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Reviewed 20 April 2017

We stayed in one of the "preferred" suites - the reason why I put double quotes around preferred is the sewage smell that emanates from somewhere close to the buildings in this section - it comes and goes but does get very strong in the evenings if there is no wind. The same smell is in the bar near the entrance to the Windows restaurant, which is unacceptable. Another problem with the "preferred" area is the relatively small pool with a swim-up bar results in quite a few very loud people concentrated in a small area. Room service made up the room at random times every day which was inconvenient at times. Also, the minibar is restocked at other, also random times by other people.

On a positive side, the restaurant service was very efficient - except for a couple of occasions when the waiters forgot about our requests or brought the wrong dish - and most of the food was excellent. The bed was extra comfortable which contributed to very good sleep.

Room tip: Check out the rooms that have a terrace with direct pool access.
Date of stay: April 2017
  • Trip type: Travelled as a couple
    • Location
    • Sleep Quality
    • Service
2  Thank fj604
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SeaczEconcierge, Management area at Secrets Aura Cozumel, responded to this reviewResponded 25 April 2017

Hello Farhad J,

We really appreciate your confidence for visiting our humble paradise, we really appreciate your comments. I´ll share every single detail with our team, never is our intention to disappoint you in anyway, we´ll work to be more consistent and improve things better in our service and facilities.

Hopefully you consider to visit us once again in order to change your vision of our service.

I remain at your service.
Eduardo Betancourt

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 April 2017

We have been coming to this resort for 3+ years now. We first came for our anniversary and loved this resort and it has only improved since then. They have wonderful friendly staff, that go out of their way to make you feel special. Our favorite waiter is Alejandro, he always does 5 star service with a smile, he makes sure everything is perfect. If you are planning a destination wedding or romantic treat, the weddings manager Patti Gomez is amazing. She will go above and beyond to make sure everything is how you want, she is a multi-tasking queen. There are many restaurants at this resort and the sister resort next door. This is an all inclusive resort and you can eat at any restaraunt at either resort. All the food is great and beautifully presented. Secrets is the adult only resort, it tends to be more couples and not the party seen. They do offer many activities and party options if that is what you like. I really enjoy when the set up the large screen on the beach at night for special sporting events or movies. It is fun to lay in a lounge chair and have drink brought to you while you watch classic movies. If you just want to lay on the beach under an umbrella, the beach is immaculate (they rake it every morning), they have wait staff to serve you food and drinks (also all included). Alejandro makes sure you get the same attention on the beach as you would in a restaraunt. The room service is spot on as well, with many options 24hours.
They have done many improvements since we first started coming here. They have totally improved food quality and service. They have many options for activities - paddle boards and such. It has a great beach for snorkeling and the diving is amazing. My favorite room is the ocean front rooms, walk right out on the sand and the water is 30ft from your door. The rooms are spacious and very clean. The beds are very comfortable. The Sabor resort next door is great for families with children.

Date of stay: April 2017
  • Trip type: Travelled as a couple
    • Rooms
    • Cleanliness
    • Service
3  Thank KerryD1969
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SeaczEconcierge, Management area at Secrets Aura Cozumel, responded to this reviewResponded 25 April 2017

Dear KerryD1969,

Thank you for taking the time to share your amazing memories of Secrets Aura Cozumel with the community.

We are so delighted that your stay was made special and that you hope to return to visit us for teh 4th time. Secrets Aura is a rather special place; made so by the team but also the adorable guests, like yourselves, who we have the pleasure of welcoming here each day.

It is really nice to also see all the positive factors during your stay with us and many thanks for your kind words of our team, some of whom you have personally acknowledged.

Thank you for choosing to stay with us and I look forward to welcoming you back to your new México home.

I remain at your service.
Eduardo Betancourt

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 April 2017

We booked an ocean view w/ plunge pool. When we arrived we were told our room was not available even though we booked this room 8 months prior to our visit. Extremely disappointing. Ultimately we were given a very nice room and some of our money returned. But it was a bitter pill to swallow immediately upon arrival.
The staff was great and service was almost always given with a smile. The people that complain about housekeeping...I just don't know what to say. Housekeeping was awesome!! Our mini fridge was filled everyday at the same time.
Yes, the resort needs some serious updating and the entertainment is marginal. But most vacations are what you make of it!! If you want to be entertained then an all adult relaxing spot may not be for you.
The food was spectacular. El Patio was by far the best and we had great service there. Bourdeax was a gourmet experience to rival service on the cruise ships.
Just to repeat vacation is what you make of it. Go there and have a good time and leave your grumpiness at home.
We will be back and hopefully we can get the room we originally booked.

Room tip: swim up room is the way to go
Date of stay: April 2017
  • Trip type: Travelled as a couple
    • Value
    • Cleanliness
    • Service
1  Thank Angela L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SeaczEconcierge, Management area at Secrets Aura Cozumel, responded to this reviewResponded 25 April 2017

Hello Angela L,

We appreciate your comments about your last stay with us.

We appologize about the inconviences during you arrival , we are happy to see that we could change that we are always working to reach your expectations.

We are also happy to see that you enjoyed your stay and were sitafied with this.

We hope to have the honor of welcoming you back to Secrets AuraCozumel, allowing us the opportunity of providing you a truly wonderful and memorable experience again in the near future.

I remain at your service.
Eduardo Betancourt


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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 April 2017

We travel to Mexico once or twice a year every year for a week long vacation. We generally stay in Cancun but decided to try Cozumel this year. Upon arrival at Secrets Aura, the first thing we were greeted by was the terrible sewer smell in the lobby. This smell permeates the entire resort. It is particularly bad in the lobby bar and in the walk ways between the marketplace restaurant and the preferred rooms. Our room stunk also. The sewer smell coming from the sink was horrific. The room was a dark, undecorated room with a warehouse feel. The caulk was cracked and peeling off the sink. The walls were dirty. We requested hangers and bandaids from guest services. When there was no response for an hour we called again and the said there was no record of the request. An additional 30 minutes later someone showed up with bandaids and no hangers. The cleaning/housekeeping crew was a nightmare. They did not empty the trash the first two nights. When they finally emptied the trash on the third morning, they left trash in the can and trash strewn across the floor. The bathroom was not straightened and used amenities were not replaced. The third day we could no longer stand the smell and complained to the concierge who upgraded us to a preferred room, on the second floor with no elevator and in a very stinky sewer area. After we changed rooms, Nelly the concierge never checked back with us for the remainder of the trip to see if everything was okay. The food was pretty decent. The service was not great. One night while dining at Windows, two in our party ordered beef and two ordered fish. The waiter brought three beef dishes. When he was told the order was incorrect, he told us the two men could share the one fish dinner. I used the spa three times. When I had two massages, the process includes hydro therapy. On both occasions my friend and I were left unattended in the hydro area in the cold water for more then 15 minutes. This is a beach resort. Three days in a row there were no beach towels in the morning. We complained about this also to Nelly who said she would have beach towels in the room for us every morning. Of corse this never happened. We returned to the room on our 5th day to find my I watch, Kindles, and speakers missing. Our computer was still in the room. House keeping left a note which could not be read because the printer was out of ink but said something to the effect that we should use the safe. We went to the concierge to report the theft. We were told housekeeping put our things in the safe and security would have to come open the safe for us. This is the worst policy ever! I can say the wi-fi was great and the beach/water was amazing. We will never stay at this hotel again. Entertainment was terrible.

Date of stay: April 2017
  • Trip type: Travelled with friends
    • Location
    • Cleanliness
    • Service
3  Thank jmc2058
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SeaczEconcierge, Management area at Secrets Aura Cozumel, responded to this reviewResponded 25 April 2017

Dear jmc2058,

Our guest’s feedback is truly appreciated in our constant commitment to improve our service levels.

We have taken note in our opportunity areas kindly mentioned on your overview. Please be certain that all your feedback have reached our Management and we will work in our opportunity areas.

We truly hope you allow us another opportunity to welcome you and allow me to assure you that you will notice all the improvements we have made since your last stay and hopefully change the thought you have towards our Resort.

I remain at your service.
Eduardo Betancourt

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 April 2017

We loved our 5-night stay! The place was beautiful and clean. Plus, it never felt crowded! We stayed in a preferred king suite with ocean view. The preferred pool with swim-up bar was wonderful. The beach was gorgeous and well-kept. Our preferred concierge and guest relations staff was excellent! The restaurants had beautiful oceanfront views. We'll return!!!

Date of stay: April 2017
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
3  Thank cjcbs98
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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