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The 2nd room 631 was alot better although the room chairs were still dirty, front door was dirty like many of the rooms and the couch sinks in when you sit. I just hope that we didn't bring any of these roaches home with us in our luggage. As we got ready to pack up and move to the new room, we found a huge roach in the tub crawling around. This meant that we had to find other things to do that didn't include having to change clothes or needing personal items so be basically were forced to leave and find something off the resort to do since there was no entertainment for those 3hrs so we caught a cab to downtown at our own expense. The next day we were told that in order to get another room we needed to check out of our current room at noon and our new room wouldn't be ready until 3.

When we called to have our room switched we were told we had to wait until the next day, which meant that we had to endure the issues for 24hrs.

Inside the room the bedroom phone didn't work, the chairs at the table were filthy, the sink faucet was broken and the shower took 20mins to run before the water got hot, shower heads had lime build-up, the walls were dirty and chipped and the button to flush the toilet was turning green and the toilet seat was dirty. Our 1st room 536 we were moved into was on the 3rd floor, no elevators yet it's considered "preferred." The stairs going all the way down were soaking wet from the rain which means that the roof needs to be replaced if water is getting inside that much because that's an accident waiting to happen and someone could easily fall down those stairs and injure themselves so it's a lawsuit waiting to happen. This was my 1st and probably last stay at a Secrets location.I just expected more. I have to say that I was quite disappointed with my stay, especially since I've stayed at 2 or 3 of your Breathless properties and enjoyed it. I remain at your service Eduardo Betancourt we do not offer float, we are trying to get our guests safe due to the covid restrictions, we understand your comments and we appreciate you could share your personal experience. As you know gratuities are included and they are not mandatory, we never ask for this but staff can take the gratuity if guests decide to give it to them. We are concerned about the comments regarding the food option, nowadays we are offering two restaurants per meal this is duet to the covid restriction applying but we are also doing a grill on the beach every day, we have beach food service, we also offer access to our sister resort Sunscaoe Sabor Cozumel to taste the restaurant they offer, we understand each of us has a different perspective and we appreciate you can let us more about the food in order to improve, Regarding the flight cancelation as you know we have no access to their systems and if you got a flight and hotel packages, we can not process a refund since we got the money of the package after you check-out, we always suggest to our guests to call the call center if you booked with us or contact the travel agency to use in order to process the refund. Dear awebdiver Thank you for sharing your personal opinion with us.