TripAdvisor Traveler Rating

Pros: Overall a decent resort. The food was good. Several of the restaurants advertised are actually at the neighboring resort which you have access to. The beach was nice and clean. Shows in the evening were nice. Staff were very friendly and as helpful as they could be. Cons: No hot water during our entire stay even with several discussions with management. The swim out pool was only 2' deep. No wait staff at the swim out pool. There was a slide from the swim out pool to the main pool which is how you went to get anything from the bar. Then you had to walk back up and around 2 buildings to get back to your room. Good place to go if you want to hang out at the pool and drink all day. If you are looking for more of a personal touch this is not the place for you. If you do decide to stay here, make sure you pay the extra money to get a swim out room that is connected to their lazy river. It's deeper than than the standard swim out room's pool.

The resort is dated and needs to be updated asap. We asked for 4 days in a row to replenish our fridge then a gain had to go the preferred lounge to ask again. The AC broke in the bedroom. We went there to dive which was fantastic and dove with a company called Scuba Luis and they were fantastic. It just needs to be updated.

First of you're being sold that his is part of Hyatt and that their "golden" reputation will take care of you, the short answer is, they won't, they send everything back down to the individual manager at the resort to handle. It took nearly a month for customer service to respond to an email satisfaction survey and direct email requests to pictures from our stay. Sadly cannot recommend this resort or this chain with the way everything has been handled. Booked this trip to celebrate an anniversary and as part of a Hyatt Vacation Club tour. We understand this is not the high-end Zoestry brand but overall this is certainly not the level of service we would expect from even a mid-tier resort chain. When we arrived we were not greeted by anyone and had to ask for assistance checking in, and where to leave our bags. Then we noticed others were greeted with towels, drinks, and cookies which none was offered to us so we found that a bit off. The bathroom in our room smelled of sewage. The sink and shower took about 10+ minutes even to turn lukewarm and we were never able to take a hot shower during our stay. We scheduled our excursions and spa accommodations. We booked our couples massage directly at the spa located at the Sunscape property but booked our snorkel excursion with the Amstar desk at the Secrets lobby. After dinner, we planned to attend movie night on the beach but the movie stopped abruptly after about 40 minutes due to some AV issue. We ordered room service for breakfast and it arrived on time but everything was cold and we were missing items. When we arrived on the pier for our Snorkel tour, they did not have our name on the reservations, thankfully we had our printed receipt to prove we had registered. After dinner, we decided to attend the Karaoke night at the upper deck bar but the AV equipment again failed after two or three songs and the rest of the night was cancelled. SPA DAY CANCELLED - The next day, we went to the spa to find out our couples massage was canceled without notice. We were told they tried to contact our cell phone but we checked our texts and call logs and we did not receive any calls. For dinner, we ordered room service and we were told it would be an hour due to the rain which we understood, but it ended up arriving about 1:45 minutes after we ordered, again all the hot items were cold, and worse, the Chicken Caesar salad was half eaten! (photos are attached) We also attended a Hyatt Vacation Club presentation on Sunday morning and based on the experience we had so far we declined. Then based on the the way the rest of the day and overall how the whole trip went we are certainly not interested if this is the experience we can look forward to. What did go right? The service we received from Raymundo and Luis at the Bordeaux restaurant was exceptional, we had dinner there for two nights and those were our best dinners of the trip. BUT really if you value quality food, you will not be impressed here. Nearly every meal arrived cold. We ended our trip very disappointed and frustrated, certainly not the way we had hoped to celebrate our anniversary.

Best girls trip! Just got back and had a great time at Secrets Cozumel. There was really not a bad moment during our week. We stayed in the Preferred section which was excellent, highly recommend. The other section is older and from the outside you could tell even though we didn't see the rooms. The lazy river runs by the pool attached rooms and it was pretty dated. The preferred section is newer and our rooms overlooked the pool and the ocean so we had everything. Our room even had the bedroom separate from the other living space. The bathrooms were large and nice. The beds and pillows were also great. The lounges in Preferred were better as well. Wicker with cushions as opposed to just flat lounges. You did need to get up a little early usually around 7ish to claim your lounges if you wanted, but that happens everywhere. But they did have staff checking always to ensure that people did come to their chairs in a timely manner and towels weren't left there all day while people did something else, so that was good. Food was great. The only restaurant we didn't get to was the Japanese but the other restaurants were all really good. Shout out to the Oceana breakfast crew; Victor, Carolina (Best Waitress), Kenia (Team ladies), Miguel, Itzel, Ricardo & Jesus! They were above and beyond with their service. We had the best time with our morning Mimosas and chats with our new friends! Coffee bar was really great every morning too! Drinks were high end, they really try to accommodate what you ask for. The beach waitress and waiter were also fantastic and work so hard in the heat. They would also bring you nachos or french fries right to your lounger if you wanted a snack. They even have concrete water slides into one of the pools. That was a lot of fun. You can walk the pathway to dine at Sunscape or Dreams. We did go to Dreams for dinner one night but the ambiance was a little different as it's family oriented so lots of kids having fun. All in all it was a great trip and we would go back in a heartbeat! Thanks, Jan

We were travelling as four ladies (for a girls trip). The grounds were tropical and very well maintained along with the beach area. We stayed in the Preferred Club area and we're so impressed. The rooms were large and the blacony have a perfect view of the ocean and pool and gardens. The restaurants were fantastic - other than The Market Cafe - it was buffet and not so good. All the staff- especially at the Oceana A La Carte Restaurant were just amazing. Super friendly and accomodating. Made our trip extra special. We were dubbed Team Ladies by the staff. There were plenty of bars on the resort to choose from and the entertainment was pretty good. We would go back for sure!