Secrets The Vine Cancun

Overall, it was a great experience. A beautiful resort with easy beach access. The staff are amazing—positive, friendly, and truly helpful. Clean rooms with regular service. My favorite meal was breakfast, and our server Cesar was absolutely incredible—so kind, warm, attentive, and genuinely caring. He truly went above and beyond every morning and made our days start perfectly. His energy and heart made the whole experience even more special. Every night we went to Bluewater for dinner—amazing steak—and the manager Jose May and señorita Nadia were respectful, kind, and provided outstanding service. The staff are the main reason I would return to this resort. Thank you all so much. And last but not least, the most beautiful gym—OMG! Can’t wait to be back. Mucho gracias for everything.

A beautiful beachfront, but dated Secrets Hotel. The staff went above and beyond with their service. Shout out to Juan at the main pool. Staff not only were receptive to guests needs but anticipated them. Pool area had great entertainment, and night entertainment was also stellar. Rooms were average. For a Secrets we expected more but had a great time. No real complaints - just a picky mom and daughter but with beautiful weather it was hard to complain. We wouldn’t come back, but still invested in Secrets brand because of the service.

Just terrible customer service. The view is nice. But thats the only positive of the whole place. From checkin we waiting an additional 45 mins because they helped people behind us first. They only had 1 person handling check ins even though there was like 7 other staff just standing there We asked if there was a higher room floor. We booked preferred club, and they gave us basically the worst room. The lowest preferred club the furthest from the ocean. They claimed it was high occupancy so there was no rooms. I asked multiple times, and they adamantly said nothing is available. Then after we got to our room all upset, suddenly 2 rooms were available. We moved to a higher floor. We were celebrating our anniversary, nothing was prepared for us. They claimed it was set up in the original room, but it wasn't. We didnt even get the "special" breakfast until I asked again 3 days into the stay. When we checked out, we found out $100 USD was stolen from our room. We informed the manager and they were not helpful at all. The first thing they did was search our bags! Literally taking everything out and searching as if we were the thieves. The manager said its the process they have and they will email us for follow up since we had to catch a flight. No follow up from them. I even sent a follow up email.

Excellent service, beautiful and comfortable rooms and overall amazing experience for adults looking for a hotel with a small footprint.

The food was not as good as expected. The restaurants quality of food was horrible. only one restaurant was okay and the wait time was over an hour. The pool bed situation was another mess. There were not enough beds by the pool for all the guests. We had to wake up 6:30 am to run downstairs and put clothes on the beds to reserve for the day. It was horrible. The sandwich place by the pool was a joke. Only hot dog and hamburger with horrible quality. I do not recommend this resort. Will never return.