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Secrets Aura Cozumel
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Reviews (4,183)
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Reviewed 3 weeks ago

My husband and I came to Secrets Aura for a week long honeymoon this April. We booked one of the Preferred Club Ocean View Rooftop Suite with a private pool. We were immediately upgraded upon arrival to an Ocean Front suite (it was so private, no one could see into our room and had nothing but Ocean views, which were wonderful). The VIP check in experience was great, and the Honeymoon package made the whole trip so romantic and fun! I HIGHLY recommend the Preferred club, as the private Preferred Club swim up bar was easily our favorite thing about the stay. Our two waitresses, Eugenia and Zitlaly were PHENOMENAL. They greeted us everyday as we headed to the pool and made sure we never went without food/drinks. I was so glad they were there with us in the Preferred Club for most of the days, as they really made it feel like a personalized, more fun experience. We also really enjoyed the entertainment staff, particularly Javier. He made a point to always stop to ask us how the day was going and how we were enjoying everything - Super super fun guy! Sure, the resort isn't AS nice and over the top luxurious as those you might find on the mainland/ other resort destinations, but it was extremely peaceful (I can't say enough how great it was to be at an adults only resort) and it felt incredibly safe. It IS a 20-30 min. trip or so to get back to town/the airport, but the shuttles to and from were fine, and as we never planned on leaving the resort anyways, this was perfectly fine by us! We definitely enjoyed Secrets Aura Cozumel. For the price, I think it is perfectly reasonable, and would definitely plan to come back again soon!

Room Tip: Higher floors and ocean front are the best! Total privacy
  • Stayed: April 2018, travelled as a couple
    • Location
    • Sleep Quality
    • Service
4  Thank Hailey W
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 3 weeks ago

Dear Hailey W

Thank you for taking time to post about our resort.

We're sure that the TripAdvisor community will appreciate your insights about our resort and your overall experience with us

We look forward to welcoming you again during your next visit to the Mexican Caribbean.

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 3 weeks ago

My wife and I stayed at Secrets in Cozumel from May 9, 2018 thru May 15 , 2018. On our second day there we received a call from our concierge asking if there were any issues. At that time we had 2 minor issues, the in room coffee pot did not heat properly and the bathroom scale did not work. Both of those concerns were rectified quickly. Day three brought heavy rains and wind. Our room was on the third floor of a four floor resort. Our bathroom ceiling leaked badly causing me to ask for our room to be moved. We moved on the same floor two doors away. That seemed ok until the next morning when my wife used the bathroom and almost fell as there was water on the bathroom floor in our new room. The open air restaurants has birds flying into and helping themselves to the buffet style fruit bar. On day five our bathroom ceiling leaked again but this time there wasn't any rain. There was an access hatch above our bathroom for the plumbing for the room above us. I had written down all my concerns for the concierge to review thinking they would get back to me. On our last day there prior to departing for the airport the resort lost it's water supply. Fortunately we had already showered and were just in need of freshening up. Upon checking out I asked to speak to the concierge in regards to our issues and was told that he would be in to work in about an hour. We would be at the airport at that time. Never did get to talk to the concierge. Also had a large quantity of birds that chirped and sang throughout the night perched in trees right outside our room. On a good note the resort was beautiful and the workers were very polite and extremely friendly.

  • Stayed: May 2018, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank williamsL2388AO
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 3 weeks ago

Hello Mr. williamsL2388AO

Thank you for your review. We are sorry that we did not meet your expectations. We are committed to working on each of the issues that you mentioned.

We are paying extra attention to the bird situations.

We hope you can give us an extra charge in the 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 3 weeks ago

We reserved a Preferred Swim Up Jr. Suite for 10 days for our Anniversary. The staff were all friendly and welcoming. The suite was a total disappointment. It was in desperate need of renovating as well as general cleaning and maintenance. It definitely did not fall into what I consider to be a "luxury" accommodation. The bathroom was a mess, obviously not well maintained over the years. The shower tiles were dirty, the jacuzzi tub had unidentifiable stains and the granite was dull. The swim-up patio had tile pieces missing, loose pieces
and a large chunk was missing along the edge. Housekeeping was definitely not on the ball. We never knew what time they would be there; sometimes early in the morning sometimes late afternoon. They would take the used washcloths and towels and not replace them. They did not always restock the fridge. The food was adequate but not what I was hoping for. The choices were somewhat limited and most everything tasted the same. We had arranged for a private dinner on the pier for our anniversary. We went down a little early and there were no signs of preparation for our special dinner. My husband went to the preferred concierge who made a phone call and asked if they could have an extra half of an hour. When we headed back down to the pier, everything was set up perfectly. Josef Ibarra, the Head Waiter from Oceana, made the evening perfect for us. He was very attentive but not at all intrusive. The food that night was excellent. Most everyone at the resort was very friendly, helpful and attentive. We were amazed at how much walking the beach and pool servers did, especially in the sand. But we always had whatever food and drinks we wanted, thanks to the wonderful service of Sis and Eugenia. Ricardo at Rendezvous was a wonderful bartender, always joking with my husband. When we ate at Market Cafe, we never lacked for anything as Sergio was always right there to get us what we needed. Javier and Juananini kept the place hopping with fun activities. Had it not been for all of the wonderful employees, this would have been a horrible trip. They are what made our vacation pleasant. Now it is time for the Corporate Administration to step up and do their part in renovating the resort. It is obvious that the burden of making the place pleasant has fallen on the hardworking staff.

Stayed: May 2018
3  Thank Joanne A
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 3 weeks ago

Dear Joanne A,

Thank you for taking time to post about our resort.


We're sharing your comments so that our General manager can take actions to avoid this perception to repeat itself with any of our future customers.


We're glad to learn you've enjoyed relaxation during your visit and kindly ask you to consider to visit us again during your next Cozumel Vacation.

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 3 weeks ago via mobile

We are traveling back from our five night stay (May23-28) at Secrets Aura. In short, Cozumel is beautiful and our room was nicely appointed with the an amazing view, but we would opt for Cozumel Palace (which we have stayed at before) that’s closer in town for our next stay. We stayed in the Preferred Section, oceanfront, room 924. Room was on the second floor. Any room in that building was perfect 921-924; close to the Preferred pool and Marketplace restaurant. Rooms on the lower level had walk-outs to the beach with lounge chairs, but you were right in the walkway to the restaurant. I emailed the resort ahead of time and requested the upper level.
We stayed at Secrets Silversands a few years ago and was impressed with the staff, food and property. This resort is a bit dated as others have mentioned, and the food was fair to mediocre at best. They seemed to have been considerably understaffed, especially around the pool area while the resort did not seem close to full.
This trip was one of relaxation with no plans for venturing out, so in all, we were able to relax and enjoy doing nothing. One highlight was the spa at Sunscape next door. A little pricey ($330 + tip for 2/50 minute massages) and recommend the Hydrotherapy beforehand.
We chose this resort for one reason-all adults, and with our prior experience, we think Secrets is an upscale brand. We would definitely select another Secrets resort again when planning a vacation.
Keep in mind, the resort is about a 30 min ride from the airport and 20 min into town.

Stayed: May 2018, travelled as a couple
4  Thank PBaltz
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 3 weeks ago

Dear PBaltz

We are sorry to learn your experience with us was not the best.

I have taken notes of the areas you mentioned and I am forwarding this to our head department to take the necessary actions.

We'll make sure this is correctly displayed so none of our future guests share this perception.

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 4 weeks ago

We have enjoyed several “homes away from home” over the years and now Secrets Aura Cozumel has become one of our favorites. The resort is a beautiful destination situated near the southern end of Cozumel, close to some of the best diving in the Northern Hemisphere. It is on a beach that treats you to amazing sunsets night after night. Another plus, it is only 30 minutes from the airport so you can easily be on the beach 90 minutes after you land.

This was our 5th visit and it met or exceeded our expectations in every way. We had a preferred swim up ocean view room on the main pool. For us that is as good as it gets.

The staff is great. Always smiling, always friendly and always up for a conversation. They were all very patient with my wife practicing her Spanish. Here is a “tip of the hat” to some special people. Angel served us in Oceana multiple times and he is the consummate waiter. We love both Isabel and Adele who serve drinks and snacks at the main pool. At times they seem to know what we wanted before we even ask. My wife also had great things to say about Adrianna in the Spa.

The resort has all the desired amenities but with that said it is a little tired cosmetically. The good news is there appears to be ongoing efforts to freshen up the property. Having travelled extensively we cant’ give it 5 stars but it is a solid 4 by any measure with many 5 star qualities. We have recommended Secrets to friends and family and will continue to do so.

We are already planning a return to Secrets in September. Can’t wait.

Room Tip: If the Preferred Club option fits your budget it is worth it. Love the extra perks.
Stayed: May 2018, travelled as a couple
3  Thank P31202
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 3 weeks ago

Dear P31202

Many thanks for taking the time to leave your kind words and observations following your recent stay with us at Secrets Aura Cozumel.

I was delighted that you’ve enjoyed all the details for 5th time. As are our regular practice, we’ve been happy to share your lovely remarks to our team who take so much pride in ensuring that all of our guests only receive the very best in service.

We look forward to having the pleasure of having you back home in the near future.

I remain at your service
Eduardo Betancourt
info.seacz@secretsresorts.com

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