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Secrets Maroma Beach Riviera Cancun

15 of 17 hotels in Playa del Carmen

4 out of 5 from 2 reviews
5 stars
Carretera Chetumal - Pueto Juarez Km. 306.5 Maroma , Playa del Carmen, QROO 77710 Mexico

2 Reviews

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Review Overview

  • Cleanliness
  • Entertainment
  • Food
  • Service
  • Location
Honey moon with a sad ending!
9 years 2 months ago
What can I say, they pull out all the stops with friendly staff, great food, awesome entertainment. The choice of food and drinks is really good and they have some excellent restaurants. They put a lot of money into this place, except for security.

That's right, my bag was stolen from poolside, with my phone, wallet and pictures of my honeymoon I will never get back. When I first reported this to the assistant manager Sebastian he looked like he was going to help but he didn't really. Instead he said that if I used the facilities correctly, (the safe in the room), then this would not have happened. I then found out then I am the only person in the hotels 7 year history to be robbed.

When I asked about looking at cameras from the pool area, they said they don't have any? I mean a 5 star resort and no cameras poolside? I know people want privacy but also security too. Everyone else had laptops, phones etc with them, so why should I have had mine locked away?

After an hour with the Sebastian I spoke to the manger Ivan Santos. To be fair he was a nice guy and he did try to help. I asked with the 1,000 staff at his disposal can he do a quick check for my bag in the rooms? He said no, but when the cleaners clean they can have a brief look, only if there is no do not disturb sign.
After getting fed up I went to bed and the next day spoke to the head of Concierge Carlos, who initially seemed like he was finally going to help. He said there was one camera pointed at the area of the theft from building 25. However, camera has no zoom and could not see much. This really got on my nervous.

Two days later we are ready to check out and still no bag, so it's well and truly gone, then I thought OK well maybe they might say sorry and offer to pay for taxi to airport or take something off my $225 room bill, but not a penny!
Then he said I don't want you to leave with a bitter taste in your mouth, I want you to come back!!! Was this guy joking? I will never be back after how they dealt with their first ever theft.
Simply Amazing
12 years 4 months ago
We stayed at Secrets Maroma at the end of March 2012, we wanted a holiday where we could relax, with an amazing beach and this is exactly what we got.

On arrival at the hotel, our bags were immediately taken by a porter and we were shown to one of the many reception desks, given a seat, a cold towel and a glass of champagne.

After checking-in we were shown to our room and our bags arrived a couple of minutes later, we didn't go for anything other than the standard room so our view was limited, there are ocean front rooms available and also rooms with a swim out pool, the room did include a massive two-person Jacuzzi bath though with an enormous bed big enough for 4!

The food available at breakfast was pretty amazing, cereals, cooked breakfast, cold meats, crepes, desserts, fajitas, you name it it was probably there.

Lunchtime there is a poolside grill serving BBQ food, with salad/veg etc, there is also a buffet restaurant serving some wonderful food, and a third restaurant is also available, most days some of the cooking staff will appear round the pool with pizza slices, a guy with a kebab machine (watch out for the birds!) I put my kebab down on the sunbed and the next thing a bird was eating his way through it!

On the weekend the staff come out in force at lunchtimes bring all kinds of foods for you to try, they even canoe their way through the pool to bring it to you, amazing.

In the evenings there are a variety of restaurants, French, Italian, Mexican, Asian, Fish & a grill restaurant. The standard of food and service is impeccable, we really couldn't fault it, we've read some reviews with people complaining about the food not being enough or up to their standard, we figured they were extremely fussy!

Room service was also available, each room has a 'secret' box so if you're in the shower they will leave your order in the box which you can access from inside too, it's like a big post box, there's a mini bar with soft drinks and alcohol too, all for you.

When we booked this holiday we wanted 'proper' all-inclusive and this was exactly that, premium alcohol was available, I drank Grey Goose vodka mostly, if I had to pay for those drinks it would've probably cost more than the holiday did :)

The beach was amazing, quiet with clear blue turquoise seas, the pool area is plenty big enough that you never have an issue getting a sunbed, complete with towels and waiting service to bring you drinks all day, the entertainment staff were great too, something was always going on and they were not trying to push you into doing something if you didn't want to.

All in all this was a fantastic holiday and we will be visiting again, we can't wait!

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