Secrets The Vine Cancun is a fairly new resort as of the time of this review. The level of service is good, but not consistent from staff member to staff member. Pre-arranged pick-up at the airport was worth it. They were on-time and courteous and assisted us in meeting our private van. Nice greeting at the resort when we arrived, with cold towels, welcome drink, and a friendly personalized full tour of the resort.
Our check-in (on the preferred level) was a terrible experience. We had a printed confirmation for a suite with a King bed, but the resort was insisting that they do not guarantee bedding and wanted us to accept a room with two beds. It appeared that they held King beds for people who said it was their honeymoon or special anniversary. We had to speak with many managers and be very insistent before they agreed to provide a room with a king bed on a preferred level floor (as we had reserved). It was a bad way to start the vacation.
Food offerings were plentiful. Service in the Asian restaurant was particularly poor. They did not serve our courses at the same time and appetizers came after main courses. The menu at the Mediterranean restaurant was eclectic, but some guests seemed to like it. Music in many restaurants was too loud. Overall, the Italian restaurant was surprisingly good for a Mexican resort. Steakhouse was good as well. Liked the breakfast and lunch offerings. The coffee bar in the lobby is a great touch for light snacks. There are wine tastings at different times of the day (either free or modestly priced.) Business Center had good internet, but closed too early. Wi-fi throughout resort was generally OK, but did go down sometimes. You can make free outgoing calls from your cell phone once you master the link to the resort's wi-fi system.
Lots of activities during the day and every night. Shows were good and varied. "Casino night" around the pool was fun. The entertainment staff did a nice job.
Preferred level is worth the extra price, especially with the private rooftop pool-- less hectic than the beach level pools and a nice poolside restaurant and bar. The spa is big and modern, but misses the mark. The steam room and hydrotherapy pool were not working when we used the spa. They allowed too many guests to use cell phones in the common spa lounging areas. Also, we would have preferred separate steam rooms, saunas, and hot tubs for men and women since co-ed requires bathing suits and this is uncomfortable when using these spa services. Massage treatments were excellent and therapists were very professional.
They followed up a few times about taking a time-share tour, but we declined and there was no real hard-sell. That was handled very nicely.
The resort asked many questions and made us very uncomfortable about checking out a day early, which we did as a major hurricane approached our area back home; a good move because no flights got out to our home area on our scheduled departure day. They did not show concern about the widely-publicized storm in the U.S. We had to provide written reasons and sign a form for early departure.
The suite was spacious and modern, with nice amenities and toiletries. Shower is excellent. Housekeeping kept the room very clean (although we needed to ask for extra towels a few times). Excellent cable TV was offered (many channels and US stations) and the resort had many free movies to play in the room. A daily printed news summary was provided along with a schedule of daily resort activities. The lighting system in the suite is a bit confusing. Air conditioning did not work for a few hours each night in the room or some restaurants. They explained that there are still a few problems with the A/C system. Room service is no extra charge with all-inclusive, and breakfast (or any other meal) on the balcony is a very nice alternative. They replenished snacks and drinks and water as needed.
The hallways are a bit noisy because there is marble and no carpet to buffer the sound. So you may be disturbed by luggage carts, room service, or housekeeping carts from time to time. The departure waiting area in the lower level of the resort is a bit disorganized and no managers were there to help match guests to their taxis, vans, or cars. The resort credit that was offered has stipulations. Only allowed to use in certain dollar denominations for specific services. Can't use all at once and not honored for store purchases or for customized spa treatments.
Overall, once the "growing pains" are worked out, we think the resort will be a nice addition to the Secrets brand.
- Official Description (provided by the hotel):
- Secrets The Vine Cancun will debut as the first Secrets Resort & Spa in Cancun. This brand new adults-only resort is situated along a powder-white beach with crystal-clear views of the Caribbean Sea. Offering an adults-only Unlimited-Luxury® experience with gourmet dining options, daily activities, nightly performances, elite services and superior amenities; Secrets The Vine features a massive Secrets Spa by Pevonia inspired by cave-like structures and the natural cenotes of the area. All of this and more is within reach and only 10 minutes from Cancun's International Airport.Each of the Secrets The Vine's 495 guest rooms provide a private and romantic retreat of beauty and splendor with deluxe appointments including Italian porcelain floors, the finest luxury linens and much more.The signature element of Secrets The Vine Cancun is the extensive selection of fine wines stored in an on-site Wine Cellar or "Enoteca" which provides wine tasting and pairings for the most exquisite of tastes. ... more less
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