Secrets Aura Cozumel Vacations

First of you're being sold that his is part of Hyatt and that their "golden" reputation will take care of you, the short answer is, they won't, they send everything back down to the individual manager at the resort to handle.

It took nearly a month for customer service to respond to an email satisfaction survey and direct email requests to pictures from our stay.

Sadly cannot recommend this resort or this chain with the way everything has been handled.

Booked this trip to celebrate an anniversary and as part of a Hyatt Vacation Club tour. We understand this is not the high-end Zoestry brand but overall this is certainly not the level of service we would expect from even a mid-tier resort chain.

When we arrived we were not greeted by anyone and had to ask for assistance checking in, and where to leave our bags. Then we noticed others were greeted with towels, drinks, and cookies which none was offered to us so we found that a bit off. The bathroom in our room smelled of sewage. The sink and shower took about 10+ minutes even to turn lukewarm and we were never able to take a hot shower during our stay.
We scheduled our excursions and spa accommodations. We booked our couples massage directly at the spa located at the Sunscape property but booked our snorkel excursion with the Amstar desk at the Secrets lobby. After dinner, we planned to attend movie night on the beach but the movie stopped abruptly after about 40 minutes due to some AV issue.
We ordered room service for breakfast and it arrived on time but everything was cold and we were missing items.
When we arrived on the pier for our Snorkel tour, they did not have our name on the reservations, thankfully we had our printed receipt to prove we had registered. After dinner, we decided to attend the Karaoke night at the upper deck bar but the AV equipment again failed after two or three songs and the rest of the night was cancelled.

The next day, we went to the spa to find out our couples massage was canceled without notice. We were told they tried to contact our cell phone but we checked our texts and call logs and we did not receive any calls.

For dinner, we ordered room service and we were told it would be an hour due to the rain which we understood, but it ended up arriving about 1:45 minutes after we ordered, again all the hot items were cold, and worse, the Chicken Caesar salad was half eaten! (photos are attached)

We also attended a Hyatt Vacation Club presentation on Sunday morning and based on the experience we had so far we declined. Then based on the the way the rest of the day and overall how the whole trip went we are certainly not interested if this is the experience we can look forward to.

What did go right?
The service we received from Raymundo and Luis at the Bordeaux restaurant was exceptional, we had dinner there two nights and those were our best dinners of the trip.

We ended our trip very disappointed and frustrated, certainly not the way we had hoped to celebrate our anniversary.

Need more restaurants

My trip started off not right. My room had a leak coming through the ceiling. They moved me in the middle of the night. I was moved to a lesser room than I paid for. I expressed my concerns and Raphael and his boss Hamlet listened to my concerns. They then put me into a really nice suite on the 4th floor. They went above and beyond to make me happy.

Loved our stay at Secrets Aura Cozumel for our 40th anniversary. The staff was fantastic and went out of their way to make our stay special. On the evening of our anniversary, they surprised us with dinner on the beach, and we came back to our room with roses on the floor, stating I ❤️ U. Was amazing. I wish I could have taken credit for that one, lol.
The sunsets were amazing. The food and drink were to be honest was just above average and a little bland at times but with the mix of people they serve we understood. I would highly recommend this place for an amazing experience.

No hot water. Plumbing is severely leaking in my room and the bathroom. Maintenance staff do not know what to do... bad start to our vacation.

Thanks to all the waiters at the Market Café restaurant, especially Sergio, Elizabeth, Claudia and Mario...excellent service 👏🏻

The food was not the best, I would say a 4/10, most of the time it was COLD. Honestly had one good meal during the stay, it was jerk chicken, rice and veggies, it had absolutely no jerk spice on it though. There is not really top shelf liquor available even if you are a preferred guest. Not much to do around the resort as far as nightlife. The jacuzzi and pool closed at night, which sucks because there was nothing else to do at night. They had a club desire, it was completely dead, downtown was fun it’s about a 30min taxi ride. This place has potential. Staff was not too friendly at the restaurant, my friend wanted to order empanadas to eat by the pool, they said it was not allowed, yet we can eat and drink anything else by the pool.

There was a day I was unable to get a towel and when I asked the front desk they looked at me like I was crazy and did not offer to get me one. Just told me that they would let someone know… I checked several times for one(like 20-30 mins apart about 4 times and was unable to find one)The pool and beach chairs are old/outdated and some were broken. The staff never smiled. Most wouldn’t even say you are welcome. Probably the worst resort I have stayed at in Mexico. And I have been to Mexico 5/6 times in the past 4 years. Extremely understaffed. Took forever to get a drink at ANY of the bars, pools or beach. Entertainment was basically non-existent. Food left a lot to be desired. The French and Japanese restaurants were the only ones with acceptable food. Definitely do NOT recommend.

The hotel lacks a lot of maintenance

Book in the room with access to the pool and sea view, you couldn't see the sea at all, another important point is that the room smelled of humidity, so I requested a higher category, they delivered it to me at 5:00pm I couldn't do an activity that day and it was a wasted day.

The employees are not rude but not what you expect, Irvin from the reception is terrible at his job, he responds badly saying that they have many rooms to attend to etc..
if you have any complaints.
The restaurant guys are super attentive
Honestly I wouldn't go back

Great

Not the worst resort, but definitely not worth the money.
Our room, although the view was beautiful, was very musty, very dated and needed to be thoroughly cleaned and renovated.
They need to put some time and money into these rooms. The pillows were awful and the bed always felt wet.
Food was ok at best. The Sushi restaurant was probably our favourite.
Not enough beach loungers at all. There is plenty of room for more.
They don’t offer any sort of map/directory of where anything is in the resort. You have to constantly ask people where restaurants are, etc.
Basically zero nightly entertainment. They showed an outdated movie on the beach a few nights that absolutely nobody watched.
The music by the pool was the same playlist everyday. No Spanish music anywhere.
Also, finding any Mexican food on the resort was next to none. There was only one Mexican a la carte restaurant, and it wasn’t very good.
No tortillas at the buffet; just fried tortilla chips with store-bought awful guacamole.
Very disappointing overall.
The sales presentation they make you attend is supposed to be 90 minutes but ended up taking 4 hours. Ridiculously pushy even after we said no 3 times.
Wouldn’t go back. Wouldn’t recommend. Sorry, for what we spent, we expected a lot better.

The service leaves a lot to be desired, being a resort of the AM Resorts chain.... The rooms are in very poor condition, so much so that we requested an upgrade to preferd, however it does not make much difference... The customer service is nothing cordial and even bordering on despotic and total disinterest... I recommend other destinations from the same chain, before thinking about this location!!! Unfortunate given the paradise that Cozumel represents

Read tons of reviews and was a little concerned. No worries the food is great! We travel a ton and had no problems. Entertainment was good. Tons of pools and chairs. Room was good size. Hot water was hit or miss. Loved it and will be looking to bring our family back.

Wish I had read the reviews prior to going. Definitely not a couples destination. I’ve been to other Secrets and I’m shocked they would devalue the brand this way. The hotel and the rooms were weathered and the property is clearly neglected. Updates are long overdue. Food was unfortunately disappointing as well. We ate out despite the meals being included. Be prepared to wait as staffing levels were inadequate during our stay as well. That said, the location was convenient for diving. 🙁

We went in November 2022 for our honeymoon and had a fantastic time! The rooms are a little dated if you are not in a preferred room, and the food could be better. Overall, the resort and the views are stunning. We would recommend Secrets Aura to anyone!

Great location. Great service. Rooms need updating. Turn offs were that some areas are "Preferred members only " which doesn't really make sense when this is an "all inclusive " resort. Also, they have travel agents there to try and get you to buy very expensive packages that take 90 minutes are longer to present, it's a money-making machine they have set up. Not my idea of a getaway to be solicited. They will tell you they are not pushy, but they are. They don't accept no as an answer. We had to basically walk away. Outside of that, It's a nice place in a great location. Food was ok, the best meal was at the Gohan Sushi Bar. Overall, for a 5 Star Hotel, they have some improvements to make.

For starters this place is RACIST! I will give them their flowers for having an amazing swim up room BUT RACIST! We went as a group of 6. We were literally the only blacks there. We got stares from the moment we got to the pool area. IT DOESNT STOP HERE! My boyfriend was accused of smoking weed. Was accused of trying to assault a worker. I was sleep and got a knock at my door at 1230am. YES 1230AM! And was asked to leave. I didnt know what was going on. MEXICAN POLICE WAS AT MY DOOR. I showed the police and workers nothing but respect the entire time the accused my boyfriend. I asked for camera footage and was told cameras wasnt working. HECTOR the worker continued to just asked us to pack up and leave. We are from the US, black and was asked to leave in the middle of nowhere. Emotional DISTRESS AT ITS FINEST! It took us 2 hours to finally find a resort that would take us in so late. I called Secrets the next day to request a refund because WE DID NOTHING WRONG… and they kept hanging up on me. I have sent emails requesting a full refund, they shorted me $500 when I disputed it with my travel agent. FOR ME!!!! its a NO! For Mexico when it comes to this trash service and racially profiled experience! I have never in my life felt so embarassed! And scared IN ANOTHER COUNTRY! THE ROOM WAS THE ONLY THING NICE About this place. FOOD WAS COLD AND DISGUISTING! I WAS LITERALLY RACIALLY PROFILED FOR THE FIRST TIME AND IT WAS OBVIOUS! We were lied on and FALSELY ACCUSED! IF U ARE BLACK STAY away from SECRETS AURA.

There’s so much to say if you’re looking to hang out with a bunch of old people that 90% are racist then this is the place. I went with family and from the first day racially profiling is big here accused of smoking weed and I don’t even smoke weed. They lied on my brother and said he threatened a staff first then they said he assaulted a staff member but good thing there’s was a man we don’t even know told them it was false and he was still kicked off the resort. The food was terrible salty cold tasted like freezer food nothing authentic on their menu. The night club only had four people in it and the drinks in the night club are watered down I mean only way to get a good drink was when the bartender came in at 3 pm he was great gave you a real drink but all the bars in this place serve water down drinks. We eat out every night and eat at the taco place right outside the resort that was great but there only open from 7 am to 3 pm so make sure you bring money to eat out if your looking for authentic Mexican food and drinks. The shower goes from hot to cold in minutes certain parts of the resort smelled like sewage when we went for hour morning walks. Please if your BLACK AFRICAN AMERICAN PLEASE DON’T GO IT IS NOT WORTH THE MONEY OR RACISM went for my birthday will never go back!!!!!!!!!!!!!!!!!

They need to improve enormously in their three hotels, secrets, dreams and sunscape...especially in customer service in which they are completely failed, the employees do not go out of their way to help you, most of the bar tenders leave a lot to be desired in the service It seems that they get upset if you order drinks and give preference to foreigners, they do not resolve problems or requests, if you have specific requests to the room they do not resolve them (iron), the wifi does not reach the rooms located in the rear buildings which is unforgivable Nowadays, service in restaurants is very slow and waiters forget orders even in preferred restaurants. If you lose an object and report it to reception, they don't even take the room number in case they find your belongings.
The ladder on the pier to access the sea is about to break and the lifeguard doesn't seem to care, which is important since the beach is full of rocks and holes for the first few meters and one option to enter the ocean without hurting yourself or falling is that. , the buffet is quite mediocre and scarce, they need to improve the quality of alcoholic drinks they offer. In general the price-quality ratio is very bad, extremely expensive for the poor level of service. Honorable mention: apparently if someone is interested in having a timeshare or buying a membership they pressure you and threaten you if you don't attend the talks. Suggestion: copy the brisas group care model

First, excellent service. Rooms are spacious & nice, very clean. Facilities are nice, older buildings & design, yet very clean.
Food is per the three stars.
Being a “ Preferred Guest” at this resort, we were able to go to the other two resorts and experience the other restaurants.

The food in all 3 resorts were less than desirable. Honestly, if you are a food connoisseur, foodie or have an expensive palate, you will be very disappointed. The portions were very small, seriously I posted a picture of a dessert (cheesecake) couldn’t stop laughing!

It definitely affected the outcome of enjoying our experience as a whole.
Can you imagine dining ocean view, sunset & then eating terrible food.

Also when arriving there are sales people attempting to sell you time shares for the resort. Very unprofessional.
Check in was lengthy & unnecessary.
We will not return at this particular resort.