8/10 Very good
10 Nov 2024
Very good, but didnt nail the extra touches
We stayed in a Master Suite so this review covers preference.
The Good:
The food was outstanding in every resturant and cafe
The staff were friendly, attentive and welcoming
The suite was fabulous
We participated in a number of activities including Karaoke, Retro night, Piano Bar DJ night and all were very good entertainment.
The let downs
We used the butler/concierge in preference for 4 things and only 1 happened correctly
1. We asked for drinks to the room and they never came. This on its own I wouldnt single out but
2. We ordered an anniversary breakfast that was late after we reminded them
3. We asked for airport transfer that never got booked.
Thats too many issues not to point it out.
Finally, we live in Mexico but met family over on holiday from the UK. We were preference they were not so when I was offered hydrotherapy that was free with the suite I wanted my cousin to get it as she wouldve loved it. They didnt permit it. If I asked for her in addition to me Id understand but I didnt take my free session.
Would we go again?
Yes we would. We go to cancun 3-4 times a year and chose Secrets The Vine because family were staying. The experience wasnt perfect BUT there is so much to like about the hotel, staff, food, guest interactions we will go back.
What I am not sure of is going preference again. I didnt think the service was there at all. But I would go back to the hotel more generally.
Graeme
Graeme, 3-night trip
Verified Hotels.com guest review
