Secrets The Vine Cancun

TL;DR - If you have the means to fly to cancun and stay here just to read a book on the beach, this is for you, otherwise its a bad time. Food was pretty good though. First of all, for all of these complaints, no one listened. Every time I asked for a manager, I was just pointed to concierge. Inconsistent: Only some guests received champagne on arrival; 2 friends had a ready room at 12:30, 2 others had it at 2:30, and we were scolded and told we HAVE to wait until 3 as it will be ready at 3 and it wasnt ready until 3:20, AND the sheets were still stained and had hair and debris on it. Bags took an HOUR to get to us. After telling them we were going to go get our own bags and they confirmed, I made it downstairs just for them to say they dont know which floor the bell boy is on with the bags. Random maintenance man knocking my door at 7am mistakenly thinking I asked for a plug to be fixed. Put my name on a list for a nice dinner for 7 people. Was told it would be about 50 minutes. Went back an hour later to be told "Oh we don't actually service a table that size without the wine package purchased." I had to go full embarassment just to get us seated. Asked for transport to the airport the day before. Was told by Concierge to leave my phone # and an Amstar rep would text me in an hour. 6.5 hours later, I got no text. Also, super restrictive for those who like to drink. No alcohol served prior to 10 AM (my friends wanted 9:30am mimosas with breakfast). No shots at the pool or beach after 5pm. Despite being Adults Only, bathing suits must be covered up before entering the building (women), and all button ups must be buttoned at least 3 buttons (men). Lack of activities, lack of digitally posted scheduling, lack of awareness.

The location was nice and the Italian and Blue Water Grill were great but long waiting lines. Sea Side Grill says it is best gourmet Peruvian food, but I have had much better in other locations and they forgot to place my husband's and a friends main menu order. Because all the pools are basically next to each other, there is no real quiet time to relax unless you are prefered member and you can use the pool in the 12th floor. Too many influencers at that time and you had to constantly stop to let them finish filming or get their wrath if you messed up their filming. Room service was almost non existent in the preferred area and only gave us chocolates the 1st two nights and wrappers stayed on the night table until I threw them away the day we left. It is not a place for people with handicaps, wheelchairs or walkers, only one steep ramp to get to all the pools and step downs are not properly marked to warn you. It's a nice place for young inexperienced travelers.

The entertainment staff should be rated a 10! Aisha, Emmanuel and Jose were so friendly and fun. They went above and beyond!

From the moment we checked in, we were misled by the sales staff. They made promises they had no intention of keeping just to convince us to accept an “upgrade.” It was dishonest, unprofessional, and completely ruined our first impression of the hotel. What should have been a memorable celebration of our anniversary turned into one of the worst hotel experiences we’ve ever had. Choosing this resort for such an important occasion was our biggest mistake. We expected honesty, respect, and exceptional service, but instead we were met with false promises, poor treatment, and constant disappointment. I would never recommend this hotel to anyone, especially if you’re celebrating a special occasion. There are far better resorts that value their guests and deliver the experience they promise.

Fabulous hotel to spend our Wedding anniversary, loved the hotel, staff were friendly and attentive from m pool bar staff, restaurant, all bar staff and front desk to be friendly and attentive. Food mostly excellent with a couple of exceptions such as Mexican al a carte where the menu, food and service were poor and the saltwater grill in the evening changed from Al a carte to buffet and bbq, very poor choice for vegetarian and my husband found meat cold and tough. Stand outs for us were Nebbiolo where we dined 4 evenings was exceptional, food and service were excellent and we were looked after and welcomed by Michelle and her team on each occasion. Dragons was also superb, food and service were first class. We also loved Bluewater Grill, again good and service were excellent and we were looked after each time by Manuel who was great. We had lunch each day at Saltwater Grill where the fish tacos, pulled pork burger and cauliflower popcorn were stunning,. Service by pool bar staff was excellent . Our holiday highlight was our visit to the chefs table with the wonderful Aisha and Fabien the chef (apologies if spelling is incorrect) it was a fabulous experience and we highly recommend. Aisha and the rest of the entertainment team were such a credit to the hotel, my husband loved the water volleyball, it was great fun.also We we loved our breakfast in the buffet, we usually sat just inside the market cafe on the left hand side, sorry we did not get the waiters name but he was lovely in that area.