All too often in the customer service industry do we find that constructive feedback is not presented unless said feedback is negative. That being said I hope to provide an informative review that will help answer any questions the “type A” traveler (like me) may have.
My husband and I had the privilege of visiting Secrets Maroma 12/6/13 through 12/14/13. We booked through Apple Vacations for the Preferred Club and stayed in room 2634. Upon arrival we were whisked away via golf cart on a short drive through a lovely jungle path to the Preferred Lounge for check in. We were immediately offered two shots of Andres’ finest tequila while we waited for the attendant to finish with the first guests. Andres was a fabulous first impression of the service we would experience during our stay. (first impression equals a lasting one!) Our room was not yet prepared as our flight arrived at 10 AM, the concierge held our luggage, gave us a pager and directed us to the Seaside Grill for lunch while we waited for the 3PM check in. We unfortunately were not paged until 4 PM however had prepared for this potential delay by having our swimsuits, sunscreen and cover ups in our carry-ons. Besides the team does a fantastic job of promoting a relaxed yet entertaining atmosphere thus we were not displeased with the delay.
Our room was fabulous and provided a lovely view of both the grounds and the bright turquoise ocean. The room was spotless, smelled fantastic and had every luxury we could have needed during our stay. We booked in the Preferred Club for two reasons: (1) Location of rooms & (2) Unlimited access to the hydrotherapy circuit at the Spa by Pevonia. The PC buildings are the first two from the ocean along the flank providing a short walk to the beach / pools. I would recommend requesting either buildings 16 or 26 if you go the PC route as the other side is directly over the gazebo used for weddings. A reception was held the first evening until approx.. 11 PM that was quite loud and could have been disruptive for those guests who were seeking romance / relaxation. We on the other hand were wishing we were invited to the wedding as it sounded like a great party and had a fantastic DJ! Only negative point to our room was the throw pillows left on the bed – it is not possible to throw these in the washer after each guest thus they had a musty / sweaty smell.
We visited every restaurant except Oceana and were delighted at the quality of food, variety of options and the attentive service provided at each establishment. Each dining area was dimly lit, each with their own style / décor, offered private romantic dining tables and had knowledgeable and attentive servers. Reservations are required for Himitsu for the hibachi table only. We had a fantastic time at the Hibachi – would recommend the 6 person table versus the larger as it was the only hibachi table that provided a private room that allowed for easy conversation and attentive un-hurried service from the very talented Hibachi chef. Oceana was not visited as it consistently had a long wait for dinner (approx. 7PM) and we were not disappointed to attend Bordeaux (our favorite) a second time.
The beach…perfection. Soft sand that is manicured daily, an ample amount of comfortable lounge chairs, a fantastic bar w/ swings for stools right on the water and private cabanas that are available for $40 / day. The cabana’s are lovely and provide you with the freedom to come and go as you please and a private cabana attendant who caters to your every need. If interested I would highly recommend reserving your cabana immediately as there are only 2 that offer a secondary top deck (and are the same price!) which we found to be quite posh. We rented cabana #9 for our two last days and immediately kicked ourselves for not reserving for the entire week.
The spa! Incredible! We immensely enjoyed the hydrotherapy circuit and posh relaxation rooms. The ladies side offers extra luxuries like lavish toiletries, private relaxation room w/ fresh chilled cucumbers for your sun exposed eyelids, hot iron, blow dryer and individually packaged combs & toothbrushes! We went daily after a long day in the sun brining our dinner clothes along with us. My husband much preferred waiting for me to get ready in the spa then in our room
In regards to previous reviews noting an aggressive sales pitch upon check in…false. Upon check in you are offered the opportunity to voluntarily opt for the 90 minute sales pitch for a Secrets Membership. Thus if you aren’t interested you don’t have to listen. We did opt for the pitch as we were interested in the membership, 45 minutes of the 90 was spent enjoying breakfast, 20 minutes was spent touring the resort and its most fabulous room and the remaining was spent going over the “numbers” while enjoying a nice glass (or3 ) of champagne. Not too shabby! Additionally you are provided a $125 voucher to use towards any excursion and a 2 night complimentary voucher for your next vacation (fine print obviously included but not unreasonable).
Overall we were immensely impressed with the massively aggressive preventative maintenance program, attentive service, quality food, immaculate grounds with beautifully manicured landscaping, the endless nooks fabricated for romance, premium drinks , posh spa and oh lord that beach! We WILL be visiting Secrets Maroma again!
- Official Description (provided by the hotel):
- Secrets Maroma Beach Riviera Cancun is tucked away on secluded Maroma Beach, voted the World's Best Beach by the Travel Channel four years in a row. This unlimited-luxury heaven provides opulence to the most discerning traveler with a pure white sand beach, stunning ocean views stretching as far as the eye can see, elegant suites providing 24-hour room service, daily refreshed mini-bars and several of them with swim-out access to twelve smaller pools plus a shimmering infinity pool, gourmet dining options and chic lounges. ... more less
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- Also Known As:
- Secrets Maroma Beach Riviera Cancun Hotel Playa Del Carmen