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Secrets Aura Cozumel
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Reviews (4,128)
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Reviewed May 28, 2013

We spent a week at Secrets Aura in Cozumel in April 2013. We had a swim up room in the building the farthest from the beach. We were somewhat concerned that this would be a problem, but it was not at all. We were right above the activity pool. We walked out our room, slid down the really cool water slide and seconds later, we were in the activity pool. The rooms were comfortable and nicely appointed. Flat screen tv, mini bar and safe. For the previous 4 trips to Cozumel we stayed at the Occidental and while it was nice, the buffet food and having to make reservations at the specialty restaurants became tiring. So we tried Secrets. IT WAS FABULOUS. The food was excellent and all waitress service in all the restaurants and NOR RESERVATIONS REQUIRED. Plus, through and arrangement between resorts we were able to avail ourselves of the restaurants and bars and the two adjoining resorts. The pool were fantastic. A quiet one and an activity pool. Call liquor, ( drank Absolut Citroen all week) Very attentive wait staff at the pools made sure no one was ever wanting. We had an air conditioner issue one day and they fixed it with in an hour. I would highly recommend this resort.

Room Tip: Even though this is an all inclusive, we ALWAYS tip. We bring a couple hundred in singles and we give the staff a dollar each time they serve us. It makes an incredible difference. Its the least we can do for these very hard working people. So don't be an ugly American ;-)
  • Stayed: April 2013, traveled with friends
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4  Thank DonArbuckle
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SeaczEconcierge, eConcierge at Secrets Aura Cozumel, responded to this reviewResponded May 28, 2013

Dear DonArbuckle,


Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We appreciate your kind review. We are delighted to hear that you enjoyed your vacation with us and I am sure your informative review will also serve to motivate other travelers who might be thinking of visiting our property. In addition your positive recommendation of our property will serve to encourage our staff who work tirelessly to ensure our guests’ receive total satisfaction.

We look forward to hosting you on your next vacation and hope that Secrets Resorts we will be your first choice in accommodation whenever you are planning your future vacations.

Warm Regards,

Justine Pyne
eConcierge/Social Media Coordinator
Secrets Aura Cozumel
info.seacz@secretsresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 28, 2013

The Aura Secrets All Inclusive Hotel exceeded all of our expectations !! We went with 3 other couples in early April 2013 for a week. Rooms were spacious, clean and calming. The river pool was a delight, we met several other couples whiole floating around the river pool. The king size beach loungers were great for relaxing on. The hotel staff was "right there" when you needed a drink or something to eat pool side or the beach. We ate at all of the hotel restaurants and had great food and variety. Lots to do at night at the resort. We went into Cozumel one afternoon for shopping. A great vacation and we go back again in a heartbeat !!

  • Stayed: April 2013, traveled with friends
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5  Thank darkschwan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SeaczEconcierge, eConcierge at Secrets Aura Cozumel, responded to this reviewResponded May 28, 2013

Dear darkschwan,


Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We appreciate your kind review. We are delighted to hear that you enjoyed your vacation with us and I am sure your informative review will also serve to motivate other travelers who might be thinking of visiting our property. In addition your positive recommendation of our property will serve to encourage our staff who work tirelessly to ensure our guests’ receive total satisfaction.

We look forward to hosting you on your next vacation and hope that Secrets Resorts we will be your first choice in accommodation whenever you are planning your future vacations.

Warm Regards,

Justine Pyne
eConcierge/ Social Media Coordinator
Secrets Aura Cozumel
info.seacz@secretsresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 27, 2013

This was my first trip to an all inclusive resort. Secrets Aura is absolutely amazing. The most relaxing vacation that I have ever been on. I was concerned that the food would be buffet style and sub par. Not the case here. Three restaurants at the resort with linen table cloths and napkings and over the top delicious food. Rooms are excellent very comfortable and always stocked with beer soft drinks and water. Beach is beautiful as well, but the best asset is the staff who are pleasant plite and helpful at all times. I will definately return. Every aspect 5 star plus.

  • Stayed: March 2013, traveled with friends
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5  Thank steven a
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SeaczEconcierge, eConcierge at Secrets Aura Cozumel, responded to this reviewResponded May 28, 2013

Dear steven a,


Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We feel so satisfied to know that you had a wonderful time with us at Secrets Aura Cozumel. Thank you for mentioning our beautiful beach, rooms, quaility a al carte meals and amazing staff. We can ensure you that our staff and Management are very grateful for your comments.

We hope to have the honor of welcoming you back to Secrets Aura Cozumel, allowing us the opportunity of providing you a truly wonderful and memorable experience again in the near future.

Warm Regards,

Justine Pyne
eConcierge/Social Media Coordinator
Secrets Aura Cozumel
info.seacz@secretsresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 26, 2013

In my opinion the resort is fantastic value for the $$$. I figure that we paid about $200 per day for two which included a preferred club room, food, alcohol, free watersports etc. (flight extra). Keep this in mind and adjust expectations; you are not paying for the Ritz, and you will not be receiving the Ritz. But you are getting a very clean and scenic property, in a great location (scuba is 20 mins from shore, resort is 15 mins from town), the property is nicely landscaped with a variety of pools, nice long sandy beach for walking, lots of loungers and shade, decent food and alcohol, and a very nice room. Yes there are some minor maintenance issues to address.

The biggest problem at the resort is unfortunately out of their control; the sometimes inconsiderate and spoiled/entitled attitudes of some guests; hogging unused loungers (recommendation; if you see a lounger with towels, use it anyway), bringing their own loud music to play above the supplied ambient music (80's rock or hip hop anyone?), and complaining loudly about minor maintenance and service issues constantly at the pool (is anyone else on vacation?!) and expecting all day quick service without tipping and with an attitude of indifference.
We also witnessed one large group get hostile with the staff (banging their fist on a table and being angry, loud and aggressive) because they could not be accommodated at Windows restaurant, but were offered seating at Oceana instead (the men were mostly wearing shorts).
Thankfully this is not the norm (say 20-30% of the people), and every day people are checking in and out, so someone annoying might only be around for a couple of days!
And because it is all inclusive, you cannot avoid the people whose #1 goal is to get loaded. One morning we saw the wooden patio furniture, bedsheets and outdoor mattress were put in the chlorinated pool overnight.

Honestly, I don't know how the staff can stand dealing with "us". I know someone that has lived in Cozumel for 8 years, and can verify the staff at resorts are being paid approx. $100-$150 per month. Even adjusted for cost of living, this is very low and they rely entirely on tips. We spent about $200 on tips during the week, and they earned every penny working their butts off in that heat. (our system was $1-$2 per drink order, $3 for breakfast/lunch, $5 for dinner, $5 daily for housekeeping, $5 to the guy that lugs the catamaran to the ocean, $5 for room service etc)

We found the best time at the resort for us was early morning til about noon. We like hearing the ocean water lapping, it's not hot yet, the partiers are sleeping, and you will have the beach practically to yourself. Then around 2 pm, the pool drinking seems to begin, until about 6. It can be loud at times, but certainly not rowdy. The middle agers seem to hang out at the ocean front river style pool, the young partiers are at the garden view slide pool at the back of the resort (swim up bar), but if you really like peace and quiet then go to the rectangle pool (hardly anyone is over there, it's lovely.)

Rooms; if you want peace and quiet, don't rent the garden view rooms; they face the pool where the younger crowd tends to play pool volleyball and parties. The bed in our preferred club room was GREAT, soft and cloud like. Furnishings were new.
Scuba; onsite dive shop is very good and affordable! And GREAT scuba diving only 20 mins from shore.
Catamarans: free and they have 3 of them, so always available!
Whirlpool; it was working and hot!
Ocean; the ocean floor seems to be a bed of rocks, but not very jagged, more like a soft bed of rock, uneven surface though. It is like that around the whole island. Yes you could benefit from water shoes, but many people did not use them and managed ok.
Snorkelling; lots of fish around the pier. We went to Moneybar, and it was ok, not great. The best we found was at Punta Sur (Faro Celarain Eco Park) but you have to really swim far out to see the fan coral reef (see Faro Ceralrain reviews for tips)
Service: We found it was excellent/prompt but we were not expecting "lickety split". The wait staff generally speak some english, but are not fluent. Many of the other staff do not speak English at all (how about we speak some Spanish instead!). The staff seemed to go above and beyond a few times, and also called the room to see if everything was ok.
Beach loungers; there are many, but some people (not many) are unnecessarily reserving them, or abandoning them with towels left behind so they don't get used again.
VIP desk; AVOID unless you want to get into a timeshare sales situation.
Age groups; we found half of the resort is 25-35, the other half is middle agers.
Food; if you tire of the selection, try eating next door at Sunscapes (old Sabor). The beach BBQ at Secrets was the best food!!!
Shows; the live band (Red Eye Band) was really great, and played a variety of light rock. The Elvis impersonator next door at Sunscapes was a very dry blend of comedy and music. We thought it would be super cheesy but it was actually pretty funny. Unfortunately both acts played the same night at nearly the same time!
Souvenirs; the on-sight shop at Sunscapes is large and has decent variety, but we found really nice, high quality souvenirs at Discover Mexico; in the shop outside of the entrance.
Car Rental; we rented from ISUS downtown based on Trip Advisor reviews, $40 per day incl taxes, insurance etc. No hassles, super humble family operation. It was nice to have the freedom to go to MoneyBar, Punta Sur, the coastlines, downtown, etc. We only used it about 3 days because we scuba dived the other days.
Airport: Beware of timeshare sales people immediately upon exiting the terminal!! They are the first people you will talk to because they accost you, go past them!!! Also, getting through customs was an agonizing 1.5 hours (Saturday afternoon)

  • Stayed: May 2013, traveled as a couple
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12  Thank OntarioCambridge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SeaczEconcierge, eConcierge at Secrets Aura Cozumel, responded to this reviewResponded May 28, 2013

Dear OntarioCambridge,


Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We feel so satisfied to know that you had a wonderful vacation with us at Secrets Aura Cozumel. Thank you for mentioning our beautiful beach, diving, excellent meals and amazing staff. We can ensure you that our staff and Management are very grateful for your comments.

We hope to have the honor of welcoming you back to Secrets Aura Cozumel, allowing us the opportunity of providing you a truly wonderful and memorable experience again in the near future.

Warm Regards,

Justine Pyne
eConcierge/Social Media Coordinator
Secrets Aura Cozumel
info.seacz@secretsresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 24, 2013

Dont need a lot on vacation so this place was just fine for the price. Been to better for less. Entertainment staff was practically invisible. Service is rather slow. Always out of clean towels at the front pool. Swim up pool bar closes at 5:00...way too early. Food is average. Front desk is below average - probably wont be back

  • Stayed: May 2013
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    • Rooms
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1  Thank frisco521
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SeaczEconcierge, eConcierge at Secrets Aura Cozumel, responded to this reviewResponded May 28, 2013

Dear frisco521,


Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We regret not hearing from you whilst you were in house as we would have been more than glad to assist you with all of your issues. We also would have loved the opportunity to correct the inconsistent service you experienced. However we guarantee that this is definitely not a true depiction of our standards of operation and certainly not the typical experience of our guests. We nonetheless apologize for any dissatisfaction and we will certainly share your comments with all the respective department managers in order to avoid any other negative opinions.

We are sincerely sorry the hear that you do not intend to return to our resort but nevertheless hope that we will once again have the honor of welcoming you back to Secrets Aura Cozumel so that we can redeem ourselves and offer you the service that you deserve.

Kind Regards,

Justine Pyne
eConcierge/Social Media Coordinator
Secrets Aura Cozumel
info.seacz@secretsresorts.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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