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“Health and safety concerns for guests!!!” 3 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
Woodbury, Connecticut
1 review
1 helpful vote 1 helpful vote
“Health and safety concerns for guests!!!”
3 of 5 stars Reviewed April 22, 2010

Although the food; service and location are extraordinary; we are extremely dissatisfied with the manner that the resort management responded to several prolonged power failures. The guests' health and safety were not taken into consideration. From 4/17 at 1pm thru 4/18 at 1am our building and room lost power. The AC; smoke detectors; and lighting were not working; as well as the elevators and lights in the common areas. Management failed to inform us re: the loss of power or the time frame that it would be back on. We were allowed to enter our rooms in total darkness without flashlights; etc. The common hallways were lit by votive candles( another safety issue) An alternate room that had electricity restored was not offered to the guests and there was no update as to the restoration of power to the guests.

  • Stayed April 2010, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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.
RafaelCordova, Rooms Division Manager at Secrets Maroma Beach Riviera Cancun, responded to this review, April 25, 2010
We have full power back-up for the full hotel- unfortunately, with the strong rains in the past week, our electrical installation was overwhelmed with the rising waters. This also affected our full back-up system towards guest rooms during the mid-to- late- afternoon hours… Our team worked hard on this situation non-stop, until obtaining the solution and re-instating electricity to our buildings… We had our Concierge team and security team in every building, calling and checking with guests to help them with any needs under the circumstances. Our restaurants, theatre, and Main Building were not affected, so we were able to give full service at dinner and entertainment for the evening…
We apologize for any inconveniences had during this time… electricity was re-instated by 7:30pm for most rooms, and at 9.30pm for others… If I can help with any issues, I am happy to do so…!

Rafael Cordova
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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7,256 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 (2,052)
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English first
Montreal, Canada
Contributor
13 reviews 13 reviews
11 hotel reviews
Reviews in 10 cities Reviews in 10 cities
6 helpful votes 6 helpful votes
3 of 5 stars Reviewed April 22, 2010

Spent a week at Secrets Maroma from april 10 to 17th... too expensive for what you get... paid for Preferred Club... rip off... all you get is a better location... you still have to run for the chairs around the pool as there are no reserve area for preferred club... the pool area is very nice, and the beach is really beautiful. A big plus: the chefs coming around the pool with finger foods... that was amazing. The service as well around the pool, thanks to Flor, is also amazing. Paulo, concierge around the pool, will get you whatever you need... with a little tip... of course... My main disappointment was the restaurants... the food was below average.. way below... except for the Italian... not bad if you stick to pasta or fish... the japaneese is good but we were kicked out of there within 1hr10 min from the start for another group... the mexican was awful... the buffet for breakfast was very good with lots of good fruits... The room was very nice and very clean... the patio is nice but the sofa on it is not comfortable if you want to sit there and read a book... All this to say that this hotel at over $3000 a head is way way too expensive..

  • Stayed April 2010, traveled as a couple
    • 3 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wisconsin Rapids, WI
2 reviews
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed April 22, 2010

We loved Secrets Maroma! Our room was beautiful and the beach & service was second to none. Carlos, our concierge was great. After a couple days of our stay, we received a letter inviting us to spend the last two nights of our trip at their sister resort, Secrets Silversands. In return, we would receive a complimentary 5 night stay back at Secrets Maroma with our same preferred club, ocean view accommodations to be used within a year. As much as we didn't want to leave Maroma, we couldn't turn down the opportunity to be able to return again at no cost. Plus, we were curious if Silverlands could compare. In our opinion, there was no comparison. The rooms were not as nice, the beach was unswimmable and the service didn't seem as genuine. I caught one of the waiters roll his eyes after he walked away from a table in one of the restaurants. We felt the entertainment crew was too in-your-face. We also noticed the little things, like the glasses our drinks were served in were plain plastic with no garnish...even at lounge bars. At Secrets Maroma, even the plastic glasses they served by the pool were very cool and we always had some fancy fruit garnish on every glass.

In summary, we can't wait to return to Secrets Maroma. It truly is paradise and it will be hard for other resorts to top it.

  • Stayed April 2010, 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.
Denver, Colorado
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed April 21, 2010

Secrets Maroma is by far the best all-inclusive we have stayed at. After arriving with the Red Eye, we were upgraded to a preferred room, without preferred privileges, but much better room in Bld. 25. Originally they had us in Bld 22, which has an awesome ocean view, but much further away from Beach + pools. The rooms are very spacious, very comfortable bed, slippers, robes, plenty closet space, safe would have been big enough for my 17" laptop, but I had it out on desk for the whole week with no problems, no privacy issues, there is a door for the toilet. (If you are worried.) Mini-fridge with water, bubble water, beer, OJ and pop/soda. We did receive 3 mini bottles and M+Ms the first day. WiFi worked great and I was able to skype my kids every day. 24 hour Room Service was great, we ordered breakfast three times and if you put your privacy light on, they will put in the privacy box and make you open the door.
Beach is incredible and you can even order lunch from your beach chair. We used the kayaks and my husband even fished from shore (we brought fishing poles).
Bars: Since we like to be up late at the sports bar (Sugar Reef), Bld 25 was very close. This is the bar you want hang out if you like to meet people and drink. If you call room service after 11PM, they will even deliver beer to the bar. If you tip well, the bar tender (Edwardo was the best) will leave you rum in a glass, coke in a glass and ice. The entertainment staff is the best ever, they come by the bar throughout the day, play ping-pong, pool with you. The have tournaments - ping-pong, texas hold'em ...
Entertainment staff plays water volleyball, bingo, blackjack, yoga, football, soccer........ with guests. They have Spanish lessons, cooking lessons, tequila tasting, the shows at night are ok, the best one is the American idol, beach party and beach rock group with dancing. And much more.
The food was great, do not expect Mexican food, the best restaurant was the Japanese, definitely reserve the chef's table. Be prepared to spend 1-2 hours for every dinner, bread, appetisers, soup, main dish and dessert.
Spa was wonderful, had a 80 minute deep-tissue massage.
I would recommend this All-Inclusive to everyone. Age group from mid 20's all the way to 60's, mostly 40's.
Marcell, Alex, Katia, Paola - best entertainment staff.

  • Stayed March 2010, 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 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
South Jersey
Contributor
13 reviews 13 reviews
13 hotel reviews
Reviews in 10 cities Reviews in 10 cities
46 helpful votes 46 helpful votes
5 of 5 stars Reviewed April 20, 2010

We had three rooms booked at the RPDC for the week of April 13 through 19. Last month, we learned we had been bumped. What a lucky turn of events for us! Out travel agent bent over backwards and got us preferred rooms at SMB. Upon arrival, the hotel upgraded us to two honeymoon suites and a fourth floor preferred room. From the first minute, our concierge, Sebastian Rodriguez, attended to our every need. He got us: the private six seat table at Himitsu, special drinks for our mini-bar, had our leaking patio door fixed within an hour (what a monsoon!!!!!), got us special room service when our daughter in law was suffering from too much sun, gave us tips on where to dine and what to order, immediately had our in-room WiFi fixed when it went out, etc., etc. We have come to expect outstanding service in Mexico, but Sebastian was above and beyond outstanding. He was spectacular. We also want to thank Ivan Santos, Head Concierge, for his outstanding service.
When the sun finally came out, we had a wonderful time and will definitely consider a return trip. We loved the service on the beach and at the pool. The hors d'oeuvres were fantastic. We met with our party at the preferred lounge each night and loved the fact that it was very private and friendly. I have a recommendation: eat your lunch at the Barefoot Grill. The food there is great (hamburgers to die for, jalapeno and cream cheese poppers, foot long hot dogs, nachos and cheese, guacamole and salsa) and you never have to leave the pool area.
All in all, we had a great stay and would highly recommend SMB to our friends and family.

  • Stayed April 2010, traveled with family
    • 4 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hampshire
1 review
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed April 20, 2010

We have recently returned from a truly marvellous holiday at Secrets Maroma and during our holiday we believe we have discovered the secret of Secret Maroma;
It could be the tremendous beach location, the beautiful gardens and landscaping or the great accommodation, maybe it is the varied and delicious food offered in the themed restaurants or the never ending entertainments????? Whilst all of these are excellent to the highest standard it is none of them, the true secret of Secrets Maroma is the wonderful staff. Well trained (congratulations to the training team), professional and totally committed to ensuring that all of your guests have a holiday to remember. There were so many simple acts of sheer delight to us but we must mention one that summed up our holiday: We were returning from a busy day touring Playa Del Carmen and Cozumel, as we got out of taxi the security man welcomed us with these simple words “welcome home” and yes it felt as if we had come home.
Through this review we wish to pass on our most sincere thanks for a holiday we consider to be one of our best ever our only regret is that we had to eventually return home

  • Stayed March 2010, traveled as a couple
    • 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 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed April 19, 2010 via mobile

Best experience ever!

  • Stayed March 2010
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 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.
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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 Spa Hotel in Playa Maroma
#1 Romantic Hotel in Playa Maroma
#1 On the Beach Hotel in Playa Maroma
#1 Luxury Hotel in Playa Maroma
#1 Top resorts 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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