Ratings based on 1,499 Verified Reviews
4.6 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 5 May 2024
The hotel was really nice. Spending the extra to stay in a VIP suite on the very top floor, should have more perks. You should be able to be identified as a VIP member atleast to staffing. I have spent less at other resorts and been in VIP and staffing went out of their way to make us feel special and made sure that we had an amazing stay and experience and made sure we had extra perks of being vip’s with upgraded suites and villas. We were treated the same I couldn’t imagine spending money on the next largest suite next to ours and to not have a different experience from others that didn’t spend that extra money. I am not sure I would stay here again. We had an early morning departure and my wife had room service bring breakfast to our room at 6am and we could not eat it cause it was not cooked. Being vip with uncooked food is very disappointing. Also my wife notified staffing that she lost her wedding band Thursday night and we also never heard from anyone regarding that also we had a pair of earrings missing from our room from whenever our room was cleaned on Friday afternoon.
by A verified traveler
Posted 5 May 2024
Very relaxing property
Comment from Hotel Management
6 May 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear Juan Carlos,We would like to thank you for sharing your review about your recent visit to Secrets The Vine Cancun.We are delighted to read that we were able to provide you with a relaxing experience. Furthermore, we look forward to having the opportunity to serve you again in the future.Best regards,Berenice ReyesE-Concierge
by A verified traveler
Posted 2 May 2024
our stay was comforting, staff was very friendly and accommodating. facility was clean ! Sebastian our butler took good care of us during our stay.
Comment from Hotel Management
3 May 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear Jamal,Receive a warm greeting on behalf of all the colleagues of Secrets The Vine, Cancun. Thank you for selecting our resort and for taking the time to post a fantastic note about your stay.It's our most pleasure to learn that your stay was comforting, and you were highly impressed with our colleagues' friendly and accommodating service, particularly Sebastian's assistance.We appreciate your gracious comments as it shows our consistency in maintaining the Secrets Resorts brand standards, and be confident that your words have been shared with the team.We look forward to welcoming you back again very soon to your home in the Mexican Caribbean.Best regards,Berenice ReyesE-Concierge
by A verified traveler
Posted 1 May 2024
Comment from Hotel Management
2 May 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear Kana,We sincerely appreciate that you have taken the time to rate our resort. We are thrilled to know your experience was worthy of 5-stars and that you enjoyed our accommodations.Our team looks forward to welcoming you back in the not so distant future.Best regards,Berenice ReyesE-Concierge
by A verified traveler
Posted 30 Apr 2024
Comment from Hotel Management
2 May 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear Carolyn,We sincerely appreciate that you have taken the time to rate our resort. We are glad to know your experience was marvelous and that you enjoyed our service and facilities.Our team looks forward to welcoming you back soon at this your home in the Mexican Caribbean.Warm regards,Berenice Reyes E-Concierge
by A verified traveler
Posted 30 Apr 2024
We definitely got what we were looking for, a quick 3-night relaxing getaway.
The staff were first class and on point.
You can see that the hotel has been through a big improvement/upgrade, but you could also really tell this. If you wanted to find faults (cosmetic with furniture etc.), they were there, but we also know that if this was truly something that bothered us, the staff would have accommodated immediately.
Everything was always super clean and taken care off. Our only issue was with tiny bugs crawling on our headboard that we let the staff know about. We could tell that the headboard had been cleaned, but the bugs were there each night after killing around 20 each time. Luckily we are not squeamish with these things, although some acknowledgement for inconveniences would've been nice.
A pleasant stay all in all though.
Comment from Hotel Management
30 Apr 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear John,Many thanks for taking the time to share your words and observations following your recent stay with us at Secrets The Vine Cancun. Our guest's feedback is truly appreciated in our constant commitment to improving our service levels.We are thrilled that you have enjoyed our beautiful resort, especially the customer service provided by our team of passionate colleagues. We are proud of your compliments on the cleanliness of our facilities.Furthermore, we look forward to having the opportunity of hosting you back in the near future.Best regards,Berenice ReyesE-Concierge
by A verified traveler from Bismarck
Posted 30 Apr 2024
This was our sixth time staying at this resort. We keep coming back because it consistently meets our expectations. The entire staff is always looking for ways to be of assistance and make sure you are having a good time. The entertainment staff is very engaging and makes every day enjoyable. A special shout out to Angel, Diego, Pedro and Sergio. Also, Roberto, Beth and Worberto from the pool wait staff made sure we were well taken care of. Good times!!
Comment from Hotel Management
30 Apr 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear Richard,Thank you for posting such a great note about your recent stay at Secrets The Vine, Cancun. We are overjoyed to read that your experience was fantastic, and that this was your sixth time staying with us.It's a pleasure to know that you enjoyed your experience in our outstanding resort, and you were highly satisfied with our accommodations. We will share your wonderful note with our team members as a motivation for their contribution to your entire satisfaction.Our team looks forward to having the pleasure of having you back soon. Best regards,Berenice ReyesE-Concierge
by A verified traveler from Ottawa
Posted 29 Apr 2024
This was our second stay at the Secrets De Vine, and like the first time, this hotel was fantastic, the service, the facilities, the food, the safety and the quality of their activities is of the best category. We will definitely be coming back in the near future!
Comment from Hotel Management
30 Apr 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear Mauricio,We would like to thank you for the lovely review you shared following your recent visit to Secrets The Vine, Cancun. It was a pleasure having you here for a second visit.We are delighted that you were one more highly impressed with our resort and with the friendly and genuine service delivered by our colleagues. This is what we strive for every day, and please be certain that all and every one of our passionate colleagues will be very happy to read your enthusiastic comments and will serve us in our commitment with creating a memorable experience for all our guests.We appreciate your preference in our resort and look forward to welcoming you back home in a not too distant future.Best regards,Berenice ReyesE-Concierge
by A verified traveler
Posted 29 Apr 2024
Angel entertained at the pool was such fun! His energy was fantastic! Drinks were great and restaurant good. Get up early for a pool chair it gets crowded fast.
Comment from Hotel Management
29 Apr 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear Gina,We appreciate you have taken the time to share such an enthusiastic review about your recent visit to Secrets The Vine Cancun.It is a pleasure to read that you enjoyed your stay, especially the service provided by Angel and the great variety of restaurants. We sincerely hope we can have the honor of being your host again in a not too distant future.Best regards,Berenice ReyesE-Concierge
by A verified traveler
Posted 29 Apr 2024
Very nice
Comment from Hotel Management
29 Apr 2024 by E-Concierge at Secrets The Vine Cancun, Hotel Management
Dear Chu,We sincerely appreciate your 5-star rating of our resort. It's a pleasure to learn that your experience was a wonderful one.We hope to have the opportunity to be your host again on your next visit to the beautiful Mexican Caribbean.Best regards,Berenice ReyesE-Concierge
