Secrets Tulum Resort & Beach Club

Wonderful experience from start to finish UVC does it right secrets is how Tulum should be experienced. From the moment we arrived till the moment we left, we were treated like royalty. The staff was exceptional. The food was incredible and just overall awonderful time highly recommend.

Transportation is right on time. Very respectful, responsible. I have always used there service and Trust . Keep up the good work.

Location: jungle with nothing around Atmosphere: nothing exciting going on Rooms: good design, bare minimum Cleanliness: towels ripped and stains, pools never cleaned, food prep disturbing Noise level: good no one was there Service: they will only do anything for you if you tip minimum $20 usd to each person you’re dealing with Amenities: nothing exciting bare minimum

Secrets Tulum is visually stunning and very quiet, with beautiful décor and nice pools—but unfortunately, the service completely overshadowed what could have been a great stay. Pros: The resort itself is beautiful. The design and décor are elegant, the pools are lovely, and the overall atmosphere is calm and relaxing. Cons: The service is terrible and consistently disappointing. We were there celebrating a friend’s birthday and had a reservation for 17 people at the Jasmine restaurant at 9:00 pm. We arrived at 9:20 pm, were seated, orders were partially taken, and appetizers were brought out—but we had no plates, no napkins, and only 5 people had water. After asking multiple times, plates and napkins were finally brought out. We ordered our main courses, which were served, and while we were eating, we waited for the waiter to return to refill water and ask about dessert. No one came. Eventually, we flagged down another staff member to ask for dessert, only to be told the restaurant and bar were closed. This was at 10:45 pm. It would have been nice—basic, even—to be informed that the kitchen was closing so we could order accordingly. A manager was called over and appeared visibly annoyed. We explained the situation, and instead of addressing it, he turned to the waiter and asked if he told us the kitchen was closing. The waiter said yes (which was absolutely not true), and the manager simply walked away. No apology. No resolution. Cleanliness was also an issue. On another visit to Portofino, just the two of us were dining, and the table next to us had spilled wine, food, and broken glass on the floor. The entire time we were there, no one cleaned it up—even with broken glass clearly visible. Earlier, when our full party of 17 went to Portofino, we were seated at two tables and watched a large cockroach roaming around the restaurant, which was the final straw. We went to restaurant called Grotto, and started ordering only for a Waiter to tell us we are ordering too much food. We tipped him some money and all of a sudden, he became the nicest guy. To make matters worse, there were occasional strong whiffs of raw sewage smell throughout the resort, which was both gross and difficult to ignore. Between the lack of service, poor management response, cleanliness issues, and unpleasant odors, this resort is absolutely not worth the price. I would not return and would not recommend Secrets Tulum to anyone, despite how pretty it looks on the surface.

My wife and I had a wonderful 12 night stay at Secrets Tulum made all the more enjoyable by the wonderful staff at this resort. Our Preferred Club room was very comfortable, clean and well stocked with everything we needed and we were regularly asked if there was anything else we required. The food was great, in every restaurant we ate in, and the wine, cocktails and beers were also very good and plentiful. The staff, however, made our stay even better than it would have been otherwise. Nothing was too much for them and they always greeted us cheerfully and with a broad, warm smile. Special mention must go to Luis, the concierge, who was superb at keeping us updated with all that was happening each day and helping us with anything we needed. Also, Timoteo, Martin, Ana, Alfredo, Christian, Eduardo and Edwin all deserve a special mention, each of whom looked after us at various restaurants and bars during our stay and treated us more as friends than just guests. They, in no small part, made our stay all the more special and enjoyable. We would definitely recommend this wonderful resort to anyone.