Secrets Aura Cozumel

This was our second stay at this resort, but unfortunately will likely be our last. The resort in general was great, with the food and staff outstanding! We again upgraded to "Preferred", but dont waste your money. We are just upset at management, which has allowed their sister resort Dreams, to automatically be "Preferred " at secrets. Dreams took over our resort as they wanted to avoid the kids at their resort.. go figure! They would come to the Preferred pool 20 to 30 deep and became a rowdy party crowd. This ruined many people's experiences and relaxing by a pool, most would just leave. Fine, allow Dreams to use secrets, but not the Preferred areas where we paid extra for to get away! The resort was still nice, service outstanding. Margarito as pool wait staff was the best! Seek him out. All the food was better than our previous visit. If decisions were made differently by management, we would return again.

We have been here 4x before, and this was by far the best experience! The food is improved over the past times we have been here. The restaurant staff were fantastic! Marcel was especially super sweet, in Gohan. Gohan was our favorite restaurant on the resort! The Dreams side buffet was better than Secrets side, and offered an empanada station and omelette station…bacon was also cooked a lot better over there. Service was great at Dreams & Secrets though. Our rooms were cleaned everyday, and snacks/drinks restocked. Beach was gorgeous and very little seaweed, if any at all. Preferred Pool and the non-preferred pool by Bordeaux were our hang out spots. They also offered a grilled lunch at Bordeaux for everyone every other day, but it isn’t advertised on the board or app. Entertainment team is super fun! Showtime Band was a huge surprise, as they’re one of our fave bands on the island. Our fave staff were: Marcel in Gohan Johnathan at the Preferred Pool bar Leonel at non-preferred pool bar Margarito beach bar Kenia buffet Mauricio different bars Wendy entertainment team Sergio preferred bar Ricardo in Bordeaux Gerardo preferred bar Irving entertainment team Geovany entertainment team Adrian entertainment team

looking at the photos online of AURA, Secrets, Cozumel, Mexico it appeared as if it would be the lap of luxury. Wrong! We were not advised that that the Secrets part of the hotel is being totally renovated starting in July, 2026 which probably explains the lack of upkeep in the room ; the Dreams portion is fine. We entered a room which had a strong odour of fumigation, the blackout curtains were torn and stained. We could not leave the balcony doors open for fresh air since there was no screen. The safety deposit box had to be repaired, the one bed lamp flickered and was not safe to use - this was remedied with two workable lamps, the broken bathroom scale was replaced. I did not notice an iron nor a hairdryer. The Jacuzzi was cracked in the bottom of the tub and was actually missing pieces; the shower was stiff with age. We finally received hot water after a few days in the shower; we still had to run the water for 15 minutes or so in the hand basin before it became warm. What was not rectified were the ceiling fan and light - they either both came on together or not at all; a side table and two easy chairs to sit on in the room - we had two foot stools, one of which was inexplicitly removed after a few days along with a white fruit tray, for some reason or other. We had a beautiful balcony with a great view of the beach and pool area but there was no chaise lounge to sit out there to enjoy this vista. We did have two wooden chairs and a small patio table. I enjoyed the food, but there were no steaks available for people who are carnivores. The bed was very comfortable and there was great lighting in the bathroom. The various people we spoke with, from Guadelope our dama des llaves, then management - Julie who seemed to arrange the repairs for us, then Arturo Fink, and finally Alonso Cervantes who listened to us but was unable to convince his superiors that we should actually have these missing amenities. After a few days we were offered a new room but I did not want to risk having to have more things repaired in our final few days there. It was a shame because the staff with whom we dealt were as helpful as they were permitted to be and seemed to be naturally friendly and qualified. The location is lovely and little things, such as having a chaise lounge or two brought up to the balcony and having two chairs in our very large room, would have made a world of difference in how we felt. It is too bad that senior management in the Hyatt hierarchy cannot be sent back to hotel management school to learn how to create return patrons.

We love coming back here year after year. The staff is amazing !!! You truly feel welcomed and cared for. The resort keeps getting bigger and with that growth is more restaurants, pools and upgraded facilities. The gym gets better every year, there is always yoga in the beach and the smiling faces all around :) did I mention “Adult only and all inclusive” We absolutely love it here

For the values excellent place to go. The rooms were very clean and functional. The restaurant were good. The only things we saw is that all dreams customer were always at Secrets and it did affect too much our stay but can be annoying.