Secrets The Vine Cancun

We have been coming to the Vine for years. We had some confusion over our room when we first arrived. The hotel staff did make the room situation right. I would like to thank Sebastian from the PC and Sandra from UVC for helping us. As always the staff at the Vine goes above and beyond to make our stay memorable. We travel a lot but make a point to always come to the Vine once a year primarily for the amazing staff and service. I would also be remiss if I didn’t mention the great addition of the mentalist Armando. He is great! Was like nothing I have ever experienced before!

The property was clean, but from the moment you arrive, they try to upsell you. We paid extra for an oceanfront suite only to find out that all oceanfront suites have air conditioner problems, and our refrigerator didn’t get cold. We were tricked into attending a vacation club sales scam on our first day at the property. No one goes on vacation to be scammed out of their time and thousands of dollars. The pool areas were nice, and the service was good, but there is definitely no free entertainment here. If they have a show, you will have to pay to get in. When I was checking out, I was overcharged by hundreds of dollars on my credit card, and when I complained, I was told the money would be refunded in a week or two. The transaction was reversed, but the fees were not.

Pros: The hotel is clean and the staff are very helpful. The food was generally good. Cons: Even with the preferred club level, only very limited liquor options and not premium at all. I contacted the resort before booking and they told us that if we booked Preferred Club our drink preferences would be available, however when we checked in the Preferred Club offered what would be considered well liquors and the regular bars had no name tequilas, rums, and vodkas. The restaurants were only open on certain nights and there was no rhyme or reason for when they would be open. For the ones thar were open, you can only make reservations if you buy a bottle of wine, so the wait to be seated was 30-60 minutes each night without reservations. If you are not looking for an extremely quiet romantic vacation, do not go here. We went as a family and it was almost all couples and little to no entertainment during the day or night. This was our 10th or 12th all inclusive and I have never experienced an all inclusive that was completely quiet with nothing to do at night. We talked to many other guests that were very disappointed in the lack of entertainment or things to do at the resort. Overall, it did not feel like a 4 or 5 star resort, it felt like the hotel was cutting corners to save money. We were told that they used to have better liquor options in the past and it was strange that restaurants were only open on certain nights. Also, I have never been approached so many times to buy wine or pay for special dinners. I think they should spend less on the concierge or butler staff and invest more in entertainment people and experiences.

Great place for a quiet very comfortable vacation with luxurious ambiance and unmatched service staff always smiling and always willing.

We decided to stay here for a short 3-night trip to celebrate our 15th wedding anniversary. We were married at Secrets Maroma in 2011, and since The Vine is much closer to the airport, we figured we would give it a try. I reached out to the resort ahead of time and let them know we were celebrating our anniversary, and they were really great about acknowledging it and making us feel special. Overall, the hotel is nice, but it is definitely showing its age and could use some TLC. Many of the pool umbrellas were either ripped or broken, and while the pools themselves were nice, there were quite a few missing tiles. I also noticed some black discoloration in a lot of the grout lines around the pool, which I assume may be mold or mildew. It wasn't exactly what you expect from a luxury resort. The food overall was good, and the steakhouse was excellent. We didn't have to wait for a table because during the day the servers walk around offering bottles of wine, and if you purchase one, you can get right in. We bought a bottle of Whitehaven for $110. For comparison, that same bottle is around $15–$17 in the U.S., but hey, it was our anniversary, so we figured, why not? They decorated our table for the occasion, and the service at the steakhouse was really good. The food was delicious and definitely one of the highlights of our stay. Room service, however, was a different story. We ordered dinner the first night and it took about an hour to arrive. We also ordered breakfast one morning, which took over an hour as well. The app and confirmation call both indicated a 40–45 minute delivery time, so the wait was disappointing. The biggest disappointment actually came on our last day. After checking out, we were approached by a representative about booking future stays at a discounted rate. They showed us a list of all the Secrets properties and explained the differences between "Luxury" and "Ultra Luxury." Secrets Maroma, where we were married, is considered Ultra Luxury, while Secrets The Vine is classified as Luxury. After seeing that comparison, I have to be honest: based on our experience, The Vine felt more like "Luxury" on paper than in reality. Having stayed at Maroma previously, the difference in overall condition and upkeep was pretty noticeable. That said, we had a good anniversary trip, the staff were generally very friendly, the steakhouse was excellent, and the resort has a great location close to the airport. But if you're choosing between The Vine and one of the higher-end Secrets properties, I would probably spend the extra money and go with one of the Ultra Luxury resorts—especially if you're expecting the same experience as Secrets Maroma. For us, The Vine was a good place for a quick 3-night anniversary getaway, but I don't think we'd choose it again for a longer vacation.