Opened in 2023, the Secrets Tulum Resort and Beach Club offers travelers a pleasant stay in Tulum, whether for business or leisure purposes. In terms of transportation, Tulum International Airport is approximately 44km away. Tulum International Airport is approximately 44km away by road. Seeing Tulum's sights from this hotel is easy with BioSalud Integral, Cenote Aldea Zamá and Parque Dos Aguas all close by. When guests have some time on their hands they can make use of the onsite facilities. Guests of this Tulum hotel can make use of the parking facilities. Germaphobes can rest easy - the level of cleanliness is highly rated at this hotel. For guests traveling as a couple, this hotel is consistently one of the most popular choices.
"I honestly don’t understand how this hotel calls itself a 5-star property. My whole experience here was extremely disappointing from the moment we arrived.
Service is absolutely terrible. Nobody helps you with anything, reception doesn’t care, and every time you call the front desk or concierge, nobody answers the phone. Zero hospitality.
Food was honestly disgusting. Nothing fresh, no flavor, very low quality. Drinks taste like water — literally no alcohol. Even the cups and glasses in restaurants were dirty. It feels completely unacceptable for a resort that is supposed to be luxury.
We also had a very unpleasant situation with the membership “presentation” scam. They invited us to a “lunch to learn about the brand,” but in reality, it turned into a pushy timeshare-style sales pitch. None of this was explained honestly beforehand. When we complained, the front desk staff was rude and dismissive, as if this is normal.
On top of that, I forgot my dress in the room. They admitted they found it, but for two days they ignored me, didn’t contact me back, and didn’t send it. I kept calling and messaging, and still no response. This shows how bad the communication and customer care truly is. After during checkout they asked us to sign the paper that we have no problem with the hotel and requested we write a good review about them. Ridiculous.
Overall, this hotel is not worth the money, not even close to 5-star standards, and definitely not the luxury experience they advertise. I would not recommend this place to anyone looking for a comfortable, honest, and professionally managed resort."