Secrets The Vine Cancun

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.

I wanted to share my disappointment with our recent stay at Secrets The Vine. We have stayed at multiple Secrets properties and have always viewed the brand as a reliable choice for an elevated, adults-only, all-inclusive experience. We were considering returning to Impression Moxché, where we have stayed before, or trying Secrets Tulum, but ultimately chose The Vine because it was a last-minute getaway and close to the Cancun airport. Unfortunately, this was the worst Secrets experience we have had. We upgraded to the Honeymoon Suite, which appeared to be the largest Preferred Club option available. Given the premium room category and the all-inclusive positioning, we expected the experience to feel elevated. Instead, the room included a very limited minibar: one pack of M&Ms, a can of Pringles, beer, and soda. My fiancée does not drink beer, so when we asked about restocking the minibar, we were surprised to learn that bottles of liquor came at an additional cost, with the lowest option around $60. We were also presented with multiple bottle menus, which felt more like a nightclub than a premium all-inclusive resort. The Preferred Club experience also felt like an afterthought compared to other Secrets locations we have visited in Cancun and Punta Cana. While the staff was friendly, the Preferred Club space itself felt less polished than the main lobby. The coffee bar felt more upscale than the Preferred Club bar. We also did not receive some of the small touches and amenities we have come to associate with the Secrets brand, such as tote bags or other welcome items, which contributed to the overall feeling that the upgrade was not worthwhile. I did a special bubble bath for my fiance where I would be charged for rose petals or a bottle of wine and we booked the honeymoon suite. It didn't feel special at all. Dining was another major disappointment. Every restaurant had at least a 30-minute wait, even when the restaurants did not appear especially crowded. One evening, after returning from an excursion, we arrived for dinner around 9:30 p.m. and were told there was a wait, that our name could be added to the list, but that we should go elsewhere. Even then with our hearts set on the steakhouse, they never reached out to let us know if they had availability or not. The Dragon, the main upscale restaurant we wanted to visit, was also closed on a Saturday night, which was especially frustrating at an all-inclusive resort where dining is a core part of the experience. Service around the pool and through Butler service was also inconsistent. Since the pool does not have a swim-up bar, we relied on staff taking drink orders, but drinks were often forgotten or took more than 20 minutes. When we ordered food and drinks through Butler service, it regularly took 1 to 1.5 hours. With our experience of the Secrets brand the butler is usually so personable that we know their names and are so sad to leave them because of that relationship that was built, at this resort we only saw the butler 1-2 times. Housekeeping was also below expectations. On the first night, we requested that the bathroom floor be cleaned because there appeared to be dried blood or staining on the floor. When we returned later, the towels had been refreshed, but the floor had not been mopped. After that, the room did not appear to be fully cleaned again. We know this because room service items, drinks, and a small balcony spill remained for roughly a day and a half, even though we were out of the room for several hours and did not have a “do not disturb” sign displayed. We also personally met multiple individuals at the resort who appeared to be under 21, which was surprising given the adults-only positioning. As repeat Secrets guests and Preferred Club customers, this stay has genuinely made us question whether we should continue choosing Secrets properties. We have been excited about the possibility of visiting Impression Moxché again or trying Secrets Tulum, but this experience gave us serious pause. We paid extra to upgrade our stay and expected the Preferred Club experience to reflect the level of service, amenities, and attention to detail that previously made us loyal to the Secrets brand. Instead, the upgrade felt underwhelming, many expected amenities were not included, and the overall experience fell far short of what we have come to expect. I hope this feedback is taken seriously, because we have enjoyed the Secrets brand in the past and would like to feel confident choosing it again in the future.