The Secret Garden: An Oasis in Tulum — Hotel in Quintana Roo

The Secret Garden Tulum (not to be mistaken with Secret Garden!!! At the end of September 2023 I started my booking with Kristi. My question was how much it would be to book 4 nights for 2 adults and a child. Answer: A poolside room would be $ 553.35 A garden Suite would be $ 450.77 I asked to book the garden suite and my invoice is 498.37USD when I question the higher price I’m just told: “A room is more expensive for 3 people than for 2 people. The garden rooms are typically 2 people.” (by this point it has been 12 days since I started the booking!!!). I then confirm that there will be somewhere for my daughter to sleep (since garden suites are typically for 2 people) and I’m told: “Yes, They're going to provide a trundle for her to accommodate you in the garden suite.” According to the Cambridge dictionary a trundle is something that moves slow on wheels! It turns out that according to Kristi is a thin mattress dumped on the floor (we only find this out when we get there)! I go ahead and make the reservation. My daughter sleeps on it and in the middle of the night she comes to our bed complaining that her body hurts as it’s too hard on the floor. I get in touch with Kristi who tells me “ The matress is the same as a trundle as I mentioned our other rooms were already set to accommodate and suggested other options, but I purchased that new mattress for her to use during your stay to accommodate your request. The difference between that arrangement and our pull outs is wood under it instead of the chukum floor. There are wood pieces upstairs we can use for slats if that is more comfortable.” Her concierge finds me a bed and offer us to me at 300pesos for the remainder of the stay. By this point I’m extremely angry as I have paid for 3 people as per earlier emails and they want to charge me again for a bed that I was led to believe will be provided! And no she didn’t suggest other options she just told me the price of two different rooms without clearly explaining that this room would not be comfortable for three people as they have no extra beds and she would need to buy a mattress, none of this is explained to me yet she makes it out as if she did! Im told that if I’m unhappy they can refund me and I can go elsewhere. I explain that this is not feasible, it’s party season in Tulum and everything is either sold out or extremely expensive so I’m stuck here. They appear very helpful but only offer things that cost money (for example I asked if there is a TV available and they offered me one for a 1000MXN pesos per day which is like half of what we pay for the room! I attempted to get some compensation for the fact that we aren’t getting what we paid for, namely beds for 3 people but each time my request is ignored and I’m told if I don’t like it I can leave Next issue comes from the next door neighbours: from the moment we check in there is loud music which goes on beyond 12am and starts back up at 8:30am the following morning and again goes till 11pm on our second night. All of us staying here complain and Kristi/concierge contact the owner but no one goes to speak directly to the neighbours. By the second night we are told to make complaints on a WhatsApp number and hopefully someone will come (as in the police who are busy dealing with many noise complaints in Tulum). So another guest and I go to speak to them directly and they agree to tone down the music a bit and keep to the allowed levels and times. So once again we don’t get actual support apart from lots of nice and apologetic messages telling us how hard they work on the matter! Yet we resolved it with one simple conversation. To add on to all of the above, our sink is blocked, toilet was leaking and the garden door to enter and exit our room requires a Hercules (and I’m no frail woman!). This all gets mentioned and they say they will fix it but we find the room in exactly the same state as we left it (well minus the leaking toilet). We have had a nightmare stay at the end of our holiday and truly regret staying and...

I had the absolute pleasure of staying at The Secret Garden Tulum for an entire month, from March to April 2024, and it was nothing short of magical. This charming boutique hotel is truly a hidden gem nestled in the heart of Tulum.

From the moment I arrived, I was captivated by the lush, tropical surroundings and the serene ambiance that immediately set the tone for a relaxing getaway. The gardens are meticulously maintained, creating a tranquil oasis that feels worlds away from the hustle and bustle of everyday life.

The rooms are beautifully appointed, each with its own unique decor that combines rustic charm with modern comforts. My room was spacious, impeccably clean, and featured a comfortable bed that ensured restful nights. The thoughtful touches, like fresh flowers and locally sourced toiletries, made me feel truly pampered.

The staff at The Secret Garden Tulum are exceptional. Their warm hospitality and genuine care for guests are evident in every interaction. They went above and beyond to make my stay enjoyable, providing excellent recommendations for local dining and activities, and ensuring that every need was met promptly and with a smile.

One of the highlights of my stay was the stunning outdoor spaces. The peaceful courtyard, complete with hammocks and cozy seating areas, was my favorite spot to unwind with a book or enjoy a quiet morning coffee. The hotel's commitment to sustainability and eco-friendly practices is commendable and added to the overall sense of harmony with nature.

The location of The Secret Garden Tulum is ideal. It's a short walk to the vibrant town center, where you'll find an array of fantastic restaurants, shops, and cultural attractions. The nearby beaches are pristine and perfect for both relaxation and adventure.

In conclusion, my stay at The Secret Garden Tulum was an unforgettable experience. The combination of beautiful surroundings, outstanding service, and a genuine sense of tranquility made it a perfect retreat. I cannot recommend this place highly enough and look forward to returning in the future.

Thank you, The Secret Garden Tulum, for a truly...

I just got married in Tulum, and Kristi was nice enough to rent the entire place out to my big crazy family! From the beginning, her and Noemí were super responsive and helpful to get everything set up. When we walked in that first day, we were blown away by how amazing everything looked and could really tell that Noemí went the extra mile to make sure we had everything we needed! Everybody LOVED the property, especially the decorations/cool jungle feel, the clean spacious rooms, the proximity to delicious restaurants, and above all, the pool! Having multiple well stocked kitchens was a lifesaver, and the property was laid out in just the perfect way so that we had multiple hang out spots while still allowing for people to escape to their private rooms! My favorite part about was the fact that Krist is very sustainability focused. You can see that in the way the property was renovated, and I loved that the pool all the water is cenote fed! With that in mind, you do have to have patience and understanding that sometimes things need fixing but when we had some problems with water in a few rooms, Oscar their mantanance guy, worked hard to get it working as quickly as he could! Nothing we didn't experience in other places we stayed in Mexico! Last but not least, all the beds were super comfy, the AC worked great, and they even provided drinking water for each room, which was a HUGE plus! We had the best week ever, and nobody wanted it to end! If you're looking for a space to rent out for a large group, I don't think you'll find a better deal than here! I would come again just to stay in any of the rooms as a couple! Thanks, Secret Garden team, for making our wedding...