![]() And the night bar/club called DESIRE was a tiny room with really bad music and only about 6 people there. They had a fire show which we were told was cancelled, and then there ended up being a show but we only knew 10 mins before it was over. The amenities over all were decent (nothing special) (zero wow factor). The preferred breakfast was a much better experience. We also had to wait to be seated for breakfast about 30 minutes. The breakfast in the main buffet was not well restocked. The restaurants were all decent (nothing special) the wait staff were all very nice. We went to look at it before making a decision and honestly, it was a much nicer room. They made us wait an hour and then offered another room. We walked back to the church in area and demanded a new room or we would leave to another hotel. The mini fridge door literally fell off the hinge when we opened it, the window shades wouldn't open because they were all rusted out and ripped, and the bedsheets had a large stain. The room they gave us was legit falling apart. We had to wait about 25 mins to check in, there was just no special feeling. When we arrived via taxi, there was zero feeling of being a preferred customer. My wife and I booked preferred and paid for an ocean front suite. We were not informed about the facilities that were only for preferred guests and was told our transportation wouldnt pick us up because there were no taxis available even though we informed them that we booked a roundtrip online. ![]() The drinks tasted like ice and the soda was flat. The front desk was only intetested in getting us to sit for an hour and a half for a presentation when we shared concerns especially regarding lack of towels and places to sit at both the beach and pool due to people leaving towels on chairs and never returning. ![]() There was no notification until they delivered your order 1 hour later. If they ran out of somthing they just didnt bring it. The room service food quality varied throughout the day. The food had no flavor and many of the food was sitting out for long periods of time. There was no desire to clean the room and fix the smell issues by housekeeping. The refigerator leaked and management kept insisting thete was nothing wrong with the room and saying it is a great room with a great view. The shower knob for the overhead was broken. There was holes in the wall and bugs in the bathroom section of the toilet. The room smelled like mold and mildew especially in the bathroom which had a strong odor. On March 20th through March 24th i stayed at the Secrets Aura Cozumel as a preferred guest in a junior suite room 1240. We were happy to leave Cozumel and won’t be back!!! Expedia needs to honestly change this property to a 1 or 2 star, based on all the reviews I’m seeing on here, things we all staying there saw there, and my own awful experience after paying thousands of dollars for a vacation. My poor sister had to move dirty/smelly rooms 3 times (still all had a nasty musty smell and we all had a miserable vacation! I’m sure the staff will apologize on this report, but we ALL 4 of us spoke & spoke to the manager, and nothing was really done to help us. Patrons who are loud at the swim up pool at 1:30 AM. No robes nor slippers or even a hair dryer after your cold shower! Rock hard, older beds. Gross water/missing tiles in pool, uneven walkways, loud air conditioner banging all night, hour long waits for food/restaurants, bland food other than Windows restaurant. No hot water, broken fridge, phone doesn’t work, so we couldn’t call room service, and we weren’t given a QR code anyway for the menu. Not luxurious nor special at all, and I feel sorry for the great workers there. The whole place smells like sewer and it is dirty and in terrible shape! They have to put scent warmers everywhere trying to hide the sewer smell. ![]() NOT a 4 star resort! I feel I was very misled by Expedia’s rating. ![]()
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