Ratings based on 1,494 Verified Reviews
4.6 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.4 Hotel condition
Expedia 亿客行 Verified Reviews
by A verified traveler
Posted Jun 7, 2024 on Expedia
Comment from Hotel Management
Jun 8, 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear Frank,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 service and facilities.Our team looks forward to welcoming you back in the not so distant future.Best Regards,Berenice ReyesE-Concierge
by A verified traveler
Posted Jun 6, 2024 on Expedia
Everything was great. Highly recommend
Comment from Hotel Management
Jun 7, 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear Irina,Thank you for taking the time to review our resort. It is our pleasure to read that you enjoyed your visit and that your experience was positive. Providing our guests with the high standards of service and comfort is one of our goals and are happy that this was reflected in your visit,We look forward to welcoming you during your next visit to the Mexican Caribbean.Best regards,Berenice ReyesE-Concierge
by A verified traveler
Posted Jun 5, 2024 on Expedia
This property had really good pools, multiple places to eat with no need for a reservation, and the service was amazing. The rooms were spacious and clean, and there were plenty of pool and beach seating all 5 days we were there.
The only two issues we had on our trip were the food and the upsells. The restaurants on property aren’t the best food we’ve had at an all-inclusive, I’d say 3/5 stars. And the upsells were such a mood kill. We constantly got asked via in person or cards slipped under the door to attend presentations and tours for spa credits, and they were constantly pushing dinners and activities that you had to pay extra for.
Overall, I’d give this place a 3/5. Good for the price and no kids, but if you can spring it, I’d stay somewhere else.
Comment from Hotel Management
Jun 6, 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear Malikah,Thank you very much for the time you spent sharing your impressions of your recent stay at our resort. We always welcome feedback, as it allows us to continually improve the experience we create for our guests.Our goal is always to exceed our guests' expectations by offering memorable experiences. We regret to hear about your concerns regarding the constant upselling during your stay. We strive to provide a relaxing and enjoyable experience for all our guests, and we apologize if you felt pressured in any way. Your feedback is crucial, and we will address this issue with our team to ensure a more balanced and pleasant environment. Once again, we thank you for sharing your overview with us here. We hope to have the opportunity to welcome you back for a future stay.Best Regards,Berenice ReyesE-Concierge
by A verified traveler
Posted Jun 5, 2024 on Expedia
We had a great time. Loved the food, our room, the staff, our view.
The only thing is that first floor had no air conditioning it was pretty warm in there. That’s where they have a few of the restaurants & gift shop. There’s also a bad odor in the same space. Smelled like they mopped with dirty mop. Someone said it was sewage. The beach had lots of seaweed which made water look dirty. (Beyond your control)
Also would have loved more shops. Not a deal breaker.
Comment from Hotel Management
Jun 5, 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear Merari C,We would like to thank you for selecting our resort as your host on your recent gateway to our destination. It was a pleasure having you here.We are very happy to learn that your stay was a most pleasant one and that you were highly satisfied with our gastronomy selection, luxury and comfortable suites, incredible panoramic views and excellent service. We highly appreciate your gracious comments and have shared them with our team as a motivation.Furthermore, we sincerely look forward to welcoming you back on a future occasion.Best regards,Berenice ReyesE-Concierge
by A verified traveler
Posted Jun 5, 2024 on Expedia
Beautiful hotel, however the most unique thing about it was the staff great people very welcoming.
Comment from Hotel Management
Jun 5, 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear Timothy Zepeda,We appreciate the time that you have invested in writing an overview of your stay with us through this mean.It is our pleasure to learn that you enjoyed your recent visit and that your overall experience was positive. We truly value your remarks on our beautiful property and your enthusiasm for our incredible customer service. Our team looks forward to having you back in a not too distant future.Best regards,Berenice ReyesE-Concierge
by A verified traveler
Posted Jun 4, 2024 on Expedia
For an adult resort the pools closed at 6:00pm I really didn’t understand that I like to stay in the pool and relax
Comment from Hotel Management
Jun 4, 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear Denise A,Thank you for sharing your comments here.We appreciate all our guest feedback as it allows us to continue enhancing the service we offer. We apologize for any inconveniences you experienced and will consider your comments for future improvement.Once again, we thank you for sharing your overview with us here.Best regards,Berenice ReyesE-Concierge
by A verified traveler from Neptune
Posted Jun 3, 2024 on Expedia
Comment from Hotel Management
Jun 5, 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear TANISHA,We sincerely apologize if there were any shortcomings in our end. Our guest feedback is very important for us.We kindly would like to invite you to reach us directly with further details about your stay.We look forward to hearing from you. Warm regards,Berenice ReyesE-Concierge
by A verified traveler
Posted Jun 3, 2024 on Expedia
This is our second time at Secrets the Vine. My favorite restaurant is Dragons, followed by the Mexican place, and the steak place. The breakfast buffet was outstanding. We went to a couple's spa and loved it. This is a calm resort. If you are looking for great food and a relaxing place, this resort is for you.
Comment from Hotel Management
Jun 3, 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear Sonia Cano,We would like to thank you for the lovely review you shared following your recent visit to Secrets The Vine, Cancun. We are delighted that you were highly impressed with our resort, great culinary selection and marvelous spa. 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.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 Jun 3, 2024 on Expedia
Very expensive
Comment from Hotel Management
Jun 3, 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear Azam,Thank you for sharing your feedback through this mean. Your evaluation of our services is very important to us in our constant commitment to improve our guests' experience.We hope to have the opportunity to welcome you back at some time in the future.Best regards,Berenice ReyesE-Concierge
by A verified traveler
Posted Jun 3, 2024 on Expedia
Great resort, the service is impeccable!
Comment from Hotel Management
Jun 3, 2024 by E-Concierge at Secrets The Vine Cancún, Hotel Management
Dear Lia,Thank you for taking the time to share your experience at Secrets The Vine Cancun.We sincerely appreciate your 5-star note, and we are thrilled to know that we provide you an impeccable service.We hope to have the opportunity of being your host again on your next visit to our destination.Best regards,Berenice ReyesE-Concierge
