![]() It took them 5+ additional hours past check in and then when they took us there is was awful, not worth the upgraded cost. We were told to go eat and come back and it would be ready, we did and it was still a few more hours. They keep telling us 20 to 30 minutes every 30 minutes. When we arrived we were 2 hours late (airline delays), we sat in the Preferred lounge for well over an hour with many other people trying to get checked in & there seemed no rooms ready. We are members of the Unlimited Club and decided to upgrade to a Preferred Swim out & thought that it would be money well spent. The room we received when we arrived was in terrible condition. Most of the limited staff is doing the best they can but it is vey old and outdated. This resort is not in good condition at all. Overall our experience was fantastic and we will be back and we won't wait another 10 years. Even the staff when we tried to use it said we could get a better deal. This is a coupon book that is so restrictive we tossed ours in the trash. The other complaint is the "resort credit". On more than one occasion I would have spent money in the shops but didn't think to carry my credit card to the beach. Secrets could make a ton of money by making it convenient to charge to your room. Said differently, you could not charge things to your room so you had to have a credit card or in the case of beach activities, cash. parasailing) are contracted and not part of Secrets. It is very odd to me that all of the shops and the beach activities (e.g. If you get bored there, do not blame Secrets. The Entertainment staff was perpetually energized and always trying to garner participation in whatever they were doing. I am confident we saw the same shows 10 years ago. ![]() The shows in the evening were good, but lacked originality. After recreating the photo, she had the original and the new photo framed and presented it to us as a gift. She even helped us recreate a photo from 10 years ago. The Preferred concierge (Leslie) was absolutely fantastic by ensuring everything was good with our room and letting us know about all the activities going on during the day. We did have to call to have the mini bar restocked one day, and within an hour it was over flowing. From the service at the beach, the concierge, and maintenance all went out of their way to ensure our stay was memorable. The food brought to the beach was surprisingly good. We had fantastic experiences at Bordeaux, the roof top sushi, and the Mediterranean restaurant at the neighboring resort. We spoke to other guests who had issues in the older sections, but they said it was immediately addressed. Some areas of the resort are showing age. The pools were nice, but the water was not crystal clear. The room was spacious, clean and afforded a great view. We had an ocean front room that was nothing short of fantastic. ![]() As it turns out, my concerns were not an issue. Prior to leaving, I read the reviews and was a bit concerned. My wife and I went to Secrets Aura Cozumel (Secrets) 10 years ago and decided to make a return trip this year.
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