Secrets Tulum Resort and Beach Club

The ******* gold status is supposed to get you a $200 resort credit and a free spa service. The hotel ended up saying that it’s not a $200 credit. It’s $40 coupons that you can use one at a time only on two specific services. It was really annoying that they didn’t honor the package as written. It’s a very nice hotel but it felt very cheap and they were very deceptive. They’d say one thing and do another - nothing like being gaslit on vacation. There are two parts of the hotel. I recommend the Casa Omni room types because those are the ones on the beach. The other rooms are located at the main property which is about 10 to 15 minutes. Drive away from the beach.

Comfortable room but did not have where to hang wet clothes after coming back from the pool, also not enough clothes hangers.

Stayed at Casa Zamna section of this resort; only 20 rooms on the beach. Be mindful of the time of year you book because depending on how much seaweed is on the beach it may not be usable. Loved Rosewater restaurant; food was a little slow and sometimes inconsistent but overall very good. I ate at Rosewater for breakfast and lunch almost every day; then had dinner at the main resort. The main resort is a 20 minute ride away - hotel provides an hourly van. There are some gaps in the day when there is no transportation for a few hours so keep that in mind.

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

À lot of noise in the hôtel and clientèle not very classy. For a secrets hôtel i was really disapointed by the standards.

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.