Secrets The Vine Cancun

I booked this trip for our 10th anniversary. All the staff here are incredible. However, the quality here is in NO WAY close to a 5 star experience. They say it’s a 4 diamond resort. Absolutely not. I am flabbergasted that Hyatt chooses to associate themselves with this place. I’m still here right now trying to figure out how to leave early in the middle of our 7 day trip we are so disappointed. The staff—they are all nice and trying their best. They are not to blame. It’s the system. If this is what Hyatt resorts are like then I’m definitely choosing differently next time. I paid like $300 extra for a romantic dinner with my wife and was served lobster so overcooked you couldn’t get it out of the shell and a steak so chewy my 5yo could have done better with the Traeger at home. Not willing to spend thousands to come back here. Regret having done so already. Biggest problem is that if the weather is unseasonably cold—you are on your own. They don’t have heat and it’s cold AF. No sleep for you. All they care about here it seems is constantly trying to sell you on upgrades (that quite frankly disappoint the hell out of you) instead of delivering on the basics. Nope. I write this as I lie in bed here at the resort scheming on how to leave early. Never going the “all inclusive” route again that’s for sure. It’s BS.

Manolo, David and Cesar have been wonderful for every meal. Very friendly and attentive!

This has been the best all-inclusive hotel that we have been to. The staff are so helpful and friendly, the range of restaurants is fantastic, the drinks, entertainment, service, everything was just brilliant. The preferred club is 100% worthwhile, even if just for the access to the 12th floor pool and Olio for breakfast.

Michelle at Olio was fantastic! Perfect way to start the day each morning. Her and her team of Rosa, Willian, Jeovany and Victor were excellent!!

Not an ideal experience, we won't be returning, better options exist for visiting Cancun. Prepare to wake up early. If you want a seat at the pool/beach prepare to wake up early, other guest "claim" seats with a towel, a flip flop, or bag. When staff were approached about this asking if there was any policy i.e stuff abandoned for >1 hour to be removed, they said that makes sense, but rather than enforcing anything they just walked away. Bring Ear Plugs We had the joys of experiencing the loud sex of our neighbors, and their rock parties sound dampening does not seem to be a priority. We also had room 2126, which is close to a check in area/bar with it's own balcony on which additional guest partied into the night disturbing sleep. Food and Drink They were alright, however most restaurants only open for dinner service, and aren't open each night. Lack of day time options leads to many trips to the buffet, which was alright, but it was buffet food. If you want to reserve a table at one of the restaurant they want you to purchase a $100 bottle of alcohol before they'll put your name down. Annoyances Multiple times a day we were messaged from the excursion person and the concierge, just pestering us. The only two things I requested from the concierge did not happen. The guest relations kept slipping "special $200 coupons" underneath our door, if we just came and spoke with them. We were relaxing at the pool when a staff member tried to up sell us on a bottle of wine to get a dinner reservation. Room condition The outlet next to the bed was hot glued into the wall, and would only trickle charge my phone, leading to 11 hour charge times. Lights flickering in the closets, and shower. Not terrible, but not luxurious.