Secrets The Vine Cancun

There are a lot of wonderful things about this property, but there are also things that don't meet the quality I've come to expect from Secrets. First, most of the staff is WONDERFUL. Oscar, our concierge in Preferred Club, was amazing. He made our trip. We also had wonderful experiences with Rigoberto (waiter), Ruby and Ibeth (beach/poolside servers), and Cruz (waiter). Most of the food was delicious, and we never went hungry. The pools are lovely, the beach is well kept, and there was plenty to do if we went looking. So, what missed the mark? The building itself. There were missing tiles in our Preferred Club hallway, cracks in the walls, and our bathroom mirror had black marks all over it. Many aspects of the building were in major need of updating. On New Year's Eve, the sewer smell was so thick that it made me sick to my stomach. (I'm not prone to being nauseated.) It lasted about 8 hours, and we could even smell it in our room on the 22nd floor. We had a wonderful time on this vacation, but we won't select this property again. Cancun is amazing, and the staff at Secrets The Vine did everything possible to make us happy. Perhaps after some renovations, we'd be willing to try this location again.

On January 2, 2026, the day before my checkout date, I sent my Jordache jacket to be washed via the laundry service. I specifically requested the jacket to be returned by 9:30am the next morning so that I could leave for the airport. The time had come and passed. On January 3, 2025, after waiting for my jacket to be delivered, I called the front desk to have them deliver my jacket. I was transferred to the laundry service. An individual brought a jacket that looked similar to mine, but was not the same brand or size. Specifically, the jacket label stated "George" in a size M. I immediately walked the jacket down to the front desk and requested a manager. The front desk official stated that I did not need a manager for this and that the concierge could help me. I was directed to the concierge where I told them about laundry service and attempted to pass me a jacket that was clearly not mine. Concierge called the laundry service and stated it was a mix up in the tags and that someone would be bringing me my jacket. I assured that someone from the laundry service would bring my jacket. I requested that the staff call the police and security so that I could make a report on the theft. While they did call the resort security, they failed to call the police stating that I would miss my flight as I would be required to go to the police station to give a statement. I was okay with the process and still wanted to proceed with giving a statement to the police. No one from the laundry service ever appeared with my jacket. Instead, Eriks Rea, the Chief Concierge, appeared apologizing again for it stating that she would look into it and that if they could not find the jacket I would receive a refund for my jacket. This appears to be a concerted effort by the resort in which they believed I would not notice the jacket was not mine. While the resort claims that this has never happened before, I do not believe that to be true as the laundry staff purposely gave me an identical jacket with a different label, hoping I would not notice. Find another place to stay.

Our stay at Secrets the Vine was exceptional. The hotel itself is stunning, but what truly sets it apart is the outstanding service, especially from the waiters Cesar and Manolo in the main restaurant and the team working around the pools, namely Juan and Rachel. The waters consistently went above and beyond, they remembered our preferences, offered recommendations and ensured that every meal was special. The poolside service was alse impressive. Drinks and snacks arrived quickly and always with smile. We cannot wait to return.

We had a wonderful stay in December at Secrets The vine. This was our 3rd visit to Secrets the Vine and we are booked to come back in late February of 2026. We enjoyed all of the food and upgraded liquors. The staff is the most amazing. On many mornings we enjoyed a wonderful breakfast at Olio restaurant and Rosa was our server for most of the days. Rosa is absolutely outstanding and took care of our every need. Benjamin kept us comfortable at the 12th floor preferred pool with unlimited towels, sun umbrella adjustments, and watching our belongings if we went for a walk on the beach. Roberto was Awesome with the cocktails at the preferred Pool & just a very pleasurable person to talk with. We enjoyed premium drinks at the lounge bar and had some great party nights in the piano bar late in the evenings. Overall it is an Outstanding Resort & staff for a winter Getaway. Mark & Deb Savala, Lake Summerset IL

Lovely service from the food, variety of restaurants to the atmosphere. Would definitely come back to secrets the vine in the future