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“Beware. They don't care and food in awful” 2 of 5 bubbles
Review of Secrets Aura Cozumel

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Secrets Aura Cozumel
Ranked #14 of 51 Hotels in Cozumel
Certificate of Excellence
Dallas
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“Beware. They don't care and food in awful”
2 of 5 bubbles Reviewed 11 July 2014

Stayed in preferred room 1425 from July 2nd to July 6th 2014 for our Honeymoon. The first room so bad the bug spray could have killed you. The second room was nice yet for this type of hotel it should not have so many maintenance issues. The propriety is about the only thing nice about this Hotel.

Dinner at Bordeaux. service was ok yet food was awful.

Taking our order was pretty slow even though there were only 2 other couples in the restaurant.

Dinner at Windows was pretty awful and very slow to get the order taken.

Room service- orders taken 2 hours and wrong food comes. Cold and nasty. Would not even serve to my dog. This happen 3 times when we were there.

Preferred pool was very nice. There were only ever 20 people in it, quite and relaxing. Only issue is the sewer smell from the property.

Was disappointed by the beach. Sand/ shells was fine, but the snorkeling was not impressive. After 20 minutes we left and went back to the pool.

Even with bugspray the bugs were really bad and distracting.

Overall, the vacation was pretty relaxing. As long as you don't want to eat and deal with no service.

Overpriced
website is "bait / switch"
Food is terrible
Service was terrible
Places do not open or stay open as stated
Packages you pay for you never receive

They smile at you and do nothing about it.

I would recommend not staying at this Hotel

  • Stayed July 2014
    • 1 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
2 Thank Killbill7497
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SeaczEconcierge, E-Concierge at Secrets Aura Cozumel, responded to this review, 12 July 2014
Dear Killbill7497,

Thank you for taking the time to write your comments on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We are certainly pleased to understand from your comments about your recent trip to Secrets Aura that you enjoyed.

Thank you for your suggestions on how we can make our hotel even better, I have passed these comments along to Management for further review.

We hope to have the honor of welcoming you back to Secrets Aura Cozumel, allowing us the opportunity of providing you a truly wonderful and memorable experience again in the near future.

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (1,327)
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English first
Glendale, California
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
2 of 5 bubbles Reviewed 10 July 2014

I have no idea why people pay to take a trip to another country only to stay at a resort that offers ABSOLUTELY NOTHING of the culture in which they have gone to visit. This place is for those that have ABSOLUTELY NO discerning taste in regards to food and ambiance. Just pour enough alcohol down their gullets and let their very public drunkeness carry them through their stay.

When I asked one of the staff, in Spanish, what happened to the Mexican culture at the resort. His nervous response after looking over his shoulder was, it's not here.

The staff was polite enough and sweet. The space was clean enough.

The food was much like a public school cafeteria devoid of taste and texture, and was basically unpalatable. Think critically, it is all inclusive because no one would actually PAY to eat that slop. After speaking with the head chef on day two after trying EVERY SINGLE FOOD OFFERING LOCATION including room service, they made it a point to prepare our food fresh for us personally. The same food on the menu, just not cold, hard, or dried out as it had been previously.

To be truthful, the best food we ate was OFF THE PROPERTY FOR PAY. The most magical time during the whole trip was spent OFF THE PROPERTY.

There is no way to truly swim in the water and enjoy due to the constant running of the jet skis and boats in the same location where relaxing swimming is supposed to be happening. The smell of exhaust certainly dampens the romantic ideas of being in such a tropical place. In contrast, just a few kilometers down the road, Playa Palancar, a little beach area that is only open during the day, offers a truly romantic delight, gorgeous views, and lovely swimming.

In conclusion, my fiancé and I certainly did have a wonderful time because we were together.

We laughed as it became abundantly clear that we were to fend for ourselves for the week we were there. We made the best of it. It is who we are.

Word to the wise though, read and comprehend the negative ratings on this resort. We ignored them, thinking they were just sour grapes. We should have listened.

We would have stayed elsewhere.

Cozumel itself is a GORGEOUS little island. Wherever you stay, rent a car, talk to the people, get to know the beautiful culture that they have to offer. Get out of the pool and put down the bottles of booze to enjoy where you have gone to stay.

We promise, you won't regret it.

  • Stayed June 2014
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
3 Thank DrKungfuMama
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SeaczEconcierge, E-Concierge at Secrets Aura Cozumel, responded to this review, 11 July 2014
Dear DrKungfuMama,

We appreciate the time that you have invested on writing an overview of your stay with us.

There seems to have been a number of deficiencies encountered which are very atypical and not reflective of our brand experience; if this stay was marred by irregular circumstances, we can only renew our apologies and assure you that we have in the meantime briefed the team at great length of your comments.

We are working on a daily basis to exceed our guest’s expectations and would love to have the opportunity to host you again in the near future to offer you a remarkable stay.

Kind regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
North Carolina
Level Contributor
17 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 93 helpful votes
5 of 5 bubbles Reviewed 10 July 2014

Stayed at Secrets Aura July 3 to July 7th. Since we were returning guests from other Secrets Resorts we were upgraded to the Preferred Section . Very new rooms with nice decor.
Let me say that this is a very nice resort. It is an older resort upgraded and redone and still in the process of making things better. More on the quiet side which was fine with us. Thought the food was very good/ service was excellent. Staff was always accomodating. A few people stood out for us.......Carlos Camargo was one of the first people we met in reception. He was very personable and accomodating and I saw him a few more times with questions during our stay.
Shayla at the Bordaux was also attentive to us. Adrian who does the volleyball is in the perfect job for him! Great personality and always with a smile or joking.
The spa was also excellent and very first class.
There is alot of beach, but I will say it is very rocky in the water with almost no sandy bottom. Definitely need shoes when in the water. Seems alot of the beaches in Cozumel are like this. Could be a drawback for some people.
There are no real negatives.....hey, your on vacation and people are waiting on you!
You should have the best time where ever you are at.
Secrets Resorts are great resorts and we will ceratinly do them in the future.

Room Tip: If you can afford it.......upgrade to swim-out room or the Preferred Section.
See more room tips
  • Stayed July 2014, travelled as a couple
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank SOCINC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SeaczEconcierge, E-Concierge at Secrets Aura Cozumel, responded to this review, 11 July 2014
Dear SOCINC,

Many thanks for taking the time to leave your kind words and observations following your recent stay with us at Secrets Aura Cozumel.

I was delighted that you’ve enjoyed all the details we take pride in offering our guests. As are our regular practice, we’ve been happy to share your lovely remarks to our team who take so much pride in ensuring that all of our guests only receive the very best in service.

We look forward to have the pleasure of having you back home in the near future.

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Pittsburgh, Pennsylvania
Level Contributor
63 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 75 helpful votes
4 of 5 bubbles Reviewed 10 July 2014

We re visited this resort for a long anniversary weekend June 19-23rd. They upgrade up to Preferred Club > ocean front room! Brand new right on the beach!! treated like a VIP for the 4 days! The new market cafe is a great place for breakfast, fast and good! Windows still is very slow for breakfast. Oceanana was nice for lunch and the hostess is a sweetie. I think she remembered my husband. The manager who now is working on the property is so nice , he also treated us so well!! We had a special Italian lunch with his Moms receipe w champange on our anniversary! my husband would of licked the plate if I let him!! LOL. Bordeaux is still ok. I thimk I liked it better last time. One thing we really liked was the Sky Bar. Our favorite bar tender from last time was there Mario!! He is just great! I know they have entertainment one night up there but it was on the day we left. We were bummed! That is one thing this resort needs to build up. You can see the sunsets up there but it looks like they need to spruce it up and have music there. The whole resort is very quiet and if thats what you want this is the perfect place for you!! I think they should have some entertainment in the lobby at night or up at the Sky Bar. Not much going on after you eat dinner. All in all we came for a relaxing weekend and thats what we got! We spent most of our time in the Prefferd club pool and met some nice fellow guests! We had a great time and it was nice to check out in the preffered club reception area. EASY!!! thanks for having us back Secrets Aura:)

Room Tip: If you can do the Preffered Club it was much better! You feel very spoiled!
See more room tips
  • Stayed June 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank sandytoes4ever
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SeaczEconcierge, E-Concierge at Secrets Aura Cozumel, responded to this review, 11 July 2014
Dear sandytoes4ever,

Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We are happy to see that there are elements of the resort that you quite enjoyed however, we are very concerned to know that your experience did not live up to our usual level of service offered at Secrets Aura Cozumel.


We sincerely hope to welcome you to Secrets Aura Cozumel on a future occasion so we can have the opportunity to redeem ourselves providing you with the service you deserve.

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Smyrna, Delaware
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed 9 July 2014

This is a good resort that could be great. Get a room on the first floor where you can go directly into the pool. For me that was the best feature of my stay. The beach was rocky, as many in the area are, so I couldn't enjoy the surf. My bed was too soft for me, the food was ok given the price. The alcohol was abundant with the best brand selection near the check-in desk. The staff was attentive and friendly.

Room Tip: First floor with direct pool entry near room 1113
See more room tips
  • Stayed June 2014, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank Benjamin P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SeaczEconcierge, E-Concierge at Secrets Aura Cozumel, responded to this review, 11 July 2014
Dear Benjamin P,

Thank you for taking the time to write your comments on TripAdvisor about your stay with us. Your remarks are very much appreciated as they help us to improve our service, and our product.

We are certainly pleased to understand from your comments about your recent trip to Secrets Aura that you enjoyed your stay.

Thank you for your suggestions on how we can make our hotel even better, I have passed these comments along to Management for further review.

We hope to have the honor of welcoming you back to Secrets Aura Cozumel, allowing us the opportunity of providing you a truly wonderful and memorable experience again in the near future.

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Fort Worth, Texas
Level Contributor
321 reviews
52 hotel reviews
common_n_hotel_reviews_1bd8 121 helpful votes
4 of 5 bubbles Reviewed 9 July 2014

We were pleased with the room decor, and the bathroom amenities - large deep tub and large shower are great for cleaning yourself and your dive gear. The staff were very friendly and helped us get into a room with a balcony where we could dry our dive gear. I was surprised that the food and drinks were quite good. The fresh grilled grouper on the lunch menu was phenomenal. The breakfast buffet at the Market cafe was terrific. The music played at the restaurants was not too bad - easy listening, new age and bossa nova. The spa seemed large, nice and clean. Seems like the party hotel is the Sunscape next door. My only complaints were that the buildings were rather boring architecturally, but, hey, this is a beach resort. Also, the snorkeling out in front of the resort was pretty unexciting. The Intercontinental has much better snorkeling. Dinner at Bourdeaux was a bit disappointing, but that's what you get for ordering a steak with hollandaise sauce in Mexico. Overall - we were happy and would return. I did not experience any of the musty smell issues that have been mentioned previousl6y.

  • Stayed July 2014, travelled as a couple
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank divefan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SeaczEconcierge, E-Concierge at Secrets Aura Cozumel, responded to this review, 11 July 2014
Dear divefan,

Thank you for taking the time to write a review about your stay in our resort.

We value your detailed suggestions as our guest’s feedback is truly important for us and we will consciously revise all of your remarks.

While we understand the way you felt about the situation experienced during your stay, we do hope that our reply to your feedback restores some semblance of trust on us. Please contact us directly at info.seacz@secretsresorts.com to take care of your next reservation.

Kind regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chicago, Illinois
Level Contributor
24 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
4 of 5 bubbles Reviewed 8 July 2014

Stayed in preferred room 722 from 04-08 July for our anniversary. Room was very nice, love the tub and shower!

Dinner at Bordeaux. They opened 20 minutes late. Not a huge deal, we watched people play volleyball in the pool. Taking our order was pretty slow even though there were only 2 other couples in the restaurant. Once the orders were taken, food came out in a timely manner. Food was decently good. There was a dead mosquito on the bread plate, and several dead bugs in the window sill. Wasnt too worked up, nothing I havent seen in the U.S., all things they were apologetic for.

Later on that night, we were in the tub/ shower, and the turn down service came by. Unfortunately, the guy couldnt hear us telling him not to come in, and helped himself. Luckily hubby found a towel fast and intercepted... suggestion would be to use the chain as the lock on the door doesnt keep people out...

Dinner at Windows was pretty good. again...very slow to get the order taken, but food was good and fast once the order was taken.

Preferred pool was very nice. There were only ever 20 people in it, quite and relaxing.

Was disappointed by the beach. Sand/ shells was fine, but the snorkeling was not impressive. After 20 minutes we left and went back to the pool.

Did a dinner under the stars... was free for doing a uvc tour. Even with bugspray the bugs were really bad and distracting. Courses were very very slow. Was nice to be alone, but probably would never do that again.

Side note about uvc...if they start talking to you about joining and you are interested, they will keep going back and pretending they have others who have upgraded their packages to give you a better "used" package. Also, if you are like us and realize that you just paid 30k and are stuck in a 30 year contract just to get a 25% discount on the resort only and that the terms you discussed are not what the paperwork says....know that the Mexican government says you have 5 days to void the contract regardless of what their fancy little office people claim. ( just google it to get wording) We wasted 4 hours on their tour and signing up, 2 hours doing research on how to void the contract and writing them a notice of intent, and another hour forcing the office to cancel our contract. All that to say if you have no intention on locking yourself into only staying in their resorts for the next 30 years, please dont go on the tour. I was so disappointed that we spent so much of our vacation talking to these people. (I dont hold this against them, we did it to ourselves) One thing they did tell me was that they are aware that this resort is not up to par, but expect it to reach that status in September.

Overall, the vacation was pretty relaxing. We like to go to new places, so I dont know that we would go back only because we would like to visit new countries. If we came back to cozumel, we would definitely consider coming back to this resort.

  • Stayed July 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Service
Helpful?
Thank 2sandmans
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SeaczEconcierge, E-Concierge at Secrets Aura Cozumel, responded to this review, 9 July 2014
Dear 2sandmans,

We appreciate the time that you have invested on writing an overview of your stay with us.

There seems to have been a number of deficiencies encountered which are very atypical and not reflective of our brand experience; if this stay was marred by irregular circumstances, we can only renew our apologies and assure you that we have in the meantime briefed the team at great length of your comments.

We are working on a daily basis to exceed our guest’s expectations and would love to have the opportunity to host you again in the near future to offer you a remarkable stay.

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Secrets Aura Cozumel

Property: Secrets Aura Cozumel
Address: Carretera Costera Sur KM. 12.9 | Zona Hotelera Sur, Cozumel 77600, Mexico (Formerly Aura Cozumel Grand Resort)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cozumel
Amenities:
Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Top resorts Hotel in Cozumel
#7 Luxury Hotel in Cozumel
#8 Spa Hotel in Cozumel
#8 On the Beach Hotel in Cozumel
Price Range (Based on Average Rates): £££
Hotel Class:4.5 star — Secrets Aura Cozumel 4.5*
Number of rooms: 266
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

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