TripAdvisor Traveler Rating

Overall, a really good experience. As a recently renovated property, our room was spotless, appealing, and comfortable. Love the Nespresso machine! The bed and linens were very comfortable. Service is exceptional. Many of the staff are new but they all make sure the guests are well taken care of. Shout out to Neftali! We had the pleasure of his dinner hospitality for two nights. He’s both friendly and skilled. There are a few kinks. The pools and hot tubs were not adequately or consistently heated. It seemed like only one hot tub was heating correctly each day. The main pool was warm enough on occasion, but usually too cold. It struck us as mechanical issues since the heating was so spotty. Given how earnest the staff is, I am sure they will work it out. Food and drinks are generally good. We ate at the seafood restaurant, hibachi, steakhouse , Mexican, buffet for breakfast, and their new high end style Ki Ki Che. We liked all of it except for Ki Ki Che. Ki Ki Che was not good. Service was exceptional but the food is just trying too hard. It is difficult to emulate a Michelin star style restaurant in this environment. There was a bit of wagyu on a brioche pastry shell that tasted more like shortbread (as in too sweet). The oyster was fine, but kind of flavorless. The main course of beef was good. I can’t remember all of the dishes. Overall, it just felt like it was all trying too hard to be something that it just is not. The bottom line is that the staff is great, the facility is very nice looking, they have a few kinks to work out, and though I might return someday I would not eat at Ki Ki Che again.

Our first experience in Mexico. Disclaimer: this will be quite a long review so I will give a brief version first. I will also preface this by saying, I for one was not sold on travelling at all prior to this trip. We stayed at the Secrets Playa Mujeres resort. We booked a 7 day stay. It was recently renovated and only reopened Jan 2, 2026, our stay was Jan 12-19th. Upon arrival we were greeted with champagne and a cold towel, our bags unloaded for us, and we were given a luggage tag, then we were whisked off to the reception area to get checked in. Check in was a breeze, we received our room key and were given a quick layout of the amenities, and we were taken to our room with our bags. We were shown how everything worked and if we had any questions there was a phone to call down to concierge. The room was immaculate. There was a fully stocked mini fridge, coffee maker, beautiful view (partial ocean), it was great. It was very clear at this point to us that this was a well-oiled machine, everyone was a seasoned professional, they knew what to do and we worried about nothing. We quickly got settled in and went out to explore. Throughout or stay we met many great people. Everyone was very friendly, very upbeat and a most of them ruthlessly funny. There was a very positive and fun energy. We are not the type to sit still much at all, sitting by the ocean or pool reading or sunbathing is not a reality for us. We like to be busy. There was plenty of entertainment to keep us busy from Spanish lessons, to guacamole class, to bike rides, all included at the resort. We did take on one excursion to Tulum to see the ruins, swim in a cenote and snorkel at the inlet. It was a full day; we thoroughly enjoyed that. The shows in the evening were awesome, we took in all but the one on the day we were in Tulum. There was a burlesque show, there was an African show, a fusion show, a circus show, a fusion show and best of all a magic show. I was expecting somewhat silly performances but was very surprised the magic show in particular was unreal. They really have a great group of entertainers. The food and drinks, obviously an all-inclusive needs good food, and these guys nailed it. In the morning at the buffet, there was an omelette station, which became a taco / quesadilla station for the lunch buffet. The wait staff were excellent, helpful and even would help with Spanish for those of us still learning, I expect to them it was like talking to a 3-year-old but they did not get frustrated at all. There were several superb a la carte restaurants as well, all of them with differing cuisines. Also staying at secrets (adults only) granted us access to all of the restaurants at dreams (family friendly) next door, to which we could catch a 2 min golf cart ride. We did not have a bad meal. Period. I would strongly recommend this resort to anyone looking for top notch service at reasonable prices. I cannot say enough good things about our stay. The only caution I have is that upon arrival there is an option to “see a presentation about becoming a Hyatt member” this gets you a $200 USD voucher to use toward your stay or excursions. While I would have been ok with a presentation, in the end as somewhat expected, there was an extremely high-pressure sales pitch. While I understand this is a business, I should not have to say “I am not interested at this time” more than once. Having said that, you can opt to not attend this. The term “presentation” is quite misleading. Be warned. All in all we thoroughly enjoyed our stay. 10 out of 10 would recommend. At this point I will leave it to you to continue reading if you wish, but there are several staff I would like to personally commend and thank for their contributions to our excellent stay. If I missed you here, I sincerely apologise, you were all so excellent! Wait staff and servers • Gilberto – This fine gentleman was one of the waiters that served us on several occasions. He is a fantastic person, we had a few chats, some about life in Mexico, some about his university studies, and some about the weather. He was truly inspirational and an all-around great person. When I met Gilberto, he asked “Como estas (how are you)” to which I replied “muy bueno”, which I thought meant very good, but came to learn meant roughly I’m sexy. What I should have said is muy bien. We had quite a laugh over this as I was mortified by the realization that I must have now told half the staff I was sexy. I won’t make that mistake again! • Jorge and Benjamin – These fine gents took care of us any time we went to the market café (buffet). Not once did I walk into that café that they didn’t come say hello and give a fist bump, they remembered us by name which is a real feat considering how many people pass through here weekly. They were more than helpful and my coffee or mojitos never ran out! The only hard part was deciding whose table to sit at as they were both so great. If you gentlemen are reading this, sincerely, thank you for a great experience! • Edher and Maria – These two kept us well hydrated, they roamed the poolside and tended bar, and my mojito never seemed to run out! They were so pleasant and upbeat, they remembered my drink (passionfruit mojito) and were always up to the task when the wife said I don’t know surprise me. I don’t think she got a surprise she didn’t like! Thank you both for your excellent service we really appreciated it! Front desk and bag handlers • Martin and Luis - When I say this was a well-oiled machine, these are the guys. Martin showed us around when we arrived and took care of our bags. This guy was awesome, super helpful with everything and took great care of us! Luis was also often at the front if we had questions or were going for a walk and would always make sure to say hello, he also helped see us off when the time came to leave and was very helpful getting us on the right transfer back to the airport. Can’t thank these guys enough we would have gotten lost for sure without them! Shuttle drivers • Guillermo and Samuel - Guillermo was a bit shy at first but didn’t take long to warm up to us. He was an excellent and polite young man whom I was very impressed with, he would always greet us with a smile and chat with us on our drives to and from the bar or wherever we were going. He was a pleasure to be around and just a great person! I hope you keep well young fella; it was great chatting with you! Samuel, well he was also great, had lots of good chats with Samuel as well, he (unfortunately for him) got to hear some of my terrible Spanish and was kind enough to offer some tips or more natural phrases as I tried to learn. I also want to thank him, as one evening as we were catching a ride to the dreams resort for supper he, without prompting, stopped along our route, offered and took a picture of myself and my wife with the sunset in a very beautiful area. It really meant a lot to us and was a great picture too. It was above and beyond and truly appreciated. Thank you, guys! Entertainment staff – (the hooligans) • Carlito (Carlos), Memo (Guillermo), Diego, Jesus, Sebastion, Alexis and Victor - All these guys were an absolute riot. They were funny, constantly joked around with us and kept us plenty busy, Carlito and Memo with their Spanish classes and bracelet making, unbelievably fun to be around whether learning, joking or just shooting the breeze. Diego also an excellent Spanish teacher and great fun to talk to, this guy is going places. Jesus, well no matter where we went, he was not too far, with his smile and great personality, he would get in on the jokes or come hang out by the pool. He was awesome. Alexis, when I needed a pool partner at the sports bar he was right there, we got our butts kicked but hey we had fun, he is a bright young man with a bright future. He also took us on a bike tour which was awesome we got to meet poncho the cocodrilo (crocodile) which was super cool! Victor was awesome too; he would stop in on some of the Spanish classes and around the resort and was always great to chat with. The entire entertainment team was so unreal, they were like the friends we hadn’t met yet, they could riff off of each other and had us in stitches, Carlito with his perfectly timed jokes, Memo with a laugh that lit up the room, I honestly couldn’t have picked a better group of people to hang out with. They made us feel so at home, I have never been a fan of school, but I didn’t miss a Spanish class! They really went above and beyond to make us feel welcome! Seriously thank you gentlemen. Last but not least the people behind the curtain It often goes without notice, but for all the staff I have mentioned, there are 10 that you don’t see. I would like to extend a heartfelt thank you to all of those who took care of our rooms, kept up with the maintenance, kept everything operating so smoothly. You don’t get nearly enough recognition; the sheer amount of work that keeps a place like this running is tremendous. Thank you to each and every one of you, keep up the great work! You all make this possible! I would like to close by saying thank you to everyone at Secrets Playa Mujeres for making my wife (Hayley) and me (Tom) feel right at home. I wish all the best to you and your families. From Saskatchewan, Canada, to Cancun, Mexico, we thank you! Until next time Hasta Luego, mis amigos! Muchas gracias!

They don't have this place figured out. Customer service was off. The app was limited information and the staff was not good at answering questions.

First Secrets experience w/ family (Secrets at Playa Mujeres) and it was fabulous. Access to the neighboring Dreams was super cool too w/ landscaping that was like a tropical rainforest. The food, super friendly staff, entertainment made it a restful and wonderful experience. A shout out to Jaime Lagunas, the Secrets pool manager, who went out of his way daily to make sure we were enjoying our stay. Great guy.

I have been to many resorts over the last twenty years and this is the first time I have felt compelled to write a review. This resort is absolutely not worth your money. All of us are unanimous on the opinion we will never return here! We knew it had been recently renovated so we were really looking forward to coming to this resort. However, the customer service was 1 star at best. That was even as a preferred member! In fact, we ( and many other guests) were in the preferred lounge watching the US College National Championship one night and the staff literally turned the tv off with 2 minutes to go in the game. They said the lounge closed at 11 pm and they would not allow the tv to stay on 1 minute past the 11 pm time. The game was over by 11:15, but they would not budge. Customer satisfaction is definitely not their priority. The crazy thing was we were only there, because the sports lounge was so cold you needed a snow suit to stay in there! There were several days we had to take cold showers because there was no hot water, and our mini fridge, including bottle waters, was only restocked one time while we were there. We either had to go get whatever we wanted or wait for room service. A staff member came up to us by the pool and we told him about not having any hot water in our rooms and he literally laughed and said “at least you have water.” I have never in all my life had anything like that happen at a resort! One of our friends also has severe food allergies and the waiter at one restaurant reprimanded her for not calling ahead to the restaurant before coming. The staff was well aware of her allergies upon arrival to the resort and she had given all her information upon arrival and was not told to call ahead, She was told to tell them upon arrival at each restaurant. Upon talking to other guests, we learned of problem after problem and to say the least customer service is very poor!!!! Highly recommend going somewhere else not here!