Secrets The Vine Cancun

This hotel has been fantastic! The food quality top notch. And the staff — amazing. Our concierges Carlos and Hector, and Benjamin at the pool, were so good. And the Olio restaurant team: Rosa, William, Victor, Yair, Veronica, Michelle, Yazmin, and Ibeth were so friendly and attentive! First-class experience the entire time. We paid a little extra for the Preferred Club amenities—so worth it! We’re already booked to come back!

The hotel in Cancun wasn’t great. If you tipped, you got good service, but if you didn’t, you were pretty much ignored. They also had different levels of service depending on how much you paid, so the more you spent, the better you were treated. The restaurants were just okay—nothing impressive. Another issue was the constant push to get you into timeshare presentations. Plus, they had private vendors selling tours and running a photo booth that weren’t affiliated with the hotel. The worst part? If you booked anything through these outside vendors, the hotel wouldn’t take any responsibility if something went wrong. It’s frustrating because the hotel lets these vendors operate there, but then they won’t help if issues arise. It just didn’t make sense. There were so many private vendors around, and you wouldn’t even know they weren’t hotel-affiliated until you ran into problems.

The staff was great. Food Mediocre, and beach was great. I had never been in the hotel zone before and didn't know that there would be sales people up and down the beach and blowing a conc shell non stop on the beach to try and sell some.

There is absolutely no reason to pay extra for the Preferred rooms. I’m pretty easy to please but if you are “preferred” and you leave your room for a total of 4-5 hours, you’d expect it to be cleaned upon return. No mini bar restock either. The “butler” served very little purpose except to say hi and bye each day. It’s not a bad experience really but at no point was I impressed by the service here. When I asked for housekeeping while we are out at dinner they refused and said it’s only from 9-5. The swimming pools were ice cold. Service at the pools was great though. Food is just ok. I’ve had way better. Not worth the extra money we at all.

Great food, a hotel with a relaxing feeling and wonderful staff. Food is great and the beach out of this world. Had a great experience all around, will recommend this hotel to everyone.