Secrets Maroma Beach Riviera Cancun

My husband and I stayed here for our honeymoon. Everything about this experience was awesome except that when we checked in to our preferred club ocean view room we mainly had a view of trees and a walkway. All I wanted was to wake up in the morning with the curtains open to see the view of the water. We mentioned to our concierge and there were no other rooms to move us too especially being this was for our honeymoon which was supposed to be noted prior to our arrival and was not as we had to tell them at check in. To make it right they said they would credit our account for what they thought was fair and until today we still have not gotten our credit. The head concierge has been promising us for 2 months now.

We had a truly wonderful time and SMB! The service was excellent throughout the resort including our concierge, Angel. Everyone was kind, courteous and really committed to our enjoyment. Rooms are great. We had a swim out room and the pool was nice and clean. Everything on the property is exceptionally well maintained. The food is very very good: especially the Mexican options. But all the restaurants offered a unique and quality experience, not just a cheap facsimile of culinary arts. My understanding is that the resort was full occupancy, but it never really felt like it. No wait times. No crowded pools. Beach chairs were always available. The beach is gorgeous. Beautiful sand and pitch to the water. It’s private feeling, with very few interlopers. We did have some unseasonable sargassum. Clearly not the resorts fault. But they did undertake a Herculean effort to clean it up (other resorts nearby did not seem to take the same care). Overall I can’t imagine wanting much more for a relaxing and easy getaway.

My wife and I had a wonderful 5-day experience! It was "perfecto!" We are in our mid- eighties and spent most of our days walking this magnificent beach. Every employee we encountered exuded warmth and provided caring service. Miguel Vazquez was our building (24) Concierge and he was always available to advise regarding available activities. We ate in five restaurants and the food/atmosphere in each of them, was delectable. Nightly, we would "report in" to our son and daughter. They could tell that their parents were truly enjoying themselves. We had such a great experience that we are returning in May and we're bringing our son, daughter and their spouses!

We just returned from Secrets Maroma, our second visit to the property. Overall, we had an excellent time. The property is extremely well maintained, clean and intuitively laid out. Our building concierge, Roberto Canul, was helpful and friendly, providing prompt and informative service with extra follow up. Our favorite part of the resort is the incredible beach. We booked beach cabana/bali beds each day of our visit, and it is worth every cent. The beach concierges, Manuel and Mauricio were there to greet us each day and the beachside servers, Marvin and Catalina, became like mindreaders, knowing exactly what we needed, before we even had to ask. Additionally, the deluxe private transfer to and from the airport via Amstar was a great experience as well. We feel relaxed, rested and can't wait to start planning our next visit. Thanks to the staff for providing us such a wonderful experience.

The title says it all. It's an exceptional resort with exceptional food, service and staff but the standard rooms are not up to par. The resort was at 85% occupancy for most of our trip and it never felt crowded or busy at all at any of the restaurants, buffet or around the pool, beach etc. In short here is a good summary: Food - Overall it was exceptional. Hands down the best we've had at an all inclusive resort. Beverages - Great, good selection of mid to high end spirits etc. Pool - The main pool and lawn chairs were great. Never an issue getting a lawn chair or day bed no matter what time you arrive. Bar & Food service around the pool is great especially at the swim up bar. Nicki and Felipe make exceptional drinks at the swim up bar and have the best personalities and charisma. They both really enjoy what they do and always have a huge smile on there face. (#PapiChulo) The pool concierges are a nice touch too and always looking to help with something. Room - We booked a ocean view room. THIS WAS A COMPLETE SCAM. See attached photo of our "ocean view" room. Everyone in our group & building had the same issue. After we were assigned our room at check in, we immediately went to the front desk thinking they gave us the wrong room category. Reception said they could not move us to a building that actually has an ocean view room because they were fully booked. Ok, no problem. We then requested to just issue us a refund for the price difference between an ocean view a partial or non-ocean view room. They refused to provide a refund for the difference in price between the two room categories and insisted we were in an ocean view room not a partial ocean view room. Check the photo and let me know what you think about our ocean view... Pro tip - You need to book an ocean front room or ensure you're in an ocean view room in the first two buildings closest to the beach (16-17) or (26-27) and you won't have the issue we had with a view. If you are in any other building (12-15) or (20-25) you will have a partial ocean view at best or no ocean view regardless of what room category you booked. Room continued - Our room was not up to Secrets & Breathless standards with respect to the bed. Cleanliness and the house keeping staff were exceptional. The bed was so firm it was like sleeping on concrete. Same with the pillows, they were paper thin and within minutes were completely flat. We came from Breathless Soul before our stay here and had the best rest and sleep on their mattresses and pillows. Unfortunately, we had the worst rest and sleep here at Secrets Maroma in the room we were assigned. The rock hard bed was a topic among many of the guests we met, either they had the same issue with their bed and pillow we did or a completely different experience (soft and great pillows). Service - To be honest the staff is what made our stay exceptional! A few key people really did an outstanding job and were extremely helpful and just awesome people. Restaurant's & Servers - The sit down restaurants were some of the best we've been to at an all inclusive resort. You truly feel like you're at a high end restaurant, not on an all inclusive resort. All of the servers and managers really went out of their way to go above and beyond to make your meal exceptional. Amazing service and personalities from everyone. The Seaside grill restaurant manager & Sommelier/Bar Supervisor Sanchez - Provided true 5 start over the top service. Sanchez ensured we had exceptional service from his bar team for our entire stay. He brought extra bottles of our favorite alcohol to the pool & lobby bar so we never ran out. He really made sure we were 100% satisfied with the bar service and his department. Front desk - They tried to help with our room and issue but in the end nothing was done and it was waste of time and energy. We did not get an ocean view room like we booked and did not get any refund or compensation for the difference in room category provided vs. what we paid for. In short, the food, service and service staff were all exceptional but the room was a big let down with respect to the view and comfort.