Secrets Aura Cozumel

Disappointing Stay – Would Not Return My husband and I booked a 4-night all-inclusive stay at Secrets Aura Cozumel and unfortunately had a very disappointing experience. The biggest issue was our room. When we first arrived, we immediately noticed a strong sewage/portable toilet smell, visible mold, and overall poor cleanliness. We reported the issues right away and were told that housekeeping would come clean the room, but we were not offered a room change or any other solution. Housekeeping did clean mold from one of the vents, but there was mold present throughout the room that could not simply be wiped away. The bathroom was in poor condition, with shower tiles falling apart and significant mold around the shower area. The electrical outlet in the bathroom actually fell out of the wall and had to be repaired during our stay. There was also sand throughout the room when we arrived, and despite daily housekeeping, it was never properly cleaned up during our entire 4-night stay. The odor in the room became even worse at night and made it very unpleasant to spend time there. Another disappointment was that the resort website advertised that the restaurants were open daily, but several were not open every day during our stay. We also were surprised that the pools closed around 7–8 PM each evening. The food was okay, but we were disappointed to learn that wine was not included and required an additional charge. The staff was generally friendly and polite, but they did very little to address our concerns. Before checking out, we spoke with management again about our experience. They apologized, but no additional effort was made to resolve the issues or compensate for the poor experience. Unfortunately, because of the condition of the room, the lack of responsiveness to our concerns, and the misleading expectations regarding amenities, we will not be staying at Secrets Aura Cozumel again and would not recommend it based on our experience. Rating: 1/5 stars

Our TV never worked, room key had multiple problems over the 7 days, and food was below average, drinks were cut off at the pool by 5pm

I was incredibly disappointed with our stay at Secrets Aura Cozumel. I have stayed at other Secrets resorts before, and this property should be embarrassed to call itself a Secrets. It was, by far, the worst all-inclusive resort I’ve ever experienced. The amenities were lacking, and the restaurants that were open were mediocre at best. The food was bland and disappointing. Every night several restaurants were closed, and the buffet was only open for dinner one night during our stay, leaving very limited dining options. The pools and hot tubs closed at 7 p.m., which made no sense for an adults-only resort where many guests enjoy relaxing in the evening. The rooms were the biggest issue. They were anything but relaxing. We stayed in one of the “renovated” rooms, and it was awful. The room smelled like a sewer mixed with mold from the moment we walked in. There was visible mold throughout the room, making it feel unhealthy to stay there. The beds were dirty when we arrived, with sand in the sheets as if they hadn’t been changed. The couch and chair were covered in stains. When we immediately brought the condition of our room to the staff’s attention, we were told they would simply come wipe the mold off the walls. That response alone was shocking. Visible mold isn’t something that should just be wiped away and ignored in a resort that charges premium prices. Our friends staying in rooms 1021, 1023, and 1024 had even worse conditions. Those rooms were filled with visible mold and should not be rented to guests. They are completely unacceptable. Another couple in our group didn’t even make it past the first night. After returning from dinner, they found their hotel room door left wide open, and the room smelled so overwhelmingly bad that they packed up and left the resort altogether. Room service took over an hour, and when it finally arrived, the food was cold, bland, and barely edible. Afterward, our trays sat outside our room for over 12 hours, even after we requested they be picked up. The mini fridge was supposed to be restocked daily, but when we asked about it, we were told, “That’s not our job.” Even basic maintenance was lacking. One of the elevators was broken, forcing guests to use another floor just to reach the third floor. The pool bathrooms were absolutely disgusting. The smell was so overwhelming that I was gagging just walking toward them. They tried masking it with a candle, but it didn’t even begin to cover the odor. The only reason this trip wasn’t a complete disaster was because Cozumel itself is beautiful. The beach and our excursions were amazing, but those had nothing to do with the resort. I would never stay at Secrets Aura Cozumel again, and I would never recommend it to anyone. Save your money and book somewhere else.

Had been to Secrets Aura twice before. Loved it. Huge disappointment this time. Asked to transfer to sister resort- Dreams. Dont know where to start. Room - :Üpdated"at some point. Öpen Plan". No privacy in bathroom. No door. clear glass enclosure to toilet. no door on shower. just glass. Spray went out on to main floor. But not really a wet room. No drain out of shower. Decor outdated.TV was crappy. Couldnt figure out how to use. ( I"ve designed websites and have a related masters degree.) Screwey configs. Had someone from their tech come up and he really couldnt work it either. We dont watch tv all day,but at the end of the night we like to put something on to relax for a bit. Dining - horrible. lots of dining options, but few are open on any given day. Staff moves from one place to another - they only find out what will be open and where they will be working that day. No notice provided to guests. Lines are very long. One option was a Hibachi Restaurant. Limited seating. Turned out to be a hibachi station (1) outside set up on a pation. Maybe 10 seats. The buffets always had the same food. Mediocre to bad. Fish overcooked to hard. Other options like chicken done the same. Other sides, chili, etc, completely flavorless. One restaurant - the asian one was actually good. but we waited an hour and a half for it. Major construction going on next door at what was their Sunscape hotel. Essentially gutted and torn apart. Noisy and grounds beat up. Wiil become part of Dreams, next one up the beach. And better. Both are now part of Hyatt Inclusives. After what that takeover did to Secrets, i would hesitate on others. When we complained about one thing or another to the staff, they essentially acknowledged and said that after they were done next door they needed to pay attention to Secrets. Anyone interested in Secrets, wait until their other build out is done and watch the reviews carefully. If you are a scuba diver, the dive shop remains the same outfit and continue to be great.

Excellent place, excellent service, kindness people. Teh food was great and the room waterfront wonderful views every morning