Secrets Aura Cozumel

Secrets Cozumel was my first experience at an all inclusive resort, and overall it really was a treat. The beachfront location is beautiful, with multiple restaurants on site offering seating that overlooks the water, which made meals feel relaxed and special. Our room had a large balcony with a daybed, perfect for lounging and enjoying the view. The bed itself was incredibly comfortable with some of the best pillows I have slept on, and the air conditioning worked very well, almost too well since we could not figure out how to warm the room back up. Customer service was very mixed. About half of the staff were extremely friendly, welcoming, and genuinely helpful, while others came across as dismissive or uninterested. Room service was especially confusing. It was difficult to figure out how to order, and the employees we asked did not provide clear guidance, so we ended up calling a restaurant directly to get help. The bellman was also very insistent on handling our luggage, which felt a bit pushy. The property itself is expansive and nicely maintained, but it is easy to get turned around at first. Check in took far too long, which was frustrating after traveling. Overall, it was a nice experience with great amenities and a beautiful setting, just with some minor but noticeable service issues that kept it from being a perfect stay.

We loved our time at this sweet quaint resort. It's nothing fancy but it's very nice. Top shelf liquor, excellent selection of canned beer, wonderful staff, decent food and amazing clean stunning beach. Every morning we'd have breakfast at Market Cafe and Kenia was a lovely hostess. We loved seeing her smiling face every morning. What a gem! Rene and Alberto were wonderful waiters! I wish I had kept record of more names because the service is what makes this place stand out (that and the beach). We also loved the on-site shops, especially Diamonds International.....I didn't treat myself.....this time. And Coco Cafe was a very nice treat everyday.

We have been to Cozumel 10 times and always stay 7 to 10 days at a local resort. This time we tried Secrets and we were serisouly disappointed. From the very first moment I was hounded to do a time share talk and I could not shake the lady off of me for 3 days. The restaurants were a HUGE problem. No exaggeration here...they were not ever open! When the buffet happened to be open, it had the most awful choices and was cold. I tried EVERY single day to make a reservation at ANY of the restaurants and they were always booked. We ended up spending way more money than we had anticipated eating in town, because we simply could not find options at our All Inclusive Hotel. That is infuriating to me, because we spent good money to be there. I would NOT recommend this hotel to anyone who wants a nice easy going all inclusive experience. We tried to give Secrets a chance, but they failed miserably. We will be returning to Iberostar where we have always had a good stay.

Resort was beautiful. Room view (swim up pool room) and pool great. Inside of the room was bad. Lengthly list of broken items and not clean. General mold smell and visable mold. I liked the resort, but would not stay there again based on the room condition. Beach was amazing along with the view. Many parts of resort are reserved for upgraded memberships, which is very high pressure to buy into when you arrive. Not what I wanted to experience when we arrived. Employees are friendly. Lots of restuarants but not all are open on any given lunch/dinner. Limited options depending on the day and time. Snorkling right off the beach was perfect.

We arrived December 27th and stayed through January 5th. The resort is nice but definitely needs some updating and maintenance but the rooms and resort are clean and nice. But we made the best of it as we always do. It's all about your attitude! ||Here's what made our stay great - the staff! We can't say enough great things about the wait staff at Oceana (the preferred breakfast restaurant). Rosana, the hostess was fantastic! She was always smiling and did everything she could to brighten our mornings! And. . . . Sergio was the BEST waiter ever. We enjoyed talking with both of them and learning about their families and lives. The last few days, they had our "regular" table decorated ready with our mimosas and screwdrivers and shot glasses for our morning tequila! What a great way to start every day! Additionally, Vickie was our pool waitress most of the time and we loved getting to know her as well.||Additionally, the entertainment crew was awesome! Full of energy, smiles and fun! Heydy, Wendy and Medalea worked so hard every day to make our experience enjoyable and fun! They went above and beyond, especially on New Year's Eve and New Year's Day. ||Don't expect 5 star accommodations, but do expect EXCELLENT service from all of the staff. They are fantastic!

This is my third stay at Secrets Aura. In the past I have rented a car and found it to be a good location to explore the island from. Beautiful beach with good snorkeling right from the resort. I felt safe and enjoyed that the nights were quiet here. Staff are very welcoming, helpful, and attentive. Only reason it loses a star this time is the limited food options- the buffet was closed for 2 nights which led to extended wait times at the one restaurant that was open. I ended up going to bed without dinner one night.

I have never written a review in my life. However our time at Secrets Cozumel was truly terrible. We figured bc it was a Secrets then it would be reasonably good. We knew it was an older Secrets but to spend week here was NOT a vacation. Pools are cold, food was unhealthy and poor quality. The staff tried their best to stay positive but I don’t blame them for being grouchy. All the hotel guests complained all week and that sadly was justified. Iguana poop on the pool deck, staff wouldn’t clean it up, no chairs at preferred pool, no towels, ran out of beer, cold pools, lack of hygiene among staff serving, only 8 spots in total each night for roof top restaurant. We stayed positive the whole week but it really makes me question booking Secrets again. I have stayed at other Secrets and the experience was good. I am not wanting to spend money again at Secrets just out of principle. My son also got food poisoning, at least on the last day. We did not cheap out by selecting this resort. We paid handsomely for it and were very disappointed. If u have booked here please try to get a refund or change your plans.

It's my second time going and I love it. Wendy kept us entertained during the day with fun activities. Rooms were clean other than you'd sometimes have a wash cloth and sometimes you didn't, lol. I love the most of the places to eat you can have ocean view. We will be going back again

I'll start with what is great and wonderful about Secrets Cozumel....the resort is beautiful, clean and well-maintained. The staff is amazing, friendly, helpful and eager to make your experience unforgettable. Our room was nice and the bed and pillows were so comfortable, we slept like rocks every single night. Definitely do the "timeshare" presentation. Timeshare in quotation marks because it is not a time share, no maintenance fees, set weeks or just one week a year. It is a great vacation program that will have you traveling often that you can share with family and friends. So worth it. The bad....the food. We are big foodies and the food at the resort, even the preferred package, was just not good. No flavor and most seafood we ordered was dry and overcooked. We did enjoy the pizza place and the world cafe breakfasts overlooking the ocean. The sushi restaurant was a huge disappointment. You'll definitely need to upgrade to preferred, unless you eat elsewhere but know even preferred isn't up to most standards

If it were possible to leave negative stars I would! DO NOT, I repeat, DO NOT stay here expecting luxury or to even get the room/services you paid for. We arrived at check-in on 11/3. 1. We had booked a Preferred Club Junior Suite Ocean View Swim Out King room. This was our honeymoon and we wanted the added luxury. We did not get personalized check-in through the preferred lounge. 2. The VIP services put such a bad taste in our mouth with the OVERLY pushy sales tatics that we avoided the lobby for the remainder of our trip. 3. The bellhop then took us to our room, which we now realize was the back of the property. We were excited to get unpacked and let the week begin. Once we settled in I realized we did not have the ocean view and we were definitely lacking the outdoor day bed. We decided to just let it go and make the best of our first day. We got in the pool and swam to the attached pool bar, Manatees. It was disappointing to see there was no bartender on the pool side and my husband had to get out and walk around to the deck side to get service. 4. Day 2 we decided to stop at the preferred lounge. Our key card didn't work. There was a gentleman working inside that let us in. We told him our card did work, so he asked for our room number and name on the reservation. Once he looked it up, he told us we didn't have preferred club status. Thankfully I had my phone on me and was able to show our reservation. At this point we had been at the resort almost 24 hours and this was the FIRST time someone explained to us what happened. He mentioned a building being down for repair. He did ask if we wanted to change rooms, we told him no because we had already settled in and unpacked, I wish now that we would have switched rooms because maybe we wouldn't be in this mess. He told us we would be given a certificate for refund. That never happened. He did update our key card for access into the lounge, but we never received any of the other preferred club amenities such as the upgraded mini bar, personal concierge, or upgraded toiletries. We spoke with several other preferred club guests who received whole bottles of liquor daily and were tended to several times throughout their stay. Unfortunately we experienced NONE of that. 5. On Wednesday, I called Hyatt Inclusive to try and resolve the issue once again and get a refund on things we paid for and didn't receive. They spoke with concierge here at the resort and said someone would be down to speak with us. That never happened. 6. Friday rolls around and I spend entirely too much time on the phone and speaking with hotel staff in the lobby to actually enjoy our last full day here. Initially they wanted us to sign a certificate of refund with no dollar amount. Told them I needed a price before I signed anything. I was told by the Front of house manager that he couldn't give me a number, he would have to contact sales and get back to me. Later that evening we were called to the lobby for said refund certificate. All of that to get a refund offer that is insulting. Knowing the price difference in the room we ended up in, which is a Junior Suite Pool View Swim Out king with NO PREFERRED CLUB AMENITIES, and what we actually booked, $650 USD and a free overpriced ($300 for 60 minutes) massage isn't an adequate refund. Again, I spent almost our entire 5 day stay here politely and calmly trying to get someone to rectify this situation. I've talked with Hyatt Inclusive and FunJet (we booked through them) and both of those companies have been more apologetic than anyone here at the resort seems to be. Not to mention 2 of the nicer restaurants at the resort have been closed our entire stay. The hammocks in the ocean were never put out for use. There is so little support staff working that even with open and available tables at restaurants they put guests on a waitlist because they couldn't handle the crowd. Our room is full of mold, from lampshades to the AC vent. My husband ended up with respiratory issues and we had to use Teladoc to have meds waiting when we landed back home. There is algae growing around our swim out. I had to pick weeds from the swim deck Housekeeping rolled up a dirty washcloth and placed it back on our sink for reuse. None of this screams luxury resort nor does it reflect anything I expect for the price we paid to be here. UPDATE 11/11 Secrets Aura has refused to communicate with me as of around noon on 11/8. I also attached the room category we booked and what we actually received. Note the massive price difference, this is why we refused the initial refund offer of $650.

"Always read the reviews first" -- good advice for anyone considering this place. Search "food" in the reviews and you'll find 100+ mentions, almost all bad -- and for good reason. It's bad. But more on that later. My wife and I spent four days here for our 3rd anniversary. We had a good time overall, and there were some positives. Our preferred-level room was nicely upgraded, though not without issues -- the biggest being that there was no bathroom door, only the sliding track where one was clearly meant to go. Combine that with an extremely slow-filling bathtub, and there went our plans for romantic baths. The shower, thankfully, worked fine and met our needs. The king bed was very comfortable, and our section was quiet except for the two mini-split A/C units. They kept things cool but never completely silent. The couch, on the other hand, was awful -- low, flat, and basically unusable without a pile of pillows. The ocean views were great, the beach was lovely, and the pools were expansive and well-maintained. Towels, oddly, were a bit of a scavenger hunt. The common areas and shops were clean and attractive, as were the restaurants and bars, but once seated inside, that's where the cracks showed. In a word: bad. And not just occasionally bad -- systemically bad. This was our first (and likely last) all-inclusive resort, and the economics show. We paid nearly $3,000 for four days, and once they've got your money, food becomes a cost center, not a highlight. Oceana (dinner and breakfast): fishy fish, meager calamari, a crab cake heavy on "cake," and a dessert so forgettable I truly forgot it. Breakfast's waffle was so bad I almost spit it out. My enfrijoladas were the best thing we ate there -- and even they were skimpy on chorizo and egg. Bordeaux (dinner): the best meal of the trip, though that's faint praise. My wife's fish was still a bit fishy but edible; my braised beef was plentiful but dry and under-seasoned. The French onion soup had two tiny bread slices barely covered in cheese. Dessert? Forgettable again. Room service (final night): a "children's menu" chicken quesadilla with fries -- amusing at an adults-only resort -- and a sad burger with a pre-cooked, reheated patty. My dessert was what I dubbed "sin leches cake" -- dry sponge, foamy topping, not a drop of leche in sight. Market Café breakfast buffet (departure morning): nice setting, huge spread, but flavorless food. The main dish, discada, looked like last night's leftovers -- bits of hot dog, mystery beef, and caramelized vegetables. Tasted about how it looked. A bright spot: the coffee shop, which served espresso drinks roughly Starbucks-level (not my thing, but acceptable) and had a pleasant vibe and decent pastries. Outside that café, coffee quality dropped fast -- Nespresso in the rooms, and near-tasteless "coffee" at the restaurants. If you care about coffee, bring your own. There's a heavy upsell push right at check-in. You'll be invited to a "breakfast presentation" -- actually a vacation club pitch -- in exchange for a discounted massage or similar perk. Don't bite. A polite "no thank you" is enough, though they may try again later. You'll also get offers for "romantic beach dinners" and other extras. Given the food quality, I'd pass. Then there are "resort credits" -- a bundle of coupons that sound useful but aren't. Most are tiny discounts on overpriced add-ons, like $10 off a $150 bottle of wine. In the end, we made the best of it and enjoyed our time together. The grounds are lovely, the staff generally pleasant, and the weather perfect, but the core experience -- food and value -- just isn't there. If you come expecting fine dining or even competent cuisine, you'll be disappointed. We left feeling like the resort itself could be great -- but right now, it's coasting on its scenery and bar menu. If all-inclusive food that tastes inclusive of everything but flavor doesn't bother you, you might love it. Otherwise, take the advice I wish I'd taken: always read the reviews first.

I would like to share my experience with the secrets aura resort in Cozumel. I had been warned by my travel agent that this resort had terrible reviews. I wanted to go for the beach and for the snorkeling which was outstanding, but that's where it ends. I paid for their top room, a rooftop oceanfront suite with a plunge pool. Upon check-in, this room was not available because that entire building was under maintenance. We were put in a lesser room, a beachfront, junior suite. This room was much cheaper than our original room and we attempted every day to get a refund for the difference. We are one week after check out and we still have not received the entire refund , they only gave us a partial credit. I called Hyatt corporate to file a formal complaint and they told me that it was up to the Resort. It was very loud every day of our stay with construction noise on the neighbouring building-drilling until 7:30 PM at night. In addition, we had to listen to competing music - the pool music with guests' music on their own speakers. It was a real cacaphony. Management said they would address it and they never did. Our room had insects regularly during the day -small ants and bugs everywhere. Room service was hit or miss. We only had turn down service one time during our entire day. One day no extra toilet paper or face cloths. The food was adequate . Breakfast at the buffet had good omelettes. However, not all the plates were very clean. Staff was mostly friendly. This is not like any other secrets Resort. It is much cheaper than any other secrets, and the quality reflects it. Nighttime entertainment was minimal compared to the other secrets resorts We did enjoy the fire show and the Mayan show. But that was it. I will not return due to the customer service regarding my full refund, the terrible noise at this resort and the suboptimal cleanliness at this resort #ghettosecrets

Our 30th anniversary vacation at Secrets was a major disappointment. We've stayed here before and always received great service, but under the new Hyatt management it feels like cost-cutting has taken priority, especially with food and alcohol. Our room had no hot water for three days, and twice after returning from our dives, we had no running water at all. Several restaurants were closed, leaving limited dining options, and the only alcohol available was low quality. The staff members were friendly and helpful but we will not stay here in the future.

This is a hard review to write, as it wasn't 100% bad or good. You arrive and check in and the desk area is actually beautiful! Then you get taken to their lounge area so they can upsell you their packages. I'm not interested in a pitch the minute I got there, as well as, I wasn't there for a timeshare type presentation. I paid in full for my room! Mind you the resort was only at 65% capacity, which made for doing a lot easier! You won't get your keys until you are done and that's just an immediate turnoff. You get a map area (many areas are off limits unless you have upgraded your package). Many restaurants are also only for the upgraded guests. It's very odd for an all inclusive! Finally in my room and it's massive! The balcony looked onto the lazy river and then onto the sea, perfect! It was clean and comfortable. The hot water in the shower did not work, but the hot water in the bathtub did work, so I had to improvise for showering. The balcony slider did not close all the way, which caused steam and fog to enter the room, making the floors super slippery, be careful! The buffet for breakfast was pretty limited, but it does the job! Try the Mexican coffee, it's very lovely! I guess there was a coffee shop there, but it was only for those that upgraded as well, which makes no sense! The French restaurant was incredible and I really enjoyed my meal! Room service is offered for free all the time (cash for tip). There are multiple pools (again you can't go to all if you didn't upgrade). The towels are in basket type bins around each pool, but don't have many towels available. Grab them when you can! They aren't marked so it's a bit difficult to find! You have servers at the pool by the beach that will bring you cocktails (bring your own yeti or Stanley for less refill times). Everyone expects a tip for every exchange, so bring your dollars. There were a few shows on the beach, the fire show was cool, although, there was only about 25 people that went to watch it! There are many bars that do have more premium liquors, so that was never a problem. I walked to Paradise Beach Club one day and I really enjoyed that day, all inclusive day pass (no hotel) and it's worth it! All in all, it's no frills, but it's not terrible.

If you're looking for luxury, this is not the place. It was very poor value for the price versus what we got. The resort is in need of updating, which they're in the slow process of doing, but that's not the only issue. Check-in took 1 hour and 45 minutes (and it was not that busy). We upgraded to Preferred, so we expected better service at check-in. When we asked if there was a problem with the room, they said no. When we asked why it was taking so long, they said they were just being very careful with our luggage. Giant eye roll. Really?? They also tried to sell us a timeshare while we waited, and didn't like our answer of no. Our initial experience with the staff was that they were condescending and pushy. When we finally got into our room two hours after our check-in time, it was... okay. I was disappointed by the mold in the shower. The phone didn't work, and the fridge door was broken. But the room was clean, the bed was super comfy, and the views of the pool and ocean were gorgeous. Housekeeping was inconsistent. Sometimes they replenished what we needed and sometimes they didn't. The housekeepers were very sweet, though. The food, no matter which restaurant at the property we went to, was completely underwhelming. No flavor, often overcooked, and they offered basically the exact same food at all the buffets. With Preferred status, we could eat at the sister properties Sunscape and Dreams next door, and it was the same story there, too. Bland. Service was extremely slow across the board, too. The drinks were also disappointing. Liquor was slightly better than bottom shelf. Often what I ordered didn't taste right. The app, which they were so hyped up about, didn't really work. We couldn't use it to order room service or other amenities (we could "add to cart" but no button to check out). The map of the property was terrible. Hours of the restaurants were inaccurate. What was good about the resort? It was peaceful and quiet. The landscaping was pretty. The snorkeling right off the beach was awesome! We saw SO many fish. The gym, which is housed at Sunscape, had just about everything we needed to do our usual workout routine. Most of the staff were friendly and helpful. We rented bikes and went on excursions and despite the disappointing accommodations, we made the best of it, but we would not stay here again. For what we paid, we could get so much more elsewhere!

I'll start by saying I came to this resort as a part of a girls trip I had no hand in planning. I did zero research before arriving and I'm kind of thankful for that. This is a couples resort so if you are traveling with a friend prepare for zero privacy in your room. While the staff is very sweet, the lobby beautiful, and spa enjoyable, the rooms and food leave a lot to be desired. Upon arrival to the room, there's a large window from the bed looking into the bathroom. You can reach through and touch the bath as there's no glass. The shower is separated by a half wall. Upon entering the bathroom you can see directly into shower. Safe to say my friend and I got pretty close during our stay. Nothing was Secret about this hotel. Rooms weren't cleaned in a timely manner, sometimes not at all. It rained a decent amount causing the ceiling to leak in the bathroom and the halls flooded with water coming up to our doors. Onto the food. Yikes. I would expect Mexican food to be a staple on the menus but it wasn't. Breakfast buffet was gross and unkept as everything looked to be sitting out for a while. To be expected with a buffet though. Beach/ lunch menu consisted of hot dogs, soggy quesadillas, and nachos. The restaurants were disappointing at best. Everything was flavorless in my opinion and cooked weirdly. As someone who never complains at restaurants, I was shocked. It seemed to get worse every day too. Bordeaux was the best of the options - they provided a delicious cake for our friend's bday and horchata at the end of everyone's meals. These were both good. Now for some positives, Aaron from water aerobics was a delight. Guadalupe and Paula from the spa provided relaxing massages. Very strong women! All the staff on the beach were lovely as well.

Lipstick on a pig, is still a pig! Glitter on sh*t is just shit with glitter on top! What a dump! Their website was an absolute bait and switch. Rooms look nothing like the pictures. Property is falling apart. Cheap room renovation where they painted over the old furniture. Plugs FALL out of half the outlets, the other half don't work. Mold in bedroom. No dressers in rooms. Room key had to be redone THREE times because they stopped working. No lol Overgrown property grounds. Pool falling apart, times missing and corbel around edge broken EVERYWHERE. Gotham Sushi restaurant was nasty so was Market Place Cafe, uncooked food at Oceana and unripe fruit. The power went out CONSTANTLY during our visit, FIVE times in 2 hours the first night, 4 nights in for nearly 2 hours straight! Sewer smell nightly from the bathroom, we had to put wet rags in all the drains. Sewer smells from around the property. The staff is SUPERB, the only other decent feature is that it is quiet. This property IS an adult only MOTEL, it does not qualify as a resort. The website says "Ultimate Luxury" . we are amazed that HYATT put their name and reputation here.

I would never recommend this resort to anyone. Nothing else to recommend. Being a preferred member has NO benefits also. From the first 30 minutes of our time here I was honestly ready to go home. We checked in around 2pm and our rooms weren't ready (which we knew would be the case as check in was scheduled for 3pm). Our bags were taken from us and set out in the front of the resort in the heat. Checking in was simple but shortly after we were FORCED to go speak with Hannah, who we assumed would be giving us extra information on the resort and the amenities, but we realized she was just continuously trying to sell us on "ultimate vacation packages" and we wanted nothing to do with this. Mind you, she gave us no actual information about the resort, just different excursions available and what coupons she could offer if we signed up for whatever she was trying to sell. After being swindled by Hannah, we went to the Oceana restaurant and ate while we waited for our rooms. We were given our room keys and room numbers from the front desk staff and nothing else. No instructions on where our room was or ANYTHING about the resort. Our bags continued to sit in the heat as we were not allowed to take our bags to the rooms ourselves. We then spent the next 30 minutes walking around drenched in sweat trying to find our villa. It took us asking 4 different staff members to be guided in the right direction. The rooms are ok at best. Our safe didn't work. Our fridge didn't work. The shower leaks into the room. The balcony doors locks from the outside, I locked myself out twice and thankfully my husband was in the room or I would've just been stuck on the balcony. I had to call 3 times for someone to come replace the fridge and safe and I was given attitude from the front desk staff for even asking for a new fridge. After an hour of waiting in our room for our luggage we had to walk back to the front of the hotel to get our luggage out of the heat ourselves and take it back to the room. We enjoyed the pools and the easy beach access but that was the only thing enjoyable. The drinks are super basic and the bars close entirely too early for pool bars. Bartenders left the pools at 5:30 and the pools close at 8pm....make it make sense. As far as the food goes....TRASH!!!! Absolutely no seasoning is used on ANY of the chicken dishes FYI. Not a grain of salt or pepper or garlic powder or cumin or anything. The restaurants are all incredibly small and wait times are insane. You can't make reservations you just have to show up and hope it's not an hour and a half wait. There is also no communication on wait times...we were told to go to the bar and enjoy the view while we waited. Gohan has about 12 tables total. Food was ok, best the resort has to offer. The menu does not reflect what is served and the waiter confirmed that with me. I ordered the TUNA poke bowl, and it was served with no TUNA but smoked salmon instead. Bourdeux was closed 2 of the 3 nights we stayed, so no opinion on that. Windows is small and most the seating is outside and ridiculously hot. The food was average. I ordered the filet and it was served to me raw and was 100% not a filet. They are serving a NY strip medallion as a filet. They also serve it wrapped in undercooked bacon. Nobody asked if we would like to be inside or outside we were just forced to be outside. The market cafe is disgusting!! Breakfast options were minimal and the fresh omelette station was trash. You also have to sit and eat in the heat as it is completely outside. Maid service was a waste of time. The staff just knocks and immediately walks in, doesn't wait for you to answer. They took our robes, didn't leave clean towels, didn't replace the bath mat just took it as well. They make the bed and that's it. No trash is picked up. Didn't give us waters or sodas in the fridge. All in all a huge waste of time. A huge let down, especially after the high expectations we had from a previous experience at Secrets Tulum. Being a loyal Hyatt customer, I'm extremely disappointed.

First, I need to say 3 things that are important before I go into the details of this review. (1). Don't let this review stop you from visiting other Secrets Resorts. They're not all the same. (2). I read other negative reviews online that are 100% on point with our experience. (3). Please do not choose this location for your honeymoon. You will be disappointed. As an Unlimited Vacation (Gold Plus) Member we were not offered a tour of the resort to understand where the amenities (gym, restaurants) are. The check-in building for Unlimited Vacation Preferred Members is nothing special. Definitely didn't look or feel like anything you'd want "preferred" guests arriving to. We were told to use the app on our phone. The app offers a map of the property that isn't clear at all. The app is also used for room service. Even though the app allows you to specifically type out your room service order, we never received exactly what we requested. Additionally, we got one wash cloth to use for the entire week. When we requested new ones, we were told they didn't have any. (Restaurants): You will have to walk or golf cart to Dreams or Sunscapes resort in order to eat at all the restaurants. The food is pretty much the same at all three... less than satisfactory. You're at the mercy of using the app to see the menu and hours of operation. On some days the app will tell you a restaurant is open, but when you get there, it's actually closed. (Bedroom): The property is very old and it shows. There is an unpleasant smell in the air outdoors and our bathroom smelled like rotten eggs due to the water/mold in the bathroom shower. The air conditioning unit in our bedroom was leaking water down the wall causing a puddle on the bedroom floor. Had 3 instances of finding a huge cockroach in our bedroom. (Living Room): There's no cream, no sugar, no spoons next to the coffee pot in the room. The furniture is old, and the sofa cushions lack filler so when you sit down it is not comfortable at all. (Bathroom): The shower is simply unacceptable. Clearly this location is not being inspected for cleanliness. (see photo). The mold and the smell were horrible. We were there to celebrate my fiancé birthday. I gave specific instructions to decorate the room on Monday. Someone came to our door TWICE (before Monday) and spoiled the surprise. (Amenities): There is entertainment, and you can find things to do. The Spa is nice compared to the rest of the property. The gym is small, but it does have everything you could possibly need for a decent workout. There are only (2) cabanas on the property, and you have to reserve it far in advance of your stay. The romantic dinner on the beach was just ok. I would recommend doing it on the pier because the set up they do on the beach is just not worth it. Diving seems to be a big thing for this location. I am truly disappointed and will not return to Cozumel.

Yes I recommend the facility but need to prepare guests for some oddities. The waterfront is impressive. The pool experience is relaxing- especially the adult slides. Activities (especially pool volleyball) were well run. Bed was comfy! The pain points are not end-all but irritating if expectations not prepared. 1.). Pool towels - There is a constant shortage of these. Guests get them first thing in morning then the hotel doesn't keep pace remainder of day. 2.) Elevator in admin building- It was out of service but no note or sign indicating as such. Guests stood there for extended periods before giving up and using stairs. 3.). Resort is well maintained but much remains to do. 4.). Mini bar was not stocked daily. Had to request service. 5.). Housekeeping serviced room but forgot to leave us towels. 6.). A/C works very well. But remote too it was not communicating to it when adjusted. 7.). Food is mediocre. Some good some to avoid. The kid free was nice way to relax! I would return for sure but temper my expectations.

Came for a wedding and the accommodations were fine. The problem was that the Easter weekend of the wedding there was very limited evening diners...and the one "nice" place (Bourdeux's) was closed...even the front desk didn't know they were closed. So we went to Oceaaas and they had a limited menu!?!?...and can I complain a bit about the selection of Bourbons....Jim Beam. Not that I expect Blanton, but at least Makers! I don't want to sound a prude, but if you pay for an all inclusive experience you should not have to go to the resort next door for good food (Dreams)

I've been to better adult only resort. Yes it's an older property, but the beach is nice. I get the fact that they are trying to be eco-friendly by not printing out maps but the website that they sent us did not give us a very thorough map in the property is huge. All they can say is it's on the app" Ate at The Window restaurant first night with beef tenderloins and lasagna. Tenderloin was good and tender, lasagna was not Italian . Ate at the sushi tonight; food is pretty good but restaurant very small 30 max. Have to get here early or expect to wait a while. Staff is very hospitable and overall so far ok. If you are looking for The Ritz, you will be disappointed. Room service is 24hrs however it'll take an hour to get your food. However, you can pre-order your breakfast to be delivered at a specific time. Rented a Scooter right outside of the resort for $35/day (24hr rental) and rode around the island. There is a beautiful white sand beach south of the resort called Punta Sur; very safe to travel. FYI regarding taxi's outside the airport, spot on 5 min easy walk outside terminal yet just in January raised rate to $30 from like $10 one way to Secrets; all of 20 min; still all . Call Jesus, born and raised in Cozumel , knowledgeable taxi driver, 52-987-130-0305

My wife and I stayed here for a week this summer. The phone didn't work for room service. The hotel room smells like mildew. The fridge didn't work. The coffee maker was broken and worst of all the A/C didn't work. There was nothing to eat or drink until 7am. The hot tub in the room was smaller than the pictures. I was supposed to be on the first floor and was put on the third floor. No rooms open to the beach. The preferred "open bar" I payed for, I felt like an inconvenience. The beer cans were warm. It was hard to find something to eat other than fish. My cheese quesadilla even tasted like fish. I ended up getting sick. They shouldn't advertise like they do because they cannot meet expectations. My advice is to go on a cruise, not fly.

Save your money!!!!! Do not visit this resort! They have lost the privilege of saying they are luxury.... Better food and service at any other resort...or even a Motel 6! Employees ignored us, hotel stink of sewer water with candles lining the hall to cover smell, loss of water for hours, broken AC (fixing it was turning it off), broken fridges, broken phones in room and probably the RUDDEST STAFF! Also beware of the TIME SHARE pitch they will try to give you at check in, and if you decline they ignore you and don't tell you when your room is ready because you won't listen to their speech.

I have a very mixed review about the resort. The staff was absolutely amazing and kind. Fatima was our beach server and she was so kind and attentive. The buffet was standard and basic. The room service was delicious and fast. The French restaurant was the best on the property, order the chicken. The snorkeling right at the resort had an amazing amount of fish to see. The room was very dated, slow hot water, and housekeeping skipped us one day. The pool never had towel. People had to go to other resorts to use their towel. Overall I would go back after Covid, in hopes it will be updated.

Where do I start. I last year I visited Cozumel several times. This particular vacation my dive group wanted to stay outside of town closer to the reefs. That's okay. I knew I was signing up for taxi rides into town and being away from civilization. What I didn't sign up for... 1- rules at the market cafe. The buffet you can only sit inside outside you have to order off a menu (which they did not inform me of rule ) then when I tried to take my plate out they stopped me. So I put the plate down and wanted to sit outside. Then they said only 2. Yes two ppl to a table although there were 4 chairs at the table. 2- some areas they are reserved for dinner but not lunch or breakfast. So I didn't go at all. 3- some of the staff is friendly but most are on their phones not how are you doing nothing. 4-then the staff because he challenged the rule of where to sit them accused him of pushing the waitstaff. My friend does not drink and was complete sober. Staff did this just to get my friend to back down. As a result the manager gave him a private room at beuedoxs (nice great service and good food). My friend approached the gal and the guy that said this and confirmed he was making it up. He should be terminated. 5- the gotcha fees. The peer. It is my understanding all peers in Cozumel are public. Okay maybe not the secret peer. They charge every time you use it. Just put it in the price on my stay. Does the COO of Hyatt know what is going on at his properties? Several people we talked to will not be back. (Including us). I can guarantee you that the COO will be getting a well thought out letter upon my return to the US. Do yourself a favor stay anywhere but here.

Our ceiling fan was never fixed, refrigerator was broken which they replaced, no hair dryer and the one they finally sent to our room was broken, Bordeaux restaurant was disappointing, all pools were very cold. Beach was beautiful, but the weeds and things coming to the shore made it impossible to go in. Would not recommend this at all.

Overpriced, rooms on website don't match what we paid for initially and had to pay extra on arrival. Hotel catered for loud weddings...in short although the staff were great, I would never stay at the hotel again!!!

Service is horrible. Leaking ceiling. Food options are TERRIBLE!!! Room service food is disgusting.

We have never had such a bad experience in a Hyatt hotel before, so sad to say so since Hyatt is always our first option to go to every time we travel. From the check in, to every day experiences. First of all, secrets didn't recognized us as Globalist at our check in, the receptionist said he was able to see our status but that he didn't have any instructions to be treat as Globalist. We called our Hyatt concierge and she was able to send a message to the receptionist to recognize our status. My biggest issue, nobody at the front desk had the minimum intention to help us out to fix the issue, instead we had to go out of our way to do so. Next day, we lost power and water in our room, we had to go all the way to the reception to addressed the situation, to what we were told it was normal to lose power and water because we were in an island and power is provided by Playa del Carmen (worst lie we have ever heard) when in reality, the hotel is making renovations and a simple notice with time ahead could prevent the annoying inconvenient to our plans for the day since we need it to take a shower to get to an appointment we had. Power and water took over 40 min to come back. Food overall is not the best quality, but the wait time to get our food at dinner has been unbelievable!!! 1:30 min at the Italian restaurant at Dreams, and 1 hour to get our food at the Mayan fusion restaurant also at Dreams. Not only that, but staff not the best at hospitality. We wanted to try the restaurant Windows at Secrets for dinner last night, the host didn't let us inn because she thought Andy was wearing a swimsuit because she had a tight shirt. Host was very rude and instead of grabbing her manager to talk to us, she just decided to simply kept saying no swimsuit allowed. Today, after 3 days parking in the same spot (area where we were told to park since day one) we were followed by the bellman/valet man to make us move our car because we weren't allowed to park there. Making us very uncomfortable since we were on our way to have some food; he wouldn't stop following us, to the point to ask for our keys. To all of this, we try to talk to a supervisor, we were told to find Sergio at front desk; the day we asked for him, he was off so we had no help since staff said he was the only person that could help. And just about other few stuff like our fridge at the room doesn't work, the night club is very dirty, the preferred bar snacks are full of ants, food is as bad as we had to go Today is our last day and we just want to go home at this point!!!

My Husband and I are at this resort now and having the worse experience. This resort is very outdated. We switched 3 rooms until I finally conceded to the 4th room which was not much better. We've been traveling all day and did not expect to go from room to room looking for one that did not have cracks in the walls. Rusted vents, stained bedding, discolored and cracked paint on the walls as well as water that does not get hot. I have NEVER been to an all inclusive resort this bad. Mildew smell is in the rooms and condensation leaks throughout. They are upgrading the "preferred" area. However, NO ONE should have to stay in these accommodations. Not once were we offered a better room in the "preferred" area due to our inconvenience. We paid $200 extra dollars for an Oceanview which they are refunding. However, I have to stay here for 4 more days and the smell of mildew is horrible. I will NEVER recommend or stay here again..and will probably need to switch rooms again tomorrow

eugenia from Market is the absolute best!!! So helpful and welcoming! Always with a kind smile and one step ahead of having to ask for anything!!

This is definitely NOT a 5 star resort!! We stayed at this resort for a week in April 2023. The photo's on the resort's website are a total misrepresentation of what the resort is today! This resort needs a a total redo! Starting with the guest rooms all the way to the dining rooms. The landscape has not been cleaned and kept up in a long time, it looks shabby. There is a lot of maintenance that has not been done in years. Our room, the shower would not turn off, the toilet seat was totally broken off the toilet, and several legs on our bed were broken. It took several days of requesting to even get the resort to look at the issues. The pool outside our room turned green with algae every day because the maintenance on the pump & filters was lacking. Most of the servers are wonderful; however, the front desk staff are rude. They spend more time playing on their cell phone then helping guests. The attached photo is showing how filthy the lights are in one of their restaurants

My wife and I spent 4 days at this resort. We were so disappointed! To start we had no hot water. We had to take cold showers every day. We reported the issue to staff but it never was resolved! On top of cold showers every day, the food was "not good". We couldn't wait to leave the resort to get a good meal. My advice is to read the reviews.

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. All 3 rooms had very inconsistent hot water available. 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

My wife and I came back to Secrets Aura again to celebrate our anniversary. We love Cozumel and, being that Secrets Aura is the only adult-only resort in Cozumel, we stay here. So here goes with my thoughts on the property/area. Airport - small (which is good). Once you get through customs, avoid all the people in the airport that are trying to sell you stuff and just find your transfer or get a taxi. Resort - Check-in - Takes a little longer than normal with the Covid restrictions but all in all is fine. Champagne is given while you wait. Realize, normally, the rooms are not available until after 3PM. No worries....go get a drink and something to eat or change into your swimsuit and just in the water. Food In general, the food was OK. Some good things and some not so good things. We ate at Bordeaux twice and even though the menu was the same, we got 2 totally different meals. Sushi was very good and consistent. The sad part was the fish was never good. Sad being that close to the ocean. Overall....I would have to say a "3" on food. Guacamole, pico at the pool were awesome per usual. We did the Mayan dinner on the beach too. It was a great experience. I would say it was worth the $79 per couple cost. Rooms - Normally, we get a basic room and upgrade at the hotel. This was the first trip where they said they were unable to upgrade as the resort is only 1/2 full at most. The rooms are dated but we don't spend much time in the room at all so it doesn't really bother us. The air conditioning is not very consistent between rooms either. Our friends room was extremely cold where ours was not. Again, not a huge deal. Pools - The pools are great but again, showing their age. A few missing tiles here and there but, again, not a big deal to us. Staff - This is where Secrets Aura shines. The staff are always extremely friendly and pleasant. Alejandro at the pool, Cristel at Oceana and the hostess at Gohan (can't remember her name) we just a few people that should be recognized. The Entertainment Staff....the true jewel of this resort (other than the view). Juanini, Brit and Felipe were absolutely AMAZING and made the trip as special as it was. A personal thank you to all of you for the laughter, the personal touches and caring you guys put into our trip. THANK YOU is not enough. Beach This is not a white sand beach. This is a coral beach so it is a little harder of a beach. Water shoes are probably a good idea. With that being said, there are a TON of fish right off the beach so snorkeling is pretty good. Also, the pier has been rebuilt and is a beautiful as ever. All in all, 4 stars of the resort. Showing its age and should be updated but the staff members of Secrets Aura makes this resort what it is. PS - The town is definitely slow being that no cruise ships are coming into port. The shop people seem more aggressive than normal to get you into their shops. It is all part of the charm of Cozumel.

Can we give less than a stellar performance for the property? Our second trip here. First trip we agreed that this is a 3 star resort and well worth the price point. Decided to come back and celebrate our 30th wedding anniversary. Very, very disappointed with the resort. The food- is the way they cook it. No choice. Can't order a steak or lamb chops medium rare. They just ruin it. Guacamole which should be a standout in Mexico is terrible. Blah. Breakfast-eggs are ok, sausage is meh. Best bet is the buffet unfortunately and the highlight is that it's such a small selection that it's turned over fast. Even the ceviche is at best mediocre. The property itself is very dated and in need of extensive repair. Air conditioning leaked for three nights and finally required an email to our booking agent to get repaired. So bad that we couldn't even shower without fear of slipping!The tub is scary. Pump makes noise like it's going to explode. Cracks around it and sealant coming off. Water leaking in front of the door from an access that makes it uncomfortable to walk out. Tiles missing from the pool that can cut you if you don't watch your feet while walking around in the pool. Broken stone outside of the swim up room that will cut you without watching your feet. The front staff are on their phones and don't seem concerned about guests satisfaction. The shining stars? Housekeeping, groundskeepers, bartenders and the others that you see daily working their butts off for a pittance! We tipped them well and were shown the appreciation from them. Management and ownership is so far disconnected from the property it's scary. This is by far the worst all inclusive resort we've been to in over 25 years of visiting Cozumel!

We had hopes staying in this Secrets resort which was recently bought by Hyatt, thinking it will be very nice. The rooms are very outdated and old, and the toilet in the room is horrible as you can see in the photo. It also had water leakage in this toilet. One day we came back from the beach and went into the shower and noticed there was no towels in the room!!! We called the reception and asked for the towels, waited 20mins still no one bringing the towels and we ended up using bath robes to dry ourselves. The tiredness of the resort we cannot blame on the staff , but Hyatt, who manages it now. You would think they would have great customer service to 'offset' the short comings of the property, but nope, none of their staff seems happy working here which makes me think they are not being treated fairly hence their subpar customer service. The only person whom we saw some smile and enthusiasm was from the sales person who was trying to sell us their vacation club. This hotel should have not been opened under Hyatt when it is not ready because it is totally ruining Hyatt's reputation.

Multiple buildings are under construction and they are doing work from early in the morning until as late as 8pm. The dreams resort next door is new and beautiful. If you don't have a preferred club room you don't have access to that resort, though. Service was good and employees are very friendly, but limited menus and small portions at the restaurants. The Asian restaurant was out of sushi for 3 days of our stay.

Horrible!! Pool water filthy. Toilet floods every night. We congregate at the pool and just listen to the unhappy members who "bought" into the high pressure member sales thing. This place is in total disrepair. I urge you! Do not book here!

We stayed in the section inside the hotel. It was worn and outdated. The rooms were huge but it badly needs an overhaul. The staff was friendly and the food ok. I recommend the outdoor activities. Also the dinner cruise and dinner on the beach was great! You can snorkel and kayak right at the hotel. The area was beautiful! The drinks were good. And the location secure from the outside but all the hotels are connected by the beach. I recommend packing closed toe shoes and sleeves for a better dining experience. Don't buy from hotel vendors.

We went to secrets aura in March of 2023. The resort could definitely undergo so major upgrades. The workers were the nicest most friendly people I've ever met. They were always smiling and happy to help. I was very happy with the room cleaning service, spa services, bartenders, and activity workers. I had a lot of fun with the water aerobics and volleyball. The beach chairs needed improved. The workers cleaning the seaweed off of the beach were the hardest working people I've ever seen. It was very impressive. We enjoyed watching the sunset from the club on the roof. The food was okay. They only restaurant we really liked was the Italian restaurant with the chicken parm. Cozumel is a beautiful place to visit! However, I'm not sure I will be back to secrets aura.

First off, when we first got there we went straight to the lobby bar and ordered drinks. They gave us dirty old plastic cups that were all different from eachother. The tequila was awful. We finally got checked in after signing a bunch of different documents (which i've never experienced having stayed at multiple other resorts in mexico). No smoking or VAPING allowed anywhere. We arrived at the room, paid $140 for a anniversary decor package. I wish i could show how unimpressed i was. Besides that, the room was very outdated, rusted out refrigerator, dirty shower and bathtub, and a whole lot of landlord special repairs. The bed was nice and comfortable, but the tv was like 20 inches in size, super tiny and just hanging on the wall without tv stand. Very ghetto. Then we decided to go to the pool. The water was FREEZING our whole stay. And there's only one very underwhelming swim up bar which doesn't even have a view of the ocean. The main pool next to the beach doesn't have a swim up bar. Also FREEZING. The food was absolutely awful at every restaurant. No buffet (WTF) only at the other resorts. Drinks were okay but not great. Staff was very nice but pretty clueless when you ask any questions regarding the resort. I've stayed at other all inclusive resorts in Cancun for the same price and i'll definitely stick to those in the future. Do not recommend coming here unless you want to be unimpressed.

We recently stayed at the Secrets resort for 5 nights 12/1-12/5. While not all bad and overall we still had a great time, the resort is definitely a mixed bag and there are some things you should know before booking it. We had an upgraded swim-up room and although it was in the more dated part of the resort, we enjoyed the privacy this offered as it was away from the beach where the upgraded swim-ups are very exposed to people walking by. We had a slide by our swim up that will take you down to the manatees pool bar, so that was awesome, and the first day we even got service at our swim-up pool from the bartender down there. It was a nice start to the trip. Check-in went pretty smoothly, however the one annoyance is after you get your room they have their person explaining the map and perks to you, including all your discount "coupons" for the spa/other stuff which ultimately leads into a campaign to sit through the 3 hour presentation. It took us multiple times to convince her we are not interested and perhaps when people are just getting in after traveling all day is not the most opportune time to pitch this sales deal. We just want to swim and relax. The beach is rocky to get in, highly recommend water shoes but after it gets smooth and is super clear! Great snorkeling and the fish are everywhere by the dock and they will swim around you. We enjoyed getting into the beach just to the right of the dock. We also enjoyed walking the dock at night. Food would be a major downfall of this resort. I don't even expect much when it comes to resort food, but this buffet was so inedible to the point where it was hard to find anything I would attempt to eat. Several dishes looked days old or as though they just put them out again and again and are not fresh, I'm sure they are not being stored or reheated appropriately. The sushi place was awful, the sashimi they serve is basically raw fish skinned with no attempts to trim the fat or anything. I felt bad one morning after eating this. The French restaurant was also pretty bad, don't get the duck. They literally put chocolate syrup on it and we had to have "second" dinner at the buffet one night because this was so bad. Windows was okay and one of the only decent places to eat at this resort. Another downside is there is no beach bar accessible unless you are "preferred" so getting drinks is difficult down by the beach. I'd recommend exploring the food options at sunscape or dreams, we found a good Mexican option one night and 100% go to the taco shack around the corner (outside of the resort-Don chulys). Overall bartenders were good in most instances however the reason for the 2 stars comes down to our last night. We were at the rooftop bar around 1030pm and the next thing we know is the bartender closed up shop and left. We went down to the lobby bar to try and get a drink and it was closed also. By this time it was maybe 11pm and the only place we could get a drink was up at the disco, which was empty and the bouncer was our bartender. He seemed very inconvenienced he had to take on this duty. It's never been this difficult for me to get a drink at an all-inclusive. I get that it was a Monday, but everyday here is vacation and it was our last night. This was the same night we were booted from our private dinner on the beach around 845pm, yet others were still enjoying their meals. They shouldn't be claiming to be "all-inclusive" and then decide to stop working whenever they want. Furthermore, when we went on our nightly beach/dock walk the last night they still hadn't cleaned up the private dinner, so the dock showed as closed to the public, because it appeared they just didn't want to take the time to clean it up and open it. There were a couple other instances when myself and a friend were given limits on the drinks we could get, another thing that has never happened to me at an all-inclusive. I'm not sure if the bartenders just didn't want to work but this took away a lot from our experience; if we paid for all-inclusive then I expect drinks to be accessible until a reasonable time.

We stayed at Dreams Resort and Spa but they will not allow us to leave a review because they are connected to Secrets. Somehow this Resort is receiving over four stars, however if you actually read the reviews that people took the time to write, then you will see that it should be reviewed as a 1 star. Me and 11 of my friends took a vacation trip to celebrate my birthday in Cozumel. Little did we know this would be one of the worst vacations of our lives. I booked my reservation through priceline.com. where the information listed was completely incorrect. % false and deceptively false marketing. After informing Priceline of our experience they said that they would reevaluate the hotel however they also won't allow me to post a review on their website. The hotel is called a resort and spa however there is no Spa on the property. There's no gym on the property. There is no sauna on the property. There is no hot tub on the property. There is not nine restaurants. There are only four and only two were open. Snorkel and Excursion equipment is for purchase not free. ***Dining*** Our dining experience was the worst part about our trip. They will not take reservations for dinner. It is first come first serve. We decided to eat our dinners early to accommodate our group of 12. Even though there were no other visitors in the restaurant, they refused to sit our group together every single meal . It wasn't until we had to complain to management that they allowed us to sit together for one meal. ***Food*** One of the restaurants was a brick oven pizza restaurant however they did not cook the pizza in The Brick Oven, but on a stove top instead. The pizza came out undercooked and doughy. There were six of us for dinner that night and two people weren't served until everyone else is done eating 3 courses of food. For that dinner we ordered the octopus as an appetizer. Shortly after eating three of our guests became violently ill. Two of them were vomiting outside the restaurant. We notified Irving at the front desk and three restaurant staff members but nothing happened. No support was given and later claimed that no one was ever told. Later that night we noticed other Resort visitors throwing up outside of their buildings. ***Dress attire *** The dress attire at restaurants is different for each restaurant. And enforced at the attendees discretion. We were refused service at the breakfast buffet because one male was wearing no sleeves on his shirt. However they allowed men with flip-flops or swim trunks and women dressed in pajama shirts and others in sports bras in the restaurant. We found the attendee used to be quite discriminatory and sexist towards members of our group. We Flag Management about the issue however it was not addressed. There have been in tank tops and gym clothes at dinner where we were told that men had to wear pants. ***Pool*** They have one pool on site and it's a kiddie pool with a bar in it. At the pool next door we were refused service while in the pool for drinks, because we were not tipping enough. ***Spa*** There are spa services available if you leave the resort and go to another resort. The individual massages to start at $230. ***Activities*** They're "endless" activities include water aerobic and pool volleyball, but are not offered on the resort. You have to leave the resort.

We were very disappointed in the Secrets Aura Cozumel resort. We initially booked this resort based on a recommendation and proximity to diving sites. We saw some negative reviews but had a difficult time judging their merit. However, we were ultimately dismayed about the state of the resort and rooms, rowdy nature of the other resort guests, persistent noise, and food. The rooms are very dated and in states of disrepair. We encountered black mold in our room, stained mirrors and sheets, lights falling out of the ceiling, and doors off the hinges. In our friend's room, the bath faucet became detached from the wall shooting water into the room and on the beds. It was very noisy, all the time. We explored options for leaving early and getting an AirBnB in San Miguel. With tap water being non-potable, bottled water is the drinking source for travelers. However, the resort only supplied small bottles of water. Being so proximal to biodiverse marine life, this gap of environmental ethics astounded us. We found large jugs of water at Mega and used those. I would recommend the The food was very low quality. There were several dishes and meals that were simply inedible. The worst Mexican food we've ever had was, sadly, here in Cozumel at Secrets. After a few days, we took a taxi into town to get groceries at Mega and were much happier. I definitely recommend having dinner off-resort in San Miguel for better quality Mexican food. The host and servers were however careful and diligent about asking about food allergies. Lines were long everywhere, especially the coffee shop (which, for some reason, has only 1 staff member and espresso machine to service all guests' needs, including basic coffee and hot water). The staff were above and beyond friendly, helpful and hospitable. It is very clear that most departments are short-staffed, so they are doing the best they can given the circumstances. We were primarily there to dive and enjoy the national park, and this was a terrible place to stay to do so. As an all-inclusive resort, lots of people are very drunk, and rowdy and loud. Many brought their own speakers to play on top of the music playing at the pool or beach. If this sounds like your thing and that's how you like to party at the beach, then you'll enjoy this. (We didn't, it's not our thing.) We were accosted by guests several times during our stay. Smoking is common and there was lots of litter and waste. The entire place felt trashy, and we were so excited to leave that we packed the evening prior to check out. Overall, Secrets Aura Cozumel is a place to party and consume all the cheap food and drinks you want. We were looking for a peaceful experience in close proximity to world-renowned coral reefs and diving sites. For travelers looking for that, avoid this resort and book an AirBnB in town.

I don't know where to begin. Total disappointment. My own fault I should have did my due diligence and read the reviews, but I've always heard great things about secrets resorts. Others that I talked to this week said this is nothing like the other property's they own. Ok first off the pictures you see online DO NOT reflect the actual resort! I think they were taken when it first opened. The only positive I found was the location. The beach was great and they have a dock and Dive House scuba is located on property. If your a diver or enjoy other water sports such as kayaking, paddle boarding, snorkeling etc, you will enjoy that aspect of it. Now the resort itself is run down. Our room which was a Junior suite with an ocean view, looks like it hadn't been touched in 20 years. The bathroom was in need of many repairs. The shower had some rusted metal trap door thing I guess so they could get to the pipes. The tub was peeling on the bottom, an overall mess maybe good enough to rinse your swimsuit or feet but not something you want to soak in or have a romantic bubble bath, out of the question. There was cracks in the glass door for the commode , lighting was useless. In the room itself the bed was comfortable enough and seemed to be pretty clean. There was no dresser for your clothes, and the room was plenty big they could have accommodated one. It had a large sitting area, but the very small TV was across from the bed. I had light switches that worked nothing! My bedside lamp was completely broken and our fan didn't work either. The mini fridge that was supposed to be restocked every day wasn't, but it never really got cold anyway so it was useless. Our balcony had a great view and was spacious but also had a broken light. Ok the restaurants were perhaps the worst part, all inclusive if you can find one open for dinner. They would shut down 3 or 4 of the main restaurants every night! We tried everyone of them and the food was always disappointing, entrees the size of appetizers. This was not a vacation you were going to gain weight on. It was a waste of time even getting showered and heading down for dinner. The best food we ate came from room service! And it was decent with faster service As far as the staff some of them really busted their butt to make your stay more enjoyable, but I would say there are more that just didn't care. So know I won't be back.

Well we just got back and I will tell you somewhat disappointed. The hotel is run down. We went for days without housekeeping and hot water. The only good thing is the staff is great. The buffet is the absolute worst. We actually saw roaches crawling around the food line. Yes I understand it's the Caribbean. When I brought it to the staffs attention, they did not care. On a positive note the specialty restaurants are really good and they were able to help with my travel mates vegan diet. The beach is awesome. We have been Secrets lovers for years and I am going to say since Hyatt took over the place has gone downhill. Won't go back.

We have been to 4 secrets resports. This was the worst. Very small with not that many restaurants, unless you go to the adjoining family-friendly resorts for their restaurants. There was no separation of our Prefferred Club beach or pool. Basically, it was a free for all to just walk in and crowd us. The entertainment was cheesey and not impressive. The food was very bland and not flavorful. We will never go back to this resort again.

This is the dumpiest resort I've ever had the misfortune of staying at. The rooms all smell like mold and mildew. We had a preferred ocean view superior suite and the room felt like a cave. There is very little natural light in the rooms, the bathroom ceiling literally had a steady stream of water leaking out of it on our last day, and I woke up with a sore throat every morning. The in-room mini bar only includes 4 cheap beers. I was hungry all week because the food at every restaurant was terrible. The staff is all friendly which is the best thing I can say about the resort. The beachside service is slow and inconsistent. Spa services are outrageously priced. Do yourself a favor and stay elsewhere.

Tonight I am here and all I here is this band that I don't want to hear as I am trying to sleep and unable too as they keep playing.

Arrived & they canceled one of our rooms 4 adults, 1 room with 1 bed. 3 hours later sent us down the alley through Construction to a kid filled pool facing 3 buildings We had booked OCEAN FRONT ADULT RESORT. Do not book here, They will NOT ACCOMMODATE, Nightmare vacation

We booked our trip through UVC and relied on Secrets Aura Cozumel hotel rating of 4 stars to be somewhat decent. Not a 4 Star resort at all. When we arrived, we checked in and made plans for dinner. All was fine until the next morning when we went to shower and there was no running water. We immediately went to the concierge and met with Nelly Baas Chief Concierge and told her of our concern. She said we are at full capacity and had no rooms until the next day and would be willing to move us as an option but would have to stay in the same room 1 more night. We asked if we could move to a different Secrets resort and she got on the phone to help us find accommodations. During our meeting with Ms. Baas who confirmed with the resort Manager that indeed we would be getting a refund without any cancelation fees. Ms. Baas reassured us that we would be getting a full refund with the exception of the one-night stay. We asked and confirmed again with her before we booked a new room with at a new resort (Secrets Playa Majerus), confirming no cancellation fees. It took almost 2 months to receive our PARTIAL refund. We emailed her numerous times, and she would reply back to call GBS. We have never heard of GBS. I called MS. Baas by telephone, after the receptionist took my name, put me on hold only to come back and say she is not available today can we take a message. I did ask to leave a message with my name and number to return my call. I called the next day, they took my name, put me on hold, and came back on the line and said Ms. Baas is off today. I called the third day in a row asking for Ms. Baas, they took my name and put me on hold and they came back on the line and said she's not available. I asked if I could be placed on hold and was willing to wait for her. And then a different woman who argued with me about our refund. I said this is very unprofessional and I just want to know where my money is. She hung up on me. I then emailed Ms. Baas at the email she had been replying to me at and copied my husband and it came back undeliverable. My husband then tried to email her and his email came back undeliverable. I had to email her from my work email telling her I was going to report this situation. This did not come back undeliverable. She needs to be reprimanded for her terrible behavior. Poor customer service, resort is run down and very outdated, no beach and small pool.

I will say that my review is comparing three different times. We were there in December 2021, June 2022, and March 2023. The first year that we went was lovely and we really enjoyed our experience. We did sign on to the unlimited vacation club and we're upgraded from their regular simple bottom of the barrel room all the way to an ocean view swim up. I have to say that the lowest level rooms are not good. The shower does not give you regularly hot or cold water and the shower looks like it's about to break down at any moment with seeming mold all over it, so it was kind of gross. The bathroom is extremely rundown and we actually did not have any water for three hours the first night we were there, so we could not even use the toilet! The upgrade made all the difference in the world because the room was so much nicer and so much bigger and so much cleaner, and in a much better location. Everything about it was better and it may not be brand new, but it was way better. Also normal shower water temperature with a nice looking bathroom. Fast forward to the next two years and we were placed in rooms that were much nicer but the bathrooms are a hit or a mess. One of the rooms we placed in was massive with a gorgeous oceanfront beach view that could practically be beachfront, but the bathroom was old, although still OK. I can't see any of the rooms have completely blown away here that we have stayed in. The food in general is decent, but it's also a hit or miss. Their front restaurant is good, but there were some evenings where it was not as good as other evenings, and their crème brûlée was either a hit or a mess depending on the night you went. The biggest problem here is consistency when it comes to good versus bad food. The service is friendly, and I have nothing bad to say about that. My understandings they might be renovating, which is a good thing for this resort. The best part of the resort is easily there beach because it's lovely. Overall just three stars. Would we go back? No... Too many other better places to go to.

The worst experience ever! Our honeymoon was a horror-moon. Having stayed at a sister resort, we expected the same level of quality. We were wrong. The room was smaller and less exciting than what was shown online. The room had a weird smell (from the visible mold). After having the room downgraded, due to leaks, we settled into our new room where the breaker tripped and then we did not have A/C. Fortunately, my husband is handy and found the breaker to reset it (which should not be acceptable to the general public). We thought that the rain put a little damper on our trip. But that actually gave the staff some grace. We made a lot of allowances for the staff due to the weather. But the service did not improve with the weather. It actually got worse. The cockroaches came out and it did not matter if we had a "preferred room" because there was no difference in our treatment and the services were extremely limited. They used COVID as an excuse, but we stayed at a sister resort and had amazing service during COVID. Do not come here unless you want to be disappointed and don't mind an expensive, rundown, decrepit, and bug infested resort.

Beautiful resort and loved the adults only as well. As soon as we arrived we checked in with our information at the front desk; while waiting we had started with drinks to keep us company until 3pm when our room was ready. We had the swim up room which was very beautiful and easy access to the pool's bar. The bed and pillows were so comfortable although the ac wasn't working properly we did have someone come out to fix it but still wasn't cooling to a cold temperature. The food was okay but the views made up for each day we were there. After 8pm or so the resort tends to die down with excitement but it's okay as we loved our peace & quiet during bedtime. Overall I would be back & recommend as it is not far from the airport either. Our stay September 2022.

Just got back from our six night stay from Secrets Aura. I would say for the price we paid through Travelocity it was worth the $2000 total for two for six nights all inclusive and this price included round trip airfare from Las Vegas. We booked the trip before reading the reviews (what was I thinking). I was super nervous after reading but decided it was too late to change. The resort is out dated but for the price... it was a nice resort. Room- AC was amazing, shower temp was great, mini fridge was always stocked with plenty of water, assortment of sofas and beers. Bed was comfortable. Maid service was amazing. Food- meh... it was ok. Can't expect too much considering the price we paid but it was good enough and there was always somewhere open to eat or you can order room service. Hotel- a little older resort but nice, beach was a bit rocky but you're in cozumel so that's normal. Staff was friendly. Don't forget to TIP! The sister resort next door is also included with your stay here so take a quick walk and enjoy those amenities also. Met some amazing people. Shout out to the on call doctor, Dr. Garcia!! Boyfriend got a bug bite/sting on his hand and we had to ask for a doctor. $80 for the "house call" and $40 for the meds needed. Definitely worth asking for the doctor. Nice guy. All in all, we had an amazing, relaxing time!