SECRETS TULUM RESORT & BEACH CLUB - Updated 2024 Prices & Reviews (Mexico)
Secrets Tulum Resort & Beach Club

Secrets Tulum Resort & Beach Club

Calle Itzimina Av. Kukulkan Esq, Tulum 77760 Mexico
Spacious Bathroom
Traveler (1034)
At the Beach club
Pool & Beach (15)
Room & Suite (12)

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About

4.0
#8 of 14 resorts in Tulum
Location
3.8
Cleanliness
4.4
Service
4.1
Value
3.6
Discover the allure of Tulum’s mystical jungle, powder white-sand beaches and sparkling turquoise sea. Secrets® Tulum Resort & Beach Club offers a picturesque, romantic adults-only retreat nestled in a lush green mangrove. With an exclusive beach club nearby, 300 unique suites and 1 luxury villa, the resort affords both jungle and beach accommodations with our signature Unlimited-Luxury® inclusions.
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Pool
Fitness Center with Gym / Workout Room
Bar / lounge
Spa
Concierge
Sun loungers / beach chairs
Outdoor pool
Fitness classes
Restaurant
Snack bar
Massage
Sun terrace
Sun umbrellas
24-hour front desk
Laundry service
Room features
Air conditioning
Housekeeping
Room service
Safe
Coffee / tea maker
Room types
Non-smoking rooms
Suites
Good to know
HOTEL CLASS
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
5.0 of 5 stars
HOTEL STYLE
Luxury
Languages Spoken
Spanish

Location

Calle Itzimina Av. Kukulkan Esq, Tulum 77760 Mexico
Name/address in local language
Getting there
Somewhat walkable
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travelers to find restaurants and things to do within walking distance.
Grade: 61 out of 100
61
Aerodromo de Playa Del Carmen
38.1 mi
See all flights
Cozumel Airport
40.4 mi
See all flights
578Reviews8Q+A72Room tips
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Detailed Reviews
trialsguy2013 wrote a review Nov 2023
Vancouver, Canada70 contributions47 helpful votes
3.0 of 5 bubbles
We are staying at Secrets Tulúm beach club
This resort just opened and has a lot of issues. Wifi is poor. Tv keeps freezing
Rooms smell like sewage hot water and ac has issues.
The staff are amazing Mike and Josias at the preferred club are amazing. So friendly and attentive
Mario at Olio is the best.
The beach or beach area is a half hour drive from the resort
The music is techno and too loud and annoying. No umbrellas at the beach. The beach area is small.
Kinley at the beach club was a terrible waitress forgetting our drinks and then giving a drink I sent back to another customer. Not a relaxing beach time.
The internet is in and out. Tv keeps freezing
Some rooms smelled of sewer we had to be moved.
All of the staff are amazing except for Kinley.
This resort needs a lot of work to finish it. There are only 2 restaurants open for dinner.
Seaside grill which is usually a favourite spot is at the beach and not open after 6 pm
There is so much building going on in the daytime it’s noisy.
We will not return to this resort
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Date of stay: November 2023Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Esveydi Fierro, Owner at Secrets Tulum Resort & Beach Club
Responded Nov 23, 2023
Dear guest, Thank you for sharing your detailed feedback about your recent stay at our resort. We appreciate your honest insights and apologize for the challenges you encountered during your visit. We are glad to hear that you found some of our staff members, including Mike, Josias, and Mario, to be exceptional in their service. However, we sincerely apologize for the inconveniences you faced during your stay. Your feedback is invaluable as we strive to address and rectify these issues promptly. Rest assured, we take your comments seriously, and appropriate measures will be taken to improve these aspects. Please know that your observations have been shared with the management team to ensure the best experience for our guests in the future. We understand your decision not to return, but we hope you might consider giving us another chance in the future to provide you with a more positive experience. Thank you for choosing us, and we appreciate your understanding. Sincerely, Esveydi Fierro eConcierge
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Charlewood wrote a review Dec 2023
1 contribution1 helpful vote
3.0 of 5 bubbles
We were very excited for the trip based on family members praising their experiences with other Secrets resort. Unfortunatly, our expectations were not met.
Travel from the aeroport is about 2 hours. Shuttle to the beach is about 20 minutes for 14 people at the time. So when it's raining, we have to wait a long time to come back to the resort.
Construction is not finished. When it's raining top floor is slippery.
We don't have a map and nothing is advertise so it took many days to find everyway to where we wanted to go.
Cleanliness in the bedroom could have been more : toilet seat was dirty when we first arrived, wood stains on floor and furniture that looks like blood stains, etc.
For something new, it looks like it was used : toilet and doors where broken in commun area.
Great concept but bad execution.

Although, we could had a better experience:
Food was pretty great!
The concept was beautiful.
Almost every staff were really great, tried to be helpfull, were smiling, etc.
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Review collected in partnership with Hyatt Hotels
Date of stay: December 2023
2.0 of 5 bubblesValue
3.0 of 5 bubblesRooms
3.0 of 5 bubblesLocation
3.0 of 5 bubblesCleanliness
4.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Esveydi Fierro, Owner at Secrets Tulum Resort & Beach Club
Responded Dec 29, 2023
Dear guest, Thank you for taking the time to share your feedback about your recent stay at our resort. We appreciate your honesty and regret that we did not meet your expectations. We sincerely apologize for any inconvenience you experienced during your stay. Your observations are noted, and we assure you that we will address these concerns promptly. On a positive note, we're delighted to hear that you found the food to be great and appreciated the unique concept of the resort. We're also grateful for your kind words about our staff, and we'll be sure to share your compliments with them. Your feedback is invaluable as we continuously work towards improving our services and facilities. We hope to have the opportunity to welcome you back in the future and provide you with an experience that exceeds your expectations. Best regards, Esveydi Fierro eConcierge
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Anne9PerthWa wrote a review Jan 2024
Perth, Australia523 contributions152 helpful votes
4.0 of 5 bubbles
Overall, a great stay but the resort has a long way to go yet. Lovely friendly staff in all outlets. BUT........ Firstly, it is not on the beach, the beach club is some 15 minutes away by shuttle bus provided by resort. Beach club is nice, but I found the service practically nonexistent, everyone was going up to the bar area themselves. Food available was quite good. Rooms in the resort were very comfortable, especially the swim out pool rooms. Apart from the Market Cafe which I though was 5 out of 5 for food and service, the other restaurants tended to be hit and miss with not all dishes good. Also, no wine lists available, only one label of Australian wine available in all restaurants. Main annoyance was lack of signage in hotel, it is a huge property on many levels, and we got lost constantly, even staff didn't know where certain restaurants were located! Also, the resort is an expensive taxi fare into the town center, and no shops at all located at the resort for small personal purchases, be aware. And the spa, as lovely as it is , it is very expensive, even to the point of asking for an additional USD$25 per person for a few drops of essential oils to be added to the massage oil!
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Date of stay: January 2024Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Esveydi Fierro, Owner at Secrets Tulum Resort & Beach Club
Responded Jan 17, 2024
Dear guest, Thank you for sharing your detailed feedback about your recent stay at Secrets Tulum Resort & Beach Club. We appreciate your compliments on our friendly staff and the comfort of our rooms. We sincerely apologize for any inconvenience you experienced during your stay. Your feedback is crucial to us as we continually work towards improving our services and facilities. We understand the importance of providing clear signage and will address this matter promptly. Regarding the beach club service and restaurant experiences, we will share your comments with our team to ensure we enhance the overall guest experience. Your input is valuable to us, and we hope to have the opportunity to welcome you back, addressing these concerns and exceeding your expectations. If you plan to return, please feel free to contact us directly, and we'll be happy to assist with any specific arrangements to enhance your stay. Thank you for choosing Secrets Tulum. Best regards, Esveydi Fierro eConcierge
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AntD wrote a review Nov 2023
Haywards Heath, United Kingdom1 contribution4 helpful votes
1.0 of 5 bubbles
When we booked months ago there was no mention that the resort wasn't open yet. When we got close to our stay there was no contact from the resort to tell us we wouldn't be getting what we were expecting and paying for.
We have had no hot water in the room for the entire stay. The air conditioning is unable to actually cool the room. The lowest temperature we managed was 24C. Bringing up the issues with reception multiple times achieves nothing.
On our first morning there was no water at all so we were unable to shower or flush the toilet. We went to make some coffee and realised we had no cups or glasses. There were also no bath robes in the room. All things you'd expect from a 5 star resort. We had days when bottles of water and coffee pods weren't replaced in the room and we'd have to request from reception.
The hotel is not finished and has a lot of building work going on. Even the "finished" rooms and areas are to a poor standard. We had paint on some of the fixings and one of the sinks has no cold water from the tap (although the "hot" is actually cold anyway).
There's a lot of upsell. The $200 of vouchers can only be used in very small amounts against crazy priced spa treatments and wines. Luckily we declined the trip to another resort where you get pitched their timeshare package. We heard some real horror stories about that experience from other guests.
The staff are very friendly but food and service quality is highly variable. We had some great experiences but also some very poor ones.
The beach club is good but the restaurants there are closed. There is a limited food menu though. It's also a 20 minute minibus ride.
The main pool is closed for several hours in the morning several times a week for cleaning.
My partner was given an email address to send our issues to but we've had no response. There's a real lack of customer service.
This was our first Secrets resort and will also be our last.
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Date of stay: November 2023
1.0 of 5 bubblesValue
4.0 of 5 bubblesLocation
3.0 of 5 bubblesService
Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Esveydi Fierro, Owner at Secrets Tulum Resort & Beach Club
Responded Nov 27, 2023
Dear guest, Thank you for sharing your detailed feedback about your experience at the resort. I apologize for the inconvenience you've faced during your stay. I also want to assure you that your comments were shared with the relevant team at the time we got receive your concerns. We regret that your stay did not meet expectations, and we appreciate your understanding as we work to improve our services. Every time we notice or our guests inform us about a problem, we do our best to try to give them the best possible solution and we are very sorry that it could not be resolved favorably. We have already considered your comments and will do what is necessary to improve. We thank you very much for your attention and we wish you an excellent day. Sincerely, Esveydi Fierro eConcierge
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Camper610708 wrote a review Dec 2023
1 contribution2 helpful votes
2.0 of 5 bubbles
If you are looking for a Secrets vacation as in past years, this resort will not meet your expectations other than the wonderful staff that work very hard to look after you.
Rooms:
Operational but very sparse for decor.
Shower temperature was lukewarm at best, even after requesting hotter temperatures.
Water was not available at times during our stay due to being shut off for Service.
No turndown service in our Preferred room
Room cleanup was never a set time so you could return from your day at the pool to a room that still needed service.
There is no closing door on the washroom/shower area so if someone ordered room service and the facilities were being used by your travelling partner, everyone walking in could see you in the shower. No privacy.
Food Service/Quality:
The resort no longer provides the wonderful restaurants that you would experience at the other resorts with the exception of: Coco Cafe, Barefoot Grill, Market Place. Even at these 3 food establishments, the selection of food items is poor and very cheaply provided.
Your 3 selections for dinner was: Olio, Jasmine and BlueWaters
Food was okay but quality was not as good as at the other Secrets resorts.
Bordeaux and Portofino at the other Secret hotels gave you an opportunity to want to get dressed up. At Secrets Tulum, they state "Smart Casual" but if you wore shorts,a muscle shirt and flip flops, you wouldn't be turned away.
Beach:
The beach area is not really walkable and the shuttle service to and from the beach is timely making a trip down there not worth it. You wait to get picked up at the hotel and you wait to get picked up for the return. The bus only holds 10-12 people so you do the math.
Staff:
The main factor that makes this resort enjoyable is the hard working staff. The unfortunate part of this is that the resort cannot break money at reception, there is no ATM on site so the staff unfortunately will go without tips. The only way to break money is to go off site and hope one of the few merchants outside will do that for you. The other option is a 400 pesos round trip into Tulum which is about a 10 minute ride total.
Overall:
Until the resort has worked out their day to day operations, I do not feel that it is worth the $$ or the time that it takes to get there. At the time of our visit, it is a 6 hour flight (not including airport waits) and a 2 hour drive in from Cancun.
Thank you Staff at Secrets Tulum for your kindness and your friendly service which made our vacation
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Review collected in partnership with Hyatt Hotels
Date of stay: December 2023
2.0 of 5 bubblesValue
3.0 of 5 bubblesRooms
2.0 of 5 bubblesLocation
3.0 of 5 bubblesCleanliness
4.0 of 5 bubblesService
3.0 of 5 bubblesSleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Esveydi Fierro, Owner at Secrets Tulum Resort & Beach Club
Responded Dec 19, 2023
Dear guest, Thank you for taking the time to share your detailed feedback about your recent stay with us. We sincerely appreciate your honest assessment, and we want to extend our gratitude for acknowledging the hard work of our dedicated staff. We regret to learn that your experience did not meet your expectations, and we genuinely apologize for any inconveniences you encountered during your stay. Your comments are invaluable to us, and we assure you that we are taking them seriously to address the areas that require improvement. We are sorry to hear about the issues you encountered in your room, including the shower temperature. We are actively working on rectifying these issues to ensure the comfort and satisfaction of our guests. Your feedback is instrumental in our ongoing efforts to enhance our day-to-day operations. We are committed to addressing these concerns promptly and effectively, and we hope to have the opportunity to welcome you back in the future to showcase the improvements we have made. Once again, thank you for your detailed feedback. We value your input, and we are dedicated to making the necessary changes to provide a positive and enjoyable experience for our guests. Sincerely, Esveydi Fierro eConcierge
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DJeffery1971 wrote a review Nov 2023
Worthing, United Kingdom153 contributions75 helpful votes
+1
2.0 of 5 bubbles
Well! Not sure where to start as my review will follow the tone and insight from previous reviews.
I will start with the positives and that’s the staff and service. Moises, Miguel, Jesus were excellent for our pool service, whether at the main pool or Sky Pool.
Also the Beach Club is a big plus, however, please note that it’s a good 20 minute shuttle drive away with no traffic. Traffic tends to be bad along the Tulum Beach stretch and we got stranded one afternoon when it rained and had to get a taxi back.
This hotel is far from being finished and I personally feel they have had to open to drive some revenue but this in itself has its issues as the extra upsells, such as spa treatments and drinks upgrades are at extortionate prices.
There is a smell of plaster and glue all around the complex as rooms are still being built and the noise of drilling and hammering can be heard well into the evening.
Our room at first glance was nice but then you notice the bare plaster and builders scribble on the walls and this is further compounded with the lack of hot water! Weirdly the toilets flush piping hot water whilst the showers run cold!!
There are 3 restaurants currently open, Olio, Jasmine and Bluewater Grill. You are not given any information when you check in regarding restaurants and facilities but you are asked to download the hotel app. The only issue is the map on the app does not work! You need a compass and a qualification in orienteering to find the Bluewater Grill but when you do it is well worth the visit and the food and ambience is great. (Take bug spray though as the mozzies will leave lots of bites on you).
My personal view is that this vast complex must have taken at least 4 years to build and is behind schedule, so a soft opening had to happen to cover losses and generate some revenue.
I’m upset as we enquired back in October before we left with concerns of the reviews we had read, only to be responded with assurances that the hotel was ready. IT IS NOT!! I shall be speaking with my agent and requesting a refund or credit note as we spent £5K on this holiday.
Hotel aside, Tulum is beautiful with a truly bohemian vibe and we have met some wonderful people. Adios!
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Date of stay: November 2023Trip type: Traveled as a couple
Room Tip: Avoid booking this hotel for at least 12 months
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Esveydi Fierro, Owner at Secrets Tulum Resort & Beach Club
Responded Nov 21, 2023
Dear guest, We sincerely appreciate you taking the time to share your detailed feedback about your recent stay with us. Your insights are invaluable, and I want to express my sincere apologies for the challenges you encountered during your visit. We are glad to hear that you found our staff, including Moises, Miguel, and Jesus, to be excellent in providing service. It's important to us that our guests feel well taken care of. Additionally, We appreciate your positive comments about the Beach Club, despite the rainy afternoon in which you had to return by cab. We want to sincerely apologize for the inconveniences you faced during your stay. Your concerns have been shared with our management team, and we are actively working on addressing these matters to ensure a better experience for all our guests. Regarding the information provided upon check-in and the challenges with the hotel app, we understand the frustration this may have caused. Rest assured, we are taking steps to improve communication and make necessary updates to enhance the overall guest experience. We completely understand your disappointment, and we want to assure you that your feedback is being taken seriously. Once again, I apologize for the impact this had on your experience, and I am committed to addressing your concerns promptly. Thank you for your understanding. Sincerely, Esveydi Fierro eConcierge
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Kristie T wrote a review Oct 2023
1 contribution4 helpful votes
2.0 of 5 bubbles
I want to start by saying the staff at this resort was amazing. With what they had to work with I started to feel sorry for them dealing with complaints everyday. Andres is the entertainment coordinator and did a superb job trying to keep fun activities going. We arrived on opening day thinking this resort would be dialed in. Bottom line, it just was not ready to open. The first room they checked us into was a swim out and the water was not full and what was in there was slimy and gross. So, they checked us into another room which did not have curtains, the shower did not drain, the roof in the bathroom was leaking, air conditioning and hot water issues. They only had 2 dinner restaurant options, one for breakfast and a coffee shop that was open 24/7. The upstairs pool was not complete. Looks like they were filling it the day we left. We had our elderly mothers with us and there were NO handrails on most of the steps. We complained and manager did his best to accomodate us. They were going to try to move us to a different Secrets location (much appreciated) however, they could not guarantee our mothers room would be in close proximity to us. We decided to stay and make the best of it. Positives; Food was pretty good at the dinner locations for an all inclusive. Staff was really amazing, resort was beautifully designed. It will be a more relaxed location, not much to do at night. It will be a nice place to visit when its finished. Also, I really thought this was on the beach, as it is advertised as a "Beach Club". They do have a shuttle to take you to a beach club about a ten minute drive away.
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Review collected in partnership with Hyatt Hotels
Date of stay: October 2023
1.0 of 5 bubblesValue
4.0 of 5 bubblesRooms
3.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Esveydi Fierro, Owner at Secrets Tulum Resort & Beach Club
Responded Oct 26, 2023
Dear Kristie, Thank you for taking the time to share your feedback about your recent stay at our resort. We appreciate your kind words about our staff, we are very proud of them, the entertainment team is amazing, as you saw, they love what they do, and this provides the resort a nice touch of happiness. In the other hand, we would like to apologize for any disappointment you experienced regarding your stay. We regret that we fell short of your expectations. We want to assure you that we take all your comments seriously and are actively working on addressing the situation with the involved areas to avoid future recurrences. We genuinely appreciate your feedback and will utilize it to make necessary improvements. We would be grateful for another opportunity to serve you and provide you with the exceptional experience we strive to deliver. Thank you once again for sharing your thoughts, and we hope to have the chance to welcome you back in the future. Warm regards, Esveydi Fierro eConcierge
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AMMAR S wrote a review Mar 2024
1 contribution2 helpful votes
1.0 of 5 bubbles
Service was awful. Our business group had selected this resort just because of the availability of 2 beds. Upon arrival a single bed was offered and had to wait an additional day to get moved to the room which we had originally selected.

The cleaning and restocking of towels never happened. I would request an iron, that would get delayed by 5 to 6 hours and some days they would say they will bring it right
away but never deliver it to the room.

Food was not good either, very limited options and had no mexican food offering.
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Date of stay: March 2024
1.0 of 5 bubblesValue
1.0 of 5 bubblesLocation
1.0 of 5 bubblesService
Trip type: Traveled on business
Room Tip: Would not recommend!
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Esveydi Fierro, Owner at Secrets Tulum Resort & Beach Club
Responded Mar 12, 2024
Dear guest, Thank you for sharing with us your experience at our resort. We apologize for the unsatisfactory experience you encountered during your stay with us. It's disheartening to hear that we failed to meet your expectations. Your feedback is crucial in helping us identify areas for improvement, and I assure you that we take your comments seriously. We appreciate you bringing these issues to our attention, and we will work diligently to address them and enhance the overall guest experience. We hope to have the opportunity to welcome you back in the future for a stellar experience. Sincerely, Esveydi Fierro eConcierge
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China-ann wrote a review May 3
Derbyshire, United Kingdom143 contributions94 helpful votes
1.0 of 5 bubbles
You enjoy chasing housekeeping daily and are not bothered about turn down service.
You love stealing items from other tables in the buffet restaurant as there is insufficient crockery, cutlery, cruet sets etc.
You don't enjoy a glass of wine with lunch as only water or the occasional soft drinks are provided in the buffet at lunch time. If you are audacious enough to request a glass of wine it will either never arrive or arrive halfway through dessert.
You like your drinks served in anything available, e.g. brandy served in shot glasses or paper cups.
You only enjoy the tiniest measures of wine or any drink other than tequila or cheap rum.
You enjoy your bloody Mary in the morning without vodka.
You don't ever watch TV as the signal in the room is dire and breaks up every two minutes.
You appreciate below par food and especially steaks at Bluewater Grill which would prove a challenge even to jaws, (Either the shark or the Bond character, the result would be the same.)
You don't need pool service other than very occasionally.
You love grossly understaffed hotels.
You don't want a welcome drink upon arrival/check in.
You like looking at empty or almost empty spirit bottles being the bar which are not replaced. (They ran out of brandy four days before we left and it never reappeared.)
I think it is worth noting that we are far from raging alcoholics. When on holiday we just enjoy a Bloody Mary at breakfast time, a coffee and brandy late morning, a glass of wine with lunch, a couple of glasses of wine with dinner followed by a coffee and brandy. Mostly soft drinks otherwise.
Finally, you will love this hotel if you love paying 5* prices for 3* at best service, food and drink.

If you don't enjoy the above then give this property a very wide berth.
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Date of stay: April 2024
1.0 of 5 bubblesValue
4.0 of 5 bubblesRooms
3.0 of 5 bubblesLocation
3.0 of 5 bubblesCleanliness
1.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
Trip type: Traveled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Esveydi Fierro, Owner at Secrets Tulum Resort & Beach Club
Responded 2 weeks ago
Dear valued guest, Thank you for sharing your feedback with us. We apologize for any inconveniences or shortcomings you experienced during your stay. Your comments are noted, and we will certainly address them with our team to ensure improvements are made. We strive to provide a high level of service and amenities to all our guests, and we regret that we fell short of your expectations on this occasion. Your feedback is valuable to us as it helps us identify areas where we can enhance the guest experience. We appreciate your patronage and hope to have the opportunity to welcome you back in the future for a stellar experience. Sincerely, Esveydi Fierro eConcierge
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Nicolette N wrote a review Mar 2024
1 contribution1 helpful vote
2.0 of 5 bubbles
We are currently at the resort with 2 other couples. We tried so hard to come in with an open mind despite the mixed reviews but there are definitely some major issues we cannot overlook.

Last night my friend was locked in her room like the door handle wouldn’t turn or budge. Her husband was outside scanning his key card but the door handle was not moving at all. It’s legitimately a safety hazard if there was an emergency or fire because my friend was trapped inside. Staff did not take the issue that seriously and said to just wait and they would address it in the morning.

The light switch in their room fell out of the socket. Because the switch has buttons they have to press it a specific way otherwise it will just fall out.

Before this incident we thought the resort was a 6/10 in terms of 5 star all inclusives. Between our friend group we’ve been to over 15, some being secrets resorts and this did not live up to the secrets name. We were willing to overlook the below issues but after the above happened last night we can’t justify it at all.

Dinner at blue water grill we waited over 1.5 hr to be served. We were sat down and told our waiter our friends were coming a bit late and he just ignored us the rest of the night even though we told him we wanted to order without them. He wouldn’t give us the time of day until our friends came and we had to flag him down 3 times before he came over. He legitimately made eye contact with me, walked right by our table, and serviced every other table in his section but us. Two of our friends ordered steaks medium and they actually came out raw. Like they tried to even eat some of it vs sending it back because we waited so long for our food and both guys were chewing their steaks for 45 seconds before having to spit it out.

The hotel is understaffed for sure. Service at the restaurants are slow and at the beach club, our waiter was straight up rude to us. He said they were understaffed and only 2 waiters to service the whole restaurant and we said that is totally fine. He was snapping at me for asking to order items off the menu saying that’s not something they serve when it was actually on the menu.

At the sports bar there’s water leaking from the ceiling onto the couch and splashing people who sit within 3 feet of the leak. It’s not sectioned off, it hasn’t been fixed, and it contributes to the musty smell of the sports bar because there’s no ventilation.

The one consistently good thing is the preferred club restaurant and bar. The service there is good and the workers are fantastic, especially the bartender. Outside of that though, everything has been a let down in terms of service and quality of food. Entertainment team is great but they are stretched thin.

Overall we can confidently say we won’t be back. This resort was built poorly, their staff is spread thin, and the quality of food was not anywhere near what you would expect from a 5 star resort. One couple has never been to AI so I was so excited to have them try one out. I’m actually embarrassed that their first experience was here because I’m afraid we’ve turned them off from AI resorts entirely.
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Date of stay: March 2024Trip type: Traveled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Esveydi Fierro, Owner at Secrets Tulum Resort & Beach Club
Responded Apr 2, 2024
Dear guest, Let us apologize for not exceeding your expectations in some aspects of your stay with us. We're sorry to hear about your disappointing experience at our resort. Your feedback is truly valuable to us, and we appreciate you taking the time to share your concerns. Rest assured that we take safety and service quality seriously, and I will ensure that your feedback is shared with the management team for immediate attention and improvement. We apologize for falling short of your expectations and for any inconvenience caused during your stay. We hope to have the opportunity to welcome you back in the future to provide you with a stellar experience. Sincerely, Esveydi Fierro eConcierge
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Answer from Heather P
Mooresville 9 contributions3 helpful votes
Preferred is only for breakfast. Dinner was open to everyone and it was a beautiful setting.
Answer from David T
Nope, it is all the same and the resort is still not finished. Secrets Akumal is superior.
Answer from edwardguerrero1972
Madera, California2 contributions2 helpful votes
This secret’s Tulum is not a the same level like the others secret’s
Answer from Kathrine B
1 contribution2 helpful votes
We did not pay for any of the bed loungers. It’s first come first serve. The beach is 10 minutes away with a shuttle every 30 minutes. The beach club is absolutely gorgeous.
Jill P wrote a tip May 20
Lexington, Kentucky37 contributions13 helpful votes
5.0 of 5 bubbles
"Use the app for a map, hours, and events!"
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Stan wrote a tip May 17
Brentwood, United Kingdom3 contributions
5.0 of 5 bubbles
"Check out the app properly, it’s not spoken about enough!"
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Meggie wrote a tip May 15
Washington DC, District of Columbia1 contribution3 helpful votes
4.0 of 5 bubbles
"The beach club is definitely worth the short shuttle ride. Gorgeous setting and so relaxing! "
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jakec wrote a tip May 15
8 contributions15 helpful votes
3.0 of 5 bubbles
"Make sure you forget nothing (toothbrush, OTC meds, feminine hygiene products because they don't sell anything on property. Watch out for the time shares sales peopl"
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Brian H wrote a tip May 14
2 contributions
1.0 of 5 bubbles
"Not worth the price. Stay at Secrets Akumal or Maroma instead. "
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Not the right property for you?
There are more places to choose from in the Tulum area.
PRICE RANGE
$415 - $588 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaTulum
NUMBER OF ROOMS
301
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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SECRETS TULUM RESORT & BEACH CLUB - Updated 2024

Frequently Asked Questions about Secrets Tulum Resort & Beach Club
Which popular attractions are close to Secrets Tulum Resort & Beach Club?
Nearby attractions include Hunab Lifestyle Center (0.5 miles), BodyPaint In Tulum (0.09 miles), and Fresh Market (0.1 miles).
What are some of the property amenities at Secrets Tulum Resort & Beach Club?
Some of the more popular amenities offered include free wifi, a pool, and an on-site restaurant.
What food & drink options are available at Secrets Tulum Resort & Beach Club?
Guests can enjoy an on-site restaurant and a lounge during their stay.
Is parking available at Secrets Tulum Resort & Beach Club?
Yes, free parking is available to guests.
What are some restaurants close to Secrets Tulum Resort & Beach Club?
Conveniently located restaurants include Fit-a-licious, Kokoro Tulum, and Copal Gastro Bar.
Are there opportunities to exercise at Secrets Tulum Resort & Beach Club?
Yes, guests have access to a pool, a fitness center, and fitness classes during their stay.
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