Secrets Moxche Playa Del Carmen

The entertainment team is wonderful; they do their best to ensure you have fun, but the pool staff is very aggressive and mocking. I asked for a non-alcoholic margarita for my pregnant wife, and the waitress, Rosa, replied that such a thing didn't exist. The bar staff, however, is very attentive. The next day we went to the other pool, and the staff there was a bit warmer. Not everyone provides the 5-star service the hotel advertises; the food isn't that great, and the air conditioning doesn't work. It’s a shame it’s not the same as it used to be. My wife and I chose this resort based on friends' recommendations—including specific employees—but most of them no longer work there. We were looking for signature drinks from a bartender we’d been recommended, only to be told he no longer works there. The room was good, though, with a beautiful view. When you weigh the price against what the hotel offers... It’s not worth paying that much.

I came to this resort to celebrate my 40th birthday, and … from the very beginning of our trip, it was absolutely amazing! I really feel like we picked the perfect place to celebrate such a big milestone. First, let me talk about the check-in because this impressed me right away! 😂 We were checked in and in our room in less than 30 minutes. If you’ve stayed at resorts before, you know that is FAST! After traveling, the last thing you want to do is stand around waiting forever to check in. We were able to get settled and start enjoying our vacation almost immediately. We actually ended up staying in two different rooms during our trip, and both were in the building: We started out in a swim-up room and later moved to an ocean-view room. Nothing was wrong with either room at all! We had modified our trip dates, and the swim-up room wasn’t available for one of the days, which is how we ended up switching to the ocean-view room. Honestly, both rooms were great, and we enjoyed having the chance to experience both room types. The resort itself was beautiful, intimate, and peaceful. I really loved the atmosphere. It felt like you could truly relax and unplug, but at the same time, there were plenty of places to have fun, listen to music, party, celebrate, and enjoy yourself. So whatever mood you were in that day, you had options! One thing we really appreciated was that there was no sargassum, so we were able to fully enjoy the beach. We even got to enjoy a barbecue right on the beach, which was such awesome. 🌴 🍲 And….. the FOOD! 😂 There was so much of it! We tried a couple of the restaurants and also ate at the buffet, and overall, everything was good. The breakfast buffet was definitely one of my favorites because they had SO many options. You could definitely find something no matter what you were in the mood for. We also went to the spa and did the hydrotherapy experience, and it was great! It was exactly what I needed. The spa was beautiful and relaxing, and our attendant was very attentive and made sure we were comfortable throughout the experience. Definitely something I would recommend doing while you’re there. We did order room service a few times (who am I kidding everyday!!! 😃) and the food was pretty good. My only suggestion would be to have a few more options on the menu, especially when it comes to desserts (personal bias, I love to try different desserts). Because sometimes you don’t want to leave your room… you just want to order some food, relax and have a good dessert! 😂 Honestly, I can’t even tell you what my favorite part of the trip was because I enjoyed it ALL! ❤️ It was the entire experience for me. Being able to relax, enjoy good food, celebrate my birthday, spend time with the people I love, enjoy the resort, and just take everything in made this trip so special. Turning 40 is a BIG deal for me, and I really wanted to do something that I would remember. This trip definitely gave me those memories. 🥂✨ We had such a great experience that we are already talking about coming back! We definitely plan to return to this resort and also check out some of the other Secrets properties in the future. If you are thinking about booking this resort, especially for a birthday, anniversary, couples’ trip, or just because you need a vacation… GO! 😂 You can relax, you can party, you can eat, you can enjoy the spa, or you can literally do absolutely nothing all day. There really is something for everyone. Overall, I couldn’t have asked for a better way to start celebrating my 40th birthday (it’s actually in a couple of days). It was beautiful, relaxing, fun, and filled with so many great memories. 10/10 would absolutely do it again! ❤️🌴🥂 Thank you for making the start of my 40th birthday one!

Our stay at secrets moxche has been horrible. The front desk staff and reception staff are rude and dismissive. We have been to two other secrets resorts and have had truly wonderful experiences, which is why we decided to stay at this location. Needless to say, it was a mistake and I would not stay here again. The reception desk is clearly annoyed anytime they are asked a question, so perhaps they would be better off finding jobs that are not in hospitality. The property is dirty and in many areas they have clearly decided to defer maintenance. We booked as preferred and have not been treated as preferred, so don’t waste your money on paying for that upgrade. There is only one working elevator, with no estimated date of repair. Many guests, including us, just opted to start taking the stairs. We weren’t here long before we were advised that we needed to be moved to another room because of a maintenance issue. We were unaware that there was a maintenance issue and it was a hassle to move rooms after we had already settled in and unpacked. If you are someone who has enjoyed secrets properties in the past, stay far away from this one. You will be disappointed.

Stunning resort! The resort is absolutely beautiful. We were disappointed in the level of customer service. Every customer service/concierge request was met with no answers/inability to help/lack of customer service. We were told when checking in that we were receiving a complimentary bottle of sparking wine in the room. Upon getting to the room, we hadn't received it. We sent in a request for it through the hotel concierge app, we still never received it. By mistake, we made our last night dinner reservation for the day of departure. Upon checking into the restaurant for our reservation, they alerted us that it was for the next day (we would already be gone). The restaurant with unable to make any accommodations for the mix up. We booked a golf tee time through the resort and made numerous trips to concierge to get the pick up time coordinated. We ended up having to call the golf course the day before our tee time to coordinate the pick up time ourselves. Lastly, we booked a "luxury snorkeling Cozumel adventure" through the hotel. This was an entire day wasted of our vacation. We booked a 4 hour excursion that lasted 10 hours. We spent less than 1 hour in the water snorkeling. The snorkeling was absolutely abysmal- we could have seen more off the resort beach. We were fed a "light lunch" to get us through the absolutely awful 10 hour experience. This was not luxury and nothing met even basic standards.

We have visited three prior times, service, food and beverage have always been fantastic. This 4th time the food was subpar, no scrambled eggs two days in a row, watered down drinks, staff was friendly as always, but we will not return.