TripAdvisor Traveler Rating

The room was large. Sorta far from ocean but you can see it. Our concierge on check in was rude and treated me like I was the rude one. Many times restaurants were closed without notice. There were a lot of activities that cost extra. Unexpected for an all inclusive.

Reviews are subjective but they totally helped me so hope this helps someone too ..stayed in an oceanfront plunge pool room 1446 from Sat 5/4 - Sat 5/11: Pro’s: -Check in/check out was easy peasy -Room was ready right away (arrived around 3:30) -Looooved the view -Loved how i requested this room (after someone posted it) & got it -Loved how private our plunge pool was -Bordeaux ~ best meal at Secrets (had sea bass & hubs had beef filet) -24 hr room service ~ nachos were ???? -Plenty of HOT water (although many say they don't have hot water) -Ocean was super clear! ?? -Loved that we could use the pier to be picked up for a Catamaran tour to snorkel at El Cielo (didn’t mind paying for it $10/pp) -Jet skis were my favorite & just walking distance to Carlos & Charlies beach club -Mayan show was awesome -Romantic dinner on the beach was beautiful -Getting a taxi was quick -Having access to Sunscape (& Dreams, if preferred) was a nice option -Nice room / Comfy bed Cons: -Food wasn't the best but it wasn't the worst. Bordeaux was the best restaurant in the resort in my opinion. -Didn’t restock fridge w/ beer (..even after requesting it from the lady at the front desk) & we tip for mini bar service daily -Only get a tiny bottle of bacardi (no restock) -Service wasn't as great as some other resorts we've stayed at -No nespresso machines in rooms, just a regular coffee maker -Coffee shop wasn’t as great as everyone said it was and had very small cups (Sunscape next door had bigger cups) -Thought i’d get a cute banner for my birthday …was even asked if we wanted one, said yes but didn’t get it (also did the Romantic Dinner on the beach that night, but still didn't get it) Overall we made the best of our stay! We ventured out of the resort alot but that’s just what we like to do! We parasailed; had a gorgeous photoshoot; did a catamaran snorkeling tour; took the ferry to playa del carmen (shopped & ate great food there); did the mayan tour & jet ski’d at 2 different beach clubs. We totally loved Cozumel & altho Secrets wasn’t top notch ~ the many reviews helped manage expectations. It’s definitely “what u make it” like everyone’s been saying & we enjoyed our stay??

If you want a no frills all inclusive as a home base for daily diving trips and poolside drinks after, this place is perfect. Diving peer access is awesome and convenient. However, if you want a resort with good entertainment, excellent food, and beautiful grounds to spend most of your time, this is’t it. Might be the best there is in Cozumel though since they really cater to divers

Very poor quality of boat during a snorkel tour. Excursions so poorly run. Staff was great with what little resources they had to work with

Firstly, the facility layout is nothing like it is depicted online. We had booked a Preferred Swim Up Ocean View Suite. The Suite was not in the Preferred Area of the Resort (which is not mentioned anywhere online) and required a decent distance to walk to enter the Preferred Pool and Beach Area. Additionally, the location of the Suite was stationed directly behind a row of Palm trees which disrupted any view of the Ocean. On top of this, our room was not ready until 4:30 PM even though check-in should have been at 3 PM per the hotel website. Next, the quality of the room itself was poor. The room refrigerator did not work, and had a burning smell associated with it. We contacted the Front Desk to request maintenance but were simply told "the refrigerator needs a few days to cool". On the 3rd day of our 4-day trip, it finally started to chill slightly. In addition to that, we had a double sink in the bathroom. On the first evening the right-hand sink pipe disconnected from the wall and poured dark brown/black liquid all over the bathroom floor which had a very foul/moldy odor to it (see photo). We notified the front desk and were told that maintenance and housekeeping would arrive to the room to fix and clean the issue within 15 minutes. We asked if we could have another room temporarily so we could get ready for dinner in a room that didn't smell but were told no considering maintenance would be there soon and any other room would be considered a downgrade. The maintenance crew did not arrive until 2.5 hours later. Lastly, the shower temperature control did not work. The water temperature would alternate between extreme hot and cold every few seconds. Regarding the food - Several of the restaurants close for dinner on random days which is also not clarified on the hotel website. For example, The Market is closed on Monday and Bordeaux and Gohan are closed on Friday. Because of this, a lot of people have to eat at Windows, Oceana, etc. which results in a long wait. Friday night, we waited 30 minutes to eat at Windows. With all of the negatives above, there is at least one silver lining and that is the Entertainment Staff. Specifically, Leo and Edgar. If it weren't for them, we would have had a terrible time at this resort. However, Leo was exceptionally engaging and a joy to be around. We played volleyball with Leo and Edgar every day at 1PM and 4PM and can say with confidence it was the highlight of our trip. We engaged in Bingo and Movie Trivia and had a lot of laughs and good memories thanks to those two, genuinely.