We visited once before in 2019 and the place was superb. Our visit this time in 2024 was far from it. Everyone was as friendly as they could be, but the facilities are in dire need of a big renovation. We did 2 check-ins and both times we had to wait for over an hour till our room was ready, the place seems to be understaffed. And the worst thing we noticed is the pool towel situation. If you did not grab pool towels from the towel bin before 9am you would not get pool towels for the rest of the day, no matter how many times you reported them to the staff and them saying they already reported it. Before you dismiss this review, please note that I am someone who loved this place, but upon speaking with the staff, it is evident that the place is in between management changes since Hyatt bought them. So I am hoping they turn this ship around. The main issue seems to be at the management level and not with the actual staff individually. I had 2 separate rooms this time around and in both instances I required maintenance assistance, one was due to no hot water in the room, the other one was AC related. Oh and on a rainy day, there was a big leak in our bathroom ceiling to which the lobby said “we know” with a sigh as though they knew there are a lot of things to fix. Anyway. Here’s hoping they make this the paradise hotel I went to back in 2019. Because Secrets Aura is an awesome location with good food, excellent staff and an enviable beach.