![]() One unfortunate incident involved a member of our group contracting food poisoning from fish at Jasmine. Apart from breakfast, the quality of food across the resort left much to be desired. The dining experience was a major disappointment. Some staff members seemed unfamiliar with the hotel layout, especially in areas like dining, creating a less than seamless experience. While a majority of the staff demonstrated exceptional service, there were notable instances where the service fell short. Our stay at Secrets Tulum left us with mixed feelings. His lack of follow through put a bad taste in our mouth at what was otherwise an absolute perfect trip. ![]() We never heard another word that was a bit disappointing. He said he would call and make some compensation. We never heard anything from the hotel manager. Our Amstar driver went above and beyond to call the other driver and coordinate getting our luggage when we arrived at the airport. The hotel manager assured us he would take care of the problem and call us to make sure that we got our luggage at the airport. Our only disappointment was at the end of the vacation someone accidentally sent our luggage to the airport with other guest. We actually upgraded our membership based on this hotel alone. We have stayed at Zoetry in the past and I have to say the staff the way we were treated, the food and the rooms were amazing and on par or above what we received at Zoetry who has the highest of standards. I read prior reviews and considered changing our vacation based on all the negativity surrounding this resort. If you're 30 years old and want to get drunk and party, this is the place for you! If you're like my wife and I and want a relaxing, luxurious vacation, DO NOT GO HERE AT ALL COSTS. The only day we had a good time was when we left the resort on an excursion. Nobody could help us, not the concierge, not the front desk, not the manager, not the people online or on the phone.We were stuck. We got to the point after two days there that we couldn't take it anymore so we were just going to transfer our stay up to Secrets Akumal because we've been there before and had a magical time. We thought we'd get some relief at the beach (which were sometimes 25min sweaty shuttle rides) but the beach had even LOUDER club music, I'm telling you it was ridiculous. The constant drone of nightclub dance music permeates the resort at ALL times. I get the fact that they want to make Secrets Tulum a party resort.JUST CALL IT SOMETHING ELSE! There is absolutely zero places to relax there. ![]() We honestly could have gone to any hotel in Las Vegas and had the same vacation but saved thousands of dollars and two long travel days. This was a new one in Tulum and we thought wow this will be great. ![]() We've been to Secrets Resorts before and had some GREAT experiences (especially Akumal, we highly recommend that one).
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