Ratings based on 1,671 Verified Reviews

4.7 out of 5
94% of guests recommend
4.8 Room cleanliness
4.7 Service & staff
4.7 Room comfort
4.8 Hotel condition
Expedia Verified Reviews
4 out of 5
by A verified traveler from Washington, DC

Posted Aug 15, 2017
Cons: engagement- training for staff
Location: Your question is not clear to me regarding review of hotel service
I was staying in this hotel before and was so satisfied. In this trip I noticed significant differences than my other visits: 1) Food (specially beef) was not good; 2) I broke my toe in the sea (high wave), life guard did not provide any help; 3) Hotel staff said, our doctor can provide you his opinion for $144 (about my toe); 4) Hotel did not offer any help for my broken toe; 5) No access for people to different part of hotel for handicapped people with wheel chair - in occasion I noticed staff were picking up a woman with wheel chair to go up 2 steps and sit in shade)' 6) I requested 15 minutes late check out (at 12:15 pm instead of 12:00)- my request was denied strongly (even they knew I have been there so many times); 7) Around pool area was dirty most of the time (staff would not pick up the reaming food around and birds were helping themselves - which can spread disease around easily- staff were so busy to supply more drinks around and get more tips). 8. There was possibility of a big storm - MANAGEMENT DID NOT COMMUNICATE WITH GUESTS ON THIS REGARDS AT ALL. I could say, I was not satisfied with my stay in 1 said 5 stars hotel- I give them only 3 out of 5.
5 out of 5
Recommended
for Everyone
by A verified traveler from Denver, Colorado

Awesome vacation!

Posted Aug 14, 2017
My husband and I went for his 21st birthday and we had an amazing time! They try to upsell you right when you check in but other then that everything was free and we weren't pestered about anything else. View and room were absolutely stunning! It's the newest hotel on the strip and everything was in tip top condition! Never saw the staff not smiling.
Comment from Hotel Management
Aug 16, 2017 by Social Media Coordinator & Econcierge, Hotel Management
Unfortunately we can see that you did not enjoy all the services we provided to you and your family. We apologize for any shortcomings in our end. The areas you have raised are under close revision with the Department Heads.
5 out of 5
Recommended
for Couples
by A verified traveler from Boulder, CO

Beautiful modern hotel right on the beach

Posted Aug 12, 2017
The staff was very friendly, our room was clean, spacious and modern. We enjoyed the a la carte dinner restaurants and didn't have to wait long for a table. The 3 pools were warm and inviting and the gym is amazing. The spa is overpriced, but that's what you expect. The only downside was that room service was generally pretty slow, but considering it is available 24 hours, it's still a good perk to have.
Comment from Hotel Management
Aug 12, 2017 by Social Media Coordinator & Econcierge, Hotel Management
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 here.
4 out of 5
Recommended
for Everyone
by A verified traveler

Great place but be careful of food

Posted Aug 10, 2017
girlfriend got sick with another girl. she was sick, throwing up for 2 days of the 4 days. bed ridden. hotel paid for doctor to get her better.
Comment from Hotel Management
Aug 12, 2017 by Social Media Coordinator & Econcierge, Hotel Management
We appreciate your kind comments regarding the bad and the good about our resort.
5 out of 5
Recommended
for Everyone
by A verified traveler from Colombia

True all-inclusive hotel with kindness extra

Posted Aug 10, 2017
Pros: The friendly service from the employees always
Cons: Perhaps less emphasis on selling memberships and additional services
From the beginning to the end, we feel the interest of all employees to generate happiness to the guest.particularly stress we had a situation with a family member and we were served with all speed and efficiency.
Comment from Hotel Management
Aug 11, 2017 by Social Media Coordinator & Econcierge, Hotel Management
We would like to thank you for taking the time to post a review of your experience with us. It was a pleasure being your hosts during your recent gateway to the Mexican Caribbean.
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Aug 8, 2017
This hotel was a great choice for our trip to Cancun. It was the perfect combination of relaxing and fun. The staff was top notch and always happy to please. The room was spacious and beautiful. The only downfall is that the bed was not very comfortable. If we return to Cancun again, we would definitely choose this resort again.
Comment from Hotel Management
Aug 8, 2017 by Social Media Coordinator & Econcierge, Hotel Management
We really appreaciate your comments, thank you for sharing them with us.
4 out of 5
Recommended
for Everyone
by A verified traveler from Springhill, La

Clean hotel

Posted Aug 7, 2017
The hotel was clean. Most of the rooms were not ocean front though. It was just a side view. And the hotel did not keep all of the peddlers from bothering you constantly during the day. It was frustrating and they were very persistent. There wasn't much going on at night. One night there was a wedding and they played the music until midnight. We had to be up at 3am, so we weren't very happy.
Comment from Hotel Management
Aug 9, 2017 by Social Media Coordinator & Econcierge, Hotel Management
We have taken note in our opportunity areas kindly mentioned on your overview. Please feel confident that we will take the proper measures to prevent reoccurrences like this in the future.
5 out of 5
Recommended
for Couples
by A verified traveler from Douglasville Ga

Great hotel! On the beach and very clean.

Posted Aug 4, 2017
Pros: Food, staff, pools, access to beach, and the cleanliness was outstanding.
Cons: Seat in shower
Location: Cancun secrets the vine. The market and the beaches. Also lots of water things to do that were very close.
So nice to be at pool with no screaming kids. Loved the spa and all the restaurants and pool. Staff were excellent! All were very nice and checked on you often. Also a very secure hotel. Felt very safe the whole week. Would definitely recommend this hotel.
Comment from Hotel Management
Aug 4, 2017 by Social Media Coordinator & Econcierge, Hotel Management
Many thanks for taking the time to leave your kind words and observations following your recent stay with us at Secrets The Vine Cancun. 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 have the pleasure of having you back home in the near future.
5 out of 5
Recommended
for Everyone
by A verified traveler from Boston,Ma

Beachfront activities, best views, amazing hotel

Posted Jul 29, 2017
We met a waiter named William he was amazing. We did an upgrade of buying a bottle of champagne and he would set up a dinner for 7 of us in the mos beautiful location. By the pool and it was amazing, he got us whatver we needed. Great guy! This hotel was so nice and the staff is so hands on.
Comment from Hotel Management
Jul 31, 2017 by Social Media Coordinator & Econcierge, Hotel Management
We look forward to have you back at Secrets The Vine, your home in the Mexican Caribbean.
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jul 29, 2017
Pros: Courteous hotel staff
Cons: Taste of food
Very nice hotel; centrally located; courteous staff; area of opportunity-stronger drinks and better tasting food
Comment from Hotel Management
Jul 31, 2017 by Social Media Coordinator & Econcierge, Hotel Management
We thank you for taking the time to share such a wonderful review of your experience with us.