Secrets The Vine Cancun

We booked 8 days at this property based on my stay at the Secrets Akumal 7/25. Big mistake!! We suffered 2 micro aggressions: First, while visiting the hotel shop, the associate came behind the counter and stood over my sister & me. This treatment was not given to other patrons. BTW, who pays $6000USD to steal a t-shirt. I immediately lodged a complaint via the Hyatt app and received a heartfelt apology but no apology could alleviate the bad vibe given by this experience. Second, we decided to purchase a cabana on the beach rather than lounge at the preferred pool. We were greeted with “did you pay for this” by a face wearing a scowl rather than the expected bottle service. Again, we complained via the Hyatt app when she continued to walk past us without offering service after we uploaded the menu. Alejandro, from management came, apologized and offered us a special table at a show. We appreciated his efforts but did not attend because all we wanted was to be treated with dignity as paying guests rather than a freebie. The associate returned to apologize at the end of the day and we accepted. We saw Alejandro several times afterwards and he always made offers to amend for the indignity we’d suffered. We appreciated his efforts and would note that he is excellent at customer service. On a better note, our ocean view jr. suite was beautiful and very spacious. Victoria offered excellent housekeeping services. Our 27th floor concierge, Manuel went above and beyond to ensure we had all that we needed. He even walked us to the beach(in his dress shoes) to assist us in locating beach chairs. He also made sure our baggage service and transportation were handled prior to departure. In-room dining was on point.

If you are unsure please read. This was a last minute getaway from the cold. The staff here are just lovely. Our room was fantastic and we were given the option to upgrade to preferred at a minimal rate, we did! The facility is nice, the staff friendly and helpful. We were able to always have beach front or pool front access (rooftop infinity pool). Outdoor yoga, silly water aerobics, good service. Getting a seat for dinner is a challenge. Download the app, put your name in at the restaurants, enjoy a cocktail and the music in the lobby. Food is ok. We especially enjoyed breakfast at olio, pool side lunch, dinner at dragons and at the grill.

Best week ever! We stayed at The Vine for a work trip. The place is gorgeous! The room was beautiful, spacious and clean! The staff here is top notch. So respectful and professional! It was so peaceful at the pool and beach considering its Adults Only! The food however, is a mix of great and bad! The steakhouse was decent. The steak is not good quality and not properly cooked. Olio for mediteranean food was amazing. The steak not so much but the service was excellent. The sea salt grill outside by the pool was amazing. The Lemon Ceviche was incredible! I ate 2!! Every night was OK...until...the final night, we ate at Dragons Asian Fusion. It was the best meal ever!! Our server, Rigoberto was so patient with us. We ordered almost everything! At the end of our meal, the Head chef, Isidro, came out to meet us. We showered him with compliments. He is an amazing chef. The flavors were amazing. We even had a "show" of coffee liquor with flames!! It was fantastic. Dragons was the best part of the whole week! Also, I appreciate the security here. If you leave the resort, they log your room number when you leave and return. The streets seemed safe to walk.

The worst service experience. The check in process took an hour. A whole hour stood at the actual desk being actively checked in. This was after being kept waiting at the gate house for 20 minutes because the security guard only had one room booking on his list instead of two. I showed him my booking of two rooms but he was reluctant to call the front desk to verify, and he would not let me past to resolve it. The hotel will give you $200 resort credit to use on things like bottles of wine. They did not explain that this is only usable in $10 increments, so upon checkout I had to pay the he full prices for the two bottles of wine. Trying to discuss this with anyone at the front desk or management was having a mind bending circular conversation. They made it clear that without paying, the security would not let us leave the hotel. An organized scam under the label of a luxury hotel.

I have travelled to this resort numerous times since it opened and in my opinion it is still one of the nicest properties on the Cancun strip. The service, food and beach are all fantastic 🌟