Secrets Aura Cozumel

This was a solo dive trip. The scuba diving was great and the on-site Dive House was very accommodating. The resort is located right on the beach and everything was convenient. There were some challenges with food service--finding out where to eat, when to eat was somewhat difficult at times. Staff kept saying, "Consult the app" but the app was inaccurate. For instance for lunch it only showed one option, and that option said, "Lunch for preferred guests only'. When i went to the front desk they just shrugged. Then it happened that the food services manager was walking by and they told me to talk to him. He informed me that I was able to eat at restaurants at Dreams at well as Secrets, and that the restaurant showing "Preferred guests only" was open for all guests. Later that day, I saw that the listing in the App had changed--so he responded to the feedback. Housekeeping and mini-bar replacement was hit and miss. I did not get turn-down services on several days. My mini-bar went 3 days without being restocked with Fanta and Sprite, even though I specifically asked two different people and was told by both it'd be done "shortly". Despite these service issues, the property itself is nice, though aging a bit. My room was clean and comfortable. The breakfast buffet each morning was fine, with made-to-order eggs and a variety of pastries, cereals, breads, fruits, and some local foods as well. Since my focus was on scuba diving I didn't really utilize the pool/bar areas so I can't speak to them. They looked nice when I walked by and people seemed to be enjoying them. I appreciated that the night time activities that took place on the beach ended at 9:00 p.m. as I was able to hear them from my room. Everything was quiet from 9:00 p.m. on which made for a peaceful sleep at night. For the price I paid, this was a relatively inexpensive trip since it included 7 nights of accommodations, all meals, drinks (including alcohol--although I'm not a heavy drinker) and 5 days of two-tank scuba dives in an all-inclusive package for less than I'd typically pay for just a hotel in a regular place. It is not the most luxurious, but it was quite nice for the price.

The best part of the trip were the workers, everyone of them were exceptional!! Temo, Miguel, Jose, Manuel, and everyone that worked there the week of October 11-18, rate them 110%!!

This was our fifth trip to Secrets Aura Cozumel, we love it there! The resort is cozy and the staff is amazing! Fabulous snorkeling right off the beach, and the water is Caribbean blue and beautiful! We did visit during "rainy" season, but we knew that going in so no worries. Overall an amazing experience. The staff at Market Cafe for the breakfast buffet is very attentive and knowledgeable - THANK YOU to our wonderful hostess Rosana and the wait staff, Caspar, Alberto, Rene and Ricardo!! We had an exceptional dinner at Gohan, and our waiter Alejandro went above and beyond! His attentiveness and service were just AMAZING!! There are areas that need some TLC, but the renovation process will take a while so be patient if you visit! :)

Long review :) Pros: check in was fairly quick (except the "sales pitch) to set up a "tour of facility" - which might not have been a bad idea as the resort is pretty large, but learned our way around without it. Quiet beach, lovely room (preferred superior 4th floor- great view) pools were clean, food was better than I'd expected. Boudreax was great, and Jury (female waitstaff was amazing, though only open 2 nights, but it was off season. Gohan was very good also. Oceana - fish tacos were very good - no inside seating and the mosquitos were the worst I've ever seen anywhere ever! Market cafe had a very good breakfast buffet. Lunch at World cafe (at Dreams - was our favorite lunch place). Drinks were good, but very different from bar to bar on the resort. Tried using the names for drinks listed on their app and staff had no idea what I was talking about. Had one small issue with the faucet flying off the soaking tub, but was fixed the next day . The rain head shower allowed water to run everywhere, so used towels to stop it. The other sprayer was odd and not sure of it's purpose. Showers need a place for women to step a leg up or grab ahold to shave legs :) The staff, not including the liar liar pants on fire (even she was nice though while lying through her teeth) were so kind, everyone said hi and went above and beyond to ensure a wonderful visit. This is a great time to visit - it's slower, quieter, but you chance the weather and fewer restaurants. The weather was perfect! Our original plan was Myrtle Beach, but with a hurricane on the way, decided to go back to Cozumel. We truly enjoyed our anniversary and birthday and would be planning a return trip EXCEPT for THE LIES. I booked this trip on Friday night for a Sunday departure with Expedia, then cancelled it, with intention of rebooking directly with AA and Secrets. Cancelled with Expedia's "bot" so no human. Hotel non refundable, so I called Expedia and they told me same story, but still would not let me rebook using same funds. (this was totally my mistake - no blame lies elsewhere) I rebooked directly with Secrets, thinking I'd handle the issue once there. Expedia said they could only issue the refund, if Secrets approved - and they couldn't reach them, nor could I reach the appropriate person - they all said to allow 72 hours - but I was leaving in less than 48 hours. At the preferred lobby, I ask for a manager on duty and Karina Vasquez (f that's even her real name) came and visited, telling me she would visit with her off site liaison and get back to me. She called me in my room the following day to come visit. She advised me, in front of the desk clerk Martin, that they had agreed to have Expedia give me a full refund of the money paid to them. BUT, she noticed, I had not paid for this reservation (the one directly with hotel) and they couldn't give the ok to refund until I paid that. So like an idiot, I paid. (My reservation showed "pay at hotel" so I assumed since I wasn't charged online, I'd be charged upon arrival, and wasn't then thought maybe they will apply the other funds or charge at checkout.) Once I paid, I never saw or heard from Karina again. The email she said I'd get did not come, when I emailed her, no reply. I emailed her, her liaison, secrets reservations and copied Expedia MANY times. Each time Expedia replied advising to keep them in the loop and they would issue the refund once they got the ok from Secrets. I just wanted to made whole, and the resort not be paid 2 times for 1 vacation. The direct booking was about $500 more than the Expedia one (due to upgrades and no air discount) While I would not have been happy, I would have taken my lumps, if Secrets told me No, no refund or told me a credit for future use only. But no, they lied, they out and out lied. We are semi retired and travel internationally 3- 4 times per year for a week at a time. At least once a year, we bring 2 of our grandchildren, and occasionally another couple comes along. Apparently they do no care that they will miss out on future business from us and that I will tell everyone that ask and leave a review on every place imaginable about the lies. I understand the rules and am not mad about that, only the LIES, LIES, LIES!

Food quality was really awful. This isn’t my first or 2nd time or even 3rd time staying at a secrets. It’s falling apart. Even spoke with 3 other people that said they have been to this resort many times and they won’t be retuning as it’s gone downhill with food and activities. Beach is still nice. But Secrets you are gonna close up shop continuing with this. Lost a 10 year customer with this resort.