Ordering breakfast to your room was a plus from the app and easy. Food was decent I would say and easy enough to get into the restaurants so that was a plus. They use cheap liquor as a substitute unless you ask and actually watch them poor it. The swim up bar in the non preferred is not even open. Rooms need a major renovation, pools are ok. One couple had their room cleaned once in the 7 days. (Yes I get you don’t spend much time in them, but sleeping is not great and your clothes will need double wash when you get home) Thankfully our AC worked but couple people in our group theirs did not. Poor customer service, resort is run down and very out dated, no beach and small pool. She needs to be reprimanded for her terrible behavior. I had to email her from my work email telling her I was going to report this situation. My husband then tried to email her and his email came back undeliverable. Baas at the email she had been replying to me at and copied my husband and it came back undeliverable. I said this is very unprofessional and I just want to know where my money is. And then a different woman who argued with me about our refund. I asked if I could be placed on hold and was willing to wait for her. Baas, they took my name and put me on hold and they came back on the line and said she's not available. I called the third day in a row asking for Ms. I called the next day, they took my name, put me on hold, and came back on the line and said Ms. I did ask to leave a message with my name and number to return my call. Baas by telephone, after the receptionist took my name, put me on hold only to come back and say she is not available today can we take a message. We emailed her numerous times and she would reply back to call GBS. It took almost 2 months to receive our PARTIAL refund. We asked and confirmed again with her before we booked a new room with at a new resort (Secrets Playa Majerus), confirming no cancellation fees. Baas reassured us that we would be getting a full refund with the exception of the one night stay. Baas who confirmed with the resort Manager that indeed we would be getting a refund without any cancelation fees. We asked if we could move to a different Secrets resort and she got on the phone to help us find accommodations. She said we are at full capacity and had no rooms until the next day and would be willing to move us as an option but would have to stay in the same room 1 more night. We immediately went to the concierge and met with Nelly Baas Chief Concierge and told her of our concern. All was fine until the next morning when we went to shower and there was no running water. When we arrived we checked in and made plans for dinner. We booked our trip through UVC and relied on Secrets Aura Cozumel hotel rating of 4 stars to be somewhat decent.
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