Experience a lush and mystic jungle with a luxurious ambiance at Secrets Tulum, an adults-only haven featuring nature-inspired elegant designs by award winning architect Michael Edmonds. Perfectly situated in the heart of historical Tulum within the Luxury Aldea Zama Complex, both jungle and beach club locations, with exclusive beach access nearby the resort surroundings will astound its guests as they embrace every element, while the nearby city of Tulum fuels exploration to ancient Mayan sites and, just a short shuttle away, the Secrets Tulum Beach Club provides lively atmosphere.
This rejuvenating escape offers a truly immersive experience with 300 elegant Junior suites and a Secrets Villa at the beach club, cenote style pools connected by a lazy river surrounded by white sand and jungle endemic vegetation, wood decks, and an exclusive rooftop lounge with pool, swim up bar and fire pits.
Guests enjoy Unlimited-Luxury®, where everything is included – from limitless gourmet dining and top-shelf spirits to exciting live entertainment. Or they can spend a night out at a neighboring property with the Sip, Savor & See dining experience, relax by one of the sparkling pools, join in on one of the many of daily activities offered or indulge in a rejuvenating treatment at the world-class Secrets Spa.
Location
TulumProperty Information
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Resort Details
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Resort Fee – (Leave Resort Fee information if travel is still current.)
Disclaimer : *The hotel doesn’t provide rollaway beds.*
Customer Ratings & Reviews
TripAdvisor Traveler Rating
959 reviews
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Dec 29, 2024SAVE YOUR MONEY - This is NOT a luxury resort!
Money grabbers, scammers, masters of illusion. Our stay at Secrets Tulum Resort by Hyatt was beyond disappointing. This resort advertises itself as a 5-star luxury destination, but the reality is a facade of mediocrity paired with shameless money-grabbing policies, unacceptable service and nonexistent entertainment. Do yourself a favor and stay far away! Upon arrival, exhausted and hungry after traveling for over 24 hours, we were greeted not with the comfort we expected but with blatant deceit. Instead of being taken to our room, we were subjected to a harsh sales pitch. The reception staff lied to our faces, claiming we would be taken to our rooms only to be passed down to a hotel staff “kindly” offering us $200 USD in coupons for the resort’s overpriced services, despite being an “all inclusive resort”—on the condition that we attended a “2-hr lunch or dinner” at another resort. This turned out to be an aggressive timeshare session, as forewarned by other reviews which takes over 4 hrs unable to return to your resort until the sales pitch is done. Even after declining, they continued to harass us with phone calls, including on Christmas Day, pushing us to take part in this sham. The room conditions were unacceptable for a self-proclaimed 5-star “luxury” hotel. A disgusting sewage smell emanated from the drains, permeating the entire room. The air conditioning was inconsistent, leaving us sweating through multiple nights. The hotel lacks any meaningful entertainment. Just shear boredom. The resort’s circular layout is extremely confusing, designed like a maze with no proper signage or maps to help guests navigate the grounds. The most insulting part of our stay came when we unfortunately became ill and had vomiting incident on the duvet cover. A “luxury” resort should be equipped to deal with incidents of this sort. Yet, instead of attempting to clean it, the resort immediately tried to charge us $150, claiming the bedding was unusable and needed to be discarded. Their response to this situation was purely money-driven. After some time, the cost magically dropped to $100 USD, but the entire process felt exploitative and greedy. Any decent hotel should be prepared to handle without trying to profit off their guests. The resort is a complete money grab. Bali beds at the beach club cost over $100 USD per day, lobster at one of the restaurants is priced at $80 USD, and the drinks are watered down with bars closing at 11 pm. Even worse, the food service was abysmal. We waited 45 minutes every day just to be seated at one of their three restaurants. On Christmas Eve, we waited over an hour to be seated at 8:45 PM, and our food didn’t arrive until 10:50 PM. The pools were freezing and impossible to enjoy, and the property is riddled with mosquitoes and ants due to its jungle location, making relaxation difficult. The only redeeming aspect of this resort was the hardworking staff. Despite being overworked, they always greeted us with kind smiles and tried their best to make our stay pleasant. Unfortunately, their efforts were overshadowed by the resort’s greedy management, whose sole priority seems to be squeezing as much money as possible from their guests while providing subpar services under the guise of “luxury”. Secrets Tulum by Hyatt is a scam masquerading as luxury. The interior design may be beautiful, but don’t be fooled—this is an overpriced, poorly managed operation that will leave you bored, frustrated, and ripped off. This resort is all about appearances, with no substance to back up their promises. Save your money and go elsewhere for a true luxury experience. If you value your time, money, and peace of mind, avoid this resort at all costs!
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Dec 28, 2024Secrets Tulum a Gem
Secrets Tulum is the only resort that I visited that left the best impression on me. You are treated like royalty once you arrive and throughout your stay. The resort is astounding, clean, interactive and beautiful. The restaurants here are amazing. Me and my wife truly enjoyed our stay here and wanted to live at this resort lol.
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Dec 28, 2024Generally poor, but ever so marginally better than I expected
I'm staying here right now, I've got a couple of days left but I'm ready to be out of this place. I didn't expect to be giving it even two stars after watching TripAdvisor reviews like a hawk for weeks before I got here and growing increasingly more concerned but there are one or two good points. **The good:** - Rooms are spacious and in good repair - there was some wow factor walking into the room - There's an ingenious hatch system so staff can deliver things to you without entering rooms, or pickup dirty trays - App-based requests like laundry and pillows are fulfilled really quickly and are excellent - Plentiful taxis available from the Bell Boys at reception - Unusually for Mexico, you can flush paper down the toilet here, an unexpected luxury - Built in TV Chromecast is nice - I dropped a credit card through a crack in the boarding in reception and Isai from maintenance helped me retrieve it, that was really nice. Almost made this a 3* review. **That's kind of it for the good, which leads to the bad:** - Food is universally bland and unimpressive, we've tried all the restaurants and are planning to eat out on our last night because we can't face it again. - Service around the pools and at the beach club is practically non existent, you'll be lucky to see one person every 2 hours and be craning your neck to try and catch someone's eye. - There's no Mexican restaurant! - The shuttles to the beach club are hell on earth (writing this as I sit in an overflow-van hotbox where I've been waiting for 20 minutes past the schedule). They should just offer free taxis instead. - The concierge chat in the app looks to be permanently disabled which means you have to be in the room to phone them if you need anything, like more water delivered. They're good when you phone them though. - Concierge pre arrival communication is terrible. It took me almost two weeks of emailing people initially just to get a concierge to respond to standard pre arrival questions that they should have a web page FAQ setup to answer. - Unless you're through the door in the first hour there's almost certainly a queue for dinner even with all restaurants open - I feel terrible environmentally for staying here. Water bottles in rooms are all small and plastic, instead of reusable. Condiments at restaurants are individual packets and they're still using plastic straws. I feel like I've played an outsized role in destroying the planet on this trip. A filtered water station to top up my own bottle on each floor would really help here. - Staff leave fire exits open showing the ugly staff only areas of the hotel which spoils the vibe a bit - Not being in the Preferred Club makes you feel like a second class citizen. Even to the point where the beach club loungers are extra uncomfortable. - WiFi is barely fast enough for standard streaming (~200kb/s at best) resort wide and doesn't cover the full beach club. - As reported by other reviewers the sand throughout the resorts pools is a weird decision and it really does get everywhere - it's hard to escape from various loud activities that happen around the resort at all times of day, unless you're in the preferred pool of course. - The rooms are designed with a bizarre lack of privacy, all in big circles. I think the jungle view room we have might be one of the most private. Baths are on the terrace though, which is a cool design twist until you realise 10+ rooms can see you getting in. So you have to bathe in swimwear. - Shower pressure is weak - Menus at multiple restaurants are covered in typos and need a simple spelling review - The roof of the mens toilets in the Edgewater pool was cracked/plaster torn and leaking the other day with no clean up or warning signs. - The resort is remarkably paper based, I must get asked my room number ten times a day then looked up on a giant printed sheet of guests personal data to confirm my name. It also adds time to things like being seated. **The average:** - Drinks, to be fair, are what you'd normally expect from an all inclusive, sugary premix cocktails, including frozen options and two varieties of Hardy's wine. - Small queues at check-in and the room wasn't ready early, overall minimal trauma. - Housekeeping is at weird times of day, sometimes not until 3 or 4pm At least no one's tried to sell me a timeshare yet. There's a foam party tonight right outside my room and I'm dreading it, the bellboy warned me that it'd be noisy when I checked in. If you pick just one thing to fix: Concierge live chat would make a huge difference. We stayed at two other resorts in Tulum and WhatsApp Concierge was extremely convenient.
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Dec 28, 2024
Loved our stay
We absolutely loved our stay at this resort. I did a lot of price comparison/resort searching prior to booking and I have to say- after being there- I think a lot of people who give this place negative reviews are crazy. This resort was amazing, the food was great, the staff and service were excellent. I would definitely go back here again. My boyfriend and I tend to be more chill travelers (go with the flow, don't get too worked up about anything) and we were very pleased with our stay. I think anytime someone is traveling to a foreign country, especially one with somewhat of an island mentality (things might not run on time, there may be hiccups in your plans, the culture is more relaxed) there are just certain things you have to get over. If you are someone who cannot tolerate waiting an extra 10 minutes for your menu or for dining service, or for your order to get messed up sometimes, maybe just don't travel to the Caribbean or at all? Clearly I am saying this because I saw a lot of (ahem boomers) get worked up about dumb stuff and it was ridiculous. As far as the resort goes: PROS: We wound up going to the beach almost every day. the shuttle was super easy, and it was actually really cool to see a little bit of the surrounding area. the beach was absolutely amazing. one of the true highlights of the trip, and the beach club was great. the activities at the resort as well as the beach club were SO MUCH FUN. I was really surprised that the staff could get a bunch of adults just looking to drink and lounge to participate as much as they did. They work really hard and they are so appreciated. I truly loved the bike tour activity offered at the resort. It was so cool to actually bike through town. I thought the food was amazing. I am pescatarian and LOVED the Jasmine restaurant. My boyfriend loved the steak at the Bluewater grill. The Bluewater grill definitely had the best atmosphere as it was outside and tucked into trees. Our room was amazing, housekeeping every day, loved the tub on the patio. Again, the activities were so FUN. They had a Vegas night with pretty crazy prizes. The activities staff are truly amazing. Not being around kids was amazing. Cons: I am a light sleeper. The doors leading to the outside do let some sound in when people are walking directly outside of them. I combatted this by putting beach towels down in front of them. We did not hear excess noise from the pool our porch overlooked or from neighboring rooms. portion sizes for room service meals were kind of small, but you can always order extras! :) I wish there was a way to track your room service order from the Hyatt App. the App was pretty basic. Just want to give a shoutout to Sophia, who was so much fun on the bike tour and poker night! One of the best activities leaders ever! Also loved Jhonny's activities with the bracelet making and he was so great at getting people involved in beach volleyball. Jezreel made amazing espressos in the morning. Aldo was a great activities director who put on such a fun Vegas night on Christmas! Lorena was so much fun on the bike tour and also super informative to local stories! Adela had the best trivia questions and was so interactive with the customers! Everyone was so much fun!
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Dec 26, 2024
Unbelievably Disappointing – Avoid Secrets Tulum!
We’ve stayed at Secrets hotels before and always had great experiences, which is why it’s so shocking and disappointing that Secrets Tulum is part of the same company. This place is a complete disgrace to the Secrets brand. Yes, the property is beautiful, and most of the staff are friendly, but that’s where the positives end. The food is mediocre at best—nothing like the high-quality meals we’ve enjoyed at other Secrets locations. The hotel is also poorly maintained, with cracked tiles, peeling paint, and broken amenities. They charge $50 to use the spa, but the sauna doesn’t even heat properly (barely gets over 50°C), and the steam room is out of order. How is this acceptable at a so-called luxury resort? The real nightmare began on the first night when my wife woke up with bites. After the second night, it was clear something was seriously wrong. We reported it, but instead of helping, the hotel denied there was an issue. Their exterminator claimed the room was fine, and they refused to move us to another room of equal quality. Their only “compensation”? Access to another restaurant. Insulting. What made things even worse was the way they treated my wife and her service dog. We informed the hotel in advance, provided all the required documentation, and even gave original copies for them to keep at check-in. Despite this, staff repeatedly harassed her, made rude comments, and denied her access to several restaurants until a manager finally stepped in. The situation escalated to the point where a manager yelled at my wife and suggested we leave. This is utterly inexcusable. We had planned a two-week stay but were so disgusted by the treatment that we left after one week. Even then, we only got a refund for the unused nights because American Express intervened on our behalf. The hotel refused to compensate us for the week we endured. We cannot believe this hotel operates under the Secrets brand. If you’ve stayed at other Secrets resorts, don’t expect the same level of quality or professionalism here. Avoid Secrets Tulum at all costs.