Secrets The Vine Cancun

This was our second time at Secrets. Let me just say, we will be back again. The staff makes you fell like family and doesn't hesitate to go above and beyond. Victor at the Dragon restaurant, Salvador, Lucy, and Jorge at the beach bar, Marcial at Olio, Wendy with housekeeping, Rommel, our butler, and Carlos at the Vine Lounge made it another memorable experience.

I would like to preface this review by saying the majority of the staff at the resort were very friendly and accommodating. This one star review is specifically for the night manager, "Ramirez". I visit Mexico several times a year and have stayed at many resorts, including multiple Secrets resorts. This is the first and only terrible experience I've had. My husband and I had two of our friends and two of our family members in our room, and we called room service to request pizza for 6. The individual who answered said he could only bring pizza for 2, which we were fine with and said we'd make that work, no problem at all. Ten minutes later, the night manager, Ramirez, called our room and began screaming at my husband and threatening to send security for "having unauthorized guests in our room." My husband was extremely apologetic and agreed to ask our guests to leave. I could hear Ramirez yelling over the phone from where I was sitting across the room. If we were being loud, disruptive, or disrespectful in any way, then I suppose I could understand the harsh response/lashing out, but his reaction and way of handling this situation was completely out of line and unprovoked. We were on this trip for a company event, and there were several leadership members in neighboring rooms, so we were being very cognizant of being quiet and respectful, no music playing, no TV on, windows/patio door closed, and quiet conversation. Our guests went to their neighboring rooms, and my husband went down to speak with Ramirez and apologize in person. While there, he asked if it was a rule at all Secrets resorts to only have two people in a room at any given time, to which Ramirez responded "I'm the manager so if I say that's the rule then that's the rule." Upon returning to our room, there were multiple security guards standing outside of our door to make sure our four guests left. Ramirez then told my husband he would be watching us on the cameras inside our room to ensure we did not invite anyone in, to which my husband responded, "you have cameras inside the room you are watching us on?" and Ramirez said yes. The woman working at the front desk with Ramirez quickly corrected him and tried to assure us there are not cameras inside our room, but regardless of whether there are or aren't, the threats and intimidation were quite extreme and completely unprovoked. I will never stay at another Secrets resort after this experience, and I will be sharing this encounter with any friends or family considering this resort in the future.

In a nutshell, this hotel is beautiful, but we wouldn't go back. We were able to get an upgrade, and we're very glad we did. It was expensive, but it gave us a room on the 27th floor and access to the pool on the 12th floor. At the downstairs pools, there were never any free chairs, let alone any in the shade. The music was softer on the 12th floor, and I was always able to get a chair. If you’re looking for more of a party vibe, no need to upgrade! The hotel and the room are pure luxury! The food is good, but too much fried food for our taste. The service is excellent, and the people are very friendly. Special shoutouts to staff members who were particularly helpful: • Armando at reception • At Olio: Michelle (so warm and professional), William (dos vinos rosados!), Arturo (drinks at the pool) • Javier at Dragon • At the buffet: Adrian, Jovanni, Astrid, Manolo, Abigail and Nicole • Victoria and the other super-friendly maids on the 27th floor We are early sleepers, and there were loud concerts every night... Also, with the strong drafts on the 27th floor, the doors slammed every time someone came in or went out—we jumped every time and it woke us up regularly during the night. But the biggest disappointment (without which we might have returned) was that we couldn't easily walk on the beach... The sand wasn't firm enough, so we sank in too much to have a nice brisk walk, so we used the treadmill in the gym... Conclusion: we appreciated the quality of the hotel and the service, but other destinations we’ve visited cost much less, and have the kind of beach we're looking for.

My husband and I went to the resort in Jan 2026 and had a fabulous experience! The staff were friendly and very welcoming!

Estefani provided great service , she will be next manager 👍👍. Food was great as well. They know how to direct their customer based on preference