Secrets Moxche Playa Del Carmen

We have stayed at 7 other Secrets resorts and 1 Zoetry resort over the last 10 years. Moxche was by far the most disappointing. We have been UVC members for all the stays, and this resort barely acknowledged this. Service was terrible, food below average, prices very high, and very unorganized. Overall beach experience was below average. Our initial room was probably the smallest room at the resort. We only got upgraded (which is standard in our UVC contract) after we threatened to leave the resort and possibly discontinue our UVC membership. We know we were lied to by the Preferred Staff initially when we demanded a room change. I don't believe the staff has been well trained. For instance, it was common for the cleaning staff to enter your room even if the Do Not Disturb light was on. The sidewalk going through the resort was also in very tough shape. Many potholes and broken out areas. You really had to watch your feet when walking to avoid trip and falls. The only restaurant that lived up to expectations was the Italian one, Allora. The French restaurant was reasonable, but often out of dishes even with a very limited menu. The Mexican and Ember steak house quality was very poor. Drinks were also very poor. Quality was bad. Very watered down. The only way I ever got a good drink was to literally tell them how to make it and watch them do it. Concierge service was essentially non-existent. In summary, we will never visit resort again. It is far below the standards advertised and not worthy of being called a Secrets resort.

Let's start with the positive! The resort itself is stunning. The grounds, the pools, the restaurants are all very well designed and maintained. The rooms are very unique, luxurious and always exceptionally clean. Bathroom has great mirrors for selfies haha! In terms of the negative, there isn't much, but there were a few instances where I felt that they were trying too hard to be "fancy" but let's be honest, at the end of the day it's an all-inclusive resort in Mexico - not the Ritz Carlton. If they stopped focusing so much on being fancy, they might be able to to provide better service. For example, when you go to the buffet in the morning, they do this weird dance where they take your name and room number then ask you to sit in the waiting area for someone to take you to your table. It seems like an unnecessary step, to create some illusion of exclusivity by calling you by your name, but it simply seems to irritate all the guest by making them wait for a table when the restaurant is nowhere near full. At points, the "waiting room" had 20 people waiting for tables. It's a similar experience for lunch and the à-la-carte restaurants at night, but even worse at night. If you're not there right when they open, you risk being given the dreaded "buzzer" that will let you know when a table is available. In theory, a "no reservation" system sounds like a wonderful idea, but, it's very flawed. It creates a level of stress around dinner time, will I get in or not? I'm not the type that wants to eat dinner around 9pm, so, my best option was to go right at 6pm to ensure we got a table. We didn't know this the first night, so, we showed up to the Italian at 7:30pm. They gave us a buzzer but were very vague about how long it would take to get a table. When I asked, they said maybe an hour, maybe less. An hour later, I went back for an update as the buzzer hadn't gone off yet. She told me there was still 13 tables ahead of me! I handed the buzzer back and went to the Mexican, which I was able to get into right away, because, it is the least popular à-la-carte restaurant. As for the food? The Breakfast Buffet is above average, meanwhile the Seasoul Breakfast à-la-carte is not worth it, unless, you want a view of the beach. For lunch, the Seasoul menu is delicious and the market buffet also offers a lot of options if you don't mind walking back to the lobby. I didn't try the vegan restaurant. The dinner restaurants are pretty good, but, it really depends. The best is probably the Italian, followed by the Japanese, French, Grill-house and Italian. The buffet at Seasoul at night was also very good, but, if you have a cold night, it's not always the most pleasant place with the wind. I also feel like they need to add more chairs, especially on the beach! I've never been to a resort where I had people begging to know if I was coming back to my chair when I left for lunch, because there was literally no where left to sit. I saw couples fighting because there weren't any chairs left, lol. I get it, it's annoying to have to get to the pool/beach by 7:00am if you want a chair. It would be beneficial if they had an extra stack of chairs, like most resorts do, in the case that all chairs are full. All and all, we had a great time (weather could've been better, but not the resorts fault haha). I took a star off, because I really think this hotel is doing its staff a disservice by enforcing these odd standards around getting a table. It also seems to set a negative tone with guests, and who wants grumpy guests? According to people I spoke to, they said this was the most disorganized Secrets they've been to, which to me says, there's definitely room to improve.

The hotel put us in a room that we had to call three times to get the air conditioner repaired even though they told us it was repaired. The thermostat never changed in 24 hours. It was over 80° in the room for 24 hours three phone calls to get it fixed, correct then housekeeping did not come for three days. We wish to extend our reservation one day and the best the hotel would offer us with $730 for one extra day, this is unacceptable when I pay nearly $4000 to stay at this resort. I’m very aggravated and cannot seem to get anywhere talking to anyone here at the hotel. They’re in it for the money not for taking care of the customer.. we lost one day of our vacation because we couldn’t sleep in the room. It was cooler outside than it was in the room for 24 hours. I don’t know what they have going on here but they need to train their people to fix things right the first time I should not have to call three times to have it repaired and they’re not apologetic and they’ve done nothing to make it right and I wanna know why I have to pay $730 for one extra night since you ruined one of our nights. The hotel should be offering one extra night at a heavily discounted rate or comping the one night since you ruined one night of our vacation that we already paid for.

We loved staying here! The food is outstanding! Very clean well kept hotel and grounds. There is a pool for everyone. If you want more of a upbeat parry atmosphere hit up the lower pool near the beach. If you want more laid back the lagoon was beautiful. If you are a book reader, the cenote pools were very quite. Rooms are beautiful and you cant beat having your own tub on the balcony. We used it everyday after dinner. It is a little dark in the rooms so if you need more light for your makeup, bring your light up makeup mirror. They have one in the room but it was still pretty dark. Staff was very friendly and always willing to help with anything. Our only complaint was the drinks. I was not a fan of the wine and the syrups for the frozen drinks were not good at all. Margaritas and mojitos were made with Fresca. I really wanted some fresh lime juice. Overall this has been the best place i have stayed at in Mexico. Absolutely beautiful establishment.

We recently stayed at Secrets Hotel and, despite a few days of rain, thoroughly enjoyed our time there. The entertainment team truly stood out, making every moment fun and engaging. Their energy, creativity, and commitment to guest enjoyment elevated our experience, rain or shine. From poolside games to evening shows, they ensured there was always something to look forward to. The hotel’s amenities were excellent, contributing to a luxurious and relaxing stay. The facilities were well-maintained, with everything from the pools to the spa meeting high standards. A particular highlight was the live music in the evenings, which added a sophisticated yet laid-back touch to the overall atmosphere. However, one area where we felt improvement could be made was the wine selection. Considering the calibre of the resort, we expected a broader range of wines to be included in the package. While premium bottles were available for purchase, the limited included options were slightly disappointing. That said, this minor drawback did not overshadow our overall enjoyment. Secrets Hotel provided an excellent blend of relaxation and entertainment, and we left with wonderful memories. We would certainly recommend it to others and look forward to returning someday.