Secrets Maroma Beach Riviera Cancun - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

24376 reviews

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  Under whelming 5*

  From the highway to the hotel the road was absolutely dreadful, full of potholes and very uneven, more about this later. First impression of the hotel was not great. Arrived at the Preferred club and booked in smoothly and quickly. Asked about a room upgrade but was only offered a sea view at £2000 for the two weeks. So we stuck with what was allocated. We were in block 16 on the top floor. The room although a partial sea view had a great view over the main pool and a majority of the sea, perfect. Point to note, if you have a room on a lower floor the sea view will be obstructed by palm trees. The room was pretty standard for this level of hotel but was clean and well equipped. Our building Concierge was Felipe, who was great and worked hard to make our holiday special. We were aware of the building work at the hotel (via BA who we booked the holiday with) but did not understand the extent this impacted the hotel facilities. No theatre, no night club and two evening restaurants moved to the buffet area. The best bits about this holiday were; - The staff are absolutely fantastic, to name just a few, Margarita, Manee and Mateo in the preferred restaurant, Antonio in the preferred lounge bar. Also, Jocelin in the world cafe, Saha for lunch and Paloma in the meat/fish restaurant. - Generally, the food was good but not great. There is a large variety of the food on offer. - The entertainment team are engaging and lots of fun. In particular Alexandra, Karla and Issobelle. - There are numerous daily activities and these were fun to join in or just spectate. - The live music around the pool and else where was great, especially the country and western singer and the guy playing the drums. - The room was comfortable but nothing special. - The beach is superb and the hotel did a good job at cleaning the seaweed, daily. - Probably some of the best sun beds around the pool we have had. - Drinks service around the pool was exceptional, shout out to Leo. The things that could be improved are; - One of the biggest gripes about this hotel is that there isn’t a preferred club restaurant in the evening. Most of the competitors to Secrets, including Dreams which is their lower priced branch do provide this experience. - The next big gripe was how cold the water was in both pools, absolutely freezing. - The preferred club is not value for money and won’t recommend it at this hotel (has been worth it at others in the chain). - The building work during the day was manageable, but when this work continued throughout the whole night this is unacceptable. They were racing to get the two restaurants finished by the pool for the hotel owners daughter wedding, apparently. The approach road was being improved when we left, co-incidence or for the wedding. - Replenishment of the mini bar was sporadic. - We found numerous activities going on during the day that weren’t advertised anywhere, simple school boy error. - The evening entertainment was pretty average. - The turndown service was hit or miss on when it was done or just didn’t get done. - The spa hydro therapy was pretty poor and not cheap if done separately from a massage. - No free entry to the hydro therapy as a preferred club member. - Through conversations with other people that have stayed at Secrets/Dreams we were told many things that have changed for the worst since Hyatt took over. A quick summary, I think this hotel is very over rated and doesn’t represent what you might expect from a trip advisor 5*. Preferred club is not worth the extra at this hotel. The freezing water in the two pools spoils my experience when on holiday. Having said that, the hotel is located on a great beach and the staff are excellent. The food is good not great but there is plenty of choice. We won’t be in any rush to rebook this hotel in the future and will return to their competitors instead, there are many of them!!!!

  Nov 17, 2025
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  Best Concierge Service in Mexico

  My wife and I had an awesome experience and vacation at Secrets Maroma Beach!!! Brandon Gomez was our Building 26 personal concierge who took care of everything for us. From scheduling dinners, locating some pool toys, ensuring our room was cleaned and well stocked, to scheduling pool cabanas and Bali beds he went out of his way to ensure we were comfortable every moment of our trip!!! He is all about customer service and customer experience and if you’re fortunate to have him as your personal concierge you will not be disappointed and will likely make a friend for life!!!

  Nov 16, 2025
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  Amazing Staff and Resort

  We went here for a week and secrets maroma exceeded our expectations! The staff truly went above and beyond to make your stay special. Special shout out to Adriana in reception, Jesica at the lobby bar, Leo on the entertainment team, Dario down at the beach, Franco at the beach and pool, and Felipe for concierge. Highly recommend staying here and will be coming back!

  Nov 16, 2025
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  The place to stay

  All only adults is the way to go. So clean and staff all around is amazing. Our concierge for villa 20/21 Carlos was exceptional. Definitely would be back and recommend staying.

  Nov 16, 2025
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  Heaven on Earth

  Beautiful hotel with outstanding service. Great selection of activities. Top location. Perfect for relaxing holiday. Could improve on F&B.

  Nov 15, 2025