Secrets Tulum Resort & Beach Club

I would have loved to give this visit a 4 1/2, but it isn’t possible. We stayed 5 nights at Casa Zamna, and 2 nights at the main property. It was relaxing, all the scenery was beautiful, the weather outstanding, and the rooms spacious and welcoming. We received outstanding service from Carolina at Rosewater Cafe every morning/afternoon, and what a view from the terrace! Early access to the preferred section at the beach club, where Rafael looked after us, and another young man who we missed his name, he “policed” the section, but made sure we had a towel and umbrella every visit. It was nice seeing the same guests each day, and getting to know some of our “club” of Casa Zamna people. Yes, there was sargassum. Yes, we had a “hiccup” with our room, which was of no fault of the resort. Each “opportunity “ was addressed and the management was gracious and went over the top to make sure we were taken care of, and we were truly grateful. Some final thoughts: - shuttle to main resort was easy and felt like a little “adventure “, seeing some of the hotel zone, and outlying areas, dinner enjoyable at other restaurants, Jasmine and BlueWater were favorites - service was 8/10, mainly because of inconsistency, lunch at Seaside Grille for instance, not very welcoming, not very friendly, tables not cleared quickly, no follow up, if you needed another drink, or something with your order, out of luck! Rose water for breakfast and lunch, great ( mainly due to Carolina) but evening, no ambiance, only 2 or 3 tables, but server not attentive, not engaging. One evening bartender “ on point” with cocktail, next evening, a new bartender and no clue on how to make the same. Of our other experiences with Secrets, this seems to be a training or turnover issue common to other reviewers as well. Did it change our experience? We still had the best time, but it is the difference between the 4 and 5 star rating. - some advice to management: create some kind of bar/lounge, when waiting for the shuttle in the evening, there is absolutely no atmosphere. No real place to gather and talk and share a cocktail when dressed for dinner. The Rosewater cafe at night is sad. Like one big cafeteria. Move in some couches to the front of the room with some lamps and side tables, play some upbeat background music, have the server offer cocktails and snacks… these are the basics at many of the other resorts you compete with, and the restaurant might get more action as well. Lastly a big thank you Mr. Fernando Mena (hope I spelled his name correctly) for his professionalism and genuine care. We had a beautiful time.

We just returned from my daughters wedding held on the beach at the Secrets Beach Club, Tulum (Hyatt) on Sat 3/14/26. We stayed the week prior, starting at the Main Secrets Resort and then moved to the five bedroom luxury villa, Casa Zamna at the Beach Club on Wed. with 10 guests. The four level villa included the services of the amazing house concierge, Nino, who was undoubtedly our ambassador to ease, comfort, food, coordination, phone interpreter, you name it, he gets it done. Five-star service and easy communication and conversation. A number of additional guests stayed at the adjoining Beach Club and the remainder of the 105 total guests stayed at the Main Resort. There are shuttles that run for the guests between the main resort and the Beach Club (~15min commute) and we had to arrange some additional transportation to move the mass of people for the (off resort) Rehearsal Dinner and the Wedding itself. Rarely, is there NOT a list of complaints when staying somewhere for an extended period of time. Without writing a novel, it's hard to even explain how happy and impressed everyone was with the resort, the accommodations and beyond all else, the level of service everyone received throughout the stay. What is inherently a stressful event, the staff handled with professionalism and efficiency. Everyone that we dealt with from the shuttle drivers to the wedding planners were top notch, attentive, understanding and on top of their game. The main resort itself is super unique and has a lot to offer, I won't go into all the pools, restaurants and bars (see their website), other than to say that everything exceeded expectations. [A quick shout out to our travel agent who recommended Secrets and then, behind the scenes, coordinated her ass off for all of the rooms in the room block, all the various guest transportation for multiple days transport from Cancun and Tulum airports to both hotel locations and all the other transportation and other logistics. What a job! You need help?, contact Mary Beletic Wade +1 240.393.2343] My wife (who ain't so easy to please...!) said this in a thank you note to Gabriela, the Weddings Manager: "We did not have ONE bad experience at your hotel. The wonderful people in the spa could not have been more accommodating and lovely. Samanta, in particular was our point person and she was all over every request we had without missing a beat. Our wedding planner Jennifer, was the best of the best. I loved how she stayed so calm while trying to wrangle our rowdy, enthusiastic and inattentive group. Nino in the Villa, was an all-star, we would have given anything if we could have him move to the US with us as a friend. He became family and we will love him forever. It was the best experience we could have possibly had! A+++. And we are so grateful for all the hard work Mary (travel agent in MD) did to make this beautiful experience happen. Our guests were so impressed with the hotel and the staff. Everyone had the BEST experience, so thank you all so, so much for everything you did to make sure our daughter and new son in law had the wedding of their dreams!!"

Very Disappointing Experience – Do Not Book Our stay at Secrets Tulum was extremely disappointing and nothing like what is advertised online. From the moment we arrived, the service and overall experience fell far below expectations. First, we were not greeted with welcome drinks, which is pretty standard for resorts in this price range. The problems only continued from there. At night, we were literally walking over roaches in the hallways, which was shocking and completely unacceptable for a resort that claims to be luxury. The restaurants were a major disappointment. They appeared to run on a rotating schedule, with the same staff covering multiple restaurants and bars, which meant several options were closed at any given time. This left us with very limited dining choices, which is unacceptable for an all-inclusive resort. To make matters worse, I was charged for a bottle of wine that I never consented to purchasing, which felt very dishonest. Our butler/concierge did not meet us until the next day, even though they are supposed to greet you upon arrival and explain important things like how to order room service, how the resort works, etc. Because of this, we spent our first day completely confused about basic amenities. The resort itself was not appealing in person and did not match the photos shown online. The property appeared much more attractive in marketing images than it does in reality. Our room did not feel properly cleaned upon arrival—counters were not wiped down and had visible cup stains. Additionally, there were cracked walls and peeling paint in our swim-out suite. We also experienced multiple instances where staff would enter or attempt to enter the room after a single knock, which felt intrusive and unprofessional. The pools were another disappointment — the water depth was only about 3 feet, which made them feel more like shallow wading pools. There are also no hot tubs or relaxing spa-style pools to enjoy except if you booked the spa area Lastly, All sand-covered areas, including those around the pools and game spaces, were infested with ants, which made it impossible to comfortably relax. Overall, this resort did not live up to the luxury experience it advertises. Between the insects, limited food options, unexpected charges, poor concierge service, and misleading photos, I would not recommend booking Secrets Tulum

Below is what i shared with the resort, but other than that the resort is not what you would expect for the price. Secrets Moxche is a ton better all around. If you do end up doing this resort I do recomment the prefered club as that helped our stay. We hung out at the Grotto as they had the best drinks and food out of all the resteraunts. I had multiple issues during my stay, but the one that stuck with me the most was the fact that the day we arrived we had a small leak in the bathroom (Coming from the ceiling above) I called maintenance and they came in and "Fixed the leak" that day. I figured that things happen and as long as it was fixed we would be fine. They were unable to tell me what the water was, Since I assume the room layouts are the same I was very much hoping that it wasn't sewage water leaking into our room. We went to bad that night and I woke up around 4AM to use the restroom and with the lights out I walked towards the bathroom and then immediately felt my feet wet. The ceiling leak had completely soaked the floor and had spread out of the bathroom into our hallway. Our sandals and shoes were soaked. I utilized the app to request service, as well as calling the front desk. After multiple requests we finally had someone show up. After that it was multiple people coming in and out, and then they said it was fixed, but it continued to leak for another couple hours. I had asked if it was possible to move rooms and never got a response. Trip advisor wont let me add videos so just the one photo of them "fixing" the bathroom the first time.

Excellent service and a beautiful property. If you're the type of person who wants to claim a beach chair at 8 am, this probably isn't the right place for you since the first shuttle isn't until 930am. We liked that it was located in good proximity for the beach strip as well as Tulum Centro. Our rooms were beautiful and you can tell this is a new and well cared for property.