Secrets Moxche Playa Del Carmen

This resort is the best. We loved Gaby, Itzel, Ari, Sandy, Jessica, Adrian and Sergio from the entertainment staff. Theywere the best. Also, Elias and Daniel took great care of us at the pool all day long. We can’t wait to come back. This resort is top notch!!

We love this place!!! Everything was amazing. All of the staff was very friendly, but a special shoutout to Gaby who went above and beyond. She even made a bracelet for my two year old granddaughter and me. We didn’t ask her to, she did it all on her own. Jessica and Ari, Itzel, Elias, and Daniel were all wonderful as well. So very helpful and went out of their way to make us feel at home. They really made our stay wonderful.

The resort is very elegant and classy. The beach isn’t the greatest that we have been to, but the variety of pools more than make up for it. There are plenty of eating options that anyone should be able to find something that they like. All of the entertainment staff, as well as all staff were great. They will do anything to accommodate you on your trip. We went to multiple shows with the magic show being our favorite.

I want to be clear upfront: Impression Moxche by Secrets is a stunning resort. The grounds are beautiful and the concept is excellent. That makes what I experienced even more frustrating, because this property has the infrastructure to deliver on its promises. It simply did not. I stayed for four nights with one other guest for a friend's wedding. Total cost: approximately $6,000. What I received in return was a pattern of failures and broken commitments that lasted the entire stay. The issues: My room had a persistent mildew smell that was never resolved despite being reported. On two separate mornings, I was woken up by loud construction noise. At a luxury resort at this price point, guests should either be informed of active construction before booking or meaningfully accommodated when it disrupts their stay. Neither happened. I went an entire day without housekeeping service despite making repeated requests. No explanation was ever given. There was an unresolved safety hazard in my room that staff acknowledged but did not fix. A front desk staff member was dismissive and dishonest in a direct interaction with me. The most telling part: in nearly every one of these situations, I was promised that a manager would follow up with me. Not once did that happen. After checkout: I completed the property's guest survey and received a generic, boilerplate apology from an executive assistant. I replied with a detailed email on March 4 requesting escalation to the Resort Managing Director, a specific response to each issue, and a good-faith gesture acknowledging the gap between what I paid for and what I received. That email was never answered. I am posting this review after waiting more than a week for a response that never came. If you are considering this property for a special occasion or a high-budget trip, please factor in that when things go wrong here, the follow-through is essentially nonexistent. The staff will make promises they do not keep, and the property's formal complaint process appears designed to absorb feedback without acting on it. I did not want to write this review. I wanted resolution. The resort chose silence instead.

Absolutely one of the best experiences I’ve had. The rooms and pools were impeccably clean, the service was top-notch, and the restaurants offered a fantastic variety of delicious food. The Preferred Club rooftop was the highlight—stunning views paired with outstanding service. A truly exceptional stay.