Secrets Moxche Playa del Carmen

My wife and I recently vacationed at Secrets Moxche in Playa del Carmen. I’d like to share our experience and observations of this 5 star resort. While being checked in they quickly tried to sell us an upgraded ocean front room for an additional $180.00 per night. We had already booked an ocean view Preferred Club Suite. There was no difference in the view other than being closer to the ocean as the clerk admitted. So the upsell begins…….. We are then shuttled to a high pressure salesman named Geoffrey trying to sell us their version of a time share. I promptly informed him that we were not interested but yet he persisted. I told him again that we were not interested and his reply was “We’re going to have some rain his week so this might be a good way to kill 90 minutes.” As we have vacationed in Cancun-Riviera Maya as well as Ixtapa and Puerta Vallarta for 28 consecutive years we were quite aware of the time share sales tactics and have never had any interest at any resort and we made that clear. We finally made it to the room and it was a beautiful room with a view of the ocean. However the bell hop failed to explain anything about the room including that everything is controlled by the tablet nor did he tell us where the safe was. I spent 20 minutes looking for the safe which had a low battery. Then we tried to use the tablet to look at the menus and within 5 minutes the tablet went black, dead battery!!!! So then we went down to the front desk to voice our concerns about the tablet and the bell hops’ failure to explain anything in the room. Not to mention the patio door did not lock. The person at the front desk responded “Why don’t you just use the app.” To which I replied no one told us about the app. As the week went on we would hear other guests say they did not know about the resort app either. We returned to our room and ordered room service on the app. We ordered 2 cheeseburgers and 4 cokes. After confirming the order with a text, we received 1 cheeseburger and 4 cokes. Needless to say this was day 1. We expected we would hear from someone the next day regarding the safe and tablet issue. That did not happen until Friday, 3 days later, when Orlando came to the room to hear our concerns. By that time we had observed several other issues with this 2 year old property. Upselling Food Charges (190.00 for a Porterhouse Steak.) which in the states would cost around 75,00 E very restaurant has a 20-25 table wait which is due to the fact that you have no DINNER BUFFET available at all Unkept property. Very overgrown and you literally have to move the fan leaves on the palm trees so you can walk through Never saw any landscapers or maintenance being performed except in the areas where the ceilings were falling down due to roof leaks Especially in the Preferred Club right outside the elevator and in the hallway next to our room. I texted Orlando the ceiling pictures of both locations and he replied “You are correct sir. I am speechless.” Your staff is unfriendly and not attentive especially in the Rooftop Preferred Club. How many times should you ask for cream and sugar for your coffee or have to look for someone????? Pool cushions were in poor condition and the pool towels were spotted and stained. Restaurants closed for special events. No advance notice anywhere until you get to the restaurant. Air Conditioning unit in the Ember Steak House drips on you as you are eating. YUK!!!!!! Restaurants are located on the 1st floor, only accessible from outside with flagstone walkways which are uneven and pool water so your feet get wet. There is no overhead coverage to the restaurants if it is raining. French restaurant menu was a joke. You had to order from one side of the menu or the other and you got everything listed whether you like those foods or not. We did not observe any security on the property We could not access the beach without being accosted by massage people and there were many lined up Guests being over served in the Rooftop Preferred Club with no intervention from the staff who were aware. Guests actually got up and were leaving. Nothing was done until we approached Carlos and he finally removed them from the Rooftop Service elevator broke down so for 2 days the guests were inconvenienced because the employees were moving food on the guest elevators Sometimes we waited 6 or 7 minutes for an open elevator. No elevator maintenance people on staff. No Corona or Modelo or Mexican music for that matter, It’s Mexico for Gods sake Guests vaping in the Preferred Club in front of staff with no intervention from the staff Dress codes are completely ignored in all the restaurants All Inclusive IS NOT all inclusive at Secrets. Every restaurant has an uncharge for premium food. We’ve been to many all inclusive resorts and have NEVER seen this before. This resort doest not qualify as an upscale property where you think you can up charge guests. This resort is like a Red Roof Inn where the breakfast is free. This is just what I can remember. I’m sure there’s more, After bringing these issues to Orlando’s attention he was kind enough to bring me 3 cans of Corona which is when I found out the fridge didnt work!! That was very nice of him. Soon after the manager Doulce requested a meeting with me. I met with her for 1-1/2 hours and expressed all these issues. Her response was “I agree with you, The property is not up to par.” She did nothing to correct any issues. We never asked for anything and she offered nothing, not even a steak dinner. She told me she was going to meet with management and she would get back to me but that never happened. She did send a bottle of champagne and some chocolate candies. The only great thing to come from this ordeal is the hostess, Anna, at the Ember Steak House who remembered us by name after only being there once prior and Armando, God Bless him, who is in charge of the steak house realized Sunday that we had just eaten there the night before and asked us why we were back. We told him we were going to eat Italian but the restaurant was closed for a private event. He promptly sat us and gave us SUPERIOR service in the restaurant that evening and made sure we were able to eat at the Italian restaurant the next evening. In fact he personally escorted us to the restaurant. We were seated immediately and then Armando came back to make sure everything was satisfactory. If it wasn’t for Armando the whole vacation would have been a crapshow. And the best is the manager Doulce didn’t even know who Armando was!!!! This vacation was so bad we almost left early but my wife talked me out of it. Needless to say we will NEVER stay at any property owned or managed by Hyatt whether abroad or in the US. We really thought we were on Candid Camera because you cannot make this up. This wasn’t my first trip to Mexico. As stated earlier, we have been coming for 28 years and will continue to come but we WILL NOT be patronizing any Hyatt properties again.

Had a fantastic 2 week stay in Secrets Moxché for mine and my partners birthdays. The hotel was everything we were hoping! Views from the hotel and room were out of this world, food and dining options were amazing, loved all the different bar options and the many pool options which made sure guests were not on top of each other. The shows were a nice touch too. All the staff went above and beyond, the sunbed guys Jaime and all the others, the swim up pool bar staff worked so hard and were all super attentive, the entertainment staff were amazing (jasmine and Jose plus all the others) , really engaging but not pushy! It was my 50th while I was there and they all came over singing happy birthday , hotel left cake and a bottle of caves in our room ( maids were brilliant too!) I cannot recommend this hotel and its staff enough to ensure you have the best holiday experience!

This resort is beautiful, the staff is helpful and attentive, the live performances were incredible, and the food and drinks were amazing. The attention to detail was obvious and impressive. They have really thought out every aspect of the guest experience, and it shows. It was an excellent place for our honeymoon!