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A Good Stay Dispite COVID
Sep 24th, 2020
We just got back after spending 12 days at Secrets Cozumel. We were unsure what to expect due to the COVID-19 pandemic. Originally, we were only scheduled to be there a week, but we were surprised and so well taken care of that we spent an additional 5 days. We stayed in the Preferred area and our room was nice and clean, no major issues. With the COVID protocols, pretty much everything is wrapped in thick plastic. This is reassuring, but difficult to open sometimes. And as with most trips, some days you get washcloths and some days you don't. With the Preferred Club, there should have been a bottle of tequila upon arrival which we did not get until 7 days into the trip after we brought it up to the room service team. We also had to call everyday for the snacks we were supposed to get in Preferred too as they were never restocked in our room. Due to COVID there are no buffets, and the sushi restaurant (Gohan) is closed. With that said, there is Asian night offered every few nights and it has the same menu so we had that every time it was available as it was our favorite. Bordeaux has pretty good food and their chicken cordon blue is good, but the lamb stew was absolutely disgusting. Windows has pretty good food too. We were very surprised by the blackened fish at the Sunnyside grill next door. It was amazing and we wound up ordering 2 orders it was so good. The same with the cheesecake (YUM). The breakfast offered is pretty average and there just is not enough selection. In the beginning, our orders were never right during breakfast, by the end of the trip it seemed that we got what was on the menu, we just learned to just expect it not to be right. The staff is amazing and they work so hard. Mily in the Preferred area is AWESOME and she took great care of us. If there was a problem, she fixed it and with such a great smile (behind the mask) and always checked up on us daily to make sure things were good. We were also blessed to have such great servers at the Preferred beach area. A big THANK YOU so much to Gilberto, Arelly and Miguel. Although we pretty much drank the same thing everyday, you guys took such good care of my wife and I and we are so thankful for you all! I also want to say "thank you very much" to Javier (bar staff Captain) for taking care of our Tequila emergency (we ran out of Hornitos) and Javier had staff get some more from town for us. That was amazing. We also want to thank Leonardo from the entertainment staff for his energy and great attitude. We always enjoyed talking with him everyday. I don't really know how to express to the staff we came into contact with how much we appreciate them because they are the best. I would encourage eveyone who visits to tip their servers for the work they do as they are working hard to take care of you and they do a fantastic job. Despite any of the negatives, the staff, especially Mily, Gilberto, Arelly and Miguel made our stay such a positive one. We really miss them all and hope to come back and see our new friends again soon. TRIPADVISOR.COM USER
shop around, be careful
Sep 21st, 2020
So this was our first time to Mexico and an all inclusive atmosphere. Hotel wanted $253.00 US for transportation from airport to hotel and back. We used the local taxi service with red stripes on vans and paid 14.00 US for both of us one way. ALSO stay away from online shuttle company Viator subcontracted by Discova , they dont exist and wont show up to pick you up from the airport. Day 1-2 DONT GET TRAPPED AT THE AIRPORT BY THE " SECRETS" STAFF AT THE COUNTER IN THE AIRPORT LOBBY!!!! it was a total scam. We were given "coupons" for 55.00. come to find out there are limits on the use for them. Also we couldn't get our coupons unless we sat down for a 90 minute presentation that was actually 3.5 hrs long. Very high pressure and they sent 3 people to try and sell us. When we said no for the 23 time, they came back back with a smart a$% response of "it were $1.00 you wouldn't buy?" That set my wife off and she's the calmest of calm. we finally got out of the room and it took two days for me to cool off. Why would I spend $50K on something I have never seen or experienced. That was later confirmed when I saw and experienced our room. Days 2-9 ROOM- when we reserved was told occupancy was only 30% and we get a super upgrade at check in that may even be a preferred swim up room. Occupancy WAS NOT 30% at arrival and upgrade was second floor "kinda ocean view" room. Room was ok except in the mornings there was standing water on the marble tile floor from the condensate in the air. The front door had no weather stripping and when humid air hits cold floors, it makes a watery mess. Slipped on the floor multiple times even after putting towels down. Finally hung up the bed runner over the crack in the door and floor and stopped that problem. POOL- not enough umbrellas and loungers. Vicki and Isabella were awesome and service was above average. Pool surface is missing grout on 80% of the pool, but it was clean. FOOD-Borduex was amazing both nights there. The Italian place was nasty and service was horrible. The Oceana was good for breakfast and some lunch options, though we stayed by the pool and ordered chicken quesadillas and nachos most every day after diving in the morning. Those two were awesome! STAFF- front desk area needs help, not organized at all. takes way too long to check in and hot champagne doesnt help either. The rest of the staff was pretty decent. FACILITY OVERALL- needs updating and modern look. No dressers in rooms, TV's were small, room phone was horrible. there are some areas along the walking path that smell like you're walking through a sewage treatment plant, literally, and we thought we would gag. Fire Extinguishers missing where signs showed them to be, elevators were small, electrical connections would never pass code in the US on the dock going out to the water, parking for rental cars is horrible ATM FEES- charged 50.00 service fee for withdrawl-REALLY? SUMMARY- don't know if we would go back based on this experience. I certainly wouldnt buy into the travel club they offer based on our experience here. TRIPADVISOR.COM USER
A Wonderful Retreat
Sep 12th, 2020
My husband and I stayed for a week with 2 other couples. We were celebrating our 10 year wedding anniversary and two 30th birthday parties. Huge perk to this resort is that there are no wrist bands and NO towel cards!!!!! Praise Jesus!! COVID: This was our first trip since COVID. The hotel definitely did their part to keep guests safe with hand sanitizer everywhere and foot baths before entering restaurants. Upon arrival they sanitize all your bags and take your temp. All staff members wore masks at all times. Masks were optional on the property for guests, but are required when in town. FOOD: Due to covid there were limited restaurants open. No buffets and 2 locations open for dinner every night. The food was good. We experienced some interesting menu items that some in our group preferred over others. Hands down the French restaurant was a land slide winner with our group. Everything on the menu was incredible! We did venture next door to Sunscapes for dinner a couple times. Their food was good as well, but the resort is family friendly so that can change the dining experience a bit. ROOM/GROUNDS: The grounds were beautiful and well maintained. We were obsessed with our room! It was spacious and the decor was modern. The view from our first floor ocean front room was probably the best we’ve ever had. The waves were lapping in the beach 30-40 feet from our patio. It was breathtaking. BEACH: The beach at this property was wonderful. It’s pretty rocky in some spots. We saw lots of people with water shoes. If you pay attention to the signs there is a spot to enter between Secrets and Sunscapes where it isn’t rocky. Make sure to rent the snorkel gear! You get 2 free hours a day. There were tons of fish right off the beach! PREFERRED CLUB: We were part of the preferred club, which we enjoyed. Check in takes place in the preferred club which had a bar, sitting area and board games. We didn’t spend too much time there as we prefer to be by the water and the club doesn’t have much of a view. Preferred club also gives you access to the preferred club pool and swim up bar. This pool had the best ocean view in my opinion and the bar was stocked with high end liquor. EXTRAS: My husband and I celebrated our 10 year anniversary during this trip. We scheduled the romantic dinner on the pier. The view out there was spectacular. It was the perfect setting to privately renew our vows. The food served was also very good. They decorated the beach HUGE in rose petals saying Happy 10 Year Anniversary. My husband also surprised me by having our room decorated with candles, rose petals, chocolate covered strawberries champagne and the most beautiful bouquet of flowers. It was the perfect touch to the end of a beautiful night. SHOUT OUTS: Thank you to Felipe and Mario at the preferred swim up bar who worked their butts off and kept the drinks flowing. Hugo with Adventure Photos for taking the most beautiful photos of my husband and I on our anniversary. Mr. Joni with the entertainment staff was THE MAN!! Friendly, funny, knew us by name after the first day and helped us set up some awesome games of water volleyball every day. Thank you Secrets Aura for a wonderful time and an escape from this crazy world we live in. We would definitely return some day. TRIPADVISOR.COM USER
First to stay after reopening from Covid
Sep 9th, 2020
We came as soon as we could! I felt safer here than I did in the states. You arrive, clean your shoes, they take your temp, give you sanitizer, a new pen to fill out your paperwork. All employees were required and did wear masks. Everyone was extremely careful and respectful. Great job at the pool bars and entertainment. They only had one restaurant open (overlooking the beach) but they changed the menu each night to match with the other restaurants. The Italian place opened the day we left. Everything in our room was sanitized and put in sealed bags (including the remote). They cleaned the room everyday! We had a blast - of course the resort was only at 30% capacity but that made it great - no lines or fighting for beach chairs. We will definitely go back! TRIPADVISOR.COM USER
Sep 8th, 2020
Love the resort and the food is great. COVID changes everything, so patience is needed, but not the resorts fault. The buffets were closed and it was fine without them. The food at every meal was great and they added 24 hour room service. The beach is Rocky Cozumel beach, and the snorkeling was the best I have seen. Right off the beach we saw, stingray, starfish, and barracuda. I loved every minute in the water. The sky bar was hopping every night, and the fire show was great. Wish all the shops were open, but saved a little money not shopping. TRIPADVISOR.COM USER
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