Secrets Aura Cozumel

The staff were all friendly and amazing however I paid for preferred which is supposed to get you into the Dreams restaurants and the preferred club pool as well as the nice padded chairs in front of that beautiful ocean. It means nothing and is a total scam. There was nothing separated at all. No wrist bands or any way to know who paid extra money for the “preferred club” perks. I’ve been to other resorts and you get a wrist band and if you didn’t pay you didn’t get the extra stuff. Very unorganized. I also paid for a Jr suite with 2 beds that was supposed to be in the preferred club pool area I believe in a walk out and I wasn’t in a completely different building. My room wasn’t available at check in and I was told I was upgraded to an ocean view with 1 king bed. Our second day we got up at around 8, got ready for breakfast and went to Oceana. We had an amazing breakfast then headed up to the room to get dressed for the pool and some sun. Not 1 chair available by any of the pools. I was there with my daughter so the bed issue was not a big deal till I realized I had to wake up at 6 am every day on my vacation I paid 5000$ for just to get a chair to sit in if I was where I was supposed to be I’d have had a chair on my patio area. Our room was extremely outdated which i also wouldn’t have cared about but it reeked like sewage and I couldn’t use my patio for 2 days because there was a swarm of bees that they had to remove. Our housekeeper was Guatalupe and she was always smiling and happy to see us. She kept our room prestine and kept us stocked with Fresca and M&ms. The Bordeaux was excellent, If it was open. It was closed for private events twice while we were there and we had to wait in the rain for an hour outside of Gohan because it’s so small and 2 or 3 restaurants were closed and I wasn’t going back to Windows. The food made up for it. Oceana was my favorite place for breakfast and lunch. The food and view were amazing. Rosana was always smiling and remembered our names. Our favorite waiter was Gabriel and we had an awesome waitress for lunch I think her name was Elizabeth. We had Hibatchi and the Chef was awesome and so was the food. Gohan was excellent as well. My least favorite was Windows. Our meal was probably one of the worst I’ve ever had. We were STARVING after traveling all day when we arrived and the appetizer was a slice of potato with 1 squid tentacle the size of my pinky on top, a tiny piece of stale bread with some fried peppers on top and a tiny tuna sandwich. The main course was some kind of white fish with a piece of salmon on it and It was cold completely covered in gravy and had 1 piece of raw asparagus with it. Neither one of us ate our meal that night. So… it’s beautiful and had many good qualities just be prepared. Also it’d be cheaper to check a bag and bring your own sunscreen. I bought 2 at the gift shop and they were 35&45$ US for 8 ounces. Also bring your own towel & get towel clips. People won’t remove your personal items from the chairs so leave your shoes, sunscreen, if you want an umbrella and side table flip the table on your chair hang your beach bag on the umbrella… they’ll take the entire umbrella. You’re welcome.

Nice small resort! Make sure you visit Victor the Oceanee manager and you will feel pampered. He knows how to treat people that want to feel special. Also Vicky on the beach is a great server.

I would have to say this resort is not Member focused. It is lacking enough workers. The dreams next door blows the secrets away. Its a shame bc the secrets is the resort we want to be at. If its not for the UVC Representative we would not have had a good stay. The fight for the beach chairs at 5am for the preferred section is absolutely nuts. No one to monitor that issue. I watched the chair section from 5am till 1030 am not be occupied by people who saved them. I saw a couple take 4 chairs. 2 to have in the sun and 2 to have under a shade. No one from the resort addressed this issue at all. Its not my place to say something but I'm 100% positive this went on daily.

We have just arrived home from a 2 1/2 week stay at Secrets Aura. We will start with the room. The room temperature was comfortable for the whole stay. It was clean, big and nicely furnished. Our housekeepers were on top of it! We were furnished with fresh towels and bed made everyday. The fridge was stocked on a daily basis also. We feel the restaurants were better than average. Some limitations on when they might be opened but overall good food choices since we were able to use Dreams for dinner accommodations. The buffets were better with choices than some of the sit down restaurants. Don't discard the buffet when it's available especially when it is held by the beach. The pool areas and entertainment (music choices and staff) were better than average also. When staff entertain at the pools or play volleyball at the beach don't hesitate to join in. They make it fun and interactive! While the chairs situation could stand to be improved. The chairs in all areas are very lacking. A quick solution would be to have a staff member make rounds in each area and when noticed that chairs are not being used while towels are placed on them, the towels should be removed. A lot of people don't clean up their own towels (shame on them). We have been to a UVC resort where a staff member took towels and small items to a certain area at the bar around the pool. Then the member who was gone 1 hour or longer could collect their items. We feel it isn't fair to keep other guests to have to search and search for empty chairs. Simple solutions would stop the "chair game" of "saving" chairs in any area. Now on to the outstanding people who helped our stay at Secrets Aura so nice. The mentions are in no particular order, we found these individual were great at their jobs.....Gaudencio, bartender, the BEST! He was friendly and knew what we wanted before we even got our turn at the bar. The attendees at the pool area were Wendy and Miguel. Lobby, we were accommodated by Sergio and Athuro, Information from them were helpful. At breakfast, Market Cafe, the sweetest staff included Kenia, Mario, Ricardo, Gastov, Moises and Rene! Lastly, the entertainments amazing team Irving, Wendy, Luz and Temo!!!

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.