Impression Isla Mujeres by Secrets - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1395 reviews

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  A $10,000 Disappointment: Our Nightmare Stay at Impressions Isla Mujeres

  If you’re considering Impressions Isla Mujeres, do yourself a favor and don’t. This was easily one of the most misleading, stressful, and poorly handled resort experiences I’ve ever encountered — and that’s saying something given the price tag. 🎭 The Bait & Switch: Room “Upgrades” That Weren’t We originally booked an Oceanfront Junior King Suite and received an email offering a discounted upgrade to an “Oceanfront Honeymoon Suite.” It sounded like a great deal — photos showed full ocean-facing rooms, so we said yes. Upon arrival? Shock. The room was not oceanfront at all. It was ocean view on the opposite side of the island, overlooking mostly the city with only distant water. The same thing happened to my brother and his wife. Worse, the front desk staff were dismissive, sarcastic, and even lied about management availability. My brother was told he’d get a refund if he kept the incorrect room for one night and moved back to his originally booked room for the rest of the stay. During that chaos — and wanting to deescalate things — I asked what actual oceanfront rooms were available. Another “honeymoon suite.” Without proper explanation of differences or lack thereof, I was sold another $2,000 upgrade. Spoiler: the only real difference between our “upgraded upgrade” and the original room? A bidet and slightly more square footage. That’s it. 🚫 What $4,329 in Upcharges Actually Gets You Here’s what greeted us in our overpriced suite: - Dirty hot tub with murky water upon arrival -Jets that never worked despite powering on -Ants all over the terrace -Dripping AC causing mold in the sink area — I’m highly allergic and had to start allergy meds -Bathtub jets spewing orange/rust-colored water, even after draining and refilling -Daily construction noise (so much for relaxing) -Flapping tarp noise all night during a storm -Broken face mirror that wouldn’t tilt, paired with terrible room lighting — getting ready was a chore -Zero communication about activities booking early or Thanksgiving dinner being communal All issues were relayed multiple times to our butler. None were resolved. 💸 Checkout: Hostage Tactics & “Sign This or Get Nothing” At checkout, I calmly walked through the entire situation with the manager on duty. Her solution? 15% off the upgrades — a whopping $648 off of $4,329. This didn’t include our original $6,672 booking cost. She then handed me an agreement to sign stating they had “addressed all issues,” essentially requiring a positive review in exchange for the tiny refund. I refused. It gets worse. My brother and his wife — who were promised a refund for downgrading back to their original room — were told they’d get nothing. Not a cent. The manager suddenly denied ever agreeing to it, after avoiding calls and offering contradictory stories. They then tried to charge my brother and his wife $900+ for spa services, and when they refused, staff attempted to prevent them from leaving or boarding the catamaran back to Cancun. They were literally chased outside by a male receptionist with a mobile credit card machine. Guests on the boat witnessed everything — and unanimously agreed the resort was completely in the wrong. 👎 Final Verdict Isla Mujeres? 10/10 — beautiful and absolutely worth visiting. Impressions by Secrets? 0/10 — never again. Between the misleading upgrades, room issues, mold exposure, construction noise, nonexistent customer service, attempted blackmail for a refund, and chasing guests out of the resort over fabricated charges… this place left us stunned for all the wrong reasons. For the price Impressions charges, basic honesty, transparency, and hospitality should be guaranteed. Instead, they lost not just four guests, but everyone who watched the spectacle unfold — and anyone reading this review. Save your money and book a non-Hyatt resort on the island with a better beach and actual integrity.

  Dec 01, 2025
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  Not worth the price

  For over $1300 a night, this resort was a major disappointment. There are no swim-out rooms to book, and the food was consistently hit-or-miss. Things that other resorts offer for free, like lobster, had a huge pricetag, and even the steak and shrimp were ruined by smoking them instead of grilling. Spezia and the Mexican restaurant, were difficult to access with mobility issues, the pizza oven at the Italian restaurant was broken, and room service took a long time to arrive and was always cold. Access to the beach was interesting; couldn't jump off the dock because the water was shallow and I didn't trust the rickety metal stairs. Other resorts seem to have perfectly fine access points; watched a few people flop onto the hammocks then into the water. There was construction daily on the 2nd and 3rd floor and the beach dock. Far from peaceful. Cleanliness was a recurring issue. The main pool was dirty, rarely cleaned, and full of bugs and bird poop and feathers. The waterslide never worked during our stay, the room's hot tub had bugs and was never cleaned and couldn't be drained, and even the access ramp flooded multiple times despite staff saying it “never happens.” The floors and pools constantly looked like they needed cleaning. In-room experience was no better: thin walls led to hearing our neighbors phone constantly ringing, a tablet system that didn’t work forced unnecessary calls to room service, and our minibar was never stocked correctly—no beer, only regular Coke, and repeated requests ignored. We never received the sparkling wine we asked for, and turn-down service lacked any special touches. Service was inconsistent and impersonal. Staff repeatedly ignored my wife was even sitting at the table, reservations were mishandled, and no one seemed aware of our checkout schedule. We were asked over and over if we were celebrating something, yet nothing was done until our last night—after we complained—resulting in a deflated balloon and fake rose petals. Even when we spoke with the guest service manager, he didn’t follow through on what he said he would do. Overall, nothing was anticipated, everything had to be requested multiple times, and the experience simply did not match the price. We have received far superior service at half the price. The only positives were the catamaran to and from the resort, rooftop bar service, nice views, responsive butler (Vianey), great beach staff, a complimentary massage from Miguel, accessible features like a chair lift, and a good meal at Unik—though we wish we could’ve eaten there every night. Bottom line: Beautiful setting, but nowhere near worth the money.

  Nov 29, 2025
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  Picturesque Resort

  I cannot express how great this resort and its staff is. For the first time at a resort, we felt wanted! They went to great lengths to make sure our trip was perfect. The resort is gorgeous, very safe, and peaceful. Food was excellent, our butlers David and Angel -they get 10,10, 10 across the board! This is a resort that we look forward to visiting again. Thank you for making our trip a success. Thank you to everyone that may not be seen that puts in the hard work to ensure our stay is perfect. It doesn’t go unnoticed and we appreciate your hard work.

  Nov 29, 2025
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  WARNING: Impressions Is a SCAM! Avoid This Hotel at ALL Costs

  WARNING: Impressions Is a SCAM! Avoid This Hotel at ALL Costs Impressions is hands down the biggest scam I’ve ever dealt with in the hospitality industry. This place is a joke, the management is a joke, and the “luxury experience” is nothing but lies wrapped in fake smiles. The $2,162 Upgrade SCAM We PAID $8,863 at the hotel, including a $2,162 upgrade to the Honeymoon Ocean Front Suite. They stuck us in a completely different room an Ocean View Suite with NO hot tub. Not even close to what we paid for. When we asked to go back to our original room, suddenly that room “wasn’t ready.” Convenient. So we waited. Finally got moved and immediately realized what this hotel is: a money-grab operation that hopes you won’t speak up. The “manager” on duty told us MULTIPLE times that our $2,162 would be refunded that day. Spoiler: it wasn’t. Not that day, not the next day, not ever. The Lies Get Worse At checkout, nobody could show a single receipt, transaction, or ANY proof that a refund even existed. After 45 minutes of nonsense, we were told we had to “deal with a third party” because THEY already paid them. I asked again & again for the 3rd party’s information and they couldn’t even provide that. “They didn’t know” or “it’s with upscale, the company you upgraded with” but we did the upgrade with them! So again you mean to tell me you don’t have the information on a company you send money to? Give me a break. Funny, because WE paid the hotel directly. So that excuse is pure garbage. Then the middle eastern manager (I believe his name is axil or Felix) pretended he NEVER promised a refund. Absolute lie. He said it repeatedly. Why on Earth would we downgrade to a CHEAPER ROOM if we weren’t expecting a refund? Make that make sense. Holding Guests Hostage Over THEIR Mistake We had a $1,000 balance from spa services and food. We told them to deduct that from the $2,162 THEY owe us. That is common sense. Instead, this hotel had the audacity to threaten to LEAVE US at the resort and let the catamaran leave without us if we didn’t pay the $1,000- even though THEY owe us over double that amount. Imagine a “luxury” resort basically blackmailing guests over THEIR screw-up. Dishonest, Untrained, and Completely Unprofessional Staff A butler even lied to our face about a fake “30-minute chair policy” just to take our seats. Another employee CONFIRMED it was a total lie and told us to file a complaint. That tells you everything you need to know: Even the staff knows some of their own people are snakes. BOTTOM LINE Impressions is NOT luxury. Impressions is NOT honest. Impressions is NOT worth a dollar of your money. It is a scam hotel run by liars who will say anything to upsell you, then gaslight you when they don’t deliver what you paid for. They take your money, refuse refunds, invent excuses, and threaten you if you push back. I wouldn’t recommend this place to my worst enemy. And one more thing- they had every possible flag hanging around the resort EXCEPT the American flag. Not one. Yet they have absolutely no issue taking thousands of U.S. dollars from American guests. The irony is disgusting. Stay far, FAR away.

  Nov 29, 2025
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  Pure Paradise-The Best Luxury Experience at Impression Isla Mujeres!

  We spent an incredible 10 days at Impression Isla Mujeres we were there from Nov 5th - 15th. We traveled with my sister and her husband. From the moment we arrived we knew we were somewhere truly special. This resort is in a league of its own, elegant, intimate and absolutely breath taking. Every detail is designed to make you feel pampered and cared for. The Staff deserves a standing ovation. Their warmth, energy and attention to detail made our stay feel effortless. Whether it was at the pool, beach or restaurants everyone went above and beyond to make us feel like VIP's. We ate at every restaurant and the food was exceptional, but the 4 of us agreed that Spezia was our favorite and we got to meet the chef! Everyone was so accommodating to my sisters dairy allergy, the entire staff made sure she felt safe and cared for and ensured that anything she ordered was dairy free even items on the menu that normally contained dairy were prepared with substitutions so she never felt limited. We do have to give a shout out to those that truly went above and beyond Gilman and Manuel at the pool and beach(always attentive and friendly) Jorge at Spezia (we would ask for him personally) Carlos and Alex at Unik ( top notch service) Orlando at the beach (would bring us drinks without even asking and remembered our order everyday) A solid 10/10- absolutely unforgettable.. we will be back next year !

  Nov 28, 2025