Secrets Moxche Playa Del Carmen

TL;DR: Great location and facilities, but you can get much better service with similar amenities from other brands at the same price point. My wife and I travel frequently, and I don’t often write average reviews (if I write a review at all). For me, an all-inclusive is either amazing or bad—but this place was extremely average. Like other reviews, I agree that the location and the property itself are great. It’s clean, up to date, has good pools, a good beach, and great restaurants and bars. I’ll avoid the classic “and that’s where it ends,” because the service itself wasn’t terrible—but we repeatedly found ourselves saying, “Wow, this is a resort that could have been so much more.” The service was fine and we did have a nice week, but for the price they charge (especially for the preferred rooms, which I’ll get to later), the service was just very average. They charge Sandals prices but deliver service closer to a Hyatt Regency in New Jersey. Below are the things we noticed during our 7-day stay. You can call it nitpicking, but this is less about expecting perfection and more about paying comparable prices for far better service elsewhere. - The iPad in our room was broken and never fixed (not a huge deal, but they tell you to use it for most things). - The minibar was restocked only once, even though we went through most of it daily. I had to keep ordering room service just to get bottled water, as there didn’t seem to be any other place to get it (only cups of water at bars/restaurants). - We ordered room service multiple days and asked them to leave it in the “secret box,” with the DND sign on—yet they still rang the bell and entered the room. One day they even called the room because we were in the pool and didn't hear the person at the door. I didn’t care that much, but we were explicitly told they wouldn’t come in if the DND sign was up. This seemed pretty simple. - We mostly drink Tito’s, but every day the pool bars and sports bar were out of Tito’s—or any comparable vodka. I’m honestly not exaggerating: we had zero Tito’s at the pools the entire week. - Dinner waits are at least an hour (no reservations) unless you arrive within the first half hour. One night the wait was 2.5 hours. - At the seafood restaurant, they forgot to place our order. Instead of acknowledging the mistake, they asked us to “remind them what we ordered because it was ready, but they couldn’t remember.” Unsurprisingly, it wasn’t ready. - The preferred level is pretty much useless. You don’t seem to get anything meaningful in terms of food or drinks (or if you do, they didn’t tell us or offer it—which is arguably worse). You do get access to the Observatory, which is nice, but price-wise it’s a skip for me. Either save the money or splurge a bit more and book Impressions if you really want an upgrade. You also get a concierge, but they can only book hibachi and excursions. My last complaint—though not specific to this resort—is the UVC sales pitch. You get asked to do a 90-minute (or longer) presentation. We avoided it this time, but fell for it previously in the DR. Despite being told Hyatt only allows them to approach you once, we were asked again. Don’t waste your time—it will take up an entire morning. It's also just awkward to reject them. You shouldn't have to do that on your vacation.

We just returned from spending 4 nights at the Secrets Moxche and we had a great time. Please note, I am an avid traveler and have been to probably ~20-30+ all inclusive resorts along the Caribbean and ~10 of them in the Riviera Maya. Overall, the Secrets Moxche has been the top 1 all-inclusive resort I've been to. However, the very only reason why I'd probably not return is because of the beach, but if the beach isn't important to you, then I 100% recommend this resort. Food: Overall superior. However, our very favorite was the seafood restaurant on the beach. We had lunch there every day and tried different dishes and they were all excellent. The grilled octopus in particular was so good. I wish they were open for dinner. We tried the buffet only at breakfast and it was good but nothing special. The a la carte restaurants we tried were the french one, the steak one and the japanese one. Our favorite and the only one I'd go back to was the French one (Bizou). The other 2 were better than what you expect for an all-inclusive but nothing memorable. Service: amazing. Everybody was so nice. We did not encounter one employee who was rude or not nice. They were all super nice to us the whole time. Rooms: best rooms I've ever had in a beach resort. Super comfortable and the decor was excellent. The only downside was that the smoke detector light is VERY bright and lights up the whole room. I could not sleep the first night. I reported it to the front desk and they sent someone to cover it with a lot of black tape. That said, come prepared with your eye mask and request the front desk to cover it as soon as you check in. Pools: they have many pools, all beautiful, but the only one we hung out at was the main "party" pool by the beach where all the entertainment happens. I loved that it was so close to the ocean and had a swim-up bar. Getting lounge chairs is not as hard as in other resorts I've been to but you do need to go reserve them no later than 9am or you won't find any. Beach: this was such a disappointment as I love swimming in the Caribbean ocean and I was not able to except for just a quick dip. The water is very shallow, with no waves at all (more like a pool) and super small. There weren't any people swimming for that reason. Overall the hotel is beautiful and was built with excellent taste. We had a great time but because the beach is very important to me, I will likely go somewhere else next time. If you are not an ocean person then I highly recommend this resort.

Went for our honeymoon. Axel & Cristian, the entertainment staff was awesome! Roberto by the pool helping us with drinks was on top of his game! Cesar our butler and Omar the head butler were incredible. I would have to try very hard to find a complain about this place. We will definitely be back. I’m not sure why you would ever consider another location in Mexico. Food, service, options, and views are second to none. My only recommendation if you’re staying for a week, is to extent it to at least 10 days.

The stay was great. The staff were very friendly, the food was excellent, and the activities were a lot of fun. We were especially impressed by Axel, he really made our experience memorable with his magic show.

We started off our trip rocky. We had a room with a ton of issues, shower didn't work, shade was off the rail and just a few other problems. To top it off we had an issue in the restaurant at the top of impressions. We waited 2 hours and never got food. While we rarely ever complain, we spent a good chunk of money on this trip and were not happy. LET ME TELL YOU. Omar and his team literally took every bad thing and not only fixed them, they upgraded us to a suite on the 8th floor. We asked for a free dinner for the couple staying with us and they said "not enough". Wow. Amazing. To top that off, the activities staff? Bar none the best I've ever encountered. Axel and Cristian are too contenders for my favorite humans on Earth. The absolute energy they bring far exceeds what's necessary. And Axel took it a step further by absolutely blowing our minds with some close up magic at our cabana. I still have 0 clue how he did any of those tricks. To close it out, Roberto was our server for 90% of our stay and we adore him. He was so kind and attentive and helped us make decisions on food and beverages that we haven't regretted once. We booked a cabana just so that we could have him as our guy when he wasn't at the pool. I could not have asked for a better group of human beings to be surrounded by for our honeymoon. Thank you to everyone for making this a memorable experience! As a couple who can't just Willy nilly spend thousands of dollars on a vacation, we don't even slightly regret choosing Impressions Moxche and will 1000% be returning ASAP!