Secrets Akumal Riviera Maya

We had a wonderful stay at Secrets Akumal. The resort was absolutely gorgeous. It was very clean and well maintained. There were so many fun activities and shows every day. The Akumal staff was amazing. They were all super friendly, helpful, and fun. Ari, Melina, Erick, Alan, and Sina from the activities staff did an awesome job and were a big part of our stay. Ruben, Diego, and Antonio poolside were very proactive in checking on us and getting anything we needed. Concierges Gina, Karina, and Rebeca made the check in/out processes quick and easy, and they made sure to keep us informed on all the resort events.

One of the best all inclusive experiences my wife and I have had. The food was great, the resort is beautiful, and the staff was absolutely amazing! If you want to reset, there is no where better. I'd give a higher rating if I was able to.

This place is magical for me and my husband and we are going back already 3 times and making this place our every year vacation.The stuff and the level of service is the best we found from other resorts and we do travel bf in Cancun in other 5 star resort all inclusive my any years ). Preferred Club is worth it every penny. The beach is taken care every single day and cleaned. All our experience is very satisfying but what we love more than everything is the atmosphere that they make us feel as a big FAMILIA and we meet new and old friends here that are coming back for so many years in the row. The pool activities add to your experience and swim up bar is very important for meeting new friends from all over the world. There is three big pools and the beach so if you want a relaxing romantic experience only you as couple you can choose the quiet pool or the bed sun in the beach out of entrainment areas.So you can enjoy different atmospheres.

I’ve been a member of Unlimited Vacation Club for a while now, and after our most recent trip to Secrets Akumal I’m honestly beyond frustrated with how this program is being handled. First issue was the room. I booked an ocean view room. Secrets has different ocean view categories, including preferred ocean view. I specifically asked about preferred and was told I didn’t need to pay for that because I was already a UVC member. We get there and our room is basically all the way in the back of the resort. Later we find out the preferred ocean view rooms are up toward the front, which is obviously where we would have wanted to be. The difference in price was around $50 for the entire week. Fifty dollars. I would have paid that without even thinking twice if somebody had just explained the difference correctly when I booked. Instead I relied on what I was told as a member and ended up with a room location I never would have chosen. Then there was the situation with the two couples we brought with us. We upgraded our own membership on this trip and one of the couples we brought actually purchased a UVC membership themselves. So between our group, UVC got an upgrade and a brand new membership sale. We had been told there were two ways to book guests, guest certificates and unlimited sharing. We understood that guest certificates didn’t automatically include preferred access, but we were specifically told that if the guests booked a preferred room, they would get preferred access and wouldn’t have to attend a presentation. The third couple booked a preferred room. They then tried to charge them $400 because they didn’t attend the presentation. How does that make any sense? They paid for a preferred room, we upgraded our membership, and the other couple literally bought a membership on the same trip. Apparently that still wasn’t enough and they wanted another $400 out of the third couple. The biggest issue though is what we were told when we upgraded versus what customer service is now telling us. We were told multiple times that after upgrading, the people we brought would never have to attend another presentation and that we would still get the nights/benefits for bringing people because they simply wanted members bringing new people to the resorts. This wasn’t mentioned once in passing. It was part of the reason the upgrade sounded valuable. Now the customer service line is telling us that isn’t true. So either the people selling these memberships don’t understand what they’re selling, or they are telling people whatever they need to tell them in the room to get the upgrade signed. Either way, that is a huge problem. The Hyatt hotel rates were another big selling point of the upgrade. We were shown rates that made the program look extremely attractive. Now that we’re actually looking at the rates available to us, they are nowhere near what we were shown during the sales process. It honestly feels like smoke and mirrors. Everything sounds amazing when they are trying to get you to sign, and then once you actually try to use the benefits, the story changes. I’m not expecting everything for free. I’m not expecting every upgrade in the world. I just expect the things we are told when spending thousands of dollars to actually be true. We upgraded. We brought two couples with us. One couple bought a membership. The other couple booked a preferred room. And we still somehow ended up arguing over a $50 room difference, a $400 presentation charge, guest benefits that apparently don’t work the way we were told, and Hyatt rates that look nothing like what was presented to us. Secrets Akumal itself is a beautiful resort. My issue is with the way Unlimited Vacation Club is sold and the way the benefits are explained. If you are considering buying or upgrading a UVC membership, get absolutely everything in writing. Do not rely on what somebody tells you during the presentation, no matter how clearly or confidently they say it. If they tell you your guests will never have to attend another presentation, get it in writing. If they show you Hyatt rates, take pictures and compare them yourself before signing. If they tell you a certain room category or membership benefit gives you preferred access, get it in writing. We spent a lot of money with this company and brought them additional business, and somehow we came away feeling like every benefit had an asterisk attached to it that nobody bothered to mention until after the sale. I’ve already contacted customer service and given them the opportunity to address this. If they make it right, I’ll update this review and say so. If they don’t, people considering UVC should know exactly what our experience was before they spend their money.

I downloaded tripadvisor just now just so I could make a review. We had the best time on our honeymoon. All of the staff made it so enjoyable. We felt like we could truly relax. We wanted to be able to truly thank everyone who made an impact on our stay, hence the forthcoming review. Jose, building concierge for building 4, was amazing. Luis did our turn down service every night and made us feel so spoiled. Felipe and Jose at the pool were so nice, and knew our drink orders and remembered them the entirety of our stay. Alan, Ari, and Erick from the entertainment team were great sea turtle snorkeling guides, as well as super fun to learn macrame and turtle painting with! Loved the activities this resort had to offer. Our waiter for Akumart on our first full day was Luis, he showed us to our table and all of the food offerings. He also made us feel like guests of honor with his service and smile. Oscar & Alejandra led the tequila tasting and it was top notch. We learned so much! Seline, Ricardo, and Carlos in the preferred lounge were so kind and were very hospitable. Luis at Bordeaux, Diego at Portofino, and Ayram and Josue at Himatsu made our dinners at restaurants top notch. 10/10 every time. We loved Himatsu’s regular menu as well as the hibachi. To everyone at the spa, it was a luxurious experience. Yani, Pamela, Valeria, Ana, Lucia, Alejandra, and Melissa were all of the wonderful people we met there. Ana and Lucia went to town on our backs and left us feeling so relaxed (and then sore in a good way!). Thank you Secrets Akumal team for the trip of a lifetime. We hope to return soon