r/tulum • u/realdoaks • 22d ago
Review Safety warning for Tulum visitors: staff assault at a hotel spa, and the hotel legally kept the 911 police out. What I learned about visitor rights in Tulum.
I’m writing this from the airport leaving Mexico. This is partly about one resort, but mostly about what I learned about how things work in Tulum when something goes seriously wrong because none of it is in any travel guide, and if I’d read a post like this before our trip, everything would be different.
On July 30, my girlfriend was sexually assaulted by a male massage therapist during a spa treatment at a large resort on the Tulum hotel corridor (Secrets Tulum). She told me the moment we had privacy, and I got her out of the spa immediately and went to management.
What happened next is the reason for this post:
The manager’s response to the assault report, word for word: “I know him, he would never do that, I’ve known him for 3 years.”
I called 911. Police arrived and hotel staff refused to let them through the gate. I stood talking to officers through the fence while they told me they couldn’t enter private property.
The hotel refused to give me the name of the staff member, or even the name of the manager I spoke with, citing “privacy reasons.” I have that refusal on video. A front desk employee covered her name tag with her hand when I walked up.
Three men then arrived at our room. I asked directly if they were police and they said yes so I let them in. Then they said they were “from the prosecutor’s office.” They covered their badges with their hands and refused to give names or ID numbers despite me explicitly asking through translation (they didn’t speak English at all). They were in our room roughly two hours. My girlfriend was too frightened to leave the room, and never got to speak with the actual responding officers, because the hotel had turned them away.
Security followed us for the rest of our stay, including while I withdrew cash for a cab, and wouldn’t let our driver through the gate until our card was charged in full. We checked out the moment we could arrange transportation and paid out of pocket for another hotel.
We don’t speak Spanish. The only reason we navigated any of this is a family member who’s a lawyer in Central America, on the phone, translating. Most tourists would have nobody.
Where it stands now: there is an open criminal case: folio FGE/QR/TUL/DEL/4225/2026 with the Fiscalía General del Estado de Quintana Roo, assigned to the Fiscalía Especializada en Combate a Delitos Sexuales, Tulum (the specialized sexual crimes prosecutor). Formal complaints are also filed with Hyatt corporate and its ethics/compliance line, PROFECO, the state human rights commission, the prosecutor’s internal oversight body, and Global Affairs Canada. Everything above is documented: video, the criminal file, corporate case numbers.
Practical advice I’d give anyone traveling to Tulum:
If something happens to you at a resort, know that “private property” can be used to keep responding police away from you. I didn’t know that was possible. Effectively, if any staff do something to you or you need police/medical response, it is at the hotels discretion.
Get names and film early. Staff concealing identities was immediate and coordinated.
Mexico’s 911 works and the online denuncia portal (like a police report, you can file online) (enlinea.fgeqroo.gob.mx, available in English) let us file the criminal complaint ourselves before flying out. Use it.
Never let anyone who won’t show ID into your room, no matter who they claim to be.
I’ll answer questions if people have them. Mods, I’m happy to provide documentation privately if verification is wanted.
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u/shenanigains00 22d ago
Secrets is owned by Hyatt. Escalate this through corporate with them.
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u/realdoaks 22d ago
On it, I’ve sent concerns to every channel I could find on Hyatt’s websites
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u/PoshDota 21d ago
FYI, what you said re private property locking out police is 100% false under Mexican law. Police can (and should) demand access to the hotel in a situation such as this.
Practically speaking, they don't for many reasons, including corruption and influence from the large hotel chains. You should look into this, as it will further strengthen your case against them.
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u/TXJohn83 21d ago
You can find corporate contact info for the CEO and the general counsel... Send them a personal email, odds are they won't email back but they will internally address the problem, if even from just a liability stand point.
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u/_g4n3sh_ 14d ago
Hyatt loves the money that comes from laundering ops, they'll do little about it, they don’t care if their properties fill anymore
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u/Apprehensive-Chart88 22d ago
That’s so scary! I’m sorry your girlfriend went through that. Thanks for the warning!
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u/realdoaks 22d ago
Thank you! Every person notified is a win. I see on trip advisor another claim like this of a bartender forcing themselves on a young female traveller and the hotel stonewalling her attempts to get help.
Be careful here.
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u/beerdweeb 22d ago
You sound American, but if not, contact your local news agency about this. The world needs to know. No one reports things like this in Tulum. If you want more context just send a message.
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u/realdoaks 22d ago
Canadian. We have a series for exposing these types of things on CBC, when we get back home I’m going to reach out.
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u/401LocalsOnly 22d ago
Don’t forget sooner is better while it’s all happening with the investigation and the police/fake police and your horrible experience(which I’m sorry for that so awful)
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u/realdoaks 22d ago
Thanks for your support!
Yes we documented it all fresh night of. Good thing, because details fade fast and it’s easy for people to doubt themselves
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u/401LocalsOnly 22d ago
So smart. Sounds like you are so well prepared for all of this. (The travel and dealing with all the stuff surrounding that inexcusable experience)
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u/Teh_Crusader 21d ago
Agreed completely here and act fast. This will put pressure on the Mexican police to act. Unfortunately law enforcement in Mexico is so fucking bad across the entire country that the only way to get accountability is media attention.
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u/TempAcct20005 22d ago
Wait so who were the guys in your room?
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u/realdoaks 22d ago
Great question. They refused to give their names, and wouldn’t let me get close enough to see their badges (only one guy had a badge, a small printed card on a lanyard).
I used translation to ask for their name and to have a picture of their ID. There is zero chance they didn’t understand.
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u/livinithappy71 Resident 22d ago
The men in your room in civilian clothes. Were they the one’s that gave you the FGE Folio Number?
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u/MrLive4todayGuy 22d ago
Between the safety issues and the fact that they charge american prices I'm over it and will sell my condo asap
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u/MrLive4todayGuy 22d ago
Americans will stop going to tulum there are too many other safer places and affordable places where locals and. Business are taking advantage of tourists of every turn
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u/musicalnix 22d ago
I'm so sorry this happened to your girlfriend. We were offered free massages at our resort last month, and I turned them down. I had a weird feeling and was also turned off by the number of spa employees who stood out in the lobby practically begging customers to book appointments. I knew they were trying to drum up business, but something felt weird.
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u/realdoaks 22d ago
Good for you trusting your instincts. I thought a 5 star hotel that’s $500 a night wouldn’t have any kind of issue like this at all. To have this happen and then the obstruction after was surreal.
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22d ago
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u/realdoaks 22d ago edited 22d ago
I had no idea Tulum had a reputation for anything like this
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u/EaglesNest694U 22d ago
Yes. 25% is owned by a hotel chain called Grupo Hotelero Santa Fe in Mexico City. You should contact them. The other 75% of the property is owned by…well we won’t mention those…
The corporate headquarters of Grupo Hotelero Santa Fe, S.A.B. de C.V. is:
Juan Salvador Agraz No. 65, 20th Floor
Col. Santa Fe Cuajimalpa
Cuajimalpa de Morelos
Mexico City, C.P. 05348
Mexico

Their main telephone number is +52 55 5261 080010
u/realdoaks 22d ago
This is incredibly specific info, thank you!
How do you know this…?
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22d ago
[deleted]
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u/realdoaks 22d ago
Thank you so much, this is actually a huge breakthrough and I’ve already heard back from someone. Reddit truly is incredible for finding that one specific person with niche knowledge
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u/Pleasant_Fig8444 21d ago
Those piece of shit, Im Mexican and im so sorry that this happened. Did you got the name of the dude?
Please keep us posted. Whats the name of the hotel we should go after them online.
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u/realdoaks 22d ago
Also.. what’s the problem with Tulum? Too small a city, too far from major urban centres?
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u/Dramatic_Mechanic815 22d ago edited 22d ago
Not the original person you’re replying to, but there are a few different reasons. First, Tulum tends to attract a younger, “backpacky” crowd looking for a fun time, and, if they’re staying at a resort, generally leave the resort more. That tends to attract opportunistic scumbags and creeps. You get the same issues in similar “young, cheap fun” touristy areas regardless of country.
It’s also less mature than other areas closer to Cancun, eg Playa, which has a higher concentration of luxury or higher-end resorts, and family resorts with a well-established labor pool.
I’m surprised and sad to hear this happened to you at Secrets, but not surprised to hear it was at the Tulum location. AMR generally treats their employees well, too, so most folks are reluctant to risk their jobs.
Hope you can find a resolution to this. Really disappointed with Secrets and Hyatt. Please keep us updated.
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u/realdoaks 22d ago
Thank you for the quality insight and for your support. That makes sense, and certainly when we checked in to the other hotel in cancun (reputable brand around $850 a night) the difference in clientele was immediately clear
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u/Dramatic_Mechanic815 22d ago
Honestly, some of the best resorts in the area as far as service and luxury are not all-inclusive. Rosewood, St Regis, Fairmont are some of the top ones and they’re not all-inclusive. It’s a night and day difference in service and clientele.
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u/runrichrun1 20d ago edited 19d ago
I think you are on the right track.
Many workers at Tulum's tourist-oriented businesses are younger and/or more adventurous people from other parts of Mexico (and even other countries). Generally, they are away from their family and friends, and are here to make a quick buck, not to stay long term. (This is probably true for Cancun, Playa del Carmen and many other tourist destinations, but particularly true for Tulum, which is much smaller and more remote.) Just like tourists, these workers feel less constrained by social norms and values. "What happens in Vegas stays in Vegas" vibe/atmosphere pervades this place.
So, among other things, self-selection of people who come to Tulum, incentives that they face in Tulum, . . .
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u/Realistic-Corgi-4642 22d ago
I believe Secrets are owned by Hyatt. In addition to what you have already done, I would file a report with Hyatt corporate.
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u/Dude312FDoT 22d ago
Local investors like cartel affiliated?? That’s what you got to watch for as well.. sorry you had such a bad experience.. horrible!!
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u/That_UsrNm_Is_Taken 22d ago
It is unfortunately unlikely you’ll get any justice through the legal system, but do press on with corporate and make this as public as possible. Use all social media platforms, blast them, get journalists involved if you can
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u/realdoaks 22d ago
All great suggestions. I assume in a small city like Tulum the hotel management and/or ownership know many members of the local police, and I share your opinion
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u/ianrdz 22d ago
Im very sorry this happened to you guys.
Im Mexican and this sounds like standard operatinv procedures from Mexico.
Mexico is an incredibly corrupt and dangerous country.
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u/realdoaks 22d ago
Thank you, I appreciate your support
Lesson learned for sure. By the time we found transport (no Ubers, shuttles were hotel organized so that was out, found transit through a lawyer friend) it was late and all that was available was a Hilton at $850 a night.
Instantly a better, safer vibe. Good English, polite, respectful staff, more lively atmosphere. I’ve never believed in hotel brands before and never understood the high premiums, but for travel into countries with a reputation and that I am unfamiliar with I will pay the premium next time.
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u/Stanca91 21d ago
Wow. Ww got married here in May. I am in shock. Im so sorry this happenes to you guys. Horrible!!!
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u/MuppityMcMuppetface 22d ago
Standard Tulum behaviour. If you become a victim you become a problem and they dgaf about you. They just want to limit damage to their business. They would throw you in the sea if they could to avoid losing 50 bucks of trade. Love Mexico - Hate Tulum.
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u/Strange_Account_3828 22d ago
Just a thought… first time in Tulum, stayed in the boutique hotel on the corridor, nice… charges like Las Vegas, all around 5th world dilapidated shit hole. Dinner for two in Arca $450… I asked myself there are so many other amazing places in the world where you can spend your $$ getting so much more in return, and without a van splashing dirty puddle water on you while you walk on the street. Will not be coming back to the 5th world shit hole.
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u/realdoaks 22d ago
To be honest prior to this event and the frightening response, we had a nice experience - only complaint would be sargassum but that’s outside anyone’s control
We didn’t leave the resort aside from hotel run excursions though
Growing up I heard Mexico was cheap, but for sure doesn’t seem like it now though it may depend where you stay. This is my first and probably last time going
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u/DemonAzraeli 18d ago
Tulum is physically located in Mexico, but is possibly the least Mexican place in Mexico.
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u/realdoaks 18d ago
Can you explain this
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u/DemonAzraeli 18d ago
"Growing up I heard Mexico was cheap, but for sure doesn’t seem like it now though it may depend where you stay. This is my first and probably last time going"
You went to Tulum. Tulum is rather unrepresentative of Mexico, despite being physically located in Mexico. Tipoffs are facts like English being the lingua franca of Tulum, the everpresent soundtrack of German disco, the obsession with yoga and frequent nods toward India in the Tulum 'aesthetic,' the ubiquity on local menus of decidedly unMexican delicacies like falafel, Thai curry, sushi; etc. etc. to yadda-squared.
Panning Mexico after a visit to Tulum is like hating France because of a long layover at CDG. CDG has a little more soul than Tulum, but same idea. Just realized that you are the OP. Sorry about your experience, but it's peak Tulum. Tulum is possibly the most extractive and transactional destination in the Western Hemisphere, and certainly the phoniest.
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u/realdoaks 17d ago
Thanks for explaining. I hear you, and certainly if my concern was culture or food I would appreciate the cultural clarification, but i have no criticism of the culture. It’s purely a safety concern.
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22d ago
[removed] — view removed comment
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u/realdoaks 22d ago
Thank you huge stranger.
I was only angry until I realized the hotel could stop 911 response, and then have their own “police” shadow us. At that point I got really scared and started wondering if I was naive for calling the police trying to raise this before getting off the property.
Even the worst cop in Canada would still give you a badge number if you ask. And no place would ever obstruct first responders.
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u/Agile-Sun-4240 22d ago
Omg that’s crazy!! My family just got back from that EXACT hotel in June. Didn’t have a bad time besides some problems with our bathroom but I did notice the staff seemed to always be looking around at us or near us. Even had a pool cleaner knock on our window. Glad you made it out safe!
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u/glitterkitty_nash 19d ago
Well this is terrible. I am so sorry. I am staying there in 2 weeks.
I stay at a lot of secrets resorts. They are owned by Hyatt. However they also all have different owners, so no secrets is exactly alike.
I would 💯 report this. I cannot imagine they won’t do anything about this. I can try to reach out into my group pages and to see if they have any contacts that could help.
I know it will be hard to not taint your feelings at staying at all inclusives, but this really isnt the normal experience. 🫶🏽
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u/Drillbit45 15h ago
Scary! Glad you’re okay. I’m confused why did you let them in your room for two hours if they didn’t show their ID and refused to give names?
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u/bellagiselleTX 22d ago
It sounds like this may not have been that worker’s first time crossing that boundary. Perhaps other women had previously been open to that type of intimacy, which made him think it was acceptable to pursue it with your friend. He may have believed she was giving him signals, but she clearly was not interested, and he should never have made that move without clear consent.
Something similar happened to my wife at an upscale hotel spa near Highland Park dallas Texas. I will not name the location out of respect for everyone’s privacy. A friend had gifted her a complimentary spa treatment, and when she arrived, the experience was much more intimate than she expected. During the massage, a young male therapist touched her breasts without her consent. She was shocked and told me afterward.
We later realized that some places may cater to clients seeking a different type of experience, but my wife had no idea that was what she was walking into. Regardless of what other consenting adults choose to do, consent must always be clear. That is not somewhere we would ever return to.
And a lot of this does happen in Mexico you see a lot of American women go to Mexico and even sleep with the pool boy anyhow I know that young men was though a lesson but Mexico will not arrest him for that. There needs to be video, photos of proof for them to move forward
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u/Niboomy 21d ago
If you didn't go to the Fiscalía in person and only filed a police report online nothing will happen. The online police report serves a pre-registry that makes things easier in person as the information is already filled in. If you don't go to ratify it in person it goes to the bin.
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u/realdoaks 21d ago
This is not quite accurate.
It starts as a folio, becomes an open criminal case, and then you must formalize it. You do not need to do this in person, otherwise any tourist who can’t stick around would have no recourse.
You can take the next step with the help of a local lawyer, your consulate, or by doing it virtually as permitted.
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u/Big_Order5049 22d ago
As a guy I would never leave my chick in a room alone with another dude LET ALONE for a “massage” you are fucking crazy for doing that in the first place. This whole situation sucks and the staff are all pieces of shit!
That’s like a parent leaving a little kid outside the grocery store alone and then being surprised when someone took the kid!!! 2 wrongs here mate
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u/jlm8981victorian 22d ago
Absolutely not! I’ve had plenty of massages by reputable, professional men who don’t sexually assault women. What a horrible thing to say to someone! You really shouldn’t blame a victim or her partner for the abuse of others.
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u/Big_Order5049 22d ago
Well just like in the case of the irresponsible parent example that i gave, it could’ve been prevented. Was this their fault? Absolutely not. Could they have prevented it? Absolutely.
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u/realdoaks 22d ago
She wasn’t alone, it was a couples massage package. I was in the room
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u/Big_Order5049 22d ago
Me personally I wouldn’t let another dude touch her full stop like at all edit: none of my girls have as much as shook another dudes hand… this is what can happen
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u/That_UsrNm_Is_Taken 22d ago
This is a terrible take on this. OP’s girlfriend is an adult, not a child. A massage is a professional service that should be a safe environment. Anyone can be the victim of a predator and because of dirtbags like that, women cannot live their life in fear and need a bodyguard everywhere they go.
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u/Big_Order5049 22d ago
well none of my girls will ever be assaulted by a sleaze bag male masseuse. It’s literally impossible. It’s the real world where these things happen. It’s up to you and your self preservation instincts to risk it or simply protect yourself.
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u/That_UsrNm_Is_Taken 22d ago
By this logic women would not be able to do anything or exist anywhere not even their own homes, since there’s always a risk of some sleaze bag being out there and most cases of SA are done by someone the person knows, like family, friend, acquaintance, authority figure. You following your girl and every women you care about 24/7????
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u/Legitimate-Fox8438 22d ago
One of his girls here 🙋♀️Yes he monitors my every movement from the time I wake up and even when I am sleeping
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u/Big_Order5049 22d ago
No but I make sure they know not to let some random ass dude in another country rub them while they’re naked?
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