Secrets Aura Cozumel

looking at the photos online of AURA, Secrets, Cozumel, Mexico it appeared as if it would be the lap of luxury. Wrong! We were not advised that that the Secrets part of the hotel is being totally renovated starting in July, 2026 which probably explains the lack of upkeep in the room ; the Dreams portion is fine. We entered a room which had a strong odour of fumigation, the blackout curtains were torn and stained. We could not leave the balcony doors open for fresh air since there was no screen. The safety deposit box had to be repaired, the one bed lamp flickered and was not safe to use - this was remedied with two workable lamps, the broken bathroom scale was replaced. I did not notice an iron nor a hairdryer. The Jacuzzi was cracked in the bottom of the tub and was actually missing pieces; the shower was stiff with age. We finally received hot water after a few days in the shower; we still had to run the water for 15 minutes or so in the hand basin before it became warm. What was not rectified were the ceiling fan and light - they either both came on together or not at all; a side table and two easy chairs to sit on in the room - we had two foot stools, one of which was inexplicitly removed after a few days along with a white fruit tray, for some reason or other. We had a beautiful balcony with a great view of the beach and pool area but there was no chaise lounge to sit out there to enjoy this vista. We did have two wooden chairs and a small patio table. I enjoyed the food, but there were no steaks available for people who are carnivores. The bed was very comfortable and there was great lighting in the bathroom. The various people we spoke with, from Guadelope our dama des llaves, then management - Julie who seemed to arrange the repairs for us, then Arturo Fink, and finally Alonso Cervantes who listened to us but was unable to convince his superiors that we should actually have these missing amenities. After a few days we were offered a new room but I did not want to risk having to have more things repaired in our final few days there. It was a shame because the staff with whom we dealt were as helpful as they were permitted to be and seemed to be naturally friendly and qualified. The location is lovely and little things, such as having a chaise lounge or two brought up to the balcony and having two chairs in our very large room, would have made a world of difference in how we felt. It is too bad that senior management in the Hyatt hierarchy cannot be sent back to hotel management school to learn how to create return patrons.

Currently at Secrets, and the food is definitely improved from our last visit. The staff are amazing every where we’ve been. We are UVC members and booked a preferred room. Preferred pool iplays horrible elevator music, and nobody can change it even when asked by 5 different groups. We ended up at the non-preferred pool, due to the music and the fact that the preferred pool bartenders had spent more time talking and on the other side of the bar than at the swim up bar side, even when people were waiting for drinks on the swim up side. We also unfortunately couldn’t order food to the pool on the non-preferred side like you can at the preferred pool. Beds and room is great…but wish the preferred pool was better. Margarito, Wendy, Sergio, Keña, and Mauricio are the best!

We love coming back here year after year. The staff is amazing !!! You truly feel welcomed and cared for. The resort keeps getting bigger and with that growth is more restaurants, pools and upgraded facilities. The gym gets better every year, there is always yoga in the beach and the smiling faces all around :) did I mention “Adult only and all inclusive” We absolutely love it here

For the values excellent place to go. The rooms were very clean and functional. The restaurant were good. The only things we saw is that all dreams customer were always at Secrets and it did affect too much our stay but can be annoying.

I have stayed at many hotels and all inclusives and this is by far the worst experience. Anyone who says anything good about this resort is either paid for or has never traveled. Every single opportunity to fail at hospitality was achieved. Service, quality and cleanliness all get a zero. I would not stay here again if it was free. The staff hate working, the food is worse than school cafeteria. Only hotel that can be in in paradise yet make you feel like you’re in hell. Anyone who says they like it are victims of Stockholm syndrome and or have pity for this insult to the hospitality industry. Stay anywhere but here even if you win a free trip.