Ratings based on 956 Guest Reviews
Hear it directly from our travellers
3.7 Room cleanliness
4.1 Service & staff
3.7 Room comfort
3.2 Hotel condition
TRAVELOCITY GUEST REVIEWS
Hear it directly from our travellers
by A traveller
Posted Nov. 11, 2024
No hot water in our room, but everything else was great
Comment from Hotel Management
Nov. 12, 2024 by Management area , Hotel Management
Hello Mr. Christopherhank you for sharing your experience with us. We're glad to hear that you enjoyed your stay overall, though we apologize for the lack of hot water in your room. We know how important those details are, and we'll make sure to address this. Thank you for your patience, and we hope to provide an even better experience next time. Looking forward to welcoming you back!We remain at your service
by A traveller
Posted Nov. 3, 2024
Comment from Hotel Management
Nov. 4, 2024 by Management area , Hotel Management
Hello Mr. ChristopherThank you for your rating! We're glad to see you had a positive experience with us. If there’s any specific feedback you’d like to share, we’re always looking to improve and would love to hear from you. We hope to welcome you back soon for an even better stay!We remain at your service
by A traveller
Posted Oct. 21, 2024
Comment from Hotel Management
Oct. 21, 2024 by Management area , Hotel Management
Hello Mr. PhilipThank you for your perfect rating! We’re thrilled to hear you had a wonderful experience with us. We look forward to welcoming you back soon!We remain at your service
by A traveller
Posted Oct. 14, 2024
Beautiful property with friendly staff. Food is average and rooms could use a little updating. But we will for sure be going back
Comment from Hotel Management
Oct. 15, 2024 by Management area , Hotel Management
Hello Mr. ChrostopherThank you for your kind words about our property and our staff! We truly appreciate your feedback on the food and room updates, and we'll continue working to enhance those areas. We're thrilled to hear that you'll be returning! As they say, "There's no place like home," and we're happy our resort feels like a home away from home for you. We can't wait to welcome you back soon!We remain at your service
by A traveller
Posted Sep. 18, 2024 on Expedia
Severely Understaffed / Being a preferred guest gets no perks except access to one restaurant / Rooms are hit or miss, we came with 4 couples so we had 4 preferred suites. 2 rooms the A/C barely worked, and 1 room flooded. / They charged excursions and wine package to one of our rooms that we didnt do and continued to argue that we did but never could show the paper we "apparently" signed. We had a great time "In Downtown Cozumel" but the hotel was a dissapointment.
Comment from Hotel Management
Sep. 19, 2024 by Management area , Hotel Management
Hello Mr. Jack PhillipThank you for sharing your experience. We're truly sorry to hear that certain aspects of your stay did not meet your expectations. The issues you encountered with the A/C and room flooding, as well as the confusion with billing, are certainly not reflective of the experience we aim to provide. We appreciate your feedback and will be reviewing these matters with our team to ensure they are addressed. We're glad you enjoyed your time in downtown Cozumel, and we hope to have the opportunity to improve your experience should you choose to visit again.We remain at your service
by A traveller
Posted Sep. 17, 2024 on Expedia
The staff there is amazing, hotel is a little dated but they will make accommodations to make your stay as comfortable as possible.
Comment from Hotel Management
Sep. 19, 2024 by Management area , Hotel Management
Hello Mrs. JeannetteThank you for your feedback! We're thrilled to hear that our staff made your stay enjoyable. We acknowledge that some areas of the hotel may feel a bit dated, and we appreciate your understanding as we continually work on updates to enhance the guest experience. We hope to welcome you back soon!We remain at your service
by A traveller
Posted Sep. 16, 2024 on Expedia
Staff was wonderful. Unfortunately, unless you pay the extra for Preferred booking, there aren’t many indoor/air conditioned options to utilize aside from your room.
by A traveller from Springdale
Posted Sep. 13, 2024 on Expedia
I loved everything about Secrets. We stayed in a Preferred room and loved it. Quality service from the moment you get there till the time you leave. The pools are great. I can’t wait to return.
Comment from Hotel Management
Sep. 19, 2024 by Management area , Hotel Management
Hello Mr. Ronald DThank you for your wonderful feedback! We're thrilled to hear you enjoyed your stay at Secrets, especially in the Preferred room. It's great to know that our quality service, from arrival to departure, made your experience memorable. We can't wait to welcome you back for another relaxing stay by the pools!We remain at your service
by A traveller from Broken Arrow
Posted Sep. 9, 2024 on Expedia
Comment from Hotel Management
Sep. 12, 2024 by Management area , Hotel Management
Hello ChristianThank you for your 4 star review! We appreciate your feedback and are glad you had a great experience. We look forward to welcoming you back for an even better stayWe remain at your service
by A traveller
Posted Sep. 8, 2024 on Expedia
I felt like the property was lacking. No coffee in the coffee shop, the preferred lounge never had cups, creamer and also ran out of coffee. You weren’t allowed to carry food to the beach. Our friends room AC didn’t work, rooms didn’t have irons or steamers.
Comment from Hotel Management
Sep. 12, 2024 by Management area , Hotel Management
Hello ChasityThank you for your feedback. We’re glad you took the time to share your thoughts. We’re sorry to hear about the issues with the coffee shop, Preferred Lounge, and room amenities. Your comments are important, and we will work on addressing these concerns to enhance our guests' experience. We appreciate your input and hope to have the opportunity to provide a better stay in the future.We remain at your service
