Secrets Tulum Resort & Beach Club - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1285 reviews

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  We would definitely come here again

  Overall, this is an excellent vacation resort. Food is good, favourite restaurant was Jasmine. Rooms are spacious and comfortable. Close to town, beach is great. Riding the shuttle is not a big deal. Staff is amazing! Zero complaints from us.

  May 19, 2025
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  Beautiful Resort that is lacking

  My Boyfriend and I stayed at Secrets Tulum in April and had a rocky start to our vacation. We had paid extra for the upgraded preferred club Room. The Preferred club experience in the lounge during check in and out was the worst I had ever experienced at any resort. This is unfortunate as it is a luxury upgrade, and this is why I am only rating this resort a 3 star. The Service at the preferred Pool was the saving grace of the preferred club experience. Pros: Preferred Pool – Excellent service by Salvador, great food and drinks, quiet and always had beds available. Mexican Restaurant – it was unfortunate that we only discovered this restaurant on our last night as it was the best food at the resort. Outstanding Tacos and service! Cleanliness – The resort itself is beautiful and very clean Spa: Excellent service at the spa – we had booked our complimentary Hydro spa experience and due to the time change on our phone we had showed up 1 hour late. The reception at the spa didn’t make us feel bad and was still able to accommodate us. Cons: Concierge service – We had a concierge by the name of Fernando, and we never met him once. He texted us on WhatsApp a few times and called our room twice. We had texted him several times with no response from him. When we did speak with him he had asked what restaurant we were dinning at on our third night and said that he would like to arrange something special. He never followed up on this or provided anything. We had asked for Hangers to be delivered to our room on three separate occasions in which they were only delivered on the third request (on the second day). The day before checking out we were told that we would receive an email with information on our shuttle back to the airport.. we never received this or any information on how to arrange a shuttle properly when asked. Preferred Lounge Check In: Check in seemed to be a smooth and a quick process at first. Upon checking in we had asked the lady helping us by the name of Frida if available would it be possible to upgrade our room for no additional charge (sometimes Resorts and hotels will do this depending on availability – and this resort seemed empty). Our Booking agent had previously sent an email to the hotel asking prior to our arrival as well. We were told by Frida that they did receive that email and upon checking availability that a swim up room was available. They would upgrade us to this room AT NO EXTRA CHARGE. We were then told to come back in 1 hour to pick up our room key. It was very clear and there was no miscommunication. When we had returned and were taken to our room and discovered it was the original room we had booked (Garden view Preferred club). This was a beautiful room, and we had no issues with staying in the room we had booked but we were frustrated as we were promised something different. We headed back to the preferred lounge where Frida had already left for the day. We had explained the situation to the other girl at the desk who told us nothing was put in the system, and she would have a manger come up. The Manager Kevin came to speak with us and after explaining the situation he offered no apology for any confusion and said that was not available. When we questioned why we were told something and then not provided that, he insinuated that we lied about the situation. This was extremely upsetting as a customer that paid a lot to travel to this resort. We were never offered an apology, and he was very rude. It set a very bad tone for our vacation. As a manager, he should have tried to make the situation right, but he made no attempt. Even if he could not offer us an upgraded room he could have done something else to apologize for any inconvenience we were caused (could have been as simple as sending a cheap bottle of champagne to our room to make up for the “miscommunication”). We were not upset about the room but more so the way that the manager Kevin handled the situation and accused us of lying. We never heard from the manager Kevin for the rest of our trip. It would have been nice for him to check in and make sure everything else was going well. Check out – upon checking out we were never given any direction on the shuttle back to the airport (which would have been pre-set up). We had gone to the preferred lounge to ask for direction on where to find this info as we were provided nothing. We were told that we must ask the desk downstairs. We went to the desk and the Amstar employees were VERY helpful (even though our shuttle wasn’t through AMSTAR). They got us a phone number for WestJet/ NEXUS so that we could arrange a shuttle. We were then told the shuttle pick up was at 7am for a 1pm flight. We had to spend 2.5 hours of our last day trying to get shuttle information and re-arrange a pick up time. When we asked our concierge and preferred lounge about helping us they offered none. If we had not asked one of the AMSTAR employees what to do, we would not have had any shuttle info to get us back to the airport as concierge only told us we would receive an email ( We never did). This was so disappointing as this is a service they should be assisting guest on if needed and ensure we have all necessary info explained. This added a lot of stress and wasted time to our trip. Nothing was explained to us when we checked in or out. Overall the resort is beautiful, but the customer service provided by the preferred lounge and service manager was lackluster. It added a lot of confusion and stress to our trip, which we were trying to get away from.

  May 14, 2025
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  SCRETS TYME! MEMORABLE TYME!

  Truthfully, I decided to attend UVC's May VIP event, which was close to my birthday. What a tyme I had! From the check-in to the stay on the Resort, which is simply beautiful and Uniquely designed. The staff was friendly, attentive, and approachable! Helpful to the point, one staff member walked me to the venue's location. My Junior Suite Tropical View was breathtaking, with one of the many pools down below, and the open forest ahead. I was greeted with a slice of cake and bottle of bubbly! Thank You for your Thoughtfulness! ❤️ I frequented the Barefoot Grill and Coco Cafe for their tasty eats, libations, and lattes (Can't forget those Fluffy soft Sugar donuts) 😋 My birthday was spent at one of the pools, before heading to dinner at the Spectacular BlueWater Grill. I loved the restaurant's entire outdoor ambience: lighted tree branches, dreamcatchers.. And my dinner was delectable & plentiful from appetizer, main course, and dessert. Now, the Spa is my 'personal essential' whenever I travel... and the resorts Spa treatment did not disappoint. I left smiling and soooo relaxed (thank goodness, my suite was around the corner lol) Please, take advantage of the Hydro-Therapy (you won't be disappointed)... Overall, I had a Memorable and Exhilarating Birthday Tyme!! I'd like Thank the Entire Secrets Tulum staff that made it all possible.. (blame my memory, not my Heart... for I Appreciated Everyone's attentive assistance and time to chat with me) Thank You to Kevin (front desk); Marco; Mario; Eugenia (Hydrotherapist); Daniel; Jessica; Arturo Mucho Gracias to the UVC Staff for an Eventful VIP Tyme!!

  May 12, 2025
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  Vacation

  Great customer service,clean environment,friendly,food and drinks are good,needs more umbrellas on the pool,don’t have beach on the side but the hotel provides transport for the beach club every 30min ,they offer lunch on the beach club ,they have a night club too

  May 10, 2025
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  Great Unique Resort

  We had our wedding here, the resort overall has been my favorite all inclusive I've been too. it was a very different feel than most with the sand all around the resort. Some people found this inconvenient however I enjoyed it. The Beach Club being at a separate location was very cool, it made it feel like you were at two different resorts by either having a beach day where you can also walk around downtown Tulum or a pool day at the main resort.

  May 10, 2025