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Reviewed 24 February 2021 via mobile

Secrets has fabulous personal service- Teresita and Paola in Cocos coffee shop, our favorite restaurant Oceana has great staff- Mario, Jafet,Bianca,Julio, and Delores were very attentive. Angel at the Manatees bar. Our housekeeper was excellent. Paola at check-in and check-out was so helpful and informative.

Date of stay: February 2021
Trip type: Travelled as a couple
1  Thank Kathy R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 February 2021

First time to Cozumel, first time in an all inclusive resort. My trip was delayed by a day because of the Texas weather, but they easily accommodated my need for shifted dates. My room was clean, the whole property well taken care of. Restaurants had somewhat limited menus that overlapped a bit, but I assumed that due to limited capacity from Covid. I didn't participate in many of the activities, but appreciated that they tried to provide entertainment and things to do. Staff was fantastic. All were friendly and eager to help. Rosario at the Bordeaux restaurant was especially pleasant. She remembered my name when I walked up for my second visit, and her smile was nearly visible through her mask. Great trip. Will definitely return!

Date of stay: February 2021
    • Location
    • Cleanliness
    • Service
4  Thank G3423KVcr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 February 2021

We loved everything about this resort! The rooms, staff, views, food and most of all the entertainment crew (Leo, Johnny, Darwin and Eddy). Everybody was so helpful and so courteous! We stayed preferred and were well taken care of. The 24 hour room service is a huge bonus!

Date of stay: February 2021
Trip type: Travelled with friends
3  Thank BreannC9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 February 2021

We just returned from a fantastic vacation Feb 13-20th at Secrets Aura in Cozumel. We were initially concerned about making the trip after the CDC announced that a negative covid test was required prior to returning back to US or an isolation period would be needed. After reading about the precautions the Secrets/Sunscape resort was taking along with their testing procedures and even comping the extended stay if required, we decided to go. The resort did everything in every way to protect us by using distancing, masks, disinfectant, restaurant protocols to having employees checked for temperature readings prior to entering daily. All of this was done while allowing us to have so much freedom and fun on every level. The ocean view room was awesome and had a magical look. From the dive boat rides, I could see that the Secrets/Sunscape has more ocean view rooms than any other resort in the area. We were treated so well on every level. From the servers, Isabel, Cristal, Eduardo & Super Mario to Joseph and crew at the wonderful Bordeaux restaurant. They were extremely organized for the covid test at the resort and we returned home as scheduled. We are so thankful for the wonderful time we had and look forward to a return trip to Secrets Aura.

Date of stay: February 2021
    • Rooms
    • Cleanliness
    • Service
3  Thank EasternColorado
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 February 2021

The room we had was nice and had a great ocean view. We were in the Preferred area.
The restaurants have limited quality of food. Not very many healthy items/salads. The restaurants rotate being open do to limited operating capacity.

The beach is very relaxing, you will need water shoes to go in the water, lots of rocks.

Beware the maid service, they don't read the "Do not Disturb" sign. They just come right in, thankfully the chains hold. Lol.
Room service staff is limited on English, if the don't respond they don't speak English.

Room tip: Bring ear plugs. Not sure why the had construction going on at 1am. Also lots of work starting at 4am...
Date of stay: February 2021
    • Rooms
    • Cleanliness
    • Service
Thank whmcfarland17
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Seacz E Concierge Eduardo Betancourt, Director General at Secrets Aura Cozumel, responded to this reviewResponded 4 March 2021

Dear whmcfarland17

We greatly appreciate the time you spent reviewing your recent experience in our resort, we always welcome feedback, as it allows us to continually improve the experience we create for our guests.

We are happy to read that you loved the room, the Preferred area, and our relaxing beach. we are going to keep working to offer the best experience, on the other hand, we sincerely lament reading that you had some inconveniences and on behalf of the Management and staff of our resort; we would like to offer you an apology for not completely fulfilling your expectations, we are deeply sorry for the inconveniences you encountered. This feedback will be shared with the appropriate areas so they can look into each one of your observations.

With this said, we look forward to having the opportunity of hosting you back on a renewed opportunity to redeem your confidence in our resort and 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
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