Secrets Moxche Playa Del Carmen

Keep expectations low if you been to other secrets resorts. This place was such a disappointment. They get 2 stars for some of the food and service at times. Short version: PROS: - multiple pools -cool infinity pool - food is a hit or miss at restaurants -preferred club food and buffet is good -check in was OKAY (no one offered us champagne on arrival) -check in preferred lounge is nice CONS: -BUGS!! BRING YOUR BUG SPRAY. LOTS OF MOSQUITOS. Roach in pool too! -NO RESERVATIONS FOR RESTAURANTS PRIOR TO ARRIVING. They don’t even check thier emails even if you ask ahead! -making reservations for restaurant is impossible when you just arrive and only have 3days here -walk in restaurants is terrible. (See below) - garbage and useless apps for room keys and making resy -No 4th of July fireworks**** -no butler service for preferred -no champagne or anything special for our anniversary -ALL POOLS are HEATED ( which is gross when it’s hot and humid already) - Slow elevators with no AC (you will sweat by time you get out) - rooms are outdated and coming apart. Terrible bathroom smell coming from toilet -flashing light from the fire alarm - AC IS centrally Controlled. I tried to make it cooler..nope it was hot at night - DO NOT BRING HEELS. The stone pavers are uneven around pools with potholes. Anyone can bring an ankle. - Preferred was nothing special. Beach view with empty parking lot. You pay extra for just the infinity pool and preferred restaurant. That’s it. -Asado party was ridiculous. Waited in line for 30min to get a seat. -customer service was great except when we complained (see below) -restaurants are dark! Long version: We had very very high expectations from this place from watching videos of travelers on YouTube hyping this place for us. We usually go to Maroma every 4th and we wanted to try this place to see if it was better. And OH BOY, we made a mistake. If we are paying $750 a night, I expect high quality!! Plus more since we paid for preferred! But for preferred, you only get to eat at the preferred observatory and swim in the infinity pool. This was worth it just to do this! But would we come back again..NO. Check in process: We arrived and no one offered us any champagne! We were lucky to be the first ones because it’s such a long process especially with preferred. The check in Lounge was nice and had food/bar as you wait. They tell you to download an app for the resort where you can check events and make reservations for restaurants. The room key is also an app. Never worked for us! The applications were always loading when you were making reservations. It just never work. Garbage apps. Don’t waste your time. Just get a hard key! Rooms: We got a happy anniversary banner and that was it! No bubbles or treats like Maroma does it. So sad! BEACH view means partial view and rest a dead parking lot. They said there will be a hotel built in open space. I do not recommend to stay in junior suite on that side since who knows what will be constructed there. Rooms are pretty much getting worn out. They like need to fix the shower door that barely opened. There’s like mold growing. The rooms were spacious and nice but kind of falling apart. The smell in toilet was horrid. I don’t know what is up with that but it just smelled bad all the time! The fire alarm kept flashing at night. We had to wear eye masks. The AC was working well during the day but at night, it was hot AF. We had to turn on the fan. It said 17 C but it felt hotter at night. Fridge had drinks but my husband was so confused why there wasn’t beer from Mexico and it was beer from Amsterdam. Weird. Room service is slow. Takes 1hour! But the staff were nice. No butler service here like Maroma gives you as preferred. Plus you can text your butler directly over there. This preferred benefit here has none of that. POOLS: infinity pool at preferred area on observatory was the only saving grace here. It was pretty cool. You gotta get there early because it does get busy and cabanas/lounge chairs get taken so fast before 10am. Luckily they didn’t charge extra for these! The infinity pool was the only cool water pool in the morning but later it does get warm at 1-2. I do not get why they warm up all these pools! It’s hot as heck here; why do I want to swim in hot pools??? we tried the other pools and every pool was heated! It’s so gross! Service was great at preferred area! Jugo took care of us! The stone pavement walkway needs to get fixed. Lawsuits waiting to happen. There’s like potholes and uneven pavement. Not heels friendly! So leave those at home. You don’t want to break an ankle plus there’s so much walking to do here! I found a roach in pool before I left. See pics Restaurants: So we only stayed 3 days here for 4th of July… I didn’t know this until I arrived but YOU CANNOT MAKE RESERVATIONS FOR RESTAURANTS UNTIL YOU ARRIVE! I was so mad because we came here for our anniversary and I had emailed them ahead of time to make a reservation for the Japanese restaurant when we arrived. No one ever answered my email!! They told me when I got there that you can only make a reservation once you arrive. We arrived on a Saturday…surprise surprise..everything was booked!! I even asked concierge to make a reservation but she said the same thing- everything is booked. But she said we can walk in when they open to get a seat then. That’s what we did. We tried the Ember and Suki. We weren’t able to make any reservations for any of them on this 4th of July weekend. -Ember- it was okay. Too dark!! Mosquitos were inside! Bone marrow was delish. Their main steak was just a flank! You want something better- PAY UP. I got the brisket which was good but nothing spectacular! My husband for the tuna and he really liked it but I honestly think he was just really hungry. Service was great here. -Suki- nothing spectacular. We couldn’t get reservations here especially for the teppanyaki. Forget trying to reserve that since it’s only sits about 16 people. Since we couldn’t reserve- we walked in 5:30pm exact. They had plenty of tables available. The captain didn’t ask us what we preferred to sit. As the hostess showed us where to sit, she was leading us outside. I told her we didn’t want to sit outside but she said there were no seats inside and they were all reserved. Okay fine, we sat outside. Not even 5min in, I got bit multiple times by mosquitos. I told the waiter I was allergic to them and if we can move inside since there was plenty of tables still available. He also said no because they are reserved. So we pretty much sucked it up. He did try to move us closer of the door which had less mosquitos.. but I was over it already. We ate and then I saw there were like plenty of tables still available!! I was so mad because we only sat down for 45min and there was plenty of seating. Meaning people no showed! They didn’t even ask us to move inside when people no showed. I was so upset! I tried to get the manager which she said- oh we can’t sit you inside if there’s reservations. But I’m like okay well there are plenty of tables available since we’ve been here. She said we have to still save them for those with reservations. She tried to apologize..but didn’t offer any alternative to solve this. My husband ask to get the Japanese beer off our bill and she said she couldn’t do that!! What kind of customer service is this!!! So of course, I’m going to guest services for this poor treatment. I had to wait 30-40min to talk to their restaurant manager. She didn’t offer anything but an apology! My husband had to again ask to take the beer at least off our bill. She said she will try to that. We get our hotel bill next day- she didn’t do it. What a JOKE customer service. It just shows what service you get here. Everyone has been great when we arrived expect this Suki restaurant and the management! The food wasn’t even that great. Literally just fried shrimp, dumplings and plain sushi rolls. This just ruined our whole experience. I honestly couldn’t do anything rest of day because I had to take my allergy meds. -Asado party- They threw a party on the beach for 4th of July. This was so disorganized. We got there 5min late and we waited in line for like 30min. They had to seat everyone which the line wrapped around the restaurant. It was so packed! I was over it. I never had to wait this long at Secrets Maroma. By the time you get in, there’s a long line for the buffet.My husband and I just grabbed ice cream and headed back to hotel. My husband tried to come back for the fire show and he said he couldn’t see anything because there was such a big crowd around them. He literally left and came back to hotel. If you paid extra to get a table and made a reservation, of course you get seated right away. Talk about money hungry at this place. -Marketplace buffet- this was pretty good with lots of options! They had prime rib and ribeye for lunch! No wait here. I honestly do not understand why they close this place for dinner. It’s like they intentionally want you to go to restaurant! They were closed on non-holiday 7/3..that’s when we had to go to the restaurants. -Coco Cafe- pretty good. I like the matcha tea latte. This location doesn’t have ice cream like Maroma. Cookies were only thing I like. Soft but not sweet. -Preferred Lounge At Observatory- this is the best place we had eaten for breakfast and lunch. We had to get our money’s worth here. I love the chilaquiles. Short rib tacos were good but lots of fat! I liked my chia pudding and the empanada. My husband liked everything here. I like their mimosa cart and pastry cart. Get the flan pastry! That was good Gym- it’s nice. Spacious. Ice cream was so hard to find here! We only found it at the big Asado party! Maroma had ice cream trucks last year and at coco cafe! Secrets Maroma had us spoiled. We expected fireworks and ice cream everywhere. None!! Maroma always had a great 4th of July show, parade, fireworks, and ice-cream trucks! Overall, I would never ever come back here. I’d rather stay at secrets Maroma for the 4th and my anniversary. This place is bigger and accommodates more people including guests from Impressions. Therefore, you don’t get that individual and unique experience…you are just another guest here even if you have preferred. Such a disappointment.

This is a true luxury hotel, Food excellent, ambience excellent, customer service excellent. 200% would recommend and would come back! If you’re wondering If you should book, book!!!!! I’m from Jamaica and the comparison is great! Book it!!!

Ilse and Gabriella and Ari and Sergio axel and Daniela and Miguel were the BEST party starters. Absolutely obsessed with this resort and will be back!! We loved it here so much!!

Our stay exceeded every expectation and was truly one of the best vacations we ever had. From the moment we arrived for our honeymoon, we were welcomed with genuine hospitality, and every member of the resort made us feel like family. The food was delicious and each staff member was attentive. It was a pleasure to be greeted every morning and lunch time with a smile. Every restaurant offered delicious, food, and the quality and variety was outstanding. The atmosphere across the entire resort is stunning, luxurious, impeccably maintained and most importantly relaxing. The entertainment and activities made our stay even more memorable. We loved participating in the pool basketball. Painting with Stephanie was another highlight, and there were always engaging activities happening throughout the day and evening. The entertainment staff did an amazing job keeping the energy high. A very special thank you to Gabriela, Ari, Sergio, Ilse, and Axel for making our vacation unforgettable. Their kindness, enthusiasm, and genuine care made all the difference. They went above and beyond to ensure every day was special, and we truly appreciated all of their hard work. With their push, we participated in their “Perfect Couple” show and had a blast!! Dancing and singing on stage another night really tied our experience together. My advice…definitely participate in the activities…you won’t regret it. As today is our last night at the resort, we are leaving with amazing memories and are looking forward to our next visit. Thank you to everyone for making our stay so special and we are counting down the days for our return.

We had an amazing time and the service and staff are truly what made the experience 5 stars. While we went during the seaweed season so couldn't go to the beach, the pools as well as the entertainment and activities kept us having fun the entire time. A few staff members who were exceptional and went above and beyond to make our stay superb include: Regina Miguel Axel Dani Jessica Isaac Sandra Sergio Joram Gabby Ari Adrian