TripAdvisor Traveler Rating

Our first day at the resort was underwhelming. The check-in process was smooth enough, but it lacked any sense of warmth or personalized attention. The staff had a relaxed, laid-back energy, which did crea...te a calm atmosphere, but it often came across as indifferent rather than attentive. As Preferred Club guests, we anticipated a higher level of service — something that reflects the premium pricing and the promise of an elevated experience. Unfortunately, that expectation wasn’t met. The welcome felt standard, with no added touches or sense of care that typically distinguishes a Preferred stay. We had lunch at Oceana. The space itself was lovely, and once we finally placed our order, the food arrived impressively fast. However, it took noticeably long for our server to even approach the table, which delayed the entire meal. Portion sizes were modest, though being all-inclusive made it easier to supplement. We had dinner at Gohan, very intimate space and the Spring Rolls were Incredible. Ramen looked somewhat instant and the noodle portions were not consistent between myself and my friend. Sweet and Sour Pork came out cold which was a shock. The most frustrating experience came later that night. I attempted to order room service at 10 PM, only to find that the phone in our room didn’t work. After trying for half an hour, I walked to the Preferred Club for help—no concierge was present. I then had to go all the way to the lobby and finally reached someone at 10:45 PM. At that point, I was told the regular menu had ended early, even though the overnight menu wasn’t supposed to begin until 11:30 PM. I had to change my order after all that effort. The broken phone, lack of concierge availability, and inconsistent service hours created an unnecessarily frustrating experience. For a resort that markets premium, around-the-clock service, Day 1 has been disappointing. Especially with the resort being at 50%-60% capacity. Day 2: My friend and I originally planned a 4-day stay at Secrets Aura Cozumel, but after speaking with management on Day 2, we decided to leave on Day 3 due to repeated service issues and a lack of the elevated guest care expected at this level. At the Preferred Club breakfast at Bordeaux, service was disappointing. I asked for cream with my coffee, which was forgotten, and it arrived after the coffee was cold. My friend ordered Sweet Toast and was brought a Mexican crepe instead. Rather than apologize or correct the mistake, the waiter insisted it was good and stood there watching her eat something she didn’t want. It felt dismissive and unprofessional, especially for a Preferred Club experience. There was no clear way to tell who was a Preferred guest. At the Preferred pool, we noticed non-Preferred guests joining in freely, with no enforcement from staff. We also missed out on key benefits because they were never communicated to us. For example, we found out from Guest Service Manager Pablo C. that Preferred guests are entitled to one hour of hydrotherapy access—something we were never informed of at check-in or anytime after. Aside from the generic discount coupons, no one explained what we actually had access to. I’m also a travel agent, and I would never usually leave a resort early. But this experience felt disorganized, dismissive, and quite frankly disrespectful given how much we paid. There were a couple of bright spots—Bruno from entertainment and Florence from the Preferred Club, who went above and beyond to bring us our keys by the pool—but the overall stay lacked communication, consistency, and care. We calmly shared our concerns with Pablo and decided to continue our vacation elsewhere at Breathless Cancun Soul. Sadly, we would not return or recommend this resort.

This was the worst resort we have even stayed at!!! The professionalism, the entertainment, the food, the room, everything about this trip was terrible!!! Our room was old and dated. We had no cold water i...n the tub, the commode didn’t flush half the time, the shower was never warm, the cleanliness was not good, we only had bath clothes for the first of the four nights we were there. No one could give us directions to different places on the resort. Very unorganized and unprofessional. We were not given a tour of the property or given a map for areas in the resort. We had to find things on our own which took one day to find some of the things. We didn’t find many of the areas, restaurants, bars, etc that were supposed to be at the resort. We were very dissatisfied with this vacation for the amount of money we spent!!! The entertainment was very little for an adults only resort. This resort seemed to be more for elderly couples rather than couples who enjoy having entertainment throughout the night.

The trip to Secret Aura Cozumel was breathtaking experience.. we would definitely recommend it to anyone who wants to go and spend a nice time would be secret Aura Cozumel. You will not regret it and you’...ll you’ll meet some stuff that will make your stay worthwhile especially captain Rosanna, From Market Café and waitress Elizabeth. They did an amazing job there definitely you wanna to meet them

Our swim out room was on the end by itself and was one of the most romantic secluded spots ever! We enjoyed it to say the least! The French restaurant Bordeaux was tasty. The red wine butter called for sec...onds, very different and delish! Our room was spacious, clean and very nice.

We had a wonderful time at this resort. The beach is amazing. Clear water and fun snorkeling. There a some rocks in area upon entering so you’ll want water shoes. We only stayed four nights so we didn’t g...et to try all the restaurants throughout the three resorts that are accessible. For dinner we had Gohan, Olio and Pizza place at Dreams, and Bordeaux. Lunch we had Oceana, and buffet at Dreams. Breakfast was Bordeaux, Market Cafe and room service. We thought the food at all these was really good. Coco Cafe is great at Secrets and Dreams. We didn’t spend a lot of time in the pools since we swam in the ocean a lot and snorkeled, but late afternoon/evenings we enjoyed the small pool by the lobby and the middle beach front pool. The preferred pool water was really warm and most days loud and rowdy with people at that swim up bar. Ok for some, but not what we prefer. The hydrotherapy at the spa is one of the best we’ve used. We went twice. Great views from the Sky Bar. The staff is incredible. Always smiling and helpful. The grounds are pretty and well maintained. Sunsets are beautiful! The preferred lounge is very nice. Great bar service and snack food throughout the day and night. As for the room. We had a preferred suite 3rd floor with ocean front view. It was located at the end of the property past the lobby. It was so quiet. Rarely did we hear any noise even though it wasn’t far from the Sky Bar. The bed and pillows were so comfortable. The room temp was consistently cool which was nice since outside was about 90 degrees everyday. Looked like some updates were done to this room, but could use more. Always clean. Snack and drinks refilled. The rooms in back of property in slide pool garden view section have all been remodeled and various rooms throughout the resort with more in the process. Yes, the resort is showing wear, but with all the other great aspects of it, it didn’t bother us. It isn’t luxurious like Secrets Maroma, Tides, or other modern, newer resorts, but also doesn’t cost as much as those do so it shouldn’t be compared given the price difference. We enjoyed our stay and want to go back.