Secrets Aura Cozumel - Adults Only - All Inclusive

“Needs updating”

It was raining very hard when we checked in. I asked for an umbrella, never got one. Asked where restroom was (right across hall from preferred check in desk) As I walked out the door to cross to the bathroom I slipped and fell flat on my back in several inches of water. I was being very careful an… more

It was raining very hard when we checked in. I asked for an umbrella, never got one. Asked where restroom was (right across hall from preferred check in desk) As I walked out the door to cross to the bathroom I slipped and fell flat on my back in several inches of water. I was being very careful and had even put on shoes that didn't normally slip in the water. I went on into the bathroom and when I came out I took my shoes off to be more cautious on the slick tile and fell AGAIN. At this point I was very shaken up and shaking and soaking wet. I got back to the check in desk and told the check in person that I had fallen and was cold and wet and needed a towel. He just casually laughed it off and proceeded to try to get us to go to a presentation the next day and to get us to book massages and romatic dinners. The staff was not concerned at all that I had fallen and that I was soaking wet. They had already taken my luggage so I couldn't even change clothes and they never did get me a towel or even offer me one. Then I had to sit in the lounge, still in wet clothes for 90 more minutes waiting to get in our room. When we finally got to the room I was going to take a hot bath to take off the chill and discovered that there is NO hot water. It's Lukewarm and barely trickled out of the faucet so we never got to use that amazing tub that was in the room. it's useless with no water pressure and no hot water. It was also very hard to get housekeeping amenities. we requested toilet paper 3 times before we got any. Never got any face wash clothes, even after requesting on the app and in person several times. The food was good in most places and the bar staff and restaurant staff was awesome. The view was amazing but the beach was too rocky to really get in and swim so we pretty much stayed at the pool. Housekeeping was hit or miss. Some days the room got cleaned and other days it didn't. We had an ok time but was expecting a lot more, especially since we paid for the "preferred" club. Most buildings need updating but the views were fabulous but Not sure if we will ever come back.

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“Mixed feelings about ever going back.”

A bit disappointed, but not surprised that there were additional rules in effect when we arrived. Unless you are a Privileged Member - I guess that means an owner - you get banned from several restaurants. The stairs need a new coat of non-slip paint as we saw several people slip on the slick stai… more

A bit disappointed, but not surprised that there were additional rules in effect when we arrived. Unless you are a Privileged Member - I guess that means an owner - you get banned from several restaurants. The stairs need a new coat of non-slip paint as we saw several people slip on the slick stairs when wet from rain. Overall the room service, cleaning and bartenders were great.

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