Secrets Maroma Beach Riviera Cancun

★★★☆☆ 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.

This resort was beautiful, the amenities were outstanding, and the food was incredible, but the real star of the show was the service. From the second we checked in until we boarded the shuttle back to the airport, every single member of staff went above and beyond to exceed our expectations. Our personal concierge Marco was wonderful and made us feel so at home, and everyone else we encountered helped make our stay so memorable. We would definitely come back again.

Secrets Maroma was the best place I could have chose to propose to my fiancé. The proposal was perfectly executed, and they were very discrete about everything. As for the resort, the service, cleanliness, food, atmosphere, and drinks were a solid 9.4 out of 10 overall (in light of minimal ongoing construction on a new pool there). There’s no better value all-inclusive. Specifically, our point of contact and concierge, Angel, helped plan the proposal every step of the way. He was extremely accommodating, professional, and made sure to pay attention to every little detail. Will definitely go back some day!

The resort itself is absolutely breathtaking, but what truly makes this paradise stand out is the impeccable, five-star service from the staff.A very special thank you goes to Roger Arroyo, our Personal Building Concierge for Building 26. Roger went completely above and beyond to ensure every single detail of our stay was perfect. He was attentive, warm, and highly professional, making us feel genuinely cared for every day. He is an absolute asset to this resort!We also want to recognize Fransisco at Seaside grill for his outstanding hospitality and for making our dinners here so memorable.The daily commitment to excellence from the entire team is obvious. We cannot wait to return to our new home away from home.

From the moment we arrived, we were treated as VIP's! Our Concierge Roberto, building 25, helped get our room set up with the wonderful assistance of the friendly servi-bar and housekeeping personnel to meet/exceed our requests. The Preferred club lounge and restaurant by the beach were excellent with service and offerings - highly recommend! We have stayed at multiple Secrets properties and truly enjoyed this entire experience thanks to the many helpful/friendly staff! The Portofino, Bordeaux, and Oceana restaurants were our staple and delivered high quality offerings! My wife was celebrating her Birthday and she received a lovely cake at dinner along with the banner over the door which adds to the individualized experience. We enjoyed the lobby lounge and Coco Cafe being air conditioned and also having many great offerings. Don't miss the Mexican pizza by the pool as the wood-fired flavor was phenomenal! The beach sand was like flour and beautiful - little bit of seaweed that the resort cleaned up multiple times during the day. Thank you Secrets Maroma Staff!!! Kevin e Simone