Secrets The Vine Cancun

We had reservations at another resort, but the opening was delayed so we were given the option to move to Secrets the Vine. Overall it is a nice resort. The staff were pretty great and friendly. Salvador Charly Angel Rodalfo Emmanuel There are a few pools and you do have to arrive early if you want the ocean view seats. The beach seating was meh – just a roped off area of chairs. The gym was small, but was fine for what I needed to do. I do recommend the café – it is right on the way to the Beach/pool - grab the cookies! There was an unpleasant sewer odor throughout the day you could smell in the hallways. The food was ok.

My girlfriends and I took a trip to the Secrets of the Vine in Cancun and had an amazing vacation. The property is gorgeous, clean, and in an easy location to reach from Cancun airport. There are a few more things made it stand out as the best place to go in Mexico for a trip. The service was great. Cain, the concierge, introduced himself and was invaluable. He checked on us every day, gave us tips and tricks for the property, and directed us to dinners each night. My favorite restaurant was Olio Mediterranean, while my friends’ favorite restaurant was Dragons. All the restaurants were great about allergies and food needs. My personal favorite activity was the daily noon water aerobics; where Angel, Emmanuel, and Maria were entertaining and gave us a real workout. Kiwi and Juan were great waiters by the pool who checked on us and took great care of us. My friends and I already want to book our return trip next year.

Overall a nice resort but we had some issues. Problems started at check in...my girlfriend couldn’t immediately find her passport. They refused to check us in. After 15 minutes of frantically searching through our luggage strewn over the lobby floor, the front desk attendant finally allowed us to check in with the promise we’d bring the passport back to the front desk once we found it. We booked a DELUXE OCEAN VIEW KING. The hotel was practically empty, so I was hopeful we’d get an upgrade. Oh was I wrong...We were given a room at the back of the hotel and could only see the beach from the balcony, craning our necks. When I went back downstairs to ask why we got this room. With no explanation, the front desk attendant said we had been given a PARTIAL OCEAN VIEW room. I’ve never heard of being downgraded, especially with the hotel not even one quarter full. They switched our room to the category we paid for - how nice lol. The room rate included $200 in resort coupons. However, there’s a catch...we would have to listen to their timeshare pitch if we wanted the resort credit. they were pushing their timeshare really hard. After I refused, they said they would give me the credits anyway. I said I wanted a couples massage. They brought down to the lobby the spa representative who told me we could use $100 of the coupons towards a massage and since the resort was so empty, we’d get 30% off as well. When we checked in for our appointment, the spa refused to honor the discounts. The beach is beautiful and the pools are nice. Drinks are weak but servers are all friendly and attentive.

We went to Secrets for our honeymoon, we had never went to an all inclusive resort before and I wasn’t sure I was going to like it! I was very wrong, this place is amazing and great choice of restaurants. It was always great fun around the pool but relaxing at the same time. Would highly recommend and would love to go back.

We had two weeks in January to escape the English winter and had a fabulous vacation at Secrets The Vine. We had booked a Preferred Suite and on the 22nd floor our butlers Erick & Sergio we’re determined to make our vacation magical. I also want to mention Pedro and Abiel in the Market Cafe as they both went over and beyond to look after us at breakfast and lunch times. All the Restaurants were very good but what I did find annoying and frustrating was the fact that they all operate a non reservation service and even in January queuing was necessary. One evening we were turned away from every restaurant and all had waiting times of 30 minutes. If a hotel sets out to provide 5* service it should not have guests waiting so long. In my opinion at least one restaurant should take reservations. Also I found the mini bar very badly stocked with one whisky, one Bacardi and one tequila plus beers and soft drinks. If both my wife and myself drank whisky only one of us could have had a drink. I actually drink Gin and upon asking our Butler if we could have Gin I was told that Gin was only available at the Preferred bar on floor 21. Not the service I am used to or expect. We were very well looked after by Miguel Moreno the Manager of Dragons who having found me a table when I was having difficulty he then looked after us during our vacation with dining arrangements. I cannot speak to highly of Miguel as he was outstanding in his care of a frustrated 73 year old and certainly improved my opinion of Secrets restaurants! We did not enjoy our dinner at the Sea Salt Restaurant and I think it is more a lunch time spot. Thanks to Miguel we were looked after at the Italian and the Blue Water steak restaurant and all meals were excellent but our favourite was Dragons where we had most meals. The hotel is quite compact and a high rise block but it does give rise to excellent views of the Ocean and the lagoon. It is good having the 12th floor pool for Preferred guests but beds are limited. Staff on duty are excellent but there are some nauseating guests who like to wander the pool with drinks in hand which in my opinion is unnecessary. It is not a cheap hotel and wine prices are top end for not necessarily top end wines but I guess that goes with the territory but when you pay for an ‘All Inclusive’ package it is disappointing to pay such high prices. That said the accommodation is first class with large airy and bright rooms fully equipped with great showers. Notwithstanding the few frustrations I still rate the hotel as excellent but they could be so much better which would enhance the Guest satisfaction ratings even more. We did not participate with the Entertainment activities as all we wanted was a relaxing carefree vacation in the Mexican sunshine. Finally a mention for Cane who having heard of our frustrations was in regular contact checking if all was well. His care and messages were appreciated. A great vacation and one we would like to repeat but hopefully the small issues can be improved to avoid my frustrations.