Everything went well at Secrets Aura : service, rooms, food , except our experience with shopping at Diamond Palace which is located on the Secrets Aura Property. We were sold counterfeit jewelry. Diamond Palace stated on their store appraisal that our purchase for $1720. was genuine stones of aquamarine, white sapphire and blue opal. Later with an appraisal from a gemologist and certified appraiser at Perry's of Charlotte,NC, we found that our purchase was fake, counterfeit, cubic zirconias and colored glass, and worth less than $100.00 for each piece, due to the sterling silver it was set in. Our credit card, Citi Bank has been notified of this deception, but nothing has been done. We are currently working with The Consumer Credit Division to hep us solve this issue. At this time Diamond Palace refuses to issue a credit to us, and Citi Bank is not doing what they are required by law to do based on the fair Credit Billing Act when merchandise is sold not as described a credit is is issued!! Don't shop at Diamond Palace if you want genuine stones! read more

Upon arriving, we were immediately approached by staff at the Preferred Club lounge and strongly encouraged to attend a presentation to "buy into" the resort. We came to relax and unwind, so we politely declined and headed to our room. Upon entering our room, we noticed a very strong mildew smell. The shower had visible mold, and the floor drains created a slipping hazard due to the wet tile. Rather than let these issues ruin our vacation, we decided to focus on the beautiful oceanfront view from our balcony. The sunsets each evening were absolutely stunning. Because of the rocky beach conditions, we spent most of our time at the pool. The pool staff and bartenders were friendly and helpful throughout our stay. Our first breakfast at the buffet was disappointing, with very limited options, even for non-picky eaters. That evening, we had reservations at the hibachi restaurant at 5:30. Unfortunately, the elevator was broken, forcing us to climb three flights of stairs through a dark and unsafe stairwell. We arrived 10 minutes early as requested, but there were no servers or bartenders on the rooftop until approximately 5:40, and the hibachi chef arrived around 5:45. At 6:00, our rice and vegetables had been cooked and set aside when we learned that the propane tank had run empty before our meat could be prepared. This should have been checked either before the shift or at the end of the previous evening. The entire experience was very disappointing. The following morning, we discovered Oceana, which became our favorite breakfast spot. The made-to-order breakfasts were excellent each day. The poolside food was somewhat bland, but the waitress provided exceptional service every single day. We also visited Olio at Dreams, which was excellent. Hoping for another great dining experience, we tried Bordeaux. The restaurant requires men to wear long pants, allowing jeans but not shorts. In 90-degree weather, we chose to sit outside where there was a pleasant breeze. The staff and food were outstanding, and both the salmon and pork dishes were delicious. Breakfast at Windows was also very good. After a long day at the pool, we ordered room service. The hamburger and fries were only average. Later, we dined at Gohan, which was an Asian/Sushi enjoyable meal. One rainy morning, we ordered room service breakfast. It arrived cold, and our coffee and juice orders were never received. The in-room coffee is quite strong, and since I prefer cream or milk rather than powdered creamer, this was disappointing. When we asked about the missing juice, we were told the order had never been received. Again, we tried not to let these issues ruin our trip, but the lack of consistent service was surprising for a Secrets resort. The resort itself is in serious need of renovation. We noticed exposed wires in the sand in several locations, missing building components, and multiple areas without handrails. The Preferred Club pool has only two ladders for exiting the pool, which may create accessibility issues for some guests. We have visited several resorts and chose this property because of the Secrets reputation for luxury and the premium price point. We expected a five-star experience because we paid five-star prices. While there were bright spots, including the beautiful ocean views, several excellent restaurants, and some wonderful staff members, the overall condition of the resort and the inconsistent service left us extremely disappointed!!! Unfortunately, we would not recommend staying at this resort! Highly doubt we will stay at another Secrets Resort again due to this bad experience! read more

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"Always read the reviews first" -- good advice for anyone considering this place. Search "food" in the reviews and you'll find 100+ mentions, almost all bad -- and for good reason. It's bad. But more on that later. My wife and I spent four days here for our 3rd anniversary. We had a good time overall, and there were some positives. Our preferred-level room was nicely upgraded, though not without issues -- the biggest being that there was no bathroom door, only the sliding track where one was clearly meant to go. Combine that with an extremely slow-filling bathtub, and there went our plans for romantic baths. The shower, thankfully, worked fine and met our needs. The king bed was very comfortable, and our section was quiet except for the two mini-split A/C units. They kept things cool but never completely silent. The couch, on the other hand, was awful -- low, flat, and basically unusable without a pile of pillows. The ocean views were great, the beach was lovely, and the pools were expansive and well-maintained. Towels, oddly, were a bit of a scavenger hunt. The common areas and shops were clean and attractive, as were the restaurants and bars, but once seated inside, that's where the cracks showed. In a word: bad. And not just occasionally bad -- systemically bad. This was our first (and likely last) all-inclusive resort, and the economics show. We paid nearly $3,000 for four days, and once they've got your money, food becomes a cost center, not a highlight. Oceana (dinner and breakfast): fishy fish, meager calamari, a crab cake heavy on "cake," and a dessert so forgettable I truly forgot it. Breakfast's waffle was so bad I almost spit it out. My enfrijoladas were the best thing we ate there -- and even they were skimpy on chorizo and egg. Bordeaux (dinner): the best meal of the trip, though that's faint praise. My wife's fish was still a bit fishy but edible; my braised beef was plentiful but dry and under-seasoned. The French onion soup had two tiny bread slices barely covered in cheese. Dessert? Forgettable again. Room service (final night): a "children's menu" chicken quesadilla with fries -- amusing at an adults-only resort -- and a sad burger with a pre-cooked, reheated patty. My dessert was what I dubbed "sin leches cake" -- dry sponge, foamy topping, not a drop of leche in sight. Market Café breakfast buffet (departure morning): nice setting, huge spread, but flavorless food. The main dish, discada, looked like last night's leftovers -- bits of hot dog, mystery beef, and caramelized vegetables. Tasted about how it looked. A bright spot: the coffee shop, which served espresso drinks roughly Starbucks-level (not my thing, but acceptable) and had a pleasant vibe and decent pastries. Outside that café, coffee quality dropped fast -- Nespresso in the rooms, and near-tasteless "coffee" at the restaurants. If you care about coffee, bring your own. There's a heavy upsell push right at check-in. You'll be invited to a "breakfast presentation" -- actually a vacation club pitch -- in exchange for a discounted massage or similar perk. Don't bite. A polite "no thank you" is enough, though they may try again later. You'll also get offers for "romantic beach dinners" and other extras. Given the food quality, I'd pass. Then there are "resort credits" -- a bundle of coupons that sound useful but aren't. Most are tiny discounts on overpriced add-ons, like $10 off a $150 bottle of wine. In the end, we made the best of it and enjoyed our time together. The grounds are lovely, the staff generally pleasant, and the weather perfect, but the core experience -- food and value -- just isn't there. If you come expecting fine dining or even competent cuisine, you'll be disappointed. We left feeling like the resort itself could be great -- but right now, it's coasting on its scenery and bar menu. If all-inclusive food that tastes inclusive of everything but flavor doesn't bother you, you might love it. Otherwise, take the advice I wish I'd taken: always read the reviews first. read more

Secrets Aura Cozumel - French onion soup - Hotels Near Me - Cozumel, ROO

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2 stars only because the staff at the restaurants were so kind. This resort was a major disappointment and, more importantly, a health concern. Our room had a strong, overwhelming mold and mildew smell from the moment we walked in. After looking around, we found visible mold in multiple areas of the room. It made the space feel unsafe and uncomfortable to stay in. We brought this to the attention of the property and asked for help or a room change, but they refused to do anything to resolve the issue. On top of that, the resort does not deliver what it advertises. They promote having five restaurants, but in reality only two are open on any given day. The buffet is closed for dinner during the week, and most other food options shut down by 5 PM, leaving very limited choices for guests. The pool also closes early at 7 PM, which is disappointing for a resort, and the minibar is not restocked during your stay. The food quality was also extremely poor. During our stay, we saw multiple guests take a few bites and leave their meals, and some even spit food out, which says a lot about the quality being served. Between the unsafe room conditions and the lack of available amenities, this stay did not meet even basic expectations. I would strongly caution others before booking here read more

Secrets Aura Cozumel - Back door wouldn't shut fully - Hotels Near Me - Cozumel, ROO

We recently stayed at Secrets Aura Cozumel and were very disappointed. The resort is run down and in need of major maintenance and renovation. Our original room (#632) overlooked an active construction site, and I paid an additional $1,800 to move to a room that better matched the resort's advertising. The beach was beautiful and the staff were excellent, but the food was average and the property does not justify its premium pricing. We would not return. read more

Secrets Aura Cozumel - view from luxury room 632 - Hotels Near Me - Cozumel, ROO

The Secrets Spa by Pevonia had a false advertisement said "if you pay for any treatment you could use of their jacuzzi steam room and relaxation area," it turns out is closed and only if you're paying for 80 minutes or more massage you get to use the spa area. When I inquire, they said that spa Jacuzzi is on the rooftop and is closed but they did not compensate for anything else. The message was good the facial was a quick cleaning and that was all they want to charge $50 if you want to put a mask on. For the $280 my wife paid she should've had access to the spa relaxation everything like any other resort spa Club does. It's a beautiful place but not recommended for the money you're paying. read more

Secrets Aura Cozumel - Hotels Near Me - Cozumel, ROO

The Following issues ..lack of lighting.. very few electric outlets... no hand towels or washcloths.. and no handicap hand rails in the bathrooms. My friend had to use the doorframes to pull herself up. Lack o hand rails at swimming pools. What resort doesn't have transport to and from the airport? The staff is responsive but the guest shouldn't have to constantly be working to get basic amenities. We did love the restaurant staff. read more

This is a hard review to write, as it wasn't 100% bad or good. You arrive and check in and the desk area is actually beautiful! Then you get taken to their lounge area so they can upsell you their packages. I'm not interested in a pitch the minute I got there, as well as, I wasn't there for a timeshare type presentation. I paid in full for my room! Mind you the resort was only at 65% capacity, which made for doing a lot easier! You won't get your keys until you are done and that's just an immediate turnoff. You get a map area (many areas are off limits unless you have upgraded your package). Many restaurants are also only for the upgraded guests. It's very odd for an all inclusive! Finally in my room and it's massive! The balcony looked onto the lazy river and then onto the sea, perfect! It was clean and comfortable. The hot water in the shower did not work, but the hot water in the bathtub did work, so I had to improvise for showering. The balcony slider did not close all the way, which caused steam and fog to enter the room, making the floors super slippery, be careful! The buffet for breakfast was pretty limited, but it does the job! Try the Mexican coffee, it's very lovely! I guess there was a coffee shop there, but it was only for those that upgraded as well, which makes no sense! The French restaurant was incredible and I really enjoyed my meal! Room service is offered for free all the time (cash for tip). There are multiple pools (again you can't go to all if you didn't upgrade). The towels are in basket type bins around each pool, but don't have many towels available. Grab them when you can! They aren't marked so it's a bit difficult to find! You have servers at the pool by the beach that will bring you cocktails (bring your own yeti or Stanley for less refill times). Everyone expects a tip for every exchange, so bring your dollars. There were a few shows on the beach, the fire show was cool, although, there was only about 25 people that went to watch it! There are many bars that do have more premium liquors, so that was never a problem. I walked to Paradise Beach Club one day and I really enjoyed that day, all inclusive day pass (no hotel) and it's worth it! All in all, it's no frills, but it's not terrible. read more

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I would like to share my experience with the secrets aura resort in Cozumel. I had been warned by my travel agent that this resort had terrible reviews. I wanted to go for the beach and for the snorkeling which was outstanding, but that's where it ends. I paid for their top room, a rooftop oceanfront suite with a plunge pool. Upon check-in, this room was not available because that entire building was under maintenance. We were put in a lesser room, a beachfront, junior suite. This room was much cheaper than our original room and we attempted every day to get a refund for the difference. We are one week after check out and we still have not received the entire refund , they only gave us a partial credit. I called Hyatt corporate to file a formal complaint and they told me that it was up to the Resort. It was very loud every day of our stay with construction noise on the neighbouring building-drilling until 7:30 PM at night. In addition, we had to listen to competing music - the pool music with guests' music on their own speakers. It was a real cacaphony. Management said they would address it and they never did. Our room had insects regularly during the day -small ants and bugs everywhere. Room service was hit or miss. We only had turn down service one time during our entire day. One day no extra toilet paper or face cloths. The food was adequate . Breakfast at the buffet had good omelettes. However, not all the plates were very clean. Staff was mostly friendly. This is not like any other secrets Resort. It is much cheaper than any other secrets, and the quality reflects it. Nighttime entertainment was minimal compared to the other secrets resorts We did enjoy the fire show and the Mayan show. But that was it. I will not return due to the customer service regarding my full refund, the terrible noise at this resort and the suboptimal cleanliness at this resort #ghettosecrets read more

Secrets Aura Cozumel - View from balcony ocean front preferred junior suite - Hotels Near Me - Cozumel, ROO

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If it were possible to leave negative stars I would! DO NOT, I repeat, DO NOT stay here expecting luxury or to even get the room/services you paid for. We arrived at check-in on 11/3. 1. We had booked a Preferred Club Junior Suite Ocean View Swim Out King room. This was our honeymoon and we wanted the added luxury. We did not get personalized check-in through the preferred lounge. 2. The VIP services put such a bad taste in our mouth with the OVERLY pushy sales tatics that we avoided the lobby for the remainder of our trip. 3. The bellhop then took us to our room, which we now realize was the back of the property. We were excited to get unpacked and let the week begin. Once we settled in I realized we did not have the ocean view and we were definitely lacking the outdoor day bed. We decided to just let it go and make the best of our first day. We got in the pool and swam to the attached pool bar, Manatees. It was disappointing to see there was no bartender on the pool side and my husband had to get out and walk around to the deck side to get service. 4. Day 2 we decided to stop at the preferred lounge. Our key card didn't work. There was a gentleman working inside that let us in. We told him our card did work, so he asked for our room number and name on the reservation. Once he looked it up, he told us we didn't have preferred club status. Thankfully I had my phone on me and was able to show our reservation. At this point we had been at the resort almost 24 hours and this was the FIRST time someone explained to us what happened. He mentioned a building being down for repair. He did ask if we wanted to change rooms, we told him no because we had already settled in and unpacked, I wish now that we would have switched rooms because maybe we wouldn't be in this mess. He told us we would be given a certificate for refund. That never happened. He did update our key card for access into the lounge, but we never received any of the other preferred club amenities such as the upgraded mini bar, personal concierge, or upgraded toiletries. We spoke with several other preferred club guests who received whole bottles of liquor daily and were tended to several times throughout their stay. Unfortunately we experienced NONE of that. 5. On Wednesday, I called Hyatt Inclusive to try and resolve the issue once again and get a refund on things we paid for and didn't receive. They spoke with concierge here at the resort and said someone would be down to speak with us. That never happened. 6. Friday rolls around and I spend entirely too much time on the phone and speaking with hotel staff in the lobby to actually enjoy our last full day here. Initially they wanted us to sign a certificate of refund with no dollar amount. Told them I needed a price before I signed anything. I was told by the Front of house manager that he couldn't give me a number, he would have to contact sales and get back to me. Later that evening we were called to the lobby for said refund certificate. All of that to get a refund offer that is insulting. Knowing the price difference in the room we ended up in, which is a Junior Suite Pool View Swim Out king with NO PREFERRED CLUB AMENITIES, and what we actually booked, $650 USD and a free overpriced ($300 for 60 minutes) massage isn't an adequate refund. Again, I spent almost our entire 5 day stay here politely and calmly trying to get someone to rectify this situation. I've talked with Hyatt Inclusive and FunJet (we booked through them) and both of those companies have been more apologetic than anyone here at the resort seems to be. Not to mention 2 of the nicer restaurants at the resort have been closed our entire stay. The hammocks in the ocean were never put out for use. There is so little support staff working that even with open and available tables at restaurants they put guests on a waitlist because they couldn't handle the crowd. Our room is full of mold, from lampshades to the AC vent. My husband ended up with respiratory issues and we had to use Teladoc to have meds waiting when we landed back home. There is algae growing around our swim out. I had to pick weeds from the swim deck Housekeeping rolled up a dirty washcloth and placed it back on our sink for reuse. None of this screams luxury resort nor does it reflect anything I expect for the price we paid to be here. UPDATE 11/11 Secrets Aura has refused to communicate with me as of around noon on 11/8. I also attached the room category we booked and what we actually received. Note the massive price difference, this is why we refused the initial refund offer of $650. read more

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I read a lot of reviews prior to going and the bad ones lived up to it. our safe got accessed while we were out of the room and we were robbed. security confirmed two people entered the room. Room was never cleaned so can you blame housekeeping? Who knows. We put in a report, was told we would have an update 24-48 hours after incident. Here we're are 7 days post trip and have heard nothing. Upon departure they "were still investigating". I was given 3 emails addresses to reach out too and NONE of them responded back. Just terrible. beach and pools were amazing. food was average. honestly disappointed in the variety. breakfast tastes the same, same options at different locations. If you like to get robbed, eat average food stay here!!! read more

Lipstick on a pig, is still a pig! Glitter on sh*t is just shit with glitter on top! What a dump! Their website was an absolute bait and switch. Rooms look nothing like the pictures. Property is falling apart. Cheap room renovation where they painted over the old furniture. Plugs FALL out of half the outlets, the other half don't work. Mold in bedroom. No dressers in rooms. Room key had to be redone THREE times because they stopped working. No lol Overgrown property grounds. Pool falling apart, times missing and corbel around edge broken EVERYWHERE. Gotham Sushi restaurant was nasty so was Market Place Cafe, uncooked food at Oceana and unripe fruit. The power went out CONSTANTLY during our visit, FIVE times in 2 hours the first night, 4 nights in for nearly 2 hours straight! Sewer smell nightly from the bathroom, we had to put wet rags in all the drains. Sewer smells from around the property. The staff is SUPERB, the only other decent feature is that it is quiet. This property IS an adult only MOTEL, it does not qualify as a resort. The website says "Ultimate Luxury" . we are amazed that HYATT put their name and reputation here. read more

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I'll start with what is great and wonderful about Secrets Cozumel....the resort is beautiful, clean and well-maintained. The staff is amazing, friendly, helpful and eager to make your experience unforgettable. Our room was nice and the bed and pillows were so comfortable, we slept like rocks every single night. Definitely do the "timeshare" presentation. Timeshare in quotation marks because it is not a time share, no maintenance fees, set weeks or just one week a year. It is a great vacation program that will have you traveling often that you can share with family and friends. So worth it. The bad....the food. We are big foodies and the food at the resort, even the preferred package, was just not good. No flavor and most seafood we ordered was dry and overcooked. We did enjoy the pizza place and the world cafe breakfasts overlooking the ocean. The sushi restaurant was a huge disappointment. You'll definitely need to upgrade to preferred, unless you eat elsewhere but know even preferred isn't up to most standards read more

If you're looking for luxury, this is not the place. It was very poor value for the price versus what we got. The resort is in need of updating, which they're in the slow process of doing, but that's not the only issue. Check-in took 1 hour and 45 minutes (and it was not that busy). We upgraded to Preferred, so we expected better service at check-in. When we asked if there was a problem with the room, they said no. When we asked why it was taking so long, they said they were just being very careful with our luggage. Giant eye roll. Really?? They also tried to sell us a timeshare while we waited, and didn't like our answer of no. Our initial experience with the staff was that they were condescending and pushy. When we finally got into our room two hours after our check-in time, it was... okay. I was disappointed by the mold in the shower. The phone didn't work, and the fridge door was broken. But the room was clean, the bed was super comfy, and the views of the pool and ocean were gorgeous. Housekeeping was inconsistent. Sometimes they replenished what we needed and sometimes they didn't. The housekeepers were very sweet, though. The food, no matter which restaurant at the property we went to, was completely underwhelming. No flavor, often overcooked, and they offered basically the exact same food at all the buffets. With Preferred status, we could eat at the sister properties Sunscape and Dreams next door, and it was the same story there, too. Bland. Service was extremely slow across the board, too. The drinks were also disappointing. Liquor was slightly better than bottom shelf. Often what I ordered didn't taste right. The app, which they were so hyped up about, didn't really work. We couldn't use it to order room service or other amenities (we could "add to cart" but no button to check out). The map of the property was terrible. Hours of the restaurants were inaccurate. What was good about the resort? It was peaceful and quiet. The landscaping was pretty. The snorkeling right off the beach was awesome! We saw SO many fish. The gym, which is housed at Sunscape, had just about everything we needed to do our usual workout routine. Most of the staff were friendly and helpful. We rented bikes and went on excursions and despite the disappointing accommodations, we made the best of it, but we would not stay here again. For what we paid, we could get so much more elsewhere! read more

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I'll start by saying I came to this resort as a part of a girls trip I had no hand in planning. I did zero research before arriving and I'm kind of thankful for that. This is a couples resort so if you are traveling with a friend prepare for zero privacy in your room. While the staff is very sweet, the lobby beautiful, and spa enjoyable, the rooms and food leave a lot to be desired. Upon arrival to the room, there's a large window from the bed looking into the bathroom. You can reach through and touch the bath as there's no glass. The shower is separated by a half wall. Upon entering the bathroom you can see directly into shower. Safe to say my friend and I got pretty close during our stay. Nothing was Secret about this hotel. Rooms weren't cleaned in a timely manner, sometimes not at all. It rained a decent amount causing the ceiling to leak in the bathroom and the halls flooded with water coming up to our doors. Onto the food. Yikes. I would expect Mexican food to be a staple on the menus but it wasn't. Breakfast buffet was gross and unkept as everything looked to be sitting out for a while. To be expected with a buffet though. Beach/ lunch menu consisted of hot dogs, soggy quesadillas, and nachos. The restaurants were disappointing at best. Everything was flavorless in my opinion and cooked weirdly. As someone who never complains at restaurants, I was shocked. It seemed to get worse every day too. Bordeaux was the best of the options - they provided a delicious cake for our friend's bday and horchata at the end of everyone's meals. These were both good. Now for some positives, Aaron from water aerobics was a delight. Guadalupe and Paula from the spa provided relaxing massages. Very strong women! All the staff on the beach were lovely as well. read more

Secrets Aura Cozumel - View from bed into bathroom - Hotels Near Me - Cozumel, ROO

Property is beautiful with great views. The good stops there. We were told a check in to put valuables in the safe. Called several times and they never fixed the no working safe. By 8am ALL, and I mean ALL, chairs have been reserved with towels at all pools and the beach. They allow people to hold chairs from morning to 12-1pm without showing up. No chairs available to sit if you get there after 8ish. Tried to get a reservation at the reservation only hibachi. Was told to use the app which didn't work and the front desk was clueless. Not enough restaurants open for the amount of people there. Last day, checked out at 11:30 so we could eat before catching the taxi to the airport. Nothing, I mean nothing, open to eat. Everything closed from 11:30-12 so no lunch. How do you close EVERY restaurant at an all inclusive resort. Bars open late at the pool. We stayed at Secrets Playa Blanca Costa Mujeres in Cancun in February 2025, that is a much better hotel. 5star for sure. I would not recommend secrets aura cozumel. Very disappointed. I expected much more from this caliber of a resort especially since I have stayed at secrets before. read more

Secrets Aura Cozumel - No chairs available - Hotels Near Me - Cozumel, ROO

I would never recommend this resort to anyone. Nothing else to recommend. Being a preferred member has NO benefits also. From the first 30 minutes of our time here I was honestly ready to go home. We checked in around 2pm and our rooms weren't ready (which we knew would be the case as check in was scheduled for 3pm). Our bags were taken from us and set out in the front of the resort in the heat. Checking in was simple but shortly after we were FORCED to go speak with Hannah, who we assumed would be giving us extra information on the resort and the amenities, but we realized she was just continuously trying to sell us on "ultimate vacation packages" and we wanted nothing to do with this. Mind you, she gave us no actual information about the resort, just different excursions available and what coupons she could offer if we signed up for whatever she was trying to sell. After being swindled by Hannah, we went to the Oceana restaurant and ate while we waited for our rooms. We were given our room keys and room numbers from the front desk staff and nothing else. No instructions on where our room was or ANYTHING about the resort. Our bags continued to sit in the heat as we were not allowed to take our bags to the rooms ourselves. We then spent the next 30 minutes walking around drenched in sweat trying to find our villa. It took us asking 4 different staff members to be guided in the right direction. The rooms are ok at best. Our safe didn't work. Our fridge didn't work. The shower leaks into the room. The balcony doors locks from the outside, I locked myself out twice and thankfully my husband was in the room or I would've just been stuck on the balcony. I had to call 3 times for someone to come replace the fridge and safe and I was given attitude from the front desk staff for even asking for a new fridge. After an hour of waiting in our room for our luggage we had to walk back to the front of the hotel to get our luggage out of the heat ourselves and take it back to the room. We enjoyed the pools and the easy beach access but that was the only thing enjoyable. The drinks are super basic and the bars close entirely too early for pool bars. Bartenders left the pools at 5:30 and the pools close at 8pm....make it make sense. As far as the food goes....TRASH!!!! Absolutely no seasoning is used on ANY of the chicken dishes FYI. Not a grain of salt or pepper or garlic powder or cumin or anything. The restaurants are all incredibly small and wait times are insane. You can't make reservations you just have to show up and hope it's not an hour and a half wait. There is also no communication on wait times...we were told to go to the bar and enjoy the view while we waited. Gohan has about 12 tables total. Food was ok, best the resort has to offer. The menu does not reflect what is served and the waiter confirmed that with me. I ordered the TUNA poke bowl, and it was served with no TUNA but smoked salmon instead. Bourdeux was closed 2 of the 3 nights we stayed, so no opinion on that. Windows is small and most the seating is outside and ridiculously hot. The food was average. I ordered the filet and it was served to me raw and was 100% not a filet. They are serving a NY strip medallion as a filet. They also serve it wrapped in undercooked bacon. Nobody asked if we would like to be inside or outside we were just forced to be outside. The market cafe is disgusting!! Breakfast options were minimal and the fresh omelette station was trash. You also have to sit and eat in the heat as it is completely outside. Maid service was a waste of time. The staff just knocks and immediately walks in, doesn't wait for you to answer. They took our robes, didn't leave clean towels, didn't replace the bath mat just took it as well. They make the bed and that's it. No trash is picked up. Didn't give us waters or sodas in the fridge. All in all a huge waste of time. A huge let down, especially after the high expectations we had from a previous experience at Secrets Tulum. Being a loyal Hyatt customer, I'm extremely disappointed. read more

I've been to better adult only resort. Yes it's an older property, but the beach is nice. I get the fact that they are trying to be eco-friendly by not printing out maps but the website that they sent us did not give us a very thorough map in the property is huge. All they can say is it's on the app" Ate at The Window restaurant first night with beef tenderloins and lasagna. Tenderloin was good and tender, lasagna was not Italian . Ate at the sushi tonight; food is pretty good but restaurant very small 30 max. Have to get here early or expect to wait a while. Staff is very hospitable and overall so far ok. If you are looking for The Ritz, you will be disappointed. Room service is 24hrs however it'll take an hour to get your food. However, you can pre-order your breakfast to be delivered at a specific time. Rented a Scooter right outside of the resort for $35/day (24hr rental) and rode around the island. There is a beautiful white sand beach south of the resort called Punta Sur; very safe to travel. FYI regarding taxi's outside the airport, spot on 5 min easy walk outside terminal yet just in January raised rate to $30 from like $10 one way to Secrets; all of 20 min; still all . Call Jesus, born and raised in Cozumel , knowledgeable taxi driver, 52-987-130-0305 read more

Yes I recommend the facility but need to prepare guests for some oddities. The waterfront is impressive. The pool experience is relaxing- especially the adult slides. Activities (especially pool volleyball) were well run. Bed was comfy! The pain points are not end-all but irritating if expectations not prepared. 1.). Pool towels - There is a constant shortage of these. Guests get them first thing in morning then the hotel doesn't keep pace remainder of day. 2.) Elevator in admin building- It was out of service but no note or sign indicating as such. Guests stood there for extended periods before giving up and using stairs. 3.). Resort is well maintained but much remains to do. 4.). Mini bar was not stocked daily. Had to request service. 5.). Housekeeping serviced room but forgot to leave us towels. 6.). A/C works very well. But remote too it was not communicating to it when adjusted. 7.). Food is mediocre. Some good some to avoid. The kid free was nice way to relax! I would return for sure but temper my expectations. read more

Secrets Aura Cozumel - View from room - Hotels Near Me - Cozumel, ROO

I have a very mixed review about the resort. The staff was absolutely amazing and kind. Fatima was our beach server and she was so kind and attentive. The buffet was standard and basic. The room service was delicious and fast. The French restaurant was the best on the property, order the chicken. The snorkeling right at the resort had an amazing amount of fish to see. The room was very dated, slow hot water, and housekeeping skipped us one day. The pool never had towel. People had to go to other resorts to use their towel. Overall I would go back after Covid, in hopes it will be updated. read more

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First, I need to say 3 things that are important before I go into the details of this review. (1). Don't let this review stop you from visiting other Secrets Resorts. They're not all the same. (2). I read other negative reviews online that are 100% on point with our experience. (3). Please do not choose this location for your honeymoon. You will be disappointed. As an Unlimited Vacation (Gold Plus) Member we were not offered a tour of the resort to understand where the amenities (gym, restaurants) are. The check-in building for Unlimited Vacation Preferred Members is nothing special. Definitely didn't look or feel like anything you'd want "preferred" guests arriving to. We were told to use the app on our phone. The app offers a map of the property that isn't clear at all. The app is also used for room service. Even though the app allows you to specifically type out your room service order, we never received exactly what we requested. Additionally, we got one wash cloth to use for the entire week. When we requested new ones, we were told they didn't have any. (Restaurants): You will have to walk or golf cart to Dreams or Sunscapes resort in order to eat at all the restaurants. The food is pretty much the same at all three... less than satisfactory. You're at the mercy of using the app to see the menu and hours of operation. On some days the app will tell you a restaurant is open, but when you get there, it's actually closed. (Bedroom): The property is very old and it shows. There is an unpleasant smell in the air outdoors and our bathroom smelled like rotten eggs due to the water/mold in the bathroom shower. The air conditioning unit in our bedroom was leaking water down the wall causing a puddle on the bedroom floor. Had 3 instances of finding a huge cockroach in our bedroom. (Living Room): There's no cream, no sugar, no spoons next to the coffee pot in the room. The furniture is old, and the sofa cushions lack filler so when you sit down it is not comfortable at all. (Bathroom): The shower is simply unacceptable. Clearly this location is not being inspected for cleanliness. (see photo). The mold and the smell were horrible. We were there to celebrate my fiancé birthday. I gave specific instructions to decorate the room on Monday. Someone came to our door TWICE (before Monday) and spoiled the surprise. (Amenities): There is entertainment, and you can find things to do. The Spa is nice compared to the rest of the property. The gym is small, but it does have everything you could possibly need for a decent workout. There are only (2) cabanas on the property, and you have to reserve it far in advance of your stay. The romantic dinner on the beach was just ok. I would recommend doing it on the pier because the set up they do on the beach is just not worth it. Diving seems to be a big thing for this location. I am truly disappointed and will not return to Cozumel. read more

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Came for a wedding and the accommodations were fine. The problem was that the Easter weekend of the wedding there was very limited evening diners...and the one "nice" place (Bourdeux's) was closed...even the front desk didn't know they were closed. So we went to Oceaaas and they had a limited menu!?!?...and can I complain a bit about the selection of Bourbons....Jim Beam. Not that I expect Blanton, but at least Makers! I don't want to sound a prude, but if you pay for an all inclusive experience you should not have to go to the resort next door for good food (Dreams) read more

Booked a Panoramic Oceanview Junior King Suite for my clients, but when they checked in, they were put into a regular king room in the middle of the floor, not giving them the panoramic view. It also was overlooking the pool rather than the ocean, on the third flood. The only elevator in the building was inoperative. The room looked as though it had been recently painted, but they had not cleaned up the splattered paint mess that was left behind, paint all over the windows, counters and floor. The toilet in the bathroom had a suspicious brown stain in the bowl and brown residue around the lid connections. I had to immediately move my clients to the sister resort and get a full refund from Secrets. I will never be sending any of my clients, friends or family to this resort ever again. read more

Our 30th anniversary vacation at Secrets was a major disappointment. We've stayed here before and always received great service, but under the new Hyatt management it feels like cost-cutting has taken priority, especially with food and alcohol. Our room had no hot water for three days, and twice after returning from our dives, we had no running water at all. Several restaurants were closed, leaving limited dining options, and the only alcohol available was low quality. The staff members were friendly and helpful but we will not stay here in the future. read more

We have never had such a bad experience in a Hyatt hotel before, so sad to say so since Hyatt is always our first option to go to every time we travel. From the check in, to every day experiences. First of all, secrets didn't recognized us as Globalist at our check in, the receptionist said he was able to see our status but that he didn't have any instructions to be treat as Globalist. We called our Hyatt concierge and she was able to send a message to the receptionist to recognize our status. My biggest issue, nobody at the front desk had the minimum intention to help us out to fix the issue, instead we had to go out of our way to do so. Next day, we lost power and water in our room, we had to go all the way to the reception to addressed the situation, to what we were told it was normal to lose power and water because we were in an island and power is provided by Playa del Carmen (worst lie we have ever heard) when in reality, the hotel is making renovations and a simple notice with time ahead could prevent the annoying inconvenient to our plans for the day since we need it to take a shower to get to an appointment we had. Power and water took over 40 min to come back. Food overall is not the best quality, but the wait time to get our food at dinner has been unbelievable!!! 1:30 min at the Italian restaurant at Dreams, and 1 hour to get our food at the Mayan fusion restaurant also at Dreams. Not only that, but staff not the best at hospitality. We wanted to try the restaurant Windows at Secrets for dinner last night, the host didn't let us inn because she thought Andy was wearing a swimsuit because she had a tight shirt. Host was very rude and instead of grabbing her manager to talk to us, she just decided to simply kept saying no swimsuit allowed. Today, after 3 days parking in the same spot (area where we were told to park since day one) we were followed by the bellman/valet man to make us move our car because we weren't allowed to park there. Making us very uncomfortable since we were on our way to have some food; he wouldn't stop following us, to the point to ask for our keys. To all of this, we try to talk to a supervisor, we were told to find Sergio at front desk; the day we asked for him, he was off so we had no help since staff said he was the only person that could help. And just about other few stuff like our fridge at the room doesn't work, the night club is very dirty, the preferred bar snacks are full of ants, food is as bad as we had to go Today is our last day and we just want to go home at this point!!! read more

My Husband and I are at this resort now and having the worse experience. This resort is very outdated. We switched 3 rooms until I finally conceded to the 4th room which was not much better. We've been traveling all day and did not expect to go from room to room looking for one that did not have cracks in the walls. Rusted vents, stained bedding, discolored and cracked paint on the walls as well as water that does not get hot. I have NEVER been to an all inclusive resort this bad. Mildew smell is in the rooms and condensation leaks throughout. They are upgrading the "preferred" area. However, NO ONE should have to stay in these accommodations. Not once were we offered a better room in the "preferred" area due to our inconvenience. We paid $200 extra dollars for an Oceanview which they are refunding. However, I have to stay here for 4 more days and the smell of mildew is horrible. I will NEVER recommend or stay here again..and will probably need to switch rooms again tomorrow read more

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Where do I start. I last year I visited Cozumel several times. This particular vacation my dive group wanted to stay outside of town closer to the reefs. That's okay. I knew I was signing up for taxi rides into town and being away from civilization. What I didn't sign up for... 1- rules at the market cafe. The buffet you can only sit inside outside you have to order off a menu (which they did not inform me of rule ) then when I tried to take my plate out they stopped me. So I put the plate down and wanted to sit outside. Then they said only 2. Yes two ppl to a table although there were 4 chairs at the table. 2- some areas they are reserved for dinner but not lunch or breakfast. So I didn't go at all. 3- some of the staff is friendly but most are on their phones not how are you doing nothing. 4-then the staff because he challenged the rule of where to sit them accused him of pushing the waitstaff. My friend does not drink and was complete sober. Staff did this just to get my friend to back down. As a result the manager gave him a private room at beuedoxs (nice great service and good food). My friend approached the gal and the guy that said this and confirmed he was making it up. He should be terminated. 5- the gotcha fees. The peer. It is my understanding all peers in Cozumel are public. Okay maybe not the secret peer. They charge every time you use it. Just put it in the price on my stay. Does the COO of Hyatt know what is going on at his properties? Several people we talked to will not be back. (Including us). I can guarantee you that the COO will be getting a well thought out letter upon my return to the US. Do yourself a favor stay anywhere but here. read more

Save your money!!!!! Do not visit this resort! They have lost the privilege of saying they are luxury.... Better food and service at any other resort...or even a Motel 6! Employees ignored us, hotel stink of sewer water with candles lining the hall to cover smell, loss of water for hours, broken AC (fixing it was turning it off), broken fridges, broken phones in room and probably the RUDDEST STAFF! Also beware of the TIME SHARE pitch they will try to give you at check in, and if you decline they ignore you and don't tell you when your room is ready because you won't listen to their speech. read more

My wife and I stayed here for a week this summer. The phone didn't work for room service. The hotel room smells like mildew. The fridge didn't work. The coffee maker was broken and worst of all the A/C didn't work. There was nothing to eat or drink until 7am. The hot tub in the room was smaller than the pictures. I was supposed to be on the first floor and was put on the third floor. No rooms open to the beach. The preferred "open bar" I payed for, I felt like an inconvenience. The beer cans were warm. It was hard to find something to eat other than fish. My cheese quesadilla even tasted like fish. I ended up getting sick. They shouldn't advertise like they do because they cannot meet expectations. My advice is to go on a cruise, not fly. read more

My wife and I came back to Secrets Aura again to celebrate our anniversary. We love Cozumel and, being that Secrets Aura is the only adult-only resort in Cozumel, we stay here. So here goes with my thoughts on the property/area. Airport - small (which is good). Once you get through customs, avoid all the people in the airport that are trying to sell you stuff and just find your transfer or get a taxi. Resort - Check-in - Takes a little longer than normal with the Covid restrictions but all in all is fine. Champagne is given while you wait. Realize, normally, the rooms are not available until after 3PM. No worries....go get a drink and something to eat or change into your swimsuit and just in the water. Food In general, the food was OK. Some good things and some not so good things. We ate at Bordeaux twice and even though the menu was the same, we got 2 totally different meals. Sushi was very good and consistent. The sad part was the fish was never good. Sad being that close to the ocean. Overall....I would have to say a "3" on food. Guacamole, pico at the pool were awesome per usual. We did the Mayan dinner on the beach too. It was a great experience. I would say it was worth the $79 per couple cost. Rooms - Normally, we get a basic room and upgrade at the hotel. This was the first trip where they said they were unable to upgrade as the resort is only 1/2 full at most. The rooms are dated but we don't spend much time in the room at all so it doesn't really bother us. The air conditioning is not very consistent between rooms either. Our friends room was extremely cold where ours was not. Again, not a huge deal. Pools - The pools are great but again, showing their age. A few missing tiles here and there but, again, not a big deal to us. Staff - This is where Secrets Aura shines. The staff are always extremely friendly and pleasant. Alejandro at the pool, Cristel at Oceana and the hostess at Gohan (can't remember her name) we just a few people that should be recognized. The Entertainment Staff....the true jewel of this resort (other than the view). Juanini, Brit and Felipe were absolutely AMAZING and made the trip as special as it was. A personal thank you to all of you for the laughter, the personal touches and caring you guys put into our trip. THANK YOU is not enough. Beach This is not a white sand beach. This is a coral beach so it is a little harder of a beach. Water shoes are probably a good idea. With that being said, there are a TON of fish right off the beach so snorkeling is pretty good. Also, the pier has been rebuilt and is a beautiful as ever. All in all, 4 stars of the resort. Showing its age and should be updated but the staff members of Secrets Aura makes this resort what it is. PS - The town is definitely slow being that no cruise ships are coming into port. The shop people seem more aggressive than normal to get you into their shops. It is all part of the charm of Cozumel. read more

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This is definitely NOT a 5 star resort!! We stayed at this resort for a week in April 2023. The photo's on the resort's website are a total misrepresentation of what the resort is today! This resort needs a a total redo! Starting with the guest rooms all the way to the dining rooms. The landscape has not been cleaned and kept up in a long time, it looks shabby. There is a lot of maintenance that has not been done in years. Our room, the shower would not turn off, the toilet seat was totally broken off the toilet, and several legs on our bed were broken. It took several days of requesting to even get the resort to look at the issues. The pool outside our room turned green with algae every day because the maintenance on the pump & filters was lacking. Most of the servers are wonderful; however, the front desk staff are rude. They spend more time playing on their cell phone then helping guests. The attached photo is showing how filthy the lights are in one of their restaurants read more

Secrets Aura Cozumel - The restaurant are one example of the need for some in-depth cleaning this entire resort needs. These are full of bugs! - Hotels Near Me - Cozumel, ROO

Our ceiling fan was never fixed, refrigerator was broken which they replaced, no hair dryer and the one they finally sent to our room was broken, Bordeaux restaurant was disappointing, all pools were very cold. Beach was beautiful, but the weeds and things coming to the shore made it impossible to go in. Would not recommend this at all. read more

eugenia from Market is the absolute best!!! So helpful and welcoming! Always with a kind smile and one step ahead of having to ask for anything!! read more

Secrets Aura Cozumel - Hotels Near Me - Cozumel, ROO

Service is horrible. Leaking ceiling. Food options are TERRIBLE!!! Room service food is disgusting. read more

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Overpriced, rooms on website don't match what we paid for initially and had to pay extra on arrival. Hotel catered for loud weddings...in short although the staff were great, I would never stay at the hotel again!!! read more

I don't know where to begin. Total disappointment. My own fault I should have did my due diligence and read the reviews, but I've always heard great things about secrets resorts. Others that I talked to this week said this is nothing like the other property's they own. Ok first off the pictures you see online DO NOT reflect the actual resort! I think they were taken when it first opened. The only positive I found was the location. The beach was great and they have a dock and Dive House scuba is located on property. If your a diver or enjoy other water sports such as kayaking, paddle boarding, snorkeling etc, you will enjoy that aspect of it. Now the resort itself is run down. Our room which was a Junior suite with an ocean view, looks like it hadn't been touched in 20 years. The bathroom was in need of many repairs. The shower had some rusted metal trap door thing I guess so they could get to the pipes. The tub was peeling on the bottom, an overall mess maybe good enough to rinse your swimsuit or feet but not something you want to soak in or have a romantic bubble bath, out of the question. There was cracks in the glass door for the commode , lighting was useless. In the room itself the bed was comfortable enough and seemed to be pretty clean. There was no dresser for your clothes, and the room was plenty big they could have accommodated one. It had a large sitting area, but the very small TV was across from the bed. I had light switches that worked nothing! My bedside lamp was completely broken and our fan didn't work either. The mini fridge that was supposed to be restocked every day wasn't, but it never really got cold anyway so it was useless. Our balcony had a great view and was spacious but also had a broken light. Ok the restaurants were perhaps the worst part, all inclusive if you can find one open for dinner. They would shut down 3 or 4 of the main restaurants every night! We tried everyone of them and the food was always disappointing, entrees the size of appetizers. This was not a vacation you were going to gain weight on. It was a waste of time even getting showered and heading down for dinner. The best food we ate came from room service! And it was decent with faster service As far as the staff some of them really busted their butt to make your stay more enjoyable, but I would say there are more that just didn't care. So know I won't be back. read more

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We were very disappointed in the Secrets Aura Cozumel resort. We initially booked this resort based on a recommendation and proximity to diving sites. We saw some negative reviews but had a difficult time judging their merit. However, we were ultimately dismayed about the state of the resort and rooms, rowdy nature of the other resort guests, persistent noise, and food. The rooms are very dated and in states of disrepair. We encountered black mold in our room, stained mirrors and sheets, lights falling out of the ceiling, and doors off the hinges. In our friend's room, the bath faucet became detached from the wall shooting water into the room and on the beds. It was very noisy, all the time. We explored options for leaving early and getting an AirBnB in San Miguel. With tap water being non-potable, bottled water is the drinking source for travelers. However, the resort only supplied small bottles of water. Being so proximal to biodiverse marine life, this gap of environmental ethics astounded us. We found large jugs of water at Mega and used those. I would recommend the The food was very low quality. There were several dishes and meals that were simply inedible. The worst Mexican food we've ever had was, sadly, here in Cozumel at Secrets. After a few days, we took a taxi into town to get groceries at Mega and were much happier. I definitely recommend having dinner off-resort in San Miguel for better quality Mexican food. The host and servers were however careful and diligent about asking about food allergies. Lines were long everywhere, especially the coffee shop (which, for some reason, has only 1 staff member and espresso machine to service all guests' needs, including basic coffee and hot water). The staff were above and beyond friendly, helpful and hospitable. It is very clear that most departments are short-staffed, so they are doing the best they can given the circumstances. We were primarily there to dive and enjoy the national park, and this was a terrible place to stay to do so. As an all-inclusive resort, lots of people are very drunk, and rowdy and loud. Many brought their own speakers to play on top of the music playing at the pool or beach. If this sounds like your thing and that's how you like to party at the beach, then you'll enjoy this. (We didn't, it's not our thing.) We were accosted by guests several times during our stay. Smoking is common and there was lots of litter and waste. The entire place felt trashy, and we were so excited to leave that we packed the evening prior to check out. Overall, Secrets Aura Cozumel is a place to party and consume all the cheap food and drinks you want. We were looking for a peaceful experience in close proximity to world-renowned coral reefs and diving sites. For travelers looking for that, avoid this resort and book an AirBnB in town. read more

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We had hopes staying in this Secrets resort which was recently bought by Hyatt, thinking it will be very nice. The rooms are very outdated and old, and the toilet in the room is horrible as you can see in the photo. It also had water leakage in this toilet. One day we came back from the beach and went into the shower and noticed there was no towels in the room!!! We called the reception and asked for the towels, waited 20mins still no one bringing the towels and we ended up using bath robes to dry ourselves. The tiredness of the resort we cannot blame on the staff , but Hyatt, who manages it now. You would think they would have great customer service to 'offset' the short comings of the property, but nope, none of their staff seems happy working here which makes me think they are not being treated fairly hence their subpar customer service. The only person whom we saw some smile and enthusiasm was from the sales person who was trying to sell us their vacation club. This hotel should have not been opened under Hyatt when it is not ready because it is totally ruining Hyatt's reputation. read more

Secrets Aura Cozumel - Very old and water leaked in this toilet in the room - Hotels Near Me - Cozumel, ROO

This is the dumpiest resort I've ever had the misfortune of staying at. The rooms all smell like mold and mildew. We had a preferred ocean view superior suite and the room felt like a cave. There is very little natural light in the rooms, the bathroom ceiling literally had a steady stream of water leaking out of it on our last day, and I woke up with a sore throat every morning. The in-room mini bar only includes 4 cheap beers. I was hungry all week because the food at every restaurant was terrible. The staff is all friendly which is the best thing I can say about the resort. The beachside service is slow and inconsistent. Spa services are outrageously priced. Do yourself a favor and stay elsewhere. read more

Horrible!! Pool water filthy. Toilet floods every night. We congregate at the pool and just listen to the unhappy members who "bought" into the high pressure member sales thing. This place is in total disrepair. I urge you! Do not book here! read more

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