TripAdvisor Traveler Rating

Our stay at the Hilton Cancun started off promising, with the first few nights being quite pleasant. The resort initially seemed like a great choice for families with children, offering an array of amenities and activities that appeared family-friendly. However, this all changed drastically as the resort suddenly hosted a large group of construction workers, booking 500 rooms according to the concierge. From that point on, the resort was entirely ill-equipped to handle such a large influx of guests, and our experience quickly turned sour. First, the dining situation became untenable. We could not get a table at the buffet, and when we finally did manage to secure one, the food was unavailable. The quality of the meals declined sharply, with the food seeming rushed and thrown together, in stark contrast to the first few days of our stay when the offerings were decent. The resort clearly couldn't cope with the massive influx of people, so we ended up having to leave the property regularly to dine at local restaurants in the town, which was a major inconvenience. The resort's amenities, including the lobby, pools, bars, and restaurants, were also overcrowded and difficult to enjoy. The lobby was packed in the evenings, making it impossible to relax or sit comfortably. The pools and bars were taken over by rowdy crowds. They resembled a college spring break group, who drank excessively, smoked, and vaped everywhere. We even witnessed vaping and smoking in areas where children were playing, including around the pool and on the beach. When we brought this issue to the attention of management, particularly regarding the vaping and smoking around our children, they were completely ineffective in addressing the matter. We had the chance to meet the regional manager, "Felix", who happened to be on-site during our stay. We expressed our concerns about the chaotic environment, the lack of safety and comfort, and the need to constantly leave the resort to find peace and a safe place for our children to eat and play. Unfortunately, our concerns were met with indifference, and nothing changed. Given our experience, we cannot recommend the Hilton Cancun to families with small children. There are many other family-friendly hotels in Cancun that prioritize the safety and well-being of young guests. Hilton Cancun, unfortunately, does not meet these standards, and we will not be returning.

Overall great experience! The property is not only beautiful, but also well-maintained. The food quality was better than other comparable all-inclusive resorts I’ve been to. Do not miss out on the taco stand (w/ Israel!) at lunchtime. A special thank you to Pedro Kinil on the beach and Angel at Auma who were very personable and provided an exceptional service. Only qualm about my experience is the wait staff at Vela, who were a bit sluggish. Can confidently say that the Hilton will be my go-to resort on my next trip to Cancun.

We visited Hilton Cancún and we had a great time, beautiful place and friendly atmosphere. Shoutout to Marco and Michelle At Auma, they were amazing, Marco makes the best Serrano lime salsa ever!! My family loved the room and the views are spectacular.

Just arrived and off to an amazing start, with Max at the front desk working his magic to get us in our room before check in! The room is beautiful and the resort is spectacular! Everyone is so friendly and helpful. We can’t wait to enjoy the next three days!

This hotel is over and above spectacular! Food is amazing and the staff is super super accommodating and genuinely care that each guest has a great time! The staff, especially the food and beverage staff are off the charts above 5 stars! Daniel the hotel supervisor is so amazing and the following are above 5 stars also: Milton, Israel, Ozuna, Bernardo, Raymundo, Leslie, Ruth, Janet, Medina, Rudolpho, Cecilia, Annette, Zoe, Felipe, Abelardo, Wilberth, Monserret, Aurelio, Rafael, Mario, Abraham, and Jorge Also the entertainment team Is so fun and enjoyable especially Regina and Alejandro (Alex)