Secrets Maroma Beach Riviera Cancun

We spent 5 days at Secrets Maroma and it was one of our best resort experiences. We were preferred club guests. The resort is beautiful; it was undergoing some renovations but we didn’t find it took away from our experience. The food was excellent. We tend to go to bed early but everyone seemed to enjoy the entertainment. We wanted to call out a few staff members that made our experience even more special. First, Eduardo in the preferred club bar/area. He was so friendly and taught us all about tequila. Angel and Monika took us on a bike ride and taught us about turtles and Mayan culture. Monika, Emi and Daniel taught some great water aerobics classes. Finally, Alejandra and Marcello took us on a unique behind the scenes kitchen tour.

The resort was beautiful. Marco our concierge at Secrets Maroma was wonderful! He updated us with a daily schedule and promptly answered any questions we had!

We booked Secrets Maroma Beach for our engagement trip because of its AAA Five Diamond reputation and expected it to be a once in a lifetime experience. Unfortunately, it turned into one of the most disappointing vacations we have ever taken. The biggest issue was that the resort was under significant construction, and we were never informed before arriving. Several areas of the property were closed, there was constant construction noise throughout the day, and parts of the resort frequently smelled like sewage. Had we known the extent of the renovations, we would have postponed our trip or booked somewhere else. The most concerning experience happened when we found insects in our mattress that we believed could have been bed bugs. Whether they ultimately were or were not, the response from the resort was unacceptable. Instead of treating it as a potential health and safety issue, we were told we could simply go back to our room and change the sheets ourselves. We expected to be immediately moved to another comparable room while the room was inspected and to receive guidance on how to protect our belongings. For a resort that hosts thousands of guests every year, it was shocking that there did not appear to be a clear protocol for handling a suspected bed bug situation. To make matters worse, front desk employee José Dominguez, Night Manager Daniel, and Day Manager Catherine were dismissive of our concerns. We were told there were no comparable rooms available, even though we had just toured several vacant rooms earlier that morning during the Unlimited Vacation Club presentation. The only room we were offered was a downgrade, and at no point did anyone apologize or attempt to make the situation right. We also overheard staff speaking negatively about us in Spanish, which was incredibly unprofessional. Before arriving, I let the resort know we were celebrating our engagement and even communicated with Estephanie beforehand. Nothing was done to acknowledge the occasion until Talia became involved after we brought it up again. Talia was kind and did what she could, and we appreciated her help, but it should not have taken repeated requests for the resort to recognize such an important milestone. The Unlimited Vacation Club presentation was another disappointment. We were told it would last 90 minutes, but we were there for more than two and a half hours. We repeatedly tried to leave, but the sales staff kept bringing in new people and continued pressuring us. We were also told we would not receive the promised spa coupons until the presentation was over, which made us feel like we had no choice but to stay. Our departure was just as frustrating. The employee assigned to help with our luggage arrived late, and we came very close to missing our airport transportation because of the delay. The only issue that was outside the resort’s control was the heavy sargassum, which made the beach difficult to enjoy. While we understand nature cannot be controlled, combined with the undisclosed construction, poor communication, and disappointing service, it made for a very different vacation than the one we thought we were booking. This was supposed to be our engagement trip and a celebration we would always remember. Instead, we left disappointed and feeling that guest concerns were not taken seriously. For a resort that promotes itself as a luxury Five Diamond property, we expected much better.

We had an amazing time at Secrets Maroma. Our concierge Angel was spectacular. He was always willing to help us with our schedule and necessary accommodations. The food, the environment, pool and beach were outstanding and we had an amazing honeymoon. This place has top-notch customer service and we were happy the entire trip.

We spent our honeymoon at the resort and it was phenomenal! 5-star service, beautiful resort, delicious food, and convenient help from our wonderful concierge, Angel. He was very helpful with scheduling activities and proactively reached out to see if we needed anything. Also, if you’re someone with dietary restrictions, this is a great place. They’re extremely accommodating and careful. You won’t regret visiting!