Secrets Aura Cozumel - Adults Only - All Inclusive

6.6

Fair

1086 Guest reviews

6.6

Fair

1086 Verified Reviews

Read all reviews

Cleanliness7.2/10

Service8.0/10

Comfort7.2/10

Condition6.2/10

Amenities6.6/10

We were a little nervous after reading reviews prior to our trip but we had a wonderful time. The only caution I would have for anyone considering going to the Secrets is to understand what you will not be getting if you are not “preferred “. You are limited to certain restaurants and other things if you are not of preferred status. We chose the preferred status and everything was wonderful. Plenty of places to eat, drinks were good and overall everything was clean and in working order.

I like the many options for dining. The noise during the day and night is too loud.

Great hotel. My only one complaint is that you are not allowed to wear flip flops into any of the inclusive restaurants. All I packed was flip flops? It’s a beach resort? I can see no bikinis etc., but flips flops seemed a little silly to me.

Staff was great, property was clean and in good condition. Limited things to do after 10 pm and Cozumel had limited things to do if you're not a scuba diver. Enjoyed a relaxing vacation - stayed 7 days but wouldn't spend more than 5 days next time.

Didn't like the construction going on outside our swim up patio. No pizza on site, no Italian restaurant. Liked the cocoa coffee shop and the barefoot snack bar. Also loved the 24hr room service.

Beach front and the sunsets are beautiful. Secrets rooms appear to behind in maintenance. We had to upgrade our room because the original was not in good condition. Also, room was listed as an ocean view but only had a small sliver of ocean view and room over looked a very noisy pool.

Liked the pools. Bar service was great at every bar. Rooms very clean. It would be nice to include Dreams dining. Need pizza in Secrets.

This secrets is a great place for the price but it is not high end like its sister sites. Food was good, service was very attentive and timely. Some nights restaurants had extremely long wait times. Entertainment was sub par at best. Not a lot, short lived, and not super phenomenal. Overall this is a nice resort to visit. It is just not the same high end quality some other Secret locations are. I would say it’s a 3 star resort due to being an older facility and the quality of the restaurants and some services.

Decent but disappointing

The service was pretty slow overall as they seemed short staffed all over. The staff generally seemed willing to help accommodate, but not at a high level. Lack of loungers at the beach and pool areas meant having to get up very early to have a chance at those or towels. Food was okay, but not great.

Staff was amazing. Beach and snorkeling a big plus. Food choices and quality spot on. Room fridge broken-reported but never fixed. Door strike plate broken so door didn’t stay closed. Door knob to bathroom wouldn’t stay in place.

This was our second trip to Secrets Aura I was disappointed that the updates they talked about didn't look started, the property needs a lot of updating. On the positive side the entertainment was better and Moses checked in every day on an array of topics.

I hated it. Most awful resort ive been to. Secrets akumal set me up for failure. They are clean and respectful( everyone ) its way nicer. Secrets azura in cozumel was AWFUL!!! the swim out pools were fridged. The rooms stayed wet 24/7 we slept in wet beds. A dehum is absolutely needed just for comfort. Nothing would dry, except it was wet from the humidity... so where my dehumidifier?????? We had to pay to use the pier everyday. When we paid to come to the resort, all inclusive a lie. The resort next to us, had diver assistance. They cleaned wet suits and handled gear. No options at secrets but you pay for the peir. Absolutly rediculous. The rooms were gross. Hair was left. There was a ... slime? Grime? All over the walls. There were splatters on the walls EVERYWHERE. The safe kept locking itself on me. Amd they say oh sorry happens allot. I dont want people in there. Thats why i have a SAFE! one that works would be advantageous. the WORST PART WAS Gustavo. And the membership they shove down your throat. He made fun of me for not wanting to spend an extra 6k on vacation. They dont want you tothink about it. They push you to sign it. Like i mean rudely, forcefully, even to the point of degrading you. Im not a man, i have no ego like that. Tried to make me feel bad to get the sale. The only good about here- Marcel at windows Santos windows Sebastian with sales Patricia front desk Mario and Elizabeth at the market Cafe Our room keeper Rudy Our door man

Property not kept up. Bathroom facilities were smelly, and not clean. Even though this is an all inclusive, we were not allowed in certain restaurants on the property, and not allowed in certain areas on the beach. We would have to pay $75 dollars each per day on top of the $730 dollars that we had already paid. No previous indication that this would be the case

Decent budget property. Average food. Staff was great though and snorkeling was really good.

Guadencino at the pool bar was AMAZING! he made our last day fabulous best all around staff member we encountered along with the one that set up all our transportations. Also our maid & fridge guy. Beach was clean but water smelly. We had to have our air and door looked at three times only to find out nothing was wrong….clearly the problem was never fixed! Room was hot and door was hard to open our entire stay. Never could find clean beach towels or towels in general (my advice..bring your own) & people would take up chairs at beach & pools so hard to find a chair unless you want to be up at 4am to save one. They definitely need more of both of these to accommodate their guests. Place smelled like sewage back up in bathrooms and in hallway to our room. Enjoyed the sunsets from the skybar & our balcony. Not a lot of entertainment at night. If you go, definitely need preferred or you will be turned away from almost all restaurants , some pools & where you can sit on the beach chairs. Not willing to pay the extra $75 a day per person when all the food tastes the same. It is a must if you come to this place if you don’t want to be turned away from ALOT of things. Overall was relaxing, but will never go back as there are so many nicer resorts out there. Place definately needs some upgrades!

The staff is friendly and hospitable. Beautiful, clean pools and pool decks. Good food and restaurant options.

Would stay again!

Property needs a lot of work. The staff is great and friendly.

It was upsetting that when you first arrived, there was such high pressure trying to get you to purchase preferred membership through the Hyatt. Also was not known to us that we were not "preferred" members, so we were limited as to what pools, bars, and restaurants we were "allowed" to go to.

It’s good but Hyatt is destroying it

Good stuff

Limited hot water. No entertain during day at pool. Also have been several times and continues to decline.

The distinction between guest and preferred guest limited places to eat for breakfast and lunch. Which led to lines at dining areas and long walks to where you could eat. The staff was outstanding being helpful and responsive to needs and any issues. Plus they were friendly!

we are checking out at Secrets Aura Cozumel and are completely flabbergasted and disgusted by the disrepair, lack of service and cleanliness at this resort. This is my fourth time to Secrets Cozumel, but my first time with it being under Hyatts ownership. This used to be a gorgeous high end resort, and now it’s a sad memory. 1. Lack of chairs and towels. I’m sure the hotel knows how many guests it has staying, why is there not enough chairs and towels being supplied. There were elderly guests who had no where to sit around the pool or beach and many having to use their room towels bc they were out at the towel bins. Many of the beach chairs were broken, and when asked a few employees for help they just said ‘I don’t know’ and kept walking. There is a huge open space on the beach for more chairs and definitely more room at the pool. The preferred club loungers are decrepit and full of mold. This is absolutely unacceptable for a resort of this caliber. 2. Restaurants and two to three hour wait times. Again this is not acceptable to have to wait 2-3 hours to get into dinner and only have half the restaurants open. The buffet was a complete joke of selection and had birds eating off the buffet bc no one was attending to it. 3. Check in, why is there only one person there to check guests in when you have full knowledge of what your guest count is going to be? Also I shouldn’t be harassed by the club sales team while I’m waiting over an hour to get check in after a long tr

It is an older resort but very clean and rooms have been remodeled. Great accommodations for the cost. We have stayed many times.

To start… the safe was broken, the sliding door to patio lock was broken, no lighting by desk, should have lounge chairs on balcony (swim up), pools should be heated, no hot tubs? Smoking area was disgusting- obviously neglected- ashtrays never cleaned, garbage everywhere- I felt like a 3rd class citizen!! I asked for white wine instead of the red that was in our room - never got it. More blankets and pillows , face cloths and towels would be nice. Need more than one trash can in the room. Need bigger counter space in bathroom- hardly anywhere to put toiletries. No dresser- for draws. The fact that we never received a proper check in because all you’re interested in is “selling timeshares “. We were bombarded by Claudia immediately “selling” us spa treatments instead of just giving us our key so we could get to our room after 18 hours of traveling to get there!! We came to a Hyatt to vacation and not do business!! Very disingenuous greeting! Bad first impression to say the least. Service at restaurant (Windows) first night was S L O W!! Portions were null. So much divisiveness between those paying more to be “preferred” this is pathetic. I’m paying to stay at an all inclusive 5 star resort for a reason and yet felt banned from everything nearby. Restaurants, pools, lounge chairs etc. Pool music was terrible- felt like I was listening to porn music all day!!! Play something lively and classy!! How about being able to slide down the slides by your swim up balcony?

The worsts

There was some good food options not much to do besides the pools or ocean but the staff was amazing!

Ancdefgj

Property could use an update.

It was a bit quiet for a young couple like us. It’s more for older people I would say, there wasn’t a lot of entertainment which I would’ve liked. But nice staff and great hospitality

The preferred section is very dated and needs to be renovated. The food was very average. The location is great! Beach was very nice. Staff was attentive and friendly.

Most of the staff was nice, a few were not, room service was subpar and a very limited menu, we most like won’t stay at that resort ever again

We really enjoyed our stay here. I was a little nervous from some of the reviews, but our room was amazing. We did the junior suite ocean view. Our room ended up having a leak and they switched our rooms and both rooms were great. The food was pretty good. We loved our excursions and especially our one with Tiger in Cozumel. Definitely ask about it, if you go. This resort is a little outdated in some places, but it was relaxing and overall a great time.

The property is quite and I love that it is right on the beach. The food and activities are very disappointing at this resort. Some of the restaurants are great, but each buffet was terrible.

The property was beautiful and in the process of being updated. Unfortunately we had an older room and the musty smell was horrible. The staff were amazing every single day! They need more options for grab and go food around the pools.

Our room was so run down!! We were with a group of 50 for a wedding. Everyone else’s rooms were new and much nicer. We were told we got upgraded to a swim out suite, but when we finally got to our room (after waiting from 3:00 - 7:00 pm and being told 15 more mins repeatedly), we were appalled at how bad the room was. It was in terrible shape - too much to even go into details. I saw other people’s rooms a few days later and should have demanded the room we originally booked which was Preferred Club Pool View. By then though, my husband was terribly sick with what we suspect was food poisoning so moving wasn’t an option. Up to that point, he had only eaten at Secrets for 3 days. The food was not very good at all and we are not picky eaters. We all went to Dreams to eat any chance we got or walked across the street to a taco shack… which was the best food we had the whole trip! Had we not been there with 50 friends, this trip would have been a complete disappointment and waste of money. We stayed at another Secrets 2 years ago and it was nicer. This Secrets needs some major renovations and repairs in various areas of the resort. One of our friends got stuck in an elevator… twice! Loved the staff - great people, but this is not a 4 or 5 start resort. If you already booked, make sure you are preferred so you can eat at Dreams and definitely go across the street. It’s fantastic!!

Very disappointed in several aspects of this resort. We had to evacuate our room due to sewer gas. We were switched to a nice room but were offered nothing for our inconvenience. Antonio the manager was sub par in handling this issue. At the very least they could have comped our massages. They called the next night to see if we wanted to switch rooms again. We were checking out the next day so we told them we had already switched rooms. When we checked out they said that they had offered us a beach front room. This was not the case and as we were leaving the next day and it was already dark outside so this was too little, too late. Ever since Secrets has standardized their restaurants the food has been terrible. Same fatty steak with no sear was offered at three of the restaurants with the same brown gravy. Shrimp appeared to have been cooked three days prior. Very disappointed. The best food was down the beach at a sister resort Mexican Buffet!! We stay at all inclusives 2-3 times a year and we will not go back to the Secrets brand ever again. So many better places to spend your hard earned dollars. This property has a wonderful beach area.

Staff was very hospitable and rooms were nice.

Not a great experience

Perfect all inclusive for an affordable, fun yet relaxing vacation.

The entertainment staff was great.

The design of the property was very nice the swimup to your room was great...loved how it connect ed to the main pool. The condition of the property was poor. (Being a Hyatt property) Frig in room did not work...tiles falling off at pool and in bathroom. Paint stains on pool verand. Every morning there was a puddle of water in front of the door . Puddle was inside room... Very slippery. Hot tub did not work. Coffee machine in the coca cafe did not work...there were no pool towels after 11:00. Staff was a little snippy. The activity coordinator was great!

Staff didn’t greet or pass with greetings/smiles. The swim out was deceiving- 1’ of water, pool is not heated, slide to actual pool did not work. Food was awful. Nothing was fresh. Everything closed at 10pm and room service food was worse than ordering DoorDash from a restaurant 50 miles away. Sour cream and other items were not in a chilled area, but just setting on a counter and was literally foaming. Presentation was awful. Poinsettias throughout were dropping from lack of water. The alcohol was watered down. I prepaid for a bottle of tequila $90.00. It was supposed to be on ice in my room upon arrival with a note. It was not and it took 3 days to find the person/shop I bought it from. It was delivered with no seal on the bottle and it was NOT Don Julio Blanco. Someone refilled the bottle with ? When I questioned they said there was nothing they could do because it was in my room overnight. They delivered the bottle at 7pm as I was leaving for dinner and when we got back to our room we went to bed- didn’t inspect the bottle until the next day. I will never go back and I will advise everyone to avoid this property.

Older property but updated for the most part. Staff is wonderful, beach is amazing, food was good. Buffet for breakfast had a lot of choices. Plenty of beach chairs. The restaurants for evening dining were good too. Very relaxing spot.

We have always enjoyed visiting Secrets Aura on Cozumel. This time things looked the best ever. Staff was wonderful as always and food was good.

Stay away from this property! They do not give you the VIP access. The rooms are poor quality and leak water everywhere. The air conditioning did not work even complained multiple times. Restrooms around the resort were clogged up with fecal and water was turned off so you could not flush them or use that restroom. Quality of the details in the rooms was paint splattered everywhere even on the glass in the restrooms and out on the balcony. The preferred bar used to have Don Julio and does not anymore. One day they had patron and was out for the rest. Upon check-in, they nickel and dime you because you used to get the preferred as a VIP member so they charge you an extra 300 for that and another 300 if you want a preferred room. Without the preferred room, they put you at the very back of the property, the farthest away from the beach and all the restaurants. This will be the last time we ever stay at Secrets Aura. We came two years ago and they gave us the red carpet treatment.

Didn't get what i pay for

We had to stay in a room that was completely flooded for 2 days before attempting to move us. Finally moved us then that rooms air conditioning didn’t work. We stayed in the flooded room for another night. Moved to a different room and it stunk so bad. Beaches were full of rocks. 2 of the decent restaurants, we had to leave because of lack of service. 1 breakfast buffet was the best and it was in the other resort we had to walk a mile to every morning. Would not go back.

This resort has seen better days. It was fine for 3 nights and some sun, but we won't be going back. All of the hard-working young ladies were very pleasant with great attitudes. The food was kinda bland and sad. The resort was tidy but when you look closer, kinda grungy. Aside from clean sheets and towels, our room was not clean. Even my husband noticed. The shower and AC were not in good working order.

It was ocean front and great for snorkeling The food was not to par with the Secret brand. Very limited food and drinks. Old property and not well kept surroundings. Staff not caring.

First off, our room was not clean when we arrived well after check in time. When we got to our room, the mini bar fridge was not working. We called to let them know. Also the door on the cabinet of the mini bar fell off when we opened it. Called front desk, took 3 days to be fixed. There were days we had no towels and no one picked up our room. Would call the concierge up to 4 times a day just to get some waters to our room. They always said, "someone will be right there." No one ever showed. The food in the restaurants were inedible. Worst dining I've ever had at an all inclusive. Food came out cold, with no flavor, all of it tasted like it had been microwaved. We will never try a Secrets property again. I was embarrased that our couple friends that came with us got the same experience we did.

We had to switch rooms after day 2. There was water leaking through the ceiling. No hot water & no one cleaned our roomroomroomthrth3

Water was cold in our shower for 3 days. Broken cabinets, dirty floors in the room. Staff was always friendly. Meals were hit and miss. Really enjoyed the sushi. The room service breakfast was better than any of the restaurants. But the room service meals in the evening were again hit and miss depending on the days. Bali bed was a hit. It was missing the cooler but the wait staff did come around and were more than attentive. Overall we had a nice relaxing time. But they do need to do some updates and repairs.

Nice property. Great view. Staff was super friendly and attentive.

The property is old and needs more staff. The rooms for my group of 10 had something wrong with the water system, the shower didn’t work. The room was damp and musty or my shower wouldn’t drain, the toilets barely flushed. It needs significant maintenance and way more staff the staff does not care about your problems. They do not care what you need. They want you to go away and spend more money. The air-conditioning unit drifted water on the bed all night, long of one of my friends, the front desk said just fill out the review they did didn’t comp them for anything asked to move him or nothing. They didn’t even fix the air conditioner.

I liked the all inclusive experience. My room did not have hot water in the shower and the air conditioner above my bed leaked.

Could not get them to orovide ice and water. Asked multiple times and finally did it on the last day

Unless you're "preferred" you can't enter half the facilities

Staff didn’t want to help or really serve you. Always felt like we were inconveniencing them. Things in room were very old and broken. Never had a hand towel in room. Bed was comfortable and had a beautiful view.

Nice place. But in desperate need of new management and renovation

We visited once before in 2019 and the place was superb. Our visit this time in 2024 was far from it. Everyone was as friendly as they could be, but the facilities are in dire need of a big renovation. We did 2 check-ins and both times we had to wait for over an hour till our room was ready, the place seems to be understaffed. And the worst thing we noticed is the pool towel situation. If you did not grab pool towels from the towel bin before 9am you would not get pool towels for the rest of the day, no matter how many times you reported them to the staff and them saying they already reported it. Before you dismiss this review, please note that I am someone who loved this place, but upon speaking with the staff, it is evident that the place is in between management changes since Hyatt bought them. So I am hoping they turn this ship around. The main issue seems to be at the management level and not with the actual staff individually. I had 2 separate rooms this time around and in both instances I required maintenance assistance, one was due to no hot water in the room, the other one was AC related. Oh and on a rainy day, there was a big leak in our bathroom ceiling to which the lobby said “we know” with a sigh as though they knew there are a lot of things to fix. Anyway. Here’s hoping they make this the paradise hotel I went to back in 2019. Because Secrets Aura is an awesome location with good food, excellent staff and an enviable beach.

They didnt have the Pool pump and filter in operation. Smell like sewage, so they had scented candles on. Food was below average

This was our 1st vacation alone (without kids) and we was a bit apprehensive after reading some of the reviews. After arrival we put all the not so good reviews in the rear view mirror, and had a fantastic time. Thats not to say that there was some things that we did not care for, however nothing that would cause for a not so favorable review. Most of the restaurants were fantastic, tho not a big fan of the “buffet style” that was offered at a couple spots. Staff was amazing and very friendly. Room was nice. There was a couple water slides around the pool that could have used a little help with water flow, so we didnt bother with them. I would say overall, 4.7 out of 5.

The best part was the entertainment, especially Arbey! He went out of his was to involve me in activities and to make sure I knew what was going on. He was outstanding!

Poor standards

The room was not ready at 3.00pm. I had to wait until 4.15pm and my room was along walk from reception. I was in a first floor room and there are no lifts. I went to the toilet and shut the door behind me, as always. When I returned to go one more time the door refused to open. It had locked itself. An engineer was summonsed. He fixed after about 20-minutes, but then he shut the door and it locked again. So, another 20-minutes wait for him to fix it again. Had this happened when I was inside without my mobile and with no hotel phone in the bathroom I would have been locked in all night. At circa 8.40am somebody entered my room with a master key without having been invited or been given permission to do so. Seriously? How is this possible? Do you not know which rooms are occupied? What if I had been naked? I would have been demanding a full refund after the locked toilet issue too. I am being invited to join Hyatt's membership, but if this is what Hyatt standards are I will give it a miss and stick with Hilton.

We were preferred beach front, ocean view. Loved the snorkeling right at the resort. Windows favorite restaurant with Luis as our waiter, making it enjoyable. Angel in reception went above and beyond.

Our entire stay was unpleasant, and we were extremely disappointed with the service. Everyone at the hotel was rude and did not accommodate our needs. It seemed like our room hadn’t been used or cleaned before our arrival. The bed sheets were dirty, not fresh, and there were bugs inside the duvet. Additionally, the room had a persistent foul odor, resembling sewer gas, which lasted throughout our entire stay. We requested a room change, but the front desk was unable to accommodate us. We had booked an all-inclusive package, but the front desk failed to inform us that there was an additional fee for "preferred access." When we attempted to dine at one of the restaurants, we were rudely told we couldn’t enter because it was for “preferred” guests only and were informed we needed to pay for an upgrade. To make matters worse, we discovered bed bugs in our room and left with numerous bites all over our bodies. As frequent travelers from Arizona who visit Cozumel twice a year, we were extremely disappointed by the poor quality of this stay. We will not be returning. Upon check out I expressed my concerns to they guy that checked me out he just shrug his shoulders and said leave a review online.

Did not meet expectations of a Secrets resort.

As a Hyatt member I wa so disappointed in the conditions of this property. Let’s start with the room. My first room smelled like mildew and sewage. The condition of the items inside my room were very different than what was shown online The food was worse than hospital food and not to mention the same food every morning lunch and night. I spoke to the 6 couples in the hotel and everything I’ve mentioned was all of there same concerns. Not one couple will ever come back. I have videos and pictures of ya to see

Service and food were not good. Resort is old and outdated.

This hotel was overall the worst place I’ve ever been to. We had so many problems since day one. We had booked a room with a swim up pool, when we get there we are told that they did not have our room available and won’t have it until the next day at check in time which is at 3pm. We still dont understand how we were able to book a room and it not be available. They gave us an “upgrade” room that has an ocean view (which did not) and were told “most people usually love the upgrade its much better you wont want to switch back” which based off of that it happens a lot. We get to our “upgraded” room and the room isn’t very clean. The bathtub wasn’t clean neither was the shower and there was not hot water it was barely warm to say the least. The next day we go to switch our rooms and they told us “your room isn’t ready give us like an hour and a half and well call you” we came back in one hour and it still wasn’t ready, we didn’t end up getting our room until about 7pm the next day, 4 hours past the time we were supposed to get it. We finally get to the room we initially booked and paid for and there was a disgusting smell, there was lipstick on the towels and it was overall disgusting. The restaurants included with the hotel were either closed on most of the nights or had very limited food from the menu. We did not have one good day at this resort. We told management and they seemed to not care.

Old, moldy, smelly Unattractive pools Limited pool service Lots of upselling not worth it

If I could give negative stats I would. First day I got food poisoning, they had to call the paramedics and a doctor to com give me an IV. The food at all the hotels that are connected was horrible including room service. The pool tiles were coming off and there was mold all over the pool and room. The swim up/ ocean view well you can’t see even see the ocean. We will never go back and I am filing a CB loan with the insurance as for half the trip I could barely get out of bed. Horrible would NEVER RECOMMEND

It took 4 hours to check in since the room I reserved almost a year prior “wasn’t available”. I spent the whole day traveling and spent another 4 hours at the resort to get a room. The front desk staff were horrible!!! I will never let anyone I know stay at this resort.

We booked this hotel for a lower priced all inclusive vacation and that is what we got. The overall rating I am giving is 'Good'. Firstly, the food was very good. Better than expected!! The staff were all very nice. Facility is clean. Now...It is an older hotel and the rooms are very inconsistent. We checked in with friends to 2 ocean view rooms. Our view was trees - they had ocean/pool view. Amenities in the rooms were hit and miss. No clock or hairdryer in ours, no umbrella or washcloths in theirs! Our First room had water leaking around the base of the toilet, NO HOT WATER, and 3 non working light fixtures. With the tree view, it made the room very dark. It took 4 days to get a new room assigned. The 2nd room finally got the ocean view, Hot water, however the bed wasn't as comfortable. Still no clock and I'm pretty sure the fan would have eventually sparked and caught fire if we left the switch turned on. Probably would not come back to this hotel.

My husband and I stayed here for a week. It was not the nicest all inclusive we’ve stayed at but the staff were incredible - special shout out to Diego, Arbey, & Irving!! The biggest issue we had was maintenance problems. From the beginning of the trip our toilet would constantly run, one sink leaked, and the bathtub only had one working faucet. We did submit multiple maintenance requests and told multiple people but none of the issues were ever fixed. One evening maintenance came by around 5:30pm while we were showering and getting ready for dinner. They said they’d come back in an hour but never did. Pro tip: book excursions through the resort where you can get snorkeling gear for free, NOT from Amstar - the company set up in the lobby. We could have saved a lot for the two of us and when we found out, they wouldn’t refund us.

Good resort. Fun pools and decent rooms. Not a good variety of food choices. Restaurants have the same thing every night. Food was good though.

Beautiful getaway.

What I like about this hotel is that it has many pools, a spectacular beach. I didn't like that check-in was 40 minutes late, the room wasn't cleaned in the two days we were at the hotel and the restaurants with buffets don't have much variety of food.

I was not offered the room upgrade that I was owed

Property is dated, not all food choices available every day, or not available without a preferred club pass. Probably wouldn’t stay here again.

No hot water in our room, but everything else was great

Hot water was an issue in the room. For the preferred club the food was good, but cafe and buffets need better options

I’ve been around the Caribbean and stayed at several resorts. For the money, Secrets is a fantastic experience for the money. The food is pretty good- all commodity foods BUT the flavor is there! Plus you’re a short ride from great food out side the gates. I’d read that the property was dated and needed an upgrade - but I found it pleasant. Staff was great! The Caribbean in my opinion is some of the worst customer service in the world but Secrets staff was kind, welcoming, smiling, accommodating. Marco, Gabrielle, Strong Diego/ Skinny Diego and the event staff were all really great to interact with. The only personnel issues I saw were at the concierge where they want you to take in a 90 minute presentation for free excursions. WAY too aggressive. Our person, who for the record did a great job, would not let off…. Multiple times a day while we were relaxing they would interrupt us in an attempt to do the presentation. Their boss “Arnie” was probably the problem; I witnessed him berating a staff member in the lobby- POOR FORM ARNIE! You work in hospitality, someone is always watching. As a sales person in Hospitality myself, I could give a million suggestions other than “be aggressive”. However, Secrets was a great experience and I will certainly be back.

Just ok

The resort was quiet and relaxed! The entertainment was fun. The food was the worse part, it was mediocre food at best!!

Food and drinks were great! Above average for an all inclusive. Staff was very friendly. Facility was older but the staff was working on upgrading / painting, etc. Rooms were very clean. Comfortable bed. Rain shower.

Unfortunately there was no hot water. Maintenance was not able to fix it. There was a terrible odor outside in the hall when entering and exiting.

The entertainment group, the diegos were friendly and fun! There wasnt really a tour of the resort or bunch of information regarding places to eat and location, learned by word of mouth or exploring. Staff was super friendly. A designated beach bar would be an excellent add.

The place was dirty, we didn't have hot not even warm water the entire stay. Cold showers the entire time. Limited on restruants unless you are preferred.

The initial room we checked into smelled terrible. The smell was like mildow or mold. The bedding and seating areas smelled the same. Food was not the greatest on this resort but its an island. Oh, our water was cold. The ceiling in the hall was falling down but we ignored that because we know there has been resebt hurricanes. After meeting eith managaemnrt we were given another room in the preferred area because it was so much better. Sheets smeeled better. Air smelled better. Shower was lukewarm was definitely an improvement.

NA

The romantic dinner on the beach was my highlight. No hot water for showers was my con

I was here in 2017 and was shocked at the state of the resort currently. This is by far the worst place I have ever stayed. First off there is NO hot water in the bathrooms. My wife has a mold allergy and became ill after one night. We noticed mold in the room trying to figure out what may have been the cause of the sickness. After discussing it and realizing several other guests were having similar problems, we addressed it with the staff. They gave us a new room that was an upgrade which appeared to be fine at first. It obviously smelled like chemicals and appeared better. Another day goes by and the sickness isn’t getting better regardless of anything we try, so I decided to look deeper. The refrigerator was leaking and had mold on it and the contents inside. There was mold in the corners of bathroom and other areas. The curtains had mold. There is mold In the vents. There is literally mold everywhere. When trying to address staff they accused me of lying and said it wasn’t like that yesterday and it was my fault because I didn’t let housekeeping in, but they never attempted to come by. The staff denied my refund and we just spent extra money to leave early where we went straight from the airport to er. It also rained and there were several failures around the resort that showed evidence of mold growing for an extended period of time. Please do yourself and loved ones a favor and do not go here. You will waste your money and the resort does not care and won’t issue a refun

Love having a pier access, can book tours and have them pick us up right there. The staff is amazing. They really make the stay memorable. From the bell boy Amilcar, the restaurant staff victor, Sergio, Clara, Angela, Miguel, Fernando, Luis.

The room was nice except i didnt, have hot water in the room the whole time. it was a family trip and most of us didn't have hot water in their rooms. complaints did not seem to help. staff was very nice. Recommend preferred status as their are areas that you cannot go to. staff does provide activities while in the pool. volleyball and movie trivia contests.

Nothing ruins a vacation like 6 night without a hot shower. Our first night was spent in the wrong room that smelled horrible, and was so close to the service corridor nobody would be able to sleep.

Customer service is top notch. We were there 4 days and never had hot water, complained daily with no change. Drinks were good. Food is pretty bland. Resort needs some TLC. Gave them grace due to past hurricanes. They were starting to paint today. Sewer smell by lobby is rough. Some of our party were put in Room 1110 and it was awful. Smell was gross and room was right by lobby and oceana restaurant with zero privacy. Beach is worth the stay and I recommend preferred status. Overall we had a good stay.

Gohan sushi bar was fantastic. Clara, Angela and Dolores were great! As were chefs Alan and Gloria. I highly recommend.