Secrets Tulum Resort and Beach Club

I will definitely be going with Secrets in the future. . This resort is more than just a place to sleep; it is a place of luxury, warmth, and a family-like atmosphere . Whether you are celebrating an anniversary, a birthday, or just want to unwind, Secrets Tulum delivers a magical, memorable, and relaxing stay.

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.

The resort was amazing for the most part, except we found a cockroach in our room one day, which was a bit gross.

Boy where do I start? We checked out yesterday from a 5 night stay and I’d compare our experience of that to a Holiday Inn. It’s shocking because Secrets in the DR was beyond amazing. Upon check in we were pitched the “not a timeshare” presentation. We felt so extremely pressured after saying no multiple times. When we got to the room we unplugged the phone to avoid calls about the breakfast we were forced to book. This is relevant later. Day 1: TV remote not working, safe broken, no robes or iron in the room, wine cooler leaking. They gave us a new remote and sent someone to fix the safe. Was told they’d get robes and an iron sent that never came. Day 2: the hotel took nearly a day to navigate. Everything building is designed as a circle so if you make a wrong turn you have to walk all the way around. When walking to breakfast a completely different man from the one that booked the presentation stopped us, asked if we were “insert name here”. We responded yes. He asked why we didn’t come to the presentation and then after we told him we didn’t want to go he SCOLDED us about “wasting his teams time and spot for someone at the breakfast”.. mind you every single person that came in was pitched the breakfast experience. Day 3: wasn’t until day 3 our butler slid a note under the door with his info if we needed anything. Day 3 was also the day a ROACH was inside the hair dryer, and I didn’t realize this until after I used it. Then ants were covering the one sink. At this p

⭐️⭐️⭐️⭐️⭐️ I absolutely loved everything about our stay! The staff was incredibly friendly and attentive, the place is impeccable, and their system is extremely organized. Everything ran so smoothly from start to finish it was truly a wonderful experience. Highly recommend!

We had an amazing stay! From the moment we walked in to the moment we left , the staff was excellent. Aldair our concierge and Reyes went above and beyond for us and made our experience one we will not forget .