Secrets The Vine Cancun

What an absolutely amazing hotel! The staff are so immaculately dressed and so friendly and happy with nothing being too much trouble. Our Junior Suite was HUGE and had superb sea views and of the other pools - mind you, on the 27th floor, you don’t get a bad view in any direction. To the left the beach and the Caribbean and to the right, the massive lake. One of the best things we enjoyed was the live music- especially wonderful pianist, Frank May and the fabulous sounds and singing of Trio Aroma. This was one of the things that made our holiday so special. Food was amazing and plentiful everywhere and we favoured the Bluewater Grill for their tender and beautifully cooked steaks. At breakfast in the Market Café, we were served by the smiley pair of Abigail and Wally - giving us such a special start to every day. Bruce and Hector, sharing shifts as our personal concierge for our floor, were very happy and helpful in organising a special breakfast on our balcony on my wife’s birthday and a birthday cake in the afternoon. Everything was more than we could have hoped for and an amazing place to celebrate my wife’s special birthday.

The service was terrible, honestly. Anytime we needed anything, it took way too long to get it. Also, we had to ask 4+ times for several things to be done for delivered before they were finally done or delivered. Stupid things like someone saying that can’t bring a banana or some cheese - even though those are readily available….or calling after the minibar people left and asking for M&Ms because they ONLY put ONE packet per day in the minibar and very few drinks, No alcohol, and one tiny can of pringles (ridiculous!!!) and them saying no one can deliver it….or the butler saying he’d look into something and just never getting back to us. The hotel appearance is so sterile….not enough decor or water features or better lighting anything to make the place feel more luxurious. Items were rusted, broken, mildewed, scratched up, etc. Our toilet clogged on two mornings despite nothing being placed in it, and it took them over a hour or two BOTH times to unclog it. Terrible. Our coffee maker was broken and flooded the floor. Surprisingly and Sadly, nobody ever went above and beyond to make our stay extra special or comfortable, despite leaving large tips. It was always just the standard, basic, bare minimum that everyone else gets. We were even on the preferred level. The food from the restaurants is a little better, but the hotel food is pretty awful. I am just so disappointed in the entire experience - it was nice but not great by any means, and there are just WAY too many better resorts to stay at that one can choose from for a better experience. Everything was so stingy and minimal. The fire alarm went off during my massage THREE times as well as workers making loud noises in the halls outside the door, and nothing was offered to remedy this. I had to call later that day and ask for a conciliation. The remedy offered to us was to add 25 free minutes of massage to another treatment….which I thought was nice at first, until I found out that we already HAD 25 free minutes to use as part of our preferred status welcome package that was already going to be used! So nothing was actually done! And when my husband and I went to do a couples massage on our anniversary, they left us THREE times in the sauna, steam room, and hot tubs way longer than the 10 mins we’d requested….we lost track of the time being in there ourselves and since no one was coming, we just had to exit on our own and then look around for someone to help. (This was as Yesenia…who was always rude anyway and always did the least possible effort. She would often forget things like the bucket dump therapy between treatments or using the aromatherapy spray in the steam room, or offering us cold towels and water. The WORST experience came at checkout when they could not find a receipt for a $568 charge that we paid on day one for services and then tried to charge us a second time upon checkout…they said they had no record of the charge…so I had to literally pull up my bank account to show them the charge and then they magically found it on their end. When we tried to explain and show how a couple of the itemized charges were double charges, they simply acted confused, refused to get anyone from management, and told us we had to pay or else they wouldn’t let us leave. Our transportation was threatening to leave us behind, and we almost missed our flight because of the nightmare checkout process. They were SO rude and unhelpful…I guess because we were leaving and they’d already received all the money they were going to get from us. Room service takes FOREVER, and two mornings when we ordered breakfast in the room, they forgot the main parts of our meal - both times! It also takes forever to get ice to the room, and you can’t get it any other way besides ordering through room service. They did absolutely nothing special for our anniversary in the room….despite leaving large tips every day for the maids…no sign on the door or anything, which was shocking. We also paid for the chef’s table, and the main course was TERRIBLE! Steak so tough that it was barely edible. Same with the lobster! Dry and tough. Everyone there kept whispering how terrible it was. Four of us had been told there would be a wine pairing with it. They weren’t going to serve any wine, but we all insisted we had been promised that, so they finally agreed to just give us house wine at least. How terrible for something we paid so much extra for! The ONLY good service we got was from Angel at the cabanas. He did truly go above and beyond to serve and accommodate us. Granted, we tipped him a lot every day, but at least he earned it! All of our spa therapists were wonderful (Sandra, Rosario, and the two we had for our couples massage.) Alberto and Beth were wonderful at the cabanas too. And our waiter at the private dinner on the beach (Oscar) was wonderful. The drinks weren’t very good or well made. I did appreciate how there were no pushy timeshare salespeople, but everything seems to have additional charges, and by the time you leave, you just feel like you were nickled and dimed to death for every little thing. There is NO good or safe shopping within walking distance. Otherwise, we really have nothing else good to say about the service and accommodations and food.

This resort was nice, the beach was great and the staff were amazing. The rooms were average. Tons of activities to do at night. Jesus and Andres were amazing bartenders making sure we always liked our drinks, and were always attentive to us! They were very sweet and humble people working hard! Overall our stay was good. The only con for me was the food, it’s not great. 3/5 But location, atmosphere, and staff 5/5

1st time to Cancun, excellent place to stay, great pools, great beach, great food, ok entertainment, but bad drinks = cheap booze, sugary mixes. If the drinks were even a fuzz better, I would give 5 star

We had a great experience! The location was great, its convenient, about 20 minutes from the airport. Considering its the holiday season, the atmosphere was festive in a laid back way. The rooms were clean, though not enough charging stations for phones. The only reason I give a 4 is because the check in process was bad. The guy wanted to charge twice for shuttle transportation from the airport. When we showed our payment, he gave us a qr code to scan for activities but gave no details. A few pointers would have made it more fun. I will give kudos to César, Manolo and Nicolle, they went above and beyond to make the stay wonderful!