Secrets Aura Cozumel

It is hard to express how bad of condition this resort is in. I have been to two other Secrets resorts and was impressed by the overall quality of the facilities, food, service, and activities. Secrets Aura does not reflect that same level of quality. This resort suffers from poor maintenance throughout. Many existing conditions are potentially unsafe and unhealthy. I observed water leaking from the base of walls, loose ungraded electrical receptacles in beach and pool areas, and loose lighting fixtures in the pool. The staff is friendly and the service overall is very good; unfortunately the facility conditions and low quality food shows that Hyatt has turned its back on this place. On the upside, the beach is great with spectacular swimmable and safe water.

I travel a lot, usually i do't like to criticize but this experience was so bad and no one should go through it. lets start with Executive reception the gentlemen representing(with a mark on top of his right eye) is rude and condescending. Knows nothing about customer service, even spoke to the resort manager but seems like he did not care either. Toilets not functioning properly, room doors are broken, walls - elevators - just dirty. Food quality poor. walkways unsafe for they were dirty so were slippery. shortage of towels. Upper management was terrible. i see a lot of advertising on Facebook and other social media.when you get there you have to sit through 90 minutes of representation for them to sell timeshare through Hyatt. I was surprised since Hyatt has great reputation but it was not worth a penny if this is what there standard is then Hyatt need to look at this again. At best i'll give 2 stars which is too bad because the location is superb. just my input you go at your own risk.. A REAL DISAPPOINTMENT.

This resort is in terrible physical condition. Literally falling apart at every corner. Nothing here reflects the quality I have experienced at other Secrets resorts. If I had not been locked into my vacation package, I would have checked out after night one and move on. The beach here is great, very safe and swimmable. My wife and I made the best of being stuck at Secrets Aura for six nights, but I will never return. Good people trying hard to serve their customers, but the facilities are bad and thenfood is mediocre. This is not worth half of what it costs. Go somewhere else.

I’m having a hard time finding good things to say about this resort. We went with another couple and got preferred ocean view rooms. Firstly, there is literally NO difference between a preferred package and regular package other than checking in at a separate location, and having access to a pool table. Don’t waste your money. Preferred check in- they drag you across the entire resort to the preferred lounge- and I am thoroughly convinced that checking in through that method takes 10x longer than it would have at the regular lobby. Our room was alright, some minor issues (which we were assured by the concierge that they’d be taken care of the next morning (surprise, they never fixed anything throughout the entire stay)). The other couple we were with were at the “new” side of the resort, their side didn’t have hot water for 4 days, they finally were able to be moved over to dreams after 3 days. They also had 3 hour water shutdowns every afternoon and didn’t bother telling anyone- the public access bathrooms were left in an apocalyptic state as a result. The food was mid tier, and that’s being incredibly generous. We’ve seen better food at 3 star resorts in Cuba.. by the time food service would get to you, everything was cold and soggy. The buffets are the smallest I’ve ever seen- like continental breakfast buffet at a hotel tiny. Gohan and another restaurant at dreams were closed entirely, their hibachi books out 2 days in advance and there’s seating for 6 in total at a time. All restaurants have minimal seating- we were waiting over an hour each time we wanted to go to a restaurant, and the portions were so small we would all have to go to the buffet afterwards. If you like peace and quiet, secrets and dreams are not for you. The resorts are so small, that they would run karaoke and other games right beside wherever you were eating overlapping the ambient music of the restaurant buffet. The beach is nice, although with them renovating sunscapes, and also doing renovations at both dreams and secrets, it is impossible to find a pool or beachfront without the sound of power tools right behind you. (Also they were using concrete saws right beside the kids pool at dreams without water, blasting everyone with concrete cutting dust) if you’ve saved up your money for a dream vacation, avoid this place at all cost. it is a luxury hotel pricing for a budget experience. the day before we were leaving we saw a wedding party arrive, and couldn’t help but feel so terrible for them.

We are here for 10 days and the service we received on the beach from Jairo was outstanding. He was very friendly and always checked to see what we need. We were sad when he moved to Dreams and wished he was at Secrets for the rest of our vacation. See you next time Jairo❤️