Secrets The Vine Cancun reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 5.0
  • Location 4.5
  • Rooms 4.5
  • Service 4.5
  • Value 4.5

17523 TripAdvisor reviews

TripAdvisor users rated this property 2 out of 5

Vacation or conference hotel?

ME1494 (Lancashire, United Kingdom) on May 26, 2024

This hotel is not what it appears! If you are considering choosing it for a luxury vacation/ holiday think very carefully as you will not just be spending it with fellow holiday makers, but conference delegates whom pretty much take it over! During my stay the hotel was pretty much full of big corporate organisations and that completely ruined the holiday.

TripAdvisor users rated this property 1 out of 5

Beware

SHAWN O on May 25, 2024

Been a member with UVC for a few years now but sadly was the worst vacation and visit to one of their resorts to date. Started off by using their transportation after arriving at the airport, waited for 40 mins for the driver to show up from the time requested to be picked up. Checking in at the preferred lounge was the second oops, the gal that checked me in started to get very rude after asking when an eta was to be given a room. After getting my bags delivered I got changed and went to go explore, getting off the elevator in the lobby was like getting smacked with a hot iron, had to be at least 80-85 degrees in the lobby. To find out by a worker that their AC was not working and been out for awhile. Visited the buffet to only sit there drenched in sweat. Wow it only can get better right? No sadly it did not. Room service lost my order, lunch the second day served me raw steak tacos, another room service order had a roach on the tray delivered to my room… asking at this point to please get transfered to another resort in which I had never encountered any issues in the past. Was told no, but hey we will ensure you to receive the Secrets experience that you deserve! 5 days visit then turned into me leaving a day and half early as I could not enjoy myself at all! Very disappointed in the service and quality of this Secrets resort. After checking out early, the preferred lounge did not even offer or want to take my luggage down to the main floor to my transportation back to airport. There was 3 things that were good, the spa was amazing, the butlers that I had was a gal from Italy, cannot remember her name along with Sebastian, he tried very hard to help turn the visit around but was very limited to what he was able to do and finally the one manager that spoke to me the night before I left, only some what of an apology I received. I still have not gotten the UVC or GM’s email as requested. I was told that I would get some sort of compensation or refund for the experience and for checking out early but still have yet to see that a week later. I did get an email today from someone at the resort saying that they heard my complaints and cannot wait to see me again in the near future. Not happening at this location. Sorry! I know that I cannot be the only one last week that experienced this kind of service or issues with the temperature. Be careful when coming and make sure that you are taken care of prior to leaving if you encounter problems.

TripAdvisor users rated this property 5 out of 5

Food

Cielo M on May 25, 2024

Amazing food recommend the chow main. The service was very good and the atmosphere was nice. The sushi is a must and is amazing. Amazing food recommend the chow main. The service was very good and the atmosphere was nice. The sushi is a must and is amazing.

TripAdvisor users rated this property 4 out of 5

Great resort but a few hiccups

angietraveler (Roscommon, Michigan) on May 25, 2024

Can’t really handle large groups. Inside spaces as hot and humid as outside. But wait staff outstanding, especially Samuel from the Market Cafe, Maria and Angel from cabanas.

TripAdvisor users rated this property 5 out of 5

Great choices and want to visit again Cancun

Kyongja K on May 24, 2024

We chose the Secret Vines Hotel through costcotravel.com May 20~24, 2024 and very satisfied with it. The weathers was great 80~91 degrees. The food selection was great and specially Dragons Asian Fusion highly recommend. Manager, Marco has a great hospitality and professional mind. Our waiter, Juan was friendly and attentive. We went to Dragons twice and willing to go back again if we have more time. Our preferred club junior suit room has great ocean views, more services including the upgraded food selection and beverages. Highly recommended.

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