Secrets The Vine Cancun

Everything went according to plan, the only thing we thought we were gonna get, was a bottle of wine for our anniversary but that didn't happen. Everything else was as expected. Highly recommended. The food, the staff, the cleanliness of rooms were right on point.

Secrets the Vine does an amazing job. The hotel is very clean and feels new. Make sure you get a "preferred room" in order to enjoy the extra perks with at very little extra cost. Including a butler! Mauricio on the 27th floor was very responsive!

Stayed here for the 11th time between 2nd and 16th April 2025. We always stay in a Preferred Club Junior Suite Ocean view. We thoroughly enjoyed our stay and the hotel is 95% perfect. Here are my thoughts. * Check in was easy and comfortable. Cold towel, glass of champagne, priority check-in on the 21st Floor. What's not to like??!! * Our room was perfect. Very spacious, big balcony, great view, very clean, everything supplied that we could possibly have needed. Our housekeeper, Victoria, did a really good job every day. Plenty of fresh towels. * The bed was excellent. Extremely comfortable. We slept really well. * The shower is amazing, especially the rain head. * Our air conditioning worked well and we were happy with it. * Our Personal Concierge (Hyatt don't call them Butlers any more) was Mauricio. He asked us every day if we needed anything and if our room was alright. He had to check with his boss, Aldo, for some of our requests. * The areas around the pools at the Manatees Bar were well organised by the Pool Concierge, Angel. Angel spoke with us every day to check if we needed anything. * We didn't use the Preferred Club Pool on the 12th floor, as we prefer to be at the other pools. * The servers around the pool were amazing - Alberto, Norberto, Roberto, Veronica and Juan. They worked very hard and always made sure that we were offered more drinks when we needed them. An excellent team. * The SOMMELIER TEAM were all fantastic. Fabiola is an absolute star. Eduardo was lovely and Oscar too. Thank you Fabiola, for all your help, - you made our wedding anniversary very special. . * Restaurants - unfortunately quite variable. Some fantastic - some not. DRAGONS - we ate here twice. Some of the food was very good (Sushi and Kung Pao Chicken), but some of it was really poor (Vietnamese Pho; Vietnamese Summer Rolls). We also complained that the small bottle of tonic water for my gin and tonic was flat and very lacking in fizz. Not a good product. BLUE WATER GRILL - we ate here 3 times. Overall, the food was really good. We especially liked the Beef Fillet; the Catch of the Day - Salmon; the Romaine Lettuce appetiser; and the Bell Pepper and Chipotle sauce. Our only complaint here is that the side dishes are often cold - we had to ask specifically for them to be served really hot. Our server Gustavo was excellent. NEBBIOLO - we ate here twice. Again, some of the food was excellent (the Burrata & Pomodorini; the Parmigiana di Melanzane; the Mussels - Pepata de Cozze and the Orecchiette al Pomodoro). However, the Acquapazza main course was very disappointing (just fish and seafood with no rice, potato, pasta, or vegetables of any kind). Not an enjoyable dish. OLIO - we ate here 3 times. Again, some things were very good and some not so much. We enjoyed the Falafel at lunchtime. Also, the Seafood Casserole; the Chicken Shawarma and the Lebanese Grill. Not so much the Greek Salad; the Spanish Tapas and the Mezza. Another mixed bag. SEA SALT GRILL - we ate here twice. The new chef from Peru has introduced some interesting new dishes to the menu, and this restaurant has definitely improved from previous years. We especially liked the Scallops Tiradito; the Classic Peruvian Ceviche; the Tuna Tiradito; the Chaufa Rice; and the Fried Seafood. A huge thank you to Chef Ramando (?) and also to Estevan who always looks after us so well. We didn't eat in the MEXICAN RESTAURANT at night. We didn't use ROOM SERVICE, although Abiel met with us and was really lovely. MARKET CAFE - we had breakfast here every morning. The service from Cesar, Geyser, Barnabe and Michelle (Hostess) was superb. Michelle is wasted as a Hostess and should really be promoted to a more customer serving role - she is so friendly, so smiley and so helpful. The breakfast buffet is really good. Fruits, cereals, eggs, hot items, pastries, juices, variety all really excellent. Only negative comment was around the breads and bagels - not much choice and sometimes dry and unappetising. THE LOBBY BAR - fantastic service from bartender Javier who mixed amazing drinks for us to exactly our specifications. 21st FLOOR LOUNGE - a good bar with a really nice choice of high-end drinks. The snacks and canapes had improved from previous years, although the desserts were not as good. The seating - both inside and on the balcony - needs serious attention and is not comfortable. * We didn't go to the RED VINE PIANO BAR or the HALF TIME SPORTS BAR. * We did feel this year, that the ENTERTAINMENT TEAM were not great - in fact, pretty poor compared to previous years. The only person trying her very hardest to do a good job was Esther (although struggling a bit with her English). Aisha was really just annoying. Even Alan, didn't seem to be doing much in the way of entertaining. * The entertainment at 1.00pm each day at Manatees, and also in the Lobby Bar in the evening was overall, very good. The guy who did the Freddie Mercury tribute was amazing. We love Secrets the Vine so much and we will definitely be back. It's just a shame that Hyatt have made changes that are not really improvements. From a guest's point of view, AM Resorts was definitely better in a lot of respects. The 1.00pm Chef's Parade has disappeared, when this was one of our favourite, unique events. Massive thank you to Felix (Food and Beverage Director); Fabiola (Head Sommelier); Aldo (Assistant Head Personal Concierge); Erika (Head Concierge) and Estevan (Restaurant Manager). You all made our stay very special and looked after us so well. See you in 2026!

Food: The buffet, asian, Italian and steakhouse restaurants were pretty good. The Peruvian restaurant was okay; I was really looking forward to delicious ceviche but most of it wasn't marinated long enough prior to serving or it was fishy (i.e., not fresh) so that was disappointing. The room service menu was very limited and the poolside food was very poor. The poolside food included hamburgers and hot dogs which just wasn’t that impressive compared to other secrets resorts where they have fresh ceviche, fruit and other better quality and healthier snacks. Mexican restaurant was absolutely terrible. All of our food was cold when it reached our table. It was clear that they had prepared all the food far in advance and just tossed it on a plate when it needed to be served to people. It didn’t taste like real Mexican food at all except for only one of the ceviches which was quite good. I ordered the Veracruz fish and it was barely warm, slightly raw in the middle and had hardly any seasoning. My partner’s tacos were also cold and had hardly any meat. All drinks had an “off” taste and had hardly any hard alcohol. The sports bar halftime smelled like a bathroom air freshener and the odor was so strong that we couldn’t stay and watch the UFC fight. It also smelled like a bathroom in the steakhouse and the Italian restaurant (pretty gross when you’re trying to eat dinner). I really wouldn’t recommend this resort for foodies. Room: The room had a terrible view that didn’t reflect what was advertised. Instead of having a partial ocean view, we basically had a partial ocean view with mostly a view of the hotel across from us; the photos online were very misleading because they’re of a much higher floor when in reality the room we got was on a low floor. The room was freezing cold when we arrived and we couldn’t adjust the thermostat ourselves. When I called the front desk they said that you need to contact the front desk to have them adjust it for us. The bathroom is a glass room and offers no privacy at all; your roommate with hear every little noise you make. The rooms don’t have outlets by the beds which is pretty weird considering every guest has a phone to charge. So, you’ll have to move the night table to use the outlet behind it and everyday when the cleaners clean the room, they’ll shove the night table back into the wall which will dislodge your charger. The bed was uncomfortable because it was way too soft so we had neck and back pain the entire trip. The only wifi option is an unsecured wifi network: a welcome door for your phone to be hacked. Seaweed all over the beach and in the water (seaweed season is April to August apparently, although I understand this isn’t under their control). There were often not enough pool loungers for the quantity of guests. The card locked us out of the room twice; including one time when we asked for extended checkout. When we got to the room the keys cards wouldn’t work which required us to walk all the way down to reception to get it fixed; an obvious inconvenience since we were tight on the time to get to the airport. Overall, the resort was disappointing; this is especially the case given that we’ve stayed at Secrets in Puerto Vallarta and San Jose Del Cabo and our experiences there were excellent. The property doesn’t really have a resort feel because the footprint is small which makes it feel more like a hotel. Generally, the hotel was clean and well maintained and the staff were nice. If you’re expecting Secrets quality and service you’re not going to get it here. We definitely will not return and I would never recommend this resort to anyone.

Overall, the experience was excellent! The staff were polite, responsive, and very helpful. Communicating through WhatsApp was a great idea—it made everything much simpler and more efficient. The only minor issues were that the room service food was a bit too salty, and the air conditioning was a little too cold.