Secrets Maroma Beach Riviera Cancun

Our entire trip was fantastic, our concierge Angel in building 24 answered all questions we had, gave us great advice and made our trip seamless. Marvin by the pool was top notch, our first day he learned our names and made sure to greet us by name every day and made sure we were always taken care of with waters, food, and drinks. The food on the resort was delicious, the rooms and pools were clean, and the white sand beaches were great! We have already looked at dates to rebook and come back based on our experiences this trip!

Our concierge Angel in building 24 was amazing. He made sure we had everything we needed and was always so helpful. If you need the BEST waitor by the pool look for Marvin. 10/10! This resort was the perfect getaway for a relaxing time. Can not say one bad thing about this place. We will be back! 💕

Had an amazing time here loved the scenery loved everything and the staff was excellent. Our concierge Angel made everything easier for us and provided amazing service. Would definitely recommend this hotel to any future maroma beach visiter.

We have been staying at this resort since 2013, so our concerns come from more than a decade of firsthand experience with this property. In previous years, whenever we mentioned that we were celebrating our anniversary, the resort acknowledged it in some way. This year, there was no acknowledgement until after I completed a feedback survey. Unfortunately, recognition that occurs only after a guest expresses disappointment does not feel the same as the thoughtful and proactive hospitality we have experienced during previous stays. We have also noticed an overall decline in attention to detail and service. For example, this morning we ordered a very simple breakfast of coffee, toast, and oatmeal. The order arrived without spoons, knives, plates, or napkins. We have also found the Preferred Club to be inadequately staffed, and on multiple occasions we were not even greeted upon entering. While these details may seem small individually, collectively they have a significant impact on the guest experience—particularly at a resort of this caliber and at the level of service the Preferred Club is intended to provide. We have remained loyal to this property for more than a decade because of the exceptional experiences we have had here in the past. That history is precisely why the difference in our experience this year has been so noticeable and disappointing. We have already shared these concerns directly with management in hopes of reaching a resolution during our current stay. Unfortunately, no meaningful resolution was offered. Instead, we were told that our visit next year would be better. While we appreciate the sentiment, a promise of a better experience next year does not address the fact that we are currently here, currently dissatisfied, and have paid for the experience we are receiving now. At this point, we believe the focus should be on what can be done to address our concerns during this stay rather than asking us to place our confidence in a future visit. We are sharing these concerns because we genuinely value this resort and the experiences we have had here over the years. We hope our feedback is taken seriously and that management considers an appropriate resolution while we are still on property. Unfortunately, the decline in service and attention to detail we have experienced during this stay, as well as the lack of a meaningful response to our concerns, will necessarily be reflected in the feedback and reviews we provide.

Secrets Maroma Beach Relaxing atmosphere Beautiful rooms Okay