At first this hotel seemed to be awesome. The food was great and the service was good. So I thought!! Going into checking out of our hotel We ran into some major issues which they lied and kept from us Knowing that we were in a time crunch because our hotel transfer that was picking us up to take us back to the airport was outside, and the driver was threatening to leave us. I booked a massage and canceled 24 hours prior. Their cancellation policy strictly states on the website that we have up to (4)!!!! hours to cancel or if we don’t cancel we will be charged a 50% fee of what the total cost of the massage is. I was even willing to pay 50% because of the lack of communication. We were unable to notify the spa that we wanted to cancel Because when we booked an excursion to take us to the island of Isla Mujeres The spa was closed ! We booked the excursion at 6:30 PM and the excursion pick up time was at 5:30 AM the following day an all day event .. An employee told us that they would contact the spa and cancel on our behalf due to the circumstances ( how else would we be able to cancel)!? ..the hotel claims no one canceled and we no-showed(of course they would take advantage of us tourists!) therefore, when we were checking out, they told us that we owed $500 which was absurd and crazy.. ( massage was 300$ and 200$ was for something else that there was not an issue about… but we ended up paying for it and telling them we will never return because they kept these policies from

The property was beautiful and very clean.

The resort is beautiful. The staff is absolutely amazing. There's not many food options for guests who do not eat pork. The beach club was seaweed infested and the pools there were not clean, but the staff was very accommodating and professional. There's also no daytime poolside entertainment at any of the pools. Definitely need to do better adding some fun to luxury.

Excellent hotel. Beautiful rooms, fantastic staff and service. Not too busy, felt like a private resort. Staff was attentive, drinks and food of a much higher quality. Lovely spa too. Only comment is that the gym is too warm and the AC wasn’t strong enough there. Made it difficult to use.

Yes

Great place but if you looking for night life they are still new and working on getting clientele up it’s not that kind of vibe

I like the property but they charge me $200 US dollars for my laundry which is horrible otherwise i love my staying

The only issue i didn’t like about this property was that there not contracted with some of my Mexican favorite beers . Like Modelo, Corona, Pacifico, while on vacation I don’t want to sip on tecate light , Dos Equis, or SOL. “ I want the good stuff”

La mejor atencion recibida en un resort!

…

Beautiful place would go again !

Good place but not the best

The location is good

Great stay with beautiful view and very responsive staff.

Our experience at Secrets Tulum was wonderful in terms of customer service, with the buildings and surroundings being both beautiful and impeccably maintained. The club pool area was a highlight, and everything was cleaned daily. There are numerous spots around the property that ensure it never feels overcrowded. However, it may not be the ideal choice for couples seeking a quiet, peaceful getaway. In our opinion, the atmosphere at Secrets Tulum was more akin to larger resorts like RIU, with loud parties and high-energy crowds throughout the day and late into the night. If you’re looking for a more refined, serene hotel experience, we would recommend exploring other options.

I would love to can you have somebody give me a call? All the wording doesn’t fit in this box

Staff was great

Great experience

The majority of the food was delicious. The aesthetics of this place is beautiful. I love how everyone is so attentive and helpful. Secrets Tulum was overall a great experience. Very relaxing and peaceful resort.

The resort was beautiful! The staff were excellent making sure I had everything I needed. Will definitely return!!