Secrets Aura Cozumel

We arrived at our condo by airport shuttle which meant grocery shopping was delayed to the next morning, so we inquired at the Hyatt next door about dining. They sold us an all-inclusive night pass which gave us access to multiple restaurants and drinks. Although the service was acceptable, we were really disappointed with the quality of the food, especially the seafood. The mahi-mahi and salmon were overcooked, and the sushi was unrecognizable. We couldn't even finish it.

I visited this hotel in 2023 for my birthday and was so excited to return, but unfortunately, I was very dissatisfied with my experience this trip. The room smelled as if it had been mopped with a dirty mop, leaving a lingering odor every day. My towels and bedding were damp each day and had an unpleasant smell, as if they hadn’t been cleaned properly. I also requested an iron every day during my stay and never received one. I called and spoke with the concierge multiple times and was assured one would be brought to my room, but it never happened. Additionally, I had no hot water for the entire duration of my stay. I reported this as well, but it was never resolved. The internet and TV continuously went in and out, which was especially frustrating because I needed to complete work and was unable to due to the unreliable connection. To make matters worse, on my last night I ordered room service and tipped the staff member five dollars—the only cash I had left. He remained at my door and told me that the tip was not enough, mentioning that it was his 30th delivery and he expected more. This interaction made me extremely uncomfortable and upset, especially as a guest alone in my room. Overall, this stay was deeply disappointing and did not reflect the level of service I experienced during my previous visit. I hope these issues can be addressed to ensure no other guest has a similar experience.

We went to Secrets Aura Cozumel in 2018. The property was excellent and in great condition. We returned in 2025 to find that the property has not been maintained very well, and shows signs of wear and tear (peeling paint, water damage, leaky roofs, standing water in corridors, poor hot water supply, leaky refrigerators, sporadic a/c). Those were our main issues. We still had a great time because the beach is awesome and the pools were in decent condition. There were always plenty of nice beach chairs and towels available. The activity directors were top-notch and made sure we had fun! The wait staff and bartenders were very friendly and helpful. Most spoke decent English, which we appreciated! The food was average, but we really enjoyed Bordeaux Restaurant, which was several steps above the other cafes. We would consider a return trip in the future, but we would do some research first to determine the condition of the property.

It is hard to express how bad of condition this resort is in. I have been to two other Secrets resorts and was impressed by the overall quality of the facilities, food, service, and activities. Secrets Aura does not reflect that same level of quality. This resort suffers from poor maintenance throughout. Many existing conditions are potentially unsafe and unhealthy. I observed water leaking from the base of walls, loose ungraded electrical receptacles in beach and pool areas, and loose lighting fixtures in the pool. The staff is friendly and the service overall is very good; unfortunately the facility conditions and low quality food shows that Hyatt has turned its back on this place. On the upside, the beach is great with spectacular swimmable and safe water.

I travel a lot, usually i do't like to criticize but this experience was so bad and no one should go through it. lets start with Executive reception the gentlemen representing(with a mark on top of his right eye) is rude and condescending. Knows nothing about customer service, even spoke to the resort manager but seems like he did not care either. Toilets not functioning properly, room doors are broken, walls - elevators - just dirty. Food quality poor. walkways unsafe for they were dirty so were slippery. shortage of towels. Upper management was terrible. i see a lot of advertising on Facebook and other social media.when you get there you have to sit through 90 minutes of representation for them to sell timeshare through Hyatt. I was surprised since Hyatt has great reputation but it was not worth a penny if this is what there standard is then Hyatt need to look at this again. At best i'll give 2 stars which is too bad because the location is superb. just my input you go at your own risk.. A REAL DISAPPOINTMENT.