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Reviews of Secrets Aura Cozumel - Adults Only - All Inclusive

4.5 out of 5
Secrets Aura Cozumel - Adults Only - All Inclusive
Carretera Costera Sur Km 12.99, Hotel Zone, Cozumel, QROO

Reviews

7.0

Good

Rating 10 - Excellent. 315 out of 1040 reviews" "
Rating 8 - Good. 245 out of 1040 reviews" "
Rating 6 - Okay. 219 out of 1040 reviews" "
Rating 4 - Poor. 146 out of 1040 reviews" "
Rating 2 - Terrible. 115 out of 1040 reviews" "

7.6/10

Cleanliness

8.4/10

Staff & service

7.2/10

Amenities

6.6/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

8/10 Good

Angie

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place to stay. Super nice staff
Stayed 6 nights in Apr 2024

10/10 Excellent

Susan Jean

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Apr 2024

4/10 Poor

Diego

Traveled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
Very disappointing experience. This was our third time at Secrets Aura Cozumel. First time was incredible, excellent service and extremely clean property. Second time ws during COVID, very clean but limited restaurant services (understandable due to the situation at that time). This third time, we reserved a junior superior suite in the preferred club. We arrived and were given our room #1445 around 4:00 pm. We unpacked our belongings, went to the beach and enjoyed the rest of the afternoon. We went back to our room to take a shower and relax before dinner. The shower has a ceiling "rain" feature and a handheld head. Water was flowing from both showers at the same time with very little pressure. The knob to direct the flow to either one of them did not work. In addition, there was no hot water. Called front desk to report the problem and 20 minutes later a maintenance person showed up. He had water running for more than 20 minutes, opening every faucet available to check for hot water. No luck. I then went downstairs to ask the Preferred Club front desk to change me to a different room (Remember that this was a Superior Junior Suite Preferred Club room; can't imagine what problems the regular rooms may have). Around 10:00 pm we were finally given a new room. We moved there and it seemed to be OK. The next day we came back to the room at 4:30 pm to discover that nobody has come to clean it. I have reached the word limit although I have lot more to complain about this place
Stayed 5 nights in Apr 2024

10/10 Excellent

Carrie

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The food and accommodations were great! The service was excellent!
Stayed 3 nights in Apr 2024

4/10 Poor

Armando

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Old out dated. Cold showers, a lot of things didn’t work properly. Hard time getting into our room 4 times. Smelled a bit moldy. Would not stay again.
Stayed 9 nights in Apr 2024

6/10 Okay

Jesse

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Our room was VERY damp and smelled like mildew, floor was even damp tile from how moist the air in the room was. Staff were great, needed more places to eat breakfast.
Stayed 6 nights in Apr 2024

6/10 Okay

MARISA

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities
I would have given it a five but the room we received when we got there was horrible and we had to wait an hour and a half to get a better room and pay another $360 to upgrade. When we first got there we were told there were no additional rooms or ways to upgrade which was pretty inconvenient. To go see two other rooms before finally being put in a nice room in the preferred area. Vacation started off poor but overall was good. I definitely know if we come back we will be staying in the preferred area.
Stayed 3 nights in Apr 2024

10/10 Excellent

Patricia

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Raefeal was the best? He was in charge of poolside. 2 nore awesome team members were su at front lobby and carlos in preferred lounge.
Stayed 7 nights in Apr 2024

6/10 Okay

Donald Walter

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
No hot water for three days!
Stayed 7 nights in Mar 2024

10/10 Excellent

Zachary Scot

Liked: Cleanliness, staff & service
Stayed 7 nights in Mar 2024

2/10 Terrible

Jean

Traveled with family
Disliked: Staff & service, property conditions & facilities
The property is old and tired. A coat of paint cannot hide the wear and tear… to make matters worse, the room in our room was leaking, dripping water in the bathroom and bedroom wardrobe. Lastly, we had no hot water… a real disater…

8/10 Good

Theresa L

Traveled with partner
This was not our favorite Secrets. It’s ready for some external updating and freshening up. The staff was certainly never rude or unpleasant but really not as energetic and happy as we’ve seen in the past. The Easter fresh tuna celebration was fabulous. I’m disappointed that the nightly shows we are accustomed to don’t seem to be a thing anymore, and the app gave very little info on what was going on (in fact, our last 2 days, it was saying that there were no activities of any kind at any of the 3 resorts, which was clearly not accurate. We missed hearing about a drink of the day only to overhear someone ask about it at the end of the trip and learn that there is one but that’s not communicated anywhere. Also, there is nothing at all in the room that tells you how to call the front desk with a question, or even how to call if there is an emergency. That said, our room was huge and beautiful. Housekeeping and maintenance were attentive, restaurants were gorgeous, food was fantastic, beach was very nice, and we enjoyed having access to multiple resorts.
Stayed 6 nights in Mar 2024

10/10 Excellent

Alice, Rochester

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This resort was great. We didn’t leave the resort so I can’t comment on that part.
Stayed 5 nights in Mar 2024

10/10 Excellent

Tyrone Richard

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Disappointed that the beach water was so rocky. But beach was clean and kept up. Views were wonderful. Plenty of choices for eating and enjoyed them all. The highlight of our trip was meeting Zayra from the entertainment team. She was an absolute treasure and a huge asset to the property. Not a day went by without her seeking us out to inform us about what was going on each day. She really made us feel special. Our room was spacious and comfortable. Would visit again for sure.
Stayed 7 nights in Mar 2024

8/10 Good

Jasnee

Traveled with partner
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Staff very friendly, anything we needed was at arms length. Room was very dated with a stale smell but with some febreeze and candles we made the best of it.
Stayed 4 nights in Mar 2024

10/10 Excellent

Sharon

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very quiet. Staff friendly. Beautiful beach and clean pools. Food was good.
Stayed 6 nights in Mar 2024

4/10 Poor

Dawn

Traveled with family
Disliked: Staff & service, amenities, property conditions & facilities
To much money for what they offered. Adults only resort with little going on, majority of staff rude and acted as if we are a bother, food not great, hot tub was just that a warm tub. Will not spend this amount of money here again, did not get what we paid for.

10/10 Excellent

Eduardo

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I love the resort it was amazing definitely coming back soon!!
Stayed 2 nights in Mar 2024

10/10 Excellent

Janell

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Mar 2024

8/10 Good

Devin

Traveled with group
Liked: Staff & service, amenities
Disliked: Property conditions & facilities
Nice place, just a bit run down.
Stayed 6 nights in Mar 2024

6/10 Okay

Jared Allen

Traveled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
The staff at the property were the best i been around in a long time. Considerate, friendly, willingness to help, just overall good people. That was the best part of the property. The worst was the physical condition of the room. 1. Wet paint on the wall when we checked in. My partner got it all over her hand. Resolved day 1. 2. Small refrigerator not working. Resolved after 3 days. 3. Television did not work. Resolved day 1. 4. Water kept showing up on floor. Never resolved found out it was coming from leaking pipe in the shower wall second to last day of our stay. 5. Whirlpool tub jets did not work. Never resolved. 6. Curtains did not close all the way. Resolved day 2. 7. Recurring curtain issue on day 3. resolved day 3. The staff did ask if we would like a different room and we declined because we liked the view and access to the pool that we had.
Stayed 6 nights in Mar 2024

8/10 Good

Candace, Elk Grove Village

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was spacious and staff was very accommodating and friendly
Stayed 4 nights in Mar 2024

4/10 Poor

Tracy

Traveled with partner
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Please fix the bathrooms. This is not our first time staying and I was disappointed to see the common area bathroom fixtures still we not fixed. The bathroom by Berdeaux walls move when you close the door in the big stall and you need to assemble them to get it to lock. The faucet in the sky bar was falling over and there are others that need to be fixed. The rug in my room was very dirty and had a pill in it from a previous guest. I didn’t want to walk on that rug. My room was clean other than the rug which looks to have never been cleaned.

10/10 Excellent

Edgar

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a nice laid back and quiet all inclusive resort. Can’t complain.
Stayed 6 nights in Mar 2024

6/10 Okay

Eric Matthew

Liked: Staff & service
Stayed 5 nights in Feb 2024

4/10 Poor

ROGER

Traveled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
No hot water for 2 days. A water leak in the bathroom that had parts of the ceiling cave in. The food was terrible. We ended up not eating any of it and instead taking a taxi into town and eat at restaurants. We expected more from a luxury resort.
Stayed 6 nights in Mar 2024

10/10 Excellent

Patricia

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was exciting to be there, our first all inclusive experience. Clean, safe, quiet place with helpful, friendly, hard working staff with excellent disposition. That helps a lot. Thank you
Stayed 4 nights in Mar 2024

6/10 Okay

Rick T

Traveled with group
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
Room needs to be renovated. Had toilet leak last 4 doors kept getting told fixed but never was fixed and had to use 12 towels at night to keep it controlled
Stayed 9 nights in Mar 2024

8/10 Good

Steven

Traveled with partner
Liked: Cleanliness, staff & service, amenities
Property was nice but original room I was in did not have hot water luckily they were nice enough to put me in better room. All the services seem great but everything is extremely expensive so it’s worth noting you can look elsewhere for some trips or activities. Staff was very accommodating and also very nice.
Stayed 4 nights in Mar 2024

6/10 Okay

Ryan Christopher

Liked: Staff & service
Stayed 4 nights in Mar 2024

4/10 Poor

Frances LouAnn

Traveled with family
This was our 3rd time at this resort. Property was Not well maintained especially public restrooms. After paying for all-inclusive Junior Suite, we were told we were not “preferred guests” and were limited on when and where we could eat, sit on the beach, etc. in addition to paying $5000 for our stay resort tried to charge us another $900 for amenities we had on past stays. Definitely last time we will be there.
Stayed 4 nights in Mar 2024

10/10 Excellent

Brian

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Mar 2024

4/10 Poor

ernest, laredo

Traveled with partner
Disliked: Property conditions & facilities
We had a HUGE room. with separate bedroom and large living room with an incredible view of ocean. Problem is upon arrival nothing worked. No hot water, phone didn't work, no signature robes, room was not cleaned before 530pm 6 out of 10 days and then only when we complained. Only one place for breakfast for two adjoining resorts. Had to wait in line every day, little nightly entertainment, served wine in plastic-stained goblets at their signature restaurant because they had no glasses. We have been to 8 Secrets, this one was not only worn, but worn out. On the plus side, the French and Asian restaurants were the absolute finest food, service and ambiance. they were responsive to all the issues, but we spent much too much time at front desk trying to get things to work. The TV didn't work for two days, the in-room refrigerator never worked, but the beach is lovely, but I am not sure that makes up for all the minuses. by day 9 we finally had a clean, lovely room and everything was finally functioning. Not what I expect from now Hyatt owned Secrets Brand.
Stayed 9 nights in Mar 2024

6/10 Okay

Lisa

Traveled with group
Liked: Cleanliness
Pools were nice and the food was decent. We had problems with our air condition and it was never fixed. 5 of the 7 nights our room never got below 78 degrees.
Stayed 7 nights in Mar 2024

8/10 Good

Jaime Lynn

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Mar 2024

6/10 Okay

Danny

Traveled with group
Property was average. Food was average. Rafael the concierge was amazing as well as Orlando at the bar.
Stayed 5 nights in Mar 2024

8/10 Good

Judith

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was beautiful and well kept. The staff was wonderful and very accommodating. The room was quiet and the pool was lively which we loved.
Stayed 5 nights in Feb 2024

6/10 Okay

Megan

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We are returning from Secrets now and to be honest... its a dated resort. But we had a pool side swim up room. It was nice. Kept clean every day. The grounds were well cared for. The staff was very helpful and professional. Will i go back? Provably not... but it was fun while we were there
Stayed 4 nights in Mar 2024

6/10 Okay

Amy

Liked: Cleanliness, staff & service
Stayed 7 nights in Feb 2024

2/10 Terrible

Georgia

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
It was poor service, terrible food and very dirty resort
Stayed 4 nights in Feb 2024
Response from Management area on Mar 5, 2024
Hello Mrs. GeorgiaWe're sorry to hear about your disappointing experience. Your feedback is important to us, and we appreciate your individual perspective. Rest assured, we will take action to address the issues you've mentioned regarding service, food quality, and cleanliness.We remain at your service

2/10 Terrible

Rebecca

Stayed 7 nights in Feb 2024

2/10 Terrible

Henry

Traveled with partner
Disliked: Staff & service, amenities, property conditions & facilities
We travel to Mexico every year, this year was a disappointment. A wait for every restaurant and quality of food terrible. Staff don’t seem eager or available to help at all. We had one employee stand out and that was Isabella who brought us drinks at the pool. Bartenders at the pool didn’t even want to serve at swim up! Room was remodeled but shower window was leaking and no one came to fix it. Definitely not a property I would recommend a
Stayed 4 nights in Feb 2024
Response from Management area on Mar 5, 2024
Hello Mr. HenryPlease accept our sincerest apologies for any inconveniences you encountered, from lengthy restaurant waits to issues with food quality and service.Your feedback regarding our staff's availability and willingness to assist is concerning, and we will address this with our team to ensure a more attentive and proactive approach in the future.We're glad to hear that Isabella stood out with her exceptional service, and we will be sure to recognize her efforts. Regarding the maintenance issue in your room, we apologize for the oversight and any inconvenience caused. Rest assured, we will investigate and take necessary steps to prevent such occurrences moving forward.Thank you for bringing these matters to our attention, as your feedback is invaluable to us. We remain at your service

6/10 Okay

Ryan

Traveled with partner
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
4th time to property. Beach is nice, food was not great. Our favorite restaurant, Oceana was limited to “preferred” members only. We did not know this. Other restaurant choices were limited and not near as good. Sushi was good.
Stayed 5 nights in Feb 2024
Response from Management area on Mar 5, 2024
Hello Mr. RyanThank you for being a loyal guest and taking the time to share your thoughts with us. We’re glad to hear you’ve been enjoying the beach lately.We apologize for any inconvenience you may have had with dining availability. Your feedback on Oceana's exclusive preferred guests who booked a Preferred club room will be shared with our team for review and improvement.We are happy to hear that you enjoyed the sushi and will pass on your compliments to our F&B team.We remain at your service

10/10 Excellent

Michael

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Secrets staff made my wife’s birthday very special and we loved our visit
Stayed 4 nights in Feb 2024
Response from Management area on Feb 26, 2024
Hello MichaelWe are delighted to hear that our staff helped make your wife's birthday special during your visit to Secrets! Creating memorable experiences for our guests is always a top priority for us. Thank you for choosing to celebrate such a special occasion with us. We hope to have the pleasure of welcoming you back for more wonderful experiences in the future!I remain at your service

8/10 Good

Patrick

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful place that is very well kept. Dinner buffet was less than desirable but breakfast was better. The restaurants on site were all very good. The entertainment staff, Zayra, Edgar and Vanessa were absolutely outstanding. Above and beyond and just downright fantastic!! My biggest complaint was the pool situation. They were FREEZING!!! Never have I been anywhere where the pool wasn’t heated for the winter. The ocean was warmer water than the pools. Made the stay much less enjoyable than it could have been.
Stayed 6 nights in Feb 2024
Response from Management area on Feb 26, 2024
Hello Patrick,Thank you so much for your wonderful review! We are thrilled to hear that you loved your stay at our resort and enjoyed the beautiful beach, fun pool, and excellent service. Your kind words mean a lot to us, and we would be delighted to welcome you back for another amazing experience. I remain at your service

10/10 Excellent

Summer

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We loved this resort! The beach was beautiful and the pool was fun. The service was excellent! Really didn’t have any complaints. We had an absolute blast! Would definitely definitely go again.
Stayed 6 nights in Feb 2024
Response from Management area on Feb 26, 2024
Hello SummerThank you so much for your wonderful review! We are thrilled to hear that you loved your stay at our resort and enjoyed the beautiful beach, fun pool, and excellent service. Your kind words mean a lot to us, and we would be delighted to welcome you back for another amazing experience. I remain at your service

10/10 Excellent

Timothy

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent service and beautiful setting.
Stayed 3 nights in Feb 2024
Response from Management area on Feb 26, 2024
Hello Timothy,Thank you for your kind words! We're thrilled to hear that you enjoyed the excellent service and beautiful setting during your stay with us. We hope to welcome you back again soon for another wonderful experience at our resort.I remain at your service

8/10 Good

Mark Wayne

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
People was nice and helpful, except for Carlos from Expedia. He didn’t do one thing he told me he’d do, but he’s an Expedia employee, not a Secrets employee
Stayed 3 nights in Feb 2024
Response from Management area on Feb 26, 2024
Hello Mr. Mark WayneThank you for sharing your experience with us. We're glad to hear that you found our staff to be nice and helpful, although we apologize for any inconvenience caused by Carlos from Expedia. While he is not directly affiliated with Secrets, we value your feedback and will share your comments with the appropriate parties for further review. We hope to have the opportunity to welcome you back for a better experience in the future.I remain at your service

8/10 Good

Paul Russell

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service
Beach front property was great. Didn’t care for all the sales pitches. They need to redo their beach chair setup. Not near enough seating and guests start informal reserving the night before. At some point this could become controversial
Stayed 7 nights in Feb 2024
Response from Management area on Feb 26, 2024
Hello Mr. RussellThank you for sharing your experience with us. We appreciate your feedback regarding the sales pitches, and we'll be sure to communicate this concern with the relevant team for further review. We're glad you enjoyed our beachfront property and apologize for any inconvenience caused by the beach chair setup. Your comments help us improve, and we hope to provide a better experience on your next visit.I remain at your service

6/10 Okay

Gayla

Traveled with group
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The property needs updated. Our room had a broken safe which we asked to have fixed 3xs, but nothing was done. Beach chairs "reserved" for preferred guests were allowed to be claimed with towels all day which started as early as 8 am. We did not find 4 chairs for our group to sit together the entire week. The food on the property was very disappointing--very bland, but the drinks were good. Staff was nice and helped us with excursions, but rather surprised with the cost of add on special dinners/events. The massage is definitely worth the cost--best I have had!
Stayed 7 nights in Feb 2024
Response from Management area on Feb 26, 2024
Hello GaylaThank you for sharing your feedback with us. We apologize for any inconvenience you experienced during your stay. We appreciate your comments and will take them into consideration as we strive to enhance the overall guest experience. We hope to have the opportunity to welcome you back in the future for an improved stay.I remain at your service