酒店回复: Dear guest, Thank you so much for your perfect rating! We’re delighted to know you enjoyed your stay at Secrets Tulum. We hope to have the pleasure of welcoming you back soon for another unforgettable experience.
5.0分
其他
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Place is great very nice and easy free shuttle to beach zone i highly recommend walking out the property walking couple blocks to the main street and renting a scooter the whole stay/day i got it all 3 days and parked it at the hotel very easy to commute to local cenotes,beaches,pyramid very fun all the locals are on scooters very safe!!!!
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酒店回复: Dear guest, Thank you so much for your perfect rating! We’re delighted to know you enjoyed your stay at Secrets Tulum. We hope to have the pleasure of welcoming you back soon for another unforgettable experience.
5.0分
其他
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I stayed at Secrets Tulum for my birthday, and it was truly magical. The resort itself is absolutely stunning — peaceful, beautifully designed, and perfect for couples looking to relax and reconnect. This isn’t a party resort, but rather a serene escape where you can slow down and fully enjoy each other’s company.
The staff went above and beyond to make my birthday unforgettable. My boyfriend worked with the concierge to surprise me with rose petals, champagne, and special touches that were all set up while we were on an excursion — it felt straight out of a movie. Everyone we encountered was kind, attentive, and genuinely cared about making our stay special.
If you’re looking for a romantic, tranquil getaway surrounded by natural beauty and exceptional service, Secrets Tulum is the perfect choice. I would definitely return! 🌿💫
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酒店回复: Dear guest, Thank you for taking the time to share your feedback. We are delighted to hear that you found our property beautiful and clean. We hope to welcome you back to Secrets Tulum soon for an even more enjoyable stay!
5.0分
情侣出游
lovely resort with great service & atmosphere. Staff was very attentive & helpful. Would definitely recommend this resort.
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酒店回复: Dear guest,Thank you so much for your perfect rating! We’re delighted to know you enjoyed your stay at Secrets Tulum. We hope to have the pleasure of welcoming you back soon for another unforgettable experience.
4.0分
情侣出游
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Super nice staff, especially Ariana and Sam,Lisbeth the concierge ,Micaela that serve my fav drinks..almost everyone is nice. Only one thing, the pool in the beach club was a little bit dirty and small,
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酒店回复: Dear Titik, Thank you very much, for sharing your feedback.We’re delighted to know you enjoyed your stay and that our team made such a positive impression.We also appreciate your comment regarding the pool at the Beach Club; your feedback helps us continue improving our guest experience.We look forward to welcoming you back soon at Secrets Tulum Resort & Beach Club.
5.0分
家庭亲子
Every body was so nice and beautiful place specially staff are very very nice. We love it👍❤️❤️
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酒店回复: Dear guest, Thank you for taking the time to share your feedback. We are delighted to hear that you found our property beautiful and clean. We hope to welcome you back to Secrets Tulum soon for an even more enjoyable stay!
度假村大部分都很棒，只是有一天我们在房间里发现了一只蟑螂，有点恶心。
我真的不明白这家酒店怎么能自称五星级酒店。从我们抵达的那一刻起，我的体验就极其糟糕。
服务简直差劲透顶。没人会帮你解决任何问题，前台漠不关心，每次打电话给前台或礼宾部，都无人接听。服务态度为零。
食物简直难以下咽。食材不新鲜，味道寡淡，品质极差。饮料淡而无味，根本没有酒精。就连餐厅里的杯子和玻璃杯都很脏。对于一个号称豪华的度假村来说，这样的服务实在令人无法接受。
我们还遇到了会员“推介会”的骗局，非常不愉快。他们邀请我们参加一个“了解品牌的午餐会”，但实际上却变成了一场咄咄逼人的分时度假推销。事先没有任何坦诚的解释。当我们投诉时，前台工作人员态度粗鲁、不屑一顾，仿佛这一切都是理所当然的。
更糟糕的是，我还把裙子忘在了房间里。他们承认找到了，但两天来一直无视我，既没有回复我的消息，也没有把东西发给我。我不断打电话、发信息，仍然杳无音信。这充分说明了他们的沟通和客户服务有多么糟糕。退房时，他们竟然要求我们签署一份声明，表示我们对酒店没有任何不满，并要求我们写一篇好评。简直荒谬至极。
总而言之，这家酒店根本不值这个价，连五星级的标准都达不到，更谈不上他们宣传的那种奢华体验。我不会向任何想要寻找舒适、诚信、管理专业的度假酒店的人推荐这家。
这家度假村环境优美，地理位置优越，设施齐全，但服务质量参差不齐。
度假村的地理位置和设计令人惊艳，海滩俱乐部交通便利，娱乐活动丰富，环境干净整洁。然而，一些服务体验却令人失望。在Preferred Club，我们等了将近一个小时才拿到点的餐，最后却被告知无法制作，并被要求去餐厅用餐。还有一次，一位员工拒绝为我们重新制作他刚刚为附近客人提供的饮品，这让人感觉很不专业。
在海滩上放松时，一位服务员要求我们换个位置，或者购买一瓶价格昂贵的酒，尽管我们是Preferred Club会员。最终我们离开了，这令人失望，因为Preferred会员升级的初衷是为了确保舒适的体验和始终如一的服务。
不过，许多团队成员都很友善热情，有些甚至做得非常出色。海滩俱乐部的菜单选择有限，但主度假村提供了更多餐饮选择，我们在最后一晚在那里用餐非常愉快。
总的来说，Secrets Tulum是一家环境优美、设施齐全、氛围极佳的度假村。如果能加强员工培训，更加注重提升宾客体验，这里完全可以成为一家五星级酒店。
优质的服务和周到的服务。恭喜礼宾员 Daniela Dávalos 的热情款待。服务员 Ivonne 总是面带微笑，办事迅速，服务周到。Olio 的 Erbert 非常棒；设施也很棒。小贴士：在浴室里加个凳子/长凳，在吧台放些健康小吃。床下的灯光也调整一下，非常明亮。入住体验很棒。恭喜 Secrets Tulum ✨。
都好
Place is great very nice and easy free shuttle to beach zone i highly recommend walking out the property walking couple blocks to the main street and renting a scooter the whole stay/day i got it all 3 days and parked it at the hotel very easy to commute to local cenotes,beaches,pyramid very fun all the locals are on scooters very safe!!!!
I stayed at Secrets Tulum for my birthday, and it was truly magical. The resort itself is absolutely stunning — peaceful, beautifully designed, and perfect for couples looking to relax and reconnect. This isn’t a party resort, but rather a serene escape where you can slow down and fully enjoy each other’s company.
The staff went above and beyond to make my birthday unforgettable. My boyfriend worked with the concierge to surprise me with rose petals, champagne, and special touches that were all set up while we were on an excursion — it felt straight out of a movie. Everyone we encountered was kind, attentive, and genuinely cared about making our stay special.
If you’re looking for a romantic, tranquil getaway surrounded by natural beauty and exceptional service, Secrets Tulum is the perfect choice. I would definitely return! 🌿💫
lovely resort with great service & atmosphere. Staff was very attentive & helpful. Would definitely recommend this resort.
Super nice staff, especially Ariana and Sam,Lisbeth the concierge ,Micaela that serve my fav drinks..almost everyone is nice. Only one thing, the pool in the beach club was a little bit dirty and small,
Every body was so nice and beautiful place specially staff are very very nice. We love it👍❤️❤️