Secrets Tulum Resort and Beach Club

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.

Everything about this resort is a 5 star! Down to the room, service, staff, and food was amazing. I’ll definitely be back here !!

Staff were super friendly ( Estephania ( manager), Johnny ( activities ) Carlos ( rosewater restaurant) to name a few. Everyone was super friendly and ensured that we were properly taken care of. I didn’t feel like I was at a resort, I felt as if I was visiting my family. I was very sad to leave. God bless all of the staff for making our vacation/ stay a super memorable one !

I absolutely loved my stay at Secrets Tulum. The property was incredibly clean at all times throughout the day and night, the staff was beyond nice and accommodating, and the service was amazing. I would certainly recommend this resort!

Review of resort Everything is exceptionally. One thing I would recommend is the ability to make pre reservations for dinner. Waitlisted is very inconvenient and not use of time. We had to wait 3 hours to get into the sushi and hamachi and ended up missing the show. Otherwise the resort and staff are perfect. Would highly recommend this resort. Dianna