We had a 7 day/6 Night stay (5/28-6/3) at Secrets Aura. As someone else mentioned, this was our first trip to Mexico and our first stay at a Secrets property. Even with the mixed reviews, we decided to give the place a shot. We were celebrating our 3rd anniversary. Check in was quick. We upgraded from a Pool View to and Ocean View since other reviews said the pool area was noisy. It cost us an extra $100 a night and we should have stayed poolside. The first thing we noticed was a musty smell, but it was not overpowering and only noticeable close to the door. The hair dryer was broken, but replaced immediately. Our first shower we noticed two things. The was not enough hot water for two people to take a reasonable length shower (let alone a "resort shower"), and the hand held shower head was cracked and not useable. We reported both problems and nothing happened. We reported it again the next day and the fixed shower head (which worked) was replaced, but not the hand held. We reported it again and the hand held was finally replaced, but when the shower was turned on, the overhead shower didn't work and the replaced hand held didn't have enough pressure to rinse the soap out of our hair. We had the Manager on Call come up to the room and we showed her the problem. She offered to have it looked at immediately (it was 10 pm) or we could tell her when we left in the morning. We chose the morning. When we tried to brush our teeth, the sink spurted and turned to a trickle that couldn't rinse the tooth brush. The next day, both shower heads worked, but still could not be used independently; they both stayed on all the time no matter what position the button was in. We informed the on call Manager how upset we were and upon checking with the Finance Officer told us that they would refund one half of our upgrade costs. At no time during our stay was the hot water problem resolved and we were told, "We know we have a problem with the hot water".
The view was fabulous. Unfortunately our "balcony" was all open, more of a second floor patio. When it rained it was not useable. You could not even have an umbrella (safety reasons, but a room two doors down had one we were told would be removed but stayed our entire visit.)
I don't drink and my wife doesn't eat much, so one thing we generally enjoy is the planned entertainment at the all-inclusive resorts. Unfortunately, it didn't really exist here. During the six nights we were here, I believe one-half of one event was actually conducted as scheduled. It was a casino night. There was supposed to be a fire show, which happened, but an hour late. The entertainment that was supposed to happen one night at the Sky Bar, actually took place the following night because the scheduled entertainment was cancelled. There was no rhyme or reason. We had a couple of days of rain, not the resort's fault, but when it rained, there was absolutely nothing to do and no place to go except a restaurant to eat, or your room. In your room, the TV was out due to satellite failure during much of the rain.
The swim up pool was green and not useable for the first three days of our trip. It was pretty much clear by the fourth day but we didn't spend any time there.
So obviously there were a couple of positives. Our bed was exceptionally comfortable and the air conditioning worked perfectly! We were treated to champagne and chocolate dipped strawberries on our anniversary, the next day we had a banner on our door and were greeted with rose petals in the shape of hearts leading us from our door to the bed with "I Love You" spelled out in rose petals on the bench in front of the bed. It was very nice. The beach is beautiful, the water is beautiful, and there are more than enough lounge chairs. They recommend water shoes due to the rocks, but most people won't need them, We found the food/drink service by the pool to be good and pretty quick. We also tipped the staff that provided this service. They never asked, but they are appreciative and service is even faster the next time. We spent our pool time at the front pool "the Relaxing Pool" which was quiet and a great place to get to know our fellow guests. It was always clear blue and comfortable. However, there is no place near to deposit used towels so many of the guests just piled them on one chair and eventually someone came and collected them.
The food is good at Oceans and Windows and excellent at Bordeaux. All of their restaurants are a la carte, but Windows has a selection of cereal, breads, and fruit for breakfast. A buffet is available at the resort next door if that's what you want, but it's "okay" at best. The only drawback is that the weekly menus never changed. I'm used to resorts changing the menu weekly. We heard of guests having to wait for service, but that was a problem we never experienced.
The number one thing this resort has going for it is its front-line employees. They work non-stop, are always friendly, and do whatever they can to make your stay enjoyable. Even though tipping is optional, tip! A buck for pool/beach service, a couple for breakfast/lunch, a five for dinner, a five for housekeeping, at the very least. I took tip money and used it because they deserved a tip!
We got the beginning of the sales pitch and I shut it down by stating that this was the first time I'd been to a Secrets and I certainly wasn't interested anything until the end of my stay and I could make a more informed decision.
Bottom line, we won't be back. Advertising it as the newest member of the Secrets resort, makes me doubt very seriously if we'll ever book at another Secrets, or AMResorts property. The resort needs work. At the very least we expected large quantities of hot water, but I agree that the resort is not as luxurious as it claims to be. It has a long way to go to reach what I was told was "Secrets" standards. It should have been closed, at least a section at a time, refurbished, then reopened. If you've never been to a good or better all inclusive, this might be a good place for you, but in my opinion, we did not get what we paid for. Two and a half stars, definitely not a Four!
- 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