Secrets Maroma Beach Riviera Cancun

I got married at this resort 14 years ago and then visited again a year later than 6 years ago again. I’ve always loved it here and so despite the sea grass, we came back. I’m staying at your resort in bldg 16, which is preferred club Oceanview. When checking in I attempted an upgrade because I informed the person at the desk that I really appreciate views and just wanted to make sure that we had an optimal one, the upgrade option that was provided was a Swim out for $200 more night, and I opted out based on that cost and based on the view that I saw from that particular area that he showed me via photo (I asked for a photo of my view from room I upgraded to and he said he didn’t have it). I asked him which one he thought was better either my view or that view, and he stated likely the Swim out with no indication of what I was about to face when I walked to the room. See photos attached. Not to mention the route you have to go to get to the front. I will add that video here soon. You essentially have to go odd road to get to front to where all workers go. Regarding the room, I cannot even open the curtains in my room in my swim suit as there are many workers in clear view of my room and they can see me. This is with the upgraded room and me even asking when checking in about my view and nobody said anything or informed me so that I can make a decision to downgrade my room category to garden view. I am talking to Carolina, assistant manager from the front desk and I have spent hours dealing with this issue. They informed they were gonna call me back in five minutes when I first called and they didn’t call me back until almost 2 hours later and that is when I started talking to Carolina. That alone is not okay to make promises to calm back and not to call back for that long. I asked to speak to her boss or boss’s boss and she kept delaying saying she’d try to get a better resolution only to call me back w the same resolution. This was all from the time from 2pm to 9:30pm was her last phone call to me. The only option she provided was for us to have to pack everything back up tomorrow and move to the same category of room but on the other side of the resort. I would like to talk to maybe her boss or her boss’s boss. I informed that alone is not sufficient because of all the inconvenience that it has already caused and having to unpack and repack in middle of vacation is inconvenient.. Even me having to send this message and take the time to do so when I am staying at a five star resort is not acceptable.

Awesome food and accommodation!

We had an absolutely wonderful stay at Secrets Maroma Beach, and the service truly made the trip unforgettable. From the beautiful, consistently delicious food to the incredible service throughout the resort, everything felt thoughtful and luxurious. The poolside waiters, restaurant staff, bartenders, and concierge team were all fantastic. Mercedes from Housekeeping also took wonderful care of us throughout our stay. A special thank you to Guillermo, our concierge, who went above and beyond in every way. He made sure we had everything we needed — and often things we didn’t even realize we needed! He arranged our spa services, secured hibachi reservations, and beautifully decorated our room for a birthday celebration. His attention to detail, genuine care, and incredibly attentive service made our trip feel truly special. It’s one thing to stay at a beautiful resort, but it’s the people who make a vacation memorable, and Guillermo absolutely did that for us. His service added an extra level of luxury and made our celebration even more meaningful. We are so grateful to the entire Secrets Maroma Beach team for an amazing experience, and especially to Guillermo for making our stay extra special and truly unforgettable. We can’t wait to come back! ⭐️⭐️⭐️⭐️⭐️

My husband and I were so excited for our return trip to Secrets Maroma Beach Riviera Cancun. We were there last year at the same exact time and fell in love with the resort and the staff. From the moment you set foot on the property you truly do feel like you are "home". The bellmen are all so friendly and welcoming. Check in was easy. Our room wasn't ready, but that wasn't a problem as you are able to access everything on the resort. Carmen, in the lobby bar, was one of the first friendly faces we came across while waiting for our room. She remembered us anytime we came through the lobby bar. We were thrilled to see Clary, Eduardo, and our beloved Jessica still working in the lobby bar. Our trip was made seeing those three! We also enjoyed getting to know Abby, who was a server, and the fabulous drink-maker, Bernuardo. We have to give a HUGE shout-out to Angel on the entertainment team. That guy is packed with personality and made every day at the pool memorable. Another member of the entertainment team that we really liked was, Emi. Such a kind young man. Aaron, at the pool bar, took great care of us along with two of the pool servers that stood out were Ana and Isamar. Eddy, the pool concierge had our chairs ready to go every day. Stop by the Barefoot Grill and look for Ruben. He'll make sure your food is made exactly like you like it. If you want the most delicious drinks, head to the beach bar and look for Arturo. Wow! The best drinks and such attentive service. Miquel is another hard worker at the beach bar. His smile made our days. Unfortunately, during our stay Portofino and Bordeaux were under renovation and both restaurants were moved to the space occupied by the World Cafe. I will say that we were impressed by the transition from the breakfast and lunch buffet space to an elegant dining experience each evening. Some stand out staff at those two restaurants were Sergio and Victor at Portofino and Nicoletta at Bordeaux. The Asian restaurant was not going under renovation, so we very much enjoyed dinner there. Thanks to Carlos, our server, and Alan, the manager for creating a pleasurable experience. The menu is phenomenal, too. We didn't eat often at the World Cafe because we aren't big breakfast eaters, but when we did go everything was hot and fresh. Freddie went out of his way to get something special, not offered on the buffet, for my husband. Last, but certainly not least, find Santiago. He's the green-eyed gardener who absolutely loves his job and takes great pride in what he does. We have to give a lot of credit to the Hyatt Corporation and the Secrets resorts for hiring such exceptional people. These folks definitely helped us to look past the construction and renovations that were taking place. Something we couldn't look past, however, was the change in some guests from last year to this year. I'm not sure why dress codes at the restaurants are no longer being enforced, but it really bothered those of us who do follow the expectations set on the resort website. Resort wear is not that difficult to find, and it's certainly doesn't have to be expensive. I'm sure there may be people offended by this, but we were offended by t-shirts, gym shorts, and cut off shorts in the nicer restaurants. Secrets don't be afraid to enforce your own rules! Yes, the sargassum was horrible, but that's on mother nature. The resort made valiant attempts to get rid of it so people could enjoy the beach. Kuddos to those men!

Let me start with the good: the food was delicious, the staff was perfect, and the resort was clean. However, we paid for the preferred club and I'm not convinced it was worth the price. For one, there is a ton of construction and renovation happening at the resort, so restaurants are moved out of their traditional spaces and one is even closed. Additionally, our room's balcony partially featured a view of cranes and construction noise. Lastly, many of the add-ons, like the wine cellar experience and the exclusive tequila tasting, were not available because of the renovations. It is not the staff's fault. Seriously, they were incredible. The folks there made the most of it and my wife and I did have a great vacation. It feels somewhat off to have paid full price when the facility is partially being renovated and the full range of options aren't available to you. If I were to recommend this resort, I'd suggest skipping the preferred club. The special breakfast you get is nice, but the food in the buffet is excellent so what are you really losing by being there? You have access to some additional high end bottles of liquor at the preferred bars, but in all of the areas there is excellent liquor to choose from, so for me specifically that element was not of great value. The preferred area on the beach looks exactly the same as the non-preferred area. The only difference is exclusivity, but with all of the sargassum seaweed (not the resort's fault, of course. They busted their butts all day trying to clear it and did a remarkable job), everyone is at the pool, so ultimately it didn't make a difference. You still have to pay for upgraded amenities, even with a small discount, but after you've paid over $3,000, do you have an appetite to spend even more? The room was beautiful and clean and you do get a jacuzzi on the balcony, but you're looking at cranes and listening to hammers all day. We had more fun in the indoor jacuzzi which just about everyone gets without the preferred club anyway. I feel like this review is overly negative, which doesn't reflect how my wife and I feel about our vacation. We had a great time. The shows were fun, the activities were fun, the grounds are gorgeous and clean, the kayak tour was amazing, and the food was so good. Easily the best food I've eaten at an all-inclusive resort. We especially liked Oceana and Bordeaux for dinner. It bears repeating how awesome the staff is. Would we go again? Probably, especially considering the quality of the food, the staff, and the service. I'd likely try a Secrets elsewhere. However, I am confident I'd skip the preferred club and call the resort in advance to see if they're building and renovating to try and work around that sort of thing.