Secrets Aura Cozumel - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

7690 reviews

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  Beware: Hotel Refused to Honor My Reservation or Compensate

  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. 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.

  Nov 10, 2025
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  Secrets Aura Cozumel - 10/28 - 11/4/2025

  October 2025 Review – Secrets Aura Cozumel Going into this vacation, I had read many reviews that made me kind of temper my expectations. I was very pleasantly surprised. What was AMAZING? The atmosphere. The views were nothing short of spectacular. We had amazing weather. The first couple of days were a bit windy, but that breeze provided some relief from the heat and humidity. The water was perfect. By the 3rd day, the wind shifted and the weather was truly tropical: extremely warm, a little humid but not so that it felt oppressive. Just gorgeous. The forecast had rain every day, but in actuality, we felt about 5 light rain drops one evening and that was it. Perfect weather. The food. We ate at Oceana every day for breakfast and lunch. Shout out to hostess Virginia, and Sergio, our server. Both took the best care of us, always smiling and friendly. I stuck with a more traditional breakfast of an egg white omelet with breakfast potatoes and black beans. My travel partner went with Mexican breakfast dishes, choosing the chilaquiles and molletes. For lunch, I opted for the tlalpeno broth and tempura fish tacos every single day and did not regret it. I avoid mayo at any cost, but these tacos were so darn delicious, I gobbled up the chipotle mayo and danced a happy dance! SPOILER!! If you go for dinner, there are “breaded fish tacos” on the dinner menu that are the exact lunch tacos. 😊Don’t forget about the crab coquette and/or the garden vegetable cream. When Oceana was closed, we went to Windows. I ordered the Calabria (combo 4) and beef escallops. I can’t even describe. The beef was so tender, and melted in my mouth. And the roasted tomato cream might well be the most delicious soup I’ve ever had. WARNING: Eat a light lunch if you’re going to Windows for dinner. We did not go to Bordeaux, Gohan, or Market Café, so I cannot speak to those. But I believe Bordeaux provided the food at the Day of the Dead celebration, and it was very good. We also did the private wine cellar dinner at Bordeaux, which was a special menu. The red fruits salad was so yummy, followed by some kind of seafood broth, and then the entrée: shrimp, lobster and salmon. I have never been so full in my life. Shout out to Luis, the sommelier who hosted us. He did a fantastic job of creating the menu and wine pairing after speaking to us about what kind of things we liked, and what we didn’t. What was not quite amazing? The room. I actually had a wonderful room… ocean front on the 4th floor with breathtaking views. I read in many reviews that rooms were dirty or dated and/or had unpleasant smells. I didn’t experience any of that. So what was the problem? Hot water, or should I say the lack of. A cool shower is not a pleasant experience for me. I like my showers HOT. I mentioned it to the staff, and they sent a maintenance man to fix it. I did have warm water (better than cool water, but still not hot), HOWEVER, I had no water pressure. Also, the shower is just open. Whereas all the other resorts I’ve been to had the little cubbie with the toilet, and another right next to it with the shower, this one was just there. No shower door, or curtain, or anything. Helpful hint: there’s a little shelf built into the wall by the soaking tub, and tucked in there is a rubber shower mat. That at least helps with the slippery floors. 😉 The Preferred Club. Don’t get me wrong, the bartenders were great, all of them. However, one of the perks of the PC is the high end spirits. I like a Ketel One black Russian before bed. They ran out of Ketel One on our second night. They only had the one bottle, and didn’t get another bottle until the following Monday. I get that the resort was at low capacity (~30% I was told), but you should have more than 1 bottle of any spirit. Also, the PC snack situation. Again, I should say the lack of snacks. Most of the time, there were nothing in the 2 warmers and the few times there were, it was old. Like, one day, we were in there around 4pm, and there were still dry, crusty scraps of pancakes from breakfast. Ew. I will say that there were a lot of folks who checked in on that Saturday, and the snack game improved slightly. But the food was never hot. Coco Café. As with the PC, the selections in Coco Café were just kind of sad. Halloween. We always travel for Halloween and Day of the Dead for the festivities. Unfortunately, I didn't get to enjoy Halloween this year. The Halloween festivities were at Dreams only. Now, before anyone tries to come for me, understand that I pay for an adults-only experience. Secrets is often quite a bit more expensive than Dreams, so I was irritated that I would have to spend the celebration surrounded by children. Now… UVC has 3 properties all next to each other. Secrets, then Sunscape (closed for renovations), then Dreams. The walk to Dreams isn’t terrible, but I have mobility issues that makes walking long distances a challenge. My irritation with the Dreams party turned to annoyance when I was advised that there was NO transportation between the 2 properties. So, instead of having a Halloween party with kids around, I got no Halloween festivities at all. And to be perfectly honest, Secrets could have planned a little something for up at the Sky Bar. Maybe some spooky music, Halloween-themed drinks, etc. Nothing terribly fancy, but still entertaining. They missed that opportunity though. Day of the Dead was on the tennis courts at Secrets. The festivities were spectacular and the food was tasty. Yes, this party was open to Dreams folks, so there were children around too. But I was happy to get to participate in the festivities. All in all, I will definitely visit Secrets Aura Cozumel again. I may opt for the cool shower though, to get a little water pressure. But I will not visit for a holiday because I want my stay to be adults-only, and I want to be able to enjoy any festivities that may be planned.

  Nov 09, 2025
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  Oct 2025 Secrets Aura Cozumel

  This was our second stay here. We booked it last minute to avoid Hurricane Melissa at our original destination. -The beach, water, and the scuba diving are amazing. Great visibility and healthy reefs. -Pools were clean but a little chilly. -The staff is absolutely amazing. Everyone is so friendly and makes you feel welcome. -We aren't picky eaters so we found the food to be very good. Nice presentation and adequate portions. The staff at the Market Cafe deserves special recognition for their outstanding customer service: Kenia, Rosana, Gaspar, Mario, Alberto, and Ricardo. -We enjoyed the coffee shop and stopped there every morning before breakfast. -The sunsets are amazing from the rooftop bar. -There were only 2 restaurants open every evening so wait times were very long. We didn't have the Preferred Club -The shower from the room above us was leaking and there was water coming down the walls. The room was very damp and smelled strongly of mildew. We didn't have hot water for showers for the first six days of our seven day stay. -Overall, the resort is a good value for what you are getting.

  Nov 06, 2025
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  Excellent diving here and staff was amazing!

  Spent a week here with group of 14 scuba divers. Had a wonderful time. Stayed at Dreams but had use of both locations and restaurants. Loved the staff at Market Place, Kenia, Rosanna, Rene~, Alberto, Ricardo and Gaspar! All such lovely people. Very kind. I would recommend this location at this time of year. Not too busy, no crowds to deal with. Weather was perfect. Dive conditions were excellent except for one day a cold front came thru and turned very high waves. Reefs are in great condition. Tons of marine life. Dreams put on a wonderful Halloween party/Day of the Dead party! Absolutely amazing! I would certainly go back next October!

  Nov 03, 2025
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  It’s as glorious as it appears but decent

  It’s was ok. Little run down and no activities . Swim up bar closed, lots of construction, one hot tub, and pool closes at 8. Slides are run down and uncomfortable

  Nov 01, 2025