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“Romance & relaxation w/ a sensual twist!” 5 of 5 stars
Review of Secrets Maroma Beach Riviera Cancun

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Secrets Maroma Beach Riviera Cancun
4.5 of 5 Resort (All-Inclusive)   |   Carretera Federal Cancun - Puerto Juarez | Km 306.5 S/N Punta Maroma, Playa Maroma, Playa del Carmen CP 77710, Mexico   |  
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Ranked #1 of 5 Hotels in Playa Maroma
Saint Louis, Missouri
1 review
15 helpful votes 15 helpful votes
“Romance & relaxation w/ a sensual twist!”
5 of 5 stars Reviewed January 2, 2014

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!

  • Stayed December 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 15
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
E-Concierge S, Public Relations Manager at Secrets Maroma Beach Riviera Cancun, responded to this review, January 7, 2014
Dear guest,

I remeber being in contact with you prior to your arrival and I must say you were a truly delight! I want to thank you for taking the time to write this wonderful revie, I will be thankking Andres for his service to you.

There was one point that I would live to clear up for future visits:

1) You mentioned is is imposible to wash the thow pillows after each guest. Well, let me tell you we do, the musty smell you've experienced could have been a number of reasons, humidity, storage etc. You can be sure once a guest leaves at our resort, everything gets changed and you can even see that happening in the resort.

I will encourage you try the Oceana next time you visit and look forward meeting you in person! Thank you for being such a great fan!

Sincerely,

Romina Pizzuti
Social Media
Secrets Maroma Beach
info.semrc@secretsresorts.com
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7,264 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    5 of 5 stars
  • Service
    5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (2,054)
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English first
ottawa, canada
Senior Contributor
45 reviews 45 reviews
11 hotel reviews
Reviews in 17 cities Reviews in 17 cities
39 helpful votes 39 helpful votes
5 of 5 stars Reviewed January 2, 2014

Private car service at airport, easy check-in, upgraded to penthouse suite, good food, great bars, beautiful beach, friendly staff - what more can you say. I'd suggest telling them at check-in you're not interested in the time share sales pitch and they will leave you alone. Great coffee bar for ealry morning specialty coffees. Premium booze.

  • Stayed December 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
E-Concierge S, Public Relations Manager at Secrets Maroma Beach Riviera Cancun, responded to this review, January 7, 2014
Dear guest,

Thank you so much for writing this wonderful review! It was beautiful and right to the point. Please keep my contact information for the future when you wish to return to our resort.

Sincerely,

Romina Pizzuti
Social Media
Secrets Maroma Beach
info.semrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Calgary, Canada
Reviewer
5 reviews 5 reviews
Reviews in 5 cities Reviews in 5 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed January 2, 2014

When I was there, they were receiving the AAA five diamonds award (just 5 all inclusive hotels have this recognition as I heard) what else can I say?

Suggestion: Fresh juices available during all day, not just for breakfast.

  • Stayed December 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
E-Concierge S, Public Relations Manager at Secrets Maroma Beach Riviera Cancun, responded to this review, January 7, 2014
Dear guest,

Thank you so much for taking the time to write this wonderful review about our resort! We appreciate your comments and look forward having the opportunity to serve you again soon.

Sincerely,

Romina Pizzuti
Social Media
Secrets Maroma Beach
info.semrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Paris, France
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed January 2, 2014

Everything about this hotel is wonderful! All the people are so friendly and happy to help you with anything that you might need. This is really much more than I expected and much better than any of the other hotels that are all inclusive that I have stayed in in Mexico. There is not a moment when you feel like the employees dislike their jobs. The food is amazing in all the restaurants as well as the buffet. The entertainment team is wonderful as well, especially Jordan - he is hilarious and makes you want to participate in the activities. Overall a wonderful time and I would definitely return to this hotel.

Room Tip: all the rooms are great, we were on the top floor of one of the buildings - in about three from the...
See more room tips
  • Stayed December 2013, traveled with friends
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
E-Concierge S, Public Relations Manager at Secrets Maroma Beach Riviera Cancun, responded to this review, January 7, 2014
Dear guest,

Thank you so much for writing this wonderful review and giving us a five star rating, my favorite part was when you mentioned we exceeded your expectations and when you said you will be coming back! I would love to be able to arrange your return to Secrets Maroma Beach!

Sincerely,

Romina Pizzuti
Social Media
Secrets Maroma Beach
info.semrc@secretsresorts.com
Report response as inappropriate
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Petersfield
Contributor
15 reviews 15 reviews
4 hotel reviews
Reviews in 8 cities Reviews in 8 cities
31 helpful votes 31 helpful votes
5 of 5 stars Reviewed January 2, 2014

Having stayed at a number of "all inclusive" resorts, there always seems to be a catch or some complicated scheme if you want to stray away from the buffet option. No such thing at Secrets, we tried out all of the restaurants with no hassle or additional cost. Staff were super friendly and food was great. Breakfast buffet was enormous and endless choice, while maintaining an excellent standard.
Room was very comfortable and clean, excellent service could not ask for more.
Weather was Dreadful in November but Secrets made up for that...

  • Stayed November 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
E-Concierge S, Public Relations Manager at Secrets Maroma Beach Riviera Cancun, responded to this review, January 7, 2014
Dear guest,

We are very happy we have changed you perpective about the All Inclusive experience! We appreciate your comments, tips and the fact that you've recommended our resort to other travelers.

We look forward seeing you again in the near future!

Sincerely,

Romina Pizzuti
Social Media
Secrets Maroma Beach
info.semrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Los Angeles, California
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed January 2, 2014

We just returned from a week stay at Secrets Maroma. My husband and I travel to Riviera Maya for a yearly pilgrimage and we've stayed at many of the AM Resorts chain including Secrets Silversands, Secrets Capri, Now Jade Riviera & Sapphire. This year we travelled with another couple and decided to stay at Secrets Maroma. We have heard so many glorious reviews about this resort and we were very excited to finally experience it. Here's my pros and cons.
I will start with the cons:

1. Check-in process was annoying as we got the wrong rooms. We had to spend 1 night in a room w/o ocean views then they moved us to the proper room the next day.

2. The overall decor of the resort is not great. It doesn't affect many travelers but I am an interior designer and my surroundings definitely affect me. I wanted to be wowed by a 5 diamond resort but this did not deliver. The preferred lounge was old and dated, the restaurants were really tiny and were not designed at all, the rooms and everywhere design-wise really lacked luster. The only impressive area was the spa.

3. The restaurants being very small could only accommodate a few people at a time thereby requiring over 1 hour wait for a table. it was this way every single night in every single restaurant except the buffet place.

4. There are 6 restaurants in the resort not including the buffet and cafe. The food was good at Protofino (Italian) but otherwise OK in the rest. I was not impressed with the food or the presentation.

Pros:

1. The service is excellent.

2. The beach cabanas made our vacation truly memorable. For $40 per day it is worth every penny. The palafito concierge, Alejandro Escobedo was such a gem!!! He truly made every day special. He went above and beyond our needs and always with a warm embrace. The entire staff at the beach cabana bar were amazing especially Marco, Usbaldo, Ana & Anali. Ruben the bartender was the best bartender in the entire resort. Marco and Usbaldo took such great care of us. Drinks were always there without asking, lunch menu delivered before lunch time without our asking, being in our cabanas and staring at the beautiful ocean was so relaxing and peaceful.

3. The best beach in Mayan Riviera hands down. The sand is so fine. Not a single rock or debris to be found anywhere!!!

4. The SPA at Pevonia is such a tranquil oasis. The massages and all the treatments were worth every penny!

5. Not to be missed of course are everyone from the entertainment crew. We enjoyed every show and dancing the night away at Desires night club with Jordan, Asmara & Paulina. They are a lively bunch with an amazing energy that is infectious.

6. This resort has a lot of games available at all times. There's a mini golf, paddle tennis, billiard, darts, Bocci, horse shoes not including the water sports. There is always something fun to do.

This resort is definitely worth a try. The service is excellent and the staff are incredible. I would not rate this a 5 diamond resort though. It needs to be updated, they need to make their restaurants bigger and nicer and the food should be presented well. The preferred lounge can really use a remodel and so can the rest of the resort.

Room Tip: Higher rooms give you the best views of the ocean. Swim out rooms are nice also.
See more room tips
  • Stayed December 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
E-Concierge S, Public Relations Manager at Secrets Maroma Beach Riviera Cancun, responded to this review, January 7, 2014
Dear guest,

Thank you very much for giving us a five star rating. I am very sorry you did not like our decoration, being a designer I'm sure it will take a lot to impress you. I am happy you enjoyed the service, that is our number one priority in our resort. We believe you can be on the prettiest buildings in the world, if the people do not make you feel good, it does not matter how beutiful the place is. I would like to thank you again for this wonderful review.

Regards,

Romina Pizzuti
Social Media
Secrets Maroma Beach
info.semrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Charlotte
1 review
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed January 1, 2014

Everything about this place is fabulous! The accommodations, the food, the setting, the beach, the amenities- just more than we expected. Best of all is the staff. From the guy who trims the trees to your personal concerige, they are all so friendly and accommodating - not just some of the time, but every time. A very special place that will always have special memories for the entire family.

  • Stayed December 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
E-Concierge S, Public Relations Manager at Secrets Maroma Beach Riviera Cancun, responded to this review, January 7, 2014
Dear guest,

It always makes me happy to see we've exceeded guests expectations! I want to thank you for the review and look forward seeing you back home soon!

Sincerely,

Romina Pizzuti
Social Media
Secrets Maroma Beach
info.semrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Secrets Maroma Beach Riviera Cancun

Address: Carretera Federal Cancun - Puerto Juarez | Km 306.5 S/N Punta Maroma, Playa Maroma, Playa del Carmen CP 77710, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen > Playa Maroma
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Top resorts Hotel in Playa Maroma
#1 Spa Hotel in Playa Maroma
#1 Romantic Hotel in Playa Maroma
#1 Luxury Hotel in Playa Maroma
#1 On the Beach Hotel in Playa Maroma
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Secrets Maroma Beach Riviera Cancun 4.5*
Number of rooms: 412
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

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