Resort Details
Guest Reviews
Customer Ratings & Reviews
TripAdvisor Traveler Rating
1702 reviews
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May 05, 2025Truly Wonderful
Phenomenal! Every single team member made us feel at home. A “Hello” and “How are you?” with every interaction. Daniel greeted, and accommodated, us everyday at the Secrets pool. Along with Nedel, Urbano, Ariel, Juan and many, many more!!
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May 05, 2025We were lied to in order to get us to a high pressure sales pitch.
On 3/31/25, my wife and I visited Secrets Riviera Cancun to celebrate a wedding anniversary. We were met by an employee named Will from VIP Services who showed us to the Preferred Club to check in. Once completed, he asked for our luggage to be brought down. While we waited, Will said he had an offer for us. There was a Secrets resort about 15 minutes away that had only opened a year ago. He said our resort was a 4 diamond resort, but this new one was a 5 diamond resort. They were trying to get the word out about this new resort. If we would visit the resort one morning, we would get breakfast there and a tour of the property. It would take 90 minutes. He said if we did this, we'd get $310 in leisure to use during our stay. Our guard should have been up but we were tired and it sounded like a great deal. We agreed to go the next morning. I clarified it was 15 minutes travel, 90 minutes there and 15 back and he said yes. The next morning, we were put in a taxi to the other resort. The host at the other end paid for the taxi when we arrived. However, the drive did not take 15 minutes. It took 35 minutes with no traffic to explain the delay. It was simply much further away than we had been told. At this point, it was already clear we weren't getting back in 2 hours. When we arrived at the resort, we were taken to the breakfast buffet. We ate with a nice lady who asked us seemingly innocent questions about our previous travels and future plans. The food was good and we were enjoying ourselves. She then took us on a tour of the property. Then, the sales pitch started. It turned out this was NOT to get word out about this new 5 diamond resort. It was to try to sell us a membership in their Unlimited Vacation Club. We listened to the pitch and told them we weren't interested. At this point, we had already been at the resort longer than 90 minutes and we were ready to get back to our vacation. Instead, we were handed off to another salesman who made the numbers better and tried again. Still, no. A 3rd salesman sweetened the deal. By now, we were fed up. We told them very firmly that we had not been told ahead of time about any sales pitch (we did find out later it wasin the paperwork, but Will "forgot" to mention it). We told him we were well past the 90 minutes, we were not interested in the club and wanted our gift and our ride back to our resort. He sent over a 4th person who started the conversation with "I am not the next person to try to sell you anything." Within 30 seconds, that had proved a lie. He started offering new numbers and trying again. We pointed out the lie and continued to raise our voice in a room full of other customers until they finally gave us our gift and taxi back to our resort. By the time we got back, we'd been gone 5 hours and had missed lunch. I complained to someone in the Preferred Club who said he'd have a manager call us. The person who called admitted that Will had LIED, but there was nothing he could do. When we got back home, I emailed Hyatt Customer Affairs, but have gotten nowhere with any compensation for our lost time and stress. We have been offered more leisure cash or a free romantic dinner, but both would require us to return which we have no plans to do. Multiple requests for Hyatt points have been ignored. I was finally told that UVC was a separate company and they can't offer points, but the sales staff offered us 50,000 points as a bonus if we joined the club so I don't see how that can be true. If you choose to go to this resort, or the attached Breathless resort, be aware of this and decline any offer unless this experience would not bother you.
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May 05, 2025
With cocktails, sun, and surf, life doesn’t get much better
Great resort and great staff, especially Jesus with your activities department; there was never a dull moment at the pool. The drinks were flowing, the music was great, and the ocean breeze was all I we needed to relax and unwind for a few days! Thank you to all for making this a memorable trip!
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May 04, 2025
Winners Circle Vacation
Went to celebrate Winners Circle with my company. We had almost 200 ppl in our group. I went with my fiance, first time in cancun. We arrived early in the morning and the front desk lady who checked us in was able to accommodate an early check in. She was very informative and welcoming. We appreciate the early check in. Hotel room was very clean. Got a nice room with a pool. All staff went above and beyond. Felt like royalty! We would definitely come back! Our server at the Rosewater bar really stood out. His name is Julian. Very nice!!! Also Robert at the beach He had great energy! And Mar at the pool. Super sweet. Thank you for your hospitality!
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May 04, 2025
Great stay at Secrets Riviera Cancun
Jaffet, our UVC rep, kept us informed of all our possibilities for the day. Jose and Lino served us well at Rosewater. Juan and Daniel found us chairs around the pool and kept us in the shade as needed. Never had to look for a drink with Ariel, Urbano, Hedel or Marg. Lorenzo kept our room pristine for our 15 day stay. "Spicey" Luis kept the entertainment coming around the pool. Some of the best food at an all inclusive resort in the Cancun area. Ate at Spumante twice, The Grill once, Picante twice, Coquette three times, and Rosewater everyday for breakfast, several lunches and dinners. The best beef I have had at an all-inclusive, both at the Grill and Coquette.
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