I recently stayed at Secrets Tulum, and it turned out to be the most disastrous resort experience I’ve ever had. On the very first night, I received an electric shock because the cables behind the lamp’s wall plate weren’t insulated. Although they sent an engineer to fix the problem, the harm was already done—I was deeply unsettled by the incident.
The concierge, Fernando, attempted to provide a few concessions, such as a hydrotherapy spa session and a romantic breakfast for my girlfriend and me. However, when we called the next day to confirm our spa appointment, our names weren’t even on the list—apparently, nobody had informed the spa staff. To make matters worse, the promised romantic breakfast was never delivered.
We also celebrated New Year’s Eve there and paid $250 for a table with champagne, but when the night came, our table had already been given to someone else. It took them over 45 minutes to locate an alternative table, and we ended up far from the preferred section we had originally paid for.
In addition to these issues, the customer service was appalling. The wait times at the restaurants averaged between 45 and 60 minutes, which was especially infuriating considering this is supposed to be a Secrets property. After experiencing all these problems, I can safely say I absolutely would not recommend Secrets Tulum.