We have never stayed in a Secrets but are huge fans of Sandals... there was no comparison. Although we did not expect the Sandals level, we did expect more from what we got. The resort itself is actually very nice, I would say. Our room was clean, bed was comfortable, and we had a beautiful view of the pool and ocean. The beach is lovely and we had great weather. At first, they seem to give great service, however, we were shocked at how poor it became. The service was HORRIBLE after the first day.
All the reviews you have read about the food are exactly right: it is tasty but takes forever!!! Room service is the worst. We ordered it twice and both times waited over an hour. One morning, my husband needed to get down to the water sports by 8:30 to go on a dive trip. We woke up at 7am to order the food and he STILL barely made it in time and the food was not even correct. Both times, the food was not all that we had ordered. At the restaurants, same story. Breakfast is ridiculous. Should it take an hour to make eggs? Not quite. Plan your day around at least an hour or more for meals. Dinner appetizers come out quickly but the entree will take a very long time. The portions are so small, it is laughable. Make sure to order all courses, and even two of the entree- you will not regret it.
We were also frustrated with the attitudes of the staff. They are nice... if you pay them to be. They make it painfully clear that if you do not tip them "enough" they will not provide you with service. On the beach, there was a group of people in front of us when we arrived one morning who were tipping the waiter $1 per drink, every drink. He never asked us once if he could help us. We had to waive him down and when we told him we had forgotten the cash in the room and would get him later as we would be there a while, he never asked us again. All the staff are like this. It is really unforgivable. Part of the draw of an all-inclusive is that you should not have to worry so much about these things and we felt pressured all day every day.
Some of the staff are not very accessible. We were trying to rent a jeep and were unable to find the car rental person for a long time and ended up in a big mess. Be careful- they will also still try to sell you the time shares the whole time- employees of the resort, that is. That really should not happen.
The resort is very quiet at night, which a great, however, if you do want to enjoy the beach after dark, you really can't. Other resorts have benches, gazebos, chairs, firepits... Not here. There is nothing on beach at all except chaise lounge chairs (which are wet from the day) and it is completely dark. I would strongly recommend placing some seating areas throughout the property and on the pier. Also, I would recommend placing a walk way through the sand onto the pier so you can get to it without getting wet and sandy in dinner clothes. These would be such easy improvements. It is clear that some back areas are still undergoing construction. There is a lot they can still add to the place to make it prettier.
One restaurant on the Sabor side had truly great service and was a fabulous experience. Portofino's was great! All the wait staff were so warm and welcoming. The head waiter there is truly impressive. The food was great, as well.
Overall, we had a really fun trip with our friends but I can't say that we would go back there.
- 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