Signature Resorts is my go-to recommendation for clients with a moderate budget who still want a resort that feels fresh – think newly built, recently renovated or in-progress properties with extensive dining variety, and plenty of on-site activities to keep them engaged,” said Hallfrisch, who became a convert after a site inspection of Ocean El Faro in the Dominican Republic.
“Their Privilege Club perks and rooftop suites are a nice bonus, and many properties include an El Beso (adults-only) section, so there's something for everyone,” he said, adding that he believes they are “a great value for the cost.”
Sandals Resorts
Rendering of Sandals Caribbean Cay, formerly known as Sandals Royal Caribbean (Source: Sandals Resorts)
When it comes to all-inclusive brands that truly support travel advisors, no one does it better than Sandals and Beaches resorts, according to Love to Travel President Kim Cook.
“As a Chairman’s Royal Club Elite advisor, I’ve seen firsthand how seriously they take the advisor relationship,” she said. “The booking process is seamless, the support is responsive and the commission structure respects the work we put in.”
Another factor that distinguishes Sandals Resorts from other brands is that pricing is never discounted – anywhere. “The price I give my clients matches exactly what’s on the Sandals website – I never have to price match, and my clients can never find it cheaper by going around me,” Cook said.
Sandals also enables advisors to take over bookings that clients make directly within 30 days. “The same goes for onsite rebookings through the Loyalty Desk; we encourage our clients to rebook while they’re there and simply transfer it over when they return,” Cook said.
“No timeshare pressure, no lost future bookings and no competition from the brand we’re selling, she added. “That's a true partnership.”
Velas Resorts
Grand Velas Riviera Nayarit at sunset (Source: Claudette Covey)
“My clients want a true five-star resort experience that also happens to include most of what they need,” said Lilly Pond Travel’s Robbins. “Grand Velas is one brand that does this well on the all-inclusive side, and with amenities clients expect from a luxury resort: a superior spa, strong dining, excellent kids programming” at no additional cost “and very few meaningful upcharges.”
“Ideally, the only things carrying an added cost are super-premium spirits or highly specialized private experiences,” she added. “Grand Velas does this especially well, and its Michelin-starred dining is a great example of how an all-inclusive can still feel elevated.”
Furthermore, Velas Resorts’ amenities mirror what clients expect from a luxury resort, including kids programs and scant upcharges. “A kids’ club should not be extra,” she said.
The superb service extends to travel advisors, said Hallfrisch of Northstar Travel Company.
Once an advisor makes a booking, they are assigned an on-site point person who handles all details related to that customer, including spa and dining reservations, eliminating the need to contact multiple people.
How Customer-First Resorts Win
In the final analysis, the all-inclusive resort companies that are winning are the ones featuring “staff that is empowered to solve problems, don’t hide behind policy but instead approach problems with a customer-focused problem-solving mindset and resorts that make things easy,” said Berglie of Be All Inclusive.
“For a long time, product carried the industry – nice rooms, good food and great locations – that was enough, he added. “Now it’s not.”
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