It was nice to see them as we recognized them from last year. We received a friendly greeting by Fernando Vazquez and Fernando Yam (concierge express). The experience was a great one, a little different from last year but overall a good one. We were there from July 13 through July 20th. Warm Regards, Justine Pyne eConcierge/Social Media Coordinator Secrets Aura Cozumel was our 2nd stay at the resort and was curious how the service would be since it came under new management since our trip last year. We sincerely hope to welcome you to Secrets Aura Cozumel on a future occasion so we can have the opportunity to redeem ourselves providing you with the service you deserve. On another note It was very rewarding to read that despite the fact that we did not meet your expectations you still enjoyed other aspects of the resort which include our beautiful beach and snorkeling. We are currently doing preventative maintenance on the property and are looking at revamping our menus in the restaurants offering varied options. However, I am sure if you had spoken with Management about the disturbance coming from the other rooms they could have made an effort to control it or provide you with options to better accommodate your situation. Unfortunately I can see that you did not enjoy all the services we provided to you, and I do apologize for any shortcomings from our side. Your complete and constructive feedback provided us with information that is helpful in identifying those areas of opportunity we may be overlooking. Your remarks are very much appreciated as they help us to improve our service, and our product. Until this happens we will not be returning.ĭear MN_Couple_06, Thank you for taking the time to write an informative review on TripAdvisor about your stay with us. If they want repeat business and charge the rate they are charging, I would suggest getting a control of the party atmosphere. Great view and beach is great for snorkeling. It is truly a solid 3 star, but for the price I would go else where. The resort is a little run down and shows aging especially since it has been it just went through an renovation. The staff was good but seemed that they were understaffed most of the time. The food was not four star, but pretty decent. Truly for a an 'adult only' resort, it felt like spring break. We called several different nights about these people and nothing was done to shut it down. I can understand being loud and having fun until 12-1am, but if they wanted to party later take it into the room.

The issue was that there were several swim up rooms that people would congregate at and party loudly until 3am. There were plenty of 'party people' that would stay up until every hour of the night.

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