Secrets Aura Cozumel

I kept waiting to get a survey from UVC but didn't so here is my review. This was our third time staying at Secrets Aura Cozumel to celebrate my husband's birthday. We love this resort and the location, the resort is clean, the employees are friendly and helpful. When we first arrived there was an issue with our room, we requested a ground level floor due to my inability to climb stairs because of knee problems and were told via email it was confirmed. Instead we were checked into a 2nd floor room with no elevator access. We were told we would only be there overnight because they were full but would be moved the following morning. We were instructed to go to the front desk between 9 am - 9:30 am and they would have our new room information. We were also told we needed to be out of the current room by Noon. To make a long story short, the new room was "ready" but was not "approved" even though we were given a tour of the room and approved of the location on the 4th floor in the building with an elevator. After being told 5 times since 9:30 am that we would be notified when we could get into the new room, my patience was gone. At 12:45 pm I went to the front desk and asked to speak to the front desk manager, I was told she was busy but the person I was talking to could help me, I told her the situation and she said she'd check on the status of the room. When she returned to tell me the room was ready but was not yet approved, I had enough. Apparently, the policy is to get the vacated rooms ready for the people who would be arriving later that day rather than moving the current guests into the room that was ready - STUPID policy! There was another UVC representative standing there and overheard some of my less than happy conversation and he came over to speak with me. His name was Alonso Cervantes who I started to call "The Fixer!" Alonso heard my complaint and indicated that he would meet us in the Preferred Club at 1:15 pm with our new room keycard and have our luggage delivered. At 1:10 pm Alonso appeared at the Preferred Club and took us to our new room. He checked the entire room to ensure everything was working and informed us that the "approval" for the room was because there had been an issue with the air conditioner and they wanted to make sure it was working properly. Communication goes a long way, thank you Alonso. There were a few other minor issues during the week with the air conditioner and mini-fridge but Alonso had them fixed quickly. Having met Alonso certainly enhanced our stay, he was friendly, knowledgeable, personable, helpful and you can tell he LOVES his job. Kevin Preferred Club, was super as was Ricardo at Bordeaux and Hibatchi, Fatima at the Pool Bar and Elias from golf cart transportation were all very nice and did a great job!

Hotel right on beach. Snorkeling is great right off the hotel beach. Had to upgrade from the two level location to the four level main hotel. Had to pay more though, but it had plunge pool in room, so it was worth it. The food is great, restaurant Oceania has delicious food. The room service , cleaning services were awesome. Had to call to get minibar restocked. Only problem there was loud construction noise going on above the room into the evening one time. The beaches are clear with no seaweed. Beautiful views, awesome stay.

We have been coming here since 2012. This was our 10th visit. We love the staff, the beach, rooms, and food. Bordeaux is our favorite restaurant. The service there is fantastic. The hostess is so nice and has a smile all the time. The appetizers, soup/salad, and main course was served with excellent timing. Luis did an excellent job pairing the wine with our dinners. I highly recommend dining in the wine cellar! He has been taking care of us for 10+ years. He is a special person and an amazing employee! William is a true master of his craft at making bananas foster! Migual is an excellent server and said hello everyday we walked by the restaurant. The staff remembers you and it makes it feel like home. Yulianna did a good job serving us as well. Carlos is one of our favorite bar tenders. He remembers how we like our drinks! Our room was very clean every day! The house keeping was great! The beach service was great and the beach was clean. We highly recommend Preferred Club. We have stayed in Preferred 8 of our 10 trips. Well worth it. Unfortunately there is a pier fee of $10 per day per person to be picked up for scuba diving.

Secrets Aura Cozumel is a very nice resort. We were in a preferred room and we had no issues with it. Apparently the non-preferred rooms have been updated and the preferred rooms are about to be closed for a couple of years to be updated as well! So that will be even better! There was a sunscape resort next door that just finished being updated and will now be a dreams preferred section, and that looks very nice, so if they do the same work at secrets it will be an amazing resort! All the restaurants had very good food and service was great! We only had a service issue once, at oceana for breakfast, but that was a crossover day so I feel like there was double the people there right then. The hibachi chef was hilarious and the food was amazing and the views from up there were even better! Salvador, the preferred concierge was great and very accommodating to all of our large groups needs! My absolute favorite person at the resort was our server/bartender at the preferred pool, Miguel. He might be my all time favorite person I’ve met at any vacation resort. He is such a kind person and very helpful and went out of his way for us! We had many good conversations and I even teared up a little bit when we finally had to say goodbye.

We came back to Secrets Aura Cozumel for the fifth time over the July 4th holiday and, as usual, had a wonderful time! We didn't get the Preferred Club Ocean View Superior room we requested at check in but Glendy in the Preferred Club check-in office helped us into room 1444 the next day! A beautiful room and even better view! Thank you, Glendy! We were surprised to find the hotel planned two big beach parties with buffet dinners during our stay. On July 4th, a huge celebration of American Independence Day including fireworks and live band. The next night they used the same setup for a Mexico vs. UK soccer game beach watch party, minus the live band. The tacos were wonderful and such a party! We had dinner at Bordeaux twice during our stay and the meals prepared by Chef Jenny and her staff were wonderful! Yuriana took care of us for our first dinner and worked so hard to ensure we a great dinner experience and is so very kind! Our second dinner our old friend Miguel Sanchez served us and again provided the very best high end dinner experience one could ask. Miguel immediately remembered us from our previous visits when had breakfast and lunch at Oceana by the beach which was very nice. William demonstrated his considerable skill while providing us a memorable dessert experience with his fiery preparation of Bananas Foster, so cool! We made new friends during breakfast and lunch at Oceana including Sergio, our server for most meals, and Rosanna and Emily. Such wonderful people and very kind to all the guests. Thank you all for making our stay one to remember! :-)

This hotel is lovely! We went at a time when the seaweed is really bad in other parts of the Riviera Maya, and this hotel Ihave been to in March and July of this year and on both occasions the beach was very good too excellent. It just depends on the day, but compared to other parts in the region, we were able to get out into the water to swim and snorkel, etc. every day! The staff in every department were wonderful, and it was just such a relaxing stay And I had been to the same resort in March as well as mentioned, and it is not as “New” and polished as some other resorts, and it sounds like it is getting a facelift soon; but I actually liked the resort vibe better thansome of the other fancier resorts I’ve been to. And I felt like it draws people that aren’t pretentious and really just want to enjoy the beach and activities, and get to know people from all over the world! Another thing I would mention is we never had any problems finding beach, chairs, or pool chairs, and that can always be a challenge I at many resorts! So in some ways, I’m glad that the resort is getting a facelift, but in some ways, I’m sad about it andwill really miss the Secrets Auora that I know now ☺️