LocationQuintana Roo, Mexico
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - Student Groups (Spring Breakers) are not permitted at Hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel
Customer Ratings & Reviews
TripAdvisor Traveler Rating6024 reviews
All staff and accommodations are first class regardless of the circumstances!
We went during the last full week before closing due to the pandemic. The staff was still at the top of their game. They are all extremely polite, helpful, accommodating, friendly and cheerful. The accommodations were fantastic! The food and drinks are of the highest quality. The beds are spacious, beautiful and comfortable. The views are exquisite! We were able to use the cabana beds as long as we wanted. The sand is white and amazing. The waves were not high at all so we could swim easily. The preferred club helps to put the experience over the top! We desperately hope that everyone can return to work soon! God bless everyone!
We have been to several Secrets, this was our favorite by far. It is a beautiful property and has a nice setup with access to Dreams as well. The service was good. Martha, the pool concierge was the best. She was always there with a pleasant smile asking what we needed and went out of her way to provide excellent service. We enjoyed going down by Dreams to see the Dolphins. We did, however, feel sorry for them that they were penned in. We were at the resort during the Covid-19, so were not able to enjoy the full experience, as some restaurants were being closed down during our stay. We purchased the preferred club swim out. We have not decided if it was worth the extra money to do so. We definitely would not get the ocean view swim out, as we did not use at all during our stay. This is a different setup than at other Secret properties. The food was pretty good, but as stated, we weren't able to experience all the restaurants we wanted, as our stay was cut short and restaurants were being closed because of the lack of customers. We would definitely like to go back at some point and stay again. Hopefully, at full capacity, the service is still good. We would like to thank Amstar for helping us rearrange our flight after being canceled and assisting us in getting the last flight out. Also, the preferred club associates were helpful as well.
SPM March 18-22
We arrived at SPM resort and were taken from the main lobby to the Preferred Club Lounge (PCL) for check in. We were offered an upgrade to a Master Ocean front suite for a reasonable rate. What beautiful room. The UVC PCL staff were very welcoming and helpful. Check in was a breeze. The grounds on the resort property are beautiful and very well looked after. The food in the restaurants was very good and waiters top notch. House keeping did a great job and usually did the room in the morning. Unfortunately due to the covid-19 virus pandemic the number of people at the resort began to reduce and by the time we left a number of restaurants & bars began to close. Even with the closures the service and food was still really good. Unfortunately we were unable to complete our week stay because our return flights were rescheduled to an earlier date. But we had a great time during the time we were there and we will return. Great resort!
This was our first experience of all inclusive which took time to adjust to. The hotel was clean and well appointed. there was a good range of restaurants that supplied very good food. The staff were excellent. We were in the last week of a three week holiday when the virus hit the UK and USA. As numbers dwindled and the hotel staff faced up to losing their jobs and no time did they stop smiling or reduce their care and attention. The staff were simply excellent - every single one of them. In the future we hope to return to Mexico and it will certainly be to this hotel.
Wonderful setting, great service.
We were fortunate to have visited this resort recently before the travel ban was put in place. Because many people cancelled the resort was not crowded, yet until our last day most services were available. The staff did their very best to make our stay memorable. The resort is very nice and the setting is beautiful. While some updates could be done the place was comfortable and clean. The staff was very accommodating and friendly. Would definitely recommend this resort.