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Secrets Aura Cozumel
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Reviews (4,061)
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2,788 - 2,793 of 4,061 reviews
Reviewed 15 July 2014

My husband and I stayed in June to do 6 days of Scuba diving. We prefer small (20 rooms or less) family run places - but this is Cozumel. What drew us to Aura was the all-inclusive feature (no way I'm cooking on holidays) and the adult-only policy (we are old, retired and like it calm and quiet).
We were not disappointed. Despite how well-appointed everything is, the staff make this place. No one has their hand out (all-inclusive right?) and they will do anything for you in a timely fashion.

Room Tip: My husband walks with a cane and we just happened to get a room above the lobby. There was elevator! We had an ocean view that overlooked the small lobby swimming pool which was never noisy or busy. We were close to all the restaurants but one and practically on the dock to catch our boat.
  • Stayed: June 2014, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
5  Thank countryval
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 reviewResponded 17 July 2014

Dear countryval,

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 honored to have had the opportunity to serve you. Your comments about our staff and scuba diving was most motivating.

We look forward to welcoming you home again soon and hope you will not hesitate to spend another wonderful vacation in paradise at Secrets Aura Cozumel.

Warm regards,

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Reviewed 15 July 2014 via mobile

I recently traveled to Mexico and had very high hopes prior to my arrival. If you have stayed at other secrets properties as I have then you have please don't apply thoes same expectations to this resort. The room were clean for the most part. However because this resort is practically all open bugs will be in your room, and birds will be flying around during outside meals. I was bitten by so many bugs it was unreal so please take bug spy. The food was pretty decent for an all-inclusive resort. The French resturant was excellent. When ordering drinks to avoid hangover be specific about the type of liquor you prefer. Also everything on this resort is pricey. I forgot our sun block at home and to my surprise that cost of a very small bottle from the resort was $35.00, talk about supply and demand. Also, almost all service individuals are looking for additional Gratuities so prepare to bring additional cash.

  • Stayed: July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
1  Thank Veranda R
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 reviewResponded 17 July 2014

Dear Veranda R,

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 such as the restaurants, drinks and location 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,

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Reviewed 15 July 2014

We were at secrets aura cozumel from 7/11 to 7/14 and it was wonderful beautiful views beautiful room. Room service a and food were excellent. For the folks upset with the rocky beach if want to wade around in the water just walk Down 100 yards to Carlos and Charlie's where the have excavated to Rocks The corral is what makes the ocean look as clear as it does
The food was really good and the French food was awesome but bring dress pants if you want to go there to Boudreaux
to eat. We only had one instance where service wasn't just great and that was at the beach side bar when a lot of new guest were arriving big deal keep the drinks coming and guess what if you just hey up and walk 10 ft you can get one from Mario who might be the best bartender I've ever had. Mario would make my wife a drink let her taste it to make sure she liked it. Room was wonderful stayed in room 1123 it waswas great had the best view there. After we left all I could think about is all the negative reviews I read that almost kept me from going there. Please don't just get upset about something and keep someone else from having a wonderful experience

  • Stayed: July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
8  Thank Jcross1971
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 reviewResponded 17 July 2014

Dear Jcross1971,

We would like to thank you for choosing our resort as your host on your recent gateway to our destination. It was a pleasure having you and we appreciate that you have taken the time to share your experience on Tripadvisor.

We are very happy to learn that your stay was a pleasant one, and that you were highly satisfied with our service. We have strived to deliver the most memorable experience to our valued guest. We highly appreciate your gracious comments here and have shared it with our team.

We sincerely look forward to welcome you back on a future occasion and provide you with the exceptional quality and service that characterizes our brand and resort.


Warm regards

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Reviewed 13 July 2014

I read the reviews (the good and the bad), and I have stayed in several all inclusive resorts in Mexico and Costa Rica. I will definitely go back.

First I will address the comments about the staff. I will agree that they are short staffed, but that should not reflect the staff themselves. Every employee that I encountered was nothing but pleasant, helpful and attentive. The food service was a bit slow, but as long as you are being served drinks and have a beautiful view while you wait; who cares?? As far as drink service, there are bars every 30 feet, so if you are in that much of a hurry, get up and get your drink yourself. Unless you are a princess or something.

Food: The breakfast buffet was fantastic. Lunch around the pool was great, and each dinner was delicious. The diner portions are a bit small for some, but you can order an appetizer, salad, entree and dessert. And if that is not enough, you can order additional portions. I love to eat and I was never hungry.

Drinks: No american beer, but they had several varieties of Mexican beer. They also have almost every top shelf liquor you can think of. Never watered down. TIP: bring your own insulated cup. They will make your drinks in them and it helps keep your drink fresh in the hot sun.

Rooms: We booked a Jr Suite pool view. I had absolutely no complaints about our room, except it was located in the back of the property, so it was quite a walk for me (I have Rheumatoid Arthritis), so we request an upgrade after 2 nights to an ocean view. I thought I was happy with my first room, until I got my upgrade. Much bigger, sectional sofa, bistro table, deck with lounge chairs, and the view was out of this world. Both rooms had super comfy beds and the AC was the best of any hotel I have ever stayed in. Draw back, only a standing shower, so shaving my legs was challenging (especially after a couple of cocktails), and no dresser for folded clothes, just a couple of shelves in the closet.

Property: well maintained, beautifully landscaped and well laid out. By reading the reviews, I was expecting the beach to be so rocky that I might kill myself, but they were not sharp rocks and they were only along the first 5-10 feet of the water line. Here is the only problem I had: There is an odor, I call a sewer stinch in random areas of the property. MANAGEMENT: You need to work on that!

Pools: The large pool on beach is more quiet, relaxing and has a beautiful view. The back pool with the swim up bar and water slides is more for the party people. On the shady side of the back pool, there was mold under the bar and was pretty disgusting. MANAGEMENT: You need to work on that too!!!

Pros: Great rooms, great drinks, great food, great atmosphere, friendly staff.
Cons: Food service a little slow, and they have to work on that sewage smell.

Unless you are royalty, you should be very happy with this resort. I am not an easy-to-please person, and I was very satisfied.

Room Tip: Ocean view (room 1027) great location, beautiful view and freezing AC.
  • Stayed: July 2014, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
7  Thank BRohan4
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 reviewResponded 14 July 2014

Dear BRohan4,

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. As a hotel company we will continue to create wonderful guest experiences where personalized service is concerned in an effort to become a highly regarded resort in Cozumel.

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,

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Reviewed 13 July 2014

Pros - Staff/Service, Room, Drinks, Cost

Cons - Food, lack of towels/rafts, rocky water




Airport - The Cozumel airport is superior. It's organized, clean, wasn't crowded at all, and employees did a great job of directing you through immigration and through the security check. By far our best experience traveling to an island airport.


Transportation - My wife and I decided to take the group shuttle to save a few bucks. After you go through immigration and the security checkpoint you're deposited in the final room before you step outside. If you haven't already arranged transportation you can, like my wife and I, walk to the right. Near the end of this room is a ticket booth selling tickets for group shuttles. Here you can book a one way ride to Sunscape Sabor for approx 20USD per couple. They wait to fill the shuttles before leaving, and that meant an extra 15 minutes of wait time for us. The ride is about 20 minutes to Sunscape/Secrets Aura. Two guys got out of the van at Sunscape and my wife and I immediately noticed a sewage/septic smell waft into the van. We had heard about this while reading countless trip advisor reviews, so this came as no surprise.


Arrival - Bags were pulled from the van by the driver we were all offered champagne and a cold wet towel. We joined the other new guests in the lobby and sat down. There were no lines or set order for guests, so you weren't really sure if you were next to check in or not. We waited approximately 10 minutes for our turn, which is very reasonable as far as I'm concerned, and then check in took another 10 minutes. We immediately asked for a complimentary room upgrade to help celebrate our anniversary and Karen, the front desk employee, immediately got on the phone. She said "an upgrade may be possible tomorrow, but we don't have anything today". She said our room wasn't ready and we were asked to return @3pm. We anticipated this delay, so we killed two hours getting lunch and drinks at the beachside restaurant Oceana. We returned to the front desk promptly at 3pm and were told be were had been upgraded to a ocean view room (Rm 1030). This complimentary upgrade immediately put smiles on our faces.


Room (1030) - The room and balcony are enormous. The room is situated two floors up from the lobby and at the end of the building. When we walked in to the room we thought it was a handicapped room because the light switches are about 2 ft off the ground. The door opens to an unusually long hallway which leads to the bedroom door on the left hand side. Continue on and you enter a huge sitting area with a couch. Beyond is the balcony which can easily handle 6 guests comfortably. There was no door to separate the bathroom from the bedroom, which is a little odd. We had some sort of small bugs on the toilet, but a few blasts of bug spray took care of them. The safe worked well and housekeeping did a nice job cleaning up. We didn't have towels when we checked in and reported this problem to Eunice at the VIP service desk (Time share associate desk). She called housekeeping and they brought them immediately. We wrote the housekeeper a note (in Spanish - use Google translator) and she kept the fridge stocked with water and Dos equis as we requested. We tipped approximately 3USD/day.

Pools - The resort has 4 pools. There is a quiet pool directly off the lobby. Tends to attact an older crowd looking for shade. Then there's the pool that abutts the ocean front swim up rooms. This pool had a mix of people, some who just wanted to read and relax, and others that wanted to drink. A subdued tone overall here. The party pool was furthest away from the beach and was filled with people pounding drinks, being loud, playing pool volleyball, and using the waterslides. Everyone was pleasant, but increase the alcohol and increase the volume. The waterslides are a ton of fun, but you really need to have a raft to ride them. They're made from concrete and have been deteriorating for years so you will go faster and will be less likely to be bruised after a trip down. It is worth noting that you have to walk directly in front of swim up (non ocean view) rooms to use the slides. Made me feel like I was intruding a bit. The last pool is in the preferred section of the resort, and signage states that the pool is to be used exclusively by guests of the preferred section. We rarely saw people in this pool.


Towels - There are occasional towel shortages when you're at the pools. We weren't clear why this was, but it seemed smart to bring the towel you have with you if you planned to move, regardless if it was wet or not. A rolled towel does NOT indicate the chair or towel is being used. Rolled towels are put out on all the chairs every morning. Pools chairs are precious and many people leave towels and belongings to "save" their spot even when they haven't been there for hours.


The Smell - Without question there is a noticable sewage/septic smell on the preferred section of the property. I would be very upset if I had paid extra to stay there was forced to constantly breath that awful smell. Thankfully the smell is isolated to that part of the property and you only have to deal with it, assuming you're not staying in the preferred section, while you're passing through. We never smelled anything bad in or around our room.


Drinks - The bartenders and cocktail waitresses were fantastic. They acknowledged you right away and made whatever you wanted. It wasn't necessary to tip in order to receive good service, but we did anyway. Worth noting that some drink selections (e.g. Jack Daniels) are only offered at the preferred section bar. That may be disappoinitng to some who have a favorite drink.


Food - Easily my biggest gripe about the trip. I'll start with the positive - We ate breakfast everyday at the market cafe buffet and they had a variety of local inspired dishes. Papa hash browns tasted just like McDonalds hash browns (yum), and the different Tostadas were fantastic. Fresh juices, omelets made to order, and a make your own bloody mary/mimosa station were great. After breakfast was done, things general fell off substantially. The food quality is 2 star, and sit down lunches and dinners will routinely run you 1.5 to 2.5 hrs. Food that is delivered to the table does not match what was ordered. Air conditioning in the restaurants is suspect, and you can feel the general sense of displeasure from those eating around you. Staff, while certainly under trained, work very hard. Every meal we had our waitor or waitress was running around trying to make our table and the surrounding tables happy. There is no doubt additional staff would help here.


Room service - We ordered from the room service menu one night and the order came in 1hr after we were told 35 minutes. The food from the room service menu is the same as food would get if you ordered from the waitresses that serviced the pools. Nachos/hamburgers/fries.

Beach/Snorkle - Snorkle is combined with my beach review because the beach can't be used for swimming. Very few people braved the rocks that begin as soon as your feet touch the water. These rocks are large (1ft or more wide in some cases) and can be slippery. If you must swim I would strongly suggest water shoes. Most people would walk to the end of the pier Secrets owns and jump off to swim/snorkle. There is a ladder (first few rsteps are slippery) where you can easily enter/exit the water. Water near the ladder is about 7ft deep. Here, at the ladder and under the dock, you'll find great snorkling. All sorts of cool fish. Somebody claimed they saw a baby barracuda, but I can't confirm the sighting. No doubt one of the highlights of the trip. The water is crystal clear and snorkle gear can be borrowed from the Secrets dive shop for 2 hrs at the time free of charge. The sand isn't fine, but it's not very coarse either. Average sand quality in my opinion. About 80-90% of people spent their time at the pools, and the remainder were at the beach. I'm sure lack of access to the water was a contributing factor. Note - boats with engines running park right at the end of the dock where people swim/snorkle. The dock should really be extended another 30 ft or so to allow for a boats only section. Mixing swimmers and motors isn't a good idea


Bugs - This is the tropics, so be prepared for a few bugs. My wife got bit several times and the bite marks were giant (3 inches around and swollen). We weren't, however, limited in where we went or what we could do by bugs. I was bit once all week, on the torso, and it was a massive bite mark too (2-3 inches wide). Bring bug spray and you can limit any problems you might have if you're someone who attracts bugs.


Paddle board - We vacationed with some friends and they were told "reservations" for the paddleboards were booked for the week. So, be careful and plan accordingly if thats something you think you may want to do.


Raft availability - Each pool only contains a few rafts. Most people are constantly on the lookout for someone leaving the pool or who might be willing to give up their raft. People "claim" their raft by putting it next to their personal items, or by dragging it halfway out of the pool to the foot of their lounge chair. I found this to be a common occurance during our stays at all inclusives. Once in possession of a raft or lounge chair you're forced to decide whether you too will be one of those people. Simllar rafts can be purchased at one of the Secrets resort stores for 10USD. I think it's worth the money to make the purchase day one and have use of a raft when you want it. I think a lot of poeple do this and leave the rafts in the pools when they checkout. This explains why you'll see a variety of neon tubes and rafts.


Resort appearance (buildings/grounds) - I've heard the resort has spent millions on renovations, but where that money went is unclear. Mold needs to be washed off buildings, cement needs to be filled/replaced at the pools, and the walkway next to the beach needs to be re-done (whoever though of cement block, sand, cement block must've had too many "drink of the days"). Bushes need to be trimmed, weeds pulled, and palm trees cut back. Again, I think it's an issue with them being understaffed. I see groundskeepers working, but like other resorts you need a team of guys to hold back nature.


Sunscape Sabor (the property next door) - Secrets owns this family property and as a Secrets guest you are entitled to use the facility as you wish. Sunscape is not adults only.


Overall cleanliness (room excluded) - Bottles, plates, and empty drink cups often remain where the guest left them. Spots not easily seen (hallways/staircases/around a corner on a pool/near a bush) can remain uncleaned for days. This might be a spot where staff lacks the motivation or training required.


Comparison to Sandals - My wife and I have stayed at Sandals 5 different times over the last 9 years. Sandlals is no doubt superior to Secrets by every measure, except for cost. We paid $1000 for 5 nights at Secrets and a Sandals ocean front room (of similar quality ) would easily run three times as much.

Checkout - Checkout with the front desk was painless. We were asked to complete a survey (on a tablet) as part of the checkout process, which I thought was strange. If you're taking a cab, be sure to alert the valet/attendant of your need. They don't communicate well with the front desk regarding guests needs.


Cab ride - Once we requested a cab it came in 10 mins. The ride to the airport was about 20-25 mins and cost 29USD not including tip.


Departure at the airport - Another perfect experience. 10 minutes at the American airlines booth and 2 minutes through security.

Room Tip: Stay out of the preferred section.
  • Stayed: July 2014, travelled as a couple
    • Value
    • Rooms
    • Service
8  Thank tinyriho
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 reviewResponded 14 July 2014

Dear tinyriho,

Thank you for sharing your feedback through this mean. Your comments are truly valuable for us, as this allow us to improve our service levels and product.

We have taken your comments very seriously and you can be assured that the necessary re-training measures are being instituted to prevent recurrences in the future.

With this said, we look forward to have the opportunity of hosting you back on a renewed opportunity to redeem your confidence our resort and service.

Warm regards,

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