Secrets The Vine Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 13553 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Terrible!

    Reviewed by MrsEstrada() on Sep 16, 2020

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Last month I had the opportunity to stay at the secrets cap cana in Punta Cana, Dominican Republic the resort was in prestine condition and the service was absolutely amazing so I was very excited to come to the secrtes the vine in Cancun, Mexico. We have been here since Sunday and our experience has been very disappointing to say the least. Our room has not been properly cleaned in 3 days. When the room was given to us I noticed there was sand, dust and lint on the floor and behing the furniture and it is still there. The towels were also stained. The food at breakfast is buffet style, the food is old and stale. My coffee was refilled once in over and hour and the took 25 minutes to cook two eggs. I ordered an organce juice and they brought a water down kool-aid style orange drink. My sister in law ordered a mimosa in two diferente ocasions and it never got to the table. During our stay at secrets cap cana we were on the premier section and they brought chocolates and champagne to our room and also a complimentary beach bag for me, it didn't offered it here. I went to the concierge desk this morning and told them what a bad experience I had and I also told them I needed a beach bag that I offered to pay for. They promised to bring it to the room and that hasn't happened yet, it is 6pm already. The sand is still on the floor in the spot after almost 4 days. They "serviced" the room early but I am assuming they "forgot" to sweep.

    Do not buy dinner at the beach

    Reviewed by anastasiac558(Budapest, Hungary) on Sep 16, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    The place is definitely beautiful, hotel, rooms and the beach. The biggest disappointment is the food quality, lack of it. Breakfast is so limited I’ve never seen this at any of the other resorts we stayed, saggy breads, not much fruits, tasteless food. Lunch options are not that great either but eatable, I ordered chips and salsa and salsa was spoiled. Then dinners - the only eatable place is Italian. We got the romantic dinner package that was supposed to be on the beach and a lobster with filet. Instead, we got a saggy bread, tasteless meat and shrimp by the pool! False advertising!! Food was so bad that we wanted to go to the Italian after to then only find out it was closed! While it was supposed to be open every day. While our room was gorgeous, we will never come back.

    Mr & Miss Romo

    Reviewed by diegoa530() on Sep 14, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My wife and I came here for our honeymoon and it has been nothing but positive since we walked in the doors of Secrets the Vine. The staff is the most friendliest, welcoming, helpful people we ever met. Staff members like our waiter Arturo, for the private dinner my wife and I had, made the experience even better. Alejandro and Luz the bartenders are fantastic with their drinks, their drinks are so perfectly balance it is an orgasm of flavors as it goes down. Arturo, Alejandro, and Luz have a friendly demeanor and warm attitude making our experiences feel like we are with old friends. Secrets the Vine is a getaway I would highly recommend to anyone coming to Cancun; I know my wife and I will definitely be back.

    Nebbiolo was great!

    Reviewed by morganalexandram() on Sep 14, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Gabriel and Armando were awesome. Excellent food and service. Loved the asparagus soup and we were even given a special surprise dessert. So good that we spent a second night dining here.Thanks for a great meal!

    Secrets The Vine - Nice Stay

    Reviewed by BostonLovesTheBeach(Boston) on Sep 14, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    We stayed at The Vine 8/15 – 8/22. We booked this vacation back in January, pre-pandemic for the U.S. We waited until the last minute to decide if we would cancel or travel as planned. We are glad we choose to travel. We were nervous but we had great feedback about traveling to the Cancun area hotels from our travel agent, Berwick Travel. High praise to Berwick Travel during this most challenging time! We have worked with them for many years and their professionalism, communication, follow up, recommendations are simply the best! Thank you Steve! The hotel was very clean and sanitized. All staff wear masks and most wear masks and face shields combined. Guests did not have to wear masks but some people did. Tables and chairs were socially distanced. The breakfast and lunch buffets are open but with limited choices and they serve you the buffet options – understandable. They also offered small dishes and small plates of buffet items that you could serve yourself…i.e., small plates of lettuces, small cups of fresh fruit, etc. The restaurants were open for dinner with some limitations. Some were closed but offering their menu at a different restaurant (i.e., two menus at one restaurant). We certainly didn’t go hungry but options were a bit limited. The entertainment Team was good. They offered the typical stuff…pool games and activities…interacted nicely with guests and didn’t overwhelm or intrude if you just wanted to relax. They were fun! The pool area was fairly busy part of the week. One of our disappointments was the hotel not actually following through with their rules. There were many guests not following the rules which took an upscale resort down several notches. We were at this resort two years ago and back then it was a much more impressive and “preferred” experience. We would encourage the hotel to follow through with their rules to ensure an upscale experience for all guests. On a positive note, the staff are wonderful! Special thanks to Caesar, 24th floor Butler/Concierge. His professionalism is second to none. He was courteous and helpful…PERFECT! Alejandro Gonzalez and Itzel Ceron, bar tenders at The Vine Bar were amazing….wonderful drinks and personality plus. They made a great team! The crew at Bluewater Grill were the fantastic! Thank you Javier Cua and Jorge Pech! Dragons also has a wonderful team – Sebastian, Juan, Manager Yuri and Chef Francisco made each of our dinners there so special. A beautiful assorted dessert plate was presented to us as a surprise on our last night! Ashler, the bartender at Market Café was another favorite. He was courteous, professional and remembered our names at every encounter. He always asked us if there was anything we needed – even if we were just walking by. Our team at Market Café, Caesar Mendicuti and Manolo Bamaca provided prompt and courteous service every day. And lastly, Lina, the lobby concierge was incredibly helpful, professional and courteous! Thank you Secrets Staff for all of your hard work during this difficult and challenging time. We appreciate you!

    Individual ratings:

    Location

    Location-5

    Service

    Service-5

    Value

    Value-4