Secrets Silversands Riviera Cancun

Bahia de Petempich SM 12, Mz 31 | Puerto Morelos, Maya Riviera & The Yucatan 77580  [SEE MAP]Puerto Morelos, Maya Riviera & The Yucatan  [SEE ADDRESS]

Courtesy of Secrets Silversands Riviera Cancun

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at the Secrets Silversands Riviera Cancun

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Guest Reviews

TripAdvisor Traveler Rating 1

Secrets, where your reservation will be a secret!

Jul 8th, 2019

I booked a vacation to this resort back in January. I called once I saw the other reviews about the issues going on. The call center offered me a new resort which I accepted. I received a email confirming this. Fast forward to the week before my travel I called the resort itself to confirm, and they didn't have my info I was directed to the call center, who said everything was taken care of on the back end. They said only managers are given the file with who was being sent from silversands. So I called and asked for a manager, still no record of my reservation. I forwarded the email with my confirmation and was told it was not possible. They were already over booked on the dates I was supposed to show. One phone call alone lasted me 4hrs and 44mins in order to finally be told the call center didn't communicate properly to the resort. After a total of over 12hours in calls most of which I was on hold for, I asked for a full refund. I was told it would take 7 days to get. Well 7 days came and went, I called back and they still had activities such as my couples massage still active, no record of me canceling.... After emailing cooperate headquarters I finally got a refund two weeks later. Worst service ever, they are not staffed to handle a phone call let alone communicate with the resort to arrange accommodations. It was a nightmare like ive never experienced. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Excellent location

Jul 2nd, 2019

Room was the best i have ever stayed in and the food top notch, one other thing we all thought was cool was there was a guy who trained falcons who came out every day and had them do tricks and things , you could hold the bird with a glove on too. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Lovely honeymoon!

Jul 2nd, 2019

Good service, nice rooms, helpful reception staff, several nice pools, good selection of restaurants at night and food. Lunch a bit limited. Evening entertainment okay not the best. Drinks watered down! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Last Minute Cancellation by Secrets Silversands

Jun 27th, 2019

Less than 24 hours before we were flying out, we were contacted to be told the resort cancelled our reservation because they were overbooked. We were given two resorts to choose from and neither were resorts we would have ever picked! We received a verbal confirmation on one of the resorts and when arriving in Cancun, we were told to pick from two different resorts. A lot of discussion occurred before we were taken to the resort in which we had received a verbal confirmation. The next day we walked to Secrets Silversands and found out they were nearly empty because they were closing. Someone we met on the beach told us they were told of their stay cancellation 10 days before their planned trip. I think this was handled terribly and an alternate resort was just crammed down our throats since this was so last minute. When I wrote to Secrets Silversands directly I never even received an acknowledgement let alone an apology for our inconvenience and stress. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Last minute trip

Jun 9th, 2019

We booked a last minute cheap Caribbean DOF and got SS. We were hoping for Akumal or Maroma but made the best of it. The service and food were excellent. The grounds were well maintained. The room we were in needed major updating. We had some rusty chrome in our shower and bathroom but as I said it was last minute and made the best of it. We have been to several other secrets and we knew going into it that it was an older property and that we may be placed here. We also visited the spa and our package included a romantic dinner on the beach and two 80min massages on the beach. There was some miscommunication when we arrived for our massages but it was great. The romantic beach dinner was awesome. A kitty kept coming up to our area and we fed it. Everyone probably does so we did too. We will most likely not return to this property but it served its purpose and we had great weather! TRIPADVISOR.COM USER 

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