Impression Isla Mujeres by Secrets – Adults only – All Inclusive

The butler service could be better and more welcoming. The seafood restaurant is not tasty ( Seafood restaurant covered by "All Inclusive" plan is not tasty; ordered Oysters !! instead but they were extra charged...). Reservation at the beef house is difficult.

It was so beautiful The service was so slow. It took 45-1 hour to get food at restaurants. You have to make a reservation to do pretty much everything and most things aren’t available during your stay. We couldn’t get a reservation at the spa once.

We liked the location with nice sea views towards Cancun, sunsets and blue water. The rooms were nicely designed inside and clean. Hotel gave the option to hire a golf cart to see the island, we enjoyed the experience. Complimentary classes like pottery making also added a nice touch to the day. The hotel is really on the lower end when it comes to the type of customer and the food/beverage offers for more conscious eaters. If you have dietary requirements (e.g. gluten-free) be prepared for the staff to be totally confused. In several places we were asked to list our dietary requirements for them to then be ignored. You struggle to find anything gluten-free at breakfast. It is a myth that there is a lot of choice of restaurants as their opening days rotate. The waiting lounge for the catamaran transfer only offers fizzy drinks and alcohol. This attitude to beverages continues within the hotel - a cheap alcoholics paradise - but you cannot access any mineral water (i.e. water from a natural source), only purified water with a chemical taste. We asked the hotel to source mineral water for us which became a big ordeal. Initially we were told we can have a bottle of Evian for US$17, then the manager pushed backed saying that he's been to hotels without mineral water (we didn't care what hotels he's been to?). They were initially very reluctant but once a doctor was involved due to gastroenteritis, they finally provided us with some. Although not all the restaurant managers were aware which led to having to explain multiple times why we want mineral water. It is really a shame, could be a high-end hotel due to location, but instead attracts an odd crowd that probably heard about it through Instagram. Outside of the hotel, there is a lot of poverty and not a lot to see (half-day golf cart hire is enough).

I liked everything! 10/10 The welcoming, service, beautiful property, so many sweet peaceful quiet area to enjoy and relax. Great activities,/parties, loved their spa! great restaurants with accommodation based of their clients needs. Basically you don't want to leave the property for nothing else. Also their is no needs you have everything in place. I had a hard time leaving....can't wait to come again! I had a minor..... problem with the shower but they promise they will take care of it. I wanted to stay for another night I was hoping to get a better rate but beside that really their is nothing to complain of.

We dislike they

Came here for our honeymoon and had the best time. This is a stunning hotel with an amazing view, especially for sunset. We stayed in the signature suite which had a private hot tub on the balcony. All the staff were friendly and accomodating, the facilities were top class and the experience from start to finish was luxurious. There are great restaurants- the hibachi was our favourite. The catamaran transfer is a great way to start. You’ll never want to leave! We loved everything.

Exceptional

The property was spotless clean! The butlers made sure you had everything you wanted any time of the day. We loved it!!!! The beach was small but pretty

Everything because is excellent in all

The unparalleled beauty of the location and the service. Restaurants were hit or miss. The price.

Nothing. This hotel is literally still on it's beginning and there are SO MANY fuckups that it's unbelievable. Service is for real the worst I've ever experienced. No matter how many fuckups were there - they didn't give ANY compensation. NOT A LUXURY HOTEL Hotel service & Booking support for this hotel. Booking truly let me down - never book this hotel through booking. For real. ---- Full story: We had a truly TERRIBLE experience in the hotel. Staff is totally aware and asked me to reach out through Booking for a refund. I'll try to make it as short as I can - excuse me for the length of this message. tl;dr - hotel services and facilities were terrible, we've spent more than half of our time talking with the staff - got 0 compensation and now they have an internal investigation on how we as a customer got such an awful experience in this luxurious hotel (they took fully responsibility for everything happend) and we're looking for a full refund. We've arrived on April 28th around 7PM to the hotel. Next day on the morning we've had a really bad smell in our room - a sewage issue. Hotel asked us to wait for 30 minutes for someone to come and check. No one came. We've left the room and got back 4 hours later while having in mind that maybe someone came in the meantime and fixed that. Reality hit hard and the smell even harder. No one came. It took around 9 hours until we've moved to another room in the hotel as the problem was unfixable. Yay. Unpacking & Packing & Unpacking in 24 hours. Before moving our stuff we went to grab something to eat as this is an all-inclusive hotel. Waited for Pizza and a salad for an hour and just left the place hungry to move our stuff. Again, Yay. Moved our stuff. New room new problems. We went directly to dinner after unpacking and then for some drinks. Came back and guess what - AC doesn't work. In the morning we had a construction noises coming from within (!!) the hotel. They literally started drilling in the room above us (I can attach a record that we did). Took them 1 hour to stop that and 2.5 hours to fix the AC (1PM). Another half of a day we're staying in our room due to the hotel fuckups.

View , rooms and some restaurants.

The best part of the our stay was the customer service. The hotel had absolutely no day activities. No entertainment. The hotel was fairly empty and the room we stayed in was very subpar. We requested ocean front and our room overlooked a dirty pit area for a view.

Beautiful

Excellent Nothing! All was perfect.

The location is literally the best ever And butler frank was amazing The sales pitch for the unlimited vacations

breathtaking location, amazing amenities, staff and all people onsite were welcoming and made you feel right at home. Overall 10/10 NA

The property was beautiful, no doubt about it. Views were very nice and suites were clean and nice. The staff. I feel very bad but the staff (aside from the staff from the bottom natural pool) was horrible! The butlers are useless, I could not by the life of me figure out why they were offered to guests as whatever you asked from them was imposible for them to do. They would follow you around but could not bring you a drink, towel, medicine, nothing. The food was disgusting and even after I told the waiters and chefs about my food allergies, they suggested a plate that gave me a strong allergic reaction. I almost had to be sent to the hospital but the doctor came up to my room and gave me a shot of medicine! I was not offered an apology from the hotel let alone a free chocolate, nothing. These people are sketchy. There was one guy Carlos who called us every morning at 8am trying to sell a membership and give us some “coupons”. The whole membership thing was so creepy! The staff would almost force some guests to have a 90 minute lunch with them so they could talk about the membership. This hotel felt like a White lotus situation and it was just an awful experience. Many other luxury hotels out there, do not go for the views.

Breakfast was great

It is a beautiful brand new resort and the butler service is amazing. The restaurant/bar staff are all so kind and helpful. There are staff around the resort/in the restaurants with other business owners (wedding planners etc) and in the restaurants these staff/people were getting faster service than paying guests. The sales man who took over half an hour of our day trying to sell us a Hyatt hotels unlimited membership. Our room wasn’t made up one day at 4.30pm. Received no apology or anything. We were there celebrating our honeymoon and expected a bit more for the price.