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Reviewed May 31, 2019 via mobile

Don’t get me wrong, wait staff are very nice. But this place is like spring break for adults. So noisy, day and night. We took the best room - Master Suite Ocean Front and got placed right below the gym (1100) All you hear from 6am is pounding treadmills and dropping weights. Not what you expect for $1,000 a night! All day long, trying to relax on the balcony and watch the ocean - only to be subjected to loud music and bad entertainment, competing with the neighboring hotels. At night noisy parties are hanging in the pool and drinking....or there’s karaoke in the piano bar! Room Service is awful. Food is variable but average. Best is the coffee and breakfast treats in the lobby.
Wanted to love this place more after all the reviews, but I guess this just isn’t our type of relaxing holiday. Hotel is modern and very clean.

Date of stay: May 2019
3  Thank monamarky
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
SecretsTheVine, Social Media Coordinator at Secrets The Vine Cancun, responded to this reviewResponded June 7, 2019

Dear MarkwA5738LS,

Thank you for sharing your feedback through this mean. Your comments are truly valuable for us, as this allows us to improve our service levels and product.

Unfortunately, we can see that you did not enjoy all the services we provided to you. We apologize for any shortcomings in our end. The areas you have raised are under close revision with the Department Heads.

We aim to provide an enjoyable and sophisticated atmosphere for all adults; perfect for a luxurious couple's getaway, indulging solo vacation, relaxing friends voyage, marvelous destination wedding or even a refined group's trip to the Mexican Caribbean. We regret to read that this was not the case in your experience. 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,

Lina Arzuffi
Social Media Coordinator

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 31, 2019 via mobile

Just some brief points as to why this hotel is 10/10:
- pools are clean
- they dont shy back on all inclusive
- service is great and staff are polite
- room service and cleaning is responsive
- restaurant food is great for quality and variety
- room is extremely good quality and huge (ocean preferred guest suite)
- our personal concierge on our floor Leti on 25th floor was very polite. Cannot fault her service, politeness and how informative she was. She gave us our daily itinerary for events at the hotel so we did not miss out.
- bathroom amenities were great
- bacardi and 1800 blanco tequila and endless cocktails
- the aqua world excursions by the pool were very good. Both staff members were informative
- amstar very helpful for coco bongo tickets
- adults only hotel so its peaceful and there is no loud music by the large pool so you can relax

In conclusion:
Amazing food
Loads of drinks
Great pools and spa
Truly a peaceful hotel

Date of stay: May 2019
Trip type: Traveled as a couple
3  Thank Jaggychatha
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
SecretsTheVine, e-Concierge at Secrets The Vine Cancun, responded to this reviewResponded July 10, 2019

Dear Jaggychatha:

On behalf of the management of Secrets The Vine Cancun, we would love to thank you for taking the time to share your kind review about your stay with us. We are glad to know that you loved everything we have to offer. We feel happy to read that our employees made your trip so special.

We sincerely look forward to welcoming you back on a future occasion and provide you with the exceptional quality and service that characterizes our brand and resort.

Best Regards,

Mercedes Gancedo
e-Concierge

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Reviewed May 31, 2019 via mobile

We had a great trip over Memorial Day weekend! This place had everything you could ask for, from great food options to wonderful service. Blanca Chocolate at the pool area had a great attitude and kept the Philipas (a refreshing drink the bar tender introduced us to) coming! I would definitely recommend this hotel to anyone and we will definitely be back!

Date of stay: May 2019
Trip type: Traveled as a couple
3  Thank Marlee B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
SecretsTheVine, e-Concierge at Secrets The Vine Cancun, responded to this reviewResponded June 4, 2019

Dear MarleeB222:

We would like to thank you for taking the time to write your comments and share them with the TripAdvisor Community.
We feel happy to know you enjoy the recommendations of Blanca at the bar.
Thank you again for your recommendations. Please remember our team will be waiting for you in the near future.

Best Regards,

Mercedes Gancedo
e-Concierge

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Reviewed May 30, 2019 via mobile

If you are at Secrets Vine -YOU MUST GO SEE ALEJANDRO AT BLUEWATER! The food, service and experience was the best part of the entire trip!
Be sure to ask for Alejandro and Gabriel!
The steak, shrimp, appetizers and salad are wonderful!

Date of stay: May 2019
Trip type: Traveled as a couple
3  Thank Stlowry01
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
SecretsTheVine, e-Concierge at Secrets The Vine Cancun, responded to this reviewResponded June 4, 2019

Dear Stlowry01:

On behalf of the entire team of Secrets The Vine we feel excited to know your expectations were exceeded and with the help of Alejandro and Gabriel you could enjoy and appreciate the experience of one of our restaurants. Our real commitment is the comfort and the genuine care of our guests.

Hopefully, we will welcome you back soon.

Best Regards,

Mercedes Gancedo
e-Concierge

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Reviewed May 30, 2019 via mobile

Alejandro was the best ever! He went above and beyond with each and every meal. The food was amazing! Gabriel assisted and made our trip the best!! We will be back! Mucho Gracias Alejandro and Gabriel!

Date of stay: May 2019
Trip type: Traveled with friends
3  Thank Cathy S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
SecretsTheVine, e-Concierge at Secrets The Vine Cancun, responded to this reviewResponded June 4, 2019

Dear Cathy S:

Thank you so much for sharing such wonderful and valuable comments about Gabriel and Alejandro following your recent experience here with us at Secrets The Vine Cancún. It was an honor to have had the chance to host you.

Remember our team looks forward to having you back in the future.

Best Regards,

Mercedes Gancedo
e-Concierge

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