Secrets Maroma Beach Riviera Cancun

Dear Customer Relations, My wife, Laura, and I stayed at your resort from June 3 through June 8. Overall, we had a very positive experience during our stay; however, we are extremely concerned about what occurred during and after the vacation membership presentation we attended. During the presentation, we clearly explained to the representative that we do not travel frequently. This was only our second trip to Mexico in 14 years of marriage, and due to family obligations, our travel opportunities are limited and typically short in duration. Despite this, we were encouraged to consider what was described as a low-cost vacation option. We were explicitly told—multiple times during the presentation and again during contract signing—that the program offered weekly vacations for $599. Additionally, it was written down and explained that we would receive two RCI trips at $299 each. We were also assured that if we found lower pricing elsewhere, your company would match it and reduce it by an additional 25%. Based on these representations, we agreed to move forward. However, after returning home and finally gaining access to the account, we discovered that the actual terms do not match what was presented. Instead of fixed $599 weekly vacations, the program appears to only offer a 25% discount on bookings. This is a significant discrepancy from what was clearly communicated to us. We paid approximately $13,000 for this program, including an $8,000 deposit, and have not used any of the services. Since discovering the discrepancy, I have made multiple requests to cancel the account and receive a refund of our deposit, but have not received a satisfactory resolution. At this point, we feel that we were misled during the sales process. We are respectfully requesting a full cancellation of our membership and a refund of our $8,000 deposit. We believe this is a fair resolution given that the product does not align with what was represented and has not been used. We would prefer to resolve this matter directly and amicably. However, if necessary, we are prepared to escalate this issue further. Please respond promptly so we can bring this matter to a close.

When my wife and I vacation, we focus on four essentials: service, food, spa treatments, and a relaxing atmosphere. Secrets Maroma Beach delivered strongly across all four, earning an easy “A” from us. The resort is beautifully designed and well maintained. Although our initial reception wasn’t the warmest, the staff quickly made up for it with consistently attentive service. As a trained chef, I often bring my own spices because many all‑inclusive resorts struggle with seasoning — but not this one. Every dish we tried was flavorful, thoughtfully prepared, and visually appealing. Everything is made fresh daily...yes, even the buffet. The only area that didn’t match the quality of the food was the alcoholic drinks, which were just average. Even with the resort fairly busy, we never had to deal with the usual poolside “chair game,” which made our days more relaxing. If you plan to join activities like pool basketball, volleyball, or aqua aerobics, I recommend bringing pool shoes to protect your feet from the rough surface. The sargassum cleared during our last two days, which eased crowding at the pools and made the atmosphere even more enjoyable. Midway through our stay, construction began on a wall which cordoned off a large portion of the center of the resort that we later learned it will become a preferred pool and sports bar. As Preferred Club guests during this stay, we didn’t feel the current benefits aligned with what we personally value, so this addition may help future guests. The spa is gorgeous, and while the aqua therapy jets could use a bit more pressure, the overall experience was still relaxing. Special thanks to Sergio at the front desk for offering excellent massage package rates. Janet and Patricia also provided outstanding massages. Several staff members truly elevated our stay: Carolina and Aldo (front desk mgr and head concierge), Jose and Marvyn at the pool, Luis with his fantastic poolside pizza which always came with a quick Spanish lesson, Katya our building concierge, Leonardo our waiter at Bordeaux, and Alejandra, Julio, and “Brown Sugar” from the activities team. There were a few things we didn’t love. The resort coupons are restrictive and can only be applied in specific ways — I’d prefer to choose how and when to use them. The only way to have lobster tail at any of the restaurants, is purchase a $180 bottle of wine, which felt unnecessary. Every room is divided almost in half, by a small 4‑inch drop-off about 10 ft before reaching the patio door. This is very easy to miss when you first arrive. It’s lit by a motion sensor at night, but during the day it’s a tripping hazard. We eventually placed a chair at the edge as a reminder. Overall, despite a few quirks, Secrets Maroma Beach offered a beautiful setting, excellent food, warm service, and a relaxing atmosphere — exactly the combination we look for when we travel.

Our stay at Secrets Maroma was absolutely wonderful, largely thanks to the attentive and friendly staff who took such great care of us! The resort grounds are truly stunning. We noticed a small amount of construction happening while we were there, but it was minor and did not interfere with our vacation enjoyment at all. Our UVC point person, Isaac—he was incredibly sweet and attentive! The people at this resort completely blew us away and made my 60th birthday celebration so special. Fun Activities & Daytime Cooking: Guacamole, Paella & Taco Making: Participating in the Paella Cooking Experience was an absolute highlight! Helping prep the massive paella in the morning and eating it for lunch was a blast, and learning the secrets behind their fresh tacos and perfectly delicious guacamole was so much fun. Sushi Making Class: We also did the interactive sushi making class-it was so fresh and tasted awesome!. It was such a fun, hands-on activity to break up our pool days. Our Amazing Concierge & Room: Building 17 Swim Out: This room location was absolutely fantastic with frequent bar service. Guillermo (Building 17 Concierge): He was a total rockstar! So attentive and friendly. He went above and beyond including finding items I needed for my Physical Therapy, making my birthday extra special, anticipating our needs, and making excellent suggestions on how to maximize the utilization of offerings at the resort. Fabulous Food & Drinks: Dario (Beach Bar): Took wonderful care of us by the swim-out pool and beach. Grecia (Beach Bar): So sweet, attentive, and filled with personality. Eric (Bordeaux Restaurant): Incredibly attentive and made our dining experience wonderful. Veronica (Bordeaux Restaurant): Such a sweetheart! She gave us excellent service and even went out of her way to say a big hello when she saw us later in the trip. Jessica & Carmen (Flaming Coffee - Main Lobby Bar): Always served us with bright smiles and amazing coffee. Fun & Entertainment: Hector: He was so outgoing, friendly, and attentive, bringing the absolute best energy to our vacation! We are so grateful to the entire team for making our 4th trip to Secrets Maroma the absolute best one yet! The phenomenal service, consistent greetings with eye contact and a smile by the resort staff even including construction workers and maintenance staff, beautiful grounds, and fun activities made my 60th birthday celebration incredibly special. We will definitely return and are already planning our next trip back to paradise! THANK YOU!!!!!!

The resort is gorgeous, the staff is amazing and the room are exceptionally clean! This was our sixth time to Maroma and we will be back again very soon!!

We loved our first inclusive hotel experience! Secrets was wonderful and great kind staff. Angel and Frances at concierge were amazing! Thank you for always taking care of your guests!