Secrets Maroma Beach Riviera Cancun

The staff at secrets Maroma were all wonderful. Always ready to help with a simile and good morning. My concierge Angel went above and beyond and was always super nice and helpful!

The best all inclusive experience I have had. The service and attention was phenomenal. The food was amazing. There were plenty of activities offered through out the day, no need to leave resort if you do not want to, thank you Johana. The night entertainment was actually entertaining. The spa was incredible, thank you Melissa for taking care of me. It was my first time in this location and I will definitely be returning in the near future. Special thank you to Hector and Aldo for going above and beyond to make our stay special.

Amazing in all aspects! Angel was the best concierge!

Angel is a wonderful concierge. We loved our stay and angel and the rest of the staff did an amazing job of making us feel welcome

We chose Secrets Maroma Beach for one of the most important trips of our lives—my 30th birthday and our babymoon while I was 32 weeks pregnant. We specifically selected this resort because of its reputation as a luxury AAA Diamond property. Unfortunately, our experience from the moment we arrived was incredibly disappointing. Months before our stay, my husband called the resort twice to explain the purpose of our trip and to request two simple accommodations: an earlier room if possible since we would be arriving early, and a room closer to the beach due to my pregnancy. We were repeatedly assured that this would not be a problem and that everything would be taken care of. When we arrived—despite being 2.5 hours later than originally expected—our room was still not ready. Instead of offering solutions, the front desk agent told us that we had been “misled” by resort staff. Being told that the resort’s own employees gave us incorrect information was frustrating enough, but then we were informed that if we wanted a room closer to the beach, it would cost over $2,000 extra. Apparently, the promises made before our arrival meant absolutely nothing. After traveling all day while heavily pregnant, I was exhausted and accepted the room we were assigned. That’s when things got even worse. The room had been prepared for completely different guests. There was a “Happy Anniversary” display addressed to another last name, along with champagne and fruit. Not only was the room clearly not intended for us, but the amenity they left was champagne for a pregnant guest on a babymoon. My husband immediately raised these concerns with Concierge Manager Aldo, hoping management would recognize the seriousness of the situation and make an effort to correct it. Nothing happened. No sincere apology. No attempt to make things right. No gesture of goodwill. No acknowledgment that they had failed to deliver on multiple promises for what was supposed to be a very special occasion. What disappointed us most was not the room issue itself—it was the complete lack of customer service and accountability. Mistakes happen. Luxury resorts distinguish themselves by how they handle those mistakes. Secrets Maroma failed at every opportunity to recover the situation. The result was that the excitement and anticipation we had for my milestone birthday and babymoon were ruined on the very first day. We travel frequently and have stayed at many resorts around the world, and we have never experienced such poor communication, indifference, and lack of care from a property that advertises itself as a luxury destination. For a resort that charges premium prices and promotes exceptional service, this experience was unacceptable and far below expectations.