Impression Moxche by Secrets

Everything was absolutely amazing - grounds, room, service, food, entertainment, etc. Victor at Seaside is the best server we've ever had anywhere and he definitely needs to be promoted, we only asked for him every night. Ari, Axel, Sergio, Miguel, Regina, Jose and Christian on the entertainment team are all wonderful and made it a lot of fun!

With the promise of being one of Hyatts most premier All Inclusives, I splurged for a special anniversary trip. I had really high expectations, and perhaps that's where I went wrong, because, well, most of them were not even close to being met. PROS * the private pools that Impressions guests are given * the food - generally at a high level * the entertainment (nightly show) CONS * dirty room * service failures every day, across room service, butler/concierge service, meal delivery * the price - nothing wrong with paying top dollar but you should expect it comes with reflective service and here the value-delivery gap is far too great * pre-trip promises disregarded upon arrival, and without any resolution. * lack of service recovery during and post stay. We made a deliberate decision to stay at this property not only instead of others nearby, but on the most premium/exclusive Impressions side. The cost per night was eye watering, but as a special anniversary trip, we felt it was worth it, and did lots of pre-trip planning, scoping out the restaurants, and options for maximizing the stay. Upon arrival, it was to pre-arranged for an early check-in and instead we were left to loiter in travel clothes for the better part of a full day. We were not notified when the room was finally ready. We had arranged for specific amenities to be in the room once we got there, and they messed this up with allergen based food and drink that we'd been intentional to plan around. There was no apology, no recovery for our entire 4 nights there, instead, the stuff remained and we had to discard it ourselves. The initial room experience was as expected, nothing untoward - until we realized consistent lack of basic attention to room turns. There were visible remnants of the previous guests; need I say more. Really unsavory, and approached housekeeping and our butler to have it rectified....nothing on the first night, and then by the next day - some of the problem furniture/furnishings were simply moved from one place to another (still in the room). It started to look like it was more 'punked' comedy at this point. We visited the impressions moxche breakfast area and the breakfast with 2 other guests and 1 waiter, took around 90 minutes. We had planned to engage in some of the on-property activities, thinking it would be a regular 45 minute or so stay, but more than double with most of the order consistently messed up; and a waiter that appeared to understand English, but so obviously did not. A highlight was the Mexican restaurant which really showed the flavor, flair and way that some Mexican cuisine puts what we're used to, to shame. That was a fun night. Daily room services (lacking any turn down...ok not a huge drama, but still, it just seemed continually as if our room was on the 'skip them' list or something) replenished coffee pods with 1 coffee pod, and towels that were left on the floor for changing, got ignored. The promise of a butler was things as nonsensical as "please run my bath for me" and as if we ever had an inkling to take them up on that....never! But quite honestly, we basically didn't hear from our 'butler' except a daily check in to see if we wanted to buy something else on the resort, like a palapa or a massage. It seemed like our long lost friend and I hadn't seen each other in years, and they'd since joined a company that did robo calls and they were trying to make it 'authentically personable'. It wasn't, and in the end, I just mentioned that we were totally fine, and quite happy to meander about our remaining time independently. On our checkout day, we were asked at 11am when we were leaving, despite having earlier in the day been promised a late checkout to 4pm. This was then revoked, and put to 2pm, so now we had to scramble and change our plans. We'd arranged private transportation and it was insinuated that they were not the normal service and likely fraudulent. Made to feel a bit like we were somehow outsiders or something. The constant "My pleasure, Senor" long had lost its luster. It just all seemed put on, and the overall summary I would say is the resort feels tired, and lacking energy. We wouldn't return, and wouldn't recommend others stay here. It left a really unpleasant feeling in our mind, and has tainted the overall view we have of the inclusive collection Hyatt market.

Absolutely perfect trip! We enjoyed every aspect of the resort. The room was luxurious and comfortable. Our butlers, Alejandra and Xochitl, sent the whole experience over the top! The food, spa and pools were all outstanding. We will definitely be back.

Overall, I enjoyed my stay and the resort staff was amazing! I really appreciated how pretty much everyone was super friendly and helpful - some staff genuinely having conversations to get to know you. One of the resorts they have even came up and gave me a bottle of wine one day just because. And I really have to emphasize how great the housekeeping team is, the entire resort is super clean. You will not find dust or trash anywhere! I also loved how much there was to do on this resort, you could go to the very fancy sports bar or the speakeasy at night (and that’s after a Broadway or Vegas level type of show experience at the Theater). At night, you can walk around and find tacos made to order or even try a tasty Mexican dessert called marquesitas. There are a ton of pools and they were all super clean so if you were a fan of pools, you will love this resort. The food overall was very good, Bamboo, Cielo and Teodoro were my favorites. But there were a few things the resort needs to fix. First, I was pretty confused about the bars—especially the Impressions bar—because they kept running out of premium liquor. I mean, how does that happen two or three nights in a row at a high-end place? Second, the wait times for dinner were a huge letdown. Waiting behind 25 or 30 groups doesn't feel premium at all. And honestly, having to call every single day just to get the mini bar refilled was annoying; I've been to cheaper resorts that handle that better and give you better snacks, too. Finally, the Coco Café really needs an upgrade. Every time I went, no matter the time of day, they only had a couple of tired-looking pastries out, which definitely wasn't up to the standard of my last trip to Secrets Cap Cana. Other than that, the beach was better than I expected. It’s not a wide, white sand beach by any means but it definitely is relaxing and they have quite a few areas where you can just enjoy the ocean. Overall, not a bad experience and with just a few minor tweaks, this resort would be absolutely amazing. And at this price point, I expect it to be amazing.

We had a great experience at Impressions Moxché, was able to snag rates at 42,000 points a night and was well worth it. The hotel is beautiful. Everyone was so nice and went above and beyond especially at Cielo by the rooftop pool. Did they hydrotherapy at the spa and it was such a fun experience. Would highly recommend especially if you can get a free stay with points