Ratings based on 1,085 Verified Reviews

4.1 out of 5
80% of guests recommend
4.3 Room cleanliness
4.4 Service & staff
4.2 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from phoenix

Great snorkeling right outside your door

Posted Sep 13, 2017
after reading some of the reviews , I was a little nervous when I arrived, but I have to say I really loved this resort. The food was very good ,the dance club was awesome, the drinks were top shelf. The snorkeling in front of the hotel was great! Sunsets from the sky bar along with a coconut martinis were epic. I would definitely go back! The only downfall is there are mosquitos so bring bug spray and you'll be fine!
Comment from Hotel Management
Sep 15, 2017 by Management area, Hotel Management
Dear Jim, Thank you for choosing to stay with us. We were happy to see just how much you enjoyed the facilities, location and the service provided by our friendly staff who are passionate about looking after our guests and creating memorable experiences. We look forward to welcoming you back soon.
3 out of 5
Recommended
for Couples
by A verified traveler from San Diego

Beautiful grounds, Hotel Staff excellent.

Posted Sep 6, 2017
Pros: Liked the food, the pools, the staff and service in our room. Asked for more water and we got plenty. No kids. The preferred section is the best.
Cons: The tile. So slippery, our friend fell! The outdoor furniture by the preferred pool. Very sharp. I scraped my leg and had to call paramedics.
Location: Rent a jeep and tour the island. The jeeps are questionable. No seatbelt! Snorkeling is great and if you dive it will be fun.
We had a great time at Secrets. We had stayed at Secrets in San Jose cabo and this one was better. We went on a snorkeling trip arranged by our friends and it turned out to be a great adventure. Arrived on time and our room was ready. The tile is very slippery. Be careful if it is wet. You definitely need water shoes. The rocks in the ocean are sharp. We didn't have a a door on our toilet. But, we figured out how to have privacy. The maid did a wonderful job cleaning our room. Mosquitos are terrible. Based on the time of the year we knew we would have some. Bring repellent. They do provide some, but the one we brought was better. I suggest bringing water repellent bandages. They don't sell them and the ones in the U.S. are better. Just in case you have a cut. Like I did.
Comment from Hotel Management
Sep 12, 2017 by Management area, Hotel Management
Dear Guests it is obvious that we failed to meet your expectations on several points. I wish to reassure you, that I have shared and are trying to address your comments with our Department Heads to ensure that we take all the necessary actions to improve our services. I remain at your service. Eduardo Betancourt
1 out of 5
by A verified traveler from Tulsa, Ok

Horrible stay in a beautiful place!

Posted Sep 1, 2017
We had no hot water for days and then no water at all. Someone from the staff opened our safe (after triple checking it was closed) because of previous reviews I read. $600 was stolen and they locked me out of the safe and told me to call security to unlock. I called them as soon as I realized it and no one came. Good thing I wasn't being attacked when I called. The manager was avoiding us. We called for him at least twenty times and stopped by the desk to ask for him several times. Food was disgusting. There were six of us traveling together and five of us had food poisoning. We made trips into a pharmacy for medicine but our trip was pretty min ruined as someone was sick every day. The drinks were ok. They do not blend frozen drinks well. The pool was always dirty. Trash and dirty plates around the resort at all times and sometimes the same dirty glasses by the pool for two days before being picked up. Lastly, the mosquitos were unbelievable. You could not be outside our eating a meal without being covered in them.
Comment from Hotel Management
Sep 12, 2017 by Management area, Hotel Management
Dear Thank you for taking the time to write a review about your stay at our resort. We value your detailed suggestions as our guest’s feedback is truly important to 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 hope you can contact us to help you with everything and give you all the info you need. I remain at your service. Eduardo Betancourt
2 out of 5
Recommended
for Everyone
by A verified traveler from Arkansas

Going downhill

Posted Sep 1, 2017
Pros: adults only
Cons: get rid of the time share people and the chef
Location: beautiful beach area but pretty far from town. Nothing is nearby so you have to rent a jeep or get a taxi
This was my 7th time to stay at Secrets. It seams that each time I return, they go downhill a little more. It was very disappointing to find only breakfast buffet this time. We've always enjoyed a made to order fresh breakfast to start our day. The room service food always arrived cold and inedible. This was the first time my husband and I have gone on vacation and LOST weight. The room was very comfortable except the a/c kept freezing up and quitting. WATCH OUT FOR THE TIME SHARE people. 90 minutes of my vacation...they don't know how to tell time. They ruined almost 3 hours
Comment from Hotel Management
Sep 12, 2017 by Management area, Hotel Management
Hello Mr. Toni, Thank you for taking the time to write an informative review about your stay with us. We have taken notes of the inconvenience with the food option we offer as you could see we have 4 restaurants and we have a special food station and special parties which offer you buffet options. We are also sharing the words about the time share company to avoid this in our property. Once again we apologize for the inconvenience. I remain at your service. Eduardo Betancourt
4 out of 5
Recommended
for Couples
by A verified traveler from SAN ANTONIO TX

Nice hotel close to the beach and other resorts

Posted Aug 29, 2017
Pros: the swim up pools from the rooms
Cons: more shows, entertainment at night
Location: they had another resort next to this one that we were able to use all their facilities like the restaurants, bars pools etc..
Celebrated our anniversary in this adult resort only, was pretty good for relaxing no noise no kids very nice!
Comment from Hotel Management
Sep 12, 2017 by Management area, Hotel Management
Hello Mr. Toni, Thank you for the great words about the location which offers to our guests a great beach area and wonderful views. we also thank you for the great words about our swim up rooms. Thank you for mentioning one opportunity area, we are going to forward this to our entertainment manager. We appreciate your objectivity and we are going to continue working to offer you even better services and facilities. I remain at your service. Eduardo Betancourt
1 out of 5
by A verified traveler from Philadelphia, PA

No hot water, poor service, bad food, & bed bugs

Posted Aug 25, 2017
Pros: A couple of the staff members were great, and clearly trying their best to provide good hospitality and service in a broken system.
Cons: So much; see experience report.
Location: The location is awesome for scuba diving; we used Dive House, which is one of two on-site providers, and they were awesome.
We had a terrible experience; the shower water was cold, even after multiple calls to maintenance over many days - their system just can't handle heating enough water when many showers are running at once. The service was inconsistent and often poor - some staff were actually great, but others horrible, and we often had to call to request something multiple times before we actually got it (we're still waiting on some feather-free pillows we requested 4 times over many days but no one delivered). The food quality is not up to my standards (not even close), though some might not mind it. We got eaten alive by bed bugs one night. And I nearly broke my arm when I slipped in their hallway, because their cleaning staff left soapy water all over the floor; and when they came to help me, they pushed to get me to sign a release form, absolving them of all liability for any injury. Overall, the experience was awful, and the resort felt cheaply built and poorly managed.
Comment from Hotel Management
Aug 28, 2017 by Management area, Hotel Management
Dear Brian, Thank you for sharing your opinion with us. We appreciate your words it helps us to identify some of the opportunity areas, you can be assured that the necessary re-training measures are being instituted to prevent recurrences in the future. We hope to have a second opportunity to host you in the future. I remain at your service. Eduardo Betancourt
5 out of 5
Recommended
for Couples
by A verified traveler from Bentonville, AR

I will stay at Secrets again.

Posted Aug 25, 2017
Pros: Adult only is nice. Nice linens on the bed. Good food and variety. Good diving experience but be sure to demand good equipment.
Cons: Cleanliness of the room. What I would call deep cleaning in the bathroom and furniture. It was ok but just not a high standard of clean.
Location: Good location for diving. Other then that I did not venture away from the resort.
I travel to Cozumel twice a year for diving. My usual hotel was booked up so I stayed at Secrets for my first time by chance because of a good deal for the week. I dove with Palancar Scuba located on the grounds. Secrets beat my former lodging with the room and food being much better. The room could have been cleaner and needed a detailed cleaning. The restaurants were clean, good variety and better quality. Restaurant staff were excellent. It was nice staying at the adults only resort. There were no negative issues that I experienced. The pools and grounds were well maintained but showed a little age. There were always chairs available at all of the pools and beach. There could have been more umbrellas available for shade. The beach is fine with sand but if you're going into the ocean from the beach be sure to bring water shoes to protect feet as there is rock scattered in the swimming area. The diving experience was great and the dive masters did a fine job. Their equipment could have been better maintained. The equipment is not kept on site so the boat brings it in every day. You do not always get the same equipment; i.e.: BCV, Regulator. That became an issue on two occasions when the BCV velcro was worn and not sticking well. The second was a regulator that was needing repair - it was replaced immediately. Dive boats were excellent and overall the diving experience was what I expected. I plan to return to Secrets in February.
Comment from Hotel Management
Aug 28, 2017 by Management area, Hotel Management
Dear Dennis, Thank you for your comments We were 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 having the pleasure of having you back home in the near future. I remain at your service. Eduardo Betancourt
5 out of 5
Recommended
for Everyone
by A verified traveler from phoenix az

Posted Aug 24, 2017
The only things I'm not happy is that they didn't have tv so I can watch sport while at swimming pool. Everything else is good.
Comment from Hotel Management
Aug 28, 2017 by Management area, Hotel Management
Hello Mrs. Anthony, We appreciate your suggestions and we are happy to read that you enjoyed your stay. We are going to be sharing this with our management area. We hope you can visit us in a near future. I remain at your service. Eduardo Betancourt
1 out of 5
by A verified traveler

horrible place - not updated - food mediocre

Posted Aug 23, 2017
horrible place - not updated - food mediocre - sold us a room that they didnt have, had to sleep on a cot. horrible experience. stay away at all costs.
Comment from Hotel Management
Aug 28, 2017 by Management area, Hotel Management
Hello, We appreciate your opinion about your stay. regarding the rooms have taken notes of the inconvenience with the updating. We also read about the food and your feedback have been shared with the F&B manager. We hope to have a second opportunity to host you in the future, We are sure we are going to be able to reach your expectation in the future. I remain at your service. Eduardo Betancourt
5 out of 5
Recommended
for Couples
by A verified traveler from Sydney, Australia

Amazing hotel on a private beach

Posted Aug 23, 2017
Cons: Maybe more options for restaurants, especially during lunchtime
Location: Didn't even need to leave the hotel because it was so relaxing, and there were heaps of activities to do on the beach, would recommend parasailing!
Loved our stay here, we were in a preferred ocean view room. Preferred rooms are definitely worth it because you get another entire pool area and pool bar as well as separate, nicer chairs on the beach. Loved the French restaurant, buffet breakfast and the sky bar & sushi.
Comment from Hotel Management
Aug 28, 2017 by Management area, Hotel Management
Dear Sydelle, Thank you for your feedback. We were 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 having the pleasure of having you back home in the near future. I remain at your service. Eduardo Betancourt
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