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“The secret is......”

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Secrets Silversands Riviera Cancun
Ranked #5 of 28 Hotels in Puerto Morelos
Certificate of Excellence
GreenLeadersGold level
Reviewed 17 October 2017 via mobile

.....it's an American party venue! Booked to stay here for a relaxing, luxurious getaway which to be honest, it has all the ingredients to be. However, disappointingly it was more like a high school frat party filled with overexcited American guests all spurred on by the entertainments team.

- The drinks flowed freely and the poolside staff worked hard to make sure you never had an empty glass. The restaurants were of a good standard with lots of variety. A special mention must go out to Bordeaux and our favourite waiter Andres. Worth booking for the teppanyaki table but make sure you're queuing from 3pm. Room service was poor as was the Barefoot Grill. We looked forward to being greeted at breakfast each morning by Stephanie who always made a special effort.

- The grounds were beautiful and incredibly well maintained.

- Housekeeping was sporadic with them forgetting our room on 2 days.

- Room was lovely and spacious with well functioning air conditioning, large shower and jacuzzi bath.

- The spa was incredible but don't pay full price. With some negotiation, we had a great deal and couldn't recommend this highly enough.

While we still had a nice time, the biggest disappointment was the lack of responsibility taken by management to resolve issues we raised 4 times. They just didn't seem to care.

Sadly, we won't be returning.

We'll leave you with a final thought......when guests are drinking in the pool all day but never get out to use the loo, where are they peeing? Top tip - infinity pool is where it's at.

Stayed: October 2017, travelled as a couple
7  Thank travellingKandC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Luis M, Social Media Coordinator at Secrets Silversands Riviera Cancun, responded to this reviewResponded 31 October 2017

Dear travellingKandC,

We appreciate you have taken the time to write a review about your stay with us.

We regret to learn that your experience was far from pleasant. Please be certain that this situation does not meet the usual standards from our resort and brand and we will take the proper measures to prevent reoccurrences like this in the future.

Once again, we thank you for taking the time to share your overview with us and sincerely hope we have the opportunity of being your hosts one more time in the future.

Kind regards.

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Reviewed 17 October 2017 via mobile

We spent 8 glorious days in this resort for our honeymoon and we were blown away by the service and the food. The staff make you feel like a friend (especially Gebron). Roberto in the Porofino Restaurant is the best server we have ever had! The rooms are absolutely amazing loaded with amenities, and the pool/swim up bar was perfect for lounging or playing pool volleyball. When I lost my $300 sunglasses the staff saved them in lost and found. We could not have been happier and can't wait to return!

Stayed: October 2017, travelled as a couple
Thank Rita D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Luis M, Social Media Coordinator at Secrets Silversands Riviera Cancun, responded to this reviewResponded 31 October 2017

Dear Rita D,

Thank you for taking the time to write and share your recent experience about Secrets Silversands Riviera Cancun.

Please be confident that we’ve shared your kind comments with our team as motivation to keep up with our commitment to offer truly remarkable experiences in our guests. We thank you on behalf of our team and Management.

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

Kind regards.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 October 2017

Have previously stayed at Secrets Maroma, Capri, Playa Mujeres and Akumal, plus over 20 other all-inclusive resorts in the Riviera Maya area and Cancun over the past 15 yrs.

Drive from main road up to hotel isn't very impressive, but that changes when you enter the spacious lobby, and are greeted with the requisite cold towel and glass of champagne. Took about 20 mins from the airport using our preferred shuttle service, Canada Transfers.

Stayed here for 7 nights. Not for a honeymoon - been married 47 years!!, but like the space. Suite was very nice and spacious, with a living room, bedroom and huge bathroom with double sinks, plenty of space on counter, big rainhead shower with built-in bench and jacuzzi tub. There was also a smaller bathroom off the living room. Views were great from the balcony off the living room - (bedroom does not have a balcony). Housekeeping did a good job and fridge was stocked each day, plus some snacks and mini bottles of booze. Nespresso coffee maker which had to be changed as didn't work. There was an iron, but no ironing board......Huge closets and plenty of drawer space in various locations. Would have liked a drawer in the bedside table. Bed was comfortable, but the pillows need changing (I understand there's a pillow menu, but was never offered it). There's a chaise lounge in the bedroom. Suite decorated in a modern style.

We found the Preferred Club staff to be helpful, friendly and efficient; allocating us to a different room and helping us when we had to change to an earlier flight due to Tropical Storm Nate. Special thanks to (sp) Tolemy? It wasn't the biggest or most well-stocked one we've been in, but met our needs - used it for little snacks and drinks that weren't available elsewhere....namely, Glenlivet malt!

Food was good for the most part and when we were disappointed in our meal at Ratatouille, they went out of their way to deliver an outstanding meal at Bordeaux. We loved eating at Oceana/Seaside Grill, both for lunch and dinner - nothing like being in sight or sound of the ocean. Special mention goes to Eric, our waiter at this location and also the manager Sergio, who made all dining experiences enjoyable here. In fact, all service staff go out of their way to make sure everything is to your satisfaction in all meal locations and in every other aspect of the hotel.

Plenty of entertainment, ranging from activities during the day to shows and live music in the evening. The entertainment team does a great job. We like the option to take part or do nothing; thanks for bingo, darts and texas hold-em and our prizes!:):)

We spent our days at the beach (were never in a pool) - granted, the entry into the water isn't easy, but we took water shoes and managed fine. The sand is white and soft. No problem getting a palapa; we did not use the Preferred section of the beach; it's small and not very nice. You can walk quite a long way to the north, but not to the south. The first 5 days there was hardly any seaweed and the water was clear, but then Nate was on the horizon and the water quality changed to being murky with lots of seaweed. They do have a tractor that passes up and down to clear the stuff - does get a wee bit noisy at times. The beach waiters are very attentive and come by frequently, tho you might have to wait a while depending on the number of orders they have. We usually prefer going to the bar ourselves and specifying (and watching!) what brand of alcohol we want used. Do not like the local gasoline!!

There are no straws or napkins handed out with drinks, but they will give them if you ask (I took my own straws as I had read about this practice).

Some people have written about the strict dress code, but I did notice that it wasn't applied to some diners in a couple of indoor restaurants in the evening - men in t-shirts and shorts - perhaps they're relaxing it a bit?

They made great coffee in the coffee shop with a selection of pastries and sandwiches, which was a nice mid-morning option......also 24 hrs option. I ordered room-service breakfast one morning just to try it - took about 40 mins to arrive and was ok. I do wish they had a breakfast option outdoors, overlooking the sea - I really missed that.

All-in-all, we had a great time in a very well-run, clean and service oriented hotel, with very few hiccups, reasonable weather, met nice people and would return.

Any questions, feel free to contact me.

  • Stayed: October 2017, travelled as a couple
    • Value
    • Sleep Quality
    • Service
2  Thank bridgenut
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Luis M, Social Media Coordinator at Secrets Silversands Riviera Cancun, responded to this reviewResponded 31 October 2017

Dear bridgenut,

Thank you for taking the time to share such a detailed overview of your stay at Secrets Silversands Riviera Cancun through this mean. Our guest’s feedback is truly appreciated in our constant commitment to improve our service levels.

It's our most pleasure to learn that your stay was a wonderful one while you were impressed with our service and facilities. We appreciate your gracious comments as it shows our consistency in maintain the Secrets Resorts brand standards. Your feedback has been shared to the team as a motivation to keep up our work.

Again, thank you for sharing your experience and thank you also for your patronage of Secrets Silversands Riviera Cancun. Our team looks forward to having you back in a not too distant future.

Regards.

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Reviewed 17 October 2017

This was our 4th trip to Silversands. We had a bit of a hick-up at check in, but it was smoothed out in a timely fashion. In fact, Jerrica and Fadhir more than made up for it the next day with an upgrade to another room.

The food was excellent as always. Even the in room entrees came well prepared. At breakfast, Stephanie and Juan were always a treat. At lunch, Louis made us feel at home each day.

Charlie and Miguel were always there to say hello and keep us entertained.

The downside of the trip was an issue caused not by the resort or its staff, but by corporate. AM resorts booked in a group for the entire week that provided a distraction and disturbance to those of us trying to relax. I understand the need to fill the rooms etc.. But it should be mandatory that the group "activities" be held in a separate confined area; not be allowed at the main pool area or the public beach where other patrons are not involved but had to endure their activities. Furthermore, AM resorts should screen these groups and know what kind of "activities" are planned to assure they are appropriate as some of these can make others uncomfortable.

Unfortunately, the actions of corporate dragged down the rating this trip from a 5 to a 4.

  • Stayed: October 2017, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
5  Thank michaellH8722KM
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Luis M, Social Media Coordinator at Secrets Silversands Riviera Cancun, responded to this reviewResponded 31 October 2017

Dear michaellH8722KM,

We appreciate the time that you have invested on writing an overview of your stay at Secrets Silversands Riviera Cancun with us.

Thank you for posting such a great note about your recent stay in Secrets Silversands Riviera Cancun. We will share your wonderful comments with team as we are certain that they will be glad to read such remarkable notes.

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

Regards.

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Reviewed 17 October 2017 via mobile

We stayed here recently and had such a great time. We loved Jonathon and Gebran (spelling??). So many others made us feel like we were not only guests but friends.

We had an ocean front room on the 3rd floor which had a very good view. I can't think of anything negative I can say other than it is showing some signs of age but always pristine by the time we would come in to shower for dinner.

The food was better than most other resorts we've ever visited. So much variety and loved the BBQ by the main pool every day. Drinks could have been a little stronger.

We did the preferred club but other than at check in we never used any amenities.

The beach isn't the best but the pools make up for that. We walked the beach a few times looking for a decent place to play in the water but there was nothing. That's really the only downfall.

We recommend looking up Jonathan for beach volleyball!

Stayed: October 2017, travelled as a couple
1  Thank Kristie T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Luis M, Social Media Coordinator at Secrets Silversands Riviera Cancun, responded to this reviewResponded 31 October 2017

Dear Kristie T,

Thank you for taking the time to share your experience at Secrets Silversands Riviera Cancun on TripAdvisor. For us was a pleasure to host you on your recent vacation to Cancun, Mexico.

We are happy to read that you had an overall great experience during your stay thanks to the warm service from our staff in all our areas.

Hope you give us the chance to host you again in near future.

Kind regards.

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

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 Business Hotel in Puerto Morelos
#1 Romantic Hotel in Puerto Morelos
#5 Top resorts Hotel in Puerto Morelos
#5 Luxury Hotel in Puerto Morelos
#5 On the Beach Hotel in Puerto Morelos
#5 Spa Hotel in Puerto Morelos
#6 Green Hotel in Puerto Morelos
Price Range: $408 - $1,097 (Based on Average Rates for a Standard Room)
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/Puerto Morelos, Mexico

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