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“Amazing Hotel, and amazing service”

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Secrets Silversands Riviera Cancun
Ranked #3 of 26 Hotels in Puerto Morelos
Certificate of Excellence
GreenLeadersGold level
Port Coquitlam, British Columbia, Canada
Level Contributor
64 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
“Amazing Hotel, and amazing service”
5 of 5 bubbles Reviewed April 23, 2012

We just got back from our 7 day stay at the Secrets Silversands Riviera Cancun. I can't say enough good things about this place.

let me skip past all the hotel stuff right to the beach cause that seems to be the main concern for most people. First of all..IT IS A LIVING REEF BE PREPARED! What that means is, if you are looking for a beach where you can swim out into the ocean..don't come here. This is the second largest LIVING reef in the world, and you should NOT be walking on it. Every time you do..you kill it. That being said..there are 6 pools..so swimming is never an issue.
We knew before we went this is a reef. There would not be much swimming in the ocean..We were all fine (6 of us) with that. The second you stand in the water there are school of fish that swim around you, and live coral to look at. There is a ton of wild life to look at from the fish, to the birds fishing..it was amazing. I have stayed at resorts before with not a single fish, or coral, or anything..and to me they are boring. There was also a lot of shells, so for those people who love to bring them home with them...there are a lot of them to find. And every morning there is a guy who cleans up all the seaweed and if you ask him..he usually had pockets full of shells he finds each day. He is more than happy to hand them over to you.

The service in the hotel was great. the food was great. I saw another comment on here about taking your photo with a Donkey named Poncho..and they do tell you right up front that it's $10 to have your picture taken with her..but you do not have to have it taken NOR do you have to pay for it if you don't want to keep the picture after they take it. There is no wifi in the room unless you pay for it, however you are allowed 15mins per day free at the several computer in the front lobby area.

Overall our only complaint was the air con when we first got down there (more so a complaint from my boyfriend as he is always hotter than I, and he was sun burnt). Normally you can control the temp in your room, but when we first got there no matter what we did we could not cool the room down any lower than what they had it set at. The second night we called the front desk and they send someone to come fix the air con. He pulled out a bunch of wires and then it seemed like slowly over the next few days it got cooler.

Over all I would recommend this hotel to anyone looking for a fun atmosphere, great service, and a relaxing time. Even though it's close to Cancun the cab ride is pretty pricey, so if you plan on doing any city shopping, pay the $15 and take the 1/2 day shopping tour which will drop you off at 4 places.

Room Tip: we had a partial ocean/pool view on the second floor. We never heard any noise at all, and it was a...
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  • Stayed April 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Niki P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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Forney, Texas
Level Contributor
9 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 61 helpful votes
4 of 5 bubbles Reviewed April 23, 2012

We stayed April 16-19; short 3 night stay just the two of us. We arrived around 2:15pm; we were greeted with a towel & eventually champagne. We checked in; our room was ready; building 4 – standard pool/spa view room. There was not mention of the timeshare; we were given a map & some general information. The bell boy immediately retrieved our luggage and escorted us to the room. I will give high marks; as we went to our room; he explained & showed us all the restaurants, bars, etc.

Room – our room was exactly as described on the website & previous TA reviews. I would like to add that the room was extremely warm; almost unbearable. We did not sleep with the covers on at all, we had the AC turned down all the way but it would not cool at all. I would say that it was about 2-3 degrees away from us having to request another room. I mention this because it was a nuisance; but not a deal breaker. This was the first time we have had a room temperature issue in our 7 trips to Mexico/Cancun area. The room was a nice size, nice balcony with a sofa bed, table & chairs.

Food – we only ate at two of the restaurants; Mexican & French = both were extremely hot. Not sure why this entire hotel was warm (I would estimate 80 degrees if not 82 degrees on a constant basis). The service at both was below average; example of the service = we ordered appetizers which were brought out quickly; however we had to wait an extended time for our main dish; then when our main dish was served we were asked if we wanted dessert before we even tasted our main course, very odd. The food itself was above average. We enjoyed lunches at the barefoot grill located in the bar by the main pool & the two pool side restaurants. We ordered room service as well, quick & above average as room service goes. It was nice to eat a snack before dinner or grab a late night bite to eat. The breakfast buffet was nice, plenty of choices, standard stuff for breakfast. They had an omelet station. The sitting arrangements at the breakfast buffet were cramped, not due to lack of room. One thing I would have liked to see was another breakfast option; possibly one of the pool side restaurants. It would be nice to sit in the open air of Mexico enjoying the early morning breeze overlooking the ocean.

Pool – we stayed at the main pool all three days; you had to get down early to reserve a particular spot – around 7:30-8:00am most days. The atmosphere was nice, not too loud, and not too quiet. They did play music for a few hours, mostly during water aerobics. They had bingo, football toss; sandbag toss/game, etc. Just enough games but not over the top; pretty standard like most other AI we have stayed at. We did think that the pool loungers were very uncomfortable & that it seemed like you were sitting on top of the person next to you – they had too many loungers/chairs squeezed together. You could hear every bit of the conversation between the people next to on either side of you. If you smoke & your neighbors don’t; forget about it. The service was average; one day it was great always ready to get you another; then next day you couldn’t find anyone. Either way was fine; I have no issues walking to the bar to get more drinks or just lying there and having them brought to you.

Bars – good, fast service. They will put whatever alcohol you want; if it’s not enough just ask for more. They had – Bombay sapphire, Tanqueray, Grey Goose, Absolute, Absolute (Raspberry, Citron, Mandarin), Captain Morgan, 1800, Don Julio, Baileys & Kahlua to name a few. I will say the Desires Sports bar had a very bad odor to it; don’t know how to explain but it just smelled bad. Also, Desires wasnt really a sports bar; more of a room with a big projection TV.

Beach – we are not “beach” folks, so we knew that the beach was not great from the previous reviews. However, we did not think it was that bad. We did walk along the beach, looking for shells, got our feet wet & enjoyed the view. It’s not like the beach on the Cancun Strip; but there were spots that you could walk in & see the crystal blue water.

Other notes – seemed odd they push the wine list as much as they did; which are not included as part of the “all inclusive” drinks. I do understand the mark up with wine; however it was a nuisance at each restaurant when they encouraged you to buy a bottle.

Pros – bars, room amenities, quality of food, pools, close to the airport
Cons – temperature of the entire resort & room = way, way too warm, wine list, quality of pool loungers, proximity of the pool loungers next to each other, power glitches

Whether we stay here again remains to be seen; we are traveling to another Secrets Resort in June. Looking forward to comparing the two resorts. I would igive this resort 3.75 stars

  • Stayed April 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Brywood
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
info_sesrc, Social Media Coordinator/E-Concierge at Secrets Silversands Riviera Cancun, responded to this review, May 7, 2012
Dear Brywood

We would like to thank you for your time to share your stay experience, thank you for allow us to detect our opportunity areas, we will make all the required actions to improve our service and standards.

We apologize for the discomfort caused for the resort temperature, we forwarded this comments to our engineer department and they have made the neccesary corrective actions.
We also regret to know that we didn´t met your expectations at your mentioned restaurants service, we also followed up your comments to the Head department to improve this opportunity area. Otherwise, we are overjoyed to know that you enjoyed our breakfast, room service and bar service and the variety of each one of them.

We hope to have the opportunity to host you again near in the future, and invite you to taste our delicious food variety of the rest of our restaurants, as we read on your review that you only tried 2 of them, you will love the rest of our great restaurants.

Warms Regards,

Karla Martinez
Social Media Coordinator & E-Concierge
Secrets Silversands Riviera Cancun
info.sesrc@secretsresorts.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Graham
1 review
3 of 5 bubbles Reviewed April 23, 2012

We just got back from our vacation, we were not impressed with this resort. First I had read the reviews about it being less than quiet, they were right! Second I did not realize how contemporary this resort was.....everything is white! The beach is not swimmable, there were not enough chairs at the pool. The best thing about the trip was the food! I would not refer this resort to my friends and family.

  • Stayed April 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Marci578
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
info_sesrc, Social Media Coordinator/E-Concierge at Secrets Silversands Riviera Cancun, responded to this review, April 26, 2012
Dear Marci578,

We would like to take this opportunity to thank you for your time to share your review, our guests comments are very valuable, they povide us feedback of our opportunity areas to improve our service levels and product.

We regret we didn´t met your expectations with our beach, Secrets Silversands Riviera Maya is located infront of the second largest coral refer in the worild, we are aware that we do not have the best beach from the area, the beach area has been declared a National Park and it is not strange that scuba diving and snorkeling are two of the places most popular activities. This proximity to the reef barrier is the main reason our beach is different from other beach areas in Riviera Maya, but our guest are able to have snorkeling tours and visit this nature's wonder. Our beach is swimmable and many guests had enjoyed the beach in the past. We regret this was not your perception in this case.

We hope we can give us the opportunity to host you back in the future so you can enjoy from our improved beach and we can offer you the enjoyable experience that you deserve.

Kind regards,

Karla Martinez
Social Media Coordinator/E-Concierge
Secrets Silversands Riviera Cancun
info.sesrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dieppe, NB
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed April 23, 2012

Spent seven days at this resort and truly enjoyed it. The staff was great and the food was excellent. Something wonderfut about this resort for us was that we did not have to get in a line up every morning to make our supper reservations for that night (which is what we experienced at other resorts we stayed). We would just show up at one of the restaurants à la carte at any time (from 6 p.m. till 11 p.m.) and we did not have to wait to be seated.. We stayed in the building 4 facing the spa pool which was very quiet. Our room was very spacious and the furniture very nice. The breakfast buffet was one of the best I've had. There are no buffets at night but there is one restaurant that men do not need long pants to get in which is good. We would go at the beach around 7:30 and 8 a.m. and always had plenty of chairs available. The only negative thing I would have to say about this resort is that if you like to go in the water at the beach, this resort is not for you, just as you have read in the other reviews. But other than that, I will certainly return!!!!

Room Tip: If you cannot afford a beach front or beach view room, I would recommend building 4.
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  • Stayed April 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Gloria B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Creedmoor
Level Contributor
12 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
5 of 5 bubbles Reviewed April 23, 2012

We have traveled a good deal to the Carribbean and found Secrets Silversands to be outstanding. The property was beautifully maintained; service excellent; rooms large and very comfortable (with large jacuzzi; twice a day cleaning/turn down service); and food choices/quality outstanding. No wrist bands; towels readily available; great bar service; multiple pools; spa was too expensive-but service great. We enjoyed music in lobby bar at night. Went to two Theatre shows. Mike Walker was surprisingly good! He did everything from Conway Twitty to Prince and did it well! Was a great comedian to boot. My husband could not believe the range he had. I would recommend this vacation to any adults. Safe, clean, good facility and good food. The only improvement would have been wider beach area. Dorothy & Dillard in NC.

Room Tip: Higher floors provide great privacy. Ocean view wonderful.
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  • Stayed April 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Dorothy S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Baie-Comeau
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed April 23, 2012

We stayed at the Secrets Silversands April 14 - 21 2012. This was by far the best resort we have stayed in. The food unbelievable, The restaurants and the bars was great. Our favorite waiter was Avelino who worked in the Ratatouille. All of the other waiters were friendly and gave great service. Special thanks to Juanito at the bordeaux for his enthusiastic service. Great service at the pools. If you are a pool lovers, you will love this resort... Great entertainment team... The spa is so nice. The facilities were clean and the cleaning and maintenance staff did a great job. I would recommend it to everyone. Do not hesitate to reserve a romantic dinner to Juan Jose at the bordeaux...it's a great experience.

Room Tip: The swim out is so nice....
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  • Stayed April 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank YvesBaie_Comeau
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
High Point, North Carolina
Level Contributor
7 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed April 23, 2012

Where do I start? I, like many others was worried due to reviews that I had read about Secrets Silversands...but that worry disappeared the minute we arrived at the resort! It was a nice 15-20min ride from the airport (which has beverage stations readily available outside the exit if you so wish to grab something cold for the ride. My husband and I (in our early-mid 30's) stayed from April 13th-April 18th and wished we would've added about 2 more days to the trip. We stayed in a Perferred Club Room (3411) and I believe it was worth the extra money. There are daily snacks available (in the AM and PM) in a wonderfully air-conditioned lounge, check in and check out were a breeze (champagne given at check in), and the staff in the lounge were exceptional...especially Edgar! Not to mention, our room was oceanfront with a WONDERFUL view! The room was not ready when we arrived around 1230pm, so we were allowed to use the hospitality room to change into our swimsuits and we headed straight for the pool (and the cold Pacifico's and Corona's) while we waited.

Food--We did not have anything that we did not enjoy! For an all-inclusive, we were actually very impressed at each restaurant. We ate at Portofino night 1, Himitsu night 2 (a bit salty, but worth trying), Bordeaux night 3 (loved the salmon), El Patio night 4 (beef dish was "excellente" as was the chocolate souffle dessert), and Ratatouille our last night (dinner was superb and the chocloate timbal dessert was out of this world). We had room service our first morning and the others we ate at World Cafe and enjoyed the many options from the buffet. For most lunches we ate at the poolside grill or at the main pool restaurant.

Pools--The pools are very clean. We stayed most days beside the main pool because we enjoyed the entertainment staff so much. They really do try to keep everything upbeat and fun. There is a daily water aerobics class and many games to play (bean bag toss, volleyball, spanish lessons, speedy gonzales, dance lessons, etc.) The last 2 mornings there, we found a nice place by the infinity pool where it remained a little more quiet than the main pool area. NOTE TO THOSE TRAVELING SOON: I am not sure if it is extra windy there right now because of the season, but there is a nice breeze that blows all day. Bring some type of towel clips for your lounge chair.....especially if you are by the pools on the front (ocean) side of the resort. We noticed that many people had brought these "boca clips" with them and their towels stayed perfectly in place on the chairs. We wished we had gotten this heads up before traveling, however it isn't so bad that you cannot deal with it.

Beach--Everything was as expected from reading prior reviews. We did not lay out at the beach because we were perfectly content by the pools, food, and bathrooms! On 2 different days we did walk the beach about 30-45 minutes north (yes, there is seaweed and a nude beach/resort), but the water does get clearer as you go north...worth the walk! The resorts that we passed definitely have hard-working staff trying to keep the seaweed cleared, but it is impossible to get rid of all of it. It is not a job that I would want and I commend the workers who stand out there in the hot sun trying to keep it as clear as possible.

Night Entertainment--Each night after dinner, we would go and sit by the Veranda Bar in one of the many lounge areas available. Each night there is some type of live band, a concert projected onto one of the walls of the hotel (sounds weird, but it was great...especially the Madonna concert), life size checkers or chess, and entertainment in the open air theater. In the open air theater, we only saw the International Show (quite cheesy) and the Fire Show. The Fire Show was supposed to be on the beach, but it was too windy that night and they moved it into the theater. It is WELL WORTH watching...we LOVED it!

The Resort--It is immaculate! There are workers out and about from sun up to sun down maintaining the cleanliness of the resort. The grass and flowers are beautiful as well as the many palm trees! I will say that inside the resort is definitely a bit warm as their air conditioning is not what most of us are used to at home. It can get a bit warm in the restaurants (and I am sure that getting all the sun during the day on your skin doesn't help the cause either) and our room was a bit warmer than how we have it at home, but it was not unbearable. Ladies, if you will be wearing strapless, spaghetti straps, etc at night...bring a couple light cardigans with you if you plan on sitting outside by Veranda Bar for drinks/entertainment. The breeze at night got a bit cool for me, but I am sure as the summer months approach, this will change. Gentlemen...bring long pants/collared shirts for dinner. I know it is the dress code, but it was so nice to see everyone dressed well during the evenings.

Staff--Everyone was very helpful and delightful. Just be forewarned, when you get sent to the VIP representatives to find out how you can use your resort credits, they will try to persuade you to visit Secrets Maroma for a free breakfast, etc., etc. As soon as the gentleman started, we said "no thank you, we are not interested...we just want to relax here at the resort," and that was the end of it. We were never pressured about it at all after that. We did, however meet some new friends that did take the free trip (and even bought a time share to boot) because they thought it was such a beautiful area. If this is your thing, or you are looking for a timeshare opportunity, then maybe it would be in your interest to go there for the day and listen to the 90-minute session.

Spa--It is beautiful inside, however we received our couples massage down by the beach. It was very relaxing! The spa staff does free chair massages daily by the pool, and yes, it is to try and sell you on their services, but they don't pressure you at all. They actually have some pretty good daily deals!

Excursions--We traveled with Best Day Travel and there is a representative there everyday to help you plan your outings (as well as from other travel groups). Sandra is her name and she is WONDERFUL.....very informative and super sweet. We did a day trip to Tulum/Xel-Ha and loved both places. The only day that it rained on our vacation was the day we did this outing (and we got SOAKED) however, we still had a blast and it only added to the memories we will forever keep of our vacation.

Drinks--I think we tried almost everything they had to offer! I must recommend the Sexy Banana (I had this the most), the Miami Vice, the Baybreeze, Superman shots, and yes even the Donkey Sperm shots. All were very tasty!

Overall--The resort was fantastic in our opinion. I know there are many negative reviews on here, but to us, a vacation is what YOU make of it. If you choose to find one small thing wrong and let it ruin your vacation, that is up to you. Or, you can enjoy the fact that you are away from home, work, etc in a lovely place with warm sunshine, cold drinks, great food, and friendly people. There is a nice blend of ages that were there during our stay. The sunrises can be amazing! Two out of our five mornings, we got up to watch the sunrise and it was completely breathtaking and worth getting up early! We have only traveled out of the country twice (the first was our honeymoon to Sandal's Grande, St. Lucia), so our experience with all inclusive resorts is not as extensive as others. But, we would definitely recommend this resort to others and would return there ourselves in a heartbeat!

One last note: I know that it is an all-inclusive, but take some cash with you and tip properly. The staff at the resort (restaurants, bartenders, pool staff) all work very, very hard. In fact, most staff at the hotel work 6 days a week/12 hours a day. I cannot imagine this type of schedule! We tipped $1-2 per round of drinks (depending on how many we had them make), aprx $3 at breakfast, $5 at dinner, and we even left the maids a few dollars each day for cleaning the room. It is not expected, but a nice gesture for their hard work!

Room Tip: We loved our Preferred Room 3411. It was on the 4th floor and oceanfront! Beautiful view and nice...
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  • Stayed April 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank B-Berry10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Secrets Silversands Riviera Cancun

Property: Secrets Silversands Riviera Cancun
Address: Bahia de Petempich SM 12, Mz 31, Puerto Morelos 77580, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Morelos
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 Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Puerto Morelos
#1 Family Hotel in Puerto Morelos
#1 Romantic Hotel in Puerto Morelos
#3 On the Beach Hotel in Puerto Morelos
#3 Spa Hotel in Puerto Morelos
#3 Luxury Hotel in Puerto Morelos
#3 Top resorts Hotel in Puerto Morelos
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Secrets Silversands Riviera Cancun 4.5*
Number of rooms: 441
Official Description (provided by the hotel):
Secrets Silversands Riviera Cancun is a chic, ultra modern all-suite adult-only unlimited-luxury resort featuring 433 suites, over 43,000 sq ft of pool areas and expansive manicured gardens, exceptional dining options, several bars ranging from elegant to swim-up. World class spa, a fitness center and two Jacuzzis ensure that guests are pampered and indulged. We are nestled on the coast of the Yucatan Peninsula, 15 miles south of Cancun and only twenty minutes from the Cancun International Airport. ... more   less 
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Also Known As:
Secrets Silversands Riviera Cancun Hotel Puerto Morelos
Secrets Silversands Riviera Cancun Riviera Maya, Mexico - Puerto Morelos

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