Ratings based on 1,177 Verified Reviews

4.0 out of 5
79% of guests recommend
4.3 Room cleanliness
4.3 Service & staff
4.2 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler from Colorado

Posted Jan 15, 2018 on Orbitz
Cons: Needs a refresh overall.
Food was great ! Staff was good. Overall Cleanliness/Condition could have been a little better.
Comment from Hotel Management
Jan 26, 2018 by Management area, Hotel Management
Hello Mr. Mike Thank you for your words. Thank you for review us, this helps us to identify our highs and work in improving our other areas. We hope you can give us a second chance to offer you the vacation you deserve. I remain at your service. Eduardo Betancourt
4 out of 5
Recommended
for Everyone
by A verified traveler from Conroe,Tx

Still awesome but different.....

Posted Jan 15, 2018
My husband and I have come here every year since 2009. This year was different. It has to be new management. The feeling was different. And the cranberry juice(for cranberry and vodka) was horrible! I still love it and will go back as it holds a special place in my heart. I will still recommend it, only because it’s beautiful and amazing. And the staff is always friendly and it’s wonderful seeing the same friendly staff year after year! And when they remember your name!!!! It makes your day. We have brought so many people here! One year it was 11! It’s so beautiful! And peaceful. Food is great drinks go down easy and a great time follows!
Comment from Hotel Management
Jan 26, 2018 by Management area, Hotel Management
Hello Mrs. Sarah, We are honored with your words, we hope you can let us know your next date, we are sure we are going to be able to meet your expectation the next time. I remain at your service. Eduardo Betancourt
4 out of 5
Recommended
for Everyone
by A verified traveler from atlanta

Nice resort close to the beach

Posted Jan 11, 2018
Pros: Some of the staff was extremely nice and helpful. Hotel very close to the beach. Nice looking resort.
Cons: The food was not very good at all. Breakfast was okay. The mattress was rather worn out.
Staff upgraded our room. It was a very relaxing vacation.
Comment from Hotel Management
Jan 26, 2018 by Management area, Hotel Management
Hello GG, Thank you for your review and your feedback is certainly important for us. We certainly appreciate your comments on the staff and thank you to bringing the all the issues to our attention. Your feedback was communicated to our Food & Beverage Manager and we will make sure to provide extra training to the team to ensure that all guests receive high-quality service that we do pride ourselves on. Once again, thank you for taking the time to write a review, your constructive feedback. We wish you all the very best in the future and we hope you will consider staying with us again, as we are confident we can provide a better experience. I remain at your service. Eduardo Betancourt
5 out of 5
Recommended
for Everyone
by A verified traveler from Cleveland

Paradise!

Posted Jan 10, 2018
I loved it! We ate on the property on most days. Make sure to check out the Mexican restaurant, and get the dessert. All of them are amazing. We wanted to go into Town for a day, and the staff gave us great recommendations for activities and dinner. The bartenders were awesome. If we asked for something stronger, or weaker they were up for it. All the staff was friendly, always greeting you.
Comment from Hotel Management
Jan 26, 2018 by Management area, Hotel Management
Hello Mrs. Cat We are more than delighted to read that you love your stay with us, Thank you for mention our highs such as restaurants, services, staff, and attitude. we are sharing this amazing recognition with our team. We hope you can visit us in a near future. I remain at your service. Eduardo Betancourt
5 out of 5
Recommended
for Couples
by A verified traveler from Denver, NC

The best adult only hotel in Cozumel.

Posted Jan 10, 2018
Pros: I liked the big spacious room with Secrets.
Cons: The only thing that could be improved is to place hair dryers in each room.
Location: The Secrets in Cozumel is located about 25 minutes from the airport so that you do not have jets flying overhead every hour. Tour the island!!
My husband and I stayed at Secrets Adult Only over the New Year. From the time we stepped out of the ground transportation van to the day we left to return to NC ( January 3), the staff, the food, the room was exceptional! We have stayed at Secrets Resorts before at other Mexico cities, and all of the resorts are fantastic! The only problem I had was that our room did not have a hair dryer! I did not bother to ask for one, as I just let the warm wind blow it dry. I do wish they would have had blow dryers in the resort rooms.
Comment from Hotel Management
Jan 26, 2018 by Management area, Hotel Management
Thank you for sharing your comments. We very much appreciate your comments about the food, pools, and service. Thank you for recognizing our staff's job, it is nice to hear that people appreciate our customer service, which we are constantly trying to improve, and this is why our guests' feedback is so important to us. We really hope to welcome you again in the near future at Secrets Aura Cozumel. I remain at your service. Eduardo Betancourt
5 out of 5
Recommended
for Everyone
by A verified traveler from delaware

been coming here for years

Posted Jan 10, 2018
Pros: the people
Cons: buffet has gone down outside of breakfast
Location: Im a diver
love you guys. myself and ferman are like brothers. wanna come back soon but i need a good deal . help me out . i tip everyone of your great staff that waits on me. including of course the daily maids. looking forward to seeing you soon. Next time there wanna set something for twice a year
Comment from Hotel Management
Jan 28, 2018 by Management area, Hotel Management
Hello Mr. Terry, Thank you for your comments. We hope you can contact us next time prior arrival to help you with the best options. I remain at your service. Eduardo Betancourt
2 out of 5
by A verified traveler from Albany Ny

Customer beware!!!!!

Posted Jan 9, 2018 on CheapTickets
This hotel is most certainly not a 5 star hotel by NO means, more like a 3. Let start with my New Years reservation I made on the beach which require a purchase of champagne. When I arrived I stood around with the hostess for 20 minutes trying to find my table that was already reserved. Second, morning breakfast bacon was sent up burnt several times, bathroom towels and wash clothes were not replenish after cleaning. My opinion and observation is this hotel doesn’t service to many black patrons or there not to attentive until made aware of poor service and then rectify the situation. My position on this statement is from hotel entertainment one of the nights, I sat at a table with a group of people and not one waiter ask from the first approach if I needed a refill on the soda or wine, the caucasian folks were treated very differently. To whoever views this comment I made last minute reservation to be abroad for the New Years and spent $7,000 dollars to make it happen, I would say None the least secrets in Mexico was the worst with certain areas of service, if you ever have a chance take look at the bathroom with cracks on the walls with stains and if you have a junior suite as I did with pool access overlooking the ocean you will take notice to cigarette butts cracks on the exterior wall. This hotel is perpetrating 5 star quality and is NOT 5 star status at all.
Comment from Hotel Management
Jan 26, 2018 by Management area, Hotel Management
Dear Garrett, 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. I remain at your service. Eduardo Betancourt
2 out of 5
by Ernest

Value? Maybe. Nothing to write home about.

Posted Jan 7, 2018 on Hotels
The place is in need of repair. The chairs are horrible. The A/C has a horrible musty smell. The food was just ok and variety lacked when compared to places like Dreams.
Comment from Hotel Management
Jan 26, 2018 by Management area, Hotel Management
Hello Mr. Ernest, We are sorry about this unfortunate incident, and it is our hope that you would accept this note as a genuine apology for falling short of delivering a genuine experience. We likewise hope that you would be able to overcome with time the disappointment and give us renewed opportunities to be of service to you. I remain at your service. Eduardo Betancourt
4 out of 5
Recommended
for Everyone
by A verified traveler from Waterloo, ON

Great Experience at the Hotel

Posted Jan 6, 2018
Pros: Room comfort, cleanliness, friendly staff, and lots of activities to do at the resort
Cons: More vegetarian food options at the restaurants would be nice.
Location: Downtown Cozumel (San Miguel) is great.
The staying experience was amazing. The room condition was great. We were staying at the Ocean View Preferred Junior Suite. The check-in process was smooth and the staff were very friendly. There are lots of activities at the resort. Do try the Scuba Diving and Snorkeling at the resort if you're interested. All in all, an amazing experience.
Comment from Hotel Management
Jan 26, 2018 by Management area, Hotel Management
Dear Siddharth, Thank you for sharing this with us. We are happy to see that you enjoyed your stay. We also want to take you for the suggestion about the vegetarian options. We hope you can visit us in a near future. I remain at your service.
3 out of 5
by A verified traveler from Kirkland, WA

3 stars is generous

Posted Jan 4, 2018
Pros: Location.
Cons: Better maintenance. Better food.
Location: The diving is great. We also played golf at Cozumel Golf Club. Both were great experiences.
Wonderful location right on beach in Cozumel. We opted for a more luxurious room - a swim up suite at a high price per night. Check in was well done and personal. The bell staff was terrific. As we entered the room, we were pleasantly surprised at the size of the room. But then, we were immediately disappointed when we put our foot into the lazy river type pool - it was COLD. Cannot believe that it wasn't heated, so there was virtually no one swimming. While the room was clean, there were a number or maintenance issues - the room was cold and the thermostats didn't control the temperature (we heard similar stories for other guests); the shelf in the shower was missing (there was a hole where it had been); there was mildew in the shower; etc. Some of the staff was friendly and attentive, but others were not. And the concierge services were not really helpful - it seemed that it was always someone else who owned any problem. And the food was generally awful. Other than one meal at the Bordeaux Restaurant, the food was so disappointing.
Comment from Hotel Management
Jan 10, 2018 by Management area, Hotel Management
Hello Mr. Dan Thank you for sharing your comments with us. We have taken notes about the opportunity areas in maintenance and food; Regarding the heated pool, the regular temperature is around 26ºC but this year we were not expecting the 18ºC As you know it is not a regular temperature in the Caribbean. We hope you can visit us in a different month, and you can experience the amazing weather and all improvements we are doing. I remain at your service. Eduardo Betancourt