Ratings based on 442 Verified Reviews

They paid and stayed. We double-checked.
4.6 out of 5
90% of guests recommend
4.7 Room cleanliness
4.7 Service & staff
4.7 Room comfort
4.6 Hotel condition
They paid and stayed.
We double-checked.
5 out of 5
Recommended
for Couples
by A verified traveler from London, UK

The most beautiful hotel I've ever stayed in!

Posted Sep 13, 2014
Pros: EVERYTHING!! It was so perfect and such a great place to spend a honeymoon. Would definitely go back!
Cons: The spa was quite expensive, so prices could be lowered slightly. Also, the photography studio was a but misleading in pricing
Location: Just lie on the beach all day!!!
What an incredible hotel! From the moment we were greeted at our taxi with a glass of champagne, it was non-stop luxury for a week! The hotel is beautiful and look exactly like the photos, if not better, something hotels never do! Our room was fabulous - huge with a beautiful bathroom. We'd opted for a swim out room and would recommend that as it's literally 2 steps from your room to the pool. The room was beautifully cleaned with towel creations each day, and the turndown service had rose petals each evening. There was also champagne and fruit in our room when we arrived. The staff were so wonderful and lovely. I've never seen so many ground staff working around the clock to keep the hotel looking perfect. The food was outstanding and it was so hard to pick which restaurant to eat at each night! The bars were all great, and again, the service was wonderful. The spa was also lovely and relaxing
3 out of 5
by A verified traveler from Texas

Great food and kind staff however things to know

Posted Sep 9, 2014
Pros: Food, service, cleanliness good, but as a Secrets we felt it was subpar and like any other resort.
Cons: A/C needs improvement throughout room was cool at best not cold, Ocean floor can't be improved to many rocks.
Location: Typical excursions in Cancun
First the positives, the food truly was very good, the room and the hotel was clean, and the staff for the most part was friendly. I say for the most part because we ran into a few bartenders that weren't very pleasant or very happy to be there (happens everywhere it seems like). Now two of my biggest complaints, the first being very important to future travelers and something I wish I knew before booking. Although the beach was nice aside of the seaweed that they tried hard to keep clean, the ocean itself was almost un-swimmable. The ocean floor at this location has a lot of growth, shells, and more importantly rocks. rocks big enough to stand on and others small enough to cut your foot, the only time we did spend in the ocean was when we swam about 200 yards out to the only clear area we could see from the beach and yes we swam because you can't walk or put your feet down. So know at this particular resort the most ocean you are going to get is going about knee deep out laying down and getting back out. Now the 2nd part and to start let me say I am hot natured but at this resort unless you were in your room you couldn't get away from the heat. What this means is the front lobby and the indoor "formal" restaurants and not as cool as they should be. Most dinners myself and others in my party (traveling with 6) would eat and sweat. The main lobby area and bar were warm with no fans and frankly made it very hard to sit there and eat/drink. Outside at least there was a breeze.
1 out of 5
by A verified traveler from Dallas, TX

Front Desk Staff Incredibly Rude.

Posted Sep 9, 2014
Pros: Food was good.
Cons: Front Desk Staff Training
Location: Tulum, Cenote.
I came here for my birthday and after my experience here I wish I had stayed home. The room type was not honored. We were downgraded to another room. This room had a malfunctioning A/C system. Told the front desk next day to please switch to another room due to loud noise from A/C. Was treated like trash. Thanks a lot.
5 out of 5
Recommended
for Everyone
by A verified traveler from london

A great all round experience

Posted Aug 30, 2014
Pros: Food, pools, beach access, staff, day time activities
The room was very large and appointed to a very high standard. The food at the hotel excellent, and every meal surprised me with its quality. The staff couldn't do enough to help you and the facilities were great. The spirits on offer were all major labels with no expense spared. Day time activities were good, including sushi lessons, beach soccer etc. The beach was great, weather hot and tropical and the over all experience couldn't have been better. Top marks!
2 out of 5
by A verified traveler from jD

Not a real secret

Posted Jul 26, 2014
If your used to secrets this is not a real one you will be Disapointed. Good: food and staff Poor: pool heated in July ! , rooms are in used poor conditions. No atmosphere , I regret going there .
Comment from Hotel Management
Aug 9, 2014 by Social Media Aldo Delgado, Hotel Management
Dear john, Thank you for your feedback. We regret you felt that way of our resort. It is important to mention that we have a heated pool for all guests convience. But you may use the other 7, those are not heated. Greetings,
4 out of 5
Recommended
for Everyone
by A verified traveler from Louisiana

The beer needs to be cold.

Posted Jul 21, 2014
Cons: The beer is either cool or warm. It was very difficult to find a cold beer...
We had a great stay for our 25 wedding anniversary. They forgot about us at check-in for about 35 minutes but we didn't let that ruin our stay. The food, pool and beach was great. The only real problem was that it was very difficult to find beer that was actually cold. I've never had this problem before at an AI.
Comment from Hotel Management
Aug 9, 2014 by Social Media Aldo Delgado, Hotel Management
Dear Kenny, Thanks for your comments! We are proud to be the host of such importants celebrations and we hope to host you in many more holidays. Best wishes,
4 out of 5
Recommended
for Everyone
by A verified traveler from Baltimore

SS

Posted Jul 20, 2014
SS has great food, cold AC, cold fridge. Entertainment is good. A pool for each building and a main pool. Service is A1 in all areas. If you are an ocean lover this is not the place for you, even water shoes didn't make it better. Beach is awesome. Have dinner with Roberto in Portofino. Enjoy☆
Comment from Hotel Management
Aug 9, 2014 by Social Media Aldo Delgado, Hotel Management
Dear. Rachael, Thank you kindly for your comments towards our beautiful Secrets Silversands. It is our pleasure to read you really like us. We truly hope to host you in not a distant future. Greetings,
4 out of 5
Recommended
for Everyone
by A verified traveler from Sydney, Australia

Great hotel, the beach is not nice at all

Posted Jul 18, 2014
The hotel is beautiful, the service great, the food delicious. I don't have any complaints about the hotel itself, but the beach is not nice at all. The water is not the beautiful Cancun blue, and there's a lot of rocks and weeds so you can't really swim or enjoy the beach. If you just want a great all inclusive resort and enjoy the hotel and pools this is definitely an option, but if you want the beautiful Cancun/Playa del Carmen beach, choose a different hotel.
Comment from Hotel Management
Aug 9, 2014 by Social Media Aldo Delgado, Hotel Management
Dear Monica, It was a pleasure to be your host at our beautiful paradise. As you experienced, our Unlimited-luxury® provide and exceptional selection of restaurants .That means a lot of choices with great food! It is very important for us to always tell the beautiful nature gift we have. In this case is our proximity to one of the largest coral reef in the world. That is the reason the beach is like that in all Puerto Morelos zone. We truly hope to host you in your next holiday. Greetings,
3 out of 5
by A verified traveler from Miramar, Florida

Lack of maintenance

Posted Jul 6, 2014
Pros: The food and mattress
Cons: room furniture, bathroom, shower, closets, drinks
5 out of 5
Recommended
for Everyone
by TJ from New Jersey

Super friendly staff and great food

Posted Jun 23, 2014
The only negative thing about this place is that the beach is not really swim friendly. Other than that, this resort has it all. Great food, top shelf drinks, and the staff is extremely accommodating....Anything you need, they'll be more than happy to help you. Def will be returning
Comment from Hotel Management
Jun 28, 2014 by Social Media Aldo Delgado, Hotel Management
Dear TJ Thank you for your wonderful review. We are very happy to learn that your stay was a most pleasant one, and that you were highly satisfied with our service. We look forward to have the pleasure of having you back home in the near future. Best wishes, Aldo Delgado