Secrets Tulum Resort and Beach Club

The resort was amazing for the most part, except we found a cockroach in our room one day, which was a bit gross.

Comfortable room but did not have where to hang wet clothes after coming back from the pool, also not enough clothes hangers.

At first this hotel seemed to be awesome. The food was great and the service was good. So I thought!! Going into checking out of our hotel We ran into some major issues which they lied and kept from us Knowing that we were in a time crunch because our hotel transfer that was picking us up to take us back to the airport was outside, and the driver was threatening to leave us. I booked a massage and canceled 24 hours prior. Their cancellation policy strictly states on the website that we have up to (4)!!!! hours to cancel or if we don’t cancel we will be charged a 50% fee of what the total cost of the massage is. I was even willing to pay 50% because of the lack of communication. We were unable to notify the spa that we wanted to cancel Because when we booked an excursion to take us to the island of Isla Mujeres The spa was closed ! We booked the excursion at 6:30 PM and the excursion pick up time was at 5:30 AM the following day an all day event .. An employee told us that they would contact the spa and cancel on our behalf due to the circumstances ( how else would we be able to cancel)!? ..the hotel claims no one canceled and we no-showed(of course they would take advantage of us tourists!) therefore, when we were checking out, they told us that we owed $500 which was absurd and crazy.. ( massage was 300$ and 200$ was for something else that there was not an issue about… but we ended up paying for it and telling them we will never return because they kept these policies from