Breaking in
the Newcomer
CASE STUDY
THE
Challenge
Our automotive client wanted an incentive trip that felt new, elevated, and worthy of their top performers. Secrets Aruba, freshly opened in June 2025, checked every box on paper: beachfront luxury, modern amenities, and a destination that felt exciting and exclusive.
But there was one big challenge: the resort had only just opened its doors and had no established systems for hosting large corporate groups.
No proven operations.
No event history.
No roadmap for incentive-level service.
With the program scheduled for December (just six months into opening) we had to make sure that every touchpoint would feel polished and effortless, even if the property was still ironing out its own processes behind the scenes.
THE
Approach
We knew success would depend on partnership and preparation…not assumptions. So in July, we flew to Aruba for one of the resort’s very first full site visits.
Instead of just observing, we took an active, consultative role:
EVALUATING the guest flow, service readiness, and communication processes
IDENTIFYING gaps a new property wouldn’t yet know to anticipate
Walking the hotel team through what an incentive program of this scale REQUIRES
Offering DETAILED, CONSTRUCTIVE FEEDBACK to help them prepare—not just for our group, but for future ones as well
Our goal wasn’t just to gather information—it was to help shape the foundation for a smooth, high-touch experience months down the line.
By aligning expectations early and setting the resort up for success, we minimized first-year growing pains long before guests arrived.
THE
Solution
A resort fully prepped for a corporate incentive group, thanks to the groundwork laid during our site visit.
When December came, the program unfolded like a team effort months in the making.
WE DELIVERED:
Thoughtful, streamlined guest logistics, from check-in to dining reservations to onsite flow
Curated program experiences that showcased the resort’s new amenities without overwhelming the staff.
Proactive communication with hotel leadership, ensuring readiness at every stage.
Because we worked hands-on with the resort early,
the property felt seasoned (even though it was hosting one of its very first major groups).
THE
Impact
The incentive program delivered exactly what the client envisioned: a fresh, premium experience that celebrated top performers in a destination few had visited before.
Guests enjoyed all the benefits of a brand-new resort—modern design, pristine spaces, elevated amenities—without the operational hiccups that might happen with a grand opening year.
The Secrets Aruba team shared how valuable our early partnership had been in preparing them for success, and our client left with an experience that felt polished, rewarding, and highly memorable.
Launching an event in unfamiliar territory? We know exactly how to make it feel effortless.
WHY IT
Matters
Any planner can book a beautiful venue. Not every team knows how to partner with a BRAND NEW resort and bring it up to the standard a client expects.
This project reflects what sets us apart: our desire to ELEVATE every environment we step into, our HOSPITALITY-FIRST mindset, and our ability to turn untested venues into EXCEPTIONAL GUEST EXPERIENCES.
