Darryl L Pillipow
Our stay was absolutely incredible! From start to finish, the service was top shelf—every detail was thoughtfully handled, and the staff went above and beyond to ensure we had a fantastic experience.
The food was outstanding, with a wide variety of delicious options that catered to all tastes. Whether it was breakfast, lunch, or dinner, each meal was a treat.
The real standout, however, was the staff. Every single person we encountered was friendly, courteous, and genuinely eager to make our stay memorable. Their warm smiles and professionalism added a special touch to the trip.
This resort is a perfect blend of luxury, comfort, and exceptional hospitality. We can’t wait to come back and experience it all over again! Highly recommend to anyone looking for a relaxing, top-notch vacation.
Meagan D'Antone
Probably a 3.5 star place at best. If you've stayed at a 5 star resort before, this is a huge disappointment. Starting with the food; all the restaurants open at different times and if you don't go exactly when they open, it's an hour wait. They can't accommodate large families and if you have a larger family, they don't take reservations. Food quality is average for resort, nothing to comment on. Depending on what's going on at the resort, they just close restaurants, including the buffet making it very difficult to eat. Room service takes an hour and is very poor quality. In terms of the rooms, they were not cleaned daily. The beds were made once a day. Turn down service was hit or miss. We had to asked several times to restock the fridge. They kept taking our bottle water (we needed it for formula). Just not the 5 star standard. Service was okay. About half the staff seemed annoyed and that we were bothering them. We had to constantly request the things that were included with the cabanas and for the large party cabana. Club level ended up being a joke and was not the same as other resorts. The lounge was nice, but it's just a room to the side and the appetizers were only steamed veggies and salad. The only club restaurant always had a wait. We also had to continously request the items that were included with the club level. Anyone can access the club beach and we were never asked to show we were club. Overall, very much 3 star. Disappointment if you expect 5 star standard
Damaris Gonzalez
This was by far one of the best hotels we’ve ever stayed at. The staff was super friendly and always happy to see us. The food at the restaurants was phenomenal and well worth the wait. Unfortunately, we encountered a lot of seaweed, but that didn’t stop us from swimming in the ocean. Although we had to switch rooms due to a faulty air conditioner, the team promptly moved us to a different room, and the service recovery was exceptional. My kids are already asking if we can return to this same resort in the near future.
Venus Zhang
I had an extremely disappointing experience at this resort. I was here for my best friend’s wedding, and the poor management, rude staff, and subpar amenities completely ruined what should have been an enjoyable stay.
On the wedding day, I had a hair and makeup appointment at the spa which will take around 1.5hours . Despite arriving on time, it took them 3.5 hours to finish due to their chaotic and disorganized scheduling. This was completely unacceptable especially for a wedding day when timing is crucial.
We also paid extra for club preferred package (expecting for a better service of course), stayed for 2 nights and planned to check out on the wedding day, moving straight to our next hotel after the wedding. The resort offered us another room for a few extra hours at an additional $100, which we agreed to. However, when it was time to check out and head to the wedding, the front desk ignored our calls for luggage assistance so we had to leave bags in a friend’s room and rushed to the wedding.
The wedding was amazing, and we stayed until 3am. At that point, it was too late to leave, so we slept in the friend’s room and checked out first thing in the morning. However the front desk refused to give us a checkout pass unless we paid a full day fee, even though we used no hotel services—no room, no food, no drinks, nothing (but we were ok with it as we did check out the next day) To make matters worse, Gadiel and Daniel at the front desk (very likely we were given fake names) refused to refund the $100 late check out fee we had already paid. Their rude and unprofessional behavior was shocking and they even forced us to sign receipted multiple times to match passport signature, as if they were expecting a credit card dispute.
Beyond the front desk nightmare, the food was very basic, far from the quality you’d expect at a luxury resort, all the drinks are pretty watered down. The towels were old, worn out, and should have been replaced long ago.
I travel very frequently and have stayed at countless hotels, but this was by far the worst front desk experience I’ve ever had. It seems that for a brand like Hyatt, individual customers don’t matter—the front desk just try every possible way to squeeze extra money out of guests. The unprofessional staff, outdated amenities, and bland food left such a bad taste. Will never return!!!
Tyisha
If you have gone to other 5 star resorts you will probably rate this one a 3.5 at best. I thought there was an adults only section like other resorts but I was wrong. The resort is very family friendly. If it's just you and a partner I wouldn't suggest you stay here.
I want to discuss the elephant in the room first. Upon arrival to the resort via Amstar (no issues there) we were introduced to a staff member who invited us to do a seminar to get us to join the vacation club. This property is owned by Hyatt and apparently there is a vacation club attached to the resort called Ultimate Vacation Club. We were told we would tour one of the newer, upscale resorts with no obligation to buy anything and get leisure cash to use in our resort. It would only be about 2 hours max. This was just a quick getaway trip for me and my partner so I really didn't want to be bothered but I was curious to see the Secrets Moxche Resort so we said why not. This vacation club is like a modern day timeshare. We ended up spending way longer than 2 hours there and they really tried to push the sale on you like those old school timeshare seminars used to be. We did not buy into the vacation club. As promised we did get our leisure cash and we used it in the Spa which was really great. I would say if you have the patience to sit through a seminar and you want some "free" perks go for it.
The rooms: I got the room with a plunge pool and hydrotherapy tub. Big disappointment! The plunge pool although advertised as private is very open. There is nothing blocking people who are walking the grounds from seeing you in your "private" pool. The pool is also quite small and not heated. You cannot swim in it. The hydrotherapy tub is outdated and desperately needs to be upgraded. It was rusting and there were streaks of rust so we didn't use the tub. The room itself needs updating. The bed was pretty comfortable. I requested a quiet room but I'm not sure what that meant. The grounds itself is pretty loud from people walking about to random building noises from the toilet or shower. I could have had a standard room and saved a few hundred dollars.
WALK WITH BUG SPRAY! I have been to a few resorts in Cancun and never dealt with so many mosquitos in the room. I was constantly swatting them away. They may need to start spraying the grounds.
The restaurants: This resort is much smaller than other resorts and they have about 7 restaurants. Sounds like a lot, but when you factor that there's no reservation required and some restaurants are closed on certain days you are quite limited to places to have dinner. And there can be a substantial wait for any of the open restaurants. Hiramatsu (may have spelled that wrong) was the best restaurant. I could have eaten there every night if I knew the other restaurants were going to be bland. I was unable to go to the upscale steakhouse due to dress code. Overall the food on this resort is OK. The drinks are just OK as well. Room Service is quick and efficient. My only complaint was there's nowhere to leave the dirty dishes so you would have to call them and request to have the dishes removed and put them in the hallway on the floor. Walking to/ from your room there can be dishes all throughout the hallway.
If you are looking for a lively spot after hours for adults good luck finding it. They have a Sports Bar that does karaoke but kids are allowed in there and they close early (like midnight) if I'm not mistaken.
Overall if you are looking for a no frills, family friendly resort to stay in this would be great for you. I must say I was there for 5 days and four nights and there were plenty of weddings within that timeframe. As for me, I wouldnt go back to this resort unless they did some room upgrades and added an adults only section.
My Booking
