Secrets The Vine Cancun

I rarely leave negative reviews, but this stay was extremely disappointing and far below the standards I expect from Hyatt, especially given my experience staying at many Hyatt properties around the world. Reasons for the low rating: We were told late check-out would cost $100, which felt excessive and unreasonable. Our room had a leak, which should never happen at this level of hotel. The bathroom layout offers no privacy at all – two sinks directly opposite each other, with the toilet and shower exposed, making it very uncomfortable to change or get ready with another person in the room. When we asked for a room with privacy, we were told only a suite was available at an extortionate price, which felt more like upselling than customer care. The rooms are uncomfortably cold, with little flexibility to adjust. There is no buffet at dinner, which was disappointing for a resort-style hotel. Our room cards didn’t work for the infinity pool, causing unnecessary inconvenience. There were very limited vegetarian options, and some breakfast restaurant staff were rude and unwelcoming. Housekeeping was poor – our room was not cleaned until late afternoon, and we had to call and request it, which is unacceptable for a hotel of this standard. Overall, the service has not been good at all, especially not for a Hyatt hotel. The positives: The birthday decorations and cake on arrival were a thoughtful touch. The spa facilities and massage were excellent. The bed was comfortable. Unfortunately, these positives don’t make up for the overall experience. This is by far the worst Hyatt hotel I have stayed in, and I would not recommend it unless major improvements are made.

This is the fifth or sixth time we visited Secrets the Vine and will likely return next January. The hotel is about 20 minutes from the airport, meaning you have more time to spend enjoying yourself than driving. As for the hotel, the rooms, service, food, and pools are first rate. We took three yoga classes, experienced two wine tastings, and for the first time visited the spa. All were terrific. Your stay can be as relaxing as you wish. Enjoy!

This resort is not cheap. We definitely expected more value for our money, but it fell short. The food is hit and miss. Chef’s table was incredible, but was $250. Tomahawk also very good, but also extra $$$. We are wine drinkers, and were shocked at the wine markups. You’d think that since we’ve already paid a lot for our stay, that wine prices would be somewhat reasonable…but you’d be wrong. Wine markups were higher than the most expensive restaurants we have ever been to. Examples - a bottle of Rioja that retails for $90CDN was listed over $500. Cakebread is $700 ($130 retail). Cheapest bottle on the menu is $140, and that’s the $20 bottle back home. Crazy. So you are pretty much left with the free house wine, which is terrible. Our room was nice, we booked a Honeymoon Suite. What they don’t show you in pictures however, is your balcony is not private at all, nor the soaking tub. They are in full view of the larger Master Suites adjacent. You have to either close the curtains while in the tub, or wear your bathing suit. It’s weird. In hindsight the Junior Suites along the length of the hotel are way more private and better value. Chair saving - definitely the most annoying part of our vacation. I don’t get why people feel so entitled, or worse, why the hotel does nothing about it. It’s worst on the 12th level club pool, where you actually pay more money to be. My wife and I would have an early 7AM breakfast most days at Olio, beside the pool, and all of the pool adjacent chairs were occupied by then. Not by people, but by flip-flops, books, and other lame items. People we spoke to said some disappear at 5AM. Most come back around 10AM. Staff are too afraid to enforce the 45min rule that is posted on surrounding signs. People will say it’s just the way it is…not true! We have been to more upscale resorts that actually enforce this rule, and it is refreshing. Less ghetto. This review I’m sure will get the generic response, “Thank you for your review. We will try to do better next time” blah blah blah. We really wanted to love this place and make it a regular thing, but we will look elsewhere.

Beautiful Hotel with amazing views. We have no complaints, everything was excellent! This was our 4th time to a Secrets resort in Mexico, we have always been pleased with them. Food is excellent, service is excellent.

We just returned back to the UK after staying at the Hotel for 10 days, and I have to say... it was such a fantastic honeymoon!! We couldn't fault any of it. Any negative reviews are honestly so subjective, we had the best time - we disagree with those reviews completely. The location is super central to the hotel zone, with excellent connections to the North (Coco Bongo, Shopping etc) taxis cost like £3-6 can't beat it! Not to mention help at the hotel planning our day trips and excursions for competitive prices (Thanks to John - We Loved our Catamaran and Chitchen Itza) With a private beach area included, the hotel has everything you need - Excellent dinner, lunch and breakfast options (Dragons and Nebbiolo were particular highlights of ours - The only slight negative was a very long wait for the Bluewater Grill, perhaps plan ahead for that if you're willing to buy a bottle of wine) But we never felt hungry, and the drinks and cocktails just kept flowing the whole time. Some evening entertainment too, with a great atmosphere - thank god for Adult-only, but room for private areas in the hotel if you like quiet like we do. If you have to option to upgrade to the Preferred Club, do it!!!! It was so worth it, with extra amenities and personal touches, such clean rooms each day, a brilliant honeymoon breakfast to the room, a bottle of champagne and a free bottle of tequila on arrival!! We truly had an unforgettable trip. I would say to ensure you tip your servers, they do go above and beyond for you.. Nothing else really needs money spending, other than souvenirs. Special thanks to Manuel (our concierge) Esmeralda (Our maid) and so many servers - Manuel, Miguel, Wilder, Rosa, so so many more.. who all were excellent and remembered our orders each day!! We can't wait to come back.