Secrets the Vine is by far the best resort we, my wife and I, have stayed at. We’ve been to the Riviera coast of Mexico seven or eight times. We’ve stayed in resorts in Playa del Carmen and Cancun in the Hotel Zone. We’ve stayed in expensive, well-thought-of resorts and we’ve gotten away for the cheap, long weekend. But none of those resorts compare to Secrets the Vine as far as the style, the customer service, the cleanliness, the food quality, everything.
FACILITIES–Unbelievable. We were greeted at the door by the head concierge, Zuleica Avila. She walked us up a red carpet into the entry, where we could see the reception desk, the piano bar, The Vine Lounge. The lobby is enclosed and air conditioned. Zuleica and Rod Ghar gave us a tour of the grounds. There are several infinity pools. The beach is nice. There are bars near all the pools and a sit-down restaurant nearby. They, Zuleica and Rod, then walked us up to the room. We were checked-in, in the room. Spend the extra on the preferred. There’s a butler on the floor. He had already put our bag in our room, offered to unpack it. The room was spacious—huge. The shower had a rainfall shower head and traditional shower head. A stocked mini-bar and bottle of Champagne were there as well. The floors appear to be white wood floors but it must be a kind of tile because it’s in the shower as well. The shower is etched glass that sits away from the balcony, so you can see the ocean from your shower but nobody can see in. The bed is firm and comfortable. The gym is spacious with some dumbbells, some barbells, treadmills, cycles, modern Nautilus machines. The spa is nice and clean. We had a couples’ massage. The therapists gave very good massages. Then we were escorted to the relaxation room. Take your bathing suits because from there you have access to sauna, steam room, hot tub, ice bath—more than my wife and I could take in after 90 minutes of being massaged. The hotel is remarkable!
CUSTOMER SERVICE—I was skeptical that the reason everyone just fell over themselves to help us was because we were there the first week the resort opened—first day. Apparently not. Many of the other guests we met had been to other Secrets resorts before and they confirmed that at any Secrets the wait staff remember your name, serve you at the pool or beach, remember what you ordered and the way you liked it made. No joke, you go to sit in your pool chair and reach over to open the umbrella, out of nowhere, there’s a staff member there to open it for you and position it exactly where you want it. That’s quickly followed with, “Mr. ___, can I get you another bottle of water or perhaps a margarita?” I guess the beach furniture hadn’t arrived yet, so when my wife and I decided to move a pool chair to the beach, before I got halfway down the stairs, here came a staff member with another chair and an umbrella. Another example of how eager the staff is to help you, my wife and I were sitting inside the restaurant beside one of the pools. A manager at the restaurant suddenly hurried out the door and across the patio. The urgency was someone at the pool who was beginning to open her own umbrella.
I want to specifically thank Zuleica Avila. Were it not for her willingness to communicate with me prior to the trip, my wife and I would have probably ended up somewhere else. I’m sure it was out of an abundance of caution because we were to arrive opening day, Apple wanted to move us to a different resort. We argued with Apple and talked with Zuleica. I’m not sure what happened after that but Apple called us and said we were good for Secrets the Vine.
Rod Ghar was, to the best of my understanding, in charge of opening the hotel and had been overseeing construction from the beginning. He met us at the door, recognized my wife from facebook, gave us a tour with Zuleica, showed us to our room because he wanted to see our faces when we walked in.
Hugo is the sommelier and Eric is the assistant sommelier. They host a great wine tasting. In addition to scheduled wine tastings, there are tequila tastings. Since we were going to have to leave before the tequila tasting, Eric gave us a private tequila tasting. That was arranged with the help of the entertainment staff, Luis Bana and Sandy Reyes.
Also present and always making sure the guests were taken care of and only bored if they wanted to be were Luis Miguel and Jose Juan (“Winnie the Pooh”). Other staff members who worked hard to make sure we had a great time were Nicolas, who happened to be our waiter two evenings, Blanca, who spent a day taking care of us at the pool, Jesus, who took care of us at breakfast (who knew it was actually a buffet), Daniel, the butler for our floor, Sandra, who checked us in to the hotel in our room and checked us out at the end of our stay, Antonio the head sue chef who was kind enough to give us a tour of some of the kitchens as well as taught a cooking class. I can’t say enough about the staff and their hospitality.
MISCELLANEOUS—You don’t have to make reservations at the restaurants. The only things that don’t seem to be included in the all-inclusive are things like private dinners on the beach, the spa, very high-end bottles of wine. There is also a photography company which will take your photos at various places around the resort, Itzel did an incredible job with our pictures, the resort handed out coupons for free sitting fees and the pictures were quit inexpensive. The place is covered in wifi—the pools, the room, the lobby. And the resort has its own app, which you can make free calls to home and will even keep track of how many miles you’ve logged on the treadmill.
Go to Secrets the Vine. If you can’t, then go to some other Secrets resort. We are sold on it and will be going back as soon as possible.
- Official Description (provided by the hotel):
- Escape to the heart of Cancun at Secrets The Vine Cancun. This adults-only, ultra-chic, contemporary resort offers all the indulgences of Unlimited-Luxury(R), starting with 497 modern, elegant guest rooms and suites, 24-hour room service and pool and beach wait service. The 497 graciously appointed guest rooms and suites comes complete with Italian porcelain and teak wood furnishings and sleek, private terraces overlooking the crystal-clear Caribbean Sea and Laguna Nichupte. All guest rooms and suites are equipped with luxurious amenities including 24-hour room and concierge services,daily refreshed mini-bar, smart TVs and much more. Plus, stay connected with Unlimited Connectivity -offering free WiFi and free calling to the U.S. and Canada and more. The experience continues with limitless access to six gourmet restaurants and top-shelf spirits served at the six modern bars and lounges throughout the resort plus 24-hour dining options allow guests to devour late night bites at The Vine Café or stay in and order room service. Sommelier-led wine tastings with some of the world's finest wine collections with wine pairings and wine education are available for all guests to partake in. The Vine Bazaar, a contemporary and unique centralized venue adorned cozy café, relaxing terrace and more indulgent gourmet fare and beverages. All topped off by an array of exciting live entertainment and the added option to visit nearby participating resorts for a night out with the Sip, Savor & See Dining Experience. Relax by one of three sparkling swimming pools, partake in many of the daily activities that are offered, or enjoy a spa treatment at the exquisite Secrets Spa by Pevonia(R), boldly inspired by cave-like structures and natural cenotes of the area. Hit the links with complimentary greens fees at a nearby championship course, or partake in Sommelier-led wine tastings. Whether you're doing it all or doing nothing at all Secrets The Vine Cancun is the ultra-chic destination to indulge in pure luxury. Secrets The Vine Cancun - Sparkling. Elegant. Bold. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Travel Republic (UK), Booking.com, Southall Travel, Holiday Gems, Hotels.com, Travelbag and TravelUp so you can book your Secrets The Vine Cancun reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.