Ratings based on 1,186 Verified Reviews

4.7 out of 5
94% of guests recommend
4.8 Room cleanliness
4.8 Service & staff
4.7 Room comfort
4.7 Hotel condition
Expedia Verified Reviews
2 out of 5
by A verified traveler from Illinois

Disappointed this time after 7 previous visits.

Posted Dec 6, 2017
Pros: The staff are always helpful, polite and gracious. I did get the feeling that they were receiving more than the usual complaints from visitors.
Cons: This is a very expensive all inclusive adults resort. Stop trying to nickle & dime us more once we've paid such a cost to stay here. Improve shows
Location: Tulum, Puerto Morales, Playa del Carmen, Xel Ha & Xcaret are all worthwhile places to explore. You can also take the ferry across to Cozumel.
We have stayed at this resort since it opened and have always be wowed. This past time we were disappointed over and over again and felt like we were price gauged continuously despite the already high price of this resort. Examples include the shows are not as high quality as they used to be. Mini bar had soda, water and cheap beer. No wine, no liquor despite this being an all inclusive adult only resort (orange soda, really??) No snacks in our room but the newly renovated rooms had better mini bar & snacks. Rooms are looking tired and worn and frankly the hotel is a little grungy in places (elevators). The main lobby bar has a water feature and chunks of the tile have fallen off and not replaced (bad first impression). Gift shops very expensive (more than usual) spending $30.00 for small pkg of Imodium and Pepto Bismal. Our last night, we attended the Mexican Fiesta dinner/show. there were 4 of us and you could be seated cafeteria style with many others or have a table of four if you agreed to buy one bottle of wine. Wine was $75.00 for Savignon Blanc - Nobli which cost $11.99 at Binny's in Illinois. Ok, I understand a mark up but 6 times?? Show was mediocre compared to previous visits, it's obvious they are not putting the money into entertainment any longer. However, I will say the "Affair" show was more up to the previous standard. Had to wait over 1-3/4 hours for a table at the French restaurant and missed most of the "Affair" show. We won't be back.
Comment from Hotel Management
Dec 11, 2017 by Social Media Manager, Hotel Management
Dear Eleanor, We truly appreciate the time you have taken to share with us your impression about your stay at Secrets Maroma Beach, Riviera Cancún. Rest assured that your feedback will be taken into consideration as it helps us improve our facilities and services. We are constantly striving to achieve the highest level of guest satisfaction and this is very useful to us. At Secrets Maroma Beach, Riviera Cancún we are always looking to surpass our clients’ expectations of genuine luxury hospitality by providing outstanding locations and service excellence. We hope you allow us to make your next stay an unforgettable one. All best wishes,
5 out of 5
Recommended
for Everyone
by A verified traveler from Denver, CO

Stunning Beach

Posted Dec 1, 2017
This hotel is in an older style, but extremely well maintained with beautiful grounds. What surprised us the most were the sights of the jungle birds and coatis on a daily basis. Very cool!
Comment from Hotel Management
Dec 2, 2017 by Social Media Manager, Hotel Management
Dear Trisha, Thank you very much for sharing your positive comment about your recent stay at Secrets Maroma Beach Riviera Cancún on our TripAdvisor platform. Comments like yours make us attempt more to provide our service every day We hope that in the future we can have him back with us to provide a service and help you to get a more satisfying stay. Best regards; Pablo Muñoz Social Media Manager Secrets Maroma Beach Riviera Cancun
5 out of 5
Recommended
for Couples
by A verified traveler from North Carolina

Great resort, but poor customer relations

Posted Nov 30, 2017
Everything about this resort is great: grounds, rooms, views, food, truly friendly service. The only major gripe is that when there was a charge mistakenly made to our room by another guest, the management felt that it was necessary to pull the receipt from the restaurant to confront us rather than take the word of a customer who had already spent thousands of dollars to stay at the resort. (By the way, I had signed at least 2-3 documents during check in and they could have easily confirmed that the signature on the receipt was not mine without requiring my presence.) We were checking out at that point and during the altercation our airport shuttle arrived. I had started the check out process 15 minutes prior to the arrival of our shuttle and it took them 25 minutes to resolve the situation. I had already confirmed that there were no other charges to our room the afternoon before check out. Apparently “the customer is always right” does not apply at this resort.
Comment from Hotel Management
Dec 2, 2017 by Social Media Manager, Hotel Management
Dear Shortkwan, On behalf Secrets Maroma Beach team, we would like to thank you for choosing us as your holiday destination and for sharing us your kind words with the TripAdvisor community. We are pleased to know you had a delightful stay with us and that we were able to fulfill all your expectations. We strive in having a great ambiance to satisfy all the needs of our valued guests, so we are delighted to read you enjoyed your stay with us. Rest assured that all your comments have been shared with our team in order to keep improving our services and facilities. We would love to host you again at your home away home; Secrets Maroma Beach, Riviera Cancún. Warm regards. Pablo Muñoz Social Media Manager. Secrets Maroma Beach Riviera Cancún
5 out of 5
Recommended
for Couples
by A verified traveler from Dallas, Texas

Scuba Re certification

Posted Nov 28, 2017
Pros: Proximity to the water, upscale, all inclusive - not at all stingy with anything...
Cons: I cannot think of anything
Location: The city of Playa not so near by. It is a trek if you are into girl watching and crowded beaches - that was not for me (except for the girl part).
The hotel was on the beach - the staff was superb, the food was 5 star. The PADI scuba instructor, Manuel, was meticulous. A wonderful 5 day stay.. It was a long way from Playa del Carmin - but one trip to Playa convinced me that was not a problem..
Comment from Hotel Management
Nov 28, 2017 by Social Media Manager, Hotel Management
Valued Sammie, Thank you for share your wonderful experience about your stay with us, We appreciate the time you have taken out of your schedule to post a review. It is very encouraging to read such good comments about your stay. The team here work very hard to provide a consistently high service and are very proud of what this resort represents. They will be very encouraged by your comments, I will share with all of them. It has been a pleasure to be at your service; we hope we have the chance to serve you again in the near future, and If you need something please do not hesitate to contact us. Kind Regards,
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Nov 26, 2017
Excellent. Will be back! ...............
Comment from Hotel Management
Nov 28, 2017 by Social Media Manager, Hotel Management
Dear Valued Guest, Thank you for your comments. Your appreciation about our service and our staff is the best reward for us. I look forward to sharing your comments with the staff at the hotel. It is great for us to know that we already exceeded your expectations; your comments about our services, food and activities are the best incentive for us to improve. Thank you once again for taking the time to post your review. We hope you give us the opportunity to welcome you to the hotel again soon. Kind Regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from GA

World class service

Posted Nov 6, 2017
Pros: The food was amazing, there is a daily events schedule that was full of things for any type of personality. So many good options. Safe!
Cons: Not a single complaint!
Location: We did not leave the resort. There was plenty to do onsite. Stayed 4 nights.
I highly recommend this resort! World class customer service from ALL staff members. We traveled with 3 other couples and accommodating our size group at dinners was not an issue. We traveled the first week in Nov. The Halloween decor was still up. We heard the haunted house was good but I dared not! The resort felt as though it was just ours, hardly anyone was there and the weather was perfect. We stayed in room 2330, one of the buildings towards the back. We had an ocean view from a distance and it was an end room; it was perfect. We could have upgraded to a room up close to the beach that did have a ton more space and a personal hot tub but we used that money to visit the spa and were perfectly happy being towards the back. Our favorite restaurant was the Italian one and Seafood. The pool was incredible, if you sit towards the side facing the Ocean you get the best of both worlds!
Comment from Hotel Management
Nov 8, 2017 by Social Media Manager, Hotel Management
Valued Megan, Thank you for share your wonderful experience about your stay with us, We appreciate the time you have taken out of your schedule to post a review. It is very encouraging to read such good comments about your stay. The team here work very hard to provide a consistently high service and are very proud of what this resort represents. They will be very encouraged by your comments, I will share with all of them. It has been a pleasure to be at your service; we hope we have the chance to serve you again in the near future, and If you need something please do not hesitate to contact us. Kind Regards,
5 out of 5
Recommended
for Everyone
by A verified traveler from Monte Rio

Perfect anniversary trip

Posted Oct 7, 2017
From the moment we arrived at Secrets it was clear that this place is amazing. The staff is so incredibly nice and the al la Cart restaurants are the best we have been to at an all inclusive. The French and Italian were our favorites - escargot and Cremw Brule should not be missed! We had a swim out suite in building 26 and used it everyday. The grounds, the beach, and the shows are outstanding. I have to give a shout out to our concierge Roberto who was the best!! Also we enjoyed our bartenders Angel (swim up bar) and Ruben (beach swings bar), and Christina in activities. One night we were approached while we were at the lobby bar by a man who told us he was a mentalist and wanted to show us a few things. At first we were totally skeptical and then he really blew our minds! Armando Coda, my husband is still talking about this and we have been home a week! The entertainment at this resort really was incredible! We normally like to try different resorts and never go to the same place twice but this place is the exception, can’t wait to go back!
Comment from Hotel Management
Nov 1, 2017 by Social Media Manager, Hotel Management
Dear Carrie, We would like to thank you for choosing our resort as your host on your recent gateway to our destination. It was a pleasure having you and we appreciate that you have taken the time to share your experience on Tripadvisor. We truly hope you can give us the opportunity to host you again in the future so we can offer you the truly remarkable experience that you deserve. Please do not hesitate to contact us personally prior your arrival, we will be happy to assist you. Warm regards, Pablo Muñoz Social Media Manager
3 out of 5
by A verified traveler from Texas

A bit disappointed, but still a great stay.

Posted Oct 2, 2017
Pros: Swim out room, smaller property, presence of cute critters - Coati and Cabybara.
Cons: Activity schedules, having an enclosed area for night shows (to prevent mosquitos and have AC), Barefoot grill being open more than 1 of 7 days.
Location: Lots of available excursions. Spa services.
My husband and I stayed for 7 ni ghts -our 4th trip to a Secrets resort in the Cancun area (others we've been to are Capri, Akumal & Playa Mujeres. FYI, we are NOT preferred club members). I had high hopes for this resort as during our other sister property visits, I had always heard this was the best one. We reserved a swim out - which was great. We were at the very back of the property (not being preferred club members), which ended up being fine because it was quiet and close the majority of the dinner restaurants.. This property differed from our other experiences with Secrets in a few areas, that made it disappointing for me.The event schedule was off. Workout classes were offered late morning or mid day, when it was crazy hot. Barefoot grill, by the pool, only open 1 day out of the full week we were there. The other days, they set up a few buffet trays with pre-made choices. Not great. Oceana - never open for lunch. Dinner only. The nightly shows - open air/covered or by the pool - be prepared for mosquito city. General Ocean was tumultuous during our stay, likely bc of the recent hurricanes. Lots of seaweed, which the staff did their best to remove daily, but it was often in the surf. Not their fault, but still a bummer. A few buildings were closed for renovations, which was fine, less people. We still enjoyed our stay- however, compared to Akumal and Mujeres-my favorites; Maroma was disappointing. I would not return to this property.
Comment from Hotel Management
Nov 1, 2017 by Social Media Manager, Hotel Management
Dear Tara, First of all, we would like to thank you for choosing us as your holiday destination. We regret to learn that your experience was far from pleasant. Please be certain that this situation does not meet the usual standards from our resort and brand and we will take the proper measures to prevent reoccurrences like this in the future. Overall, we take such comments very seriously and you can be assured that we will take actions in the matter in order to keep improving. With this said, we look forward to have the opportunity of hosting you back on a renewed opportunity to redeem your confidence our resort and service. Best regards, Pablo Muñoz Social Media Manager
5 out of 5
Recommended
for Everyone
by A verified traveler from Philadelphia, PA

Great Resort

Posted Sep 27, 2017
We were the first people in our room since a renovation. So somethings like the AC, shower water, and TV didnt exactly work. We brought it to the attention of the staff/front desk and they fixed everything quickly. They also provided us a beach cabana everyday for free to make up for it. We were upset at the time but they definitely made it right. Great place, highly recommend. Staff was awesome. New swim up room was beautiful. Thank you Secerets!
Comment from Hotel Management
Oct 4, 2017 by Alfredo Montaño, Hotel Management
Dear Tony, Thank you for taking the time to share your review. It makes us happy to read you experienced a sort of inconveniences and that our team went out of their way and made it right for you. We apologize for the inconveniences and thank you for giving us the opportunity to change your perception during your stay. We look forward welcoming you again when your travels bring you back to Riviera Maya.
5 out of 5
Recommended
for Couples
by A verified traveler from Irvine, CA

Love Secrets Maroma

Posted Sep 11, 2017
Pros: The beach, the renovated rooms, the band, the service.
This resort has the best beach in the area. The renovated rooms are beautiful: modern walnut furniture, beautiful new fixtures. The rooms are elegant, spacious, and cozy. The staff is friendly, the service is prompt. Four ethnic restaurants plus a grill house , buffet style breakfast, lunch and dinner in the main building and a nice cafe. The food is also served on the beach. Nightly entertainment; the rock band is pretty decent. lots of things to do: from yoga, boot camp, tequila tasting, Spanish language class, gym to kayaking (which is free), paragliding, snorkeling, water scooters.
Comment from Hotel Management
Sep 22, 2017 by Alfredo Montaño, Hotel Management
Dear Rapha, Thank you for taking the time to share your review. It is rewarding to see you had a great time as it is our goal to exceed expectations. Please do not hesitate to contact me when you need a little break.