Secrets Moxche Playa Del Carmen

Bad bad bad. This resort OVERCROWDS and doesn’t allow anyone to book reservations. They don’t have a lunch or dinner buffet. It’s beautiful to look at but service is atrocious and everything else sucks.

We stayed there in March for our honeymoon and left feeling incredibly let down. We’ve honestly never heard the word “no” more at a resort. The breakfast buffet was chaotic — we waited about 30 minutes just to be seated, were told we couldn’t sit where we preferred, ordered drinks and went to grab food, only to find basics like bacon, mango, and watermelon weren’t available. We ended up leaving without ever receiving the drinks we ordered. Dinner wasn’t any better. On our second night, we waited nearly two hours for a table. The following evening, we were told Bisou wasn’t available and couldn’t be booked at all for the remainder of our stay. Even something as simple as the crepe station was disappointing — after waiting in line, we were told they had run out just as we reached the front. For the price point, the level of service and overall experience were shocking. This did not feel like a 5-star resort in any sense. It also seemed like the resort was operating beyond what the staff could reasonably handle. There was little to no personal connection with staff, and several details were consistently missed. Our room wasn’t cleaned on the second day, coffee wasn’t restocked unless we called, and our minibar was only replenished once over three days. Dining reservations can’t be made until you arrive, and unfortunately there were three weddings at the start of our stay. This meant the restaurants were fully booked for the first few nights, leaving us with room service every evening. We did raise these concerns with management, and while they secured reservations for our last two nights — which we appreciated — the overall experience still fell short. Sandra, the head concierge, also offered Hyatt points as a goodwill gesture, which we thought was very thoughtful. However, she told us they would be added within 48 hours of checkout, and it’s now been over 72 hours. Despite following up multiple times with both her and the hotel, we haven’t received a response. What could have been salvaged and even encouraged us to return has instead left a very negative impression. Unfortunately, we won’t be coming back. Overall, the experience was extremely disappointing.

Itzel Gabriela Jose Sandra Aranza Sergio Axel Adrian Jessica We’re so happy we came to secrets Moxché and all the names above were so lovely and kind to us. The elements show was creative and amazing. I would recommend this place 100 percent. Hoping to come back soon.!!!

If you are looking for a luxurious resort, with absolutely amazing pools, great food, great service, beautiful restaurants and rooms - this is it. Is it perfect? No, but it's really close. Pros: - We've been to Mexico 8 times and have never seen a more beautiful resort. - The pools are outstanding. The huge lagoon pool with a sandy beach is incredible and the infinity pool on the roof is breathtaking (exclusive access for Preferred Club members). - Restaurants are beautiful and most have indoor/outdoor seating. Service was top notch and the food was great to excellent. The fillet mignon at Ember was our favourite meal, followed by the grilled salmon at Suki. Each restaurant seemed to have a stand-out dish. - The rooms are beautiful and immaculate. The maids did a great job, room service was good, and when we had a few minor problems (AC and TV) - maintenance staff were there in minutes to resolve it. Our Superior Ocean View Preferred Club room was gorgeous, and it had a huge deck (about 5X the size of the typical deck at the resort). - Entertainment was great (on par with other Secrets Resorts). - The Preferred Club was worth it just for access to the Observatory rooftop restaurant and infinity pool. Food and service was awesome, the view was amazing and the there were a lot of cabanas, loungers with shade and places to hang out - all with food/drink service. We spent a number of mornings/afternoons there. - The Spa was beautiful, customer service was great. I had a massage, and then my wife and I enjoyed a complimentary hydrotherapy session (I believe that's a Preferred Club perk). The hydrotherapy was relaxing and fun - my wife and I felt really pampered that day. - Staff are everywhere to help you enjoy your stay. Cons: - The resort recently switched to a reservation system and they have 'teething problems'. It was surprising because not having to have reservations at other Secrets resorts was always a plus. Sometimes reservations were not available on the resort app, and we spoke to several people that were unable to get reservations at Bisou during their stay. We found the easiest way to reserve a table was to just go to the reception desk at a restaurant or visit the concierge desk. - The beach is not great. During our 10 day stay there were only a couple days we could actual go into the ocean. They worked very hard clearing seaweed, but even when it was gone the water was cloudy blue and cloudy brown. Not the crystal clear turquoise water we've seen at other resorts in the Mayan Riviera. There is not enough palapas at the beach - only 12 for the entire resort (just one for the Impressions area). Having said that, the sand is really nice, and there are plenty of places to sit (just not enough shade). - We were disappointed in the buffet. Food was good, but not great... and it felt like a giant noisy cafeteria. The food and service paled in comparison to the buffet at Secrets Akumal. - The Preferred Club lounge was beautiful but under utilized. It seemed to be only used for check-in and check-out. The small bar was small and usually had just one bartender (with limited beverage selection), and the food/snacks there seemed to be out too long. When we were at Secrets Akumal they had an exclusive lounge that had a lively bar, snacks that were featured from all the different restaurants at the resort, plus lots of books and board games for a rainy day. - The paths throughout the entire resort are all made of really rough cobblestones. We were careful, but my wife had a bad fall. The paths look beautiful but it was a poor choice. Overall, it was an amazing resort. However, I think we might visit another resort next time we come back to the area.

Best people ever, Jacobo, Miguel, Sandy, Gaby, Sergio, Alfredo, axel, ary , and Jesus!