Impression Moxché by Secrets – Adults Only

Incredible please! I've been to many resorts and this has been placed at #1 on the list. Names worth mentioning are Axel and Cristian, the entertainment staff. Roberto, by the pool helping us with drinks was on top of his game! Cesar and Omar, our butlers, were very good and very professional. All of these people were born to work with other people. Excellent views throughout the resort. I would recommend staying at Secrets Moxche and then spending a single night or two at Impression so you can enjoy the roof top and try the food.

Dear guest, Thank you for choosing us! We look forward to welcoming you back soon! Warm regards, Daniela Aguilar E-Concierge

A bit of a mixed bag here in my experience. I admit, my expectations were high considering it's a luxury brand in the Hyatt portfolio. Arrived on a Sunday, a little later than expected due to a flight delay. Check in time is 3pm, and we arrived around 2:30pm. Bellmen took our luggage and we were escorted to the Impression check in lobby. They took our passports for check in, but we were told our room wasn't ready yet. That wasn't a problem as we figured we would have to wait about 30 minutes for our room. I asked to use the restroom in the check in area, but I was asked to wait for "credential verification" which I thought was odd. Then they took us to the Seaside Beach club; we were told the butler staff would message us on Whatsapp when our room was ready. We finally heard back about our room at 4:15pm that it was ready, but we weren't provided a room number. No one came to get us at the restaurant, so we decided to go back to the front desk. We ran into the same representative on our way back and we told her our room was ready. She escorted us to the room and we asked where we could get our key cards for room access. We were told they use a digital app instead of key cards but we were only able to get one card to share which was inconvenient. While her overview of the room was helpful, she did confuse us with another guest and gave us some wrong information. She was about to leave and asked if we had an additional questions. I asked when we were getting our passports returned to us. It's a bit unsettling when you are traveling internationally and you don't know where your passport is for a couple of hours. She's did return them to us shortly thereafter. Highlights: - The rooms are gorgeous, the beds are comfortable, and the ocean view is quite beautiful. The toiletries in the room were wonderful. Housekeeping and turn down service staff were great. - The property is well maintained and is gorgeous. Pools are clean, beachfront was clean and well kept. Elevators are kinda wonky as you have to call cars individually and some elevators go down when you press up for higher floors. They're also very very small. - The restaurant service employees are excellent. However, the Hyatt Inclusive app restaurant menus and the actual menus in the restaurants are not the same which causes confusion, especially with dietary restrictions. The dietary restriction labels are not accurate on the menu items. The food in the restaurants was really delicious. We didn't have a bad meal here. Most places don't allow reservations, so be aware if you're a later diner you may need to wait for a table if you're heading over to the Secrets side. - The butler staff was sadly non-existent. The communication from them was poor. We never even met them - they never came to our room to introduce themselves or even called our room to welcome us. We sent them one request during our stay 45 minutes before the end of their shift that was read in the app, but was unfulfilled. We didn't get a reply back. We had to follow up with them on the request to get it completed the next morning which we found to be unprofessional. We assumed we were being ignored. - At times, there was an awful toxic sewer smell in the tropical walkway from the shared resort area to Impression. I know some things can't be controlled, but it was pretty disgusting. - Since our check in was late, we requested a short extension on the 11am check out time which was denied because "the room was going to be occupied later today". I don't think they were going to need 4 hours to clean the room for the next guest. We were disappointed considering the circumstances. Long story short, an employee on the Secrets side was able to make a call for us and help us out with the late checkout request (we transferred to that property at the end of our stay). Overall, I think we expected consistent 5 star service for the $1,400USD a night price tag and the fact we're Hyatt Globalists. We didn't get that level of service from the check in/out process and from the butler service staff. ⭐⭐⭐