Secrets The Vine Cancun

Fantastic experience!!!! Will be doing this a lot more often. Room was spectacular after 5 nights did not want to leave.

TL;DR - If you have the means to fly to cancun and stay here just to read a book on the beach, this is for you, otherwise its a bad time. Food was pretty good though. First of all, for all of these complaints, no one listened. Every time I asked for a manager, I was just pointed to concierge. Inconsistent: Only some guests received champagne on arrival; 2 friends had a ready room at 12:30, 2 others had it at 2:30, and we were scolded and told we HAVE to wait until 3 as it will be ready at 3 and it wasnt ready until 3:20, AND the sheets were still stained and had hair and debris on it. Bags took an HOUR to get to us. After telling them we were going to go get our own bags and they confirmed, I made it downstairs just for them to say they dont know which floor the bell boy is on with the bags. Random maintenance man knocking my door at 7am mistakenly thinking I asked for a plug to be fixed. Put my name on a list for a nice dinner for 7 people. Was told it would be about 50 minutes. Went back an hour later to be told "Oh we don't actually service a table that size without the wine package purchased." I had to go full embarassment just to get us seated. Asked for transport to the airport the day before. Was told by Concierge to leave my phone # and an Amstar rep would text me in an hour. 6.5 hours later, I got no text. Also, super restrictive for those who like to drink. No alcohol served prior to 10 AM (my friends wanted 9:30am mimosas with breakfast). No shots at the pool or beach after 5pm. Despite being Adults Only, bathing suits must be covered up before entering the building (women), and all button ups must be buttoned at least 3 buttons (men). Lack of activities, lack of digitally posted scheduling, lack of awareness.

The location was nice and the Italian and Blue Water Grill were great but long waiting lines. Sea Side Grill says it is best gourmet Peruvian food, but I have had much better in other locations and they forgot to place my husband's and a friends main menu order. Because all the pools are basically next to each other, there is no real quiet time to relax unless you are prefered member and you can use the pool in the 12th floor. Too many influencers at that time and you had to constantly stop to let them finish filming or get their wrath if you messed up their filming. Room service was almost non existent in the preferred area and only gave us chocolates the 1st two nights and wrappers stayed on the night table until I threw them away the day we left. It is not a place for people with handicaps, wheelchairs or walkers, only one steep ramp to get to all the pools and step downs are not properly marked to warn you. It's a nice place for young inexperienced travelers.

The entertainment staff should be rated a 10! Aisha, Emmanuel and Jose were so friendly and fun. They went above and beyond!

From the moment we checked in, we were misled by the sales staff. They made promises they had no intention of keeping just to convince us to accept an “upgrade.” It was dishonest, unprofessional, and completely ruined our first impression of the hotel. What should have been a memorable celebration of our anniversary turned into one of the worst hotel experiences we’ve ever had. Choosing this resort for such an important occasion was our biggest mistake. We expected honesty, respect, and exceptional service, but instead we were met with false promises, poor treatment, and constant disappointment. I would never recommend this hotel to anyone, especially if you’re celebrating a special occasion. There are far better resorts that value their guests and deliver the experience they promise.