Secrets Aura Cozumel

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 5369 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-4.5

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Awful Food, Musty Rooms and Slow Service

    Reviewed by rebeccawalkerid(Los Angeles, California) on Nov 24, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    We came to Cozumel for the 2020 Ironman race. When we booked this hotel, we didn’t know it was all-inclusive, and no one told us at check-in either. We only found out after our first dinner when the server said there was no check. Service: Overall, everyone was friendly and made efforts to remember us and continue conversation over the course of our stay, but it was incredibly slow. On almost every meal we had a forgotten or delayed plate, and it took ages to get it. Food and beverage: The best venues were Bordeaux and Oceana. The Market Café was also good for daily breakfast, although a bit limited in menu choices. No such thing as fresh orange juice anywhere, it’s all from concentrate. At Windows, the food was decent but definitely not great. The lasagna was cold at the center two nights in a row, the seared tuna was chewy, and the lettuce on my starter salad tasted like soap. We had one dinner night at Sunnyside in the neighboring Sunscape Hotel and it was awful. The salad portions were a joke—felt like we got the garnish off a main entree served on a cold plate. I tried the Arracheras entree because the server recommended it and it tasted like a 9-day-old steak doused in brown gravy. Never again. Guestrooms: We stayed in a suite and was so nice having the extra space for the long vacation, but the biggest issue was the air. Our room was musty and incredibly humid. Our clothes, clean or dirty, smelled musty; our hotel paperwork and vouchers felt like wet newspaper; our floors had a thin layer of dew at all times; our sheets were damp every night. I understand Cozumel is generally humid and some of this may be inevitable, but ventilation needs to be reconsidered. Additionally, we had mosquitos in our room, the bathroom had very poor lighting in the shower and toilet stall, and there was no hot water in our shower. I repeat: no hot water. Property & Amenities: The views are incredible and the pools are beautiful and fun, but the public spaces are dated and need repairs. One of the elevators has hole in the floor large enough to see the elevator shaft wall when moving. Signage is awful, so be sure to pay attention to the map they give you at check-in. The Spa exceeded our expectations! The gym was clean, and the spa itself was an enjoyable experience. The hydrotherapy circuit was very nice and loved that it was guided by a staff member. Our massages were very relaxing. Entertainment: There was some form of entertainment every night. Live music, a Mexican celebration with traditional dances and dresses, a Mayan dance ceremony, etc. All very lively and fun. COVID: The staff check your temperature upon first arrival and then never again. Hand sanitizer stations are available throughout, which is great, but staff are not wiping down check-in desks in between guests—or at all??—and they certainly aren’t enforcing masks. Although staff is great about wearing masks, guests are out walking around the property or gathering in the lobby without them. We put trust in their CleanComplete protocols advertised on the Secrets Aura website and are very disappointed by how the pandemic is actually being handled. All in all, I do not recommend staying here.

    A great week with excellent hygiene

    Reviewed by BrookHammond(Texas) on Nov 20, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This was perhaps one of our best stays at her Secrets Aura. The hotel staff took amazing precautions to deal with COVID-19. We witnessed other rooms being sanitized and it was impressive. The staff was always masked and gloved when appropriate. Menus were always done via QR code.No buffets. Staff was Extraordinarily attentive. Occupancy was capped at 60%. Food was better than we remembered and it’s was a fantastic experience.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Not So Paradise

    Reviewed by Nananddoug(Frisco, Texas) on Nov 15, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    First of all, let me say that we traveled during COVID and three days after Hurricane Delta. The hotel was clean and the staff all wore masks, but the other guests were very lax with masks. There was no social distancing in place at the pools and bars. They rotated the restaurants, so only a few were open at any given time and the schedule about what was open was often incorrect. The food was marginal at best and we ran into some attitude with the restaurant staff. The beach was rocky and there was a lot of seaweed (maybe from Hurricane Delta) and service at the beach was sketchy. We were booked with Dive House SCUBA and prepaid for five days of diving and the hotel didn't know where Dive House was located and once we found Dive House, they didn't seem to have our reservations. They were a bit disorganized and safety protocols were not closely followed. My husband slipped on the boat (no non-skid surfaces) and ruptured his Achilles heel. He had to have surgery when we returned home. Another diver on the same dive suffered from DCS. The rooms were nice (we paid for the premium package, but something was wrong in each of the rooms. (We booked 4 rooms for our group.) One room had a leak in the ceiling. One room had air conditioning problems. One room the refrigerator didn't work. In the last room, the glass shower door fell off and shattered all over the floor and it took hours before housekeeping could get there to clean it up. I love Cozumel and this was my tenth time there, but I will not return to Secrets.

    Individual ratings:

    Rooms

    Rooms-3

    Service

    Service-3

    Value

    Value-2

    Tropical paradise

    Reviewed by Seaside817164() on Nov 14, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Just have to say this is our third time to this resort and we have yet to be disappointed. From the top notch food and alcohol to the amazing staff and the fun and energetic entertainment it’s a vacation to remember. Heyde was our favorite entertainment staff this trip and she made everything she did fun and enjoyable. The resort is so clean and beautiful, the pools are clear and clean, the restaurants are beautiful and the ambiance is out of this world. I cannot say enough about aura Cozumel! We WILL be back! ??

    Had a great time!

    Reviewed by caciec2019(Modesto, California) on Nov 12, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    This review is a little late but... my husband and I came here for our honeymoon mid November 2019. I was extremely nervous after reading all the awful reviews. However, we really enjoyed it. We stayed in the preferred club section with an ocean view. The room was super clean, big, and nice. The bed was also pretty dang comfortable for Mexico. (I’m super picky about beds. - Our room was right in front of the preferred club swimming pool on the second floor, so the direct access was great. The restaurants were pretty decent (nothing special), the buffets kinda sucked but to be expected, the staff and service was amazing! But the views were phenomenal! Absolutely gorgeous! This was only my second time ever staying in a resort in Mexico. My first time I was 17 (now 32) with my family in Porta Vallarta. So, I can’t say that it’s fair for me to strongly compare them. For people who are avid resort travelers and are expecting a secrets quality (which I have no experience with) I feel that you could be disappointed here. I wouldn’t consider this place ‘luxurious’ or ‘fancy’. I found it very nice though and would return. Some tips I found helpful and tips I would give: - Bring lots of bug spray. The mosquitoes were awful. The hubby and I would spray ourselves with SPF and then bug spray every day and then again after a day at the pool before heading to dinner. - Bring lots is SPF. Duh. - Stay in the preferred club section. It seems that people who enjoyed their stay more stayed in that section. We had no issues with our room or our showers flooding - we only had one shower head. (we met a couple who also stayed in the preferred club section and their room had two shower heads and they did experience excessive water flooding when showering. They said they just did a towel barrier and was fine). - I believe this section of rooms have been remodeled before the other rooms so they are a bit nicer. Also getting access to the preferred club pool was great, although I don’t think they regulated who was actually in that specific pool. - A tip that seemed everyone thought of besides us was to bring your own ‘yeti cup’ of a sort. Basically it’s hot in Mexico lol and your drink gets hot quickly. The bar tenders will pour the drinks in your own cup if you want them to. (Which I recommend. It keeps your drink significantly colder longer.). - I wish I would have seen a tip like this in some reviews (I read a million of them) and brought one. But also, a lot of people brought their own so maybe I was just living under a rock?? Haha. Our favorite restaurants were the French one and the sushi one! We did also enjoy Oceaniano (spelling? Lol). I’m sadly writing this review a year later and wish I would have done it sooner to provide more info. All I know is, the husband and I would gladly return here any time! - As for how things are during this time with COVID and what not I cannot speak for anything. I’d imagine it’s still just as lovely!