Secrets Moxche Playa Del Carmen

Recently stayed at Secrets Moxche for a girls trip. The Physical Property- Indoor spaces including rooms: Beautiful from afar, but a little worn when up close. You can tell care was taken in the decoration and intended ambience, but the volume of guests and amount of turnover has clearly taken a toll. Your pics will look good, but the lived experience is so-so. Outdoor: The pools were very pretty and well managed. Slow swim up bar service. Beach was pretty gross and very smelly due to the sargassum. Do not expect to swim or chill on the beach. The Food & Drinks- Food: Not great at all. The food was subpar- borderline gross at most restaurants. We joked that we were eating plastic food or hint of food- the flavors and textures were off. Clearly mass produced and bland. Often the food tased like “refrigerator”. The best food option was The Marketplace for breakfast- consistently decent and the late-night taco stand. Drinks: The alcohol was watered down. If you are a regular drinker you will notice the quality degradation immediately. Mixed drinks will only give you a headache and make you have to pee. Shots were only marginally better. Beer, champagne, and wine are your best bets, but they offer very limited options even though the menus show more. The Staff- The staff was the best part of this experience. Everyone was very friendly and helpful. Outstanding service and hospitality!! Did not participate in any entertainment options- went into the town instead. Overall this is a 3.5 star experience largely being carried by the picturesque qualities and the amazing staff. Worked great/ decent value for a group trip with varying needs and budgets. Keep expectations low and if you value authentic food and drink experiences pass.

After two weeks of travelling we had chosen this hotel to celebrate the final week of our honeymoon to relax and chill out in Cancun. However there were a number of issues we encountered at the hotel meaning we far from had a relaxing or 5 star experience. On the 1st day at the mexican restaurant one of starters was missed and was brought to us after we reminded them but after the mains had arrived. We had paid for preferred club and a bottle of wine was left in our wine fridge in the room but no wine glasses to drink it. On the 2nd day we had no reservation as they were all full when we arrived as you have to book on the app and can do so 3 days in advance, we tried to go the the ember grill and join the waiting list but this was a 1.5 - 2 hour wait. We managed to get in to the Japanese after waiting for half an hour, however when we ate at the restaurant one of the main dishes was not brought to us, however we were full so didnt mention it. Unfortuantely on the 2nd night we had food poisining and i was physically sick and therefore on day 3 was unable to eat or drink anything. We did cancel our food reservation at 7pm and requested food to the room however the next slot was half 8 so we booked this, it arrived at 9 and was cold and we also requested for it to be left in the box next to our room as I was ill in bed but they brought it into the room. The concierge did come to find us the next day to apologise for the issues so far after i left feedback through the app, she offered for a bottle of wine to be delivered to the room as a good will gesture with some wine glasses which i asked for as there were none in the room. 24 hours later this had not happened so i chased and it was delivered a couple hours later when we were out however only with one wine glass even though 2 coasters had been put down, one just didnt have a glass on it. On the Friday there was a BBQ at the beach at 7 with fire show starting at 8, we went down for 8 to be told there were no seats left but we could stand at the edge and watch if we wanted so were unable to eat and had cancelled our restaurant reservation as we thought we would be able to eat at the bbq. All drinks were served in a plastic glass unless at a restaurant, when going to the sports bar in the evening to watch football i would of expected a beer to served in in a pint glass, not a plastic cocktail/wine glass. Also we had booked a transfer to the airport with Amstar but when we went to find out the time of the transfer the day before we left they could not find the booking as it had been booked incorrectly for the 1st Jan even though our voucher had the correct date and time. They did amend this but only after we had been back to find out what was happening. Overall this was not a seamless or 5 star experience and not worth the money we paid. It was a memorable end to our honeymoon for all the wrong reasonsons.

Great experience, Ari, Dani, Sergio were amazing!

I stayed here for my birthday and I really loved how many fun activities they run during the day, we had a lot of fun at bingo with Ari and Sergio, then also had fun on the golf simulator with Dani! They went above and beyond to make sure that we had a great time and anything we needed!

Sergio and Aranza were amazing entertaining staff! Super friendly and very personable