Secrets Aura Cozumel

Subject: Formal Complaint & Compensation Request – Room 621 (Stay: May 11–16) Dear Secrets Aura Cozumel Management Team, I am writing to formally log a complaint regarding our recent stay at your resort from May 11th to May 16th in Suite 621. While we chose Secrets for a relaxing, premium vacation, our experience was severely impacted by repeated maintenance failures and a major lack of dining options. 1. Repeated Room Lock Malfunctions (May 11th & 12th) During our stay, we were completely locked out of our room due to a broken door lock. On the first instance, I made multiple trips between our second-floor room (Suite 621) and the front desk. The staff reimaged my card, which failed. I then walked back to get my wife's card, had it reimaged, and that failed as well. We were forced to alter our morning plans, and my wife had to go to breakfast alone while waiting over an hour for the lock to finally be fixed. Incredibly, the exact same malfunction happened again the very next day. Once again, we were locked out, I had to report it to the front desk, and our morning routine was disrupted for a second time. 2. Severe Lack of Dining Options (Wednesday) A primary reason we booked an all-inclusive stay at a Secrets resort was the promise of diverse, high-quality dining. However, on Wednesday, three of your main restaurants—the French restaurant, Ocean, and the Hibachi restaurant—were all closed simultaneously. This left us with only one single choice for dinner, which is entirely unacceptable for a luxury property and a direct violation of the experience we paid for. These recurring infrastructure issues and the lack of basic amenities severely diminished the value of our vacation. Given these significant service failures, I am requesting a meaningful gesture of compensation, either in the form of a partial refund for the nights impacted or an equivalent credit in World of Hyatt points. I look forward to your prompt response and a swift resolution to this matter.

Nice location, staff is attentive, nice coastline, resort needs updating which we were told is happening next year, communication from management needs to be better, restaurants are adequate, overall we had a good time but there is a lot of room for improvement.

We have been several times; this trip was 3 adults and 2 rooms. The staff and service are always good but the rooms and menus need updating. Beach is clean and pools are well kept.

Loved the experience havent been to a resort in a couple years. The attentiveness of the staff were to my standards and if not more they were always polite and amazing with the service. I would recommend this to anyone looking for a relaxing getaway and being pampered too hand and foot. Loved the experience

Terrible experience, I will never go back, very expensive for what they are giving back, We did not have internet in our room during our whole stay. The telephone on the room to call reception did not work. The shower was broken and the water was coming out of the shower all over, flooding the bathroom. The blackout window covers were not big enough to cover the windows and we have light coming to the room very early. We were not able to sleep enough. The frigid in the room did not work. The food was horrible, and the drinks too. We paid preferred and we did not receive anything they promised. We asked for late check out and they want to charged us 40 USD per hours. Honestly I will request my money back, what they are selling is not what we were receiving.