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“Simply The Best!!”

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Secrets The Vine Cancun
Ranked #3 of 182 Hotels in Cancun
Certificate of Excellence
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“Simply The Best!!”
5 of 5 bubbles Reviewed 24 August 2014 via mobile

My Wife and I have just returned from the most amazing two weeks Honeymoon spent at Secrets The Vine.
From the moment we arrived, everything about this hotel was perfect.
Checking in was smooth and flawless, from the glass of sparkling wine to welcome us "home" to the movement of our baggage.
Our room was lovely, spotlessly clean, and had been finished to the highest standards. The bed was huge and really comfortable too! We had a lovely view of the main pool, and the lagoon.
The food is exceptional. Gourmet dining every evening. In our two weeks, I can honestly say, we did not have one bad meal. Our favourite place to eat was Bluewater Grill, but all the restaurants were lovely, even the buffet at breakfast and lunch. We were also treated to a tour of the ground floor kitchens, which was a real eye opener, as to the amount of work that goes on behind the scenes.
Top quality alcoholic drinks were constantly available, which can never be a bad thing!
The Hotel's entertainment was great. The guys in the Entertainment Team worked tirelessly all day, to make sure there's always something going on. Fredo, Alejandro and Sunday Funday must run on Duracell Batteries!
Evening entertainment was great too. My Wife's Karaoke performances had the whole hotel knowing us by name!!
Although this hotel's food, drink and entertainment are all brilliant, it's biggest asset are it's staff. Every single interaction we had with a member of staff was met with a friendly, kind attitude, and nothing was too much trouble.
Our favourite members of staff were Fredo from the Entertainment Team, Diego from Sugar Reef bar with his "nutritious" cocktail specials, and especially Jesus, the best Waiter in the World, who worked in Red Vine Piano Bar. He honestly didn't tell me to say that! ;)
We expected Secrets The Vine to be great, but it honestly exceeded all our expectations, and I cannot recommend it highly enough.
We'll be back!!


Stayed August 2014, travelled as a couple
Helpful?
4 Thank Craig_186
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (2,470)
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English first
Natchitoches, Louisiana, United States
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 24 August 2014

We booked our trip to Secrets The Vine Cancun as a late Honeymoon and couldn't have been more pleased. The resort is incredible, the food was amazing, and the service was above and beyond anything we could have hoped for on our honeymoon. We have every intention of going back again next year and bringing friends and family with us for an even more incredible vacation. We cannot recommend this resort enough, everyone we have seen or spoken to since returning we have told to Immediately start trying to get a trip to Secrets on their calendar. My husband has told more than one person that he would gladly pay twice what we actually did to return again. The Preferred Club Level of service was unparalleled. The staff was so polite and helpful for us since this was our first all inclusive trip and any questions we had were answered immediately. We did a morning at the spa and would have gone on our first day had we known what an incredible experience it was going to be.

  • Stayed August 2014, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank asanders005
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Deerfield Beach, Florida
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 24 August 2014

Took my husband to Secrets for his 50th Birthday Celebration! It was a Royal Celebration indeed. Prior to the trip I was in contact with Musme, the best Concierge ever. She made sure that every request I made was met with enthusiasm and excitement...and boy did she deliver. From the moment we arrived at Secrets, I knew that I would be returning. We chose to upgrade to the Preferred room and it was a very good decision for us. I can't imagine what we would have missed not meeting our Butler, Sandra. She went above and beyond to ensure we wanted for nothing. And if you want an extra special dining experience, please see Manuel at Nebbiolo Ristorante. Manuel worked with the Chef to create a birthday dinner that my husband and our friends who joined us will never forget. We are already making plans to go back next year!
While I had a wonderful experience at Secrets, I must agree with other reviewers about the noise that can be heard from the hallways (Just bring a pair of earplugs. I never leave home without them). Also, I strongly suggest that you clarify exactly where your room will be as their definition of an ocean view room can be quite a stretch. When dining, please be aware that the steak quality is just fair. For these reasons, I could not give a rating of 5-stars for the resort. But, I would give 10-stars for the staff!

Room Tip: There is more to see if you choose a room facing the Hard Rock next door.
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  • Stayed July 2014, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
1 Thank ChefAngieD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cabo San Lucas, Mexico
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 24 August 2014

This is a great hotel in every department, quality of food, friendly service, clean premises, nice beach, etc. I would like to acknowledge Cesar, a waiter from the Market Café Restaurant. The Vine Bazaar Café is a great spot to pick up a latte or whatever coffee you want and a snack.

  • Stayed August 2014, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank joseescalante66
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Farnham
Level Contributor
185 reviews
59 hotel reviews
common_n_hotel_reviews_1bd8 97 helpful votes
3 of 5 bubbles Reviewed 24 August 2014 via mobile

We have now been here for the past five days.

The hotel is wonderful as are the facilities but the staff, some good, some bad and some appalling.

After getting fed up about certain aspects of my stay and a theft from my bedroom I went to the preferred lobby on 21st floor to report it and no body did anything but laugh.

On going for dinner that night on Friday (day 4 of our stay) I requested that I want to see a manager and guess what, it's now Sunday and I am still waiting.

I bet they did not want to report it to their superiors.

Another couple of days later the bottle opener goes missing from our room , no major deal yet it takes two phone calls and one hour to get a replacement.

Little things are so hit and miss, we requested extra pillows, that took three days.

Maintenance issues took three days and several requests before anything got done.

Is there not a floor housekeeper checking the bedrooms.

Food is good in Nebbiolo, Olio, Market Cafe, it is average to good in Bluewater Grill and appalling in Dragons Dining.

Pools are good especially the private pool for preferred guests with its own restaurant for lunch .

The facilities are certainly five star no doubt about that.

Staff you can rate from one to five.

Maybe us Brits have a bad name for tipping so that is a reason for mixed service, however when we have received good service we have tipped well.

I also via their Facebook page requested to see a manager and that never got followed up on either.

Overall then neither good nor bad but a mixed bunch


We were encouraged by Monica from VIP services to undertake a 90 minute marketing tour which had many benefits this was subsequently withdrawn due to my occupation and obviously the benefits amounting to $200 being withdrawn.




Stayed August 2014, travelled as a couple
Helpful?
3 Thank Adriano S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
new york
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
5 of 5 bubbles Reviewed 24 August 2014

Stayed 4 night 5 days with my sister and brother in law. First off I would like to say this is by far our favorite resort. We have stayed at 2 other secrets. Secrets Silversand and Secrets Wild Orchard/St James Jamaica. That being said this one was just amazing. Just a quick drive to the Hotel and they were waiting with Champagne and warm towels. These people could not bend over backwards enough to make you happy. Always with the comment "My pleasure". We did check in and upgreade to the preferred, although we didnt utilize it as much as we should I highly recommend it. We had our own butler Leon and he was by far amazing! We asked for champagne in our room and he was able to give it to us chilled and waiting. We stayed on the 24th floor room 2419 2421. these rooms were absolutely beautiful. My sister and I are very picky eaters and never had a problem finding something. The preferred resturant with private pool was beautiful and we had lunch there quite often. Juan was the man!! Ceasar salad awesome. Italian resturant was my favorite. Water and beach just amazing and always someone to get you a drink. Itzel by the pool was fantastic and just a wonderful young girl...SundayFunday was an amazing with all the activities. The only thing I would say needs improvement is the entertainment, although we only saw one show and the guy was amazing, they should have built the place with a bigger and better area for that! We still loved it all the same an actually did the newley wed game and one a free trip. We are married 23 years and tied with a newley wed couple. All in all I cannot say anything bad about our wonderful stay at the Vine. LOVE LOVE LOVE and will certainly go back <3 ENJOY

Room Tip: If you can get upgraded to preferred do it We were able to get a discount for secret return guests...
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  • Stayed August 2014, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank darigirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kirby Bedon, United Kingdom
Level Contributor
21 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
5 of 5 bubbles Reviewed 24 August 2014

Flew BA biz class from Gatwick to Cancun on the 26th July for 11 nights, arrived refreshed, BA and biz class were good. Did have a three hour delay leaving Gatwick but BA lounge is nice to chill out in lots of food and drink etc. available .
Stayed at Sofitel night before - separate review for that but was nice although wouldn't recommend a club room.

If your a smoker, once your past immigration at Gatwick there are no smoking zones anymore.

On arrival in Cancun Amstar collected us , very swift transfer from arrivals to hotel, slight wait in line at immigration- no fast track for biz class passengers ,at the airport i didn't exp a problem at all., certainly had no experience of touts at the entrance or if there were any they didn't bother us.

Transfer was spotless , driver excellent , vehicle top notch audi/merc seven seater.

On arrival at the hotel, porters immediately in attendance to take luggage, welcome glass of fizz on arrival.

Check in at reception - very swift , no pre authority required which was good, but did have to sign a cleaning waiver if smoked in the rooms for 200 dollars,

Had requested preferred room and prepared to pay for the upgrade had sent sent several emails pre arrival as celebrating both birthday and wedding anniversary, but nothing available on arrival , didn't bother to recheck after settling in as was happy with what we had and probably would have been a complete waste of extra money from comments we heard.

Was on 18th floor, room was opposite from elevator, Our .room was spotless, large , great wardrobe and drawer space(loads of it) , huge plasma tv on the wall ( American/Spanish channels and a playboy channel which raised our eyebrows lol) , massive shower (biggest ive ever been in) concealed toilet /loo area, his and her vanity sinks, fantastic large balcony with great comfy white wicker seats with loads of padding and a wicker table.

Bathroom issues is not a problems as both shower and loo area are frosted glass so you cant see the person you are with, doing there business , lighting system also has a extractor system for any nasty smells in the loo area..

Lighting system you do get used to.

New modern hotels seem to be following this design of building the bathroom facilities into the room , it works well here at STV. But the room is huge so space is used well, we were in the cheapest category as well.

Large enough safe, ironing board and iron if needed, decent hangers that are easy to remove, not those that you cant pinch standard room had good size shower gels, shampoo , conditioner , body lotion , vanity packs etc., You can see on the cleaning carts they do split the recycle stuff up , i think the bathroom bottles are refilled as near the end of our stay, some didn't seem as full as others and lids were not as tight . makes sense I suppose .

The bed was massive and so comfy , the linen was gorgeous, I can honestly say best bed I've ever slept in in my life, many others also said the same, you just melted into the pillows/mattress.

Cleaning of room in the daytime was excellent , had bed linen changed each day

Turn down service - superb, really good clean down and they do provide complete set of fresh towels of what you have used , most hotels on turn down simply hang towels used in the pm and replace in the am , cleaner took a good 45 minutes a day cleaning as one day I arrived back to room as she was entering I left a note each day of what id needed extra and I was never let down.
We did tip each day and night. around 20 pesco and somedays 50 pesco's

Coffee maker in room, with filter bags normal and de caff coffee with sugar packaged milk etc , no kettle nothing for the tea drinkers so BRITS take your own tea bags. You could use the coffee maker for hot water.

Mini Bar ok , soft drinks, beers, no spirits or wine. Tons of bottled water left daily which was great.

Had room service on first night which was burgers , they were ok , not as good as in America but fine.
Had room service on my birthday from breakfast it was lovely and the presentation outstanding, banner left on door saying happy birthday.
Occasionally ordered pizza or chicken wings to the room and every night whilst I was getting ready for dinner two glasses of merlot

Going back to comments I had read regarding the balcony's yes you can see into the other balcony's but it was never a problem and we never felt our privacy was limited. Three is a a lot of space to move around the furniture so your not looking into the next balcony and it is not that open anyway .

We had views over the hard rock, hard rock is quite a ugly hotel IMO , it never got to hot on this side so was pleasant to sit on the balcony at anytime of the day or night.

Never saw any entertainment at hard rock either , did hear a couple of things early on our first night and mid stay but nothing that was in way bothersome ,

You can smoke on the balcony's i smoke so was happy. but if your a non smoker it could bother you if smoke filtered your way.

The view of the sea and bay was to die for, I've never seen such blue sea in my life.

Noise in hallways . only heard it around 3am on our first night, if you had rowdy neighbours it could be a issue.

Public areas are stunning at this hotel , massive expense has been spent, all different textures , I would be really surprised to see any other hotel in cancun with such amazing décor, the lobby areas near to the market cafe are completely world class in look and comfort.

Concierge very helpful.

Coffee shop- highly popular, great sandwiches and cakes and all manor of great coffee's and coffee liquors and coffee cocktails. Opens 7-10pm

Market café, amazing food for break fast , only thing is they cant cook scrambled eggs, they were very odd looking , but what was on offer was a huge array of all dishes , American, Mexican, Continental, European even sushi , pancakes waffles , French toast fresh stuff cooked to order i had eggs benedict a few times, boiled eggs needed to be requested, thought some could have been done and left out. There was Heinz red sauce but no HP brown sauce for us brits, also tea was earl grey or twinning, if you like Yorkshire or Tetley's for your morning brew take some with you, im a coffee drinker so it didn't bother me.

Orange juice was so fresh- best ive ever tasted even better than in Florida ., and there were tons of all other juices id never seen before even the green detox juice was nice.

Every bread and cake you can imagine.

Champagne, bloody Marys , mimosa(bucks fizz) etc. available also at bfast along with crepes etc.

Market café is stunning in décor, can get busy and some mornings there was on average a five minute wait to be seated, at the start of our trip there was a conference in , they were very well behaved and service was faster then prob as they were solo guests , as time went on and more couples and groups came in, you tended to see more people coming down for bfast around 10am so it got busy and the kitchen would refuse to make some dishes such as boiled eggs or egg benedict to order.

A buffet is also available for bfast near to the fish restaurant by the pool but more limited.

Lunch also at the market café is excellent, buffet , of everything you can imagine also burgers, steak, fish etc. cooked to order, we like to come up for lunch and take some time out of the heat.

The Shop next to market café is nice, but there is a shop out of the front door across the road, cigarettes are 50 pesco , hotel they are 9 dollars and suntan lotion is a third of the cost of hotel , the shop is also a chemist so lots in there . chemist lady was very good as hubbie got sunburn
the biggest seller in the chemist was Viagra lol , the chemist services STV, Hard rock and ritz carlton , makes you smile what goes on , chemist also sold, hats , make up , bathroom products snacks etc really good little shop, next door is a café come self service laundrette..

From hotel door to shop not even one minute,

Security at the hotel is immense even leaving the hotel to go to the shop they asked your room number , very careful who they let up the driveway and beach was ultra safe as well as security very visible, around hotel it is very upmarket, maybe all the drug barons live near by lol


Public Areas - Tons of public areas to chill out in and and all stunning.

Pools are great , we preferred the pool around the fish restaurant as it was cooler, Blanca was amazing and looked after us massively on our trip esp on my birthday so thanks to Blanca , we made friends and blanca served us with Mr and Mrs Jillbere , and the other Europeans very well, she is a true star/asset for this hotel.

Alexandra in the entertainment crew works his socks off as well and is a asset to this hotel

The only negative id say about this pool , towards the end of the 11 days it looked a bit grubby. so we moved to the other one.


There is a newsletter each day but we didn't have our anniversary or birthday mentioned it, many didn't so don't be disappointed if your not mentioned, i had heard the perks come if you tell them directly or link into Facebook and they have good social media team that tend to organise the free upgrades etc, most at this hotel are celebrating something so impossible to meet every
request. whilst I had a banner that was directly from my husband ordering be a flower presentation and nothing else was done or mentioned even though the room showed cards etc.

Beach is stunning , watch those waves. lol - I didnt lose mine but many lost there sunglasses, the sea got calmer though as the week progressed

The preferred pool was visible from our room , looked very average and was advised it got very hot as no breeze.
Pools had floats etc, people mixing and having fun and drinking in pools, smoking is not allowed but no one takes any notice.

Food-

All great , I liked the fillet steak in the Italian the best , although the steak house was good.
portions are small but just order extra , steak house was prob best service and they did me always the skewer scallop with the fillet.

Each restaurant ask do you have a nut allergy and gives you a note to hand to your server if you do.- see my bad bits.

Entertainment - enjoyed the casino night but mainly chilled with new friends over dinner or in the bars, this is a ultra friendly hotel, average age group is between 30 -60 , be prepared to go and have fun. There is stuff going on all day, the staff are never intrusive and it is up to you, check out the professional Mexican dancers that come in around the pool on a Monday, evening entertainment was fine

just to mention there are all shapes and sizes around the pool and never saw anyone posing etc.

Wine was good - brand is Anartes from Chile , red, white and rose, didnt have much of a upsell, did note some tables only for those prepared to pay for the extra but hardly ever in use . Upsell for these tables is 550 dollars complete rip off.

Very popular honeymoon destination.

Did see a wedding on the beach - it was lovely only let down my music being played by sandos resort , i would have been annoyed at that as it was prob captured on the recording

Return transfer with amstar really good , airport is nice but pricey and very American

Didn't do much else as enjoyed the hotel so much, from what I saw cancun is pretty upmarket , never r4eally done all inclusive before but it was good , and at parts excellent , cocktails are endless lol

THE BAD BITS

We loved the food in dragons but service was SHOCKING, Our friend had a nut allergy and they kept presenting her food cooked in nut oil, we became quite vocal and complained to the restaurant manager and hotel but nothing done only im sorry she had a swollen and ulcerated tongue , it took 5 conversations for the server to understand and he kept coming back and grabbing her food after completely assuring her it was ok. They also changed the menu mid stay and the servers didn't understand what was on offer.

This is completely unacceptable and this restaurant needs tackling . its a shame as the food is excellent but they are gonna kill someone at this rate.

Agent at the hotel near the pool, misold us a trip for white whale swimming , terrible exp, formally complained and asked for some good will payment as we had paid near on 400 dollars, excuse every day to the point his boss had left the country, imo only after his commission very sexist as well kept referring to all my questions pre booking the trip- please discuss with your husband , im completely capable of making my own mind up, on check out we did the survey and commented on our trip from hell , he came up whilst we were waiting for our transfer , completely ignored me and spoke with my husband yet I was the person he had had all the contact with.


Would return in a heart beet, I could have given it a zero rating over the incident in dragons but that would have unfair, however dragons needs to take some action as nearly every review is commenting on service.


Thanks for reading and enjoy if you are going ,

Room Tip: don't bother with preferred
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  • Stayed July 2014, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Helpful?
9 Thank lucywoozyw
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Secrets The Vine Cancun

Property: Secrets The Vine Cancun
Address: Blvd. Kukulcan Km. 14.5 | Retorno del Rey, Lot 38 + 38-b, Zona Hotelera, Cancun 77500, Mexico (Formerly Secrets The Vine Cancun Resort & Spa)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #3 of 182 Hotels in Cancun
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — Secrets The Vine Cancun 5*
Number of rooms: 497
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 
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