Secrets The Vine Cancun

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 13364 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    Nice resort but still had problems.

    Reviewed by S5753PBrobl(Southside Place, Texas) on Mar 28, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    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.

    Honeymoon

    Reviewed by mw8927(Ireland) on Mar 28, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    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.

    Individual ratings:

    Cleanliness

    Cleanliness-5

    Location

    Location-5

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Fabulous Resort with outstanding service and staff

    Reviewed by Rojen6(Hampshire, United Kingdom) on Mar 27, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    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.

    Spring Break 2020

    Reviewed by 518rileyb() on Mar 27, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Our stay at Secrets The Vine Cancun was during the beginning of nationwide lockdown in the U.S., but that didn’t stop us from having a good time. Everyone on the entertainment team kept us gleefully distracted from the events transpiring around the world. St. Patricks day fell during our trip and Maria, Angel, Fernando, Emmanuel, Charlie, and Thiago put on quite the parade, in addition to providing various activities all day long for my parents and I (mainly me) to participate in. By the pool, Salvador was extremely attentive and made the effort to address us all by name, in addition to memorizing drink orders/habits. Most nights, my dad and I made it up to an empty sports bar to play pool. Adrian and Melina were extremely personable and our conversations came pretty close to making up for the lack of sports on TV. We checked in on a Friday and noticed that the resort was relatively crowded and found out later that they were close to 70% occupancy. This diminished to around 30% by the time we checked out and it was kind of nice because we never had to wait for dinner or drinks. I do worry that under normal occupancy the wait for dinner and the fight for limited pool deck space would be frustrating. Overall, our stay at Secrets The Vine Cancun was as relaxing as humanly possible given all of the pandemic news that would hit right after lunchtime and send a wave of hysteria throughout the guests. They definitely are not lying when they say that this resort is couple-centric. I was glad that there were some people around my age (21) but I figure that any other time besides spring break, that would not be the case.

    Individual ratings:

    Rooms

    Rooms-3

    Service

    Service-5

    Fabulous resort

    Reviewed by LawStoke(Wirral) on Mar 27, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I have no clue about the February review regarding the waiting in the red dragon restaurant or getting ill after the Italian. Our experience was everything we could have wished and more and certainly we didn’t experience any waiting for illness after the food. To set the scene we visited for 10 days and this was just before the main corona closures and travel prohibitions. Despite the hotel only being occupied by a fraction of the normal numbers the food in the morning for breakfast was always plentiful, of high quality and a huge variety was provided. The staff for attentive and always happy to help and checking if there was anything else we needed. The restaurants were all open when we arrived but as guest numbers dwindled they did close a couple. However the ones that were open were always gorgeous. Service in every one was fantastic. We ended up being the last 2 couples to leave on Thursday 26th March and incredibly, all of the staff lined up to clap us out as we left. They then closed the doors - hopefully until only May 2020. This was despite staff who had worked at the hotel losing their jobs. They all clapped and cried and it was a true testament to them and the service that they pride themselves on giving - right to the final hour. We will be back secrets cancun. You are a credit to the secrets brand! Xx Thank you for making our holiday wonderful despite the worrying times around the world.