Secrets Moxche Playa Del Carmen

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.

My husband and I had the absolute best time at Moxche! We loved it so much that we extended our stay; after 12 days we still felt sad to leave. The pools are amazing! From the giant lagoon to the Observatory pool... the activity pool to the cenote pools... every one is more lovely than the next. Food is a little fancier than what we're used to, but we tried everything. There is certainly no shortage on restaurant options. My husband played pool volleyball and I did aquaerobics every afternoon. We went to every show and karaoke night and enjoyed them all. We even competed in Secrets Idol! Def go to Roads Through Mexico and Asado Night on the beach. These people work super hard to serve and entertain the guests and we appreciated all of them!!! Shout outs to Jessica, Ari, Miguel, Gabby, Axel, Joram, Adrian, Sergio, Sandy... every one of them knew us by name and made our stay so special.

The is hands down the best resort I’ve been to. The resort itself was stunning. The restaurants were all amazing, and the staff were very helpful. We will definitely be back in the future! There was actually minimal seaweed on the beach when we went the first week of September. We had the preferred club swim out suite and the room was amazing. However, the mosquitos made it difficult to enjoy the swim out as much as we had hoped.