Secrets The Vine Cancun

This trip Was amazing and relaxing The staff was great. Particular shout out to Sebastian our concierge, bartenders Daniel and De Dios, and everyone at the entertainment team that were sometimes teaching people how to play games or keeping things lively but almost all the staff here was amazing

We stayed at Secrets The Vine Cancun, booking was made via Booking.com. Room category: Master Suite with Ocean View. Room number: 1432. Unfortunately, our stay did not match the room description nor the expected 5-star service level. 1. Misleading “Ocean View” Room Description Room 1432 was booked specifically as a Master Suite with Ocean View. In reality: the room has a direct view of the lagoon; all three sides of the room face the lagoon; the ocean is visible only if you stand in a specific corner and look very far to the right, well outside the main field of view. This is neither a direct nor a side ocean view, but rather a distant and secondary glimpse. Such a view does not correspond to an “Ocean View” category and is clearly misleading. 2. Front Desk Response and Refusal to Resolve the Issue I personally raised this concern at the front desk, explaining that the room does not match the Ocean View category. The front desk staff stated that: this is the hotel’s internal room naming, and according to their internal classification it is correct; how the room is listed on Booking.com is not the hotel’s problem; the hotel would not take any action; I was told to contact Booking.com myself. In other words, the hotel refused to take responsibility for the misleading room description. 3. Non-Functioning Electrical Outlets in the Bathrooms Despite the room being approximately 140 m² and classified as a Master Suite: all electrical outlets in the bathrooms were not working; the only functioning outlets were located in the hallway, near the floor. As a result, it was impossible to dry hair in front of the bathroom mirror or use a curling iron in the bathroom. This is unacceptable for a 5-star hotel. 4. Missing Basic Bathroom Amenities The room had toothbrushes, but no toothpaste was provided. We had to request it separately, which should not be necessary in a hotel of this level. 5. Non-Working Room Telephone The main phone in the room did not work. Only the phone inside the bathroom was operational, so for basic requests we had to physically go to the front desk. 6. Breakfast Organization and Waiting List Breakfast is served as a buffet in the hotel restaurant. However: guests are placed on a waiting list because the restaurant is overcrowded; your room number is written down and you must wait until a table becomes available. I have never experienced waiting in line just to access breakfast in a hotel advertised as 5-star. 7. Massage Credit Included but Not Usable When booking the room, it was stated that a 200 USD credit for spa/massage services was included. In practice, this benefit was extremely difficult to use. I tried to book a massage in advance for January 1, knowing that availability would be limited. However, to use this credit, you must first obtain a physical voucher. This voucher is not issued by the front desk, but by a separate desk near reception. On December 31, this desk was already closed at 7 PM and only operated the next day for a very limited time window. As a result, it was not possible to obtain the voucher in time, and we could not use the included massage credit at all. Offering a service credit that guests cannot realistically use due to internal procedures and limited desk hours is misleading. 8. Checkout Issues and Payment in USD At checkout, we encountered another serious issue. We had reserved a New Year’s dinner priced at 600 USD, with the amount clearly stated in US dollars. When I offered to pay in USD, it turned out that: the hotel lists prices in USD but cannot accept USD payments; to accept USD cash, staff must take the guest’s passport, fill out multiple forms, and travel to a bank. This process can take 1–2 hours or more, which is completely impractical, especially if a guest has a scheduled flight. If the hotel cannot accept USD, it is unclear why prices are advertised in USD instead of Mexican pesos. 9. New Year’s Dinner Organization Despite the high price and advance reservation of the New Year’s dinner, the overall organization felt rigid and poorly thought out. The pricing, payment process, and lack of flexibility created unnecessary stress at checkout rather than a smooth and premium experience one would expect from a 5-star resort during a holiday event. Overall Conclusion During our stay: - the room category did not match the actual view; - the hotel refused to resolve a legitimate complaint; - there were technical issues in the room; - breakfast organization was poorly managed; - included services were difficult or impossible to use; - checkout and payment procedures were inefficient and confusing. Our stay in Room 1432 did not meet the expectations associated with a Master Suite with Ocean View in a 5-star hotel.

Location If you’re looking for an adults-only escape that blends warm hospitality, pristine spaces, and unforgettable moments, Secrets The Vine Cancun is it. Just 20 minutes from Cancun Airport, the location is ideal—close to everything if you choose to explore, though we happily never left the resort because it had everything we needed. Atmosphere & Welcome From the very first “Welcome Home!” we felt genuinely cared for. The team—from bellmen manager Israel to the Preferred Club concierge team —sets the tone with friendly, attentive service and constant “¡hola!” touches everywhere you go! Although the hotel was built in 2010, it’s impressively well-maintained, spotless, and serene. The vibe is chill and relaxing, perfect for an adults-only property. Room We stayed in the Owner’s Suite #2832 on the top floor—spectacular ocean and lagoon views, private wrap-around terraces, and thoughtful spaces including a wet bar and dining room. Our concierge Aldo gave us a seamless introduction to the suite. A standout memory was our private sunrise breakfast on the terrace (part of our anniversary package)—simple, romantic, and absolutely unforgettable. Dining & Amenities Breakfasts were exceptional—special shoutout to Samara at the omelet station for serving the BEST omelets in Cancun. The Market Café stole our hearts: a heavenly pastry bar (hello, croissant layers!), a fresh fruit juice bar, and a hot Mexican grill that rotates favorites; don’t miss the enchiladas and tacos al pastor day. We also loved the variety of entertainment and wine tastings, which made every evening feel special. Service That Feels Like Family Service at the Market Cafe’ is heartfelt and personal. Jose, the manager, came by our table to check on us and—upon learning it was our anniversary—returned with red rose petals and a plate of chocolates and cakes beautifully inscribed “Happy Anniversary.” Those thoughtful gestures made us feel truly celebrated. Cleanliness & Accessibility Immaculate common areas and restaurants. If you use a mobility scooter, accessibility is excellent—ramps and elevators everywhere and easy navigation throughout the property. Noise Level Low and peaceful. Perfect for unwinding. Value Outstanding. From diverse dining to entertainment and amenities (including the wine experiences), we felt we received excellent value for our stay. Highlights We Loved Adults-only serenity and welcoming, polished service Owner’s Suite #2832 with panoramic views and private terraces Sunrise terrace breakfast (anniversary package) Market Café’s team, food; pastries, fresh juices, and rotating grill favorites Omelets by Samara—don’t skip them! Tips Book the Preferred Club for elevated concierge service and lounge access. Request a high-floor room for the best views of both the ocean and lagoon. Plan a sunrise breakfast—it’s magical on a private terrace. Come hungry: explore the pastry bar and tacos al pastor day at the Market Café. Final Word Secrets The Vine delivers exactly what we wanted: warmth, polish, and peaceful luxury. We arrived as guests and truly felt we were welcomed home. We can’t wait to return.

We had a blast at Secrets The Vine. The resort is beautiful, the food quality is very good, and the staff are exceptional. We will be back.

This trip was amazing! The food was delicious and the people were awesome. A big shout out to Cesar, Vanessa, Juan, and Diego!!!