Secrets Maroma Beach Riviera Cancun

We had such a beautiful vacation and the perfect short getaway to relax and spend quality time together. From the moment we arrived, we were impressed by how beautiful, clean, and well-maintained the resort was. The atmosphere was peaceful and welcoming, making it exactly what we were looking for in a vacation. Talia was absolutely amazing! She went above and beyond to make sure we had everything we needed. She even helped us get our TV connected to Google Play, texted us every day with information about activities and events happening around the resort, and always checked in to make sure we were having a great time. Her attention to detail and kindness truly made our stay even more special. Every staff member we interacted with was attentive, friendly, and polite. The service throughout the resort was truly high quality. There were activities and events happening every day, so there was always something to do if we wanted to get out and enjoy the resort. The food was also excellent. Room service was great, the breakfast buffet was amazing, and we especially enjoyed the steakhouse and sushi restaurant. There were plenty of options and everything we had was delicious. The beach did have some seaweed during our stay, but aside from that, the beach service was wonderful. The servers were constantly checking on us, making sure we had whatever drinks we wanted, and we never had an empty glass! There were umbrellas with comfortable cushioned chairs and tables available, and you also have the option to rent a private cabana for the day, which is a great touch if you’re looking for a little more privacy and relaxation. Overall, we had an amazing experience and would absolutely recommend this resort to anyone looking for a relaxing getaway with beautiful surroundings, great food, activities, and—most importantly—high-quality service. We would definitely come back!

it was amazing. From the house cleaners to the concierge angel in building 24 was amazing the entertainment i forgot some names but angel aka brown sugar they were all amazing. the bartenders and waiters chefs everybody miguel, whilbert and more everyone was great. Food and drinks were amazing was clean as well.All the transportation was smooth and easy felt very safe everywhere. Overall we will be back specially when construction is done.

Secrets Maroma Beach was a spectacular and relaxing getaway for myself and my wife. The facilities are immaculate; the staff if helpful and friendly; and the food options are wonderful. I highly recommend it. A special shout out to Carlos, one of the breakfast waiters at the Oceana restaurant.

Beautiful resort but definitely NOT a 5-star one - especially not while conducting construction in the heart of the resort but not informing guests ahead of time. Even, if you put that side and you are a frequent luxury traveler, there are better options in Riviera Maya, including one a couple of miles away (Iberostar Joia) within the same price range. I’ve stayed at 3 Secrets resorts in the area, including this one in 2019, and this has been by far my worst experience. From small things such as the timeshare presentation-enforced delay to check-in, and allowing said timeshare salesmen to have a central table at the main buffet every morning discussing their war stories, and their disdain about the quality current guests going on their tours, to having bellmen twice walk into our room to collect luggage in early mornings (again: twice) because of room # mixups. PRO: Restaurant & Bar service - while it was hit & miss, a few staff members stand out as going above & beyond: - Freddy at the buffet: he took pride in what he does, treated every interaction as the most important part of his day. - Bernice, hostess at the buffet: tried to remember every person by name and was genuine on every interaction. - Miguel & Uziel at the main pool - very attentive and genuine. - Hector, waiter at Portofino restaurant: extremely attentive and knowledgeable - provided a fine dining like experience. - Angel, concierge at building 24: did his absolute best to recover the situation after learning about our dissatisfaction about the situation explained below, under Cons section. - CON: NOT NOTIFYING GUESTS OF ONGOING CONSTRUCTION WORK: in the middle of the resort, between the lobby and the pool area - there is no way to avoid it, ongoing construction throughout the day, despite the resorts attempts to drown the noise through louder music, there is visible machinery and workers all day. Once we arrived, it took 45 mins to speak to a receptionist who informed us that our room wouldn’t be ready until 3pm and we will be notified - which is fine, but we waited until 4pm to head back to lobby, and when we inquired, they realized they never texted/called us when the room was ready. At that point, we were already annoyed by the ongoing construction visible from the main lobby and essentially everywhere in the resort (see red circle in map). We asked to be transferred to a building further from construction and we were quoted another $2k to do that. We then called our travel agent (Chase Travel) and when they called the resort to inquire about the possibility of transferring to another Secrets/Hyatt resort, we were told that Reservations Department is closed on Sundays and we need to wait to speak to someone the next day… Overall, this starting experience went a lot long way towards our 15-year anniversary stay being below par…

★★★☆☆ Three Stars — Beautiful Resort, Wonderful Staff, but Serious Safety Concerns Secrets Maroma near Playa del Carmen offers beautiful grounds, a relaxing beach and pools, excellent restaurants, exciting entertainment, and exceptionally friendly staff. However, our vacation was overshadowed by a serious fall caused by a poorly marked step, along with other safety concerns throughout the property. Although many aspects of the resort were excellent, we rated it three stars and cannot currently recommend it to our friends. Safety Concerns Safety should be the highest priority at any resort, regardless of how beautiful or luxurious it may be. Immediately after checking in, we were taken to our suite. A step leading down into the sitting area and toward the balcony was extremely difficult to see because it blended almost seamlessly into the surrounding stone flooring. Before I had even unpacked, I fell directly onto my kneecap on the hard stone floor. I was seriously bruised and injured. We asked to be moved to a handicapped-accessible room without the dangerous step. We were told that no handicapped-accessible rooms were available because they were in buildings where construction was underway. This was particularly troubling because the limitation had not been disclosed on the resort’s website. We were told that a light was intended to highlight the step. Unfortunately, it was ineffective during the daytime and did not adequately make the change in elevation obvious at night. We ultimately had to rearrange the furniture ourselves to make the step more noticeable. After I insisted that additional action was necessary, maintenance eventually placed caution tape on the step. We later learned—and coincidentally met—two other guests who had also been injured that week. One guest broke her ankle, while another lost a toenail completely after falling on the step in her room. Our concern goes beyond the step in our suite. There are multiple potential trip-and-fall hazards throughout the resort grounds. Several walkways run alongside ponds and fountains, with subtle changes in elevation that can be difficult to see while walking. The landscaping is beautiful, but some areas need better lighting, warnings, or protective railings. During our stay, construction was underway to add another pool. We understand that resorts continually improve their properties, but when guests are reportedly being injured by existing hazards, we believe correcting those hazards should take priority over adding another pool or other amenities. Service and the Resort’s Response Many individual staff members were wonderful. Our concierge, Hector, was especially kind and compassionate after my injury. He arranged for ice to be delivered to our room every evening so I could elevate and ice my injured knee and foot. We truly appreciated his care and attention. Emerye at the Italian restaurant was one of the best servers we have encountered and provided exceptional service. However, we were disappointed by the resort’s response to the underlying safety problem. After the incident, we were asked to complete an incident report and were then presented with another release of liability, even though we had already signed a release when checking in. We declined to sign the second release. Hector accepted our decision without argument and documented that we had declined. We found this particularly troubling. After an injury occurs, the focus should be on guest safety and preventing another person from being hurt—not simply on protecting the resort from liability. Pricing The resort shops—including the pharmacy, gift shop, and jewelry store—were another major disappointment. Prices were extraordinarily high compared with normal retail prices and, based on our experience, significantly higher than those at other all-inclusive resorts we have visited. For example, a basic disposable lighter cost $11, while a medium-sized bottle of sunscreen cost $35. We understand that resort shops charge a premium. However, these prices felt excessive for basic necessities, particularly when guests may have no convenient alternative. Positives This review is not about the staff, food, entertainment, or overall atmosphere. The resort itself is beautiful and relaxing. The beach and pools are lovely. The entertainment was exciting and genuinely enjoyable, and there were plenty of activities available. The restaurants were excellent, with wonderful food, variety, and service. Many employees were friendly, attentive, and caring throughout our stay. Emerye at the Italian restaurant was one of the best servers we have encountered and provided exceptional service. Final Recommendation In many ways, Secrets Maroma provided the relaxing vacation we wanted. However, a beautiful resort, outstanding restaurants, exciting entertainment, and wonderful employees cannot make up for serious safety concerns. Our vacation was changed by an injury that, in our opinion, could have been prevented with a clearly marked step and appropriate safety measures. Safety comes first. If you choose to stay at Secrets Maroma, be extremely careful about every step you take, particularly inside the suites and around the landscaped areas. We hope management takes these concerns seriously, thoroughly evaluates the property’s trip hazards, improves the warnings and safeguards, and makes the necessary repairs. We would gladly reconsider our opinion if these issues are addressed. Until then, despite the resort’s many wonderful qualities, we cannot recommend Secrets Maroma to our friends. No vacation is worth getting hurt.