Secrets Aura Cozumel

Arrival Room was not ready; waited 90 minutes. Vacation Program Presentation Promised 30 minutes → lasted nearly four hours. Membership / Discount Confusion 25% discount promised but required a physical card we were never given. Room Maintenance Issue Leaking air conditioner caused water on floor and a fall. Dining & Leisure Credits Difficulty accessing restaurants; $200 credit unusable due to canceled excursion. Checkout Room key stopped working about an hour before official checkout.

Great experience! Fun environment! Excellent Staff! The good was really good and the drinks were even better. Never a dull moment on the resort but also plenty of time for relaxing. Beautiful resort! Staff made the whole experience though.

So we just got back and I wanted to review while still fresh. We went with the Preferred package and I dont think it was worth it. There are no wrist bands just staff asking your room number when you enter a restaurant. No reservations, just first come first served. No special beach chairs, pool, dining etc.(because staff could not tell who was who due to no wrist bands) actually Im not sure what we paid extra for. Check in at the Preferred club seemed to take forever as it was busy and only 2 staff working. The good. Staff and service were excellent as would be expected at a Secrets Resort. Rooms were nice, some slightly more dated than others and needed repairs etc. but nice. Grounds, pools and Restaurants also very nice. The not so good. Beach... entering the water anywhere here requires water shoes but the beach itself was always kept clean. Food... If you want hot food you will only get it at the Hibachi (which was excellent) or if it is prepaired right in front of you, like on a grill or omelette station, or soup. 9/10 times the food was cold or luke warm at best and was a huge disappointment. I totally understand mass prepaired food, but you still need to keep it warm at least. I've never seen a resort this bad at doing this. I would have given more stars but, food on vacation means as lot to us.

As a UVC member I have been to several Secrets Resorts and was sorely dissapointed in the customer service and accomodations at Secrets Aura Cozumel. At preferred check-in I did not receive a room upgrade and instead was given the worst Hyatt room I have ever stayed in. The bathroom floor was dirty and covered in hair, there were no hand towels, wash cloths or bath mat, the blow dryer didn't work and there was not a steamer. The bathroom door handle was broken and falling off the door. I did notify the preferred representative, but maintance never showed up to fix the door. The phones in my room didn't work other than to call housekeeping, so I had to leave my room to speak with the spa and was unable to call room service or the concierge desk. On our last day, our safe also stopped working with a low battery message and wouldn't open and took an hour for someone to come open it. I had to walk to the lobby to find someone to help. At check-in I was told that I have to wait until the day before I was leaving to request late checkout and after it was approved, was still locked out of my room early. The food at the Market Cafe was mainly cold and stale other than the omelette station and the juices tasted watered down. Upsides were dinner at Bordeaux, this was wonderful, and the beach is beautiful with snorekling right off the sand. I understand that this is an older resort, however that is no excuse for poor customer service. This was not the 31st anniversary trip that we had hoped for. For the price of this resort there are several that have better accomodations and customer service.

Everyone from the start was delightful and welcoming. Enjoyed a cocktail during check in. All luggage arrived promptly. Our room was in "preferred" area with Ocean and poolside views. Room was nicely cooled with festive tropical sunset colors. All staff was professional and friendly! ALL staff wore neat and clean attire with bright and airy colors. Everyone had a duty to perform and did so with a smile and gracious warm HOLA! The staff worked around the clock!! Quiet and efficient too. Beach areas "raked" and cleaned at night (never a witness to this fact, because it was quiet) :) Walkways were swept free from sand, pool decks squeegeed, grassy areas raked and any fallen palm branches removed, restaurant area floors clean and shiny, used pool and beach towels replaced. Landscaping always neat and clean. All empty containers, glass and plastics removed on very regular bases too! Its quite a seamless operation!! Hospitality was Wonderful! Greeted with a warm smile and escorted to your dining table, chair pulled back for the ladies and napkin placed on your lap. (Classy touch) Market Cafe' was always on point. Speaking of Hospitality, Entertainment Team had so many activities available!! Senorita Wendy and Senhor Erving.....SO SOOO Amazing! Can't say enough great things! Energy Galore! Handsome and Beautiful too. Constantly busy being gracious hosts. Singing, Dancing, entertaining, engaging, exercise, warm sincere Hugs, sharing cultural backgrounds, They came to see us and say Goodbye on our day of departure, before their shifts EVEN STARTED! That's dedication! Our ONLY negative was no real hot water (we made it work though) and staff carts were outside our room entrance on stone walkways and could be heard at times. Oh, and ONE more negative.....WE HAD TO COME HOME!!!! All in All 5*******(stars)