We stayed at Secrets Aura for two weeks, beginning November, 13, 2013. We were six people: one couple, two sisters and two seniors ladies, 88 and 92.
The service in this resort is exemplary. At most tropical destinations staff are friendly enough, but here you feel the ready smiles are 100% genuine, and that everyone truly enjoys being of service to guests. I suspect everyone is trained before they are invited to work here--although I couldn't really get anyone to talk about it--based on the consistency of attitude, respect, use of language and friendly professional demeanor, right across the board. The service staff we met could work in a high-end North American retail store and be successful.
The quality and variety of the food was just as good. With three á la carte restaurants, each with extensive menus, there is no shortage of selection. The spectacularly plated presentations are small, and that's perfect when you want to sample a 4- or 5-course meal, which is what we regularly did. Fish and seafood is plentiful, and for the most part, food temperature is very good. The pace is leisurely. Reservations are not necessary, and we easily found seating wherever we went, with only a rare, short wait. (The resort was about 50% occupied while we were there.)
Breakfast offers an extensive buffet of fresh items and extensive fruits, cheeses and breads, with ocean seating at both Windows and Oceana, which are adjacent. We once tried the breakfast buffet at neighbouring sister resort, Sunscape, but didn't go back. We had dinner twice at Portofino, also at Sunscape, which offers nice Italian fare. The red and white house wines at Secrets are very drinkable--unusual in our experience for an all-inclusive resort.
We almost got off to a rocky start, when we were informed upon arrival that the level of rooms we had booked--Junior Suites, but not the swim-ups--did not have two double beds, only kings. This came as a surprise to us, and with our two seniors and two sisters we weren't prepared to accept that, as we would not have chosen this resort had we known. We also needed one of the rooms to be on the ground floor, for our two seniors, who used walkers.
At first we were offered an upgrade, but at a higher rate, which we declined. My partner and I looked at each other silently in dismay; I said whatever they do right now is going to determine what we tell people about this place.
Long story short, they moved our seniors to a second-floor ocean room with two queen beds, which was very close to an elevator. For the sisters, they shuffled some furniture around and delivered a second bed to their room--not some roll-in cot, but a proper full-sized bed, which they assembled. The whole thing was accomplished, without drama on our part or theirs, in less than an hour while we enjoyed a refreshing adult beverage. That was impressive.
As it turned out, this was not a fluke. Without exception, when there was a problem--and there always is--it was dealt with promptly and effectively, and this almost never happens anywhere. For example: a few days after arrival, our air conditioner started dripping and making noises. We reported it and it was fixed before we returned to the room. A few times, internet service went down; I reported it as a self-assigned IP address, and the router was promptly rebooted. The girls had a fridge that didn't work. Not only was it replaced, but there were TWO follow up calls from the front desk to the room to check whether the work had been completed--the first one coming after only 20 minutes. The established standard here seems to be: if something is wrong, deal with it immediately. Don't put it off. People notice these things.
This attention to detail is reflected throughout the resort. When we looked around, there was always something being washed--either beach cushions, or legs of chairs in the Oceana dining room, or the façades under the balconies, or new stain on the pier. The staff, from Sandy and Fernando at the front of house, to maitre d's Rolando and Chewy, to wait staff like Gilberto, Oscar, Marco the singing waiter, and far too many well-deserving chefs, bartenders and others to mention--they all make this a top drawer Cozumel destination.
Secrets is a child-free zone and definitely designed for couples. It offers a variety of romance and wedding services. As a group of 5 women and one man, we were certainly the "oddballs" in that respect, but we never felt odd or out of place. On the contrary, the treatment we received was especially welcoming. We'll be back.
- Official Description (provided by the hotel):
- In a perfect blend of luxury and excitement, Secrets Aura Cozumel is the ultimate adults-only, all-suite resort located on the island of Cozumel. Sitting just 12 miles off the coast of Mexico’s Yucatan Peninsula, Secrets Aura has it all. Bask in a world of Unlimited-Luxury® while staying in one of 266 contemporary, stylish non-smoking suites complete with private terraces or swim-up access, stunning views, 24-hour room service, daily refreshed minibar and more. For added luxury, guests can upgrade to the Preferred Club and enjoy additional amenities and inclusions. The experience continues with limitless gourmet dining at gourmet restaurants plus 24-hour dining options allow guests to devour late night bites at the Coco Cafe or stay in and order room service all without reservations and top-shelf spirits at three bars and lounges throughout the resort. Light up the night with live nightly entertainment and activities. Or enjoy land and water sports, three sparkling pools, live entertainment with pool and beach wait service throughout the day. Dive into the Caribbean at nearby world-renowned dive sites; explore the natural wonders of the second largest coral reef system in the world, the Mesoamerican Barrier Reef System. Learn to dive deep with the help of the fullservice, on-site dive operator, Dive House. Indulge in specialty treatments at the Secrets Spa by Pevonia®, located right next door at Sunscape Sabor Cozumel, the most complete spa on the island, or simply spend time with the ones you love. Secrets Aura Cozumel – Light. Luxury. Love. ... more less
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- Also Known As:
- Aura Cozumel Grand Hotel Cozumel
- Wyndham Cozumel
- Cozumel Wyndham