Secrets The Vine Cancun

As others have mentioned, the staff that we encountered were second to none. They are obviously trained to be extremely service-oriented, and ensure their guests have everything they need for an enjoyable stay. There are so many whose names we did not get, but I want to do a huge shout out to Hector, the Concierge on the 26th floor. He was amazing! In addition, Benjamin (Benji) the pool Concierge on the 12th floor. Both of these gentlemen went out of their way each day to ensure we had everything we needed and that we were well taken care of. They went above and beyond. Humberto and Juan were excellent waiters in the preferred pool area. Ivan, also I Concierge on the 26th floor, was excellent. Our housekeeper, Yolanda, kept our room, clean and tidy, and was very kind and pleasant. In the Market Cafe, a shout out to Enrique and Walberto. Luiz in the Lobby Bar did a great job. Eduardo in the Italian restaurant went out of his way to accommodate our dining preferences. An extra shout out to Hector, our Concierge on the 26th floor. Our luggage was left on the tarmac at the airport in Cancun for a very long time and got soaking wet in the rain. Our luggage and clothes in the suitcase were all wet. Upon arrival to the hotel, and after check-in, we explained our plight to Hector. He immediately collaborated with a staff member from the laundry. I wish I had his name, but I don’t. He was so willing to accommodate our needs and take care of our wet clothes. Between he and Hector, they saw to it that the contents of four pieces of luggage were dried, laundered, ironed and returned in a timely manner and in impeccable fashion. We couldn’t believe it. They also provided us this service complimentary. Again, amazing. While our trip started off with that challenge, we were so impressed with how they managed it, and it continued to set the tone for the rest of our stay. Above average service. This resort is just beautiful. The rooms (Preferred) gorgeous and well appointed. Lastly, the entertainment is top-notch. Starting with the lobby bar, the lobby, and onto the shows. Entertainment during the day is great, too. Would definitely recommend this location for a beautiful, relaxing, vacation.

My stay at Secrets The Vine Cancun was really nice overall. The place is beautiful, super clean, and the views are just insane, especially from the rooms and pools. The staff is still really good too, everyone was kind and helpful the whole time. Lowkey tho, I gotta say… I miss Sexy Carlitos 😂 he used to work there years ago and brought such a fun vibe. Y’all should bring him back fr, just saying haha. But even without him, the energy is still good and the people there take care of you. Food and drinks were solid, and everything just felt easy and relaxing. Overall, really good experience, I’d definitely come back.

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.