Secrets Moxche Playa Del Carmen

Relaxing, slowe service, awesome views, fun clubs, had a good time sailing, beach was so so, staff was very friendly, not bad experience

Secrets Moxche was wonderful. We traveled with our son and daughter in law and we are in our early 50s and they are in their late 20s and the hotel felt comfortable for both age groups. The pools were amazing, with various levels of entertainment/activity depending on your mood/vibe. The restaurant food was great - we did the Mexican, Japanese and Italian and all were good - but we thought the Mexican was the best. We didn't get to the French or the steakhouse. The service across the entire property was top notch - from the moment our transportation dropped us off to the departure everyone we encountered were friendly and helpful. The resort is spotless, including the restrooms, rooms, pools, common spaces and walkways. The landscape is lush and there is space to mingle with other guests or find quiet private spaces. Rooms are gorgeous, we upgraded to a Preferred Junior Suite with ocean view, and it did not disappoint. This gave us access to the Preferred Rooftop deck with restaurant and pool. We never made it to any of the shows but they seemed cool, just a little late for us. For all going on on the property, the rooms were quiet. The property felt very safe with reservation name needed to enter the gated property on which the hotel sits. We wish the restaurants took reservations, they are first come first served, and we wished the poolside food had a little more options, but those were our only two complaints, otherwise was incredible. Shout out to Alfredo and Daniel (server and concierge) at the Sugar Reef pool, they remembered our names each day and their service was excellent!

Daniela was the best! Made our stay! Spinning class was the best! This whole trip makes me realize that I need to take more vacations!

If you would like to spend the entire vacation in line waiting to be seated for dinner it is your hotel! There is no buffet in the evening and you don't have other option, just to wait 2-3 hours to be seated. Limited menu at restaurants, lack of entertainment, low quality drinks. There is no differences if you buy preferred club or regular. Just you can use low level roof top swimming pool and restaurant. It is not worth AT ALL. In the morning I opened the balcony door and wild animal like opossum came to my room on the 7th floor. I was scared. The bright sides - stuff is very nice and accommodative. Special THANK YOU yo Donaji Rojas who was trying her best to make our stay better. We have been in seven Secrets and this one is the worst . Wont recommend.

We were looking forward to an elevated experience, especially for booking a Preferred Club room, but unfortunately, our visit fell short of expectations. Preferred Club Experience • We paid for the Preferred Club upgrade but did not feel any noticeable enhancement in service, amenities, etc. • Check-in included a timeshare-style pitch. While not high-pressure, we had zero interest in spending vacation time in a sales meeting instead of enjoying the resort amenities. Our Room • When we arrived at our room, we noticed smudges and handprints on the bathroom pocket door mirror and a mild musty odor. While housekeeping refreshed the beds, towels, toiletries, and bottled water throughout our stay, the smudges on the mirror were never cleaned, and the odor persisted. This left us questioning the overall cleanliness of the room upon arrival and during our stay. • Additionally, the TV still had a prior guest’s Netflix account logged in. For the price and all-inclusive experience, I would expect the Secrets team to ensure TVs are checked and logged out after each checkout. The TV remote was also glitchy throughout our stay, not a major issue, but it was an inconvenience. Dining & Lounge • The Preferred Club lounge offerings (breakfast, hors d’oeuvres, desserts) were often picked over and stale, and drinks tasted watered down throughout the resort - lounge, bars, pools, restaurants. • Unless we arrived 20–30 minutes before restaurant openings, we faced 60–90 minute waits for a table. For the price point, we expected better dining access and planning. Facilities & Navigation • Multiple elevators were out of service during our stay, causing long waits and congestion. Being on the fifth floor in a Preferred Club room, we shouldn’t have had to hike up and down stairs repeatedly. • Elevator navigation was confusing, and better labeling would help. Several times, we ended up in the wrong building and had to reroute through the first floor to reach our room. Pool & Amenities • The walkout beach-style pool had multiple, sizeable chips and gouges in the bottom. At one point, the pool ran out of water, and mineral water was offered instead, unexpected for a luxury resort. • Gift shop prices were extremely high (e.g., $12-19 for a souvenir magnet). Service Issues • Simple requests, like a cocktail menu at the steakhouse, were not fulfilled. • Our water spa appointment started 15–20 minutes late, and we were rushed through the circuit before our scrub and massage. The delay was never acknowledged, and a gesture like offering a complimentary spa pass for another day would have gone a long way. Technology & Apps • The Inclusive app was clunky at best. Having to repeatedly enter the resort name and location every time we opened it was frustrating, just to access menus, amenities, and information. • The map was poorly labeled and not helpful for navigating the resort. Some menus were only in Spanish or partially in Spanish, rather than offering a clear language selection, something expected at a luxury resort. • The JustIN app for room access was inconvenient. On vacation, the last thing we want is to carry our phone everywhere (pools, beach, spa, restaurants) just to unlock our room. It felt like an unnecessary risk of losing or damaging an expensive device. Providing key cards or wristbands would be a much better option. Overall Impression Nothing during our stay truly “knocked our socks off.” When family asked about our vacation, we had to say it was disappointing. When asked if we’d recommend Secrets Moxché, we said no, given the price, we expected a higher level of service, minimal wait times, and fully functional facilities. For context, we’ve previously stayed at Secrets the Vine in Cancun and had a much better, elevated experience there. I hope this feedback helps level set travel expectations and improve future guest experiences.