We went to Secrets Silversands on 11/29/14-12/5/14, this was a beautiful resort but if you don't get a room by the ocean you will smell Feces everyday in any other room especially during the summer or hotter days in the seasons. We were moved 3x due to this issue, they have a sanitation plant on or nearby their property from another resort Azul Santoria, and it was absolutely sickening, and be leary of the activities you book as they are very high and you may not get the full value for your money. read more

My husband & I chose Secrets Silversands to celebrate our 25th wedding anniversary and did a vow renewal here. Everything was fine, including the vow renewal except two things: the confusion of the couples massage price (there were literally prices and deals being advertised everywhere everyday with different prices). We upgraded to the 80 minute massage and the deal was 45% off that day, which according to their price Brochure, would have been $235pp x 2 x.45= 258.50...some how we were charged almost $100 MORE ($350) and that was with asking for clarity with the spa manager. He decided to add 50 minute massage + 25 minute massage = 75 minutes, not 80 minutes...He was able to charge me MORE by imputing the minutes into the computer this way. It doesn't add up in any case or advertisement for THAT DAY tho. If we had tried to 'cancel' the appt., in protest, (bc I tried to object BEFORE the massage), according to their 'rules', they would have charged our account 1/2 of the service anyway. No way to walk away. Second issue: Our air conditioner in our room was registering 66 degrees and lower. We immediately brought this up to the maintenance dept the FIRST DAY, they tried to fix it, it reverted back to freezing cold, the third day, and finally the 5th day, when we could no longer physically tolerate it, due to a spinal injury. ONLY THEN did they suggest moving us, on Sat., and we are due to leave on Monday morning. We were given an apology and an upgrade room for 'next time' we come. We would have MUCH PREFERRED they'd acted long before five of our seven days were expired. Btw, the tv remote was missing in the new room, the auto Blackout blinds were broken/ripped, the refrigerator was broken/off and smelled like mold. We asked to talk to the manager...He came up to our room, with a 'certificate' to upgrade our room, when we 'return' to the resort within one year...this does NOT atone for RUINING 5 days, causing pain to my physical body while on vacation, and not responding appropriately the FIRST TIME, or at the LEAST, the second time to a very curable issue. I wrote both SilverSands, and Apple Vacations of our issues, and neither have responded. A registered letter will be mailed to Secrets. Sam. read more

We just returned from a week at this resort. Unbelievable. As first time visitors to an all-inclusive resort, we were very impressed. Through our travel agency, we were met at the airport and immediately taken to the resort. Upon arrival, we were greeted with cool hand towels and a glass of champagne. Our room was ready, our bags were delivered for us, and we hit the beach. Many other reviews hit the high points. All inclusive means all inclusive. If we needed something, we just needed to ask. Service was prompt and impeccable. The variety of restaurants and the quality of the food was outstanding. The staff were friendly and capable, the grounds and room spotless, and the view was extraordinary. Absolutely no complaints. We did not want to leave. What we loved most about Silversands is that it is a bit out of the way from other resorts. It's quiet, intimate, and somewhat secluded. Also, there's a nearby reef so you can snorkel at the reef through the resort (for a small fee), or go down the road a bit for more snorkeling. There is always something to do, day or night. If you like games, darts, ping pong, the staff set up activities. You can Zumba, learn Spanish, or play water volleyball. If you're in a quiet mood, find one of the smaller pools, grab a book, and wait for the staff to bring you a drink. We loved that there was always something going on, and yet plenty of space to do our own thing. The different areas of the resort had different vibes. If you want activity and socializing, hit the main pool. If you want quiet couple time, hit the pool closest to the beach. If you want out of the way solitude, the side pools were never very busy and always a cool place to read a book. The same was true of the activities and bars. With a few different bar areas around the resort, you could go where the music and DJ was, or you could hit the bar by the beach for quiet romantic time. While the shows and entertainment were nothing special -- not bad, mind you, just meh -- there was always music and a DJ at night, sports in the sports bar lounge, or movies shown on the side of the building. Every room has a patio or terrace, so we would often order room service and eat on the patio. Good times. The one negative had nothing to do with the resort, but with the travel excursion operators who work at the resort. It's convenient -- you can book tours etc. right there -- but they do tend to lie. We did the ATV/Sea Turtles/Cave snorkeling. We were told it also included reef snorkeling. It did not. The driving time is extensive, and the excursions are by group. The private intimate feel of the photos are misleading. When we did the sea turtles thing, there were about a dozen groups of 6+ people all snorkeling around a small, blocked off patch of ocean just offshore. You might see a sea turtle, you might get kicked in the face. Involvement from the tour guide was minimal, so expect to end up away from your tour group and trying to identify that one group of snorkelers that look different from all of the other snorkelers kicking up sand around you. We were also promised 17 miles of jungle off-roading. Try 5 miles through a failed housing development. With rocks. The cave snorkeling was fun, but regimented. You literally followed a rope along platforms and swam briefly (10min) in a 100 yard cave looking at not much at all. Basically, you had time to say "cool cave," pose for a picture, and then it was time to go. And did I mention the driving time? Prepare for lots of it. Bring a book. We would gladly go back, but probably pass on the excursions. The resort was lovely. Always something to do, and perfect for couples looking for somewhere romantic to do romantic things. read more

We stayed at Silversands last week for 4 days. We were disappointed by the resort based on how much we spent for our stay. We paid about $600 a night during Spring Break, and it wasn't worth it. We booked through Costco Travel. The rooms are descent, but not modern and luxurious like Secrets The Vine which we LOVED!! The resort is old and it shows in the lobby, the common areas and the small touches that are missing. The bathroom smells like sewage and you can't control the thermostat. We called and asked for help several times, but they don't work apparently. The room is freezing! Also, if you shower at 6:00 or 7:00 after everyone else, except the water to be warm, but not hot. Again, it's an old hotel. Add that to a freezing room and that sucks. The short of it is that this is not a luxury hotel and should not be priced as a luxury hotel. We went to Breathless a few hotels away and we were floored by how beautiful and luxurious it was and for the same price!!! During our stay, it seemed like every guest was over 70. Things we liked: Service was very good. Food was very good. Try the Hibachi, it was our best meal. We will not return to Secrets Silversands. read more

I was here for 5?days and did not have one good meal. The service was slow slow slow. Dinner took on average 2.5 hours nightly. Food had no flavor and drinks were even worse. read more

We just returned from a wonderful vacation at secrets silversands. Everything was perfect, the food was great, everything was clean and beautiful. The best part was the amazing staff, everyone was fun and extremely friendly. They take the time to make sure you have everything you need. The entertainment staff was wonderful, Water aerobics and sand volleyball were my favorite. Dylan, Estephanie, and Myra were fun and entertaining. Our wait staff was also amazing, Amanda and Leonardo kept our drinks full all week. We will be back! read more

My husband and I went to Silversands for our honeymoon and had an absolute blast. That being said, you've probably already read about some things that could be improved. Here are our thoughts on the good & bad: When You Arrive: Yay! Champagne! That's about the only "yay" moment you'll have for the next hour. It took us over 45 minutes to get out of the lobby based on them making us sit with people while they try to sell us stuff we don't want-- kinda kills the mood when you finally arrive on your honeymoon, eh? It was actually humorous how ridiculous the sales stuff was. But it definitely definitely feel like luxury, which based on what we paid, we had been hoping for from the moment we stepped in. The Room: Very beautiful, sleek, clean. DO NOT PAY FOR OCEAN VIEW. Their version of "Ocean View" is actually a partial view. I can guarantee they will give you the same view if you book "Partial Ocean View" because when we asked to switch rooms to match the "Ocean View" we booked, they showed me another "Ocean View" that had just a tiny sliver of ocean to the point where I would be disappointed if I booked "Partial Ocean" and ended up in that room. When we brought it to their attention that we felt like we got duped, they basically sent us to the other room to be snarky and show us that there are worse rooms we can be in, and were extremely rude about it. I was actually surprised, I expected at the very least, kindness. I didn't want to waste more time chatting about the room with them, and we were very happy with our room overall, it was just the reason we had chosen this resort was so we could have ocean view within our budget, and we probably would have had a better ocean view elsewhere. I've seen complaints about the AC but our room was perfect temperature the whole time, the bed was very comfortable, they cleaned it twice a day, and we have rose petals on our bed most days! The Food: Overall, I was very impressed! The breakfast buffet blew my mind! I was like a kid in a candy store to the point where my husband was laughing at me for being so excited at the buffet. But then a man walked in and yelled out, "Can anyone even believe this? This is amazing!" So clearly I was not the only one who felt that way. Skip room service if your late night drunk self can help it. Eek. Not good. The lunch by the pool is also very skippable but the lunch buffet at the same spot breakfast is at (The World Cafe) is as awesome as breakfast. Our favorite spots for dinner were the French Restaurant, Oceana and El Patio (though I'm not gonna lie, the only time throughout the trip that I had stomach issues was after El Patio-- but the food was so good!) The desserts were all fantastic. The Drinks: It's an all-inclusive so the drinks are weak unless you take a shot or ask them to make it strong. For me, I was all about them making my drink weak because I planned on doing a lot of drinking. They're just being responsible. But I can understand how that would annoy some. Just ask for a shot on the side and pour it in your drink if it really bothers you. I wish there were some Mexican craft beers but I obviously didn't expect that (did find some good ones at bars in Playa del Carmen though!) The Beach: I'm not a huge swimmer so I was fine with it. My husband, along with most of the reviewers, wasn't pumped on the beach but that's something we knew going into it based on reviews. It's still beautiful, but does make you want to take an excursion off the resort to make sure you get to see that white sand and crystal clear water while you're there. They work so so hard to try and shovel the seaweed off the beach and it's kind of depressing I wanted to help! It's just a never-ending task and you're just watching someone work so hard to no avail while you sit on your butt with a drink. The Pools: Awesome! Pool volleyball was a blast. They do their absolute best to keep the pools clean. There is one big party pool where most people hangout and you can find many other quieter pools that have barely anyone in them if you want more privacy. I thought the pools were great! The Service: AWESOME! We loved our bartenders and servers. The sports and entertainment staff were fantastic. The cleaning crew was great. The Amstar staff was super helpful. Wasn't a fan of being sold to by the concierge and the front desk staff was rude when we told them about our room, but really everyone else was so so great. I will say, I barely know a little Spanish, but they were so appreciative that I tried. The service totally improved when I attempted to hold conversations in Spanish. If you know a little, don't be shy! Or make the effort to learn a few phrases before heading to the resort. You're heading to Mexico, after all! Tip your bartenders and servers and housekeeping staff, they deserve it and you won't regret it. Shout out to Gestamani, Anna Banana, Miguel, Luis, and of course, Alex the Great! read more

When you enter a 5 diamond resort , the receptionist are the face of this place . We got here early after 12 hours of flight . We understand that the check in was not till 3 pm , however Jessica the receptionist did not even think to offer us their guest room , where you get to use it for 30 min and freshen up . After one hour feeling horrible with migraine the door man offered us that room . As I am sitting here and my boyfriend is trying to check out we come across Jessica and I am really trying to forget about my first experience but I guess when you suck at what you do no matter what you will stand out . She failed to provide us with her last name , or security office manager and she spoke in a very rude manner . I will never forget her bad attitude . Be carful to not get hurt on the beach , even though each resort claims their own area of the beach , they will tell you beach is not private its public . This place does not offer good healthcare and we never got to see a doctor . My boyfriend stepped on a rusty nail on their beach and all they did was to take a picture and force him to sign a waiver. We never get to see a doctor and no one even bother to ask when was his last TDAP injection. I am a nurse and we took care of the foot but couldn't help to think about what if that happens to others , what if they don't have an access to their medical record? This resort failed to provide care to their guest , staff are afraid and honestly you are on your own. I will make sure to write a review on trip advisor about them as well as Expedia . We never signed their comments papers or their waver papers . It makes me upset that on Christmas Day we left so upset and irritated with their poor costumer service . read more

Do not go to this place if you like to go on vacation with shorts and t shirts!!!! There is nothing VIP about this resort. Fake stars and reviews everywhere. Small rocky beach and no customer service whatsoever... spend your money somewhere else. read more

I had a terrible stay here, including non-functional air conditioning, HAIR in my food, unaccommodating staff, and brown water coming out of the bathroom sink pipes. Their food is mediocre, the beach is not great, and their drinks are weak (even their margaritas were terrible... come on, this is MEXICO). When I complained to the concierge, I was told I'd be given "VIP treatment" at the restaurant I was attending that evening. Sure... right. We were only given a huge hassle by the host that wouldn't seat our entire party together. I complained again at checkout and was offered 2 nights to come back. YEAH RIGHT. I wouldn't come back to this place ever again. I asked if they could refund me 2 nights instead, and they REFUSED! Come on... even Hampton Inn offers a refund if you aren't completely satisfied with your stay. If I could give 0 stars, I would. read more

I spent a few days here with a group of friends and had a very good time. The bartenders were my favorite of the staff. They always had another delicious blended cocktail ready for us by the time we finished a drink. In fact, they may have been too good at that! The rooms were gorgeous and super clean. There were a couple of negatives though. We had an awful experience at the spa. And the food was as expected at an all-inclusive (just ok). One of the "nightclubs" in the resort had a foul gas odor in it every night. Despite the negatives, I would return if I found a good deal. read more

PLEASE Read this before you stay here.... We just stayed here October 2015 Ocean is awful, dark, murky, smelly and full of seaweed.. Cancun has beautiful beaches Food is terrible.. really.. desserts are the worst part Don't pay for the preferred room/concierge/lounge all it means to them is you have $ and they will try to sell you stuff.. ( time share) Room; tub dirty, shower head broken, toilet seat broken... ( this was the upgraded suite too) room smelled... figured out what that was, the last night we were there it RAINED in our room from a vent in the ceiling. They came to fix it and removed a wet moldy towel.. YEP you read that right.. MOLD/Mildew.. took an hr to get to our room at check in paid for internet in the room, rarely ever worked.. was told by the front desk that the internet had been out for the entire country.. funny thing was, we left for an excursion not 10 min later and every other person on the bus from other resorts had internet.. UH HUH.. DON'T go if they offer to send you to a sister resort for the day.. it's a timeshare scam.. you will be sorry.... because of our upgrade we were given $400.00 in coupons to use.. yeah, we could only use $40.00 max per session or request.. really a total rip off... pools close early Resort it build on a swamp, you will need bug spray, couldn't be out at night.. NOT even on the beach.. we were bitten like crazy.. :( PLease don't stay here.. if you read other reviews there are so many that had the same issues... read more

I agree with the "mediocre" at best. The all inclusive restaurants are all open at the same time instead of staggering to accommodate different meal times. The food is good (not great) at the restaurants that we tried but the room service menu was very slim on choices. For all the advertising pix I expected more of a true upscale resort and it is lacking the dazzle that was advertised. read more

Started out a bit rough but ended on a better note. Located less than 30 min from Cancun airport. Check-in was easy. However, their "$200 credit in resort fees" is a sham. Right after check-in, we were "guided" by a VIP rep to a couch area who proceeded to give us a sales pitch in regards to visiting their other sister resorts for a discounted fee. I'm thinking, I haven't even been able to enjoy THIS resort yet and you already want me to leave to go somewhere else? That doesn't even make sense. The $200 resort credit was a book of vouchers listed with various dollar amounts in which you can ONLY apply at a MAX ... i.e. $20 credit towards a min spend of $120 at their spa, etc. Even with the credit, the services were still overpriced and therefore the vouchers were NOT used by us. After we declined the sales pitch, the rep was visibly disappointed and thanked us for our time and got up. We then asked if we were going to be shown to our room. The rep merely pointed to the elevator and told us to go left at the doors to find our building. After being told our luggage will be sent to our rooms in half an hour, we were then left alone to fend for ourselves. We then wandered around the resort grounds for about 20 min, lost because the signs weren't very good at telling us which building was what. We had to ask a housekeeping staff with no English ability where building 5 was (There are 7 total I believe?) and she pointed. We eventually got to the correct room. We were tired and annoyed at this point. The room was exactly how you see it on their website. Spacious and neat. HOWEVER, you can't smell the mustiness and possible mold that was there through the pictures. The AC was on very cold but if you lower it for just a bit, the room will get way too hot. The toilet door was see through glass and offered no privacy for the occupant. There was no door to the shower area. I understand this is to promote intimacy and open air feeling, but it's a little impractical. New couples who aren't used to passing gas around each other, or listening to the other pee should NOT go here because it could very well destroy your romantic feelings for each other as well as create some awkward moments. ROOM PROS: In-room jacuzzi;stocked minibar;private balcony to help dry out bathing suits; sitting area ROOM CONS: no privacy bathrooms;no door for shower created a messy wet floor outside;the shower area;musty smell;no in-room snacks FOOD: Breakfast - World Cafe buffet;Room service;Coco cafe shop Lunch - World Cafe buffet;Room service;Coco cafe shop;Seaside Grill/Oceana;Barefoot Grill (more like a bar with some pickies) Dinner - Bordeaux | French; El Patio | Mexican; Himitsu | Pan-Asian; Oceana/Seaside Grill | Fresh Seafood; Portofino | Italian; Ratatouille | Mediterranean; We liked Himitsu the best as it was consistent and flavorful. We enjoyed The Buffet (surprisingly) and Portofino. We were surprised we even liked El Patio thinking there was nothing there that we would enjoy but we were proven wrong. We were mostly disappointed with Bordeaux and Ratatouille as either the food was bland or too salty. The food is always beautifully presented though. But I'd rather it taste better than it looked. We of course have to give shout outs to a few staff members that made a difference during our stay. They gave us that extra attention after we voiced a complaint once over the service. They made sure we did not have a complaint again after. At the World Cafe, thank you to Pamela and Kendor. Entertainment staff Adrian and Sairi. And the strict looking but attentive manager of Himitsu. The beach at the resort is the worst beach I have ever seen. They have a crew of workers clean the beach of seaweed every day. They shovel it into wheelbarrows and move it off the beach. This dominates your view while at the beach. It is a public beach, so there are some people that walk up and down trying to sell you cigars and other souvenirs. There are usually enough lounge chairs, however the weekends are tougher to get more desired spots with shade under the palapas. Same is the case for the pool areas. All the lounge chairs are plastic and uncomfortable. You sit on them for a couple hours and your butt goes numb. Even loading up on towels for cushion just doesn't work. Overall, the stay got better mid-way (we stayed 9 days), after we voiced our concerns. I believe if you make it known something is to your dislike, and it is something they can control, then most of the staff will do what they can to turn that around. There were a couple of staff members with sour attitudes (specifically on the Entertainment staff) but I'll give them the benefit of the doubt and attribute it to being tired from their long hours. However, with the overall service being just average (why do I have to complain in order to be treated better?) I would not be returning to this resort unless it was free. There are many options in Cancun and in Mexico overall. I was not impressed. read more

After arriving at 8:30 am, we waited until nearly 4:00 pm before our room was available. Although we were able to access resort facilities, (restaurants, bars and pools) after flying in on the "red eye," we really wanted to unwind and freshen up instead of hanging around in the lobby. Didn't care for the grounds keepers mowing grass and trimming hedges while we were in the pool or lounging poolside everyday. They don't seem to be set up to accommodate large parties (there were 15 in our group) which became a problem when it came to mealtime, where we all wanted to be seated together., and our rooms were spread all over the resort. Wait and bar staff were very helpful and friendly. Esther was a phenomenal bar server! The common areas and rooms could definitely use some updating. For less money, we have stayed at much nicer resorts with fewer restrictions, such as stringent dress codes for casual restaurants, and inflexible restaurant managers when seating our large group. Pools close everyday at 8:00 pm for cleaning. I have stayed at other resorts where cleaning was done after 11:00 pm when most guests were already in their rooms for the night. There is not a lot of energy around the pool areas...very little music. There is a policy of not serving your drinks with straws to avoid having them wind up in the ocean and harm the eco-system. While I applaud their dedication to the environment, I think that policy is a little over the top. And speaking of the beach area, very small and choked with seaweed. Overall, very disappointed in this resort experience and would recommend anyone looking for an "ultimate" resort stay, look somewhere else!! read more

The customer service was very rude and lied to me while checking in when I arrived. I spoke to a representative before I arrived to make sure my reservations would be accepted by Bookit .com which was recommended by Bookit.com. I also made sure the resort had two people down for the room and extended our stay for the weekend. I was told a certain price including the bookit price for 2 people. When I arrived at the hotel the price I was quoted was honored, with my friend sitting next to me and we made sure all was correct and we had been checked in at that price with 2 people and paid up . We had to wait until 3pm until our room was ready. When we went to get our keys for the room, the resort said they made a mistake and said they only charged one person . The receptionist lied right to our faces and wanted me to pay an extra $2000.00. My friend and I explained how she confirmed two people and checked us in at that rate. She said her manger was going to make me pay the extra $2,000.00 . What could we do, we were in Mexico already. The staff said they would investigate and they gave me the run around and I had to catch a plane on the way out . I was told to call when I get back home so we could work something out and continue on with the investigation. When I called back in the US , interestingly enough ,I was transferred to 4 different people and they all disconnected me. I tried to call again and got the same run around. We were also charged for 2 bottles of wine in room service, when we only ordered one bottle of wine, and an extra $20.oo for a dinner that was suppose to be only $60.00. My vacation was ruined with the anxiety of being lied to and the extra $2000.00 I brought was now gone .The staff repeatedly lied right in front me and my friend sitting next to me as a witness. This was humiliating and uncalled for . I thought I could trust the resort . I was completely stuck in a country ripped off at a beautiful resort . I could not enjoy for 6 days being so upset with the resorts actions and taking my money , shame on them!!!! DO NOT TRUST the staff at the desk . On top off that , when my friend and I went to book a trip for the day , the resort had in their computer that we were checking out on a Friday , when infact we paid the extra money for extend the weekend. That was disturbing as well. I would not recommend this resort or book with the staff or ask for any extensions or confirm of a reservation. This caused a great deal of stress on my friend and I because we budgeted for this trip and didn't have enough cash all week. I am so disappointed and frustrated. We had little cash to tip the staff which was very upsetting to me as well , and did not have cash to purchase retail merchandise and whatever was available to purchase for cash on the resort. I was extremely humiliated . I also trusted the staff to work with me and help me with the investigation. Not one person would help .All lies!!The manager hung up on me as well . Horrible service and they stole my money !! read more

I'd love to be able to review this resort but we were unable to take our vacation. This was to be a special trip for our 20th wedding anniversary but we had to cancel at the last minute because we had a significant house fire just days before we were to leave. To make matters worse, when I booked the trip, I forgot to click on the insurance option. This is where my view of Silversands turns sour. I contacted the resort and explained our situation. We have two kids at home who are greatly affected by the loss of their home so we had no choice but to cancel our trip with hopes of rescheduling when the kids are in a better place. The call center for the resort was very nice but they had to follow the rules given to them and refund a very small amount of our full payment (significantly less than half of what we paid). They suggested I contact the amresorts customer service folks via email to see if they would refund more of what we paid so I did. My response from them was short and disappointing. Essentially, no insurance so don't care. I am still seeking at least a partial credit that we could use in the future to reschedule this trip but we'll see. Lesson? Amresorts sticks to its strict policy, regardless of circumstances, so don't forget to buy the insurance. For us, the lack of flexibility by amresorts adds to an already difficult situation for our family. Fair or not, my view of Secrets is less than rosy at the moment. read more