Secrets The Vine Cancun

I had a wonderful stay at Secrets the Vine, stayed there in December for my Birthday. The staff provided excellent customer service, shout out to Edgar at Market Cafe, he knows his job well, makes the guest feel at ease and welcome, very attentive, this is the same for Abigail, Vinny, Ariana and Jose May the Supervisor. This is a group of young professionals who truly care about the guests. One on the best housekeeping staff you can get is Viviana, she kept our room super clean, very pleasant and works fast.Noemi turn down services in the evening is awesome, she has a way of rearing things in the room in the afternoon after a long day at the beach that makes the place looks like just like it was done in the morning. I have never experienced that at other hotels.Reyna at reception and check in desk is also a great staff person and represents the Hyatt brand well.

Lovely hotel! Second time we have visited, the hotel has everything you need. If you need anything extra they will try and sort it for you. The staff are all amazing and so polite and welcoming. Jaime and Hay-dey are both lovely people who made our stay extra special by jusy being themselves. They are two fantastic people who deserve a pay rise for how hard they work and how they cannot do enough for you. Can’t wait to come back and stay again soon!

Chef Isidro and our waiter Jorge were great! Food was delicious. Service and presentation were excellent! Would recommend!

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.