Ratings based on 1,624 Verified Reviews
4.6 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 20 Nov 2024
Everything was great! Except for the lobby area. The AC doesn’t work and it’s hot. The buffet was downstairs and it was very uncomfortable because of the AC not working. So you’re eating and sweating.
The pool service by Carlos and Fernando was phenomenal! Very attentive and friendly. Staff was all great. Would definitely stay here again and I hope that AC gets fixed asap!
Comment from Hotel Management
20 Nov 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear Ana,Thank you for taking the time to write a review about your experience at Secrets The Vine Cancun.We are glad to know that you enjoyed the exceptional service provided by Carlos and Fernando, and we value your great enthusiasm for it. Our team is essential in our hospitality, and we are thrilled to find out that we are doing a fantastic job.We would certainly be glad to have you back for another round of a wonderful stay at Secrets The Vine Cancun. Warm regards,Berenice ReyesE-Concierge
by A verified traveler
Posted 20 Nov 2024
Worst Hyatt every experienced.
Do not go here they have heater set to 80 degrees people are sweating while eating.
Comment from Hotel Management
20 Nov 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear Keval,Thank you for sharing your feedback here. Your comments are truly valuable for us, as these allow us to improve our service levels. Please rest assured that we have shared your observation with the concern department to follow-up and would like to offer our most sincere apologies for felling short of your expectations. Once again, we thank you for sharing your overview with us here.Warm regards,Berenice ReyesE-Concierge
by A verified traveler
Posted 19 Nov 2024
Comment from Hotel Management
20 Nov 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear Leroy,Thank you for taking the time to rate our resort, we are delighted to know that your experience at Secrets The Vine Cancun was a most pleasant one.We hope to have the honor of welcoming you back in the future.Warm regards,Berenice ReyesE-Concierge
by A verified traveler
Posted 18 Nov 2024
Everything was excellent except for the air conditioning that was not working in the public areas including restaurants and cafeterias.
Comment from Hotel Management
19 Nov 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear Ulf,Thank you for selecting the hospitality of Secrets The Vine Cancun, we are happy to know that you enjoyed our services.We always welcome feedback, as it allows us to continually improve the experience we create for our guests. Therefore, your comments will be share with the concern areas to follow up.We look forward to having the opportunity to serve you again in the future.Best regards,Berenice ReyesE-Concierge
by A verified traveler
Posted 17 Nov 2024
Comment from Hotel Management
19 Nov 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Estimada Viridiana,Muchas gracias por tomarse el tiempo de calificar su experiencia con nuestro resort, nos complace saber que su estancia haya sido digna de 5 estrellas.Esperamos tener la oportunidad de recibirle nuevamente en un futuro próximo cercano.Saludos cordiales,Berenice ReyesE-Concierge
by A verified traveler
Posted 17 Nov 2024
Comment from Hotel Management
19 Nov 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear Elliot Durand,We sincerely apologize if there were any shortcomings in our end. Our guest feedback is very important for us.We kindly would like to invite you to reach us directly with further details about your stay.We look forward to hearing from you. Warm regards,Berenice ReyesE-Concierge
by A verified traveler
Posted 16 Nov 2024
The staff were amazing. They catered to all of our needs and were very friendly and approachable. The food could use some improvement, but it’s not terrible and definitely still edible. The best dining option for us was at Bluewater Grill. The views from our room was amazing. We also enjoyed the various activities around the hotel such as the pool volleyball and karaoke night. The drinks, while limited in options, were still great! We definitely recommend Secrets the Vine but we will probably choose to stay at another Secrets resort where the food is better.
Comment from Hotel Management
16 Nov 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear Zackariyya,We appreciate you sharing your comments with us through this mean. It is a pleasure to know that we catered all of your needs with a friendly touch, and it is reassuring to hear that you enjoyed the entertainment activities and found our colleagues outstanding.In the meantime, we have noted your comments about food with the concerned department in order to ensure we maintain our usual high standards.With this said, we look forward to having the opportunity of hosting you back on a renewed opportunity to redeem your confidence in our resort and service.Best regards,Berenice ReyesE-Concierge
by A verified traveler
Posted 14 Nov 2024
I thought the property was beautiful and so very clean! Everyone was more than happy to help you with whatever you might need. The pools were amazing and service could not have been better.
There was only one dining exp that we did not like and that was the blue water restaurant from the food to the service, steaks were overcooked and cold and waiter was not so friendly or really seemed to care if we were enjoying our dinner or not
It was also never quiet on the side of the bldg we were on as there was a constant loud hum of the mechanical portion of one of the buildings
Comment from Hotel Management
15 Nov 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear catherine,Receive a warm greeting on behalf of our team and management. We appreciate you have taken the time to write a review about your stay with us. We regret any disappointment regarding your dining experience at Blue Water restaurant, and would like to apologize. Please be confident that we shared your review with our team, as these show our consistency in maintaining the Secrets Resorts brand standards.In the other side, we e are very happy that you recognized the hard work of our colleagues, and were particularly impressed with the attentive service you received during your visit. We thank you for selecting our resort for your vacation, and very much look forward to having the pleasure to serve you again in the future.Best regards,Berenice ReyesE-Concierge
by A verified traveler
Posted 14 Nov 2024
Comment from Hotel Management
14 Nov 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Estimado Raul,Permítanos agradecerle a nombre de todo el equipo de Secrets The Vine Cancún por su visita y también por tomarse el tiempo de valorar a nuestro resort. Estamos muy contentos de saber que su experiencia con nosotros haya sido muy placentera.Esperamos recibirle nuevamente en un futuro próximo.Saludos cordiales,Berenice ReyesE-Concierge
by A verified traveler
Posted 13 Nov 2024
Resort is beautiful, staff is excellent. The ocean is too rough for casual bathing, so this is more of a pool destination. The resort needs ceiling fans to circulate the air, there are no fans in the lobby, at the restaurants, or in the rooms. Ventilation could be much better. The ocean front suite was gorgeous, with a panoramic view and a lot of space. The restaurants fell short of expectations but the buffet was awesome. I honestly looked forward to that buffet ever day and we are not 'buffet people'. I was hoping for more premium liquors, at least in the nice restaurants and lounges, but the real problem was the mixers. The juices weren't great and it seems like the carbonated mixers were not refrigerated as everything tasted flat.
Oh, avoid the 'presentation' at all costs. Its just another high pressure 'timeshare' like presentation that will literally ruin your day. I don't care how much free stuff they offer you, avoid it at all costs.
And the Isla Mujares? Avoid. It's filled with scammers and you won't walk two feet in any direction without getting harassed. Oh, and the van picks up at several resorts so you will spend 1.5 hours each way just to get to the boat.
Still, it was a beautiful resort with excellent staff. There were a lot of anniversaries, weddings, etc and I imagine most of these people were repeat customers. Everyone seemed happy there.
Comment from Hotel Management
14 Nov 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear Adam,We appreciate the time that you have invested in writing an overview of your stay with us and truly appreciate your feedback, as our guest comments are very important to us to improve the quality of our service and product.We are happy to know that your overall stay was positive, and you were satisfied with our hospitality. On the other hand, we have taken note of your observations about the food, and will share them with our team to follow up properly.We sincerely look forward to having the opportunity of hosting you back at some time in the future.Best regards,Berenice ReyesE-Concierge
