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.

The main theme of our entire trip was "fine." The room was great, spacious and cold A/C, attended to wonderfully daily. The bars were good, drinks seemed to be mostly top shelf liquors. The grounds of the resort were clean. The beach itself didn't seem to be cleaned well. There was sharp shells and trash each morning we came out. Upon check-in, which took well over an hour and a half, we were immediately ushered into a sales pitch to try and sit through a time-share type of presentation. Ugh...no thank you. It took many times of saying "no thank you" to finally get the point across. After paying for an all-inclusive, this is definitely not appreciated. The resort is marketed as an adult's only, but there were children from the sister resort next door at the beach daily. When this was brought to the attention of staff it was met with shoulder shrugs. We stayed in the Preferred Club - NOT WORTH IT. There is no way to differentiate who is and isn't a member of the Preferred Club. Don't waste your money. The food was just fine. We've been to many other all-inclusive resorts and this is definitely the bottom of the list. The menu is the same every day at all of the restaurants. Some restaurants were closed on some days, seemingly due to a lack of staff. We didn't starve, but nothing wowed us.