Secrets Moxche Playa Del Carmen

We stayed July 11th-18th. Just for some background, my husband and I are in our forties and have been coming to Mexico for the past 15 years. This review is what we experienced in comparison of these other Secrets resorts we have been to: Secrets Capri (now Hyatt Zilara), Secrets Akumal, Secrets Maroma beach, and Secrets Playa Blanca. Room # 2516 Preferred Club Junior Suite Ocean View: Pros: * Clean * Balcony very nice * Tub on balcony nice * Bed is comfortable * Shower nice and big * Shower and sinks drained well * Mood lighting cool in room * Complementary beach bag * Nice smelling toiletries provided in room Cons: * There were only 2 pillows on bed when we arrived and we had to request 2 additional pillows * Lighting is too dark in bathroom * Lack of Storage in room and bathroom * Room showing wear and tear * No speakers throughout room like in other Secrets * No butler or floor concierge * No bottle of liquor or small bottles of liquor * No incense * Unsure of beer selection for minibar as the options are not provided. 4 cans of Amstel Ultra were replaced in the minibar daily. Pools: Pros: * So many different pools with different ambience to choose from! * Our favorite pools were the Observatory rooftop pool, Lagoon pool, and Sugar Reef pool. * Observatory rooftop pool had the coldest water and best views. * Pool concierges are very nice and attentive. * Pool Servers and bar tenders awesome! * Best drinks were at Observatory and Sugar Reef. Cons: * No mixed shots!! :-( * No upbeat music or live entertainment Just spa music turning to I guess what you would call elevator music by afternoon at all pools except the main pool. * Need a bathroom at the Lagoon pool * Main pool was where the fun is at however it was too hot and crowded for us. Food/Restaurants: Pros: * Ability to make reservations at all restaurants except the Mexican. * All of the restaurants had excellent service. * Desserts were consistently delicious * Our favorites with the best food were Observatory, Bamboo and Suki. * Late night tacos were awesome! Cons: * We noticed that many people weren’t dressed according to dress code for dinner in all of the restaurants which is usually enforced. * Service is slow at the Observatory so keep that in mind that you will be there a while. * Food was hit or miss compared to other Secrets. * There was very dark lighting inside of the restaurants. Room service: Pros: * Churros are a must try for breakfast. We did not see these at the breakfast buffet so make sure you order for breakfast room service. * Use of Secrets box. Cons: * Took very long for dinner. * Was very bad one time with Cold raw meatballs & spaghetti and Cold fries. * I did not get the option on the app to order drinks for dinner but I was able to for breakfast. Notes: * Check in and Check out were the easiest and fastest we have ever experienced at a resort. I did not like the water lily scent in the Preferred lounge. It wasn’t like the nice refreshing spa scent at all the other Secrets. * Use of Hyatt App was easy * Room key is on phone * Elevators are very slow, very small, and EXTREMELY HOT! Some stopped working during our stay. * Pathways through the resort are uneven stone and hard to walk on but it appeared that they may be replacing them as we saw them working on changing a section while we were there. * We did not see as much wildlife as other resorts (Iguanas and Coatis) but they are there. One Caoti stole my husband’s hamburger right off his plate! Watch your food when eating poolside. * The service was excellent everywhere as expected for the Secrets brand. Everyone we encountered was friendly. * Bottled water was only provided in the room. We got about 5 or 6 bottles a day. Anywhere else it was served in a cup. This was different from any resort we have been to.

As UVC members, we chose Impressions because we were excited to share what we believed would be a true luxury experience with our friends. While we did enjoy many aspects of our stay, we ultimately left feeling somewhat disappointed that the level of service did not consistently align with the expectations associated with the Impressions brand. Jose and his entertainment team were exceptional. They were energetic, engaging, and always made an effort to remember our group, which made us feel welcomed throughout our stay. Marco at Cielo was outstanding and, by far, one of our favorite servers during the trip. His attentiveness and warm personality made every meal enjoyable. The team at the Impressions pool bar—Anthony, Miguel, and Jesus—were equally deserving of recognition. They consistently provided exceptional service, remembered our preferences, and helped create a fun and welcoming atmosphere each day. Their hospitality was a highlight of our vacation and is exactly the type of experience we hoped to share with our friends. Unfortunately, not all of our experiences were as positive. Our server at Bisous was not particularly friendly, and our experience with the waiter at Allora was similarly disappointing. In a luxury resort setting, guests should be able to expect a consistently high level of hospitality at every restaurant. While our butler was kind and genuinely tried to assist us, we were disappointed by the handling of a serious incident involving our friends’ room, where the ceiling collapsed. This was a frightening experience that resulted in a significant loss of vacation time for them. We were surprised by the lack of urgency surrounding both the immediate response and the efforts made to compensate them for the inconvenience and distress caused. Impressions has many wonderful employees and a beautiful property, and there were certainly moments that reminded us why we chose to stay there. However, there are service and operational issues that need to be addressed to ensure the experience consistently reflects the luxury standards that guests—and especially loyal UVC members—have come to expect. At this time, we would consider returning in the future, but only with the confidence that these concerns are being taken seriously and improvements are being made. We sincerely hope this feedback is received in the spirit in which it is intended: not simply as criticism, but as an opportunity to elevate the guest experience so that future visitors leave with the lasting impression of excellence that Impressions promises.

Daniela, Gaby, Joram, Regina, Jessica, José, Miguel, Ilse and Adrian . The best crew around! Absolutely amazing!

The resort itself was beautiful but it’s not necessarily a beach resort. The sargassum was bad but that’s not the resorts faults. The beach itself seemed small and wasn’t very inviting. The resort grounds were lovely. Multiple pools are located throughout the resort. We really liked the lagoon because it gave us a beach vibe. my husband and I are both vegan and the restaurants did a wonderful job of having separate vegan menus to choose from including a fully vegan menu at Bamboo for lunch. Staff were great. If you’re looking for a nice place with good pools, this is your place. If you’re looking for an amazing beach, look elsewhere.

The staff is amazing here!! They really care about your experience. Regina and sandy, Jordan, Sergio and Ari were such fun activities coordinators. I will miss the quality for sure