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“Excelent Honeymoon!” 5 of 5 stars
Review of Secrets The Vine Cancun Resort & Spa

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Secrets The Vine Cancun Resort & Spa
4.5 of 5 Resort (All-Inclusive)   |   Boulevard Kukulcan Km 14.5 Mza.13 Retorno del Rey Lote 38 & 38B, Cancun 77500, Mexico   |  
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Ranked #3 of 174 Hotels in Cancun
Quartz Hill, California
1 review
2 helpful votes 2 helpful votes
“Excelent Honeymoon!”
5 of 5 stars Reviewed January 13, 2014

We went to Secrets for our honeymoon in January. When we first got there, we did feel a bit out of place. EVERYTHING we needed we were given. We were in the preffered club ocean front honeymoon suit on the 25th floor and it was amazing! Because we were preferred, we were brought strait to our floor (25th) and had a private check in and brought strait to our room. The room was fabulous, we felt like royalty. What made the trip even more amazing was the staff. We had a private butler (again, difficult to get used too) named Alejandro. HE WAS AWESOME!! HE always knew our itinerary and always asked if he could get us anything. Once he found out that we were on our honeymoon he HANDMADE a chocolate cake for us and suprised us with it. HE has the biggest heart. The entertainment staff really kept us in good spirits during the rainy weather. We fell in love with Kendall and Sunday as they were always trying to get us to play games, etc. Finally: the food. The food was OUTSTANDING. We tried every restaurant and fell in love with the shrimp tacos from the sea salt grill... AMAZING. the slections that they had were awesome. Also, every restaurant was NOT buffet which was a plus. You get your own waiter and menu. We felt weird just getting up and leaving after having a meal worth $100+ (but we always tipped, please do). We definitely recommend this place to ANYONE, especially for a honeymoon. It seemed like everyroom had a good view, but the preferred club perks throughout the trip were definitely worth it.

Room Tip: Preffered club the whole way. Ocean Front will give you the best view, although you can see the ocea...
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  • Stayed January 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SecretsTheVine, Social Media Coordinator at Secrets The Vine Cancun Resort & Spa, responded to this review, February 16, 2014
Dear Lauren W,

We would like to thank you for selecting our resort as your host on your recent gateway to our destination. It was a pleasure receiving you and we appreciate that you have taken the time to share your experience on Tripadvisor.

It's our most pleasure to learn that your stay was a wonderful one while you were impressed with our Staff's attentive service, Preferred Club facilities and amenities. We appreciate your gracious comments as it shows our consistency in maintain the Secrets Resorts brand standards. Your feedback has been shared to the team as a motivation to keep up our work.

Once again, we appreciate your kind comments of our resort and look forward to welcoming you back in a not too distant future.

Warm regards,

Zuleica Ávila
Social Media Coordinator
info.sevcu@secretsresorts.com
Tel:(52) 998 8489400
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
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Contributor
12 reviews 12 reviews
12 hotel reviews
Reviews in 9 cities Reviews in 9 cities
19 helpful votes 19 helpful votes
5 of 5 stars Reviewed January 13, 2014 via mobile

From the moment you walk through the doors of secrets the vine you are greeted by a big welcome home,with a glass of champagne and a cold wet towel,,the first thing that struck about the resort how beautiful it always smelled,just like fresh flowers in spring,,the property looks so expensive and glamourous,it has a beautiful wooden walk from the front door through the hotel right onto the beach,the view from our preferred club junior suite would launch a thousand ships,a view of the most spectacular beach I have ever seen,and might I add I'm a very well travelled young man,and love luxury,you had a great selection of restaraunts,something for all tastes,our personal favourite was the blue water grill,as they are all fabulous this was just my favourite for no particular reason,,the entertainment was great and I would like to give a special mention to our Nigerian friend Sunday who was full of energy and very enthusiastic about everybody having a great time,although the weather was uncharactericly bad for a lot of the trip,it didn't bother us as we were in a relaxing heaven with the best of everything,the biggest compliment I will give this property is I will return,for a top class experience,on a dream location,amazing food and beverages,extremely friendly staff,and it was so clean you could eat of the ground,,thank you secrets for giving me a fantastic start to 2014,,looking forward to seeing u soon,,,p s be sure to visit coco bongo when you are in cancun I was blown away by it,and make sure you get a VIP gold member pass it's worth the extra few dollars for a more comfortable experience ,,,,,,,,

Stayed January 2014, traveled as a couple
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SecretsTheVine, Social Media Coordinator at Secrets The Vine Cancun Resort & Spa, responded to this review, February 16, 2014
Dear Nigel2010,

On behalf of the entire staff of Secrets The Vine Cancun we would like to thank you for taking the time to post a review of your stay at our resort.

We were delighted that you've enjoyed all the details we take pride in offering our guests. Your comments will serve as an inspiration for Sunday to continue working with passion, ensuring our valued guests have an enjoyable and memorable experience with us.

We would certainly be glad to have you back for another round of a wonderful stay. Please feel confident to reach us prior your next visit at info.sevcu@secretsresorts.com if you need assistance prior arrival.

Warmest regards,

Zuleica Ávila
Social Media Coordinator
info.sevcu@secretsresorts.com
Tel:(52) 998 8489400
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed January 13, 2014 via mobile

We stayed here from Jan 4-11 and outside the fact the weather was not great, this resort was beyond expectation! From the moment you enter the hotel where they greet you with a cold wet cloth and a glass of champagne to the wonderful check in process. We stayed in the preferred level rooms in an ocean view junior suite and wow. The room was huge and super modern. The benefits of being in the preferred level were worth it with access to the preferred lounge fully stocked with gourmet food and full bar to access to the preferred pool. The spa services are quite pricey but again, are accompanied with a level of service that makes it completely worth it. The food in all the restaurants were amazing and the drinks were always tasty and always coming. Since our stay had 4 days of solid rain, we spent more time then we planned to on property. I will say it would have been nice if there was more than one entertainment option at night. Otherwise, we will come again and definitely check out other Secrets resorts and even check out a Dreams resort to bring the kids!

  • Stayed January 2014
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SecretsTheVine, Social Media Coordinator at Secrets The Vine Cancun Resort & Spa, responded to this review, February 23, 2014
Dear Allison V,

We would like to thank you for selecting our resort as your host on your recent gateway to our destination.

We are glad to read that regardless of the weather you were able to enjoy all the details we take pride in offering our guests.

A lot from our entertainment has currently changed thanks to your feedback and we hope to have the opportunity to host you again in order for you to experience our changes.

Sincerely,

Zuleica Ávila
Social Media Coordinator
Tel:(52) 998 8489400
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cannock, United Kingdom
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
6 helpful votes 6 helpful votes
3 of 5 stars Reviewed January 13, 2014

My husband and I were both so looking forward to staying at Secrets The Vine. After a tough year we were both in much need of some rest and rejuvenation.

After a 10.5 hour flight we were delighted to be greeted by a glass of sparkling wine and introduced to our butler (we were staying as preferred guests). We were escorted to, and checked in, on the 21st floor for Preferred guests, shown around the hotel and taken to our room. We immediately felt relaxed and prepared to enjoy our Christmas and New Year break. What a great choice of hotel we both thought.

Sadly this feeling did not last!

When we enquired about any gala activities that would be taking place over Christmas and New Year we were promptly told that there would be an additional fee for the special menu to include a bottle of wine. USD 120 per couple for Christmas and from 200-500 USD per couple for New Year. We were to say the least quite taken aback. Not least as there was simply no benefit of being a preferred guest and getting any gala ticket benefit.

We have holidayed for many years over Christmas and New Year and always more recently at adult only hotels but we have never before been asked to pay more for festive gala events. Generally these are included and are a great way of bringing a range of people together.

There was a continual upselling of wines and gala events during each breakfast and lunch (in the Market Café) which after a very short while became quite annoying and ended up having the opposite effect of relaxing the guests.

Of all the couples we spoke to (from the UK, USA and Canada) no one agreed to pay extra for the gala events and indeed on New Year's Eve the gentleman we met in the lift said the ballroom event was very disappointing, not least due to a low attendance (can't think why).

Bringing all the guests together in the ballroom would have added to the New Year's Eve excitement.

We were told that we could book a table in the normal restaurants but to do so we would have had to have bought a bottle of wine.

Also we were quite shocked that drinks from the main bar, in the evening, were constantly served in plastic glasses. Hardly 5* treatment.

Overall the main benefits we could see of being a Preferred guest were the slightly larger high floor rooms and the 12th floor pool area. Sadly little else!

My husband had taken his golf clubs and when we asked the Preferred Club reception to book a tee time for him he was handed the phone and connected to the concierge on the ground floor. Several other requests were met with a poor attitude and made us feel guilty for asking.

It would have been nice for our butler to leave a note or have tried to contact us during our stay to make sure everything was ok. We didn't see him again.

The hotel overall was a wonderful design and the staff worked hard at keeping it in sparkling condition. Some of the staff were very efficient but some must have been on a bonus scheme with the constant encouragement to buy wine off the list. Also on our departure day we asked the floor butler to print off our bill. He took great amusement in commenting on how small our bill was (our only extra was a bottle of fizz for New Year). If he knew how much we had spent on the holiday overall I think the smile may well and truly have been wiped off his face. The attitude was not what you would expect from a 5 star rated hotel.

5* this hotel is not.

To finish on a positive note - if you visit Cancun you must visit CoCo Bongo. What a night of non stop entertainment. We purchased the VIP tickets so we were seated on the balcony and had a brilliant view of all the entertainment. Cirque du Soleil it isn't but a fantastic fun filled night out. It was the best part of the holiday.

Room Tip: Rooms facing the Hard Rock get the sun during the day. Sandos Hotel side is cooler and quieter.
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  • Stayed December 2013, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SecretsTheVine, Social Media Coordinator at Secrets The Vine Cancun Resort & Spa, responded to this review, February 23, 2014
Dear Natasha901,

We appreciate the time that you have invested on writing an overview of your stay with us.

There seems to have been a number of aspects in your review which are very atypical and not reflective of our brand experience; we humbly apologize if you stay experience was marred by this and assure you that we will take the proper measures to prevent reoccurrences like this in the future.

We are sad to read about your experience for our special events. We had two options one for guests that wanted to purchase a bottle and guests who didn't and as any other resort we had a show for both guests at the pool area regardless if they purchased wine or not, all guests enjoyed the celebration at our mail pool for no extra charge, the ballroom was just a special kind of dinner.

Please receive our apologies if we did not reach your expectations. We do however hope that, as we continue to work towards enhancing our product, you may decide to give us another opportunity to serve you better in the future.

Sincerely,

Zuleica Ávila
Social Media Coordinator
Tel:(52) 998 8489400
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Jersey City, New Jersey
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed January 10, 2014

I have nothing to complaint except the free wifi. Every facilities has its own network, once you leave your original location, it was hard to connect to the new one. And there was no wifi in the SPA. We are group of 6 people, hard to find each other if we are not in the room. Otherwise, I like everything in this hotel.

Room Tip: rooms facing north have a better view
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  • Stayed December 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SecretsTheVine, Social Media Coordinator at Secrets The Vine Cancun Resort & Spa, responded to this review, January 12, 2014
Dear bridgethu,

Thank you for taking the time to write and share your recent experience at our resort.

We are very happy to learn that your stay was a most pleasant one. On the other hand we regret to read your experience with the Wi-Fi was less than expected.

We would like to take this opportunity to let know our guests that not all devices connect the same way to the internet with this meaning some devices are not so sensitive while receiving the signal. We would like to apologize if your stay experience was marred due this.

Dear readers and future visitors:

-Our guests will log to our network only once with the last name on your reservation and room number. (This will work in all devices, smarthphones, tablets and laptops).

-When you move around there will be several conections(You won't require logging in again), most recent phone models will easily connect while moving around but some of them require you to double check on settings (recent models or not).
An easy way to do this if you notice your signal is "weak" or you are not connected check settings and make sure you are indeed connected to the strongest signal available.

Please feel confident to reach us prior your next visit at info.sevcu@secretsresorts.com if you need assistance prior arrival.

We look forward to have you back at Secrets The Vine, your home in the Mexican Caribbean.

Sincerely,

Zuleica Ávila
Social Media Coordinator
Tel:(52) 998 8489400
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Francisco, California
Senior Contributor
26 reviews 26 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
19 helpful votes 19 helpful votes
3 of 5 stars Reviewed January 9, 2014

Came in as an evening pass. Ate at restaurant, Blue Water Grill. Was good. Enjoyed strong cocktails. The $180USD price was too high. Not really worth it in the end - esp for an evening pass. I could have had better food off property as portions were smaller than expected. Not to say the service wasn't great because it was. I just feel that an evening pass shouldnt be as high as a day pass. That's all. Beautiful resort. Well maintained. Very modern.

Stayed January 2014, traveled solo
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SecretsTheVine, Social Media Coordinator at Secrets The Vine Cancun Resort & Spa, responded to this review, January 12, 2014
Dear Strongestrope,

Thank you for sharing your dinner experience with us.

We regret that our prices were not as expected, day passes allow visitors to enjoy of any of our available six gourmet à la carte restaurants plus a fine dining buffet intrigue the most discerning palate, live evening shows and specialty themed events to entertain and amuse you, nine bars to relax and sip on your favorite cocktails, a designated wine tasting area for guests called “The Vine Bar” and much more.

The costs for the day passes are the following:

9:00am to 5:00pm 120usd per person
5:00pm to 11:00pm 150usd per person
9:00am to 11:00pm 180usd per person

Day passes are subject to the resorts occupation and our prices may change, for this reason we suggest our visitors to email us in advance.

Please be certain that your comments will not be overlooked and we truly hope to have the opportunity to host you as a guest to provide you with the exceptional quality and service that characterizes our brand and resort.

Sincerely,

Zuleica Ávila
Social Media Coordinator
Tel:(52) 998 8489400
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
11 helpful votes 11 helpful votes
5 of 5 stars Reviewed January 9, 2014

The Vine was devine! My better half and i just returned home to California. There is nothing to complain about regarding this resort other than the rainy weather. Impeccable service, food and drink. Top notch accommodations with any request granted. We are Secrets resort travelors for life now. Ricardo, Alfredo, Jesus, Jesus, Winnie, Kendall took care of our every need! I highly recommned this resort. Any major complaints from previous reviewers are truly unhappy people!

Room Tip: Higher the better
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  • Stayed January 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SecretsTheVine, Social Media Coordinator at Secrets The Vine Cancun Resort & Spa, responded to this review, January 12, 2014
Dear JBMJRM,

On behalf of the entire staff of Secrets The Vine Cancun we would like to thank you for taking the time to post a review of your stay at our resort. It was a pleasure being your hosts.

Your comments will serve as an inspiration to our team to continue working with passion, ensuring our valued guests have an enjoyable and memorable experience with us.

We would certainly be glad to have you back for another round of a wonderful stay. Please feel confident to reach us prior your next visit at info.sevcu@secretsresorts.com if you need assistance prior arrival.

We look forward to have you back at Secrets The Vine, your home in the Mexican Caribbean.

Warm regards,

Zuleica Ávila
Social Media Coordinator
Tel:(52) 998 8489400
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Secrets The Vine Cancun Resort & Spa

Address: Boulevard Kukulcan Km 14.5 Mza.13 Retorno del Rey Lote 38 & 38B, Cancun 77500, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( Wi-Fi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #3 of 174 Hotels in Cancun
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Secrets The Vine Cancun Resort & Spa 4.5*
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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