![]() Thank you for bringing these matters to our attention. Please be assured that we take your feedback seriously, and we will be using it as an opportunity to improve our services and facilities.We would like to make things right and have the chance to restore your faith in our hotel. Rest assured, we will address this issue promptly and take the necessary steps to prevent such incidents from happening again.We truly regret that your trip was marred by these unfortunate events, and we apologize for any distress it caused you. ![]() We are truly sorry for this inconvenience and the negative impact it had on your overall experience. ![]() We understand the importance of a clean and well-maintained room, and we will be investigating the matter to ensure such occurrences are not repeated in the future.Moreover, the leak in your room that resulted in your belongings being damaged is entirely unacceptable. Your comfort and satisfaction are of utmost importance to us, and it is disheartening to hear that we fell short of providing you with the high-quality accommodations and service you deserve.Please know that the condition of the first room you were assigned is not reflective of our usual standards, and we deeply regret the disappointment it caused you. Thank you for sharing your feedback with us, and we hope you will reconsider staying with us again in the future.Sincerely,ĭear Jaime,We want to begin by extending our sincere apologies for the unacceptable experience you encountered during your recent stay with us. Your feedback has been shared with our F&B teams to make the necessary improvements.Furthermore, we appreciate your feedback on the upgraded minibar, and we will be re-evaluating the offerings to ensure they are in line with our guests' expectations.Please be assured that we are committed to providing the best possible experience for our guests, and we will be using your comments to learn and grow.We truly regret that your stay with us did not meet your expectations, and we would like the opportunity to make amends.Once again, we extend our apologies for any inconvenience you faced. The safety and well-being of our guests are of utmost importance to us, and we will be taking immediate action to rectify these concerns.Regarding the food and drink service, we understand the significance of quality offerings, and we are sorry to hear that we did not meet your expectations. Rest assured, we are already working on improvements to address the issues you mentioned.Additionally, we apologize for the state of the pools and the issues with the electrical wiring surrounding the pool lights. We understand the importance of providing comfortable and well-maintained accommodations for our guests, and we deeply regret that we fell short in this regard. It is disheartening to learn that we did not meet your expectations, and we take your feedback seriously as it allows us to address areas that need improvement.We are truly sorry for the condition of the rooms and the cleanliness issues you encountered. Review comment Emmanuel / e-Concierge responded on Jul 18, 2023ĭear Nicole,We would like to start by expressing our deepest apologies for the disappointment you experienced during your recent stay with us. Other amenities at this adults-only resort include outdoor tennis courts, free WiFi in public areas, and conference space. The 24-hour front desk has multilingual staff ready to assist with tours or tickets, dry cleaning/laundry, and securing valuables. Guests of Secrets Aura Cozumel - Adults Only - All Inclusive have access to a full-service spa, 3 outdoor pools, and a gym. IPod docks, sitting areas, and ceiling fans are other standard amenities. Bathrooms offer hair dryers, designer toiletries, slippers, and bathrobes. Guests can expect to find free WiFi and flat-screen TVs with cable channels. You can get a quick energy boost at the coffee shop/cafe. ![]() There are multiple options for onsite dining with 5 restaurants, including Windows, which specializes in international cuisine and serves breakfast, lunch, and dinner, and Barefoot Grill with its ocean views. This 266-room, 4.5-star resort welcomes business and leisure travelers with 3 outdoor pools, a full-service spa, and 5 restaurants. Secrets Aura Cozumel - Adults Only - All Inclusive places you next to Arrecifes de Cozumel National Park and within a 5-minute walk of Paradise Beach. ![]()
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