Secrets Aura Cozumel

We stayed at Secrets for a six-night vacation and were extremely disappointed by day two. Shortly after arriving, we had a wildlife issue in our room that required immediate attention. We called the front desk and clearly explained that it was an urgent situation and that we were frightened. After receiving no assistance, we called two more times and made two separate trips to the front desk. During our second visit, I requested to speak with a manager. Only after asking for a manager did staff finally send someone to our room. In total, it took approximately 50 minutes to an hour before anyone arrived, and the housekeeper who came was not equipped with the proper tools to resolve the issue. Since then, we have also experienced a significant ant problem in our room. Our room has had several maintenance issues as well. The bathtub initially ran yellow water, the cold-water faucet did not work at all, and when I attempted to open the bedroom balcony door, the heavy glass door came off its track and struck me on the head. I was fortunate not to be seriously injured. I immediately contacted maintenance to repair it. A balcony door falling on a guest is a serious safety concern. Dining has also been frustrating. My travel companion and I follow gluten-free and vegan diets, and despite this being a luxury all-inclusive resort, there have been very few options available for us. I had to specifically request gluten-free bread, which took about 10 minutes to locate, and when it finally arrived, it had an unpleasant taste that reminded me of paint, making it inedible. Most of the restaurants are open-air, and during one meal we observed a bird inside the dessert area along with flies around the salad bar, raising concerns about food sanitation. We also chose this resort because it is advertised as an adults-only experience. However, we have repeatedly seen children from the neighboring Dreams resort on the Secrets side, which has taken away from the adults-only atmosphere we expected. The pools also close incredibly early at 8pm and the “night club” seems to have no one attending it, which makes the evening entertainment feel very limited. The excursions booked through the resort were not the best in terms of equipment, but the staff on the excursion were wonderful. One of the most disappointing experiences was the so-called “VIP presentation.” We were told it would be a 90-minute opportunity to learn more about the resort. Instead, it became a high-pressure sales presentation for a Hyatt membership costing nearly $30,000. Rather than lasting 90 minutes, it lasted approximately three hours. When I finally said I was leaving, I was made to feel guilty for not purchasing a membership. I explained that the sales tactics felt overly aggressive, and I was told that meant they were “doing their job very well.” The presentation felt misleading and disrespectful of our vacation time. For a resort that markets itself as a luxury, adults-only destination, the response to guest concerns, room maintenance, food accommodations, cleanliness, and guest safety has fallen well below expectations. I sincerely hope management takes these concerns seriously, addresses these issues promptly, and works to improve our stay. Positives: The housekeepers, restaurant hostesses, wait staff, and entertainment crew made the trip. The room has a really good steamer for ironing. The mini fridge is well stocked, and since we are not heavy drinkers, the staff recognized that and catered the options to us. ❤️ Peanut M&Ms were a nice touch. Connectivity is available, but it is scarce and spotty. The Preferred Club area has very comfortable loungers. The snorkeling off the resort beach was enjoyable, and they provide equipment.

This hotel is lovely! We went at a time when the seaweed is really bad in other parts of the Riviera Maya, and this hotel Ihave been to in March and July of this year and on both occasions the beach was very good too excellent. It just depends on the day, but compared to other parts in the region, we were able to get out into the water to swim and snorkel, etc. every day! The staff in every department were wonderful, and it was just such a relaxing stay And I had been to the same resort in March as well as mentioned, and it is not as “New” and polished as some other resorts, and it sounds like it is getting a facelift soon; but I actually liked the resort vibe better thansome of the other fancier resorts I’ve been to. And I felt like it draws people that aren’t pretentious and really just want to enjoy the beach and activities, and get to know people from all over the world! Another thing I would mention is we never had any problems finding beach, chairs, or pool chairs, and that can always be a challenge I at many resorts! So in some ways, I’m glad that the resort is getting a facelift, but in some ways, I’m sad about it andwill really miss the Secrets Auora that I know now ☺️

The hotel was nice and the food was good. The elevator worked on and off which causes issues for me. We only had one robe and never got a second one, no matter how many times or ways I requested. The middle pool with the slides was great! The coffee shop was a plus as well.

Do Not Waste Your Time or Money Here! Secrets Aura was the absolute worst all-inclusive experience I have ever had. The food was completely inedible, options were non-existent, and room service took over an hour for a simple order. The room amenities were outdated and broken, and basic communication was a constant struggle. While the staff members were very nice, they clearly lack proper English training and are left entirely unsupported by management. It is a fundamental management failure from top to bottom. Time and money are your most valuable assets. Do not squander them on Secrets Aura or any of their properties anywhere in the world. I strongly recommend avoiding this place entirely.

I expected more from a Secrets. The resort is starting to show its age. There was peeling plaster on tub, tub having water stains/soap ring around it, an overall dirty appearance. The A/C had to be worked on 3 consecutive days during our stay, it kept shutting off--which I found totally unacceptable. There were no wash rags or hand towels in our room upon check in. Housekeeping brought some up upon request. Housekeeping also took them the next day with dirty laundry, and did not replace. Our room was not cleaned going into the last day as well. We stayed at Secrets Los Cabos in the past, and had higher expectations due to that experience.