TripAdvisor Traveler Rating

Izbeth and Shayla did amazing! My fiancé and I both got massages and facials. The entire spa was very relaxing and beautiful. All workers were extremely nice. We had a great experience.

BE CAREFUL with restaurant reservations - especially for enclave members. The entire process is very shady. The first day we checked in at 2pm and they told us we can only reserve dining for that day and the next day. We were told we couldn’t get any reservation before 9pm unless we paid for the speciality item of lobster and a bottle of wine. We ended up paying $152 total for the lobster, which was teeny tiny and overcooked, and overpriced wine, JUST so that we could get dinner. In order to make reservations, guests are required to go in person to a desk at the lobby. That day, the lady told us if we wanted to get a regular dinner reservation time (before 9pm), we had to come back the next day and line up at the desk at 8 AM, waiting for the reservation desk to open at 9AM. That was the FIRST narrative we received. The next day, I asked my husband to go to the line at 8am. The whole ordeal was completely disorganized and chaotic. At 9am, after standing there for one hour, the desk opened and all the people sitting on the couches around the desk rushed forward in front of my husband. Astonishingly disorganized. He ended up waiting for another half hour. When he finally got to speak with the lady at the desk, he was told, “No, you can’t make any reservation because it’s Christmas Eve.” This was after 1.5 hours of waiting. This directly contradicted what the lady told us THE DAY BEFORE. He called me and I came over to the desk where I repeated that I was told if I came and lined up at 8am I would be able to get a reservation. The lady still refused to give us one. As a Hilton Diamond member who paid additional for the Enclave experience, I was flabbergasted and disappointed by the dishonesty and disorganization. At this point, I directly contacted the Hilton Diamond member hotline and put them on speaker. The lady’s demeanor and attitude completely changed. She quickly agreed to let us make reservations for the rest of our stay (3 dinner reservations). Keep in mind, these reservations had been available all along. Hilton Mar Caribe just wants to nickel and dime every customer. At this point I had also asked to speak with the manager. When she came, she immediately apologized for the inconsistency and offered my family a cabana but we opted for a spa experience instead. By the time the whole thing was over, it was already 11am and I had not had anything. This was supposed to be a relaxing holiday but the whole reservation process was stressful and a waste of time. Even after managing to get our Christmas Eve reservation at the steakhouse, the restaurant itself turned out to be a whole other disappointment. When we got there, my daughter went to the front desk to inquire if we could sit inside instead of outside as she was sick and just recovered from a fever. The lady at the front desk abruptly said no, even though many tables appeared available inside. When we got seated, they mistook us for another party who had in fact paid extra for specialty items (they were going over what we pre-ordered with us). When they realized we weren’t that party and had not preordered anything, they moved us to a different table. Previously we were at a round table with four chairs. They proceeded to move us to two round tables pushed together, with two people seated at each end. Clearly we were not treated with the same respect as we had not spent extra money. The whole thing is a money grab. The food itself was utterly disappointing. Just meat slapped on a plate, no presentation effort put into it. A rack of three ribs just sitting alone on a plate. In fact, if you don’t pay extra, there are NO steak options at the STEAKHOUSE. Our Christmas Eve dinner was a joke. The only saving grace for Christmas was when we went to the buffet after the unfulfilling steakhouse meal. The whole place was very festive and filled with a diverse array of local Mexican food as well as other options. The waiters were MUCH more enthusiastic and kind than the ones at the steakhouse. As for a more general review of our experience, I will point out that the Enclave lounge was quite nice. The mixologists were pretty skilled and we enjoyed the drinks and peaceful atmosphere. The beach was also beautiful. The free spa experience we got as an apology for the reservation situation was also nice. However, the room itself was also disappointing. Don’t expect your cups and mugs to be changed during your visit. In fact, when we arrived, there was a clear lipstick imprint on one of the glasses which I had to call to get replaced. Cleaning felt random and the bathroom was left with a suspicious pile of what looked like cleaning liquid just sitting there. The whole hotel feels mismanaged and inconsistent. Lower your expectations and know that you have to fight to get fair treatment. Remember that Enclave and being a diamond member mean nothing here. I certainly learned that the hard way.

Beautiful all-inclusive relaxing resort! So refreshing and clean! Great staff and food! One of the best beaches we have ever been to! Very safe feeling on the resort! Leo helped Make our trip fun and memorable! Oscar and the rest of the entertainment crew are fun and get everyone involved with activities for all ages!

The spa employees were very kind and helpful! Leiser read the intake paperwork and completed the service as requested!

This was a great experience. Totally recommend enclave and beach front if you can afford it. Visited with my adult daughters for a week at Christmas. Weather was perfect. Water was perfect. Accommodations were perfect. It is a great place for families with kids of all ages. Most of the entertainment is in the center of the complex so it is quite loud until about 11pm each night so if you are early to bed that may be an issue. Every staff member goes out of their way to ensure your visit is the best it can be. Many thanks to the enclave staff, Janeth and Adam at the spa, Kevin and his crew on the pool deck, Eduardo, Yessica, Christopher, and Enoc in the buffet restaurant. The medical staff is great if you have a scrape that needs attention. Tropical Elite Transportation was a well-oiled machine getting us to and from the airport. Steak Restaurant 10/10; Italian 6/10.