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“Overall Excellent with a few rough edges”

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Secrets Silversands Riviera Cancun
Ranked #3 of 25 Hotels in Puerto Morelos
Certificate of Excellence
GreenLeadersGold level
Miami, Florida
Level 4 Contributor
26 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
“Overall Excellent with a few rough edges”
Reviewed 17 June 2014

This resort has excellent facilities and overall a great management team. Most of the staff are also excellent however we had a few that were disappointing.
The culinary team under the guidance of "Food & Beverage Manager"- Victor Maravilla does an excellent job and is hands on involved in serving up delicious food with great service attitude.
Particular mention for extraordinary service goes to Chef Jose; Daniel Ramos - Seaside Rest. Manager; and Rooms Division Manager ( Acting GM) at the time Wilder Sosaya.
The front desk manager Roger Carrillo was also extremely helpful in addressing a couple of the issues we had.
Overall we had a great time and would come back.

So what were the issues
This was a weeklong get away for my wife and I and we wanted to just veg out.
Upon arrival we found the check-in area uncomfortably hot and sticky.
We were early and our room was not ready so we had to pass some time - the check in was handles well by Pedro.
There is a sales team at the check-in area that is focused on selling "Resort Club" membership which we found annoying. It almost had the air of a car dealership situation and distracted from the welcoming atmosphere of a fine getaway resort.
When our room was ready about 2 pm the receptionist hassled us about requesting 2 keys with a very unpleasant attitude- thanks to the front desk manager Roger she did apologize subsequently - a day later (she was apparently having a bad day).
On check out as on check in the area was very uncomfortably hot and sticky.
The pools are great and abundant the beach is just OK.

Conclusion: Overall we had a great time thanks to some excellent people who really care and are committed to doing an excellent job.

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Bert B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Aldo D, Social Media Coordinator & E-Concierge at Secrets Silversands Riviera Cancun, responded to this review, 23 June 2014
Dear Bert B,

We appreciate the time that you have invested on writing an overview of your stay with us.

And also we want to thank you for your comments of our service, like you saw, the most important person for us is our guest. We are glad that we fixed properly the inconvenience you had and it is very important to mention that this will not happen again.

Our team looks forward to having you back in a not too distant future.

Aldo Delgado Betancourt
Social Media Coordinator & E-Concierge
Info.sesrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
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English first
Evansville, Indiana
Level 6 Contributor
217 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
Reviewed 17 June 2014

Our first visit to Mexico and this was a great choice. The resort was lovely, really impressive design and first class upkeep. Staff was attentive and welcoming. Weather was forecasted to be thunderstoms for entire week and did not rain once.

Pack LOTS of sunscreen.

Many pools, lots of privacy, tons of meal options.

Has aura of five-star resort. Facility is very, very well maintained. Only glitch in our case was noticeable smell of mold/mildew in our room, which is common in this region.

Tons of water sports and activities.

Beach is lovely. Ocean water is not the cleanest in this area.

Room Tip: Our room had noticable smell of mold/mildew. Friends room did not.
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JSD47630
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Davenport, Iowa
Level 3 Contributor
15 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 16 June 2014

This resort is beautiful and very well maintained.
Guest Room: We upgraded to a premium, swim out room overlooking the ocean (3111 was our room number). The room was gorgeous and worth the upgrade.
Food: All of the food that we had at the resort was beautiful. Our favorite restaurant was the French restaurant with Mario as our waiter (he was just fantastic). We did make reservations and enjoyed the hibachi grill one evening with the two other couples that traveled with us. This was a fun experience as well. The restaurant that we enjoyed the least was the Italian restaurant, due to the fact that the host tried to pressure us into a 'special table' with a 'special menu' at an up-charge. After we repeatedly told him no thank you. This was the only portion of the resort that turned us off a bit was telling wait staff, cocktail staff and host staff no when seated or ordering cocktails in regards to trying to up-sell us on special menu's, bottles of wine and tipping. The all inclusive atmosphere isn't what we expected and have received in the past at other inclusive resorts (Couples Resorts in Jamaica).
Activities: A huge thank you to the entertainment staff. They are a wonderful group of people and we had a great time getting to know them and had fun with them at a variety of different activities/classes throughout the day such as Zumba, Water Aerobics, Bingo, Martini/Margarita classes, sushi making class and the wine tasting. India, Jackie, Moreno, Johnny and Betsy were our favorites - please thank them for making our trip so wonderful!
Other: When you check in, do yourself a favor and say 'no thank you' in regards to visiting another resort and getting additional resort credits. We opted to not sit in on the presentation, but one of our friends that came with us did. They were told that the tour/presentation would only take about two hours. They left about 7:30 and didn't return until 1. If you have the $$$ to spend each year and love the Secrets brand this might be something you want to look into, but be prepared that you will be gone longer than they state in the sales pitch. If you do want to do a tour off of the resort the Jungle Tour was amazing! We booked through the hotel concierge and it was a fun experience.

Room Tip: The premium rooms are worth the upgrade
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank MrsDarling2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Aldo D, Social Media Coordinator & E-Concierge at Secrets Silversands Riviera Cancun, responded to this review, 14 August 2014
Dear Guest,

Many thanks for taking the time to leave your kind words and observations following your recent stay with us at Secrets Silversands.

I was delighted that you’ve enjoyed all the details we take pride in offering our guests. As are our regular practice, we’ve been happy to share your lovely remarks to our team who take so much pride in ensuring that all of our guests only receive the very best in service.

We look forward to have the pleasure of having you back home in the near future.

Best wishes,

Aldo Delgado Betancourt
Social Media Coordinator & E-Concierge
info.sesrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Inverness scotland
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 16 June 2014

Excellent hotel. Great food and drink. Staff are fantastic, especially Johnny in the entertainment team and Selene and Andrea at the breakfast buffet. Total relaxation and indulgence. Would highly recommend.

  • Stayed June 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank KarenMacdonald84
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Aldo D, Social Media Coordinator & E-Concierge at Secrets Silversands Riviera Cancun, responded to this review, 17 June 2014
Dear KarenMacdonald84,

Thank you for your loyalty and for posting such a great comment on TripAdvisor. We are proud to provide excellent experiences.

We will be waiting in you home away from home.

Best wishes,

Aldo Delgado Betancourt
Social Media Coordinator & E-Concierge
Info.sesrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Guernsey, United Kingdom
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 16 June 2014

Me and my partner booked this trip as a "relaxing/cool down" after spending 5 nights in Vegas. Upon arriving in the hotel lobby we were greeted by a lovely man called Hector who arranged to take our bags to our room. We were then given a cold towel and glass of champagne. They quickly checked us into our room and there was no messing around, we were there within minutes and WOW the rooms are fantastic. We just had the standard Junior Suite Tropical View which is actually the most basic room type available and it was just perfect - Jacuzzi Bath, Two Double Beds, TV, Sofa, WIFI and large balcony - bathroom was luxurious and filled with various complimentory shower gels etc...
The hotel staff are fantastic and so hard working - always kept busy and never ever lazy. If they had no drinks to serve then they would clean up the ash trays, sort the ice or wash some glasses. The ladies around the pool taking drink orders were so polite and very very hard working. Always bringing lots of water along with our alcoholic drinks that we had ordered as she was aware of how hot it was and that we also required the water. The a la carte- all fantastic but the winner is definitely Bordeaux - we went three times... along with the Sea Food grill that was open both for lunch and dinner. The world cafe, which is the buffet type cafe was fantastic and had loads to choose from - they serve both breakfast and lunch and not to mention the room service - that was fantastic too.
I really cant give this hotel enough credit. My partner isnt the type to go on an "all inclusive" as thinks they tend to be a bit cheap and nasty, but this hotel is anything BUT that. The drinks are all premium brands and in fact they were using grey goose vodka in the cocktails...!
I didnt want to leave this place and we have agreed that we will definitely be booking again for next June - 8 nights just wasnt enough! AMAZING! - If you get chance take a trip to coco bongo - its a nightclub with acrobats and various other acts (MJ look a like etc) and its great - we expected cheap/jokey/tacky acts but they were fab and we had a great night. I am 23, my parter 33 and we also went with my father who just turned 50 and his parter 44 - we ALL had an amazing night!
Please please if you stay at this hotel ensure that you tip all of the staff. The wages they get paid DO NOT make up for their hard work. They dont earn much and they really dont expect the tips - they are always so grateful.
Enjoy.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank c27291
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Aldo D, Social Media Coordinator & E-Concierge at Secrets Silversands Riviera Cancun, responded to this review, 17 June 2014
Dear c27291,

We would like to thank you for choosing our resort as your host on your recent gateway to our destination. It was a pleasure having you and we appreciate that you have taken the time to share your experience on Tripadvisor.

We are very happy to learn that your stay was a most pleasant one, and that you were highly satisfied with our service. We have strived to deliver the most memorable experience to our valued guest. We highly appreciate your gracious comments here and have shared it with our team.

We sincerely look forward to welcome you back on a future occasion and provide you with the exceptional quality and service that characterizes our brand and resort.

Best wishes,

Aldo Delgado Betancourt
Social Media Coordinator & E-Concierge
Info.sesrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
NJ/NY
Level 6 Contributor
70 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 65 helpful votes
Reviewed 15 June 2014

Quickly about the dark side. Upon arriving and checking in at Silversands we had an orientation about Silversands resort with that said we were invited to go to Maroma Secrets. We were under the impression it was with others guests to tour the resort with lunch included. It was just my wife and I and got to say it is a beautiful place but we were invited to join a club which ranges from $8,000 - $129,000 USD. We spent a 3rd of the day there because every time we said no they lowered the price or visited by other salesmen. The offer was take the deal now because later is too late. Terrible business idea on unsuspecting guests. Now back to Silversands.
Such a well maintained resort; 15 minutes from the airport. Its so welcoming and relaxing to the senses. Every morning like clockwork the beach is combed, the landscape manicured, and towels neatly placed on poolside chairs. The staff is very attentive and work hard to please and entertain the guests. You'll constantly hear 'its my pleasure'. The pools are saltwater and the beach is like powder. No matter how hot the sand is always cool. We liked that they are strict with guests trying to reserve beach huts by leaving their stuff and going to have breakfast or lunch. What we liked most were the movie nights & NBA finals outside by the pool.
We did upgrade to a beach front room but it was infested with ants. They tried to put us into another room but none were available so we had to downgrade a night. Front desk Jessica and Fernanda were sympathetic and stayed involved until we were put into an upgraded room. Prepare yourself for nice long walks on the beach but not much ocean swimming due to the coral. The restaurants we dined in were the japanese (very good) the borduex (excellent), El Patio (very good) the mediteranian (very good).
We left the 2nd day of the world cup and if you are going to SS before the finals you'll enjoy the festivities and set up. See our photos…relax and enjoy Silversands.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank drpj2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Aldo D, Social Media Coordinator & E-Concierge at Secrets Silversands Riviera Cancun, responded to this review, 14 August 2014
Dear Guest,

Thank you for posting your review on Trip Advisor.

All your valuable and kind feedbacks both positive and constructive are greatly appreciated as it is always of immense value to us to continuously understand the level of our guest satisfaction as well as to constantly monitor and measure our service and standards at the hotel.

We look forward to welcoming you back in the near future.

Best wishes,

Aldo Delgado Betancourt
Social Media Coordinator & E-Concierge
info.sesrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 2 Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 15 June 2014 via mobile

Just got back from our honeymoon and it was brilliant. There's a lot of staff who are very helpful. Food is brilliant. Especially the buffet and the Bordeaux restaurant. There's always sun beds around the pools no matter what time of day. entertainment on every night, if you don't fancy watching a show there's a film on the big screen. We are in our 20's but people of all ages will enjoy. Proper 5 star luxury!

Stayed June 2014, travelled as a couple
Helpful?
3 Thank littlepetrolhea... .
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Aldo D, Social Media Coordinator & E-Concierge at Secrets Silversands Riviera Cancun, responded to this review, 17 June 2014
Dear littlepetrolhea…,

Thank you for your excellent review on TripAdvisor.

We are truly happy to read you enjoyed our adults-only resort and our Unlimited-Luxury® concept. As you experienced, the blend of those two factors provide a unique romantic experience which create lovely memories.

It is our hope to be your host in the future.

Best wishes,

Aldo Delgado Betancourt
Social Media Coordinator & E-Concierge
Info.sesrc@secretsresorts.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Secrets Silversands Riviera Cancun

Property: Secrets Silversands Riviera Cancun
Address: Bahia de Petempich SM 12, Mz 31, Puerto Morelos 77580, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Morelos
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Family Hotel in Puerto Morelos
#1 Romantic Hotel in Puerto Morelos
#3 Luxury Hotel in Puerto Morelos
#3 Top resorts Hotel in Puerto Morelos
#3 On the Beach Hotel in Puerto Morelos
#3 Spa Hotel in Puerto Morelos
#5 Green Hotel in Puerto Morelos
Price Range (Based on Average Rates): £££
Hotel Class:4.5 star — Secrets Silversands Riviera Cancun 4.5*
Number of rooms: 441
Official Description (provided by the hotel):
Secrets Silversands Riviera Cancun is a chic, ultra modern all-suite adult-only unlimited-luxury resort featuring 433 suites, over 43,000 sq ft of pool areas and expansive manicured gardens, exceptional dining options, several bars ranging from elegant to swim-up. World class spa, a fitness center and two Jacuzzis ensure that guests are pampered and indulged. We are nestled on the coast of the Yucatan Peninsula, 15 miles south of Cancun and only twenty minutes from the Cancun International Airport. ... more   less 
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Also Known As:
Secrets Silversands Riviera Cancun Hotel Puerto Morelos
Secrets Silversands Riviera Cancun Riviera Maya, Mexico

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