Secrets The Vine Cancun

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.

Manolo, David and Cesar have been wonderful for every meal. Very friendly and attentive!

This has been the best all-inclusive hotel that we have been to. The staff are so helpful and friendly, the range of restaurants is fantastic, the drinks, entertainment, service, everything was just brilliant. The preferred club is 100% worthwhile, even if just for the access to the 12th floor pool and Olio for breakfast.

Michelle at Olio was fantastic! Perfect way to start the day each morning. Her and her team of Rosa, Willian, Jeovany and Victor were excellent!!

Not an ideal experience, we won't be returning, better options exist for visiting Cancun. Prepare to wake up early. If you want a seat at the pool/beach prepare to wake up early, other guest "claim" seats with a towel, a flip flop, or bag. When staff were approached about this asking if there was any policy i.e stuff abandoned for >1 hour to be removed, they said that makes sense, but rather than enforcing anything they just walked away. Bring Ear Plugs We had the joys of experiencing the loud sex of our neighbors, and their rock parties sound dampening does not seem to be a priority. We also had room 2126, which is close to a check in area/bar with it's own balcony on which additional guest partied into the night disturbing sleep. Food and Drink They were alright, however most restaurants only open for dinner service, and aren't open each night. Lack of day time options leads to many trips to the buffet, which was alright, but it was buffet food. If you want to reserve a table at one of the restaurant they want you to purchase a $100 bottle of alcohol before they'll put your name down. Annoyances Multiple times a day we were messaged from the excursion person and the concierge, just pestering us. The only two things I requested from the concierge did not happen. The guest relations kept slipping "special $200 coupons" underneath our door, if we just came and spoke with them. We were relaxing at the pool when a staff member tried to up sell us on a bottle of wine to get a dinner reservation. Room condition The outlet next to the bed was hot glued into the wall, and would only trickle charge my phone, leading to 11 hour charge times. Lights flickering in the closets, and shower. Not terrible, but not luxurious.