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
914 reviews
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Dec 02, 2024Be careful with your valuables
I really wanted to to like the resort sine it is in Tulum. The resort is great however it is a 10 -15 minute ride to the beach, the beach lacks staffing and towels for the guests, the food is OK, lacks flavor and choices. But the reason why I am giving 1 star is because someone stole my engagement ring in my room while I went to grab coffee with in minutes, the bed was made and the ring was gone. It was such a horrifying experience and management gave us the run around at first until we said that we wanted cops to be involved, then the staff/ management became proactive about it. I was promised for a voucher from management but never heard anything. Over all I will not be back to this resort due to a terrible experience.
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Dec 02, 2024Great Getaway in the Middle of the Jungle!
The Secrets Resort in Tulum was an amazing experience. The grounds are a little complicated to get used to as the layout can be challenging at times but the rooms, food, pools, and friendly staff make up for it. We got the swim-up room and the swim-up pool water temperature was perfect! We enjoyed finding all 9 pools on the property and especially enjoyed the rooftop pools as well as the middle pool with the cabanas. The food was delicious in all restaurants but Jasmine (Asian) was my favorite. The bike tour was a great little getaway into Aldea Zama where lots of little shops and restaurants can be found. The Zamna Beach Club was also fantastic, just a short shuttle bus ride (10 min) away. We walked the stretch of beach which seems like it goes on for miles. We were very happy with our stay and would definitely return.
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Dec 02, 2024Secrets out
The service was shockingly bad—slow, inattentive, and completely uninterested. The food was equally disappointing: bland and uninspired, with many menu items unavailable due to lack of inventory. The so-called Preferred Club was a complete waste of money. The concierge contacted us only on the first day and then disappeared, and our mini-bar was never restocked after check-in. The beach club was overcrowded after the first shuttle arrived, and the Preferred Club seating was so limited that getting a chair was almost impossible. To make matters worse, I wasn’t the only one frustrated—many other guests were complaining about the poor service, and lack of organization. This place fell short on every level, and I do not recommend it. Save your money and book elsewhere. The pictures look pretty, and it is, but that's about all it has going for it.
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Dec 02, 2024Hopefully in time this will become the premier resort that it could be; for now, it needs some work.
Someday this will probably be a great resort, but for now it's pretty mediocre. Aesthetically, the resort is absolutely beautiful and will only continue to get more beautiful as the foliage continues to grow and improvements continue to be made. Service, food, and beverage were very inconsistent and well below the level we expected based on previous resort experiences, which led to an overall experience that was underwhelming. Customer service training would go a long way with most of the staff - not all, there were a few great bartenders and staff members - as this is one thing that should be valued above all else to make guests feel welcome & taken care of. The one major incident that I want to call out is one that I've never encountered in any other all-inclusive resort: a member of our group was denied being served two cans of beer because "he was not tipping enough" per the bartender in the lobby bar who refused to serve him. He had previously tipped that same bartender two rounds before; which should be irrelevant because tipping is for exceptional service and should not be expected as a standard at an all-inclusive (especially when the service was rarely exceptional). I won't get into the food or the drink because from one meal to the next, and one day to the next, the experiences were totally different; I just hope some consistency is found quickly and improvements are made.
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Dec 02, 2024
Save your $$, Don't stay at Secrets Tulum!
This resort is not what you would expect from an all inclusive. The service is horrible, if you get any. No one stays at the hotel during the day because no one is there to serve drinks or meals. Everyone takes the 30 min ride to the Beach Club. The food was some of the worst we have ever had. I highly recommend you do not stay at this Secrets. There are many more that are beautiful and have great service.