Secrets The Vine Cancun

This was our second visit in 9 months to Secrets The Vine in Cancun. Without a doubt, this is a major customer service provided experience from the moment we got there to the moment we left. But above all, I have to mention the friendliness, professionalism, and overall kindness of every staff member we met during our stays. We also purchased a cabana for each day of our two stays and, truthfully, it is money well spent. What a great experience and one we will never forget. I would be remiss, though, if I didn't mention Angel and his staff who provide poolside and cabana services: how were treated every minute of every day by Angel and his staff was just awesome... thank you Angel!

I honestly wouldn’t even think twice about going back. Employees were not attentive. Every time we ate, they came to our table once and never came back. We were a young group and maybe thought we didn’t have money, but that is not an excuse. They blamed us and did not trust us. They put another groups luggage’s in our transport and blamed us for an error in their job performance. They also spilled soy sauce down the back of my friend and proceeded to say we will need to check the cameras before they are to provide any service for cleaning. Do not go with a group either. They will spy on you if you have a group and want to take pictures in your room as a group. We had “security” out side of our room door because we were taking pictures. And not even causing a disturbance. Literally just taking pictures. I would only go back for ONE reason and his name was Jorge. Best bartender on the property. If you think you like this property, don’t. The BOTTOM of my list of resorts to choose from that I have visited. The streets are calling because I would have rather slept there.

Secrets The Vine far exceeded our expectations. It was our first experience at an all inclusive resort and we were so impressed we plan to visit other Secrets properties. Staff here were unbelievably amazing from the moment we arrived everyone was so friendly and accommodating. Loved the Mexico party on Wednesday. We stayed in the preferred club junior suite which was a wonderful room, highly recommend. Our butler Mauricio on the 23rd floor was the best! Special props to bartenders Carlos at the Vine Lounge, Jonathan at Sugar Reef and Ricardo at Bar Manatees! Book your trip you wont be disappointed!

My partner and I spent Feb 15-19 at Secrets The Vine Cancun for our anniversary. The hotel itself was beautiful and the service people were mostly good. We would like to give a big shout out to our butler Carlos. He was absolutely delightful, polite, professional and took great care of us. Jorge at Blue Water Grill was great. Adrian and Abigail at The Market Cafe were fantastic. Beware: The sales associates!!! They were stalking us around the resort since the moment we arrived at the resort. They tried very very hard to offer us "free vouchers" to enjoy a dinner or a massage at the resort BUT BUT BUT... to get the offer you would have to attend a UVC (Unlimited Vacation Club) 3 hours meeting at Hyatt's newest opening in Cancun. Kinda like timeshares but not timeshares. The sales associates would NOT leave us alone and that left us with such a bad taste experience. The worst is their desk was right outside of the elevator that you basically cannot escape from them. We were on a vacation and we shouldn't have to be harassed by these sales people. We would NOT return to any resorts own by the Hyatt's until this poor tactic is eliminated from the resort. We were in the "preferred club" suite. The room was very beautiful and spacious but there were zero perks aside that. They tried very hard to make the check in process seem very lux and make you feel very important but in reality... you get nothing more. They have a separate very small pool area for preferred club guests but it was full most of the time and we couldn't even get a chair to lay. In general, I believe the resort capacity of guests does not match the number of chairs around the resort. Most of the time we experienced difficulty finding somewhere to lay and we also witnessed other guests have similar situation. My recommendation to the hotel is to give all preferred club guests a priority to reserve chairs around all pool/beach areas. Why are we paying paying premium prices and we have to get up at 5am every morning to battle out other guests by the pool to reserve 2 chairs? That didn't sound very "luxerious" to us. It was very tasteless and low end. I hope my review will help some people before making their decision on booking this resort. I also believe higher management should consider to make some changes as soon as possible for better experience in the future because our experience definitely didn't feel very high end.

This resort is a MUST! We had the preferred service and we felt Like royalty. Everything from the check in to check out was so easy and professional! The food is incredible, the resort is stunning and the staff make you feel right at home!