![]() They’ll tell you they want to tell you about the property but it’s a two hour presentation on time share. I’ve been through plenty of these all over Mexico and I decline sitting there being pressured for two hours. The only place we were asked was at Oceana restaurant but just say, I upgraded to preferred and they’ll let you in. Perhaps the preferred rooms are more updated but we found our rooms to be very clean, very big and great views. You can have access to all of these areas without being questioned!!! It’s a bit of a ruse. We were They never asked in any areas if we were preferred. The person checking us in gave us free preferred keys to have access to the preferred areas. Upon check in, I asked again about an upgrade. I had tried to upgrade to preferred after reading the reviews but was told they were booked solid. I must add that the physical backdrop for the resort (beaches, peer and special dinner set-ups) were spectacularly beautiful!! If they can clean up their act in terms of the rooms and pay more attention to cuisine, I think it’ll be a great place to visit / but for the meantime, I suggest going to one of the other Secrets instead.Īfter booking and reading the reviews here, I wasn’t expecting a five star experience. The cuisine manager was also worth a shoutout as he helped us book a few dinners in spite of their “no reservations” policy. Shout out to Sanchez from the Oceana restaurant who could not have more helpful, and was definitely a bright spot of our trip! His colleagues Javier and Sergio also went above and beyond, and the Oceana tended to have best and most consistent breakfast/lunches. ![]() With all of that said, several core members staff were great/overly accommodating. If you got to the restaurant three hours after they put the food out, it would be overcooked and stuck to the serving trays and nobody refreshed it - even when we asked! Far cry from a 5 star resort. They sent us to a buffet at the World Cafe that was not well tended to. This was particularly frustrating because I called before we left to see about booking for our group of 8, and was told we needed to do this onsite after we checked in. They also would not let us make dinner reservations bc they were “too booked”. Food was ok and plentiful, but not great. Apparently there are rooms in other sections of the resort that are better - but the resort was full and they were not accommodating in terms of help with the room situation. They were not at all shocked or even surprised when we came down to complain. All of the rooms in our building (right upstairs from check-in) were inherently dirty and smelled terribly like mold and mildew!! The hotel was well aware of this. Our experience with Secrets in Cozumel was different. They have each been beautiful and super accommodating. We have been to many different Secrets resorts in the past. Many members shared that this was there worst Secrets experience ever. In fairness I emailed Hyatt to share our poor experience and over a week later did not receive a reply. ![]() Upon our return found out that we had both got COVID at the resort. We decided on a one star review before leaving. They booked a wedding the same night as our 'romantic dinner on the pier' and the right hand didn't know what the left hand was doing. We waited 2 1/2 hours to be seated for dinner one evening. Don't believe that 'tips are included' you'll find out that if you expect any level of service waive the cash up front. The poor communication with staff, multiple promotional offers, no onsite managers, short staffing and 'couldn't care less' attitude of some staff were maddening. They offer a significantly better experience than Viator. We also liked having the Amstar people on site. The room was great and 100 feet from the ocean. We upgraded to preferred and did not receive the advertised treatment. We selected the location looking for an adult only all-inclusive with an ocean-front room. Secrets Aura is easily the worst experience we've had in all the years we've travelled.
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