Secrets The Vine Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 10629 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Secrets the Vine Cancun

    Reviewed by Melissa082279() on Dec 09, 2018

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Loved, loved, loved this resort! We had such a good time, the resort is clean and luxurious and we were there when they were putting up the Christmas decorations, which made it even more lovely. We did get a little bit of snark from skipping out on the sales pitch, but we book our trips years in advance and knew it would not be worth our while. We were in the preferred group or whatever it's called. The check in and check out were nice, but the ambiance of the premium bar is nonexistent, it feels like an office. We went off to the balcony whenever we would stop by or take our drink to go. All the employees were very nice and I especially need to mention Gustavo at the bar! He was very friendly and super efficient! All in all, the food was very good. We ate at several of the restaurants and really enjoyed the different options available. I would absolutely recommend.

    Individual ratings:

    Location

    Location-5

    Service

    Service-5

    Value

    Value-5

    Secrets the Vine

    Reviewed by farojc(st louis) on Dec 09, 2018

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Returned to Secrets the Vine for 5 day stay. Our previous stay was in 2016. Enjoyed both stays. My wife and I loved the food. During our recent stay, we primarily hung out on the beach. Our server, Lucy May, treated us exceptionally well. She was extremely friendly and a tireless worker. We never had an empty glass during the days that she was working. Wishful that we could bring her back to the states with us.

    Average at best

    Reviewed by GBiallar() on Dec 09, 2018

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    This sleek, modern looking hotel was larger then the resorts we usually stay. It is fairly close to the airport and we were able to have lunch at Olio when we arrived. Margaritas were good every day except one. Other drinks were limp unless you requested a double. Room was nice and the view lovely BUT did not see the sun rise and set because of the time of year and the sun mostly south of our northern view. Appreciated the preferred level room with two separate sinks and closets. Room service for breakfast was such a treat! The Cafe folks also do a great job...always great coffee. No hot water the evening of our arrival nor the morning of our departure. Spoke with our Butler but there was no follow up with us after that. Glass shower also leaked into the vanity area....just used extra towels to keep it from running everywhere. Housekeeping was as expected for such a resort. Had arranged with one of our Butlers for a dinner in the Chefs Room at the Bluewater Grill,,,that was a disaster with them looking for us 10 minutes before our reservation to see if we were still coming and then sat us at a regular table. We asked why we were not in the Chefs Room and there was a lot of hustle and bustle....disorganization, I’d say. There was another much larger party in that room and I do believe we got kicked out. FERMIN, our server we requested for the second time, did an admirable job and we would recommend asking for him. When we spoke with our Butler about the screw up there was a lot of “I’m sorry” but really NO SERVICE RECOVERY. It was actually the Butler on the floor of our in-laws that heard our concerns and arranged a lovely dinner at the Dragons restaurant. Thank you DABEER! He knows how to treat customers. Level 21 is a lounge with the preferred club...we visited for cocktails every night and JORGE was the best part of our trip and provided superior service, as expected from this type of resort. Thank you to Fer (Fernando) and Itzel at the beach...you both work very hard out there. Our in-laws also experienced issues after cancelling a romantic dinner...were still having to sign papers two days after the event was cancelled to ensure it was removed from their bill. They also found themselves in an adjoining room with noisy guests...not cool for return Secrets customers. If you are going to spend the kind of money for this Secrets Resort, rethink your decision and try a Velas Resort instead....they truly know how to provide superior customer service.

    Individual ratings:

    Rooms

    Rooms-3

    Service

    Service-3

    Value

    Value-3

    Five Star all Inclusive in Hotel Zone

    Reviewed by Ken H(Glasgow, United Kingdom) on Dec 09, 2018

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    Having just spent the week before in the Secrets Silversands hotel it was interesting to contrast it with Secrets The Vine. The Vine is supposedly a higher level than Silversands but frankly you wouldn't know it. It's a very different kind of Hotel with 28 floors and a compact pool, beach and entertainment areas. There is less entertainment and the quality is not as good. The range of restaurants was similar and the Bar areas just as good but service was very much dependant on who the server was. Just as it was with Silversands the service at the Breakfast/Lunch restaurant was by far the best with the hard pressed Staff doing their very best to please the guests. Abiel was our waiter on many occasions and both he and his fellow servers did an excellent job in every way - fast, efficient, friendly and more than willing to help guests with whatever they needed. Food in all the restaurants was good but service awful if it was busy - long waits to be served, sloppy service, spilled wine, cold food. In contrast the Italian restaurant was terrific - good food and fabulous service from Robert. Needles to say we visited this restaurant a couple of times as they seemed so much better organised despite how busy they were. Overall Silversands is far better but if you want to be in a busier area with shops and other bars/restaurants nearby then pick a hotel in the Hotel Zone.

    Individual ratings:

    Location

    Location-5

    Service

    Service-4

    Value

    Value-3

    Amazing entertainment at hotel

    Reviewed by Yujing Z() on Dec 09, 2018

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My fiend wanted a nice calm beach vacation and I really enjoyed it. The friendly entertainment team staff Felipe Guillermo Yerica made my stay extra welcome Food is a bit salty more towards American preference and hotel is very busy so sometimes there is a bit of wait but overall nice and relaxing.

    Do you need a response from WestJet regarding a positive or negative travel experience?
    Please give us your feedback.

    Required fields

    Write a hotel review

    Only vacations taken less than 18 months ago are valid.

    How was this hotel for:

    Example: (What did you think about {hotel-name}? Was it in a great location? Were the staff accommodating? Would you go back? 2,000 characters max

    We will not post reviews that include:

    • Mentions of specific travel companies
    • Profanity and inflammatory comments
    • HTML or URLs
    • Pricing information

    Example: "We loved our stay! The concierge always went above and beyond!" 140 characters max
    Would you recommend {hotel-name} to a friend?

    Add photos/videos:
    *You need to agree to the submission policy and verify your age before you can share your photos and videos.

    XXXX

     files attached

    Clear all files

      This is the name that will be attached to your review.

      Our submission policy:

      XXXX