Secrets The Vine Cancun

We had such a wonderful stay at Secrets The Vine Cancun in beautiful Cancun, Mexico. From the moment we arrived, the hospitality was warm, genuine, and incredibly attentive. What really made the experience special, though, were the amazing people who served us throughout our stay. A special thank you to Bruce, our floor mayordomo, who consistently went above and beyond to make sure everything was perfect. His attention to detail and sincere care made us feel truly welcomed and looked after. We also want to recognize Lucio Luna, whose organic, kind, and welcoming approach to sales was honestly refreshing. His style was never pushy, just thoughtful, professional, and genuinely helpful. Lucio represents the very best of hospitality sales, and he should absolutely be leading sales training for the property. At the pool and beach area, Angel, the supervisor, was attentive, warm, and incredibly kind. You could tell he cares deeply about guests having a great experience, and his leadership clearly sets the tone for the team. And finally, Carlos, the Beach Chair Manager Attendant, deserves a huge shoutout. He worked tirelessly, always with a smile, making sure guests were comfortable and taken care of. His friendliness and work ethic did not go unnoticed. It is the people who make a resort memorable, and this team truly made our trip special. We are so grateful for their kindness, professionalism, and heart for hospitality. Thank you all for such a beautiful experience. We look forward to returning.

This resort is a high rise, express elevators for the higher floors made the elevator rides a non- issue. We had a preferred room… stunning, spacious, spotless. Hats off to Oscar, our concierge and Miika our housekeeper. We did not use the preferred pool as we like to be closer to the beach. All of the pools were clean & well maintained. Our meals were great, no reservations required, so that was a bonus. We ate at all of them, only felt rushed once. Best buffet we have ever experienced. The 24/7 cafe, centrally located, with lots of snack options was always busy and welcoming…. Great coffee, great staff !! Although the chair game is real, those guests who “save” chairs at multiple locations are the problem. Maintenance crew also deserve a shout out…. To replacing a slightly torn umbrella to fixing or replacing a chair, they were always prompt and never needed to be asked. Entertainment was good. The beach, had a few weeds that were cleaned daily, we swam in the ocean daily and had a great time on the sandbar. A final comment was when a group of staff, from all levels, gathered as team to pick up trash and ensure the sand was clean for the guests…. A great team building exercise that explained why the staff was so great !! We will return !!!

This was a new experience in resorts, high rise setting, but very easy to get used to. We had a preferred room and it was so beautiful. We didn’t make use of the Preferred amenities, found the pool area small, so we used the pool near the hot tub and Sugar Reef bar. Lots of afternoon entertainment, which we loved. Food amazing with The Dragon our favourite and Olio not impressed. Buffet was great and too bad it didn’t serve dinner. Casino night fun and refused to pay for any other event as it is all inclusive. Staff amazing. Special thanks to Estafani , Jorge at Nebbolino, Pablo at Blue Water Grill, Rigoberto at Dragon, Astrid (popcorn lady) and our concierge, Oscar plus room cleaner Milka. Our only complaint was the fact that you had to be downstairs at 6 am to get a lounge chair, and even then so many were already taken. People behind us almost had a fight because someone took loungers that had a towel on them. We watched couples reserve 2 chairs by the pool AND 2 on the beach each day. They need to figure this out! Would I go back, yes.

Our stay was absolutely incredible, largely thanks to the outstanding team at Secrets The Vine Cancun. A special thank you to the Preferred Club concierge team — Rosanna, Abel, and Watzon — who were always attentive, proactive, and genuinely committed to making our experience seamless. At Nebbiolo, Carlos and Rodrigo delivered top-tier service with great attention to detail and a welcoming attitude that made every visit memorable. Dany at the bar kept the energy high and never missed a beat. By the pool, Benjamin managed everything flawlessly, while Norberto and Daniel provided exceptional service — always present, efficient, and friendly. What truly stood out was how this entire team consistently went above and beyond. Any request or issue we had was handled within 15 minutes or, at the very least, they always came back with a solid alternative solution. The only minor downside was the smart elevator system, which occasionally glitched and led to wait times of 5–10 minutes during peak hours. That said, it did not take away from the overall experience. This level of service is rare — it made our stay not just enjoyable, but unforgettable. We will absolutely be back.

Great food options, staff is super attentive and engaging. Shout out to Manolo and Cesar at breakfast- always lookin after us.