Secrets The Vine Cancun

The facilities are great. The lobby especially gives you the feeling that you are in a luxurious environment. However, we felt like there was constant pressure to purchase additional services or upgrades. From premium bottles by the pool, lobster options in the restaurant for $150, vacation club presentations, spa products, and other add-ons, it seemed like selling was happening everywhere. At times, it felt more like being in a marketplace than staying at a luxury Hyatt resort. The resort itself is beautiful, but the constant upselling took away from the relaxing vacation experience. I’m curious when this became such a big part of the resort experience. The pools did not have a swim-up bar, so all drink orders had to be placed through a waiter. Unfortunately, service was very slow since the waiters were responsible for serving all guests at the same time. On one occasion, one of the servers completely ignored our drink order. Thankfully, another waiter noticed and helped us get our drinks. Eventually, we ended up leaving the pool area every so often just to get drinks ourselves because waiting for service took too long. For an all-inclusive resort, where drinks and pool service are a big part of the experience, this was very disappointing. We ordered a few drinks through room service and waited 40 minutes before calling to check on them. We were told they were on the way. After another 15 minutes, we called twice with no answer. I called again about 10 minutes later and canceled the order. Somehow, the drinks still arrived almost 2 hours later while I was leaving for a tour. Very disappointing service and by far the worst room service experience I’ve had at an all-inclusive resort. The biggest issue was not just the delay, but the lack of communication and follow-up. Overall, the food was very good. The Tacos al Pastor at Market Place was definitely the highlight although the seafood casero followed closely. We did have an issue with the waiting lists, as every restaurant seemed to have a very long wait time and my wife was starving. We brought it up with the manager, and he quickly stepped in and had us seated within a few minutes. It was a very positive experience, and I really appreciate him taking care of the situation. Thank you, whoever you are!

The hotel provides what you would expect for this class and price range. The staff are friendly, food is decent, but I want to share an experience that happened literally yesterday which talks more to the character of this property. As a Hyatt Explorist I will also share this with Hyatt senior management. Yesterday I had a slip and fall injury next to the pool nearest the beach. I’m 64 years of age and it was a pretty bad fall, slipping on a small pool of water near the steps that lead down to the beach, falling on my back, hitting my head. The staff were very quick to attend to me, they encouraged me to see their in house Dr, but fortunately my wife is a nurse and she was able to do all the relevant checks. I’m pretty sore the next day but it could have been way worse. My issue with the hotel is not about negligence, but it was obvious in hindsight that they were more concerned with protecting themselves than they were with caring for me. The duty manager instructed one of his staff to video me - without my permission. I was disoriented immediately after the fall and this was wrong of them to do. They wanted to capture me saying how nice they were helping me. I never heard from the duty manager again after the incident. This morning when my wife and I went down to the scene of my fall there was a ‘be careful / slippery surface’ sign placed there. Had it been there yesterday perhaps my fall may not have happened. I was expecting when I checked out today that the property would have offered some gesture - refunding the $130 cabana fee from yesterday, refunding a dinner, something..but they offered me absolutely nothing. In hindsight it was apparent that their primary concern was protecting themselves vs caring for me. I never had any intention of blaming the hotel - it was my fall not theirs, but seeing that warning sign this morning and connecting the dots left a bad taste in my mouth. Not to mention a very sore head. Do better Secrets the Vine.

The concierge Tamara was so nice and helpful and accommodating! She showed me around the place and helped me find whatever I needed to find! Everybody was so polite and nice and it was beautiful

From the moment we arrived, the staff at Secrets The Vine set the tone for the entire stay — genuinely warm, attentive, and always going out of their way to make us feel welcome. It's the kind of hospitality that's hard to fake and even harder to forget. The on-site dining was a real highlight. We were impressed across the board, but the Asian restaurant (Dragon) and the steakhouse (Bluewater Grill) stood out in particular — both delivered on flavor, atmosphere, and service. Would we go back? Absolutely. Secrets The Vine is the kind of place you find yourself recommending before you've even unpacked at home. Best time to go is between Sept and March to avoid the seaweed on the beach. If you plan to just go poolside then it doesn't matter.

Overall, we loved our stay. The vibe of the resort was amazing—relaxing, romantic, and perfect for couples. We especially enjoyed the wine tasting experience, and our favorite spots were Dragon’s for its excellent meals, Half Time, and the coffee shop. I booked a Deluxe Ocean View room and paid extra specifically for the ocean view. Unfortunately, the view from our room did not match our expectations. From inside the room, the ocean was barely visible, and we had to step all the way out onto the balcony just to see it. This was quite disappointing, especially considering the additional cost for the upgraded room category. The breakfast buffet was good, although the selection lacked variety as it was mostly the same items every morning. At the pool bar, service was quite slow because there appeared to be only one server covering the entire pool area. By the time our drinks arrived, the ice had already melted and diluted them. I also requested a fresh fruit shake but was informed that fresh fruits were unavailable. Our biggest disappointment was Mexican Night at Market Café on June 10. We were really looking forward to the event and had asked beforehand about reserving a table, but we were told reservations were not necessary and that we could simply walk in. Upon arrival, however, we were seated at the very back of the restaurant where we could not see the performances at all. We later learned that guests who purchased a bottle of liquor could reserve tables with better views. Had we known this, we would have gladly done so. Unfortunately, the experience left us feeling excluded and treated differently from other guests, making it the saddest part of our stay.