Secrets The Vine Cancun

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 🌟

Great stay and experience. Second time there. The weather wasn't the best the week we were there, but still had a good time. Can't control the weather. Will go back again someday.

This was our 8th visit to Cancun resorts, and it was definitely the most disappointing. Our original Hyatt Zilara booking was canceled about a month before due to construction delays. We were lucky to find anywhere to stay at that point. We stayed in the Preferred Club Junior Suite Ocean View. The check-in process was confusing. They told us to wait in the lobby area and someone would come get us to go to the Preferred Club, but they didn't. We went back 20 minutes later to ask and then the process started. The Preferred Club only had 4 tables for 7-8 floors of Preferred Club guests. It was chaotic when people were checking in. No one really went there much otherwise because it was tiny compared to other Club lounges elsewhere. Otherwise, the property was very nice. Our room was spacious and the staff was very friendly. Our floor concierge connected with us WhatsApp if we needed anything. The big problem was the amount of people they packed in. The pool areas in particular were crazy. The Club level was four rows deep of chairs lined up with no more than a foot of space in between. It was similar around the other pools. It didn't feel like a "luxury" hotel at all. The same cramped feeling was at the buffets. I had a hard time hearing my spouse since there were so many people talking so close together. There were long waits for food at the sit down restaurants as well, with up to 20 minutes between courses. The food itself was good. Nothing special, but typical resort food. To make matters worse, we were encouraged to upsell consistently and go through a time share like experience at another Hyatt property. This could have been a great stay. It's a great location, with great staff, but it was clear Hyatt wanted to maximum revenue rather than to provide an exceptional experience. There are a lot of other options nearby that are better.