Secrets Aura Cozumel - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

7262 reviews

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  Worst Secrets Resorts I've been to. I've been to almost all of them.

  The room was very nice, we were right on the beach. Beach was beautiful. On the other hand, the food was awful. It's the worst I've ever had at a Secrets resort. The staff was not very friendly. The New Year's Eve party was a lot less than expected. I will not be coming back to this resort.

  Jan 02, 2025
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  Don't even think about booking this unless its under $1000 for a week.

  We started our 7 night stay, booked through Air Canada Vacations on 12/24. Flights were fine. But I should note that ACV and Air Canada are completely separate entities, so don't expect to be able to use your AC status for anything. We opted to take a taxi to beat the line for the transfer. As we had booked an ocean front swim up preferred suite, we were eligible for check in at the preferred lounge instead of the main lobby. This was a decent experience. We were put in room 1211. Upon getting to the room, we found that it had not been cleaned, the TV didn't work and the door fell off the fridge when I opened it. Back to the preferred lounge I went. They moved us to room 1115. The condition of this room was much cleaner so we took it as they said that was the only option left. It was not a preferred room, nor did it have an ocean view, but as we still had the preferred amenities, we decided to make the best of it. On day 3, we finally found an ACV rep at the resort next door and made some complaints about not getting the room we had booked. He was able to get us finally moved into our booked room (1413) starting on our 5th night. Now for the resort. For the most part, the staff tried their best. Room service was quick and decent 24/7. But this resort is a far cry for the advertised 5 star. Maybe a 3 star if you plugged your nose and squinted a bit. Common areas were all dirty. Most of the public access restrooms were unusable, which was a shame, because the toilets didn't flush consistently in all 3 of the rooms we were in. Many parts of the resort constantly smelled of open sewer. The food was horrible. We ended up taking $40USD return taxi rides to Cozumel a few days for lunch or dinner. And the taco place across the road from the main gate is absolutely amazing. With preferred access, you can go to the resteraunts at Sunscapes and Dreams next door. So that's a help as the food at Dreams was decent. If you didn't pay the extra for preferred, you would have way less options. Now for the highlight of the trip, and this may sound funny, but the resort is 100% non smoking. They have a smoking area with a few tables beside the tennis courts. We were able to meet people in this area. Some of the best people you could spend a Christmas vacation with, from all over the world and collectively smoke cigarettes, cigars and complain about how horrible this resort was. With out this, we would have probably packed up and got an AirBnB in Cozumel or something. This was our first stay at a Secrets resort. As far as their marketing goes, it looks amazing, but you can't believe what it looks like online. This place is in a serious need of a rebuild. Or it needs to be downgraded to a 3 star so you know what you're getting into when you book

  Jan 02, 2025
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  Not Delighted

  This resort needs a lot of maintenance and care. Our room was musty smelling, chipped paint and floors, and no ceiling fans anywhere. Lighting in the bedroom and over mirrors is not good. The Market Cafe staff were excellent but little things like a dying poinsettia plant next to the grill day after day is not excellent. Arrivals and checkin take too long with only one person on staff at busy times. The resort has many more “sales” agents focusing on new business sales and not the existing guests. Entertainment focuses too much on scantily clad young girls and not enough on talent especially at Christmas. The Preferred versus not is not well advertised or acceptable. The major seafood restaurant “Oceana” in our all inclusive resort should be available to resort guests.I would understand if it was in a sister resort but not the one I was staying in. Unacceptable to have to walk by it at breakfast time and not be able to use it. Kayak and paddle board use was intermittent as the attendant was not there during all specified times. Premium liquors and wines only included on brand of wine unless an up charge. It was not a premium wine. Sky Bar and Gohan restaurant hours were definitely not acceptable. Should be open very evening and especially on weekends.

  Jan 02, 2025
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  Worst Resort ever!!!!!!

  We researched several resorts for Cozumel, we wanted luxury, premiere service, amazing accommodations and a nice suite, I paid $8000.00 Canadian for a junior premier suite Oceanview, that's all they had available, from looking at the pictures, I thought we had made a great selection and we were excited to have a great vacation. When we arrived, we had to wait along side everyone else, no one greeted us or asked us if we were preferred, I asked and then immediately was taken to the premiere lounge. Once we signed in and went to our rooms, no offer of help with luggage, we were immediately disgusted with our suite. Very old, dirty, the furniture was old, cracked and not appealing. We left our luggage and immediately went to the lounge to ask for a better suite. Although not available on the website, they did have a premiere suite available, king size bed, clean, new furniture, amazing bathroom with soaker tub, separate shower, separate toilette, cheese tray, champagne but if we wanted this suite we would have to pay an additional $1,800.00 US, which we did because I could not have stayed in the suite offered for a week. This is not a five star resort, please if you want luxury, service, amenities, nightly entertainment, this is not the place. This hotel is non smoking and they make you sign a paper to that effect and will charge you $3000.00 US if you do. You cannot even smoke on the beach, nor your balcony. They do however have a smoking pit, dirty, disgusting, never cleaned and they turn off the lights whenever they want. In the morning, they turn off resort lights so we cannot see anything, don't know where you are going and it is very scary. No need to call and complain, they do nothing. So many people during our stay had the same complaints, the restaurants are not good, the portions are small, when they run out of a certain liquor, it is not replaced, they just tell you they don't have anymore. So many great suites available but they use these to they can charge you additional on your stay. One couple have a presidential suite and a honeymoon suite, larger than ours not half the price? How can that be! Please if you are looking for a nice place to stay with good service and friendly people, do not book this hotel, it is nothing more than a 2 star, save your money and run to a better resort, there are plenty, but this Hyatt resort needs to do something not only for the pleasure of their guests but for safety as well. This was a vacation from hell, if it wasn't for the people we met and had fun with, this would have been the worst vacation ever. So much more to say but will write to Hyatt and Air Canada Vacations as this was not good at all, Hyatt Hotels do not care about you, they only want your money and to hell with luxury, customer service, food quality and safety, Hyatt you need to do better. Good Luck to anyone that books this resort.

  Jan 01, 2025
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  Great experience in Cozumel!

  We celebrated our 30th anniversary at Aura Cozumel and the experience was wonderful. All staff contribute to that perception but Leslye from UVC is worth mentioning; Luis and Raymundo at Bordeaux (ask about the lobster dinner); Alejandro and Gaudencio in Oleo (great Christmas dinner); Samara at the Preferred Reception and the bartender Heber; Sofía, food and beverage manager; Marco, a great guy with the golf cart; Rosana and Kenya at Market Café; Estela, Leonardo and Kristel at the Italian restaurant; and Clara in Gohan. Thank you very much for your excellent service.

  Jan 01, 2025