Secrets The Vine Cancun

Our stay was unfortunately overshadowed by a very disappointing and frustrating experience. At check-in, we were told that since it was my husband’s birthday, the hotel would be providing him with a special gift. We later received a card directing us to VIP Guest Services, where my husband was offered what was described as a private chef dinner. However, we were told we both needed to return together with another couple to sign up for it. When we did, the conditions suddenly changed—we were informed that in order to receive this “gift,” we had to attend a tour of a sister property, supposedly lasting no more than 90 minutes and including breakfast. Although we were hesitant and concerned it might be a timeshare presentation, we agreed because my husband was genuinely interested in the promised dinner experience. What followed was extremely disappointing. The visit turned into a high-pressure sales pitch for a timeshare-style investment. We were repeatedly pushed to commit to a $299,000 decision on the spot, despite clearly stating multiple times that we do not make such significant financial decisions without careful consideration. When one representative failed to convince us, another would step in, creating an increasingly uncomfortable and aggressive environment. It reached a point where we became very upset and had to firmly insist on leaving. We ended up wasting our entire morning, from 9:00 a.m. until after 12:00 p.m. on something that was misrepresented from the beginning. When we returned to the hotel and raised our concerns with the concierge, no one took responsibility. We were repeatedly told that someone would follow up with us, but no one ever did. It felt like the staff was actively avoiding addressing the issue. To make matters worse, despite all of this being tied to my husband’s birthday, there was ultimately no acknowledgment or gesture from the hotel at all. This experience felt misleading, poorly handled, and extremely disappointing. Guests should be aware of and avoid this sales pitch, it is an extremely aggressive and unpleasant tactic, and a complete waste of valuable vacation time. It left us with the impression that guest satisfaction was secondary to pushing sales, which is not what we expected from a hotel of this standard.

The overall experience was excellent. The staff work tirelessly to help you. The lack of pool chairs and the timeshare pitch at arrival is unfortunate which is why I scored it at 4.

Pool chairs are an issue for sure. My wife had to get up at 6:00 am to get a chair.

Wonderful resort with a many choices for dinner. 24 hour room service. Clean resort. Friendly staff. 4 pools with plenty of pool loungers. Bar at the beach . Beach chairs should be updated. Second time at this resort and I plan to go back. All adults was an added benefit!

Perfect and will be back in future and loved everything here and the people in the city were awesome. Will tell people to come get an experience!