Secrets Moxche Playa Del Carmen

Wow, what a great experience we had at the Secrets Moxche in June! Some of the best service we've ever had in Mexico. Hotel was amazing, grounds are wonderful, pools were everywhere & food was exceptional. Our daughter has a gluten allergy & the on-site nutritionist was a rare level of service. Helping us navigate the various restaurants & culinary staff to ensure every meal was prepared perfectly for her. Can't speak highly enough about this added level of customer service. Only draw back was the beach (which we knew prior to booking). The lagoon pool more then made up for that. First time at a Secrets property. Did not disappoint.

I booked a 5-day, 4-night stay at Secrets Moxché to celebrate my 18th wedding anniversary. Instead of a luxury getaway, the experience was a disaster from the moment I landed in Mexico. Ten minutes before landing — with no prior warning — I received an email that the transportation I had booked through Hyatt Experiences using Amstar was canceled. I had to scramble to arrange new transport mid-flight at my own expense, in the brief window before losing Wi-Fi. It was pure luck that I even saw the email in time. When I arrived, my “Preferred Club Master Suite Ocean Front” room overlooked a large active construction site, not the promised view. The terrace was fully covered, blocking the sunbathing space that had been specifically guaranteed to me via World of Hyatt chat. Beware of the attempt to upsell to the room experience you were promised pre-arrival upon check-in. The resort itself was equally disappointing. Most food venues were closed midday, despite listings in the inclusive app suggesting otherwise. Staff were dismissive, the pools looked dingy with most chairs shaded, and the cenote pools were uninviting. The only attractive swim area — the man-made beach pool — was largely inaccessible due to a wedding setup. Worse, I discovered a significant safety concern: outside my room was a lookout area that allowed someone to walk along the row of terraces, and if a balcony door was unlocked, they could easily enter another guest’s room. During my 15-hour stay, I spent most of the time in tears, either trying to rearrange plans to leave or sleeping to escape the disappointment. I checked out the next morning and flew back to Boston. The resort refunded 3 of the 4 nights, but never addressed the ruined occasion, the emotional impact, or the specific safety and service issues I raised. To make matters worse, I received multiple guest surveys while already home — before the resort had even confirmed any resolution — which felt insensitive and tone-deaf. This trip was meant to mark a milestone in my marriage. Instead, it became one of the worst travel experiences I’ve ever had, leaving me with an anniversary I wish I could forget. A partial refund cannot replace the lost memories.

Stunning Property! Food was Ah-mazing! Entertainment options were great! The service from everyone was ON POINT. The room was spectacular- very spacious and the amenities in the room did not go unnoticed! I loved the variety of pool options and beach options. It never felt crowded and I never had a hard time getting in any of the restaurants!

Had a wonderful time . The staff went above and beyond to make our visit special, and the stunning view was the icing on the cake.” • “We were greeted with genuine warmth and treated to a view we’ll never forget—truly a memorable experience.” • “From the moment we arrived, the staff made us feel welcome, and the scenery made us never want to leave. Excellent staff always very tentative

This is an amazing spot for a romantic get away or fun with your friends. This location is very relaxing and has a bunch of options for resturants and activities.