Secrets Aura Cozumel

It needs a lot of work, but the price was low for a Secret. We stayed in a renovated suite with a separate bedroom, which was perfect. Room 232. The only issue with the room was that the shower floor needed a good scrub. We also found a sex toy in the room's drawer. I guess the cleaners were afraid to remove it 😂. The restaurants are good, but I was expecting higher quality food for a Secret resort, since it is very old. The best restaurant is Gohan, which serves Japanese cuisine. It's very small, so make sure you book early. The BORDEAUX restaurant was also good, but the main course was a bit disappointing. The pizza place at the Dreams hotel was great, as was Olio, and both are located there. The pools are all missing water and need to be fixed, as there is no drainage for the debris that floats on the water. The Preferred Club pool was the best. It rained, so the pool filled up, but it was also missing water at some point. The staff were great all over the resort, including at the Dreams hotel. Bring USD, as they don't have many small peso bills – the USD is the best option. I wouldn't recommend bringing Canadian money. Overall, it was a great trip. We already knew that the resort was old.

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