Secrets The Vine Cancun

First time at this resort. Have stayed in many in Cancun. Very friendly and fast check-in but had to wait for our room for four hours. (Didn't like that. We booked a preferred room which is good to have. Enjoyed all the activities at the resort. Our room was Oceanview and pool view on 21st floor. Enjoyed the Market Place restaurant and Javier helped us get vegetarian food without any problem for my wife. Italian, Mexican restaurants were great and the staff very helpful. Would request the resort to have more vegetarian food. Itzayana and Jose on 21st Butlers made our stay a very comfortable. Definitely we will go back to Secret The Vine again.

Customer service and concierge prior to arrival was sluggish, lacking resolution and unresponsive General customer service for our group on resort was lacking. The hotel wouldn’t book any restaurant’s in advance for our group Food is average and the service slow. I’ve waited one hour for water and a salad. Mini bar in the room had three small beers and soft drinks. Rooms are big and nice. Facilities in general are good but service is terrible

This all inclusive resort is a big disappointment compared to a visit in 2016. While the accommodations and facilities are clean and well kept, it’s hard to exaggerate the poor quality of the food, which in a prior visit was quite good. Every single restaurant on the premises had bad food. Maybe frozen and barely reheated? Cooked elsewhere and shipped over? It’s hard to say. Example pasta with puttanesca sauce no olives, no capers, and no anchovies. Just watered down tomatoes. Fish dishes were past their prime. Given that food is an important component of an all inclusive resort, this was quite a disappointment. Also, tripping hazards abound with many steps, often without handrails, and multilevel walking surfaces

Need to give more food variety, correct the sewer smell and have more workers at the coffee station.

Service was above expectations! The restaurant selections were good as well! The Market Cafe was our favorite choice.. we ate breakfast there almost every day. Wish we would have known sooner how good the Mexican food was at night…we would have eaten there more!! Our server ,Enrique Velazquez …..EXCELLENT!!! The staff work their butts off to accommodate the vacationers… please tip them well!!! So very polite and always smiling and asking if they can help us with things… I could not have asked for better bar service while enjoying the sun… they knew what drinks you were going to order from the first day… great memories were made on this vacation!!