Secrets Aura Cozumel

Worst hotel I’ve ever stayed at. Run down, dirty, horrible food, horrendous customer service. Came for a wedding and was not placed in wedding block. They refused to honor the wedding block discount, even after I showed them the 5 emails I wrote letting them know it wasn’t working. Only one restaurant was open the entire time I was there and the food was ok at best at that particular place. The fact I was separated from my family and they told me they refused to fix the issue because I had already paid in full is absolutely unacceptable. I will be writing emails to corporate and calling my credit card to make formal complaints.

The worst resort experience we have ever had. The resort is not 5 Star. Food and drinks were not good. Staff and especially management did not seem to care about any concerns. Extremely rundown everywhere you looked. Pool had mold growing. Plates were chipped in "5 star" restaurants, cups were mishaped or cracked, dirty tablecloths. The new side was not much better. Someone complained to management and was escorted to their room.

The place is super nice! the guest are amazing especially Luz, Victor, the chef, Erik, Antonio and the Amelica! They are so fun to be around and will make your time amazing. We loved it here and it’s HUGE!!! Only thing is a lot of places were closed due to it being slow season.

My stay at this resort was extremely disappointing from the moment I arrived. Upon check-in, my room was not properly cleaned, and I encountered dirty bedding on two separate occasions, which is completely unacceptable for a resort. The pool area was also extremely dirty and had visible trash in and around the pool. I had flies inside my room, the safe stopped working during my stay, and on my very first night, the TV did not work. For the amount of money guests pay to stay at a resort, basic cleanliness, sanitation, and properly functioning amenities should be a given. Unfortunately, that was not my experience. Having to repeatedly deal with cleanliness issues and maintenance problems took away from what was supposed to be a relaxing vacation. I expected a much higher standard and would not recommend this resort based on my experience.

Well, arrived to a room with mold/water damage/upteen plaster bagworms. After 1.5 hours, finally moved. And the new room had water damage and broken lamp/phone/electrical. This is a horrible way to begin a vacation. The place is destined to be remodeled. But rather then treat it as such, the big push for Preferred and Unlimited is such a focus that anyone who is not will get treated more then subpar (however, even those in preferred rooms had complaints). This trip ended with a simply defeated couple who allready knew any request would be a no. Hyatt must do better but I do not think they will as that Preferred/Unlimited push is a set management drive that will cause solid issues as it did with me and many others. Rating given a second star as, with any other all-inlcusive, there are multiple hard working, kind staff.