Secrets The Vine Cancun

I ordered this hotel as it was supposed to be a high scale resort. I booked a room with s king size bed on booking, it had an option for a king it two small beds, I chose king. Upon arriving I was greeted by an unfriendly receptionist who informed me I'll get a two beds room, I started I ordered a king size. At first he said there is no way I got confirmation for a king size bed, after I showed him the confirmation email he said it is optional and the hotel isn't committed to it, what?? When I asked to talk to the manager I was told I can't because he already went home. We decided to put it aside and try to enjoy although the bad start. When we went up the room the phone in the room didn't work, the water pressure was very low and opening the window is not advisable as there's a lot of noise from the next building's air-conditioning system.

Awesome hotel! It was our 3rd visit and certainly not our last. High class property all around!! Food, service, pool, fitness facility and spa are all top notch!! The rooms are lights out! Modern chic design with MASSIVE shower.

We have just returned from a fantastic two weeks at Secrets. All aspects of this hotel are excellent but what really makes the difference is the staff who are simply brilliant and go out of their way to ensure you have a great time. A few shout outs for the entertainment staff particularly Guillermo who is a new recruit plus Bernardo, Valeria, & Raquel. We really enjoyed Olio's and the preferred level during the day - the team there are absolutely brilliant. Victoria, Gabriela, Adrian & Evelia really looked after us as did Cesar in the Market Cafe. Oliver is a star at the pool side bars but to be honest everyone is a credit to the hotel. The only slight negative I would suggest is that the preferred lounge is inadequate for a 5 star hotel We have stayed in lots of 5 star hotels on club level particularly in the Far East and the lounge at Secrets is not up to scratch. However overall the service, food, amenities, cleanliness, entertainment and friendliness of Secrets would make it our first choice on a return visit.

My husband and I visited this resort from Australia for 5 nights to celebrate our anniversary and a birthday. From the moment we stepped off the plane our private transfer whisked us away to the resort. The transfer was excellent and our driver was very helpful. We highly recommend this resort the staff went out of their way with all our requests. Our room was amazing along with all the surprises the resort arranged that we had no idea of. Erik from front desk was kind understanding and very helpful. Loved hanging out at the bar with Gino & Jesus, these guys are a fantastic bunch, they always made us laugh. Their service was 10/10, nothing was too hard and made us feel welcome and at home. We will miss these 2. Hugo from entertainment team took time out to make sure everybody was having a good time and enjoying themselves. All the staff within the resort took the time to speak with us it made you feel like we were old friends catching up. The food was amazing and the variety of restaurants was of high standards. Overall the resort was impeccably clean and we felt the safety of guests was a main priority. We loved this place and cant wait to make the huge journey again. Well worth it.... Your friends from Australia Belinda & Peter

The room was very nice and spotless. Most of the rooms have a side view of the ocean. The gym equipment needs maintenance or replacement. The food is not as good as it was two years ago. The employees are excellent. Magic show was terrible. Poor organization, no introduction and he stayed at one table of four people and ignored the rest. Preferred club rooms offer minimal additional value. Only a small handful of premium liquors at one bar on the 21st floor not offered to all others.