Olivia Wang
Would give 0 star if possible!
Big scam hotel, please go somewhere else if you want to enjoy your trip!
We know that when you leave the hotel, you're often faced with scams and hidden fees, and unfortunately, Secret the Vine is no different.
ALERT: The lock on our hotel room door stopped working, and the door wouldn’t lock. We’re unsure how long it had been unlocked, but thankfully, our belongings were safe. Our room phone line was broken and it took them 3 days to come check out the line.
Hotel: The room doors, bathroom mirror, and corners of the bathroom were all in poor condition. When it started to rain, water leaked into the hotel.
Service: It's clear that the staff doesn’t want to be there; they only show generosity and smile when tipped. However, they seem unhappy with small tips. Staff in general were` rude and unwelcoming to big groups.
- A couple seated next to our table spent extra money on wine, and as a result, they turned on the AC just for their corner.
Lobby: It seemed like they deliberately turned off the AC in the lobby, as if they didn't want people relaxing there. The lobby was unbearably hot, with the temperature at 30°C, and to make it worse, they also turned on the fireplace.
Room: The room was very disappointing; the reality was a complete contrast to what I saw in the Google photos. The cleanliness was poor— they didn't clean the floor, restock the water or drinks in the fridge, and failed to remove the dirty towels.
All inclusive deal: Even though this is an all-inclusive hotel, the staff seems unhappy if you drink or eat too much. While we were at Market Cafe with 10 friends, enjoying drinks and food, the manager became upset and stood beside us, glaring to make us feel unwelcome.
The hotel offers a $200 coupon, but you can't use it without spending money first. For example, the spa costs $249, and you're only allowed to apply a $40 coupon, or for a romantic dinner priced at $280, you can use a $60 coupon. While they market it as VIP service, you still have to spend upfront to take advantage of it.
Overall, this was the worst experience I've ever had. Secret the Vine ruined what was supposed to be an exciting trip with friends, leaving us all disappointed as we left Cancun with no desire to return.
Tysha Almond
This is a great resort! And had some of the best food I've had at an all inclusive. Just be aware that the portions are small, so order twice what you want. The service was impeccable and everyone was so friendly. This is not a smoker friendly resort as it's no smoking anywhere on the premises including the beach.
Laura Bradford
The staff go out of their way to make things special. We had a club level room and our concierge Sandra was amazing! She even had the executive chef make a special dish for me that I had mentioned that was my favorite. Arturo and Angel made our stay in the cabana wonderful! A very relaxing stay with lovely staff throughout.
It was very hard to get pool chairs so we got a cabana. Also it's a pretty small resort so not a ton of activities. Just chilling by the pool or playing in the surf, which is strong. We were there for 4 days which was a good amount of time. The food was quite good but not amazing. Lots of nice pastries and baked treats in the coffee shop. The frozen drinks were good at one bar and bad at another. I don't know if this is a true 5 star resort but it was very enjoyable and we felt well taken care of.
Ivan Lan
Came to the resort with a group of 10. It was my first time in Cancun. I’d say the resort did not quite meet my expectations, given that it is a 5-star resort.
The rooms felt dated, but good-sized and you get decent views of the ocean.
The food in the restaurants were mediocre at best. I’d recommend eating at Market Cafe for the Mexican cuisine and breakfast / lunch buffets. The Italian and Steakhouse were decent options as well. Definitely stay away from the Asian food - non of the items on their menu tasted authentic at all. Poolside tacos and quesadillas were great.
The biggest upset from the experience was the fact that there were no A/C on the first floor, where Market Cafe is located. We were dripping wet while enjoying our dinner because it felt like a sauna inside the restaurant.
Service from the staff was good. No complaints. I came with the expectation that tipping culture is big here for the servers. The Concierge Team was very helpful, and you can pretty much book anything you’d like to do here in Cancun with the help of the hotel staff.
I did enjoy the fact that the resort is pretty much in the middle of the strip, so it doesn’t feel like you are far away from anywhere on the strip.
No regrets in the stay - but I likely won’t come back after this experience.
Jonathan Dean
My wife and I spent a week here in Nov 2024. We are UVC members and had wanted to visit for a while. We were very lucky to be upgraded to a huge master suite with 270 degree wrap around balcony. Maid service top notch and concierge very nice. So we just loved the room, very comfortable. The rest left us a little disappointed. I feel as the pools did not work the way they are lay out making the whole experience awkward, hard to explain. We used the preferred pool quite a bit and it is odd also, no steps you have to use as ladder plus it is fully exposed to the wind and it was windy. Staff was not very attentive there. The lobby and restaurants AC was broken so a little uncomfortable to lounge and dine. As always the "find dining" was very uneven, inedible to pretty good. I am still waiting to have a nice simple bowl of pasta at these resorts - the Italian restaurant was awful food wise (my wife had the Gnocchi that had the taste and texture of tofu), service was fine. The Asian restaurant was very good, Bulgogi beef was great, we went twice. Preferred lounge very nice, good drinks, service and snacks. We would not come here again mainly due to the pools and lack of decent food.