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
914 reviews
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Dec 02, 2024Hopefully in time this will become the premier resort that it could be; for now, it needs some work.
Someday this will probably be a great resort, but for now it's pretty mediocre. Aesthetically, the resort is absolutely beautiful and will only continue to get more beautiful as the foliage continues to grow and improvements continue to be made. Service, food, and beverage were very inconsistent and well below the level we expected based on previous resort experiences, which led to an overall experience that was underwhelming. Customer service training would go a long way with most of the staff - not all, there were a few great bartenders and staff members - as this is one thing that should be valued above all else to make guests feel welcome & taken care of. The one major incident that I want to call out is one that I've never encountered in any other all-inclusive resort: a member of our group was denied being served two cans of beer because "he was not tipping enough" per the bartender in the lobby bar who refused to serve him. He had previously tipped that same bartender two rounds before; which should be irrelevant because tipping is for exceptional service and should not be expected as a standard at an all-inclusive (especially when the service was rarely exceptional). I won't get into the food or the drink because from one meal to the next, and one day to the next, the experiences were totally different; I just hope some consistency is found quickly and improvements are made.
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Dec 02, 2024Save your $$, Don't stay at Secrets Tulum!
This resort is not what you would expect from an all inclusive. The service is horrible, if you get any. No one stays at the hotel during the day because no one is there to serve drinks or meals. Everyone takes the 30 min ride to the Beach Club. The food was some of the worst we have ever had. I highly recommend you do not stay at this Secrets. There are many more that are beautiful and have great service.
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Dec 01, 2024Believe the bad reviews.
We spent a week here and enjoyed ourselves, but will not return. We knew we had to shuttle to the beach, but thought the shuttles would run more than every hour and a half. Once at the beach, it’s small, crowded and we received no service. There one was waiter at Seaside Grill for lunch and we had to wait in a line for drinks. We spent the rest of our time at the resort. Preferred club is definitely worth it here. The best food and service could be found at Jasmine for breakfast and The Grotto for lunch and dinner. Avoid The Bluewater Grill unless you like to wait a long time for service. Housekeeping was amazing and our room was always kept clean, even with the sand everywhere. Employees were all kind and welcoming, just not up to Secrets level yet.
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Nov 30, 2024
More ‘Okay’ to ‘Good’ experiences than ‘Great’ to ‘Excellent’ experiences.
The app never worked to order breakfast room service, you had to call and put in an order. That app said you could order breakfast, lunch, or dinner anytime but I tried to order wings for breakfast and they called and told me that they were only serving breakfast. I supposedly had a personal concierge but couldn’t get any type of communication or response from them & never got any response for my personal concierge through the app & gave him my number when first arriving and never got a text as they stated they would for “better communication”. Some things would show open on the app but actually weren’t open. The bartenders never seemed like they wanted to service you but gave the energy like had or were forced to. I sat at the bar near the lobby for about 20 mins in the morning with the bartender at the bar and he didn’t say a word to me to see if I wanted a drink. And on the app the it said that bar was open so I was hoping I’d get some type of service but just ended up leaving that lobby bar and got my drink from the buffet breakfast area. They had events on the schedule that never happened. Overall the energy of the staff for the most part were nice and helpful but the actual service and function of getting things done was to much. Food and drink quality and service were very good, but for an all-inclusive resort I feel like you had to work to hard to get things you wanted.
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Nov 29, 2024
Secrets Tulum Resort & Beach Club
The resort is new, modern and clean. However, most of the staff does not meet Hyatt's standards in terms of hospitality. The activities staff was amazing (especially Aziel and Samara; the resort really should hire them to train the other employees. If it was not for them, I probably would've rated the resort a 1 or 2 out of 5). The resort feels like a fortress/maze, so be prepared to get lost and walk a lot. The place is understaffed and a lot of the employees seem new to the hospitality industry. A lot of employees did not know there way around the resort as well. The food was a hit or miss. We really enjoyed breakfast at Jasmine, but did not like the breakfast at the buffet, yet the lunch buffet was amazing. The Olio restaurant food was okay. We loved how the Edgewater restaurant was outside, which felt like a forest. It is difficult to find, but definitely make the effort to go there. There were mosquitoes, but we did not get bit like other people. We probably got bit five times during our 4 day stay (for sure bring repellent). While at the main pool, we were never asked for drinks or towels (we went November 19-22, 2024 and the resort was nearly empty), so do not expect the same service as other Hyatt resorts. There is a beach club 20 to 25 minutes from the resort with a shuttle that takes you there. There are dedicated times to and from the beach club. We found the schedule for the way back is not on time. For example, the shuttle back to the resort was scheduled to leave at 4:15 PM, so when we got there at 4:05 PM, we were told it already left, so we had to take the next/last shuttle at 5:00 pm. That shuttle did not end up coming until 5:30 PM. One of the days, the driver got upset and yelled me, which then I had to raise my voice back. That has never happened to me. The beach club is really nice and the staff is more attentive (they ask and bring you towels, show you to lunge chairs, ask if you want drinks/pizza, completely different from the resort). There is also a restaurant at the beach club. Every morning we did yoga at the roof top with Haydee, which we really enjoyed. I think if you're interested in checking the resort out, you should. But unless there is a great deal, I do not see myself returning. As far as globalist benefits, I was upgraded to a swim out room and given preferred club access. No early check-in (room was ready at 5:30 PM and no late check out even though the resort was nearly empty).