Location
TulumProperty Information
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Resort Details
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Resort Fee – (Leave Resort Fee information if travel is still current.)
Disclaimer : *The hotel doesn’t provide rollaway beds.*
Customer Ratings & Reviews
TripAdvisor Traveler Rating
928 reviews
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Dec 11, 2024Secrets Tulum and more
The resort is beautiful, and the pools are amazing! The staff is so attentive and helpful! The drive to the beach was approximately 15 minutes. Once you are there, you have everything you need. The beach is one of the prettiest you will see. I would recommend you fly into Tulum and save yourself the 1.5 hours from Cancun.
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Dec 09, 2024Secrets Tulum Couples trip
4.5 stars because staff is very helpful and nice and detail oriented! Thank you Secrets for the beautiful door sign and champagne! (Would have loved is asked of preferences ..we do not drink alcohol..I also could have mention that). Food was good in all restaurants! Olio the staff was most professional, the asian restaurant food was not constant, the sweet and sour rib too sweet everybody around us was leaving that in the plates/a chef would inquire why people are not eating it! Fir example at Olio I was asked if I dont like my meal/I was just full! They definitely need to work on consistency. The food at the beach was great in the restaurant! The pizza dough was super good but pizza was raw and uncooked, and staff running around like crazy to make things work but they probably need more staff. Otherwise the pools were pristine, the room huge and beautiful, the beach club a plus, so overall we had a great stay! A minus was the concierge, we wanted to dine at other hyatt as part of the sip, savor,see program however they left mentioning the resort we wanted to eat at was full, however they dis not even check on it and we asked two days in row, so they were not super helpful or interested in our request (that was Fernando in concierge) so very disappointed with that! Another minus..and maybe a recommendation is an authentic dine in Mexican restaurant! After all we were in Mexico! The gym was nice and well equipped also the entertainment staff was super nice! Overall we had a great stay and will return!
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Dec 08, 2024Love Tulum overall- would not recommend Secrets in Tulum - especially Preferred
I am writing to share my experience during my recent stay at Secrets Tulum. As a frequent guest at Secrets Moche, where we have always had wonderful experiences, we were excited to try a new location. Unfortunately, our stay at Secrets Tulum fell short of expectations in several key areas. I hope this feedback can help improve the guest experience for future visitors. 1. Service and Concierge: Upon our arrival, we were disappointed to find that our concierge was unavailable, and we were never introduced to a new point of contact during our stay. We did not receive a tour of the property, which is standard at most all-inclusive resorts, leaving us unsure of what amenities and services were available. Additionally, our room was not ready when we arrived, and we had to wait several hours before we could access it. 2. Room Amenities and Late Check-Out: While we were initially approved for a late check-out, we were informed at the time of departure that this could not be honored. This lack of communication was frustrating, as we had planned our departure around this arrangement. 3. Communication and Access to Services: Midway through our stay, we discovered that we had access to the beach club, which we had not been informed about when we first arrived. Once we visited the club, we enjoyed the food and service much more than at other parts of the resort, and I wish we had known about this option from the start. 4. Room Snacks and Preferred Status: As Preferred members, we were disappointed to be told that we were "not on the list for room snacks," which seemed unusual. This left us feeling confused about what benefits we were actually entitled to as part of our Preferred status. 5. Dining Experience: While the breakfast offerings were acceptable, the quality of food at the resort's restaurants was disappointing. One notable example was a T-bone steak that was extremely thin, tough, and gray in color—essentially inedible. This was far below the standard we have come to expect from Secrets resorts. 6. Alcohol Selection: We were told that Preferred status included access to top-shelf alcohol, but we never encountered any premium spirits. The alcohol selection was disappointing and did not meet the expectations set by previous experiences at other Secrets properties. Conclusion: While we truly enjoyed the beautiful town of Tulum, our experience at Secrets Tulum was a letdown. The lack of clear communication, subpar service, and lower-than-expected food and beverage quality made this stay disappointing. We had hoped for a seamless and enjoyable vacation but instead found ourselves constantly needing to seek out information and deal with issues that detracted from our overall experience.
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Dec 08, 2024Beach Club Stay
We only stayed two nights at the Casa Zamna, so I know nothing about the primary resort. The suite and (one) restaurant was were excellent except for a very weird window into the room by the door. You can’t be in the main hallway or bathroom undressed without knowing people can see in. The staff was incredibly helpful and friendly. I was a little less than impressed with dishes left overnight by the pool and even in the room balcony. The food
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Dec 07, 2024
Unfortunately time
Love the room it was awesome bed was so comfortable the shower was so spacious and the beach was one of the most beautiful beaches i have enjoyed like the vive in this place....the service was outstanding people here treath you like a king The food was top notch