Secrets Aura Cozumel

We are A couple from quebec canada. We travel quite a bit(7 times in the last 2 years. I'd say more than average) . We haven't had too many complaints about our travels to date, as long as we have the minimum (good food, clean rooms and good service).We booked this hotel expecting Secrets resort quality . Our first room at check in had water falling from the ceiling like Niagara Falls. So they switched ust to another room. It was dirty, moldy smelly , badly in need of repairs(our room door had a 1 inch gap at the top and 1/2 inch gap at the bottom we coud see through). On the second day it rained and water was flooding in from under the door across our room. We demanded a change and they were willing to upgrade us to preferred room but only at end of day, so we lost almost the whole day . Very disappointing. The food on the first day was horrible. We ate at oceana for breakfast and it was OK. For lunch we tried buffet and most of the food was recycled from previous buffets and was inedible so we decided on room service nachos because we were starving. The next 3 to 4 days as resort got fuller food quality got better and then near end of stay it was back to awful food and recycled food. As far as the way the hotel is managed I'm very dissatisfied. We had access to the Dreams side of the resort and I have a mobility issue due to a bad hip. So we go to reception to get a lift with their golf cart (only 1 for entire grounds of 3 hotels) and it was always recharging. Ok what's plan B,C Or D in this situation sir, especially for elderly or low mobility people. Oh sir we have no plan B,C or D. You can just walk.. very disappointing 😞. Ok so in short , no I would never come back here and I wouldn't recommend it either.. there are plenty of better resorts on the island than Secrets Aura Cozumel.

Our trip was memorable for all the wrong reasons, starting with the service, to little fruit flies in our room, to poorly lit walkways with chunks of concrete missing. My wife ended up breaking her ankle on one of the broken steps which prematurely ended our trip. Instead of showing empathy for our situation the staff was more concerned with how long we were going to need the wheelchair. Prior to leaving early, I asked to speak with a manager but was told they were unavailable and that I needed to contact Ms. Ana Vargas after returning home. After sending weekly requests to Ms. Vargas, who acknowledged receipt of two of my emails, my questions and requests have gone unaddressed. Given that my wife broke her ankle as a result of an unmarked broken step, we expected more. Instead, we incurred over $2,000 in medical expenses and additional flight costs to return home to see a specialist, which resulted in lost two days of resort time, no response from Ms. Vargas, and even less empathy along the way. If service is important to you as well as safe walkaways to the beach, I suggest looking elsewhere.

Have been to this location several times, beautiful beach, great staff, food good. Excellent entertainment staff, lots of fun. Room was comfortable and clean.

The resort is older and could use some TLC. Hot water is hit or miss. The staff are great. They made our stay wonderful. The snorkeling right off the beach is world class. The food was a solid 6/10. We will go back. The value is there for the location and the great service.

If you are considering going to Secrets Aurora Cozumel, go elsewhere. We had the first issue when we were checking. The couple we were traveling with did not have a room and thus was placed at their sister resort. They were told to drop off their luggage the following day by noon and they would try to get them a room at Secrets sometime the next day. There were many other concerns that came up during our time there. One, the pavement is extremely uneven, even broken in places which makes it unsafe, especially in the evenings. We only had one friendly server at all of the restaurants and bars we went to. No smiles, no greetings, etc… This was very surprising, as every other place we have vacationed at had very friendly staff. Though they have a preferred member pool, etc… DON’T waste your money. There are no wrist bands so everyone accesses the preferred pool, etc.. Plus, they did not have enough chairs at the pools or beach area. They literally brought out folding chairs for people to use.