Secrets Maroma Beach Riviera Cancun

We had a wonderful stay at Secrets Maroma Beach Riviera Cancun. The resort is beautiful, the rooms are comfortable and clean, and the staff were friendly and helpful throughout our stay. The beach is absolutely beautiful, with soft white sand and clear turquoise water. We also enjoyed the pools, food, and relaxing atmosphere. A great place for a peaceful and enjoyable getaway in Mexico. We would definitely come back!

Extremely Disappointing Experience at Secrets Maroma Beach We checked into Secrets Maroma Beach on Sunday with very high expectations, especially considering the reputation of this resort and the premium price we paid. Unfortunately, our experience has been extremely disappointing. From the moment we entered our first room, there was a very strong smell of humidity and sewage. We also heard what sounded like water leaking above the ceiling, which made it difficult to sleep. We reported the problem Monday morning, but the bad odor and humidity continued. Then, on Tuesday night at approximately 1:35 a.m., a major water leak came through the ceiling. We immediately reported it. At that point, we were asked if we wanted to change rooms. Considering the circumstances, we felt this should not even have been a question—the room was clearly not suitable for guests, and we needed to be moved. We were transferred in the middle of the night to another room, only to discover another unacceptable situation: the toilet would not flush because there was no running water. We had to sleep with human waste sitting in the toilet and could not even properly wash our hands. It gave us the impression that this room may not have been ready or suitable for guests. The following morning, things got worse. When we tried to shower, we discovered that the shower drain was completely clogged, leaving dirty standing water in the shower. The water flow from the faucet was also not functioning normally. On top of that, access to this particular building was difficult. We reported everything to the front desk and were told that we would have to move yet again to another room. After dealing with sewage odors, humidity, a major ceiling leak at 1:35 a.m., no functioning toilet or running water, a clogged shower, lack of sleep, and the stress of repeatedly packing and changing rooms during our vacation, the only gesture offered to address our frustration was a beach bed. That was extremely disappointing. We did not pay a premium price for a resort of this reputation to spend our vacation dealing with basic maintenance and sanitation problems and repeatedly moving from room to room. We expected Secrets Maroma Beach to take responsibility and offer meaningful compensation for the inconvenience, stress, and lost vacation time—not simply apologize and offer us a beach bed. We expected so much more from Secrets Maroma Beach. Based on the way these serious issues were handled, I cannot recommend this resort, and I do not plan to return.

My wife and just returned from our second visit to Secrets Maroma this year. This was our 6th visit in total, and we can’t wait to go back. The property, the staff, the food and amenities are exceptional. Yes, there is presently some renovation (an additional pool), but we were hardly aware of the construction. We always book Preferred Club Swim Out and love those accommodations. A primary reason beyond the pool access is the Oceana Preferred Club Breakfast and the charming Preferred Club Dining area near the beach for lunch or snacks. Julio is the manager and he is the best. His team, including Margarita (hostess) and waiters Manny Alfredo, Alixis and Ivan are simply beautiful people and so personable. This is indeed a happy workshop, and we can’t imagine starting a day at Secrets Maromoa without seeing these smiling faces and enjoying their exceptional hospitality. Other examples of superb service included Estrella who served us drinks in the lobby bar each night before dinner and Roberto, our concierge in Building 25, who provided impeccable service throughout our stay. Irlanda Prado in reservations was also exceedingly helpful with our special requests prior to our arrival and went out of her way to make sure everything was handled beautifully. We have frequented All Inclusive Resorts throughout the Caribbean since the mid 1990’s and for us, Secrets Maroma is the best of the best.

This was our 3rd visit to Secrets Maroma. Everything exceeded our expectations. We visited for our anniversary and all of the staff members made our stay very special. The first face we would see in the morning was Antonio. His attention to detail and making sure we had everything we needed from the beginning of the day. Edy the pool concierge was extremely polite and made us feel like royalty. The pool water was so warm, that I personally love. Food at the pool had a variety of options. We loved the pizza everyday. Arturo surprised us with a tequila tasting since we were leaving before the actual tasting. He went above & beyond and I actually learned so much about tequilas. Very knowledgeable. Overall, we would definitely come back again and again!

Amazing Stay From Start to Finish Our stay at Secrets Maroma Beach was absolutely amazing—the resort was beautiful, the beach was gorgeous, and the service was outstanding. A special thank you to Roger, our concierge in Building 26, who was incredibly helpful and made sure we had everything we needed. Sergio at Portofino was also amazing; his service was so great that we went back to Portofino twice because of him! We also want to recognize Victor by the pool, who was always attentive and kept our drinks coming with a great attitude. Overall, we had an unforgettable stay and would definitely recommend Secrets Maroma Beach and come back again!