Secrets Aura Cozumel reviews

TripAdvisor Traveler Rating

4.0 Very Good

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

6101 TripAdvisor reviews

TripAdvisor users rated this property 4 out of 5

Preferred is Preferred

Stephanie K on Feb 01, 2023

Overall, we had a nice experience. There were a few issues with the quality of the room, and we did need to change rooms. The property needs updates, and some rooms are more outdated than others. However, the hotel is clean, and the staff is very attentive. Carlos the Manager at Oceana was very accommodating and friendly along with Mario, Selmi and Miguel. We loved having breakfast there daily. The French restaurant, especially the service from Darvin was wonderful! We also liked the Sushi restaurant very much. Tips: Make sure to ask for a newer room when booking. Don't try and eat dinner too close to closing time or menu options may be more limited. I highly recommend doing the preferred option when booking as the restaurant closest to the beach is only available to those with preferred level during the day. Also, the Fury snorking trip was a blast and you can book right at the hotel.

TripAdvisor users rated this property 2 out of 5

Steep one year decline

Vacation534756 on Jan 29, 2023

We visited Secrets Aura Cozumel as a Couple in Jan 2022 and had a wonderful time so decided to go back Jan 2023 and upgraded to preferred club even and brought another couple. Our preferred club room was 631, and the room layout was very nice and had a great ocean view. The first day we were in our room the bathroom ceiling started leaking in multiple spots and so we called for maintenance and they came right away and stopped the leaks. We came back from the beach that day and there was ceiling drywall covering the bathroom from the repair and we thought they would have someone come clean it up, but didn’t. Then we tried to shower to go out for the evening and we had no hot water. We tried turning on the shower, sink, and tub to see if just needed to let it run, without success and had to take cold showers. The next morning we had to call for housekeeping to clean up the bathroom mess and maintenance about the no hot water. Housekeeping came and cleaned up but only partially, there was still a mess from the drywall. Still NO HOT WATER. That second night my husband took another cold shower and I walked to the other couples room to take a hot shower. The third morning I went to the front desk and told them that we still didn’t have hot water and he said that we did and I requested to meet the maintenance at our room. They met me there and were trying to fix it. In the meantime another couple at the pool had heard from another couple who had stayed there that didn’t have hot water to turn on the sink, tub, and shower, and then flush the toilet three times. While the maintenance guy was standing with the shower going, my husband and I ran the sink, tub, and flushed the toilet twice and got hot water. We have never heard of such a hack and had to post this as we did it every day in order to have hot water in unit 631!!!! This year we also had much lower quality of food compared to last, such as burnt, dried out, and not seasoned. Staff was friendly, but service was slower, and it wasn’t that busy. I hope they can get it together again as we really had enjoyed our first year stay.

TripAdvisor users rated this property 1 out of 5

Don't waste your money!

Opinionmia (Potomac, Maryland) on Jan 25, 2023

Don't trust the pictures on the website. This hotel has been neglected for quite some time. I will go into detail for my review, hope it helps management do something. Our family had 3 rooms - 2 regular and one upgrade. PROS: 1. The beach and beautiful ocean 2. The majority of people working at the hotel make a great effort to please (sure, they know they get a tip if they please the customer, but I am happy to oblige if I get the service) CONS: 1. Expensive for what you are getting 2. Outdated furniture - miniature TV 3. Peeling paint 4. Mildew smell in rooms 5. Lack of overall maintenance - Faucet in one sink was shooting water from the base of the faucet. You can see where paint has been "retouched" - very obvious. 6. Sheets had holes and stains 7. Check in took too long and we had to go get our luggage because it was not sent to our room as we were told. 8. Food was sad, to say the least. 9. Kept reporting water coming out of base of toilet!!!!

TripAdvisor users rated this property 5 out of 5

Fantastic experience with great entertainment

alicia m on Jan 21, 2023

We had a fantastic time at this beautiful resort! The atmosphere, the beach, the activities were all fantastic, Aaron from entertainment was so vibrant and energetic, he really knew how to amp guests up and made an effort to get to know everyone during our stay

TripAdvisor users rated this property 2 out of 5

If a vacation is something you save for - don’t waste your money.

krisj920 on Jan 19, 2023

We just returned after 5 nights at Secrets Cozumel, paying to upgrade to a “Preferred Club” room. The room (ocean view - 2nd floor) had a fabulous view from the balcony but our room smelled of mildew and we had to ask for them to come clean our curtains to get rid of all the mildew spots covering them. Our room was old and out- dated with a disgusting couch, chairs with cigarette burns, and missing light bulbs. As a “Preferred Club”room, it was way less than we expected. Both our room and the property, need a face-lift. The pictures on the hotel website don’t really reflect the true condition of the hotel, restaurants, Sky-bar, etc. There is a private beach area for Preferred Club guests but towels, Polapas, and pool loungers were taken and “reserved” by hotel guests by 7:30-8:00am with people who were able to leave for hours without moving their things to make them available for others. They DO NOT require wrist bands so either people who aren’t paying extra for Preferred Club are utilizing the accommodations or the hotel is not providing adequate accommodations for the number of rooms booked. We have traveled enough to not expect too much from all inclusive food, but the food provided at the 4 different restaurants and by room service was a 4/10. The majority of the staff were amazing, the drinks were good, and the ocean water and the view were a 9/10. However, we won’t put this Secrets on our return vacation list.

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