Secrets Moxche Playa Del Carmen

Fellow traveler. I write this review with a bit of a broken heart because I loved my experience in Mexico previously staying at the Chable properties which I highly recommend. For context, I am not a stranger to a 5-star hotel which is why this is so shocking. Here is my factual experience. 1. As a warning for everyone looking at the website, a tropical view means a view of a construction. I upgraded to an ocean view and paid more money to do so. However, during my stay my room was never cleaned. Not once. Never. 2. Exhausted from coming in from Paris and then DC, I waited for an hour for room service. I was happy to wait but when my food arrived, it was cold/lukewarm including a glass of warmish sparkling wine. I ate out of sheer desperation, and I am confident that the food was not Chef prepared but rather frozen food, popped into a microwave that sat and served to me after. 3. I was traveling alone and yet my room was adorned with Happy Anniversary and Happy Birthday banners. At first, I thought I was given the wrong room, so I did not open the door. When I explained my frustration to the front desk agent, I was told that I would receive a bottle (never came and honestly, I did not care). Except when I complained out of desperation in writing (a theme of my stay) Beatriz Alonzo, Concierge responded in writing that the signs would be removed. It never happened. This morning, I left the hotel 3 hours early just to avoid being there and the concession never came, the signs stayed up throughout and again my room was never cleaned. 4. Upon your arrival do not expect a curated check-in experience, your luggage sits among others, you wait in a holding area that has clearly seen better days and if you decide to book a private transfer which I did because I needed the quiet expect to travel in a minivan. I was told that was a 'private car' but again I know from my other experience in Mexico that actual cars are available, and it was never explained to me that private meant a van. Some other things to know: 1. Expect cold food. I tried breakfast was the first one there and I do not even know how they did this but the food was lukewarm/cold. 2. Expect to be disregarded. I asked for grilled fish at the Bamboo restaurant. I was told I could have it and instead was served deep fried fish, drenched in a sweet tangy sauce. 3. Expect all-inclusive to only mean cocktails. Expect wine (and not even great wine) to be at surcharge that is laughable. 4. Expect your complaints to go on deaf ears. 5. Expect your room to not be cleaned. And all of this would be normal except this hotel has branded themselves as a 5-star property so I have no other conclusion than to assert to expect to be lied to from the onset. This is NOT a 5-star property with 5-star level service, food, or anything. I beg you not to stay here. Stay at a Chable hotel, a Belmond hotel but do not engage in the Cosplay that I experienced. It was not about the money. I would have gladly paid the price for the service but alas, I could not leave soon enough and I was there under 48 hours. Also... 1. Do not be fooled by the scenic and carefully taken photos of the property. You can find pretty elsewhere. D 2. I feel sad for the one close to 5-star experience within the property which is the spa. The spa is factually nice. It is in the wrong environment. This hotel does not deserve the spa. I wish a review warned me, so this is my gift to a future traveler. Avoid at all costs.

Overall, amazing. We were disappointed with the room service food, but the restaurants were phenomenal. Very couple oriented but being there with my daughter was still really nice.

The resort is absolutely beautiful. The rooms are spacious, modern, and clean. However, pools closed at 6pm daily and they do not offer speciality shots at this resort. Additionally, one of our party members had an allergic reaction to something and the staff did not help the situation just offered a reservation at a new restaurant. Food was okay not anything special. Beach was full of vendors not from the resort which made it nearly impossible to enjoy the beach without being approached every few minutes. Resort was beautiful though.

Our trip to Secrets Moxche was amazing. The rooftop pool was awesome and the food was delicious. Even the room service food was really good. We loved Dark Horse and the Gypsy Club. The entertainment team was amazing. I’d like to recognize Gabriela, Aranza, Sergio, Daniela, Miguel, Axel, Adrián, Joram, Regina & Jessica for being so much fun. Gabriela was especially amazing and we looked forward to seeing her every day. The staff is so friendly and welcoming. We had such a wonderful time!!

Secrets Moxche Playa del Carmen was amazing. The staff was excellent, the food was delicious, and the resort grounds are beautiful. My girlfriend and I had high expectations considering we spent half the money at a different Hyatt resort in Playa del Carmen in 2025, but we can’t say we regret spending the extra money. The resort has plenty of pools to fit anyone’s desires. Whether it’s relaxation, socializing, mingling at the poolside bar, or playing pool volleyball, they have it for you. There are plenty of restaurants / food options that cover a variety of cuisines. 100% would visit again.