Secrets Aura Cozumel

As a UVC member I have been to several Secrets Resorts and was sorely dissapointed in the customer service and accomodations at Secrets Aura Cozumel. At preferred check-in I did not receive a room upgrade and instead was given the worst Hyatt room I have ever stayed in. The bathroom floor was dirty and covered in hair, there were no hand towels, wash cloths or bath mat, the blow dryer didn't work and there was not a steamer. The bathroom door handle was broken and falling off the door. I did notify the preferred representative, but maintance never showed up to fix the door. The phones in my room didn't work other than to call housekeeping, so I had to leave my room to speak with the spa and was unable to call room service or the concierge desk. On our last day, our safe also stopped working with a low battery message and wouldn't open and took an hour for someone to come open it. I had to walk to the lobby to find someone to help. At check-in I was told that I have to wait until the day before I was leaving to request late checkout and after it was approved, was still locked out of my room early. The food at the Market Cafe was mainly cold and stale other than the omelette station and the juices tasted watered down. Upsides were dinner at Bordeaux, this was wonderful, and the beach is beautiful with snorekling right off the sand. I understand that this is an older resort, however that is no excuse for poor customer service. This was not the 31st anniversary trip that we had hoped for. For the price of this resort there are several that have better accomodations and customer service.

Everyone from the start was delightful and welcoming. Enjoyed a cocktail during check in. All luggage arrived promptly. Our room was in "preferred" area with Ocean and poolside views. Room was nicely cooled with festive tropical sunset colors. All staff was professional and friendly! ALL staff wore neat and clean attire with bright and airy colors. Everyone had a duty to perform and did so with a smile and gracious warm HOLA! The staff worked around the clock!! Quiet and efficient too. Beach areas "raked" and cleaned at night (never a witness to this fact, because it was quiet) :) Walkways were swept free from sand, pool decks squeegeed, grassy areas raked and any fallen palm branches removed, restaurant area floors clean and shiny, used pool and beach towels replaced. Landscaping always neat and clean. All empty containers, glass and plastics removed on very regular bases too! Its quite a seamless operation!! Hospitality was Wonderful! Greeted with a warm smile and escorted to your dining table, chair pulled back for the ladies and napkin placed on your lap. (Classy touch) Market Cafe' was always on point. Speaking of Hospitality, Entertainment Team had so many activities available!! Senorita Wendy and Senhor Erving.....SO SOOO Amazing! Can't say enough great things! Energy Galore! Handsome and Beautiful too. Constantly busy being gracious hosts. Singing, Dancing, entertaining, engaging, exercise, warm sincere Hugs, sharing cultural backgrounds, They came to see us and say Goodbye on our day of departure, before their shifts EVEN STARTED! That's dedication! Our ONLY negative was no real hot water (we made it work though) and staff carts were outside our room entrance on stone walkways and could be heard at times. Oh, and ONE more negative.....WE HAD TO COME HOME!!!! All in All 5*******(stars)

We had stayed at this, and other, Secret Resorts in the past. NO MORE! As you can see, I travel A LOT and can see when a hotel/resort has some problems as an exception and when there are ongoing problems showing a property in serious decline. THAT IS THIS PLACE. See 2nd half of review. Registration: Prompt, professional, friendly. We were in the Preferred Section and quickly met and led to their private check-in. After a nice lunch and drink at Oceana, we returned to the Preferred Lounge and were led to our room. Nice job by the Preferred Lounge associate. Room: Large, modern, comfortable and clean. Big patio overlooking the pool and sea. Mini-fridge had only two cans of water. Hotel associate asked what we wanted: six Dos Equis beers, six Frescas or Squirts Preferred Pool/Bar: the quieter, uncrowded pool. Clean, ample lounge chairs and towels, friendly and accommodating bartender and server. Then the problems began… Mini-fridge not stocked: called to remind them. Did not come until the next day and left 1 beer, some cokes and water only. Asked them to fix-it. Never returned for restock in following days. Not a big deal alone, but with…. Housekeeping and Management: Day 2, departed room at 9:52 with DND door sign on table in room (I have photo). Returned to room at 4 pm to no housekeeping visit. Called and Kevin said they’d be there in 15 min. Two calls and an hour later, still nothing. Called again and was told we had our DND on the door (not true) but the shift manager would visit. He did with more excuses about the DND, then finally sent someone about 5:45. Day 3 by noon, they had not visited to clean. Other guest had problems too. Managers are first arguing with clients instead of trying to fix issues. Restaurants & Bars: Oceana: good breakfast and average lunch. Bordeaux: food was average. Server took our orders and delivered drinks. Another person brought dinner. Had to get up and find our server for a second drink as he never returned to check with us. Sky Bar: only one other couple there. Tables had cups, napkins, water marks, etc. and not cleaned off. Chairs scattered. Bartender was scrolling on phone. Rendezvous Bar: no other patrons. Tables and sofas VERY dirty and stained. Sitting stools were scattered. Had to go to the bar, no table service (only patrons), bartender also scrolling on phone. Breakfast Buffet: limited variety. Most food was cold in warming trays. Staff stayed away from tables and patrons and rarely checked if they needed anything. Dinner Buffet (trouble booking à la carte before 8pm): TERRIBLE. Food was cold, limited and tasted nasty. Went back for different items ,hoping they were better-no. We prepaid 4 nights. We departed after 3 as the food service was bad, bars filthy, restaurants limited and difficult to reserve (other clients complained too), Wasted $412 here plus the cost of a different hotel/meals for a night. I messaged resort about issues before posting this. Ana Luisa, Asst Gen Mgr, responded and offered 2 nights free over the next 60 days to give another chance. I was able to reserve four rooms on their website (checked available) for the dates wanted. She said: not available. Tried a different weekend and rooms available on their site. She said: not available. HOW CONVENIENT.

It was ok. Pool was fun. Proximity to water activities was nice. Beach was nice. Resort was appealing. Rooms spacious. Each room lacked some items. For example we had one room that hand 4 clothes hangars and another had 2 and another had 13. Some pool bartenders were horrible. Wait times at restaurants 45-120 minutes. Nothing available 24/7. Preferred pool has zero entertainment. Staff is friendly though. DO NOT do the "90 minute" Unlimited "Vacation Club" sales pitch. It will be a minimum of 2 hours and you will have to say "no" about 10 times before they give up. Best part is the staff and everything else about Dive House who does the SCUBA and snorkeling activities. They are beyond expectations.

Wonderful atmosphere, views, the hospitality was 10/10. The only issues I had is one day our room wasn’t cleaned at all, they rarely left enough towels and wash rags. Food was great along with the drinks.