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Secrets Aura Cozumel
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Reviews (4,117)
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Reviewed January 18, 2014

Location: Pros...Situated on a beautiful long stretch of sandy beach. Cons...A bit farther from town compared to other resorts.

Check-In: Pros...Friendly and efficient front desk staff with prompt welcome drink. Cons...Despite making reservations 7 months in advance and the property being less than 100% full, we were given a junior swim-up room (4015) a distance away from the main building, next to a trash dump site and near the construction. The lobby was small, bland and not what you'd expect.

Room: Pros...Spacious, tasteful decor, comfortable bedding, large walk-in shower, plenty of hot water, prompt air conditioning repair which worked well afterward and shallow swim-up pool. Cons...Musty smell, hard bed, low lighting, small tv size, no bathroom exhaust fan, harsh towels, unpleasant toiletries, inadequate shower head, unreliable Internet access and shallow pool.

Room Service: Pros...Always delivered promptly with friendly service. Cons...No variety, half of the food always arrived cold, small portions and inconsistent (as noted by other reviewers) on preparation/quality as well as condiments/utensils.

Restaurants/Food: Pros...Friendly servers and mostly good food. Cons...No variety, small portions, limited snacks and Bordeaux's usually closed.

Bars: Pros...Friendly bartenders who know how to mix a good drink using premium alcohol. Cons...Outdoor bars close early or not open at all.

Pools: Pros...Clean with plenty of chairs, towels and rafts. Cons...Small pools, no water features, cold water and wet towels.

Resort Grounds: Pros...Clean, no bugs and well maintained with good snorkeling off the long sturdy dock. Cons...Resort facade is boring and outdated. Nothing special or beautiful about the landscaping or design.

Sundry/Gift Shop: Pros...Open on a regular schedule and carries basic necessities. Cons...Tiny and unfriendly staff. Don't expect to find clothing, gifts or unique items here.

Coffee Shop: Pros...Nicely set up. Cons...Terrible, bitter coffee and stale treats.

Overall: We love the island of Cozumel. However, this was our first time to a Secrets hotel (for a belated honeymoon) and we found it to be disappointing. It definitely wasn't the adult-only, all-inclusive LUXURY resort that we had expected...or that was advertised! We are not picky travelers and don't expect 5-star hotels, but at Secrets it was one negative thing after another that added up to our final conclusion.

Room Tip: It looked like the Ocean View Swim Up Suite may be a better choice than the Junior Suite Swim Up due to location and pool depth.
  • Stayed: January 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
6  Thank Wandering_JM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SeaczEconcierge, E-Concierge at Secrets Aura Cozumel, responded to this reviewResponded January 20, 2014

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.

You did not enjoy your recent visit with us and are very concerned to read that your experience did not live up to our usual level of service, that´s why your comments are very appreciated beacuse this help us to improve our services

We appreciate your objectivity and I can assure you that we take our customer feedback very seriously and we have made changes for a more positive customer experience.

warm regards

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Reviewed January 17, 2014

We came here with friends and had a wonderful time - from January 9-15. Food was delicious, beach and pool were clean, and the staff was extremely friendly. Adrian and Julio on the entertainment team were very friendly and great at keeping people aware of all activities that were happening. All other staff was extremely helpful and welcoming as well. We had a relaxing week and would definitely come back here and recommend it.

  • Stayed: January 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
5  Thank Bree H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SeaczEconcierge, E-Concierge at Secrets Aura Cozumel, responded to this reviewResponded January 20, 2014

Thank you for taking the time to write your comments 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 are thrilled to hear that your vacation was wonderful and that you were pleased with the service of our relaxing atmosphere, service, cleanliness of rooms, delicious food and drinks and various staff members. Our team is always trying to ensure that we surpass the expectations of each guest so your review served as our reward. To this end, it was encouraging to hear you acknowledge those aspects of our product.

it was a plasure to host you.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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 16, 2014

My husband and I stayed at Secrets Aura Cozumel January 4th - 15th. I will admit to being a little bit nervous after reading some of the reviews, but we went with an open mind and looked forward to leaving the snow behind.
Upon our arrival at Secrets, we were greeted with a glass of champagne and a cool cloth and the check in process was quick and our room was ready to go. We received a free upgrade (due to being members of AM Resorts) and we were very pleased with our swim up, ocean view room. Room 1110 is super conveniently located and is an end room. We also received better wifi in our room than the staff did in the lobby!
Room was clean and spacious. There was a little bit of a musty smell but that is to be expected being right next to the pool and close to the ocean. It wasn't an issue for me. Hot water and AC in perfect working order throughout our whole trip. (Thought that was important to mention re previous reviews)
The resort itself is well maintained and the staff are happy and friendly. The grounds are beautiful. As it is a smaller resort, it has a cozy feel to it without being crowded. The beach is nice as well. Most days the ocean was calm and swimming was easy. Although it is true some parts can be tricky navigating your way into the water due to rocks, but it is not inaccessible. As well there is a ladder at the end of the pier that allows for easy, rockless access to the ocean.

As we were expecting some less than perfect weather, we had brought a few dvd's down with us. When we got to the room, we found there was no DVD player. A quick call to the concierge and within five minutes, a DVD player was brought to our room and hooked up for us. I was pretty impressed with that.

Food --- to be honest, sometimes the food left a little something to be desired. Some dishes we had, like the Rockefeller shrimp at windows, was fantastic....other dishes...not so much. One issue we found frequently was that things were not served hot. I do believe they are working hard to sort these issues out. While we were there, breakfast was served buffet style at windows. But just as we were leaving (the day before) they opened the new restaurant, Market Cafe for breakfast and lunch...both being buffet style. This allows for a much better buffet as space is not an issue here as it was in windows.
We ventured over to sunscape (the sister resort) a couple of times just to check it out. Neat little beach bar over there with swings rather than bar stools. We ate at the Italian restaurant, portofino, and really enjoyed the lasagna. We ate as well at Bordeaux a couple of times. Had a wonderful lobster dinner there for our last night on the island. Really enjoyed the escargot as well!
We ordered room service a few times and this was always quick and hot! We never waited more than 20 minutes for our order to arrive.

Nightlife - have to agree with previous posters on this one that the nightly entertainment is definitely lacking here. No shows (heard they have a fire show on the beach one night a week but it was unfortunately rained out both weeks that we were there). Sky bar is a nice place to hang out at sunset and to have a few evening cocktails. They do have a "disco" but for me personally, this just wasn't a nice place to hang out. Dark, dingy, small...not my thing.
But other than that, there just wasn't much to do around he resort. The resort does have an "entertainment team" but I honestly didn't see them doing a whole lot other than some beach volleyball. The entertainment team definitely is not as lively and engaging as the previous teams we have met at other AM resorts.

We have visited a couple of Dreams resorts and were blown away. This resort, although did not "blow me away", was very relaxing and quaint. If you are looking for a quiet, beautiful resort, then this may be just perfect for you. We enjoyed our vacation overall. The staff, for the most part, works hard to try to ensure that you are having a good time. Pool bar service was great, drinks and snacks were always flowing.

We unfortunately got hit with some bad weather while we were there (6 out of our 11 days) rain rain and more rain.... Although this is obviously out of the control of the resort, I do wish that they had been a little more prepared for rainy days by offering some fun in the main lobby or something to do for the guests. I was honestly getting sick of the site of my room. Six days is a long time with nothing to do. We did do an island tour during one of the rainy days and had a great day with Santiago, our tour guide. He was just great!

Another night, we ventured out of the resort for dinner and went to "Buccanos at Night". Absolutely gorgeous place with food to match. Highly recommend you check this place out during your stay! (Only open Friday and Saturday nights)

I know some previous reviews had mentioned a lot about construction going on at secrets. Happy to report they are just about done and the new area looks fantastic! We, unlike some other reviewers, were not bothered in the least by any noise by the work being done. We barely noticed it at all.

We took advantage of the spa services one night and had a wonderful couples massage. No complaints here...left feeling completely rejuvenated.

I do feel that this resort is working hard to get up to the "Secrets" level that their guests have come to expect. As we have not experienced another Secrets resort up to this point, we came with no expectations of what it should be and accepted it for what it is..a beautiful island getaway.

A special thank you to some of the staff that went above and beyond to help make our stay a great one
Dariana and Zitaly - pool bar service waitresses, hard working waitresses that always had a smile and were so wonderful.
Margarito - windows waiter who remembered our names at every visit
Pepe, Juan Carlos, Sophie, Rapheal and Alma of the member services staff. You guys were all fantastic!

Stayed: January 2014, traveled as a couple
19  Thank candipants
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SeaczEconcierge, E-Concierge at Secrets Aura Cozumel, responded to this reviewResponded January 20, 2014

Thank you for taking the time to write your comments 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 are certainly pleased to understand from your comments about your recent trip to Secrets Aura that you enjoyed the resort staff, hotel and accommodating service experience. As a hotel company we will continue to create wonderful guest experiences where personalized service is concerned in an effort to become a highly regarded resort in Cozumel.

Thank you for your suggestions on how we can make our hotel even better, I have passed these comments along to Management for further review.

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.

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Reviewed January 16, 2014

This was my first all-inclusive and it was awesome. Great service and dining. If I were to be overly critical the only thing I would say is 90% of the staff is exemplary! and when the other 10% is not you feel slighted! but even they are still good...just not exemplary.

Stayed: January 2014, traveled as a couple
3  Thank randyhively
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SeaczEconcierge, E-Concierge at Secrets Aura Cozumel, responded to this reviewResponded January 20, 2014

We appreciate your kind review as a new customer and are delighted to hear that you enjoyed your recent 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. As a hotel company we will continue to create wonderful guest experiences where personalized service is concerned in an effort to become a highly regarded resort in Cozumel.

warm regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 15, 2014

There was nothing really bad about the resort - I guess that's the important thing, but it probably should have left a better impression for being a "high-end" resort.

Our check-in was uneventful and fairly easy, but I suggest declining the sales presentation. Our previous experiences with resorts in Mexico left us with a "never again!" attitude about the so-called presentations.

We were happy to get an upgrade to an "ocean-view room" and we were welcomed with a "Happy Anniversary" banner on the door and a free bottle of wine - that was a nice touch and a reasonably good start.

The room was very spacious and well furnished. There was a small problem with something mechanical that rattled continuously in the wall (not enough to disturb our sleep), but as soon as I asked the front desk about it, it was fixed within hours. I did experience a short outage of hot water during a shower, but in a minute or two the hot water came back.

We worried a little about the construction noise that many have commented on, but although we were directly adjacent to the new construction, the noise was not to the point of bothering us. (The construction work was apparently nearing completion)

The restaurants were all good, and the food was well prepared. The serving sizes are very small, but I found this to be a good way to avoid over-eating. The "no reservations" feature was nice and there we no wait times at all except for our last night when we went to the Bordeaux restaurant and waited for about an hour to be seated. We also tried the Italian restaurant (Portofino) at the neighboring resort and found it to be quite nice as well.

The beach is rocky - uncomfortable to walk on without some sort of footwear, but very clean and reasonably quiet. We heard a lot of good comments from those that snorkelled at the beach, although we did not snorkel there.

The staff were all very pleasant and helpful and all spoke English very well. The service was attentive and prompt, except for our last night's meal at the Bordeaux restaurant (after the long wait) which was one of the more negative experiences. Our waiter virtually disappeared and we were ignored until I got up and spoke to the person at the kitchen who was coordinating the orders. Once I called attention to our long wait, the food arrived within minutes.

Part of the vacation that we purchased was a $200 spa credit package which turned out to be completely worthless. The spa prices were completely outrageous and just negotiating with the spa person resulted in a much lower price than the coupons would have provided, but did not bring the prices down to a level that we considered reasonable. A short walk south on the beach to the next resort resulted in getting a couples massage for less than half of the price that a single massage would have cost us at Secrets, even after negotiating a 40% discount! One of the main reasons that I selected the Secrets Aura was the availability of a nice spa for my wife, so I was extremely disappointed at the pricing, the silliness of handing out worthless coupons, and having to walk to the neighboring resort to get to the spa. There was a place for a separate rating for the spa, but it disappeared before I could submit this review - I rated it 2 stars - poor.

There was nothing in the way of evening entertainment that caught our attention, so I can't comment on that part of the hotel's activities.

Our check-out was easy, but I had to point out a mistake on the bill - one of the coupon discounts on a wine purchase was ignored. Correcting the mistake took some time, but was finally taken care of without any issue.

Overall, we were lucky to have perfect weather, we didn't get sick, and were treated very well. That was the positive experience. The negative side was what others have commented on - it probably should have been so much more than just OK.

Room Tip: The "upgraded" ocean-view room looked to be much better than the standard pool-view rooms and were in a much better location to get to restaurants and activities.
  • Stayed: January 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
6  Thank billvfitz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SeaczEconcierge, E-Concierge at Secrets Aura Cozumel, responded to this reviewResponded January 20, 2014

thank you for taking the time and sharing your experience at our property, I am so glad to read that you liked our food and mentioned our excellent service, I also think that the ocean views and snorkeling are great.

Our team is grateful for the chance to have shown you our usual warm hospitality. It was most inspiring to see your positive comments concerning our exceptional attention to detail, food quality and wonderful customer service.

Please accept our apologies it is certainly not our intention to disappoint our guests, however, it is obvious that we failed to meet some of your expectations, we take all the necessary actions to improve our services

warm regards

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