Secrets Aura Cozumel

Booked through expedia, instead of flying to Cozumel it took us to Cancun. We tried to get help with ground and ferry travel by expedia and the hotel and was told they couldn't help us. If you do end up in Cancun, take the ADO bus to playa del Carmen(17 USD) and the Ultramar(21 USD) or Xcaret Ferry(18USD). Taxi(15-20USD) from the ferry to the resort. Total travel time is 2-3 hours. Secrets Resort... we paid for an upgraded room with oceanview. Upon checking in they had some sort of issues and moved us to dreams a 4 start sister resort. The room had no ocean view and was told our room would be available in the morning, not true. They told us it would take another 2 days before we could get a room, we told them we were lied to by front desk and were able to get our room the next day. Our room at dreams had a terrible view, and was not clean. Our room at Secrets had a fantastic view with no working sink and the electrical outlets not working. It took 5 visits to the front desk to get it fixed. There was a loud AC generator on the roof above us that sounded off center and made noise the entire stay. We wait 2-3 hours for a seat at Bordeaux and the Pizza place. The food was alright but never 5 star. The taqueria in Dreams is where we are most of the time at night. The buffet was terrible, I basically lived off of French toast, eggs, and fruit . Dried overcooked sausage, watery rice, bland fajita beef and vegetables. Was served raw chicken and was sick for the remainder of the trip. Still recovering from it, and had to give a stool sample to a lab to figure out why I cant have a solid movement. Majority of the staff are pretty nice, the guy making eggs made some pretty face to face comments about me getting my order right. The hotel in-between dreams and secrets is under renovation, alot of construction noise. Secrets itself has taken a beating on the 4th floor from weather. Our room itself was nice, and made the best out of the experience as I proposed to my now fiance on our baby moon.

We love this resort. The location and staff make it amazing and it’s a place we’ll always come back to. We stay in the beachfront rooms and they are some of the best anywhere. The staff is amazing and the resort is kept clean. Just a great spot

We have been to this resort/sister property three times and to Cozumel 7 times as we love the scuba diving here. The property was not at all what we experienced in our last stays. It is now owned by Hyatt and they had constant construction going on. Our building, which looks like it hasn't been touched in years, had a water pipe burst, flooding several rooms. The water was coming out of our faucets Brown intermittently! The room smelled like mold and even though the AC was cool it had no humidity control so everything in the room was damp, the bedding and even clothing we had in the closets that hadn't been worn were damp. Construction vehicles and workers could be heard from 1am to 3am so we didn't get alot of sleep before our morning dives. By day 4 of 7 three out of four of us were extremely sick (Montezuma's Revenge) we believe due to unsanitary water conditions. It was so bad we had to forfeit four of ten scuba dives which they would not reimburse. They also took away alot of the watersports activities and the business center. Half the Restaurants were closed on a random rotating basis so all the guests would be funnelled to only 3 choices which lead to long wait times if you could get in at all. Very disappointed with this trip and would recommend finding a different resort or if you go make sure you get into one of their newly updated rooms or just wait a year or two until they are done construction

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.