Secrets Aura Cozumel

My stay at this resort was extremely disappointing from the moment I arrived. Upon check-in, my room was not properly cleaned, and I encountered dirty bedding on two separate occasions, which is completely unacceptable for a resort. The pool area was also extremely dirty and had visible trash in and around the pool. I had flies inside my room, the safe stopped working during my stay, and on my very first night, the TV did not work. For the amount of money guests pay to stay at a resort, basic cleanliness, sanitation, and properly functioning amenities should be a given. Unfortunately, that was not my experience. Having to repeatedly deal with cleanliness issues and maintenance problems took away from what was supposed to be a relaxing vacation. I expected a much higher standard and would not recommend this resort based on my experience.

Well, arrived to a room with mold/water damage/upteen plaster bagworms. After 1.5 hours, finally moved. And the new room had water damage and broken lamp/phone/electrical. This is a horrible way to begin a vacation. The place is destined to be remodeled. But rather then treat it as such, the big push for Preferred and Unlimited is such a focus that anyone who is not will get treated more then subpar (however, even those in preferred rooms had complaints). This trip ended with a simply defeated couple who allready knew any request would be a no. Hyatt must do better but I do not think they will as that Preferred/Unlimited push is a set management drive that will cause solid issues as it did with me and many others. Rating given a second star as, with any other all-inlcusive, there are multiple hard working, kind staff.

I kept waiting to get a survey from UVC but didn't so here is my review. This was our third time staying at Secrets Aura Cozumel to celebrate my husband's birthday. We love this resort and the location, the resort is clean, the employees are friendly and helpful. When we first arrived there was an issue with our room, we requested a ground level floor due to my inability to climb stairs because of knee problems and were told via email it was confirmed. Instead we were checked into a 2nd floor room with no elevator access. We were told we would only be there overnight because they were full but would be moved the following morning. We were instructed to go to the front desk between 9 am - 9:30 am and they would have our new room information. We were also told we needed to be out of the current room by Noon. To make a long story short, the new room was "ready" but was not "approved" even though we were given a tour of the room and approved of the location on the 4th floor in the building with an elevator. After being told 5 times since 9:30 am that we would be notified when we could get into the new room, my patience was gone. At 12:45 pm I went to the front desk and asked to speak to the front desk manager, I was told she was busy but the person I was talking to could help me, I told her the situation and she said she'd check on the status of the room. When she returned to tell me the room was ready but was not yet approved, I had enough. Apparently, the policy is to get the vacated rooms ready for the people who would be arriving later that day rather than moving the current guests into the room that was ready - STUPID policy! There was another UVC representative standing there and overheard some of my less than happy conversation and he came over to speak with me. His name was Alonso Cervantes who I started to call "The Fixer!" Alonso heard my complaint and indicated that he would meet us in the Preferred Club at 1:15 pm with our new room keycard and have our luggage delivered. At 1:10 pm Alonso appeared at the Preferred Club and took us to our new room. He checked the entire room to ensure everything was working and informed us that the "approval" for the room was because there had been an issue with the air conditioner and they wanted to make sure it was working properly. Communication goes a long way, thank you Alonso. There were a few other minor issues during the week with the air conditioner and mini-fridge but Alonso had them fixed quickly. Having met Alonso certainly enhanced our stay, he was friendly, knowledgeable, personable, helpful and you can tell he LOVES his job. Kevin Preferred Club, was super as was Ricardo at Bordeaux and Hibatchi, Fatima at the Pool Bar and Elias from golf cart transportation were all very nice and did a great job!

My experience with Secrets Aura Cozumel was unacceptable. I was verbally quoted “460” to use the tennis court while I was in Mexico, so I understood the price to be 460 MXN. Instead, my card was charged $460 USD for only one hour of tennis. I would never knowingly agree to pay $460 USD for one hour, especially since I was escorted off the property immediately afterward and received no access to the pool, beach, food, drinks, fitness center, or other resort amenities. When I disputed the charge, the resort submitted a handwritten receipt to my bank as evidence that I had agreed to pay $460 USD. In my opinion, a handwritten document that could easily be recreated or changed does not establish what I was verbally quoted or knowingly authorized. The resort also claimed that I used its facilities on Saturday. However, I have an original timestamped and location-tagged photo showing that I was at a completely different gym in Cozumel that Saturday morning. I later contacted the resort directly. Its Chief Concierge Assistant confirmed in writing that the $115 USD day pass included everything I listed: pools, beach access, restaurants, food and beverages, bars, tennis, racquets and balls, the fitness center, and other recreational facilities. I received none of those benefits. During the time I was there, I also saw how poorly maintained the property appeared. The tennis courts were extremely dirty, paint was peeling in several areas, and the overall property looked neglected. There was also what appeared to be an entire abandoned or unfinished construction complex next door. The conditions were nowhere near the standard I expected from a Secrets resort, especially considering the prices they charge. This is not only about the $460. It is about transparency, accountability, and doing what is right. I am attaching the original receipt, emails, timestamped photograph, and photos of the court and property conditions so people can review the evidence and decide for themselves. Based on the charge, the condition of the property, the way I was treated, and how the resort handled my dispute, I cannot recommend Secrets Aura Cozumel. I strongly advise anyone visiting to obtain every price, currency, and included amenity in writing before allowing the resort to charge a card.

Hotel right on beach. Snorkeling is great right off the hotel beach. Had to upgrade from the two level location to the four level main hotel. Had to pay more though, but it had plunge pool in room, so it was worth it. The food is great, restaurant Oceania has delicious food. The room service , cleaning services were awesome. Had to call to get minibar restocked. Only problem there was loud construction noise going on above the room into the evening one time. The beaches are clear with no seaweed. Beautiful views, awesome stay.