Secrets Aura Cozumel

We have just returned home from a week at Secrets Aura Cozumel and wanted to share both what we truly appreciated and a few things future guests may want to be aware of when planning their stay in the coming weeks and months. Warm Welcome We were warmly welcomed upon arrival by our concierge Alex, who quickly escorted us to the Preferred Members Lounge. There, we were given an overview of the resort and offered snacks and drinks while we waited for the 3:00 p.m. check-in. Although we arrived early and expected a short wait, we did not receive access to our room until between 5:00 and 5:30 p.m. We had to check in five (5) separate times before the room was finally ready, which was disappointing. Alex was attentive to our needs as he kept encouraging use to speak to the staff in the Preferred Lounge, before taking matters into his own hands. While his efforts were appreciated, it did take more time than either he our us expected. Resort and Maintenanace The resort itself has a grand and impressive foyer, and there are many beautiful areas throughout the property to capture memories and photos - from the walk out pier, ocean hammock, to bar swings (Dreams) and Sky Lounge - a top of the main foyer building. However, some parts of the resort are showing signs of wear, including chipped paint, missing pool tiles, and cracked or uneven sidewalks. I am sure being near salt water expediates required upkeep. We understand renovations are planned, which will hopefully address these issues and quality of maintenance and upkeep sometime later this year. Staff - Especially William. What truly stood out during our stay was the exceptional staff. Every team member we encountered was kind, welcoming, and committed to providing a great guest experience. Special mentions go to Wendy from the Entertainment Team who made poolside events, beach entertainment and courtyard Karaoke memorable. Wendy, the server by the Preferred pool who was busy keeping everyone hydrated during the warm days. and especially WILLIAM, the Maitre D’ at the Market Cafe!!!! WILLIAM went above and beyond in every sense. Early in our stay, he became aware of my dietary restrictions and made it a point to personally check in with us throughout the week—even when he wasn’t directly serving us. He remembered us, each time we saw him and he consistently offered thoughtful meal alternatives and ensured I always had suitable options at the buffet, Windows restaurant or during the beach special dinners. On one (1) occasion, he even prepared two (2) tuna steaks when one would have been more than sufficient to show that he takes guests medical restrictions and allergies very seriously. His attentiveness, kindness, and genuine care significantly enhanced our dining experiences. We also appreciated seeing him across different areas of the resort—from the Market Cafe to the beach dinners and other dining venues—which speaks to his dedication. We only wish we had more opportunity to properly thank him, before we had to leave so other guests will be able to experience the attention to detail he so kindly provided. Housekeeping Our room was consistently clean and well maintained; however, housekeeping was occasionally inconsistent, with missing towels or facecloths on certain days. While not a deal breaker, we also only experienced one (1) evening turndown service during our stay. Preferred Guests While we can appreciate the resort’s decision not to use wristbands to distinguish Preferred guests, from other guest or from the Dreams, the sister resort, this approach does create some challenges. Without a clear system in place, it allows non-Preferred guests to access amenities intended for upgraded guests - who have paid for such an experience, including the designated pools, lounge areas, beach chairs, and poolside seating. We understand that towel colour may have previously been used as a way to differentiate access; however, this did not appear to be enforced during our stay. On multiple occasions throughout the week, non-Preferred guests—as well as visitors from the neighboring Dreams resort—were using and, at times, dominating these spaces. As a result, the experience for Preferred guests often felt crowded and did not reflect the added value of the upgrade. Unlimited Membership Experience During our stay, we were invited to attend an Unlimited Membership presentation to explore potentially joining the program. We were told multiple times by Alex and members of the Unlimited team that this would involve a 30–45 minute breakfast followed by a 30–45 minute presentation, with no obligation to join if it the programme wasn’t a good fit. Unfortunately, this was not our experience. The meeting extended well over three (3) hours and involved interactions with approximately eight (8) different representatives, all attempting to upsell various World of Hyatt packages in what felt like a high-pressure sales environment. When we asked for time to review the information and consider the financial commitment privately, we were told this needed to be done within the sales centre rather than in the comfort of our room. Even after being moved to an outdoor patio space, in a last attempt to persuade us to join, the pressure continued, including being asked to commit to a destination choice "free of charge - just to try" without adequate time to research. Ultimately, it took several firm refusals before we were able to conclude the meeting and receive the promised $300 USD in Leisure Cash for attending. While we appreciate the opportunity that was presented, the overall experience felt overly aggressive and detracted from what was otherwise a relaxing vacation. Overall Overall, this resort offers a beautiful setting and truly OUTSTANDING STAFF but improvements in room readiness, general maintenance and enforcement of Preferred Guests experience/amenities would make a significant difference in the overall guest experience. I am confident that if the suggestions provided can be implemented with reasonable effort as has been experienced at other Dream and Secret locations throughout the Mexico and the Caribbean, that future guests will be able have an enhanced stay.

Secrets Aura Cozumel: A High-End Perspective on a Budget-Friendly Stay The Context Coming from a history of frequenting the brand’s top-tier properties—including Moxché, Impressions, Maroma, Playa Blanca, and Akumal—we adjusted our expectations for this stay. However, paying 1/3 of the price of a peak stay at Maroma, we found Secrets Aura to be an incredible value when approached with the right strategy. The "Secret" to a Great Stay While Aura is a more modest property compared to the flagship resorts, a few specific upgrades and choices transformed this from an "okay" resort into a fantastic vacation: * The Room: We upgraded to an Oceanfront Corner Suite. The views were spectacular and provided the high-end feel we are accustomed to. * The Bali Bed Strategy: The "chair game" here is intense, with most lounges claimed before 6:00 AM. We bypassed the stress by renting a Bali Bed for the week, ensuring a dedicated spot without the early morning rush. * Dining Hack: Wait times for dinner can be significant. We found that ordering bottles of wine secured us special tables and menus, effectively skipping the long queues. The Highlights * Water & Beach: This is where the resort truly shines. The water is crystal clear, and the swimming and snorkeling were nothing short of amazing. * Service Stars: The staff truly elevated our experience: * Luis (Sommelier): A true service gem; he coordinated our dining arrangements and wine service perfectly and repeatedly checked in on us throughout the days to ensure we were well taken care of. * Geidi (Concierge): Located in the front lobby, she was constantly checking in on us with a smile, making sure our trip felt extra special. * Cristal (Oceana): Provided wonderful service during our lunches. The Food Being honest, the culinary experience does not reach the heights of a property like Impressions or Moxché. However, if you are discerning, there are definitely good things to be found across the menus. The Verdict If you go in expecting Maroma-level luxury at a fraction of the cost, you’ll be disappointed. But if you upgrade the room, book a Bali bed, and connect with the sommelier, Secrets Aura Cozumel offers a phenomenal beach experience that is well worth the investment.

My husband and I stayed at Secrets Aura in Cozumel to beat the winter in the Northeast. The resort was lovely! Our room was clean, comfy and spacious, and the beach and pools were gorgeous. However - it's the people that made it exceptional! We ate most of our meals at Oceana, and Rosana, Cristel and their team (Ricardo, Omar, Luis, Gabriel, Elizabeth and Yonatan) went our of their way to make us feel welcome and serve the delicious food. I'm a bit of a pain - I'm always making special requests - and every morning Cristel would say, "Can I get you decaf with warm milk? And your favorite enchiladas with no onions and extra sauce?". The last day was my husband's birthday, and Rosana arranged for him to have a "pancake" birthday cake with a huge sparkler. It was a hoot and he felt so special! I also have to shout out the entertainment team. We loved playing the poolside games - name that tune, the movie game and bingo. Artemio, Wendy and Luz kept us laughing and engaged. We hope to come back!

We gave Secrets Aura Cozumel 5* due to the amazing service and attention we received from the employees in every aspect of the hotel. My husband and I were there March 1-15, as a milestone celebration of 54 years of marriage and surviving an extremely difficult year of illness and surgery. We like small, adults only resorts and were able to find this one last minute through the aid of our travel agent. We said go ahead and book it , because it was a Secrets, and we had visited Secrets in other parts of Mexico previously. We read reviews after she secured the booking and found them varied and not necessarily good. We just wanted to get away from cold and snow, so we went ahead with our choice, and turns out we were pleasantly surprised. Yes, the majority of rooms are dated and some have a few issues, but we understand that all of Secrets will be renovated soon to match The Dreams brand. We spent most of our time by the beach and the ocean facing pool by Oceana,as my husband has mobility issues and is able to walk only short distances. We found the washrooms not easily accessible to the pool, and there were stairs involved, so had to plan visits carefully, but hopefully that will be addressed with the renovations. We were given an older room, but comfortable, large , ocean facing and fully functional,ie everything worked well, no issues❗️By the end of the day after being out and about and finished dinner, we were able to get concierge assistance to wheelchair my husband to our room. We commend all the concierge staff for their help, especially Ricardo. We took all breakfasts and lunches at the Oceana, and all the staff there turned out to be family by the time we left. Special shout out to Rosanna, Cristal, Elizabeth 💕,and Luis. We weren’t able to participate in all the pool activities, but the E-Team never let us be left out. We enjoyed their attention and smiles every day. Special kudos to our man, Irving aka Bruno, and the girls with the smiles, Wendy and Luz. The food was excellent at Oceana, we enjoyed the Gohan for dinners. Tried the buffet, nothing to write home about. There are others, could be more variety on the menus. We definitely would return again.

Food is bad, and the room is dirty. All the facilities are lack of maintaince.