Hotel Overview
The magnificent Secrets Spa treats you with dozens of pampering choices. Experience pure indulgence through a combination of the latest hydrotherapy and indigenous treatments.
Indulge in an expansive array of international cuisine. Choose from four a la carte gourmet restaurants and a buffet venue reservations are never required. Most restaurants offer oceanfront dining. Or sneak away for a romantic meal in your suite or on the beach. Your Unlimited-Luxury privileges include all meals as well as premium beverages. Guests also have the option to Sip, Savor & See. Enjoy complimentary dinner and drinks and live evening entertainment at nearby participating resorts from 6pm to 1am (transportation costs are not included).
Location
CozumelProperty Information
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Hotel Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Hotel Spring Break Policy - Student Groups (Spring Breakers) are not permitted at Hotel. A student group consist of those that travel without parent supervision or a responsible adult in each room. This could refer to but not limited to high school students or college students booking multiple rooms. The hotel reserves the right to deny lodging to any reservations of this type.
General Information - Room taxes are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
7163 reviews-
Disappointing Experience at Secrets Aura Cozumel
My wife and I, along with our friends and neighbors, recently stayed at the Secrets Aura Cozumel resort from November 1st to November 9th, 2024. Unfortunately, our experience fell far short of the "4.5-star luxury property" that Secrets claims it to be. While we have previously enjoyed other Secrets properties in Mexico, this particular resort was a significant letdown. Our friends, who are Unlimited Vacation Club members, faced additional frustrations with their room, dealing with ongoing issues like unreliable hot water and water pressure, which the hotel made no effort to resolve. Each time they voiced concerns, management’s response was simply to suggest upgrading their already-expensive Unlimited Club Membership. This, along with a host of other issues, left all of us questioning the property’s “luxury” rating. Positive Aspects Despite the negatives, we appreciated the friendliness of most of the resort staff. The sunsets and turquoise waters in Cozumel are stunning, and the island has a unique charm. However, these positives were greatly overshadowed by the numerous issues throughout our stay. Major Disappointments • Poor Communication and Limited Dining Options: The lack of communication about resort activities made it difficult to know what was happening and when. Additionally, multiple restaurants were closed on several nights during our stay, severely limiting dining options and leading to long wait times. The Sky Bar, one of the more popular spots, was also closed several evenings, and the elevator to the Sky Bar was broken almost the entire time. We were told by other guests that this elevator issue has been a problem during a previous stay over a year ago. • Understaffing and Slow Service: The resort seemed understaffed, resulting in slow service and long wait times. • Inconsistent Amenities and Services: Many advertised amenities—including attentive pool and beach wait service, 24-hour room and concierge services, and a daily refreshed minibar—were unavailable or poorly executed. • Limited Daytime Activities: Aside from a basic pool yoga/aerobics class, there were few daytime activities, and nighttime entertainment was minimal, with no themed parties and very limited options overall. • Limited Dining Options: The property’s proximity to Sunscape Sabor did not make up for the limited dining options at Secrets; rather, it further highlighted the lack of quality dining choices. • Limited Bar Seating: With only two bar stools each at the Sky Bar & Sushi and the Desires disco, finding seating was often impossible. • Low-Quality Food and Beverages: The food quality was poor across most restaurants, with limited, repetitive menu options. Alcoholic beverages were watered down, and restaurant service was particularly slow. Additionally, the coffee bar frequently ran out of supplies, limiting choices to basic lattes or plain coffee. • Room and Resort Maintenance: The resort felt poorly maintained, with dim stairways, broken pool lights, and an overall sense of neglect. Our “swim-out” room had non-functional lights in the wading pool, and the slides to the main pool were unusable due to a lack of water. The tennis courts were covered in dirt and essentially unusable. Additional Issues • The spa and fitness center were not located within the Secrets resort; guests had to walk over to the adjacent Sunscape property, which we found inconvenient. • There was no self-service laundry. Although laundry service was offered, staff couldn’t provide clear guidance on pricing or the services available. • The number of flies around the breakfast buffet were disgusting. • On multiple days, halved hot dogs were served as “breakfast sausages,” there was no bacon, and omelets were inconsistent. • The desserts at all locations were equally underwhelming and disappointing. • Pool areas were not well-maintained. While the water was clear, the pools were often full of debris, and many of the pool lights were broken. Additionally, no effort was made to clean up iguana droppings around the pools. • The pool music was not overly loud, however, the selection was an odd mix of elevator music and techno jazz. Conclusion While Cozumel remains a beloved destination for us, with its stunning natural beauty and rich cultural heritage, our experience at Secrets Aura Cozumel was a stark reminder that not all resorts are created equal. We left Secrets Aura Cozumel feeling underwhelmed and disappointed, a stark contrast to the luxurious experience promised by the resort. Despite being seasoned travelers and fans of the Secrets brand, we were shocked by the numerous shortcomings and inconsistencies throughout our stay. The resort's failure to deliver on its own advertised promises was a major letdown, and we cannot in good conscience recommend Secrets Aura Cozumel to others. For travelers seeking a truly luxurious experience in Cozumel, we would advise looking elsewhere. While Secrets Aura Cozumel may offer a beautiful setting, its numerous shortcomings and lack of attention to detail make it a less desirable choice. We hope that the resort will take our feedback to heart and work to address the issues we encountered during our stay. Until then, we cannot recommend Secrets Aura Cozumel to others. Our Rating: 1 out of 5 stars Recommendation: Look for alternative luxury resorts in Cozumel that can deliver on their promises and provide a truly exceptional experience.
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Women Beware...
My friend (25 F) and I (26 F) booked a stay at Secrets Cozumel to attend a wedding at Dreams Cozumel, under the assumption that since both resorts are owned by Hyatt, we would have the ability to go back and forth between them. We chose Secrets over Dreams because of its 5-star rating, adults-only policy, and the fact that it offered more restaurants on the property. While this was my friend’s first all-inclusive resort experience, I have visited several in the past, including the Excellence Riviera Maya in Cancun in May 2024. I’m sharing this context because, after my experience at Secrets Cozumel, I would rate it no higher than one star. Upon our arrival, we were immediately treated differently from other guests. Although we arrived two hours before check-in, we were forced to wait nearly an hour, and unlike other guests, we weren’t offered champagne upon arrival. When we checked in, we mentioned that we were attending a wedding at Dreams and planned to spend time there. No one at the front desk informed us that we hadn’t booked a “preferred” room. While trying to find a place to eat while our room was being “cleaned,” we were turned away from two restaurants for not having "preferred" status—even though we hadn’t yet been assigned a room number. After waiting almost an hour for an awful hamburger and cold quesadilla at the Barefoot Grill, I went back to the front desk to inquire. We were told that without "preferred" status, we were only allowed to dine at 3 out of the 9 food outlets on the property. Nowhere on the app, website, or in the reviews I read before booking was it disclosed that “preferred” status is required to access most of the resort’s amenities. The staff member at the front desk was somewhat helpful and even asked for our ages to try to get us a “discount” on a preferred room. This should have been a red flag, but in this moment, we thought we would get help with a preferred room. He then suggested we consider transferring to Dreams. We ultimately decided to check into our room and go to Dreams once our friends arrived. Our room was 4131 - top floor of the farthest unit on property. It was the worst room I’ve ever stayed in. I've been to Springhill Suites with cleaner and updated rooms. There was sand everywhere, the minibar was empty, there were no water bottles or snacks, no hairdryer, and there was mold in the shower. To make matters worse, we found a pair of underwear in the room that didn’t belong to either of us. We requested a golf cart to take us to Dreams and arranged for a transfer for the next day, as Dreams was fully booked for our first night. When we returned to our room around 8:30 p.m., we discovered that the shower had no hot water. Around 10:00 p.m., we had a knock at the door. A man insisted on entering to "check the AC." Thankfully, we didn’t open the door, and I told him to leave. In hindsight, I truly believe my friend and I were in danger and didn't know it. On our second day, we moved to Dreams, and other wedding guests who had also stayed at Secrets transferred there by the day of the wedding (two days later). I met 4 different couples at the bars at Dreams who had similarly terrible experiences at Secrets—mold in the showers, dirty rooms, no hot water, bad food, pillows smelling like piss, and more. One of these couples frequents Secrets Akumal and this was his & his wife's first time at Secrets Cozumel - they will not be returning. I strongly advise against staying at Secrets Cozumel, particularly if you’re a woman traveling with other women or without male companions. While it’s a stretch to think this, my fiancé suspects that the staff may have assumed we were sex workers. I believe the staff put our safety at risk when they asked for our ages and sent an unannounced man to our room late at night, posing as maintenance despite never announcing themselves as maintenance. In short, the experience at Secrets Cozumel was appalling (to say the least), and I would never recommend it to anyone. If my friends were not getting married, I would have never spent the night.
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Stay away
Terrible stay. Resort is outdated and we would never go back. The room had no locking window (one the first floor), mold on the window, a door that had been kicked in, patches all over the walls, a motor that ran continously in the bathroom. The whole resort and room included smelled like sewage. No hot water and many guests were complaining at the front. For most of the day the music was so loud and you could not escape it even in the sewage smelling room with the windows closed.
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Secrets secret
I enjoyed my stay. However the hotel really needs to speed up the remodeling and updating they started. I have been going for years and very disappointed on how badly it has gotten since Hyatt took over. The staff and employees go above and beyond what is expected. I will go again but I really hope Hyatt steps up and makes the improvements that are needed.
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Paradise!!!!!! Amazing people and resort.
Was absolutely amazing. We had a ocean front JR ste. room was clean, beautiful views. Bed was amazing, room service was top notch, the resort was clean and staff was the most helpful we have ever met. Angel Lopez was amazing and so helpful. Planning our trip for next year. Cozumel 2025!
*Prices per person based on double occupancy including round-trip airfare via U.S. certified air carriers (unless otherwise stated), hotel taxes and baggage handling, fuel surcharges, and all pre-collected U.S. and foreign taxes. Round-trip airport/hotel transfers are included in Mexico (excluding Loreto), Central America and many Caribbean Islands. Transfers not included for air-only passengers. Prices valid on new bookings only and in some instances, pricing may specifically apply to one of multiple flights on select departure days. All packages are based on the lowest hotel/air classes available at time of publication, capacity controlled, subject to availability and change without notice. Promotional pricing may only be available for a limited time. Restrictions & black -out dates may apply. Fees may apply for carry-on and checked baggage-view Baggage Policies. Some resort fees, environmental levies and departure taxes are not included and may be payable in resort. View Frequently Asked Questions for more information. Apple Vacations is not responsible for errors or omissions. Bookings are subject to the current General/Cancellation Terms & Conditions. All public charter flights Allegiant Air: PC 20-070/PC 21-043; Swift Air: PC 21-056; Viva Aerobus: PC 20-081; Volaris: PC 20-099 are operated by ALG Vacations Corp. Apple Vacations materials (including, but not limited to, names, trademark, service marks, logos, marketing materials, etc.) shall not be used, reproduced, transmitted or distributed in any way, except with the express written consent of Apple Vacations. CST2139014-20. This information is current as of June 3, 2021.