This is our third time staying at Silversands and on all occasions we have stayed for 2 weeks. Our first visit was back in 2009 and we were delighted by the resort. We found the surroundings to be fantastic and the atmosphere to be both lively and relaxed.
We have noticed a few changes in the years we have been there but a few things have on this visit started to question whether we would return.
Our very first impression of the reception staff on arrival was that they were rude and unhelpful. We had requested through the E-Concierge that we all be located in Building 1 as we had stayed there before and found it to be a great location in the resort. We understand that any room requests are just that and cannot be guaranteed, however when you book your holiday 11 months in advance and the rooms are only allocated 2 days before arrival we feel a little more could have been done to honour this request. This in my opinion would only be good service, otherwise why bother acknowledging the request in the first place.
The restaurants are probably the main reason we chose Silversands in 2009 as we liked the fact they were a la carte. As we are now on our third visit and the menus do not seem to have changed in any of the restaurants we feel there is less reason to choose this resort over others in the future. There is no doubt that we found the food fantastic and the work that goes into the preparation and presentation is excellent. The menus are limited for guests who stay more than a week as each restaurant has only a few starters, a few main courses and a couple of desserts. Once you get to your 3rd two week visit with the same menus it can get quite boring!
This was our first stay travelling in a group of six and found trying to get a table for six in the evening resulted in waits of up to an hour. We have never experienced any waits when travelling as a couple. It would be better if groups were allowed to make a reservation to avoid lengthy waits. Once in the restaurants the service could be quite slow at times. This is purely down to a lack of staff. The waiters are rushing around constantly and don't stop for breath, they really couldn't work any faster.
One huge improvement that we found on this visit was the netting that has been put up around the 2 outside restaurants. Previously we were put off from eating there due to the amount of birds flying around and trying to steal food. We enjoyed several meals at these restaurants this time round.
Our favourite and most frequented areas of the resort were the bars. Once again these were all excellent. The barmen really do know their stuff and the choice of cocktails is endless (if they don't know how to make it they'll ask you what to do). The alcohol itself is varied and good quality with all the main brand names available, just make sure you ask for them by name or you'll get the "local" stuff.
The overall cleanliness of the hotel and rooms is excellent. Everywhere you look someone is cleaning, sweeping or maintaining. The rooms are modern and bright with a huge comfortable bed and a double jacuzzi bath.
As some people have mentioned you have to get up fairly early to grab a sun lounger. However if you get to the pool and they are all taken just ask one of the towel guys to get you some and he'll go off to find however many you need and place them where you want them. We saw this several times during our stay and it was never too much hassle.
On our first visit in 2009 wired internet was included at no extra cost. This is no longer the case and wireless internet access is $60 a week. In my opinion this is far too expensive (although you can use your resort credits to get a 50% discount). I think a resort of this level should be providing wireless as standard and not as an expensive extra.
Much more emphasis now seems to be put towards events and weddings. On several occasions we have witnessed and been affected by guests being moved from areas and restricted in what they can do due to a wedding taking place. One example of this happened on a Saturday night when our party decided to go for a meal in the Seaside Grill restaurant. We were halfway through our main course when a wedding party, who were situated in the Oceana Restaurant next door, began enjoying their planned entertainment resulting in loud music being played at a level that our party could not hear each other speak.
We have seen people moved from sun loungers on the beach, games of beach volleyball (organised by the entertainment team) stopped, areas of bars taken over and entire pools being closed all due to weddings.
Another event that impacted on our stay was the Mexican Fiesta Night. Our party were relaxing around the pool close to the Sugar Reef bar on a Friday when preparations started for the evening entertainment. Tables were erected within inches of our sun beds and decorations and a stage were put up. All of this was done with no regard for guests who were enjoying their time around the pool. As some have commented, space and sun loungers around the pool areas is at a premium and we felt unable to move from where we were to a new position. As the day went on more and more people were hounded out from the area by members of staff who were only carrying out the wishes of the resort management. Finally we relented and headed back to our rooms as no space was to be found around the main pool. All it would have taken would be to close the area before anyone arrived on the Friday morning or put up a few signs advising people that that area would be closed from a designated time. This would have allowed us to seek alternative seating that would have satisfied us for the day. I would also point out that the clearing up of the area after the events is not sufficient as members of my party, even after notifying resort staff, had to pick up several pieces of glass from breakages and staples used to secure decorations, from the ground around the Sugar Reef pool area.
We feel a bit negative in our review but would like to say that we have had an excellent time at Silversands and this is purely down to the staff who work tirelessly to ensure you enjoy your holiday. Nothing is too ever too much trouble and they have a can do attitude that leads to fantastic service. Some of our favourite people are; Alonso, Geber, Tere, Nora, Felix, Victor & Hugo, Thomas & Juan, Alex the barman as well as the entertainment staff; Marcelo, Jorge, JC, Jackie Chan, Mufasa & Chuy.
We have recommended Secrets Silversands to others in the past and we would again.
- 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