Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
7468 reviews
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Apr 06, 2025The Worst
The mixed drinks are horrible. Even a vodka tonic was horrible. The wine in the restaurants was better than at the bars but still barely drinkable. Our room was a swim out but every day a smell of sewer was overwhelming. Had to flush toilet and run water to try and get rid of it. The food seemed to be the same but with different seasonings to accommodate the restaurant theme. We fell for the Unlimited Vacation hype years ago and are now members trying to get our $ out of it. You have to pay extra for other Secrets resorts. The only reason we come here is the $ aspect and my husband is an avid scuba diver. I would never recommend this "hole".
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Apr 05, 2025Oceana Seafood Restaurant
Miguel Sanchez was such a wonderful waiter. He made our evening at Oceana Seafood Restaurant a very special evening. He was pleasant and very efficient. The food was hot and service speedy. Thanks Miguel for making our dinner so special. Ask for Miguel, you won’t be disappointed.
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Apr 04, 2025Stay somewhere else.
Horrendous check in process. Dirty room. Room smelled of rotting flesh. In room jacuzzi not usable as it was disgusting. Outlets don’t work. Pool not very full. No swim up bar. Seemed to be limited dining options. We will never stay here again
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Apr 04, 2025
When Expectations Collapse: The Unraveling of a Hyatt Experience
TO WHOM IT SHOULD CONCERN, As a magazine publicist and longstanding supporter of premium travel experiences, I am disheartened—no, *appalled*—by the utterly dismal experience endured at your property. What was expected to be an elite, seamless getaway as paying members quickly unraveled into a chaotic, underwhelming, and deeply frustrating ordeal. Let’s begin with the basics: we are *members*. MEMBERS. Yet, not only was there no visible recognition of our status—no banner, no welcome, no effort—but we were subjected to the kind of service and treatment that barely qualifies as passable for walk-in guests, let alone loyal, paying members. This is beyond unacceptable. The food and service? An absolute trainwreck. We waited *over an hour* for food. Multiple times. Only to be told, more than once, that you were “out of fries”—while fries were being served to other tables in plain view. We weren’t confused. We were insulted. They had a Hibachi restaurant but guess what?! That had a separate price! The resort itself? Tiny and uninspiring. The only way to escape feeling boxed in was to bounce between *three* different properties. And after upgrading our membership? Regret. Zero added value. Nothing felt exclusive, nothing felt elevated. It was simply a higher price tag for the same substandard experience. Frankly, Excellence Resorts *blow you out of the water*. No membership fees, consistent VIP treatment, exceptional food, and service that anticipates needs rather than ignores them. If Hyatt's paid membership model can't deliver *better* than what's available for *free* elsewhere, what exactly are we paying for? The inconsistencies were mind-boggling. The gym’s leg equipment was outdated and neglected. I *had to beg* for the "Secrets" welcome bag that everyone else seemed to receive with ease—again, WHERE is the member recognition? And the preferred areas? Laughable. Unmonitored and overtaken by non-preferred guests, leaving little to no availability for the very people who paid for access. In what world is that acceptable? The visible staff idling around while guests sat parched and hungry was the final insult. Orders ignored, waters undelivered, and a complete inability to adapt to what was clearly an overwhelmed system. Is this what you consider hospitality? And as if our days weren’t disappointing enough, the *nights* brought no peace. Loud carts rattling all night long, echoing through the walkways and jarring us from sleep—*repeatedly*. Behind our room? Drunk, loud, utterly uncouth chaos that went unchecked by any form of staff presence. Let me be unequivocally clear: This was not a vacation. It was a masterclass in disorganization, disappointment, and disregard for your paying guests. I get *PTSD* just thinking about returning. We will use what we must to exhaust our membership—because we paid for it—but the moment we can return to a resort that understands what true excellence and VIP treatment look like, we will. This experience was not only beneath expectations. It was beneath the Hyatt name. I suggest you reevaluate your priorities before more loyal guests decide that your brand no longer meets the standards you claim to uphold. Sincerely, A Very Disappointed and Formerly Loyal Guest
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Apr 02, 2025
Beautiful location and fantastic staff
I am writing this on our last night at Secrets Aura Cozumel, reflecting on what has been one of the best holidays we have ever had. My husband and I chose this resort to celebrate our 10 year anniversary this April, having had a great experience at another Secrets resort in Cancun last year. We wanted to try this one because of its beautiful island setting and the many activities Cozumel offers. We stayed for 10 nights and what truly made this trip exceptional was the staff. The service here is outstanding. Every member of the team is warm, attentive and genuinely eager to ensure guests have a great stay. The small touches, like always being greeted with a smile and staff following up to check we were enjoying ourselves, made a real difference. I will admit I had some concerns after reading a few reviews before we arrived but I need not have worried. While some areas of the resort are a little tired, it is still lovely and ongoing refurbishments mean it is improving all the time. The location is stunning with beautiful beaches and crystal clear blue water. Dining options are plentiful with several restaurants on site and Preferred Club guests also have access to Dreams and Sunscape. If it is within budget, I would highly recommend going Preferred for the extra perks, including a dedicated lounge, additional dining options and the Preferred pool with a swim up bar. A special mention goes to some of the amazing staff who made our stay so memorable. Antonio at the Preferred concierge looked after us exceptionally well, ensuring we were well catered for as vegetarians. Victor and Ruben, the captains at Oceana Restaurant, were both personable and attentive. Aaron and Bruno from the entertainment team were great fun. Aaron even convinced us to do tequila tasting, which was both enjoyable and informative, thanks to Luis. Angela, one of the restaurant staff, went above and beyond to make us feel welcome at dinner. Moises from the Preferred Club regularly checked in to make sure we had everything we needed. This list is not exhaustive and I am sorry for not mentioning everyone, but the staff here are a true credit to the resort. Overall, we have had an incredible stay and I would not hesitate to recommend Secrets Aura Cozumel. We travel often and stay in high end resorts, so it is high praise to say this has been one of our best trips. If you are considering booking, do not let a few dated areas put you off. You will be too busy enjoying the exceptional service, stunning surroundings and fantastic atmosphere to notice.