Secrets Aura Cozumel reviews

TripAdvisor Traveler Rating

3.5 Very Good

  • Cleanliness 4.0
  • Location 4.5
  • Rooms 4.0
  • Service 4.0
  • Value 3.5

6916 TripAdvisor reviews

TripAdvisor users rated this property 1 out of 5

Horrible check in/out

Stefee C (Amarillo, Texas) on Jul 05, 2024

Our room was not available so we were given a 4th floor room but booked and even confirmed that my room was available for junior suite beach front swim out. They promised to upgrade us to a beach walk out and preferred but then 3 hours into waiting for a room we were just given 4th floor junior suite preferred. 3 hour snorkeling trip gave us the run around and canceled all attempts to book. Check out was horrible. We waited for a taxi for an hour just to have a bell hop steal our taxi for someone else even after being told. He rushed their luggage into the car, slammed the door, and said he didn't know. Absolutely horrible treatment.

TripAdvisor users rated this property 2 out of 5

Nice enough resort but terrible food

Barry S (Los Angeles, California) on Jul 04, 2024

This is our second stay at a secrets resort. The first one was in Costa Rica. We fully expected this to be the same level of quality of food and entertainment. Unfortunately, we were seriously disappointed. I do not often write reviews, but I feel I should warn you that if you like food, then don’t go here. The resort itself was nice enough, and the area is pretty secluded.

TripAdvisor users rated this property 1 out of 5

Definitely not going back

markymark4040 (Charlotte, North Carolina) on Jul 04, 2024

Terrible WiFi, food was sub-par at best, construction at the resort really brought down the experience as well.

TripAdvisor users rated this property 2 out of 5

Mediocre stay, the hotel is in need of some work, good was good

Ignacio H on Jul 03, 2024

The good: The hotel has is small and doesn't feel very massive and crowded vs other resorts in the area. The food was excellent and there was plenty of options to choose from since you could also go to the dreams and sunscape for more options. The beach is very good, without sargassum or rocks which is common for the mainland. The bad: The hotel is poorly maintained, it floods easily in the pool areas making getting around during rain very challenging. Things like railings, stairs where very rusted and in need of maintenance, paint was peeling from the walls in several places. The ugly: Service in general is pretty slow, so make sure to book things in advance (like room service). The wifi in the rooms was horrible and we could never get it to work, the TV's where ancient and only offered cable, plan on bringing your own smart tv or hdmi cable to be able to use the TV. Room service was very slow in picking up plates after you finished eating and left them outside your room, despite asking to be called when you where done and us doing so. It would usually take them 6+ hours to pick up food. It was not uncommon for us to walk past rooms that had plates waiting to be picked up with ants feasting on leftovers. The lobby elevator buttons didn't work for all floors, so we were able to get to the gohan restaurant by elevator but couldn't return via the same way.

TripAdvisor users rated this property 2 out of 5

Only a Two because of a select few. Avoid Secrets in Cozumel.

matthewfD8028BY on Jul 01, 2024

The resort is outdated. We had a newly renovated room, and the AC was nice and worked well. We found a select few staff members that were nice. Elizabeth, server in the Market place, Miguel, in the Windows restaurant, Margarito, on the beach as a server. House keeping was good. Marin was really nice. My wife became ill one day and she was sweet to us. Stocked the fridge when asked. Back to the resort. The food was not good. Very little did we enjoy. The Market is a buffet style. But the food doesn’t look appetizing. And it’s not. The restaurants didn’t have great food either. The staff was under staffed. Not enough servers or help in multiple areas. They always had juice. But no glasses. The pastries, bread, and cold meats we shared with the birds. They lived on the buffet line and no one shooed them away. Gross. I would agree with a lot of recent reviews. The overall impression of the resort is understaffed, over worked, and they don’t really care. Except for a few individuals. Our first day the cabinet door broke and we reported it 8 times to various people over the next 6 days. Finally on the last night a maintenance guy came to fix it. It was just disappointing. We have had better experiences elsewhere. And will look elsewhere in the future. I don’t recommend Secrets in Cozumel.

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