6/10 - Bom
11 de jan. de 2026
We stayed at Secrets Akumal Cancun for four nights over New Year’s. Overall, the hotel is good, and most of the staff make an effort to provide good service.
The Preferred Club Lounge was a highlight. Diego was excellent at reception, and Angel was always attentive. Our second concierge, Metz, made a real difference after we upgraded our suite. Although it took a little time for her to contact us, once she did, her service was exceptional and truly elevated our stay. Unfortunately, our first concierge, Monica, was not helpful.
The most disappointing moment was at the beach, where there were no loungers available, and the staff member on duty made no effort to help or find a solution. This was very frustrating for a luxury resort.
Another issue was the restaurant closing time (10:30 p.m.). We arrived at 10:00 p.m., and while still eating, all remaining dishes and desserts were brought at once because the kitchen was closing, which felt rushed and unpleasant during a vacation.
In summary, Secrets Akumal is a good hotel with some excellent staff, but service consistency needs improvement to fully meet luxury expectations.
Vanessa
Vanessa, viagem de 4 diárias
Avaliação de hóspede verificada da Hoteis.com
