TripAdvisor Traveler Rating

Santiago and Nestor at the Enclave bar was amazing. They were very helpful and gave us excellent service.

Robin and Marcos by the pool were absolutely amazing. Great hospitality and pleasurable service. They deserve great review !

I had high expectations for Hilton Cancun Mar Caribe, but unfortunately my experience was disappointing. I specifically booked an Enclave room because of the enhanced service and concierge benefits that were advertised. Unfortunately, the concierge provided very little assistance and did not add any value to our stay. What disappointed me the most was the customer service. Throughout our stay, I felt that my family and I were treated with noticeably less warmth and respect than other guests. As a Hispanic/Latino family, it often seemed like guests who looked like foreign tourists received friendlier and more attentive service, while our interactions were met with indifference or attitude. I can't say why that was, but it was how the experience felt to us, and it left us feeling unwelcome. Another major concern was the transportation. The hotel charged us $80 round trip for a taxi to a destination only about 8 miles away, which felt extremely overpriced compared to other transportation options available in Cancun. Before arriving, I had even prepared personalized thank-you notes and tips for the staff because I wanted to recognize great service. Sadly, the level of hospitality we received did not reflect the standards I expected from a Hilton property. The hotel itself is beautiful, and the rooms were nice, but customer service is just as important as the facilities. I hope management takes guest feedback seriously and works to provide the same level of hospitality and respect to every guest, regardless of their background.

Great service perfect location . Irving and Abagail made our stay!

It is beach-front hotel. The staff are friendly. The hotel is very clean. They clean our room everyday. We had so much fun at the pool and the beach every single day. The food was okay. It is not super great but we’re not big eaters nor big drinkers of alcoholic drinks. Overall, it was a great experience. We will come back again. Thanks Hilton Mar Caribe for the memorable experience.