Secrets Moxche Playa Del Carmen

"Inconsistent" is the best way to describe Secrets Moxche. Everything is a coin flip. Will they beautifully clean your room, or toss the pillows in a heap on the couch? Will the food at the same restaurant be delicious and mouthwatering, or under-seasoned and poorly prepared? Will they go above and beyond to help, or will they shrug and say "I don't know" and walk away to something as simple as asking what time it is. The whole trip was a whiplash of good and bad experiences, I've never been to a more inconsistent resort in my life. I have thoughts on the good, the bad, and the base structural issues. The good: -The pools, especially the main "grotto" in the middle, are excellent. Beautifully made, well kept, great temperature. The Preferred club on the 9th floor has a gorgeous view with an infinity pool. The attached bars are quick and heavy with the pour. The attendants (when they're there - weird scheduling) are quick to help. -The "not fancy" food, IE their Preferred club breakfast, the lunch places, taco stand, etc was generally very tasty and satisfying The bad (other than the inconsistency mentioned above): -Dinner at both their French and Italian places were super underwhelming. Except for a great pea/lemon spaghetti, everything felt bland, generically made, poorly prepared. Ambiance is fine, but they don't have the food down for a nicer dinner. -They don't air condition a lot of the indoor areas either at all, or enough. It's weird to step out of your cool room into a 90 degree hallway -You need to ask for everything physical. Key card? Need to download an app, they don't mention a physical key is an option unless you ask. Menus? QR codes for most places, again unless you think ask for a physical copy. It would be one thing if they offered both options, but no, they imply everything must be done on your phone -Related, there's a second app you have to download at check in to do any reservation, see times, etc. They don't give you a map or an overview of the property, they just say "there's a map in the app", but the app is a real 5/10. -Small thing, but one day there was no staff other than lifeguard at the large pool for the full first hour? It was weird seeing each group (in addition to us) awkwardly look around, see no one to help, then try setting up the very heavy and often times duck taped together / partially cracked umbrellas. -Bizarre policies that are super frustrating. A) I checked in advance to book the French restaurant for my wife's birthday, the first day of the trip. They said I couldn't book anything until I got there. So then we get there, and the moment I'm allowed to I try booking it. No reservations available that night. I talked to the staff and explained the situation, we're literally here celebrating her birthday, and they said "sorry, there's nothing we can do" and advised we eat at other restaurants with spots still available. B) We left our lockbox open on accident when we left the room, and the cleaning staff apparently has to close and LOCK the safe, and call front desk for the code. So we do, and they say "well actually we just have to send someone in there to unlock it". So then we have to wait 20 minutes for a staff to come in and unlock the safe, that we didn't want to be locked! It's security theater. If staff already had access to our jewelry / cash, then locking it after they're done cleaning does absolutely nothing for the safety of our belongings, the "risky" part already happened. Systemic: Fundamentally, this place is the definition of "looks nice, made cheap" -Lots of little things are just broken everywhere. Not "won't work" broken, but it just feels like no one is going around and really maintaining this place, it's just a policy of "only fix it if we absolutely have to". -Tiny elevators, not air conditioned, with flaking or improperly applied wood paneling, and some buttons not responsive. There's minimal staff elevators, so literally 1/3 of my elevator rides were with some cleaning cart taking up 70% of the space (again, SMALL elevators). Why would you make a luxury resort with such tiny elevators, especially if you're intending for cleaning carts to use them constantly? -The Hyatt app they force you to download is just not very helpful. Inconsistently shows hours of operation of areas, kicks you out once a day on average, doesn't let you sort restaurants by "open now" or by time of day meals, etc. Just really would have loved a single piece of paper with a property map on one side, and hours of operation of everything on the other side. -It seems like their staff hospitality training is very minimal? Not saying people weren't nice, they all were, but a lot of the staff members didn't know basic info about the hotel, didn't refer us to someone who could help when they didn't know, didn't close the loop on communication, etc. It just felt like a real game of chance on whether we would get a super capable staff member or one who felt like a new hire. -This is fully subjective, but we really did not like the very aesthetic of the hotel proper (again, pool areas great). It's big and black and sun-sucking, it feels like they wanted to look fancy more than they wanted to be relaxing / peaceful. There is so much big black tile and dark woods and low light bathrooms everywhere, it just doesn't make you feel relaxed, it feels outright foreboding. So with all the downsides, why is this a 3/5? Because the pools, drinks, and non dinner foods were all very nice, and that's a huge part of a resort vacation. So we got the core part of what we wanted in a trip, but all the other nice things about going to a resort were lacking. Didn't hate it, but absolutely would not go back, for this kind of price you can do better.

I chose Secrets Moxché because of Hyatt’s reputation for luxury and exceptional guest service. Unfortunately, my experience did not reflect those expectations. After my airline delayed my luggage, I was given conflicting information regarding transportation by an Amstar representative on the property. When I sought assistance, I felt dismissed rather than supported. I was later referred to transportation that resulted in a confusing and distressing experience at the airport, followed by repeated unwanted calls and text messages from the driver afterward. Most disappointing was the resort’s response to my concerns, which focused on denying responsibility rather than addressing the guest experience. My complaint has never been about the airline delaying my luggage, it has always been about how I was treated afterward while I was a guest at your resort. I hope Hyatt uses this feedback to improve how situations like mine are handled in the future.

We stayed for a week for a vacation in August. We were hoping to get a lot of rest and relaxation in during our stay. We both had never stayed at an all inclusive before so we didn't have any idea what to expect, but HOLY COW did Secrets Moxche blow our minds. This was both of ours favorite vacation, and it was all thanks to everything included at the resort. The food, staff, pools, activities, and rooms of this resort were all top notch. We walked away recommending it to all of our friends because of how truly amazing the experience was. The pools were all amazing and the staff that catered to them was great. The rooms were truly breathtaking and allowed for a great deal of comfort while being away from home. The housekeeping staff was also very great about getting the room in order while you were away. The FOOD was so delicious everywhere you went. We attended almost all of the restaurants and didn't have one bad meal. It was truly a trip of a lifetime and can't wait to go back one day.

Secrets Moxché was an exceptional experience overall and absolutely lived up to the Secrets brand in so many ways. The food was outstanding throughout our stay, with excellent quality, variety, presentation, and service. We were genuinely impressed with the dining options and felt the resort did a fantastic job creating memorable meals and experiences. The cleanliness of the entire property also deserves recognition. The resort was beautiful, well maintained, and consistently spotless. Our room and the common areas were kept in excellent condition, which made the stay feel even more luxurious. The staff were another major highlight. From the restaurants and bars to housekeeping and guest services, we encountered so many friendly, attentive, and hardworking team members who made us feel welcome. Their hospitality was one of the reasons we enjoyed Secrets Moxché so much. The one area we feel could be improved is the spa experience, particularly the hydrotherapy circuit. We have visited other Secrets resorts and had noticeably better and more polished spa experiences. For a resort of this caliber, we expected the hydrotherapy circuit to feel more organized, relaxing, and luxurious. We were also concerned to notice spa staff appearing to reuse towels that previous guests had used on chairs rather than replacing them with fresh towels. Given the otherwise exceptional cleanliness throughout Secrets Moxché, this stood out and did not meet the hygiene standards we expected, especially in a spa environment. We hope management reviews this practice, as improving this aspect of the spa would make the overall resort experience even stronger. Despite that concern, we had a wonderful stay at Secrets Moxché. The exceptional food, beautiful and immaculate property, and genuinely fantastic staff made our trip memorable. With some improvements to the spa and hydrotherapy experience, this resort could be truly outstanding from beginning to end.

The service at this resort is impeccable. We have stayed at several other secrets resorts and Moxché did not disappoint. The resort has a little something for everyone and is quite large. There are many pools to choose from depending on what vibe you are looking for. At the main pool David is the absolute best. He makes sure you have everything you need and never stops checking to ensure you are comfortable. Carlos also attends to your beverage needs and has great recommendations for special cocktails not on the menu. The overall cleanliness is superb. Staff are constantly going around cleaning the walkways, pools, dining areas, etc. our room was also kept exceptionally clean. The best part of this resort is the food. Each night you have so many restaurants to choose from as well as lots of entertainment. 10/10 for us!