Hilton Cancun, an All-Inclusive Resort reviews

TripAdvisor Traveler Rating

4.5 Excellent

  • Cleanliness 4.5
  • Location 4.0
  • Rooms 4.5
  • Service 4.5
  • Value 4.5

1655 TripAdvisor reviews

TripAdvisor users rated this property 4 out of 5

Amazing service- especially Eugene!

Renee H on Feb 04, 2023

We had a great experience . Eugene was the most amazing waiter. He served us by the pool, and went above and beyond! He made sure our family was good as often as he could! He was friendly, and professional and just on top of everything. We ordered a lot of drinks and he never messed up and order and got it out to us asap. He was the best! Food in general could have been better, but the service was amazing everywhere we went! The kids activities were awesome for our little boy. But they had no kids food. No fries nuggets etc. our son ate fruit the entire time that would be my only recommendation

TripAdvisor users rated this property 4 out of 5

Great resort with some cons

Travelfamily1244 (Naples, Florida) on Feb 04, 2023

We had a 7 night stay at the resort!! We had so many pros and some cons. The pros were the excellent service with the staff and the food! Jorge Dominquez and Felipe at the Mexican breakfast buffet went above and beyond. We had a 3 year old and the activities for them were amazing, definitely the best kid friendly resort. Cons were a group coming in taking most of the resort who were rude to the families enjoying their vacation. I felt like the resort should notify families before booking. A lot of sections were blocked off because of this. Another con was the young lady at the kids corner Saturday 11am Jan 4th 2023 long back hair. Checking in families. She was hiding her name tag with her hair. She didn’t say hello just a no families until 1-2 only allowing this because it’s raining comment with an attitude. I was talking to another family and they expressed how rude she was with them as well. She grabbed my sons hand who was in view from me and told me I had to watch him. He was literally inches away from me. Honestly, the resort was amazing we just had a bad experience the last day because the lady at the kids corner didn’t feel like doing her job and having an overflow of toddlers while it was raining. ¡Tuvimos una estadía de 7 noches en el resort! Tuvimos tantos pros y algunos contras. Las ventajas fueron el excelente servicio con el personal y la comida. Jorge Domínquez y Felipe en el buffet de desayuno mexicano fueron más allá. Tuvimos un niño de 3 años y las actividades para ellos fueron increíbles, definitivamente el mejor resort para niños. Los contras fueron un grupo que llegó tomando la mayor parte del complejo que fue grosero con las familias que disfrutaban de sus vacaciones. Sentí que el complejo debería notificar a las familias antes de reservar. Muchas secciones fueron bloqueadas debido a esto. Otra estafa fue la joven en el rincón de los niños el sábado 11 a.m. 4 de enero de 2023 cabello largo hacia atrás. Comprobación de familias. Ella estaba escondiendo su etiqueta de nombre con su cabello. Ella no dijo hola solo sin familias hasta 1-2 solo permitiendo esto porque está lloviendo comentarios con actitud. Estaba hablando con otra familia y también expresaron lo grosera que fue con ellos. Agarró la mano de mi hijo que estaba a la vista de mí y me dijo que tenía que vigilarlo. Estaba literalmente a centímetros de mí. Honestamente, el complejo fue increíble, solo tuvimos una mala experiencia el último día porque la señora en el rincón de los niños no tenía ganas de hacer su trabajo y tenía un desbordamiento de niños pequeños mientras llovía

TripAdvisor users rated this property 5 out of 5

Great place!

John F on Feb 03, 2023

Our trip is amazing!! We have had a great time here and plan on returning asap! Great staff like Alex Novoa at the pool made this so much fun! Definitely suggest a stay here. We will be coming back with the family.

TripAdvisor users rated this property 5 out of 5

Great resort!! 5 stars!!

Jared W on Feb 02, 2023

Enjoyed our 7 night stay ! Went here with my wife, had an amazing time. From the bellman, to the reception, to the bartenders and servers by the pool , big shout out to Eduardo, Israel, for taking care of us. Jorge the massage therapist , best massage ever, fixed me and my wife's pain. Also the ceviche senoras and taco and burger ladies Karen, Candy, Patty. And the excursion guys made us feel very welcome . The food was great, the resort is a bit smaller but the service and atmosphere made up for it. 5 stars would highly reccomend !

TripAdvisor users rated this property 1 out of 5

Worst Hotel I've Stayed At In 20 Years

pilot10011 on Feb 02, 2023

I am a Hilton Diamond Member. For the last 25 years, I've spent over half the year in hotels all over the world. This hotel stay was among my top 3 worst ever. This hotel, while it's called a Hilton, does not understand any of Hilton's terms and conditions for Diamond Members. Here is a quick overview of my stay. Check-In: The check-in process took 25 minutes. They refused honor my Diamond benefits to upgrade me to a one-bedroom suite even though one was available for the entire stay. The front desk person and manager fed me all sorts of LIES as to why they wouldn’t. They were even so bold to say they’d do it, but for $400 a night. Not once did they say ‘welcome to Hilton’ or ‘thank you for being a diamond member.’ When I got to my room, I called the diamond desk. They confirmed the hotel was completely wrong in what they did. They even called the hotel to explain things, but the hotel refused to comply with Hilton’s terms and conditions. Room: The walls had black marks and several painted patches that were clearly. The couch had a cheap cover on it to hide stains. The bathroom walls were glass and the sliding door wouldn’t move. Thankfully the toilet and shower were behind frosted doors, but the lights for them were the same as the lights for the entire bathroom. So, if you want light in the bathroom in the middle of the night, you have to illuminate the entire hotel room. The walls were also paper thin. I could hear things from several rooms/floors away. Beach: To get to the beach you had to walk down wooden sidewalk. These ended with about a 3 foot drop to the beach. Several had huge holes around them that were clearly a safety issue. Thankfully one was taped off because of HUGE holes and pipes sticking up. Once you got to the beach, it and the water were covered in seaweed. There were workers with rakes and wheel barrels working a losing battle the entire day trying to pick up seaweed. The beach itself was also half rock and had a surprising amount of trash on it. I saw far more trash than sea shells. Lifeguards spent 99% of their time on their phones and not watching the water. Hotel Facilities: The carpets in hallways were bunched up and had gaps at the seams. The elevators were poorly lit and only half of them worked. The pool deck steps had anti-skid tape pealing on them. The pool steps had no markings and everything blended together. People were falling when going in and hitting their toes when coming out. There were also tons of pool tiles missing exposing sharp edges. The only hotel activities were for kids. Food and Service: Food quality was far subpar for a 5-star hotel. Their nicest restaurant was a steak house that served me the worse steak I’ve ever had. Often, food came out cold. Their fix was to microwave it instead of remaking it. Room service always showed up 40-60 minutes late and the order was often wrong. Even though the hotel was all inclusive, the servers would constantly ask for tips or not even come over unless you held up money. Besides one minifridge refill, we received no housekeeping or fridge refills. I sent the hotel texts, called them, and would even stop at housekeepers in the halls asking for them to service our room. Nothing happened. The employees didn’t even apologize for it not being done. By the end of our stay, we had mold growing on the food left on our room service plates. This is a Hilton 5-star resort. The customer service was downright horrible, the food quality was subpar, and the facilities were in disrepair. It was an absolute horrible experience.

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