Secrets Aura Cozumel

My sister and I recently stayed at Secrets Aura Cozumel in a Preferred Club Ocean View room. While we enjoyed spending time together and found several bright spots during our stay, there were also a number of disappointments that prevented this from being the luxury experience we expected. Upon arrival, we were taken to the Preferred Club Lounge by Veronica for check-in. After we declined opportunities to upgrade or purchase additional services, the level of service noticeably changed. We explained that we were only there for a few days and simply wanted to relax and enjoy our vacation together. We were told a bellman would retrieve our luggage and escort us to our room. After waiting nearly an hour with no assistance, we decided to get our luggage ourselves. We even discovered we were unable to leave the Preferred Lounge without someone unlocking the door for us. Once outside, we collected our luggage and set out to find our room without a map or anyone willing to show us where we needed to go. We eventually found it on our own and had to carry our luggage up to the second floor because there were no elevators. The room itself was clean, comfortable, and offered a beautiful view. While the furnishings have seen better days, the bed was comfortable and housekeeping did a good job when they came. Unfortunately, housekeeping service was inconsistent throughout our stay. Our room was fully serviced only once during our visit. On multiple days, including Friday and Saturday, we intentionally stayed out of the room for extended periods expecting housekeeping to arrive, only to return and find the room had not been touched. By the time housekeeping finally arrived, we were often getting ready for dinner and chose to simply request fresh towels rather than have the room cleaned while we were preparing for the evening. This was disappointing and not what we expected from a Preferred Club experience. One of the biggest disappointments was the Preferred Club experience itself. Based on our stay, we found very little value in paying extra for Preferred Club access. While we had access to the Preferred Club lounge and bar, the experience felt underwhelming. The snacks often appeared to sit out for extended periods throughout the day, and the lounge lacked the welcoming, attentive atmosphere we expected. Most of the time, we were not greeted when we arrived, and the space never felt particularly exclusive or well-managed. Better communication regarding Preferred Club amenities and benefits would have significantly improved our experience. As it stands, we would not recommend paying extra for Preferred Club based on the value we received. The buffet was one of the biggest disappointments of the trip. The selection was extremely limited, and most of the food lacked flavor. Breakfast at the buffet was equally underwhelming, so we chose to order room service or eat breakfast at Oceana for the remainder of our stay. Oceana was outstanding, with excellent food and exceptional service every morning. Dining experiences throughout the resort were mixed. The hibachi restaurant served some of the best food we had during our trip. However, despite being seated promptly at 5:30 p.m., we waited nearly an hour for the experience to begin while staff held seats for guests who never arrived. Sitting on a rooftop in the heat made the experience difficult to enjoy. Gohan was another story entirely. The food was disappointing, the service was poor, and the staff came across as rude. On the other hand, Bordeaux was fantastic. The food was excellent, and the staff provided some of the best service we experienced during our stay. One of the bright spots of our vacation was the beach and pool service. The wait staff were attentive, friendly, and worked hard to ensure guests were taken care of. Our concierge, Gabriel, also deserves recognition for making a genuine effort to improve our experience after our disappointing arrival and check-in process. Another frustration was that several restaurants remained closed for our entire stay, limiting dining options even further. The resort itself is clearly showing its age and is in need of significant updates and maintenance in many areas. As for the beach, the water is beautiful, but guests should be aware that the entry area is very rocky. We did not feel comfortable getting into the water until conditions were clear enough for us to see where the rocks were located. Once we could see them, navigating the area became much easier. Overall, we had a relaxing time together and enjoyed the beautiful ocean views, some excellent meals, and outstanding service from several members of the staff. However, the poor arrival experience, lack of luggage assistance, inconsistent housekeeping, limited dining options, closed restaurants, aging facilities, and underwhelming Preferred Club experience make it difficult to justify the additional cost or recommend Secrets Aura Cozumel as a luxury resort in its current condition

This resort was a dump. Most nights half the restaurants were closed. The night club was filthy. It was the worst resort experience I have ever had. The pool bars were closed. The food was average at best. When you went to dinner you had to stand and wait in line.

wow, amazing resort! preferred status is worth it. Ricardo has a level of service hard to match. Emily, Kenia, Rene as well! highly recommend this spot!

I will start with the positive things. The food is better than average. Drinks are served full-strength (not watered down). There were always ample clean towels and seating available at the pools. The staff are kind, friendly, and helpful. The ocean front property is very convenient for beach access and the sunsets are beautiful! We encountered several challenges. We could not consistently get towels, washcloths, and hand towels in our room. Some days we got some, some days we had none (for instance, no washcloths or hand towels on two days). Our room, and really the entire property, was tired and worn out looking. At a Secret-branded property, we expected the standards of excellence to be maintained and they have not been. Tiles are missing; grounds are overgrown and not maintained; many areas need repair and paint. There was only one working set of bathrooms to service all three pool sites, and that one set smelled like a moldy basement. Restaurant openings were hit or miss--most nights had two sit down choices and then the buffet (which is really what saved our dinner experience). This was our first trip to Cozumel, after visiting other Mexico destinations 2-3 times per year for the past 17 years. We have been to at least 3 other Secrets properties, and did not encounter this level of disrepair. Bottom line, we will look elsewhere if we choose to go back to Cozumel in the future.

Secrets is a great place to stay in Cozumel. The staff is very friendly and helpful. Dive House is an Excellent Dive outfit. The beach is beautiful. The rooms are huge and ours had an incredible view. Clara, the Sommelier made every evening wonderful, helping select a great wine and reserving us a prime table for dinner. Food was much better than previous stays we have had in Mexico. Bar selection is limited and needs to be expanded. But, Angel is the preferred club is a professional and joyful friend, every time you visit. Very hard to beat for the price - and worth every penny for the service you get from Dive House. Book directly with them and not through the tour operators and you’ll get an even better dive price.