Secrets Moxche Playa Del Carmen

We were there 9/27 - 10/2 to celebrate our 32nd wedding anniversary. This is our 10th Secrets resort in Mexico. We have never had any issues with the food or the water at any of the other resorts. We do not eat raw fish and the only water that is not bottled that we drink is served in the restaurants with the assumption that it is filtered. We were a little concerned prior to our arrival with all the FB comments about multiple people getting really sick with gastro issues. But we proceeded anyway thinking, surely it wouldn't be us. Unfortunately that was not the case. We got sick on our 3rd day. Had to spend an entire day in the room, close to the bathroom. The next day was the last day at the resort before we had to leave so we powered through and did a little pool hopping. We returned home and still experienced severe diarrhea - to the point we had to go to the Dr. We tested positive for E. Coli and given an antibiotic and IV of fluids because we were so dehydrated. This resort needs to seriously take a very deep look at what is going on. Either their sanitization processes or their water filtration processes needs to be really examined. Something is making lots of people very sick. This is supposed to be one of the top tier resorts and if they can't get this issue resolved, they will not continue to be looked at as such.

Beautiful resort, but unfortunately a very disappointing stay. We stayed at Secrets Moxché in September 2026 for one week, having previously stayed at Secrets Playa Blanca and absolutely loved it. Our experience at Playa Blanca was a big reason we chose another Secrets property, and we paid for Preferred Club expecting a similar standard of service and experience. Unfortunately, this holiday was very different. The resort itself is beautiful. The design, grounds and overall aesthetics are impressive, and there were certainly parts of the holiday that we enjoyed. However, there were so many issues during our week that they collectively had a significant impact on our experience. Our room: On arrival, our room had a very strong smell of damp and mould. We immediately reported it and requested to move rooms, but we were told there wasn’t another room available until the following day. A dehumidifier was brought into the room and maintenance attended with air freshener, which was used around the air-conditioning system. We eventually moved rooms at around 4pm the following day. Spending the first night of a luxury holiday in a room with a strong damp/mould smell, with a dehumidifier running while waiting for another room, was certainly not the arrival we expected. Closures and general disruption: During our stay, Seasoul was closed without any prior notification to us, the main pool was subsequently closed, three separate walkways were closed and the main lobby elevator was out of service. The walkway closures in particular made getting around the resort unnecessarily difficult, as there was little clear information about alternative routes. The broken lobby elevator also resulted in waits of five minutes or more just to access areas such as the Observatory. I completely understand that maintenance issues happen, but the number of things closed or unavailable during our week was disappointing, particularly given the standard and price point of the resort. Preferred Club: The closure of Seasoul meant that Preferred Club breakfast was moved to Dos Almas. On one occasion we were seated for more than 25 minutes without even being offered a drink, so we eventually left. On another occasion, we had lunch at the Observatory and waited over an hour for our food. This was particularly disappointing because Preferred Club was something we had specifically paid extra for based on our previous Secrets experience. Housekeeping was also inconsistent. On three separate occasions we had to contact the resort because basic items had been missed, including bath mats, hand towels and minibar restocking. Items such as M&Ms and Pringles were also inconsistently replenished. Illness: The most disappointing part of the holiday was that both my partner and I became unwell during our stay. My partner was unwell for an entire day and I subsequently became ill myself. We both had to visit the resort pharmacy and, after returning to the UK, I required further medical assessment and testing. My GP has since confirmed that my laboratory testing detected STEC (Shiga toxin-producing E. coli). I am not claiming that this result proves where the infection was acquired, as it cannot establish that on its own. However, it does confirm that there was an underlying infection rather than simply feeling a little unwell while on holiday. There are also numerous reports from others (guests on the Facebook resort page) who stayed around the same period describing similar experiences. I appreciate that social media reports are not independently verified, but given our own experience and the laboratory result, I do believe the wider reports deserve proper investigation rather than being dismissed. Overall: I don’t write negative reviews lightly. We are frequent travellers and had previously had a genuinely excellent experience at Secrets Playa Blanca. That is why this holiday was particularly disappointing. It is a beautiful property, and I’m sure many guests have had fantastic stays without experiencing the issues we did. For us, however, the combination of the damp/mould issue, room move, multiple closures, restricted access, inconsistent housekeeping, disappointing Preferred Club service and, most importantly, both of us becoming unwell meant that this holiday fell significantly below the standard we expected from Secrets. We chose Moxché because of how much we loved Playa Blanca. Sadly, based on our experience, I wouldn’t currently choose to return to Moxché.

Moxche, we wanted to love you so bad! What a beautiful resort. Top notch landscaping. Smart design. Variety and execution of pools are great. We loved our room and how all the room tiling was all the same tile as the shower, nice for getting water all over without it being an issue. We dont drink, but the mocktails were good! In general, service outside of the concierge was quite good. The food was hit and miss. The options were solid, the plating and atmosphere at restaurants was very good, but the flavor and quality of ingredients could be better. Then theres the concierge...who just completely dropped the ball. Its my girlfriends milestone birthday, you inform Secrets that its a birthday when reserving your room, and you give them the birthdate of everyone staying. So why do I have to beg and plead with the concierge to get the "Happy Birthday" banner that seemingly every other guest got? I asked for this thing so many times, finally at 8pm on her birthday they put it up. By noon the next day another employee took it down. Happy birthday I guess? Room service also delivered my girlfriends "eternity" birthday breakfast in bed an hour and twenty minutes late. Maybe its called the eternity breakfast because of how long you wait for it. Concierge/room service kept telling us soon. We were getting ready to go to the pool and it finally showed up. I get that things can fall behind, but just be honest with us. Concierge wanted to make up for these issues. Thats great. But they told us they were going to give us a room decoration -- some roses on the bed as an apology. I gladly accepted this gesture on their behalf. So they told my travel agent and I that they did this room decoration. And oops concierge screwed up again, lied to my travel agent and I, this decoration never happened. Concierge issues aside, we also got food poisoning. I cant say specifically what we ate that got us sick, but we never left the resort and had symptoms consistent with food poisoning. Severe, nonstop diarrhea and vomiting. First I got it, then my girlfriend got it a day later. We probably lost 2.5 days of our trip to illness. So now ive complained a lot, but there was also a lot that was great about Moxche. Love the lagoon and infinity pools at this resort so much. Coco cafe so great. Nighttime music and dinner was so wonderful. Seasoul was awesome. Preferred rooftop pool was beautiful. Late night horchata and taco station? Yes please. So overall it was a mixed bag. Youll really love it here...until maybe you don't.

Firstly I would like to say reading the other reviews, I don’t know where people are staying but it doesn’t seem to be the same hotel we are currently at. Everything has been excellent, all of the food especially seasoul has been top quality. Waiters at the pool have been excellent and very attentive. We are in a non preferred room which is excellent! Every single staff member we have interacted with has been great and we would most certainly return based on our experience so far. The negative reviews can only be because people’s standards are unachievable.

Overall trip fell extremely short of the expectations we had going there. For a resort that is only a few years old it was falling apart and you could tell it was thrown together. The “beach” was terrible which we did expect but the crews removing the seaweed were out there all day so even if you wanted to just hangout they stayed in your way. The food was good just like all the other secrets but the second night 7 out of our group of 8 got food poisoning which we think we narrowed down to the sushi. So that ruined the remaining days of the trip. Almost everyone we talked to were either sick or had a member of their group sick. It was so bad the pharmacy at the resort was sold out of all diarrhea meds! So we knew something was up. For the price and the hype of this place we have ranked it our least favorite out of all the other secrets in the area. And we’ve been to them all. Would not recommend