TripAdvisor Traveler Rating

The property is clean, modern, and set in a quiet location just outside the busy hotel zone. The food was consistently good across all the restaurants, with plenty of variety. Rooms were spacious and comfortable. Big shoutout to Roberto by the pool—he gave us great service and made our afternoons by the water even better. Would definitely consider coming back.

The staff is what gives this hotel a high rating. They’re very accommodating, helpful and friendly. We had the best waitress and by a person getting our drinks daily, Olivia she is top-notch, friendly, outgoing, and a great asset to this company. Along with her partner Jesus. When we checked in we had Sophia, who was also top-notch helped us to get a good rate for an upgraded room. The lobby is not much to look at and several times there was very little restaurants open but we could always find food and a friendly face

Of course — here’s the final version of your review with that last detail added: ? One of the worst hotel stays I’ve had in years. From the moment we arrived, the experience was disappointing. We had reserved an oceanfront room for our anniversary, but at check-in were given a garden view instead. It took about 10 minutes of back-and-forth before I had to pull up the original reservation to prove we had booked oceanfront — only then did the front desk agree to make the change. To make matters worse, although we noted in the reservation that we were celebrating our anniversary and were even asked about it again at check-in, not a single staff member acknowledged it during our stay. Every other hotel we’ve stayed at for a special occasion has made an effort to help us feel celebrated — this one didn’t even bother with a “happy anniversary.” The staff overall was inattentive and unprofessional. At most hotels, employees honor guests by allowing them to pass first — here, we constantly had to stop and let staff pass us in the halls. On our first day, it took over 1.5 hours to get our luggage to our room. Restaurants were open on different days with no clear schedule, and when we asked staff, we got different answers every time. The buffet was repetitive with little variety, unlike other resorts that offer much better options. We complained to the concierge team about several issues — they gave us a bottle of wine, but also recorded us without asking for permission, which was incredibly inappropriate. Dining at Sunan restaurant was especially unpleasant. The staff was rude and made us feel rushed from the moment we sat down. While the hotel advertises having been remodeled, the hallways told a different story. Carpets were visibly torn and worn down. The pool was also in poor condition — tiles were literally missing and coming loose under our feet, making it feel neglected and even unsafe. Poolside service was basically nonexistent. In four full days, only one staff member asked us if we wanted anything. All in all, this was a frustrating, underwhelming experience — especially disappointing for a special occasion. We will not be returning and do not recommend it.

We will definitely go back. All of the staffs were amazing, foods were great and super clean. It is quite at night so was just perfect for our family with little kids. A big thanks to Ale, Danl, Dixie, Nath, Argentina and Rubi at the Kids Korner. They want to go back to Hilton Cancun only to see them again!

Wonderful stay, the food was great, Max was wonderful in helping with move out process! Keep up the good work ! Would love to come back in the future. The staff at the lobby bar were always so kind and entertaining! Specifically I would like give a thumbs up to Miguel, Eduardo, and Moises! We had a wonderful time and will be leaving with many happy memories.