酒店回复: Estimado Sr. López,Gracias por compartir su experiencia. Lamentamos que algunos aspectos de nuestras instalaciones no hayan cumplido con sus expectativas, y agradecemos sinceramente sus observaciones, ya han sido compartidas con nuestro equipo de mantenimiento para su revisión.Nos alegra saber que disfrutó de la gastronomía y del servicio de nuestro personal. Esperamos tener la oportunidad de recibirle nuevamente y ofrecerle una experiencia más completa.Saludos cordiales, Secrets Aura Cozumel
5.0分
情侣出游
原文
翻译提供方：Google
墨西哥万岁！在那里工作的我的同胞是最棒的。
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酒店回复: ¡Qué alegría leer su comentario, Sr. Bravo Sánchez!Gracias por compartir su experiencia y por reconocer el trabajo de nuestro equipo, sus palabras nos motivan a seguir brindando lo mejor de nosotros con orgullo y calidez mexicana.Esperamos tener el honor de recibirle nuevamente muy pronto en Secrets Aura Cozumel.Saludos cordiales, Secrets Aura Cozumel
3.0分
家庭亲子
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Nice resort very relaxing food was good staff were nice. The water was amazing we snorkeled right at the resort so many fish beautiful! The resort does need to upgrade a few things but overall it was nice.
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酒店回复: Dear Brandy, Thank you for sharing your experience. We're glad you enjoyed the relaxing atmosphere, the food, and especially the snorkeling, the marine life here truly is magical. We appreciate your feedback regarding areas for improvement and hope to welcome you back soon for an even better stay.Warm regards, Secrets Aura Cozumel
1.0分
家庭亲子
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We were not aware there would be a "timeshare" or "vacation package" presentation. We saw no mention online whatsoever! We paid for an all-inclusive but were turned away from some dining options because we were not "preferred" guests! The Cafe Market was closed for 3/4 of the week with limited replacement options. Due to excessive rain, the mosquitoes were out in abundance which although not the fault of the resort, it limited our dining options as we could not eat outside without being bitten substantially. I was very disappointed in the resort, many plants along pathways were dead and withered. Curtains in our room were needing repair to pull rods, wireless phone had terrible static making calls to room service nearly impossible.
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酒店回复: Dear Joseph,Thank you for taking the time to share your detailed feedback. We sincerely apologize that your stay fell short of your expectations, this is not the experience we want any guest to have.We'd like to clarify that the vacation package presentation is an optional invitation extended by UVC (Universal Vacation Club), which operates independently from our resort. Declining this presentation does not affect your access to any resort amenities or dining options.Regarding dining, all guests have access to our restaurants throughout the day. We apologize for any confusion about this during your stay.We're sorry the Cafe Market was closed. We understand this limited your options, especially with the mosquito situation due to the rain. While weather is beyond our control, we do provide complimentary insect repellent and have multiple indoor dining venues available for guest comfort.Your comments about the landscaping, room curtains, and phone are very concerning. These maintenance issues should have been addressed immediately, and we regret they impacted your comfort. We always encourage our guests to bring any concerns or issues to our attention during their stay, our Concierge team is always available and ready to assist with any situation to ensure we can resolve it promptly.We would very much like to discuss your experience further and explore how we can make this right. Please contact our management team so we can address these concerns personally.You deserved a much better experience, and we hope for the opportunity to restore your confidence in us.Sincerely,Secrets Aura Cozumel
1.0分
朋友出游
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Upon check-in, we were blindsided by the requirement to listen to a timeshare presentation. We refused. The next morning, we were refused to eat breakfast at one of the resort's restaurants because we were not "preferred" guests. Nothing was stated on your website or the Secrets website that we would be segregated at the different restaurants on the resort. One evening for dinner, after being refused to eat inside, we ate at an outdoor restaurant, only to be attacked by mosquitoes. Secrets has its own bug spray and was offered to us at the table. We could not finish our meal because we were constantly swatting at bugs. Again, segregated from the limited indoor restaurants. At the outdoor buffet breakfast, we had to ask for staff to refill the fruit, bacon, and potato containers. I thought buffets were supposed to have ample food for their guests. A staff member told us we could go next door to the "Dreams" resort, which was part of "Secrets," and have dinner at one of their restaurants. Again, we were refused because we were not a "preferred" guest. They finally let us in (because they only had 4 guests eating and many empty tables).
*******, your website did a great job of advertising and presenting photos of this resort. Again, on your page that listed all the restaurants, nothing was mentioned about the limited eating establishments. I would not recommend this resort because its focus was on becoming a timeshare member.
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酒店回复: Dear Mr. Hopkins,Thank you for sharing your feedback with us. We truly value hearing from our guests and take your concerns seriously.We'd like to clarify a few points about your stay. Our resort offers complimentary insect repellent at all outdoor dining areas, and we maintain a regular fumigation schedule to ensure guest comfort. We're sorry the mosquitoes affected your dining experience that evening, and we'll review our pest control measures in that specific area.Regarding dining options, our Hyatt Collection guests do enjoy an elevated experience with priority access to certain specialty restaurants during peak hours. However, all guests have access to multiple dining venues throughout the day, with varied schedules for breakfast and dinner. Additionally, 24-hour room service is available to all guests at any time for your convenience. The timeshare presentation is always optional, and declining it in no way affects your access to any resort amenities or restaurants. We regret if there was any confusion about this.We're disappointed your experience didn't meet expectations, and we'd appreciate the opportunity to discuss this further. Please reach out to us directly so we can better understand what happened and make it right.We hope to welcome you back for a much-improved experience.Warm regards,Secrets Aura Cozumel
1.0分
情侣出游
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From check in there were issues, from a dirty and outdated room to high pressure sales tactics (membership sales), to terrible barely-edible food and dirty falling-apart pools. The ocean was gorgeous, and the beach was amazing. There were a few staff members that were very happy to please. One was a waitress at Bordeaux. She was outstanding. Doubly disappointing was the fact that this is a Secrets resort and part of the Hyatt family. Our airport hotel was more luxurious than this 4.5-star resort.
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酒店回复: Dear Shelly,Thank you for taking the time to share your feedback. We genuinely appreciate your honesty, and we're sorry to hear that parts of your stay didn't meet your expectations. We're thrilled to hear you enjoyed our stunning beach and ocean views, and that our waitress at Bordeaux provided you with outstanding service, we'll be sure to recognize her dedication to excellence. Regarding the membership sales, we want to clarify that UVC (Universal Vacation Club) operates independently from our resort operations. However, we take your feedback seriously and will forward your comments to them directly so they can address the high-pressure tactics you experienced. We're concerned about your comments regarding room cleanliness and pool maintenance. This doesn't reflect the standards we strive to maintain, and we'd like to investigate this further. Please contact us directly with specific details so we can address these issues immediately. We hope you'll give us another opportunity to show you the true Secrets experience you deserved from the start.Warm regards,Secrets Aura Cozumel
3.0分
朋友出游
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The property is a “time share” property. If you are not a preferred status you are very limited on what restaurants you can dine in. You don’t find this out until you are trying to eat somewhere. They are very laxed on the dress code. They had their main buffet closed for most of our visit and offered nothing in its replacement. The grounds and hotel were dirty and could use some updating. Seriously would not recommend if you want choices and want to be able to have a variety of places to eat. Some nights we were limited on only one indoor place to eat and the mosquitoes were terrible.
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酒店回复: Dear Mr. Peters,Thank you for sharing your feedback with us. We value your perspective and want to address your concerns.We'd like to clarify that we are not a timeshare property. While we do have different room categories that offer varied experiences, all guests have access to our dining venues, including multiple indoor restaurant options. We apologize for any inconvenience caused by the temporary closure of our main buffet during your visit. We always strive to provide alternative options when maintenance is necessary.Regarding mosquitoes, we provide complimentary insect repellent at all outdoor areas and maintain regular fumigation schedules. We also have several indoor dining venues specifically to ensure comfortable dining experiences for all guests.We appreciate your comments about cleanliness and updates, as this helps us identify areas for improvement. Your satisfaction matters to us, and we'd welcome the chance to discuss your experience.We hope to welcome you back for an improved experience.Best regards,Secrets Aura Cozumel
3.0分
其他
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Too many restaurants closed at one time. No signage in lobby telling where restaurants and shopping areas were. Not fond of their tipping policy. Outside activities too expensive! They need armbands so you don’t have to give them your name and room number in all the restaurants! First time at an all inclusive resort that is selling time shares!
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酒店回复: Dear Mr. Klein, Thank you for sharing your impressions. We’re always working to enhance the guest experience, and your feedback helps us identify areas for improvement. Our team is committed to offering a relaxing, adults-only atmosphere with a variety of dining and activity options. We hope to welcome you again in the future and provide a stay that exceeds your expectations.Warm regards, Secrets Aura Cozumel
在 Secrets Aura 度过了愉快的时光。我肯定会再来的。
总体来说很棒，只有两件事我不喜欢，抵达后，他们主动向我们提供有关酒店的信息，最后邀请我们共进早餐，以推销我们在连锁酒店的住宿，另一件事是他们问我在庆祝什么，那天是我的 30 周年纪念日，当我们到达房间时，那里有一个生日快乐标志，上面写着另一个名字，他们同意纠正这个问题，因为这是给我妻子的一个细节和惊喜，他们从未纠正过这个问题，但所有餐厅的食物都很精致
我觉得这家酒店设施简陋，需要维修。不过，餐厅的食物很棒，员工也很友好。
墨西哥万岁！在那里工作的我的同胞是最棒的。
Nice resort very relaxing food was good staff were nice. The water was amazing we snorkeled right at the resort so many fish beautiful! The resort does need to upgrade a few things but overall it was nice.
We were not aware there would be a "timeshare" or "vacation package" presentation. We saw no mention online whatsoever! We paid for an all-inclusive but were turned away from some dining options because we were not "preferred" guests! The Cafe Market was closed for 3/4 of the week with limited replacement options. Due to excessive rain, the mosquitoes were out in abundance which although not the fault of the resort, it limited our dining options as we could not eat outside without being bitten substantially. I was very disappointed in the resort, many plants along pathways were dead and withered. Curtains in our room were needing repair to pull rods, wireless phone had terrible static making calls to room service nearly impossible.
Upon check-in, we were blindsided by the requirement to listen to a timeshare presentation. We refused. The next morning, we were refused to eat breakfast at one of the resort's restaurants because we were not "preferred" guests. Nothing was stated on your website or the Secrets website that we would be segregated at the different restaurants on the resort. One evening for dinner, after being refused to eat inside, we ate at an outdoor restaurant, only to be attacked by mosquitoes. Secrets has its own bug spray and was offered to us at the table. We could not finish our meal because we were constantly swatting at bugs. Again, segregated from the limited indoor restaurants. At the outdoor buffet breakfast, we had to ask for staff to refill the fruit, bacon, and potato containers. I thought buffets were supposed to have ample food for their guests. A staff member told us we could go next door to the "Dreams" resort, which was part of "Secrets," and have dinner at one of their restaurants. Again, we were refused because we were not a "preferred" guest. They finally let us in (because they only had 4 guests eating and many empty tables).
*******, your website did a great job of advertising and presenting photos of this resort. Again, on your page that listed all the restaurants, nothing was mentioned about the limited eating establishments. I would not recommend this resort because its focus was on becoming a timeshare member.
From check in there were issues, from a dirty and outdated room to high pressure sales tactics (membership sales), to terrible barely-edible food and dirty falling-apart pools. The ocean was gorgeous, and the beach was amazing. There were a few staff members that were very happy to please. One was a waitress at Bordeaux. She was outstanding. Doubly disappointing was the fact that this is a Secrets resort and part of the Hyatt family. Our airport hotel was more luxurious than this 4.5-star resort.
The property is a “time share” property. If you are not a preferred status you are very limited on what restaurants you can dine in. You don’t find this out until you are trying to eat somewhere. They are very laxed on the dress code. They had their main buffet closed for most of our visit and offered nothing in its replacement. The grounds and hotel were dirty and could use some updating. Seriously would not recommend if you want choices and want to be able to have a variety of places to eat. Some nights we were limited on only one indoor place to eat and the mosquitoes were terrible.
Too many restaurants closed at one time. No signage in lobby telling where restaurants and shopping areas were. Not fond of their tipping policy. Outside activities too expensive! They need armbands so you don’t have to give them your name and room number in all the restaurants! First time at an all inclusive resort that is selling time shares!