Atmosphere, entertainment, food and drinks were great. But we were not asked nor approached a single time during our 3 hours of stay in the pool for anything while everyone around was were being served. This felt like a discrimination. We also experienced similar situation at Olio (preferred club exclusive restaurant). We waited a total time of 35 minutes after our meal just to hear that our waitress is gone and they never got us another one to finish serving us. Inconsistency and discrimination in Service are concerning, but everything else was good.

Stayed 2 nights to give it a try and used hyatt points. Paid to upgrade to a suite. Check-in at club level was fine, but it took a while. The room was large and well designed but many elements could use a little spruce up. The bed was comfortable. The shower was large but the floor was pretty badly stained and the water pressure was so-so. The hotel is quite large and vertical. The lobby area is pretty though also a bit date. Because of its vertical design, the pool and beach area are not very wide. It did not like the lay- out of the pools at all. The area was very crowded with chairs and the towel -chair game was in full force (so many people are just rude and bad citizens). The club level roof pool was better but also pretty crowded. Same is true for the beach area- very small and crowded. Had dinner in 2 of the restaurants- Dragon and Bluewater grill. As many have commented, there was a wait of about 30 mins to get seated and service was overall slow. The food at both was not terrible but definitely not great. Breakfast at Olio (the club restaurant) was actually bad. Food at the Market buffer for lunch and breakfast was mostly just OK. The club bar area is sort of a joke. It is very small and they put out 1 or sometimes 2 small appetizers. We do not spend our vacation drinking all day; however, we did have a couple of drinks each evening. As many people have commented, it would be very hard to get drunk here. I drink vodka martini's and the alcohol tasted pretty watered down in the cub and at the other bars/restaurants, so.... The gym was excellent for a hotel gym. The hydrotherapy at the spa was nothing like the ones at some of the other hotels- just a sauna, steam room, hot tub and cold plunge (so not worth paying for). The massage and facial that I had from Martin were truly excellent (and I have had a lot of massages). Overall, the staff were very nice and friendly, and Sebastian, our butler, was fantastic. Overall, I would put Secrets as middle of the road for the high-end AI's in Cancun- 3.5 stars.

This was such a special trip for us but has been such a disappointment. The food is awful. We’re on our third day and it just isn’t what we expected at all from an award winning hotel. I’ve with my friend who regularly visits Mexico and stayed at other 5 stars and the food is not comparable . I usually visit Jamaica and the food is waaaay better. Even breakfast here is poor. Second morning of cold eggs and stale bread Dinner at the Mexican was revolting and the Italian last night was just ok . Lunch buffet was poor . Room service is not good. Also the room is ok - we were apparently upgraded but the shower is weak and it’s just not the experience I’m used to at a five star hotel or secrets . We went to talk to the front desk and all they want to do is help you to pay for better . Such a disappointment as it’s not a cheap trip from the uk . The coffee shop is nice , that’s about it . Cocktails are nice too by the pool . The sea you cannot safely swim in and we’ve spoken to two seperate couples who have had to have help getting out . If you haven’t booked I’d say avoid.

This was a very clean and friendly hotel, where we were wined and dined! It was a little pricey considering we paid for preferred club/all included & we’re constantly tipping but staff just worked so hard and usually treated us well. Market cafe was my favorite spot for breakfast and once we went for dinner and our server SAUL was SO friendly, FAST, excited & HAPPY to serve us! SAUL estaba muy feliz trabajando a servirnos, con una urgencia y servicio con una sonrisa!! Alejandra (our room service/cleaning lady) on 22nd floor ALWAYS did our turn down service and made the beds while we were gone and that was Amazing!!! We thought this hotel had SOOO many options of things to do that we only did 2 excursions on our 6 day stay! It was a little pricey considering it was way too windy to enjoy the beach BUT i understand that’s not the hotels fault! Just make sure to check the weather trends for your own trip so you can actually enjoy the beach water! (Or not!)lol

A fantastic holiday experience. Facilities, food, drink and customer service all first class. The hotel was spotless. Restaurants have a good menu selection. A favourite was the Italian Nabelio and the blue water grill. Would recommend the ribeye steak.