Secrets The Vine Cancun

My girlfriends and I were excited for a get-away after quarantining for the past year. We chose this resort on a recommendation from another friend. However, our was anything but good. What worked - we rented one of the nicest rooms in the resort, which came with a $1,500 price tag. Hotel was clean and room itself was lovely, but that's where our pleasant experience ended. Negatives were as follows: We purchased "preferred" status, which was supposed to come with VIP check-in. We were not informed at time of purchase that VIP check-in was closed post COVID, so we kicked off our trip waiting in line 30 mins to check in to a grumpy staff member. A butler was supposed to come with our room, but we only saw him the first day. He was unreachable after that. The food was EXTREMELY bland and service at restaurants was very slow. Our only guess is that they cut corners post COVID, as our friend said the food was great when she was here two years ago. The worst of all is that our bathing suits were BLEACHED after getting out of the hot tub (turned from purple to orange). When we informed the management, they told us the "chemical level" was fine and the bleaching came from our sunscreen. We explained this was impossible (literally, the entire suit was bleached, including the bottom area where no female would ever put sunscreen), but they would not take responsibility. When we asked to see the "chemical report", they refused. What was most disappointing of all was the level of service this resort provided. We had purchased a VIP room and tipped the wait staff generously, but the level of service at the management schedule was not up to par for a "4-5 star" hotel. I would definitely not recommend, as $5,000 for three nights will get you much more elsewhere.

We had Cesar M from the Market Cafe as our waiter like 6 times atleast at Secrets the Vine and he done a great job. Never had a problem with him and he's fast. ?? Might wanna consider giving this guy a promotion.

Love this place....Ludwing the front desk manager is amazing & always goes out of his way for us... Truly grateful for all he does! Klaudia & Susana at reception are the best and always with a smile & positive happy attitude! They truly are a huge asset to the secrets the vine hotel! Also Marbella waitress at the buffet is incredible... Fast... Attentive... Always happy and smiling! She is truly Amazing! Also Alberto at buffet is fantastic & always on top of it! Amazing CUSTOMER SERVICE SKILLS! AMAZING WORKERS!

Alejandro was the best server ever!! He treated us so well! Adrizy helped out so much. So much team work! The manager yasuvi was a great manager! The environment was so welcoming and everyone is so friendly and nice. Would definitely recommend!

Our experience at this restaurant was great! From the food to the amazing staff. The chefs Juan David and Mariel made delicious clams. The entire team was very friendly. I would recommend this restaurant to everyone.