TLDR version:
Talia (concierge) 11/10
Naps 10/10
Cabanas: 10/10
Coatis: 10/10
Hawk 10/10
Pools 10/10
Ivan PC lunch 10/10
Beach 10/10
Room 10/10
No kids 10/10
Housekeeping 10/10
Liquor selection 8/10
Night life 7/10 (say the entertainer names)
Turndown service 7/10
Iguanas 6/10
Mosquitoes 2/10
Seaweed 2/10
Smoking across the property 2/10
Overall: Secrets Maroma delivers a five-star luxury resort experience, with excellent customer service, a gorgeous beach, beautiful pools, luxurious rooms, wonderful food and drinks, and a superb entertainment team. We visited in September for our 14th wedding anniversary and stayed in a Preferred Club Swimout room in Building 25. This was our second visit to the resort. The resort was in the final stages of construction, but the noise was minimal and did not affect our experience. We live in Chicago, so we may be accustomed to occasional construction noise. We could not hear any construction from our room in Building 25. The weather was perfect throughout our trip. It stormed only twice, both times at night. We absolutely loved our experience at Secrets Maroma and will return.
Concierge: Talia was perfect! The entire time we were at Secrets we felt like we had a personal concierge that was ready to assist with any request or answer any questions we had. While we knew there were more people in building 25, she made us feel like we were her only guests. A standard thing at Secrets is for concierge to text you all the daily activities. Talia went above and beyond this by responding to questions via text, explaining the nuances with cabanas, spa packages, dinner options, entertainment activities, preferred club perks, and amenities associated with our room and throughout the resort. She was a skilled communicator, very friendly, respectful, highly intelligent, and elevated our entire experience. If we briefly mentioned things like pesky mosquitoes, dress code, or preferred food, she listened and either took action (often without us knowing) to resolve a potential need, provided an answer to our curiosity, or quickly found an answer and sent us a message. It was a privilege to get to be greeted by Talia on many mornings and for her to personally come find us throughout the resort to provide a direct answer or options for our stay. A huge thank you to Talia for setting such a high standard for concierge service.
Check-in/Check-out: We arrived a little before check-in and they provided the option to get lunch at the Preferred Beach Club while we waited for our room to be ready. They notify via the app or text, but cell service may make it hard for you to receive the notification. Once we restarted our phones, we started getting messages.
Check-out was very smooth. We went to the preferred check-out the day before we left to review all charges and make sure things were in order for our transfer. This made the next day a very efficient process so we could enjoy the resort up until the last few minutes. Valet was excellent and very efficient.
Room: The rooms are luxurious, spacious, and create a romantic atmosphere. From the time you walk in, you feel like you are at your home away from home. This was our first time back since the updated décor and we loved the updated design.
There is a secret box for dirty dishes and no-touch food delivery. This helps keep the room tidy and maintains your privacy when you need it. The door has a privacy light, a deadbolt, and an additional lock that made us feel safe. You should always bring fewer clothes than you think you need for an all-inclusive beach vacation. Since men must wear shirts with sleeves at all restaurants, and many restaurants require pants, I was happy to find a steamer and an iron in the spacious wardrobe. We had several business-casual outfits for the week and plenty of space. We asked for ten extra hangers, which gave us enough to hang all of our clothes, including dresses, dress shirts, and jackets. There are also plenty of dresser drawers for clothes. The room refrigerator is fully stocked each day, and we loved that Preferred Club guests can select specific types of beer, liquor, and liqueur. They sneakily store the throw pillows on the other side of the dresser.
The bathroom is spacious, with two sinks, a private toilet area, a spacious walk-in shower with a rainfall showerhead and handheld sprayer, a pullout clothesline for hanging swimsuits and washcloths, and a Jacuzzi-style tub. The bench in the walk-in shower was a nice touch for comfort. There is a partition that can be closed between the main room and the bathroom for privacy, if you need that sort of thing. 😊 One big perk is that if you stream music through the TV’s Chromecast, you can play it in both the main area and the bathroom. This made the vibe even better. The only minor issue in the bathroom is that the sink area has just one drawer, so it was hard to keep the counter space clear.
There is plenty of light with a variety of ways to set the mood or ease into the morning. Plus, there are reading lights on both sides of the bed that made it easy for some reading time. The bed is comfortable, has plenty of pillows and you can request specific pillow types through the Hyatt app, or ask your concierge. There is a business desk area. I had to, unfortunately, conduct a virtual meeting while on vacation and I appreciated that there were two types of paper for taking notes during my call. There is a USB outlet in this area, too.
Beware of the step-down transition from the bedroom area to the living room area. The sensor to turn on the light is on the wall by the nightstand. This lights up the floor so you can see the step down. We did not find this to be dangerous but those with mobility needs may need to be cautious. The living room area is comfortable and was delightful for breakfast room service.
The patio area was spacious, with a table and a loveseat. We didn’t use it much, but that was because of the large number of mosquitoes during our trip. The situation improved as the resort continued to spray our room and the surrounding area. We had a swimout pool that my wife absolutely loved using. There’s nothing like having a personal pool available at your leisure. Plus, it’s lighted with different colors that can be programmed. The swimout pool’s water temperature varied from that of the main pool. Because Building 25 has more shade, the water was typically 5 to 10 degrees colder. Rules are posted for the pool, such as its 8 p.m. closing time, but they seem to be enforced on the honor system.
Housekeeping: The daily housekeeping was excellent. They were thorough and made everything spotless on a daily basis. They even followed some brief requests that we made during our stay. We were pleasantly surprised they even neatly arranged our charging cords. Impressive attention to detail!
We were on the ground level, and turndown service seemed to arrive consistently between 5 and 5:30 p.m., which greatly interrupted our pre-dinner transition. Make sure to turn on the privacy light when you return from the pool or beach to get ready for dinner. Turndown service should occur while you’re out for dinner. Talk to your concierge if this becomes a problem.
Beach: Let’s be honest: Riviera Maya has a 120-mile stretch of beautiful coastline along the Yucatán Peninsula. If you want a massive, stunning white-sand beach, Secrets Maroma at Playa Maroma is number one. It’s famous for its bright-blue water and white sand. Sargassum has become a major issue because of changing weather patterns, and erosion of the coral reef also puts the beach at risk. Less reef means fewer parrotfish eating algae and turning coral into the white sand we love. Look for coral-friendly sunscreen to help sustain the reef. The resort did an amazing job of removing sargassum from early morning through the afternoon with a large tractor. When the wind was strong, the sargassum produced a slight smell, but it wasn’t enough to ruin the experience. Swimming was a little difficult, but the shallow water made it possible to get through or around the first patch of seaweed and reach clearer sections. In September, the water was not as crystal-clear as it had been a decade earlier, but it was still beautiful.
We rented a private beach cabana for a day, and it was by far the most relaxing day. There are two options (Presidential and regular) and they are both elevated off the ground providing additional privacy. The cabana bed was extremely comfortable and with the warm breeze and sound of the waves, we both drifted off to sleep for a wonderful nap. The breeze was also great because it kept any pesky bugs away (the breeze doesn’t reach the pool area in the same way). There is a wooden walkway to the beach cabanas, bar, and preferred beach area. This kept our feet less sandy and created easy access for a night stroll.
The cabana server and preferred beach area servers were amazing! They respected your privacy and were attentive. They could be pushy on the alcohol but did so in a friendly and fun way. We definitely did not get thirsty. The preferred beach area is the only area where you can order higher shelf drinks while relaxing on your beach chair.
I highly recommend that you take a walk on the beach at night and look back at the resort. The view across the ocean and of the lit resort is quite stunning to see.
Pool: Secrets Maroma has two pools with a new “jungle” pool on the way. We spent two days in a pool cabana and a few days at different sections of each pool. The cabanas are very private, and René took care of us on both days and was an amazing and attentive server. He quickly got to know our drink orders, snacks, and made our experience extremely enjoyable. Pool servers bring everything you need to you, and they have 5 trained hawks that keep the crows away. They also have trained dogs to keep the iguanas from stealing food. Trust me, an iguana tried to jump up on our cabana bed to get some of our lunch.
We didn’t have any problem claiming a beach chair at different times of day. The servers quickly brought towels once we claimed a spot, or we could easily grab them from the towel area; the darker-brown towels tended to be fluffier. Preferred Club guests can sit on the southwest side of the pool for closer access to the Preferred Beach Club bar, top-shelf liquor, breakfast, lunch, and the restroom. Just make sure to move the umbrella a few times throughout the day to maintain shade. The infinity pool is designed for relaxation, with only one or two pool games during the day. The main pool is busier, with wellness and recreational activities led by the entertainment team. Secrets Maroma greatly respects relaxation and romance, so you will have no problem avoiding activities when you want to relax all day. A handful of areas include two beach chairs and a beach bed. If you can snag one in the morning, the chairs offer shade while the bed provides a place for sunbathing. These areas are also next to small pool cutouts, set up like little gulfs, that let you stay in the pool in a somewhat private section. We snagged one of these spots on the last full day of our trip.
The best part of the pools was that by the end of the day the sun heated the pool water to be the perfect temperature. We found that by 5pm we did not want to leave the water and could have probably stayed in the water until dusk. There are private hot tub areas (that we didn’t use). Finally, on the walk from the pool area to the main building there are hammocks, and hidden rope pergolas that are private and a nice touch.
Restaurants:
Due to the construction, the Mexican restaurant was closed, and we had access to 7 restaurants. This included Bordeaux, Seaside Grill, Oceana, Portofino, Himitsu (including Teppanyaki tables), World Café, Coco Café, the Preferred Beach Club for lunch, and Preferred breakfast. There were also special meal opportunities that we took advantage of like a private pool side dinner and the Mexican Independence Day celebration plated dinner.
The food presentation was exquisite! I greatly applaud the chefs for their consistency in making every dish stand out. It enhanced the experience and made the food appealing on a level I would expect at a Michelin star restaurant.
My favorite meal was the chicken breast stuffed with spinach and goat cheese at the Preferred Beach Club. It was SO GOOD! My wife loved the shrimp ceviche and the octopus at Oceana. Our favorite server for dinner was Salvador. He was super-efficient, well-versed in the menu at Oceana and the other restaurants, highly personable, and made each dinner very special. The Preferred Beach Club salmon was also very good. We loved getting to know Ivan at the Preferred Beach Club. He helped us understand the local culture while providing excellent service and drink recommendations, making each lunch experience perfect. Portofino and Bordeaux were combined in the World Café space at night, but I enjoyed being able to view other dishes and plan what I might eat later in the week. We really enjoyed Oceana and the Seaside Grill. There was nothing better than enjoying delicious food while a warm breeze blew in from the ocean. The house wines were very good. The specialty coffee drinks were very well done, too. Coco Café was a delightful environment with great service and drinks. The World Café brunch was very impressive in both food quality and selection. We ended up having breakfast at the Preferred Club restaurant most mornings because of the great food and the wonderful morning breeze in the open-air environment. The extra surprises from the chef were a wonderful addition to the experience. The only improvement we noted was that the avocado toast lacked flavor. We loved being greeted by hostess Nicoletta at breakfast and at some of the evening restaurants. She remembered our names and always brought a smile to our faces. The Mexican Independence Day dinner with lobster was one of the best meals we’ve had in a while. We did not have to wait for a table throughout our trip. This was probably because we typically ate dinner around 6:30 p.m.; you may experience a wait later in the evening. Also, please note the dress code at each restaurant. A nice dress, or pants and a button-up shirt, will get you into any restaurant without issue. Leave your sandals behind at dinnertime.
Spa: We utilized spa services on several occasions during our trip. Overall, the spa was luxurious and elevated. We had two short massages as part of the beach cabana rental. My wife had two massages at the spa, I had one, and we both took advantage of the hydrotherapy circuit on a separate day. You can simply ask if you want to push this to a different day than your Preferred Club massage. The massage therapists really listen to your concerns and incorporate this into the experience. While the spa prices are a little more than the high-end spa prices in Chicago, we were greatly satisfied with each experience.
Nightlife & Entertainment: The entertainment team were everywhere trying to bring joy, wellness, and relaxation to the guests. While we focused on relaxation, we did take advantage of the ice plunge, some games around the pools, and I even got a personal kayak tour thanks to Don & Alejandra. As an avid kayaker, I really appreciated the time we took to quickly get out to the reef and enjoy the water. Alejandra and Don provided a full experience by educating me on the local culture and giving me an opportunity to get to know them both.
We enjoyed seven shows throughout our time. My favorite show was the rock show, while my wife really enjoyed Boogie Nights and the acrobatic performances. The Mexican Independence Day show was profound. It included many different forms of entertainment, from two greeters on stilts, to traditional Mexican dance, to mariachi bands, to acrobatics, to even fire dancing. It was a wonderful time to respect the culture of Mexico and feel included in the local celebration.
The only issue we had with the nightly shows was that the lead performers were introduced by name, but the supporting cast members were not. We saw some of these highly skilled artists perform multiple times throughout our stay, and they deserve recognition for their excellent work. We encourage the entertainment team to announce each performer’s first name during the curtain call.
We took advantage of the silent DJ party, some of the late-night live music, and post-show open fire pits. There are two large fire pits that are perfect for winding down with a cocktail at the end of the night.
Secrets Maroma does not have a late-night party vibe for people looking to socialize on this scale. The pools shut down around 5pm and are completely empty by 7pm. Desires (the club) is open every night. The focus is more on romance and relaxation.
Transfer: We took a private Amstar transfer from the airport to Secrets Maroma. It was a quick 45-minute drive and came with beverages. You can upgrade the experience and Secrets Maroma has an Amstar representative on site.
Cons: While we greatly enjoyed our stay, there are some improvements and issues you should be aware of for your trip. We hope that Secrets Maroma will consider how to address these.
• Swimouts: Beware of the end units collecting bugs, feathers, etc. Since these have less filters than regular pools, the end units tend to collect debris.
• Gift shop: While somewhat expected, we were greatly surprised by the 50% to 70% increase in gift shop prices versus the airport gift shop.
• Alcohol selection: Since our first visit, the range in alcohol brand access at house level and high shelf level was greatly reduced. An example was not having access to 1921 tequila cream for coffee drinks.
• Room towels: The room towels and wash clothes are big in size but rough. I was greatly surprised that my three-year-old towels at home were much softer than the towels at Secrets Maroma. They greatly need to replace these to keep up with 5-star expectations.
• Smoking: While smoking was addressed at check-in and we witnessed someone being asked not to smoke in the pool, it wasn’t fully enforced across the resort. We witnessed some people walking around while smoking.
• Poolside drink menu: There was no regular menu of drinks by the pool. The Preferred Club offered this on a regular basis.
• Check-in champagne: We loved receiving champagne upon arrival the last time we visited and at other secrets resorts. We were surprised when it didn’t happen this time. If this happens to you, you can simply ask and they immediately bring it to you.
• Preferred Club Lounge Bartenders: In addition to a smaller selection of liquor, the preferred club lounge bartenders need training on corner bar theory. There was no offensive approach to learning guests interests, tastes, or recommending drinks… other than the ongoing joke of “mas tequila.” They were friendly and made the menu drinks very well, but the experience was better during our last visit.
We hope you get to visit Secrets Maroma and enjoy your stay as much as we did!
