Secrets Aura Cozumel

I will preface this review saying all the staff below Mgmt was fantastic. Not worth booking preferred club as no preferred breakfast area. Two of the best restaurants were not open Bordeaux and Gohan. The facility was in poor condition. Our phone didn’t work the 1st 4 days after reporting daily. Finally did work for one day before going out again. The elevator was broken after our 3 day snd never was repaired. Having to go gown 4 floors of stairs wreck havoc on my needs. Finally was moved to a ground floor unit after a week. I was truly appalled by the Mgmt in handling our issues and the time it took. I was totally denied any compensation and hope that Hyatt will look into this and do the right thing

We just got back (this is our opinion only). We will not go back! The staff is wonderful but the food is terrible and always cold. There is usually only two restaurants open in the evening. We are Impression Black and did not get any upgrades even had to climb stairs to our room which being older it was hard on our bodies. No elevator. The preferred bar did not have top selves booze most of the time. Martin checked us in in the preferred bar area and told us one thing and told our friends something different. We were there three years ago and very disappointed this time.

Restraints closed. Cold water. Broken phone and they gave away our room which was preferred VIP area with partial ocean view. They never greeted us upon arrival and told me to park and I carried our bags in. First time I’ve done that at a Secrets. They ruined my trip I planned a year and a half ago. I’ll propose to my woman somewhere else soon because I couldn’t do it there after that disaster.

The hot water was not working, they told me I was the only one complaining, however, at the preferred pool the next day, several people were talking about there not being hot water in their room. I bought into the UVC membership, however, that gave no special accommodations. They did not assist me in the water trouble until I pressured the employees to switch me rooms, however, that upgraded room was a disappointment, as I had paid for a swim-up room with ocean view. The upgrade came without a good view.

If it were possible to leave negative stars I would! DO NOT, I repeat, DO NOT stay here expecting luxury or to even get the room/services you paid for. We arrived at check-in on 11/3. 1. We had booked a Preferred Club Junior Suite Ocean View Swim Out King room. This was our honeymoon and we wanted the added luxury. We did not get personalized check-in through the preferred lounge. 2. The VIP services put such a bad taste in our mouth with the OVERLY pushy sales tatics that we avoided the lobby for the remainder of our trip. 3. The bellhop then took us to our room, which we now realize was the back of the property. We were excited to get unpacked and let the week begin. Once we settled in I realized we did not have the ocean view and we were definitely lacking the outdoor day bed. We decided to just let it go and make the best of our first day. We got in the pool and swam to the attached pool bar, Manatees. It was disappointing to see there was no bartender on the pool side and my husband had to get out and walk around to the deck side to get service. 4. Day 2 we decided to stop at the preferred lounge. Our key card didn’t work. There was a gentleman working inside that let us in. We told him our card did work, so he asked for our room number and name on the reservation. Once he looked it up, he told us we didn’t have preferred club status. Thankfully I had my phone on me and was able to show our reservation. At this point we had been at the resort almost 24 hours and this was the FIRST time someone explained to us what happened. He mentioned a building being down for repair. He did ask if we wanted to change rooms, we told him no because we had already settled in and unpacked, I wish now that we would have switched rooms because maybe we wouldn’t be in this mess. He told us we would be given a certificate for refund. That never happened. He did update our key card for access into the lounge, but we never received any of the other preferred club amenities such as the upgraded mini bar, personal concierge, or upgraded toiletries. We spoke with several other preferred club guests who received whole bottles of liquor daily and were tended to several times throughout their stay. Unfortunately we experienced NONE of that. 5. On Wednesday, I called Hyatt Inclusive to try and resolve the issue once again and get a refund on things we paid for and didn’t receive. They spoke with concierge here at the resort and said someone would be down to speak with us. That never happened. 6. Friday rolls around and I spend entirely too much time on the phone and speaking with hotel staff in the lobby to actually enjoy our last full day here. All of that to get a refund offer that is insulting. Knowing the price difference in the room we ended up in, which is a Junior Suite Pool View Swim Out king with NO PREFERRED CLUB AMENITIES, and what we actually booked, $650 USD and a free overpriced ($300 for 60 minutes) massage isn’t an adequate refund. Again, I spent almost our entire 5 day stay here politely and calmly trying to get someone to rectify this situation. I’ve talked with Hyatt Inclusive and FunJet (we booked through them) and both of those companies have been more apologetic than anyone here at the resort seems to be. Not to mention 2 of the nicer restaurants at the resort have been closed our entire stay. The hammocks in the ocean were never put out for use. There is so little support staff working that even with open and available tables at restaurants they put guests on a waitlist because they couldn’t handle the crowd. Our room is full of mold, from lampshades to the AC vent. My husband ended up with respiratory issues and we had to use Teladoc to have meds waiting when we landed back home. There is algae growing around our swim out. I had to pick weeds from the swim deck Housekeeping rolled up a dirty washcloth and placed it back on our sink for reuse. None of this screams luxury resort nor does it reflect anything I expect for the price we paid to be here.