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“Don't go until building works finished - secrets resorts are a disaster !!!”

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Secrets Aura Cozumel
Ranked #14 of 51 Hotels in Cozumel
Certificate of Excellence
Level Contributor
86 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
“Don't go until building works finished - secrets resorts are a disaster !!!”
Reviewed January 25, 2013 via mobile

Three weeks there of bad management, building works and management staff who just don't care!!! We actually left the resort early as no one really cared about our holiday all the cared about was that they had your money and tough!!!

Very disappointing holiday we travelled 11 hours on a flight for a second visit to this resort. What annoyed us the most as on arrival no one advised on building works and we even telephoned ahead as we had heard about it and they still denied it. All I can say is when it's finished it will be nice but it's not a 5 star it's a 3/4 star and I would never give secrets my money again and would strongly advise anyone going to that resort !!!!

One good thing was the staff, we felt extremely sorry for all of them as they took the brunt of all the people complaining and did there best!! Other good thing was sandy and Miguel!! They also tried'. I would suggest the management of secrets should go and stay in a 5 star resort and see how a hotel should be!!! We moved off the island to playa because we were so upset that our whole 3 week only holiday a year was ruined!!! Thanks secrets for a waste of time!!!

  • Stayed December 2012
    • Value
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Helpful?
1 Thank Scud2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Denver, Colorado, United States
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed January 24, 2013

My husband and I just returned from our honeymoon at Secrets Aura Cozumel and we had an AMAZING vacation! We have only positive comments to make about the resort. The rooms, service, food, drinks, activities, staff, etc. were 5 star!

Check in/Check out:
Our check in and check out were both a breeze. We were greeted by the friendly staff and they told us they will take care of our bags we are on vacation now! We were then given two glasses of delicious champagne with cherry liquor while we listened to the front desk staff give us more detailed information about the resort. We were whisked off on the golf cart to our room and then we were given a tour of everything our room had to offer. Our check out was just as easy and we had a taxi waiting for us exactly when we were done.

Rooms:
We had a junior suite with a swim out and it was perfect! It was modern and clean and came with a fully stocked fridge. We loved the walk in open shower and the bed was so huge and comfortable we wish we could have taken it home with us! Our view was of the pool which was great and it was still private because of the lush flora and fauna that was creating a privacy screen from other guests. We enjoyed the patio as we ordered a romatic dinner to be served to us out on our private patio at night and we also liked sitting out there having drinks and appitizers before dinner. Our room was always ready for us with a lovely turn down service, which usually happened between 8-9pm. There were also additional bottles of water on each night stand and a glass so we could have a something to drink before hopping into bed. I really liked having the vanity to be able to sit down and do my hair and make up but still talk to my hubby and enjoy his company. The room also came with a full size hair dryer which was good to know for our future trip, I won't need to pack mine again.

Food/drink:
The food was top quality cuisine! You can order anything you can think of. The menus are on display in front of each restaurant so if you don't find something you like you can move on to the next restaurant. We never had to wait for a table, even when we had 6 people with us one night. At Windows we had a server by the name of Miguel who served us most of the time we were there and he catered to our every need by remembering our drink orders, giving us suggestions on what would compliment our meals, and suggesting which desserts he liked best. You can eat at every single restaurant for any meal or multiple meals all day long. My husband had 2 dinners one night because he loved the food so much! Room service was to our room within 20 min of ordering and we ordered both late in the night and early in the morning. The french restaurant was delicious and Windows was our favorite for breakfast. You can order food poolside but only after noon. It does take a bit longer to get the food by the pool but that's because they have to walk all the way thru the resort back to the Barefoot Grill and then back out again to the pool. Give the staff a little bit of a break on that, afterall they are hand delievering your food to you at the pool so you can still soak up the sun! Also, you can get ANYTHING you want to drink at anytime! Anything your heart desires they will make for you. Try the banana mama or the miami vice or tell them to chill some tequila and bring everyone a round of shots! Sky Bar is the best for any nightlife you might be looking for! Mario is a great bartender and the DJ plays any music you like!

Entertainment/Activities:
The entertainment at the pool was so much fun! Jordan was hilarious and he can get anyone to participate in the activities. We played water volleyball and bingo while we were there and it was a ton of fun! He also likes to show off going down the water slides and he'll come around and get you a 30 second massage! Going snorkeling or renting jeeps or booking excursions is a piece of cake. Just stop down in the lobby and ask around and anyone will be happy to help you. Also, don't miss out on going to the spa. We had the best couples massage and we got to use the facilities for 30 minutes before hand and we received a private soaking tub with a bottle of champage to finish off our spa day!

Staff:
The staff was so friendly and attentive, they made everyone feel like a VIP! They were happy to see us every day and sad to see us go. We had several staff members come up to us as we were leaving to give us a handshake or a hug and said they hope to see us soon! A special shout out to Mario-bartender, Jordan-entertainment staff, Fermin-bartender, Luis-server, Miguel-server...these guys were the best of the best! Keep an eye out for them and you'll get exceptional service! Everyone said hello and good morning, even the gardeners and pool cleaners, who aren't there to make you feel special they are there to help keep the property looking tip top shape but they still take the time to make you feel welcome and special.

Final thoughts:
This was by far the best resort and vacation that we have ever had. Everything was amazing all the way thru from check in to check out. We never got bugged about timeshares at all, you only get asked about it if it's a part of your travel deal that you booked where you are to receieve $250 in coupons. Obvisously to receive these coupons you have to listen to a timeshare presentation. We were never bothered by the construction (they are painting some new shops by the coffee shop) or we never smelled anything bad, as some other reviews had mentioned. My favorite things were the private romantic dinner on our patio, our walk out swim up room (4014), the Sky Bar, the spa, and the food/drinks. We were so happy with our trip, we have already planned a return vacation in July! Additionally if you have any questions or want to get more tips, check out their Facebook page, it's really helpful. Go, relax, soak up some sun, and enjoy yourself!

Room Tip: Check out the daily sheet that is in your room after your turn down service. It provides a list of...
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  • Stayed January 2013, traveled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
13 Thank jlgiles
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New Jersey
Level Contributor
73 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 65 helpful votes
Reviewed January 24, 2013

We stayed at the Aura Grand the week it converted to Secrets. In fact our last day was the first day as Secrets. The facilities are great and the staff was fantastic. The only complaints are that the food was good but not great and the construction. Before I booked the hotel I called and spoke to the manager who assured me that the construction would be done before December 1st and all the restaurants would be open by my trip on the 8th. He lied. While the majority of the work was done at the ocean side of Aura there is a great deal of work to be done on the back half of the resort. There is also the sister resort Sabor that has to be redone almost entirely. Since dining privileges at Aura include the Sabor you really want both to be done before spending a week there. The construction didn't wake us up but was evident all day around the resort. The worst was the couples beach massage to the sounds of jack hammers and chisels. Not cool. Enough on construction. The only other annoyance was the closing of parts of the resort for Secrets website photos. parts of the beach, pool and pier were closed for hours at at time so that photos could be taken. That wasn't too cool either. since the conversion is done this shouldn't be a problem anymore. Before I get to the good a mention of the food is in order. Everything I had a the restaurants was good (except the French restaurant which was awful). The fish was fresh and everything well prepared. The variety is somewhat lacking and the buffet at the Sabor was not good. The drinks and wine were all good (you can buy wine upgrades) and the service was great. The staff to a person were a pleasure to deal with. We tip a little all week rather than a big tip at the end of the week which I don't think had any impact on the service but at least we make sure the people that gave the service got the tips.
The room we had was a lap pool room which was really nice but because it was December the water temperature was kind of chilly. The room has a nice contemporary feel to it which we liked but for some reason they chose not to have any dresser or drawers to put your clothes in so we basically had to live out of a suit case for a week. Kind of odd really. the other thing that was a little odd is the lack of snacks or booze in the room. Most other all-inclusives we've stayed at had drinks and some kind of snacks in the rooms. At the Aura you had to order all of the drinks two at a time. you can't get a bottle of wine or a six-pack but they are happy to bring them as you order them. this isn't a problem until you realize that if you want to spend a couple hours on the rooftop deck you have to wait downstairs for each round to arrive. It wound up being easier to go to the Sky Bar and bring drinks back. snacks are virtually non-existent. We did not notice any musty smell in our room that many reviews noted. Just lucky I guess. Lastly for the rooms the bed was very comfortable.
The amenities for this hotel are really nice but limited. Most of the activities are next door at Sabor. The beach was great but you need to wear water shoes or jump in the water from the end of the pier. It's all coral once you get your feet wet. You never have to wait long for someone to offer you drinks at the beach or the pool and shade is plentiful. If you are going diving or snorkeling the boats will pick you up and drop you off from the pier right on the beach so that is really convenient. The diving in Cozumel is truly fantastic. We have dove many places and this was by far the best. Aldora divers is the shop I would highly recommend for SCUBA.
the night life is really non-existent at the Aura there are some activities next door at Sabor but not much. We are not night owls by any stretch but by 10pm the bars and clubs are pretty much empty. If you want nightlife you would be better off at a resort downtown. We are happy with quiet so this was fine with us.
Overall we really had a good week and I would go again once I was sure that both the Sabor and Aura construction is done.

Room Tip: the swim up rooms are really nice and convenient to the beach, restaurants and bars. If you want pri...
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  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank JKirk00
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Omaha
Level Contributor
22 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed January 23, 2013

When we arrived, we waited about 2 hours for our room- but then received a free upgrade to a room with a private lap pool (we paid for the basic ocean view suite). The hotel was under construction while we were there- we left the day it became rebranded as secrets. The construction didn't interfere with our stay, but some of the other couples we met said they were woken up to hammering and banging early in the morning. The beach at the Aura was absolutely gorgeous. You can do some snorkeling right from the resort, but will see much more marine life if you take a boat out to one of the reefs. All of the staff was very friendly and helpful. The food was good, but not great. Some of the restaurants were closed while we were there, but are probably reopened by now. Our room was very nice, but had sort of a musty smell. Overall, this was a very good experience and I would definitely do it again.

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Rachael C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chicago, Illinois
Level Contributor
39 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
Reviewed January 23, 2013

My wife and I recently returned from Secrets Aura and, for the most part, had a very nice stay.

The staff, like other Secrets resorts, is fantastic. The front desk, bellmen, and concierge staff are second to none. The beach is fantastic, and the new(ish) beach chairs/beds are clean and comfortable. Having access to the Sabor, the family resort next door, is also very convenient, and offers the mid-afternoon snacking that is often troublesome at AI resorts (go to the short-order counter for great nachos, wings, quesadillas, burgers, etc.). Having Dive Palancar on site, together with the dock supporting scuba and snorkel trips, is also amazing - no wasted time travelling to and from other locales. Finally, the food is pretty good for an all-inclusive. The pizza place and italian place at the family resort are both excellent (and I'm from Chicago, where we know our pizza and italian). All three restaurants at the Aura property are also quite good.

The only downsides were the rooms/buildings and the service at the restaurants. The rooms, hallways, etc. need sprucing up. They are in the process of renovating, so I expect this to be addressed, but it may take a while. Like any place with a swim-up first floor, the rooms can be musty. We switched from the first room they put us in (1209 I believe) because the mildew smell was overwhelming. The second room (1430) was better, but also had some moisture problems. (To its credit, the rooftop patio and plunge pool in 1430 was SPECTACULAR!!).

Finally, the service at Windows, Oceana, and Bordeaux was spotty at best. One morning it took over an hour for 2 omelets. That night the courses came out right on top of one another. Then the next night we waited ages between courses. And the bar at Oceana serves the whole beach and pool area so if the bartender is in the weeds, your drinks at the beach may be a while. If you remember you are on island/mexico time and not US time, this should bother you a lot less - just order doubles!

Overall, the place was very nice, and I will return (hoping the rooms have undergone their necessary facelift) to enjoy the beautiful beach, amiable people, good food, and great diving.

Room Tip: Ask for room 1430 to enjoy the best rooftop patio (assuming they've fixed the leak from the pool...
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  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
11 Thank Matthew B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kansas City
Level Contributor
30 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
Reviewed January 23, 2013

Our group (16 of us) were at Secrets Aura January 16-20. Let me start by saying that we've been to Secrets Maroma twice, and Secrets Capri twice, so we decided to try something new this year, and thought this would be a good change of pace. We recognized that because the resort had only recently changed to Secrets, and the deals were so good, that we would probably be downgrading a bit. We were right.

Food and drink. As others have indicated, we continually received cold food - not only room service, but at restaurants, too. That being said, I thought the food was actually pretty good. Love the hamburgers and club sandwiches! The Bordeaux restaurant was very good. Some of the best French toast I've ever had at the restaurants, and at the buffet breakfast (although you had to walk down to the other resort for it). Drinks were fine, though as some others have pointed out, not as much top shelf stuff as the other places.

Service. First, Katie, the GM, was awesome!!! Seems a bit frazzled trying to get everyone rowing in the same direction, but she was great. We had some issues with rooms when we arrived (not everyone in swim-out rooms as booked), so she set up a private dinner on the pier for our group as a whole one night (it was incredible and a very nice touch). Otherwise, the service was very uneven. Sometimes, it was incredible (Angel on the beach), and other times simply atrocious (stood at the beach bar for 2-3 minutes once while the bartender and 2 waiters played around 3 feet from me, never received a couple of food orders on the beach, etc.) Sounds like nit-picking, but compared to Maroma and Capri, where the service was outstanding - it really stood out as disappointing.

Pools - the most disappointing aspect was water temps. We booked swim-out rooms because we had such an awesome time at maroma last year in our own backdoor pools. Well, the only way you could swim in these was with a wetsuit. And that was consistent with all of the pools. Seriously, I probably saw 4-5 people swimming in ANY of the pools the entire time we were there. A couple of our couples ended up with rooftop pools, and they were just as cold, so we didn't get to enjoy those, either. Moreover, there was a "hot" tub outside our rooms and two on the roof deck at Sky Bar. All were hot the first day we were there and - no matter how many times we requested service - lukewarm at best the rest of our stay. Nothing like jumping into a lukewarm hot tub! We were very disappointed by this aspect of the trip.

Rooms - as mentioned above, many in our group did not get the room types they reserved. They were provided "upgrades" to rooms with roof-top pools, but as mentioned previously, the water temps in either of the pools prevented actually swimming, so it was really a moot point either way. The room we had was huge - was more like a suite or apartment with a big dining table, couches, etc. - but was NOT as nice as other Secrets. Stark white concrete walls with little decor, and not what was shown in the brochure. Incredibly comfortable mattresses, though! Bathroom was nice as well. No problems with water temp there, and the a/c was fine.

Overall, even considering the lower expectations, I was disappointed. We still had fun, simply because our group could have fun in a mineshaft, but add to the above issues, the additional travel difficulty (getting from Cancun airport to Cozumel was a pain), and the fact that the diving is what supposedly sets Cozumel apart and we didn't get to go because of wind, and this was probably my least favorite Secrets stay of the 5. We will most likely not go back to Aura, in favor of returning to Maroma, Capri or another resort altogether.

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JayhawkIke
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Los Angeles, California
Level Contributor
46 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 73 helpful votes
Reviewed January 23, 2013

The things people most want to know about a resort are all related to the quality of their expected experience, so I am going to comment on 1) location, pools, beach; 2) food and drinks; 3) room comfort; and finally 4) entertainment and socialization.

The location of this resort is amazing and the entire staff was welcoming, helpful, and hospitable. The ocean front access provides a pier for easy boat transportation to the reef and other activities, the snorkeling from the beach is actually quiet good—we saw a large variety of tropical fish, good sizes, and always in plenty of quantity. The water is very shallow, pretty much anyone can feel comfortable, but make sure to wear water shoes to protect your feet from the coral. The resort itself is very nice. The room we were in was in the back with the pool that has the water slides. Location wise, the front pool is better because its on the lazy river, but frankly while we played in both pools, we spent most of our time on the beach. The loungers and beds on the beach and at the pool are brand new, thick, and comfortable. In fact, I have slept in beds at resorts that were not as good as the beach beds here. The pools were always clean and well maintained. The pool in the upper area has a swim up bar, the lower pool is a lazy river that goes to all the poolside room. Get a first floor room on the lazy river if you can—its comes with an outside bed on the river.

The food and drinks. This resort was in transition to secrets the week we visited. Unfortunately, this meant an uneven experience that it hard to know which one you will have. Since all the restaurants are sit down al a carte, you need to plan on it taking sometime to eat, just like if you were at home and out to dinner. Because of this, some days we would go next door to Sabor for lunch and breakfast so we could spend more time outside. The French restaurant is in the upper area—this was probably the best one and is only open in the evening. The Italian restaurant is a bit of a hike to the northern end of the property. We ate here a couple times—once was very good, once was a little ehh. The beach grill was good, just slow, and the same is true for the breakfast restaurant. Again, if you don’t want to sit and wait, just head next door to Sabor, the food there is ok with the typical buffet items. When it comes to drinks, if you want top shelf, you have to ask for it. Personally, at a property of this stature, you should never have to ask for top shelf, and they should not even have the rot gut even on the shelf. I know it’s a cost factor when it comes to all inclusive, but it also makes an enormous statement.

Our room was newly remodeled and had a great balcony. The inside was spacious, had a frosted round glass between the bed and the shower, so the view was great in any direction! Again, we were in the back area of the property, but would have preferred the location on the lazy river. However, our room was nicer and more up-to-date than the lazy river rooms down below. So, you will want to decide if you want brand new, or a better location. If you stay in the upper area, you can have a water slide from your room. One word of warning on the sides—they did not bank the turns and you will fly over the edge and land in the garden—NO JOKE!

Finally, the entertainment and social aspect of secrets. This was, by far, the weakest aspect. There is no disco, one night there was a beach dance—we got there and no one was dancing. We were with 2 other couples we had met and dinner, so the 6 of us danced which got a few others to join in, but that “party” probably lasted less than a half hour. The bar is very quiet, and again sometimes it would be just you and one other couple. There are more people next door at the Sabor outside bar, but still it was pretty quiet. There needs to be a stronger social catalyst to bring people together. I think people would come out to see whats going on, and just end up go back to their rooms. In the end, this business model will mean ending paragraphs like this one. I have talked about the many good things about the resort and I recommend it, but I have had more fun and lesser properties. On vacation, who doesn’t want great night life!?

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank Brad_________DD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Secrets Aura Cozumel

Property: Secrets Aura Cozumel
Address: Carretera Costera Sur KM. 12.9 | Zona Hotelera Sur, Cozumel 77600, Mexico (Formerly Aura Cozumel Grand Resort)
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cozumel
Amenities:
Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Luxury Hotel in Cozumel
#7 Top resorts Hotel in Cozumel
#8 On the Beach Hotel in Cozumel
#8 Spa Hotel in Cozumel
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — Secrets Aura Cozumel 4.5*
Number of rooms: 266
Official Description (provided by the hotel):
In a perfect blend of luxury and excitement, Secrets Aura Cozumel is the ultimate adults-only, all-suite resort located on the island of Cozumel. Sitting just 12 miles off the coast of Mexico’s Yucatan Peninsula, Secrets Aura has it all. Bask in a world of Unlimited-Luxury® while staying in one of 266 contemporary, stylish non-smoking suites complete with private terraces or swim-up access, stunning views, 24-hour room service, daily refreshed minibar and more. For added luxury, guests can upgrade to the Preferred Club and enjoy additional amenities and inclusions. The experience continues with limitless gourmet dining at gourmet restaurants plus 24-hour dining options allow guests to devour late night bites at the Coco Cafe or stay in and order room service all without reservations and top-shelf spirits at three bars and lounges throughout the resort. Light up the night with live nightly entertainment and activities. Or enjoy land and water sports, three sparkling pools, live entertainment with pool and beach wait service throughout the day. Dive into the Caribbean at nearby world-renowned dive sites; explore the natural wonders of the second largest coral reef system in the world, the Mesoamerican Barrier Reef System. Learn to dive deep with the help of the fullservice, on-site dive operator, Dive House. Indulge in specialty treatments at the Secrets Spa by Pevonia®, located right next door at Sunscape Sabor Cozumel, the most complete spa on the island, or simply spend time with the ones you love. Secrets Aura Cozumel – Light. Luxury. Love. ... more   less 
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Also Known As:
Aura Cozumel Grand Hotel Cozumel
Wyndham Cozumel
Cozumel Wyndham

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