Secrets The Vine Cancun

We took our adult children to Secrets of The Vine. We had a great time. This is our second trip to this resort. We did notice the service was a little lack this trip, but overall we don't really have any complaints. The Entertainment Staff is incredible. There is a lot to do on the property without having to leave the resort. We ate at all the restaurants at least once with no complaints. Our rooms were clean and comfortable.

Awful awful spa experience. Booked in for a massage on first day. I came from the pool area with damp (not wet) swim shorts to ask about booking a massage and they said they could do a massage right then. But they insisted I kept my damp shorts on and so the whole massage was spoiled as I felt so uncomfortable throughout. At least 3 times during massage I explicity asked "Can I please remove my shorts" and each time she replied "NO!". I have never been to a spa with a policy that insists people wear swim shorts. I raised this with the spa and concierge and no one at hotel addressed it or said it was not policy. Usually I am naked or offered disposable clothing underwear. They should explain this policy of having to wear swim shorts to people before they arrive because I would not have gone ahead and paid if I had known. In addition, one waiter at the restaurant was so bad we had to leave. As soon as he realised we did not wish to pay for wine, he was the rudest waiter ever, throwing the wrong plates down without even looking at us, never bringing things we requested etc. In addition, on several occasions we had to request a room clean as our room had not been cleaned. The shower flooded the room on first day which we had to mop up. Due to experience with worst waiter ever, we avoided restaurant for last night and ordered room service. That said it would take an hour but ended up being 2 hours and some items missing. Also gave up on preferred club breakfast as had to leave and go to market cafe, due to making several attempots to get what we asked for and never managing it. Overall, an appalling level of service and management never once addressed anything, other than asking us to tell the things over and over again to different people. It was the fact no one addressed the complaint about the spa though that was the worst of all. I would have expected someone to talk to us about that. Management should really look hard at themselves for never once addressing these issues which we raised during our stay.

Our stay at Secrets The Vine Cancún was terrible, from Day 1 through Day 6. We are giving the lowest possible rating because the resort did not provide the accommodations we booked and paid for, and our concerns were never resolved in a fair or professional manner. We reserved an All-Inclusive Preferred Club Ocean Front Master Corner Suite. At first glance, the room appeared attractive, but we quickly discovered that the air conditioning was not working and the cleanliness was below acceptable standards. After notifying our butler, we were moved to another Ocean Front Master Suite, but the air conditioning still did not work and the room was even warmer. The furniture was badly worn, with torn sofa cushions, visible stuffing, and debris on the floor. We were then moved to a Presidential Suite that was bare and lacked the décor, lighting, and Ocean Front view we had specifically reserved. After yet another move, we were placed in a fourth room that still was not the suite we had paid for. In total, we spent the first two days of our vacation packing, unpacking, and waiting for room changes instead of enjoying our 38th anniversary celebration. When we finally met with the General Manager, we expected the matter to be handled appropriately. Instead, the initial offer was a complimentary dinner, even though that was already included in our all-inclusive package. When we explained what would be required to address the situation, we requested a Cancún excursion, a couples massage, and reimbursement for the first two days and nights of our stay. The General Manager initially agreed to the excursion and massage but refused to compensate us for the lost days. We were then presented with a document stating that those items would only be provided if we agreed not to discuss our experience. We were not allowed to keep a copy, and after reading it, we declined to sign. When we asked that the two-night compensation also be included so the resolution would be fair, all three items were ultimately denied. To this day, we never received the Ocean Front Preferred Club Master Corner Suite we reserved and paid for. In our view, compensation for at least two nights would have been the minimum appropriate resolution, and compensation for all five nights would have been justified since the accommodations we booked were never provided during our entire stay. This experience fell far below the standards we expected from Secrets The Vine Cancún. Our 38th anniversary vacation, which should have been a memorable celebration, became an exhausting and frustrating experience. We left deeply disappointed by both the condition of the accommodations and the resorts General Manager unwillingness to take meaningful responsibility for its failures.

Poolside fun, great food, and attentive staff. Rooms and facilities were clean, but needs some updating. Our room was spacious and comfortable.

I loved it here! They greet you with a, "Welcome Home." Professional and friendly staff always willing to help and very aware to anticipate your needs. I would definitely come back here.