Secrets Tulum Resort & Beach Club - All Inclusive - Adults Only

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1920 reviews

• 

  Not at all up to advertised standards.

  Took a group of 30+ customers to the resort. The staff was great but the upkeep and appearance of the property was weathered and in need of updating. Painting and wear and tear was obviously in need of work. In addition my room had cockroaches in the bathroom. Very concerning and spent a lot of care packing to not take them home.

  Apr 12, 2026
• 

  Terrific Tulum

  We found secrets from our awesome travel agent Lyndsey Perez who organized our entire Tulum trip with multiple couples celebrating birthdays. We had a great time. Also had wonderful excursions at the local ruins and at a sunset sail.

  Apr 11, 2026
• 

  Incredible Resort and Beach Club with Great Service

  An awesome stay at an all-inclusive. The staff and service are excellent. The spa is amazing. Although the beach club is separate from the resort itself (which I knew and researched ahead of time) looking back, I actually preferred that set-up. When you're at an all-inclusive for a few days, it can start to feel like you are stuck in a bubble. Day trips out to the (by the way incredible) beach club gives you the feeling of having gotten off resort for that day - but with all the amenities of still "being at a resort". It was also nice to be close-ish (a taxi ride or lengthy walk) to downtown Tulum. Always tip your service workers!

  Apr 11, 2026
• 

  Service was so inconsistent, not a 5 star hotel.

  The issues encountered at this resort I will not be staying at another Secrets Resort again. I always had beans for breakfast and I was waiting for the beans to be replenished and after the staff replenished this, I went over to find the beans sign was still there with the dirty beans spoon and no beans, they replaced this with bacon. I asked the waiter for beans and they said they ran out of beans. I complained to my concierge Luis who told me they replenish the beans on the buffet at 9:30am to provide different food items. I told him if that’s the case please remove the beans sign and the dirty beans spoon and if you’re changing it to bacon I would expect a bacon sign to be swapped over and bacon tongs so you can pick this up as it’s a 5 star hotel and the service is brings it down to a 1 star due to the inconsistency. We ordered food and drinks at the preferred club area… waited 15 minutes for our Sprite to come to find the waiter forgot so had to go up to the bar and get them ourselves, this wasn’t the first time this happened, all around he hotel and beach club drinks are ordered, they either come wrong or they never show up at all. I ordered room service on 3 occasions, 2 times the room service order did not turn up due to the staff forgetting to provide the food order to the chef and the 3rd time the food came completely wrong and we called them up and they told us they don’t have the food item we ordered so we gave you an alternative which we couldn’t eat due to allergies so for a 5 star service you would normally call prior to receiving the order to tell us you don’t have the food item we ordered but not even a single call. The main pool was also closed due to maintenance work which was also connected to another pool, the maintenance guys where hammering the side of the pool and construction pieces where flying in to the pool and making the water dirty. The next day you had 1 worker try to pick up all the construction pieces out of the pool which I didn’t use during the last few days of my stay as I didn’t want to injure myself. At the end of our stay we spoke with the Operations Manager Fernado as we was fed up of the constant disappointment of our stay and wanted to let him know all the things that went wrong during our stay which is mainly down to the service at the resort. Fernado agreed with us that the service level is not up to standard and in fact he helped Secrets Dominican Republic improve on the service which he said it took about a year as it was harder to manage. He went on to say Secrets Tulum shouldn’t take a year to improve as this resort is easier to manage and should only take 6 months to fix the service, maintenance and housekeeping. He asked me if there is anything he could do to make our stay right and I said not really as we leave tomorrow, he gave us a late check out at 1pm but the housekeeping staff where trying to run us out of our room at 12:30 which we sent to Fernado what’s app number and he apologised. He was going to speak with the GM about a partial refund but still received no response about speaking with the GM or a partial refund. I have even emailed this email about my full complaint analine.flores@secretsresorts.com but no response. I even sent an email to the Hyatt as it’s part of their brand consumeraffairs@hyatt.com and they told me they couldn’t assist in resolving my complaint as I needed to contact my travel package provider which is On The Beach who has also said they can’t help with compensation and that I need to speak directly with Secrets Tulum. I tried one last time to get a response from the hotel analine.flores@secretsresorts.com and chasing a response but still nothing. I have been let down so many times and got no where with my complaint. Considering this is Hyatt/Secrets Tulum I expected better service but clearly not, I have an upcoming stay at the Hyatt Playa Del Carmen I might have to get this cancelled as this has put me off spending money back in to Hyatt when they truly don’t care.

  Apr 11, 2026
• 

  Secrets Tulum is a disaster!

  Sometimes I can tell when reviews come from guests who may not have high expectations for how their hard earned money should be spent or who simply aren’t well traveled. Giving Secrets Tulum a 5star rating doesn’t feel completely honest. That said, I understand that not everyone shares the same standards. As a Hyatt Inclusive Collection member and a valued travel distributor for Hyatt, I’ve experienced many Secrets Resorts and have come to expect a certain level of quality. Unfortunately, Secrets Tulum missed the mark. For a resort that’s only a little over two years old, I expected pristine grounds, well maintained pools, clean and polished rooms, and overall attention to detail. Instead, the property felt poorly maintained and in need of significant upkeep, painting, deep cleaning, and general maintenance were clearly overdue. The food was extremely disappointing, and the customer service fell short as well. At one point, I had to call multiple departments, including hospitality and the front desk, just to request towels. Calls went unanswered, and it took nearly two hours to receive them. Additionally, some restaurant staff displayed unprofessional attitudes when we provided feedback about the food quality. We ultimately had to leave the resort to find decent meals, which should never be necessary when you’ve paid for an all-inclusive experience. Paying extra for good food defeats the entire purpose. I even asked to be transferred to another Secrets property, but unfortunately they were all booked. Overall, I’m very disappointed in my stay. I truly hope to connect with someone who can address these concerns and work toward making this right.

  Apr 10, 2026