We followed the advice of this sub and didn't book travel from the airport to the hotel. So we tempered our expectations but remained optimistic. The reviews on TripAdvisor were pretty polarized as well. Of course, after booking, we discovered this subreddit and learned that a lot of people don't really like this property.
So that kind of soured us on the whole experience despite the excellent food and great service otherwise.Īs I said, we still had a great time in CZM, so we booked a stay in October, and after doing some online research, we booked at Secrets Aura. I timed it.), the beach was tiny, and the guy who was supposed to schedule our COVID test "forgot" to do it because while we were scheduling it, we didn't agree to sit through his timeshare pitch. Check-in was a nightmare (I was at the front desk - not in line, but actually at the desk, waiting for my room, for literally two hours. We were not informed about the facilities that were only for preferred guests and was told our transportation wouldnt pick us up because there were no taxis available even though we informed them that we booked a roundtrip online.Last Feb, we stayed at the Grand Park Royal. The drinks tasted like ice and the soda was flat. The front desk was only intetested in getting us to sit for an hour and a half for a presentation when we shared concerns especially regarding lack of towels and places to sit at both the beach and pool due to people leaving towels on chairs and never returning. There was no notification until they delivered your order 1 hour later. If they ran out of somthing they just didnt bring it. The room service food quality varied throughout the day. The food had no flavor and many of the food was sitting out for long periods of time. There was no desire to clean the room and fix the smell issues by housekeeping. The refigerator leaked and management kept insisting thete was nothing wrong with the room and saying it is a great room with a great view. The shower knob for the overhead was broken. There was holes in the wall and bugs in the bathroom section of the toilet. The room smelled like mold and mildew especially in the bathroom which had a strong odor.
On March 20th through March 24th i stayed at the Secrets Aura Cozumel as a preferred guest in a junior suite room 1240. We were happy to leave Cozumel and won’t be back!!! Expedia needs to honestly change this property to a 1 or 2 star, based on all the reviews I’m seeing on here, things we all staying there saw there, and my own awful experience after paying thousands of dollars for a vacation. My poor sister had to move dirty/smelly rooms 3 times (still all had a nasty musty smell and we all had a miserable vacation! I’m sure the staff will apologize on this report, but we ALL 4 of us spoke & spoke to the manager, and nothing was really done to help us. Patrons who are loud at the swim up pool at 1:30 AM.
No robes nor slippers or even a hair dryer after your cold shower! Rock hard, older beds.
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Gross water/missing tiles in pool, uneven walkways, loud air conditioner banging all night, hour long waits for food/restaurants, bland food other than Windows restaurant.
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No hot water, broken fridge, phone doesn’t work, so we couldn’t call room service, and we weren’t given a QR code anyway for the menu. Not luxurious nor special at all, and I feel sorry for the great workers there. The whole place smells like sewer and it is dirty and in terrible shape! They have to put scent warmers everywhere trying to hide the sewer smell. NOT a 4 star resort! I feel I was very misled by Expedia’s rating.
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