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“Heaven On Earth” 5 of 5 stars
Review of Secrets Maroma Beach Riviera Cancun

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Secrets Maroma Beach Riviera Cancun
5.0 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 #2 of 5 Hotels in Playa Maroma
GreenLeadersSilver level
Keller, Texas
2 reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
“Heaven On Earth”
5 of 5 stars Reviewed July 17, 2014

We just returned from Secrets Maroma Beach. There are really no words to describe the experience. The location itself is breathless. Add to that the resort and the outstanding staff that caters to your every need and you have a trip of a lifetime. That's what we had at Secrets MaromaBeach. We will be planning our return trip.

Stayed July 2014
Was this review helpful? Yes 5
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, July 19, 2014
Dear guest,

Thank you so much for the lovely words! Our favorite part of your review? When you mentioned you will be coming back!

Please send us an email when you are ready to return.

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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7,817 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 (2,262)
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English first
1 review
13 helpful votes 13 helpful votes
5 of 5 stars Reviewed July 16, 2014

My husband and I have been travelling to this area for over 20 years, and this is by far the BEST resort we have experienced. All inclusives can be tricky, with limitations on what liquor is available, dining, etc. Secrets had several beer choices (even Bud Light, if that's your thing) and top shelf liquor. The food was good but I wouldn't put it in the "fine dining" category - it is still Mexico so you need to be realistic - it is not going to compare to a nice restaurant in a major U.S. city. Our favorite was the breakfast buffet - anything you could imagine for breakfast, fresh fruit, omelette bar, mimosas, etc. And you are in and out in no time so you can get on with your day. We sprung for the beach-front suite and it was worth every penny. Beautiful views of the beach, quiet, and the rooms were so clean and nice you almost didn't want to leave. Not to mention the concierge made sure our mini-fridge was stocked every day with what we like to drink (Corona, waters, OJ). The main attraction is the beach - it was simply the most beautiful beach we've seen in Mexico. Even over a holiday weekend, we were always able to find loungers and a palapa available (same with by the pool). We saw lots of beautiful birds, iguanas and "coatimundis". The service was impeccable and everyone was extremely friendly and accommodating. We will definitely return to this paradise!

Room Tip: The "preferred club" buildings are best situated in the resort if you like being close to...
See more room tips
  • Stayed July 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Rooms
    • 5 of 5 stars Service
Was this review helpful? Yes 13
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, July 19, 2014
Dear guest,

Thank you so much for the wonderful review and five star rating! We are very happy you ebjoyed the beach and can't wait to have you back!

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.
Oak Park, Illinois
1 review
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed July 16, 2014

It's hard to know where to start! My husband and I returned a week ago from Secrets Maroma and we already want to go back. The resort is absolutely BEAUTIFUL and it truly is a couples paradise!

From the moment we arrived, we were treated like a king and queen. We had signed up for the Preferred Club (highly recommended), so we were taken straight there for check in. Upon arrival, we were welcomed with a glass of champagne and a smile. We had signed up for the honeymoon package that is included if you are a preferred club member. We were able to make reservations for our couples massage, champagne breakfast and romantic dinner on the beach. I definitely recommend making these as soon as you get there as around peak honeymoon time, they can fill up and times may be limited! Overall, it was an easy check in process and we got any questions that we had answered right away!

PREFERRED CLUB:
Although this is an additional charge, it is definitely worth it! We made it a daily tradition to go to the preferred club around 5:00 pm. We had to use our key to enter, so it felt very exclusive! They had a variety of delicious snacks/appetizers/desserts. yum! We also got to know Julio, the bartender, at the preferred club and he made some of the best drinks :) We also got to know Yessica, who helped us make our hibachi reservation. (again, make this in advance!)

*One thing that would have been nice: an outdoor patio for the preferred club. It was nice to come there to cool off, but a covered outdoor patio would be a nice touch!

PREFERRED CLUB OCEAN FRONT SUITE/SWIMOUT:
Our suite was INCREDIBLE! From the moment that our personal concierge, Mar, gave us the tour, we were in heaven. The decor was perfect and everything looked exactly like the pictures online. We were in building 17 and we were on the first floor with a swim out. HIGHLY RECOMMENDED!
A highlight:
The Secrets Box was one of the most unique concepts. If we decided to order room service, they would put it in our Secrets Box and we wouldn't even have to open the door! A lot of times, we would order room service for breakfast and then eat it outside on our patio that overlooked the pool and the beach. It was the best way to start the day.

PERSONAL CONCIERGE:
Our personal concierge Mar was phenomenal!! She was warm and inviting from the moment we met her. She would greet us every morning and would always ask us how everything was going. (Her office was right across from our room!) We were so sad to say goodbye to her. What a wonderful person!

RESTAURANTS:
Where to start? Every single restaurant we went to was delicious! The french restaurant was memorable! We both had the lobster thermador and it was wonderful. We ordered from Ipads at Porofino, the italian restaurant. We ended up having our own private hibachi show since no one else showed up for our reservation time!!! We did our honeymoon romantic dinner on the beach for our last night and it was the perfect way to cap off our trip. A delicious meal, a beautiful setting and wonderful service.
When waiting to get into some of the restaurants for dinner, we had a few drinks in the lobby bar. There we met Elvin and Carmela. They always made sure we had a drink in our hand and gave us recommendations on new drinks to try! They were always delicious. Before we knew it, it was time for dinner! (A nice tip: try to show up at 7:00 if you don't want to wait!)

ENTERTAINMENT:
There was always something to do!!! We loved reading the Sundial (list of daily activities) each night before going to sleep. The first full day we were there, we did the sushi making class and my husband made his own sushi roll for everyone to try! There, we met Diana from entertainment team. She was SO nice and from then on she always made an effort to find us and encourage us to participate in activities. We love Diana!!! The shows at night were extremely impressive and we were sure to try and schedule our dinner times so that we could still make it on time to the shows. The fire show on the 4th of july was out of this world. Super impressive! To top it all off, there was a foam party on the beach with the live rock band. Coolest dance party we have ever been to! Entertainment = TOP NOTCH

I could go on and on about this amazing resort! But, overall, it felt like a dream and we will definitely return for an anniversary in the future :)

Room Tip: preferred club ocean front swim out!
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  • Stayed July 2014, traveled as a couple
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Service
Was this review helpful? Yes 10
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, July 19, 2014
Dear guest,

You review will be very helpful to other guests! Thank you so much for taking the time to write it and we are happy you took advantage of the Preferred Club.

We hope to see you back here real 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.
London, United Kingdom
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
12 helpful votes 12 helpful votes
4 of 5 stars Reviewed July 16, 2014

I just got back from a two week holiday here with my wife. Its our 2nd time in Mexico but our first time at secrets. I stayed at Sun Palace in Cancun last time so cant help comparing since the hotel was better in some ways and not as good in others. I'm trying not to repeat what the other reviews say I'm going to list the pros and cons.
Pros:
Hotel grounds and room all good, and high quality
Entertainment staff are great
Beach is lively and has a good water sports section.
Staff were polite at all times
Cons:
hotel has a really nice lounge area and bar but its too hot so not many people stay there for a drink.
My room aircon ran continually but just about kept the room at a cool temperature, not sure if the other rooms were the same.
The restaurants caused me the most frustration. You have to go to the restaurant get told there are no spaces pick up a buzzer and wait, sometimes 10 mins or in some cases over an hour. The food quality and service was patchy, you go into the restaurant after waiting and notice not all the tables are full so assume the hold up is in the kitchen. In some there didn't seem to be enough waiters so service sometimes was slow. You could get two courses that are great only to be let down by a poorly prepared desert or any other combination. For example i had a nice meal in the Mexican restaurant but was served a desert that had what i think should have been a mouse but was just a cup of runny liquid, the waiter got me a different desert that was great. When we went back to the restaurant a week later and my wife ordered the same main that i had the week before it was presented differently and tasted too salty and the desert i enjoyed last time was disgusting.
The hotel tries really hard to make your stay good and like i said before the staff are all very polite. Its a shame they cant keep the standards consistent when it comes to the restaurants.
Would I go back? probably not, this is an expensive hotel and i expected higher standards for the money, having said that I still a good hotel but it could be great.

  • Stayed July 2014, traveled as a couple
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Service
Was this review helpful? Yes 4
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, July 19, 2014
Dear guest,

Thank you so much for sharing your comments, as we are always looking for ways to improve our service and quality.

We would love to have the opportunity to speak with you and see if we can get you back.

Please contact me direclty if you think abour returning.

Sincerely,

Romina Pizzuti
Social Media
info.semrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cork
Top Contributor
144 reviews 144 reviews
41 hotel reviews
Reviews in 49 cities Reviews in 49 cities
83 helpful votes 83 helpful votes
5 of 5 stars Reviewed July 16, 2014

Stayed here for 7 nights in honeymoon, it was everything we imagined and more.

First impressions:
There is a long drive up to the resort from the road, this is not overly impressive but it dosen't matter, you will only see drive way twice during your stay and it's much more important that the resort is impressive,which it is.
The hotel lobby has a nice water feature and as per typically in more upmarket hotels, the staff are at small individual desks rather than a reception desk,
First impressions of the staff were good. Although I wouldn't be the biggest fan of "welcome home"( tourists pay lots of time and effort to be not at home :) )
Also we briefly met a member of staff, which felt a bit too much like a sales talk, he invited us to breakfast the next morning so we could enter a competition(aka time share presentation), we gave that a skip.

Location:
The resort is located approximately 20 minutes from play del carmen($20 by taxi). It is a large resort with a cafe, several bars and restaurants. It also has football and tennis courts, as well
as a spa and gym.
The beach is beautiful and only a short walk from any part of the resort.

Facilities/entertainment:
There is plenty to keep you entertained. During the day you can learn Spanish, participate in cooking lessons, or have a game of volley ball.
The entertainment officers sometimes look for volunteers for volleyball or football but are respectful for those who want to relax and not be disturbed.
At night there is typically a movie in the theatre or live entertainment ranging from Mayan warrior dancing to a Beatles cover band.
The party people tend to hang out near the pool while others tended to hangout at the beach.

Personally I liked taking out the kayaks(you can go alone or with a group), we paid to go snorkelling in a nearby reef.
We also booked a through with alltournative through the amstar agent to Tulum and jungle maya, we had a great time.
It's worth noting that that in my opinion that both the aqua world tours and amstar tours are excessively priced, but all tours in the area seem to be priced in a similar manner.
As a side note I believe that the price of yours in the area reduce overall tourism in the area.



Food and drinks:
Food is just wonderful across the resort. The Italian,French and Japanese, seaside grill restaurants are the most popular, and we thought these were the best for dinner. Ensure you reserve a table at the Japanese so you can be served directly by the sushi chefs.
Although we enjoyed all the other restaurants too.

The only one I wouldn't recommend
Is the Mexican restaurant, particularly as I found the Mexican food in the world cafe and other restaurants to be better.
Breakfast in the world cafe is amazing, with so much choice.
I thought for a sit-down lunch the seaside grill restaurant was best, although the barefoot grill and world cafe are also good options.
Whether you are in a bar or a restaurant there is a Great range of drinks(exception beer - only corona on draft), I alternated between beers, cocktails, shots and wine depending on the location and/or food.

Some of the restaurants will have wine lists, but we found the wine covered under the inclusive package was fine.

Service and staff:
I thought the staff were excellent, our overall experience with the hotel was excellent and this meant all staff have to work together.
I think the staff in the restaurants deserve special praise for their professionalism.

Room:
We stayed in block 15(1520), we had a Junior suite (tropical view), we didn't go for a swim out suite but it looked like a nice feature.
The view from the room overlooks the resort, which was fine as we didn't expect an ocean view from our junior suite. Our room was incredibly spacious and a real luxurious room.



General:

The hotel has many nice features. For example if you order room
Service but do not want to be disturbed. The staff will leave your food in the Secret box and you simply just open the box from Inside your room and get your food. This can also be used to leave laundry etc.
Also each block of suites had a concierge available between 9 to 5.

Finally:
In the past we have always been independent travelled and have travelled a lot of the world together. So an inclusive resort was a different experience for us but one that we enjoyed thoroughly.

Up until my stay here I always considered my best hotel stay ever was an Oberio hotel in India, my new benchmark is the secrets maroma.
----

Some gentle Feedback to hotel:
1. Snacks: it would be nice if there was small snacks/nibbles in the rooms.
2. Inclusive of all guests: We went to this area knowing that there is a high proportion of guests are from the US.
I had no problem with that but the hotel should remember guests travel from outside the US(not a criticism of America tourists).
For example, We attended a stand up in desires , an American stand up who put no effort to engage with the non-American audience, American material, chose American guests from the audience etc.
3. "Sales staff": The coupons Are explained to guests on arrival.
Everytime we went anywhere near the lobby, a member of staff tried to sell it too us again, this is annoying for guests. Also drop the morning timeshare presentations.
4. Group bookings: many of the guests are couples celebrating their honey moon and anniversary. The hotel takes large group booking and this can affect others. For example in 1 restaurant there was a group of 17 and this affects others dining experience.


Stayed July 2014
Was this review helpful? Yes 8
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, July 21, 2014
Dear guest,

Thank you so much for the review and for sharing some tips for the resort, we are always trying to improve our service so the comments always help us be better.

Please notify us when you are ready to come back!

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.
Saint Louis
Senior Contributor
29 reviews 29 reviews
9 hotel reviews
Reviews in 17 cities Reviews in 17 cities
43 helpful votes 43 helpful votes
4 of 5 stars Reviewed July 16, 2014

Generally, we enjoyed our stay and would recommend it to others. I'll divide my reviews into two parts 1) points/tips where I strongly agree with other reviewers and 2) tips which I wish I knew.

Points where I agree with others
-beach is gorgeous
-service is superb on the whole
-insect repellant is a must if you plan to eat out on the patios
-preferred upgrade is not worth the additional cost
-long pants and closed toe shoes dress code for men in the restaurants are enforced and can be annoying
-entertainment staff deserve the praise and appreciation
-pictures of the beach and pool chair placement online are inaccurate. The reality is that there are two rows of huts each holding four chairs on the beach. In the pool, the chairs are much crowded together. I still felt very comfortable and love the beach and pool, but I dislike falseness in advertising.
-small problems in service, but nothing significant

Important tips: I know that hotels have to make money, but guests should be prepared.
-the exchange rate that Secrets offers is extremely unfavorable (10.2 pesos to an American dollar and 16.3 pesos to a British pound )
-the fee to withdraw money from the ATM in the hotel lobby (which only dispenses American dollars) is $17.98 USD
-if you bring large American bills, the front desk can break them into fives and ones for you
-the beach beds ($50 USD a day) are very close together and lined up in two rows. Ask before you book one if yours will be in the first or second row.
-if you order room service, check your secret box afterwards to make sure that housekeeping picked up the dirty plates (we found our dirty dishes two days later in our box complete with bugs)
-if you have the slightest inclination to sing, sign up and compete in the Secrets Idol competition. In the night that we attended, there were only three contestants singing for three prizes : a photographer and 20 photos, a 50 minute massage, and a three night complimentary stay. For three free nights, I would have signed up myself.
-if you need something and your concierge cannot help you, ask another concierge person (we needed an iPad cord after ours died, but our building concierge could not help me. The ones in the preferred building remembered that they have lots of them for their iPads)
-the docking station in the rooms have the iPhone 4 type connection and an auxiliary cord for other music players
-the night club Desires plays Billboards top 100 songs from 10-18 months ago and updated classics such as Michael Jackson, Earth, Wind, and Fire. Awesome music. They have a South Beach vibe without the dress code.
-Rancho Baaxal is literally next door and well worth a visit to ride horses
-the wifi is spotty
-there are roughly eight English channels (but there is a Spanish playboy channel).
-kayak tours depend on the weather so if there is a green flag, go kayaking. You may not get another chance.
-ocean view is not ocean front and even ocean front is not unobstructed ocean front. We had an ocean front honeymoon suite, but our view was partially blocked by trees and huts. When we contrasted this with the high rise hotels in Cancun, we could have settled for a cheaper partial ocean view.
-the lovely double hammock in the shallow lake will dip low and get you wet.
-there is a nice cream dispenser in the bar close to the pool, but you should get this yourself as it melts too fast to ask a waitress to deliver to you

  • Stayed July 2014
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 19
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, July 19, 2014
Dear guest,

Thank you for the review and tips for other travelers and we must say certain things are not as listed, as we always recommend people to contact the resort to get clarification. I hope you decide to come back in the near future and allow me to answer or look up your reservation and assist you.

Sincerely,

Romina Pizzuti
Social Media
info.semrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Gahanna, Ohio
1 review
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed July 15, 2014

This resort was great from start to finish. The service was superior, the rooms were awesome, the food was above average, the bartenders were awesome, and the event staff made it fun 24/7. We would recommend it to anyone and go back any time!

  • Stayed July 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Service
Was this review helpful? Yes 4
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, July 16, 2014
Dear guest,

Thank you so much for recommending our resort to other travelers! We look forward having you
back very 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 Suites Swimming Pool Wheelchair access
Hotel Style:
#2 On the Beach Hotel in Playa Maroma
#2 Romantic Hotel in Playa Maroma
#2 Top resorts Hotel in Playa Maroma
#2 Luxury Hotel in Playa Maroma
#3 Green Hotel in Playa Maroma
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Secrets Maroma Beach Riviera Cancun 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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