Secrets The Vine Cancun

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.

Overall good experience with enough variety of restaurants, cafe and bars within hotel for an all inclusive experience. Pool and beach area satisfactory but can get crowded. Good location if you prefer the quiet end of the hotel zone (which is our preference); otherwise it is close enough on uber or walking (for those who love and can walk). Our room (preferred club) was spacious and had a great view of the lagoon, hotels stretch and ocean.

Everyone here was so amazing. Best service of all the Secrets we’ve been to thus far. Especially the preferred club Olio Restaurant team. This includes Michelle, William, Victor, Rosa, and Jovany did an amazing job for us. The picture attached is a special going away dessert for our last day here.

Lovely hotel. Buffet is great fir breakfast and lunch.Building is clean and well maintained. Staff was attentive and responsive. Some notes: - no evening buffet - speciality restaurants are just ok - limited food options by pool - bathrooms in rooms are glass cubicles, so privacy would an an issue if traveling with a friend - expect gentle upselling throughout the visit - atm machine had a service charge of $50. You don’t actually need cash but if you want to tip bring cash with you

Hotel was understaffed in all areas, bar staff were rushed off their feet. Restaurant staff were missing consistently l. The steak restaurant was the only restaurant in the hotel that had nice food that rest were below par. We ordered room service one evening after being on a tour all day and we had to send it back it came incorrect and cold. We received no satisfactory response from reception or explanation for the poor service.