Secrets Tulum first opened its doors in October 2023; now-husband and I booked it as our wedding venue earlier in the year, when it was still a slab of concrete and all we had to go off of was digital renderings. The resort is particularly unique in 2 ways:

One of the most distinctive features of Secrets Tulum is its split layout. The resort is divided between two properties: the main resort and the beach club, connected by a complimentary shuttle service. You can choose to stay at either spot, but be prepared for some back-and-forth action.
If there's one area where Secrets Tulum truly shines, it's in its visual appeal. The resort boasts a stunning cenote-inspired pool design, distinctive Tulum boho vibe, and beautiful architectural focus.

Ultimately, the hard product (the resort’s rooms, designs, and aesthetic) was spectacular, but the soft product (the service and food) was sadly disappointing.

Accommodations 5/5

The room at Secrets Tulum was a testament to boho-chic design, easily ranking among the most beautiful hotel accommodations I've experienced. The room was plenty spacious and the bathroom was equally impressive in size, with an absolutely massive rain shower. However, it's worth noting two minor drawbacks: the hot water required a bit of patience to reach ideal temperature, and the shower's clear glass walls without a door might pose privacy concerns for those sharing a room with platonic friends.

Our room in Building 3 boasted a swim-out pool, offering breathtaking views of the zen pool and the lush surrounding jungle. I would confidently place it among the resort's most picturesque room views and it served as a stunning backdrop for photos! While the swim-out pool proved too chilly for comfortable use during mornings and evenings in early December, it was pleasantly refreshing in the afternoons.

Dining Options 2/5

Secrets Tulum offers a diverse array of dining options spread across its two locations. The main resort features a 24/7 cafe, a buffet serving breakfast and lunch, a casual poolside grill, and three themed sit-down restaurants for dinner, specializing in pan-Asian, Mediterranean, and seafood/steak cuisines respectively. The beach club complements these offerings with a sit-down lunch grill, a spot for light bites and snacks, and an exclusive sit-down dinner restaurant for guests whose rooms are situated on the beach club. Of particular note is the steak/seafood restaurant, set in a romantic outdoor setting that embraces the surrounding jungle; one of our guests described it as one of the most unique restaurant settings they had ever experienced.

While the ambiance of the dining venues is impressive, our experience with the food service was subpar. My husband and I opted for early dinners at 6:00 PM and encountered no issues, as the peak dining rush typically occurs between 7:30 PM and 8:30 PM. However, during these busier hours, the resort's understaffing became glaringly apparent. Despite the visible efforts of the hardworking staff, service quality and wait times during peak dinner hours were disappointingly poor.

The most popular steak/seafood restaurant seemed to bear the brunt of these issues. We heard reports of guests waiting up to 45 minutes just to receive a menu, and in one concerning instance, a guest who ordered a virgin cocktail was mistakenly served an alcoholic beverage. The quality of the food itself was inconsistent at best. Some guests who ordered medium-rare steaks received well-done cuts, while others were served nearly raw meat. The fish of the day lacked proper seasoning, further highlighting the kitchen's struggles.

The unpredictability of the menu made each order feel like a gamble, turning what should have been enjoyable dining experiences into honestly deal-breaking frustrations.

Beverage Options 4/5

In keeping with the resort's overall aesthetic, the bars were thoughtfully designed to complement the resort's luxurious atmosphere. For example, on the main resort:

The lobby bar serves as a stunning sight when you first walk into the resort, adorned with warm-lighted lanterns and bordered by sand that create an inviting and intimate ambiance. This was a beautiful space for a nightcap.

Edgewater, the poolside bar, takes full advantage of its prime location and offers guests a true beach bar experience. Its surrounding area featured an assortment of entertainment options including hammocks for lounging, giant Jenga for some friendly competition, and ping pong and cornhole for those seeking more active diversions. However, some guests may be disappointed that it is technically not a “swim-up” bar, as it is on the sand next to the pools.

For sports enthusiasts, the resort offers a dedicated sports bar. Though rather small and dim, it has plenty of seating options and a foosball table. It’s open until 1AM, and my group enjoyed hanging out in the sand at Edgewater and popping into the sports bar to get drinks when needed. Inside the bar, we had a great time Thursday night, but it reeked of urine on Saturday… I’d like to think this was a one-time exception.

When it comes to the drinks themselves, the bartenders offered an open bar of whatever drink tickled your fancy; though they were definitely watered down, the service was quick. The passion fruit margarita was a personal favorite!

Service and Staff 2/5

The service at Secrets Tulum, while not overtly hostile, fell significantly short of the standards one would expect from a “luxury”-branded resort due to staffing challenges. We learned that the resort was having trouble hiring, as the prohibitively high cost of living in Tulum has forced them to recruit the majority of staff from Playa del Carmen, located 1-2 hours away.

Despite being assigned a personal concierge, we found their response times to be disappointingly slow (comparatively, our concierge at Secrets Akumal never failed to reply within minutes). The general demeanor of waiters and bartenders seemed disengaged, lacking in the warmth and attentiveness typically associated with high-end hospitality. At the beach club, guests often had to approach the bar to place food orders, rather than being serviced directly from the lounge chairs. As mentioned previously, sit-down dining experience had excruciatingly slow service and order mix-ups, further highlighting the staffing and training deficiencies.

We thought the separation between the main resort and beach club would not be a major drawback; in fact, it might have been cool to be able to experience two different settings, and given the unique layout, we would have expected the resort to prioritize an efficient and reliable shuttle service. Unfortunately, while the two locations were visually stunning, the shuttle schedule is infrequent, operating only every 90 minutes, and unreliable. For example, on one Wednesday afternoon, our return trip from the beach club was delayed by 45 minutes as we waited for the half-empty shuttle to fill up before departing. Conversely, on a Friday afternoon, overcrowding forced us to wait for the next shuttle. Our very first shuttle ride was exciting and it was fun to see the sights on the way there, but it quickly lost its novelty in subsequent days.

These transportation issues are more than minor inconveniences; they represent a fundamental flaw in the resort's operational strategy and the inefficiencies in basic guest services are simply unacceptable.

Resort Amenities 4/5

The centerpiece of the main resort is its network of cenote-inspired pools linked by a lazy river. Soft sand surrounds the pools, dotted with comfortable loungers and eye-catching bird nest chairs. The beach club area also has its own pristine infinity pools. However, the pools are not heated, which made them a bit too chilly in December. Furthermore, the hot tubs were unfortunately out of service during our stay.

The beach at the beach club is nothing short of spectacular and is one of the finest beaches I’ve ever been to. The sand was powdery and white, and the ocean was impossibly turquoise and pleasantly warm. A stroll along the shoreline offers a parade of other beach clubs to admire and numerous massage options are available just outside the beach club (though not affiliated with Secrets and therefore not included with your stay). The beach club is also right in the middle of Tulum Hotel Zone, a renowned hotspot for nightlife, shopping, and sightseeing. This prime location allows visitors to easily immerse themselves in the vibrant Tulum scene while still enjoying the luxurious amenities of the resort (unlimited food and drink).

Secrets Tulum may have operational challenges, but I can’t deny its beautiful design and prime location on one of the best beaches Mexico has to offer.

Activities and Entertainment 3/5

Secrets Tulum offers a diverse array of activities designed to engage guests throughout their stay. Daytime activities range from athletic endeavors like volleyball, bike tours, and yoga, to cultural immersion like Spanish lessons, dancing lessons, and bracelet-making sessions. On Friday afternoons, the main resort hosts exhilarating foam parties with music that shakes the entire Edgewater bar. As day transitions to night, the resort's entertainment offerings shift to live music performances (admittedly sometimes of questionable talent), casino nights (Poker and Texas Hold’em), and karaoke sessions; however, compared to other all-inclusive resorts, guests may find the nighttime entertainment lacking.

As you could tell, my experience at Secrets Tulum was truly hit or miss. It has immense potential, as its stunning design and beautiful location make it visually impressive. However, the resort is clearly experiencing growing pains in terms of service and dining quality. For travelers prioritizing aesthetics and willing to navigate service inconsistencies, Secrets Tulum could be a great choice. However, those seeking a seamless, high-end all-inclusive experience with great food might want to consider other options until the resort has had more time to refine its operations.