TripAdvisor Traveler Rating

Antonio at Mexal was awesome! Very attentive and went above and beyond to provide me a great experience at the restaurant.

The best part of the resort is Joshua the sommelier. He made our trip for us and is extremely knowledgeable. He ensures we had cabanas and reservations and completely took care of us.

Joel was our server and gave a phenomenal service! I would 100% recommend everyone to go to him for your next drink! He is the best mixologist!

Elvis was amazing Went above and beyond at the Steak restaurant!!! The food was excellent. We went twice during our stay

???????? Hilton Cancun – Honest Review Overall, we had a good stay with some standout positives, but there are also areas that seriously need improvement. ?? Food & Dining There are three restaurants open for breakfast. We only ate at the buffet, which had a great variety and was consistently good. Breakfast hours are excellent — there’s only a short window from 11:00 AM–12:00 PM when the breakfast venues are closed, but during that time you can still eat poolside or at the coffee shop, so food is always available. For dinner, there are three reservation-only restaurants: Mediterranean, Steakhouse (by far our favorite) Mexican Reservations are required, but the process is easy — you book online through a link, so no standing in line, which was a huge plus. There’s also an Asian restaurant poolside that does not require reservations. Lunch options were plentiful and appreciated: Main buffet, Sunan Asian, Poolside burgers & fries, Tacos at another pool. Nice variety so meals never felt repetitive. ??? Bali Beds (Major Issue) Booking Bali beds is a complete mess. The system is poorly managed. Our reserved Bali bed was given to another family, and when that was discovered, they were “sold out.” We were then offered a bed with no shade, on the back level, with no view — not comparable at all. We were left standing around for 30 minutes while staff tried to figure it out. Eventually, we gave up and went to lunch while they “sorted it out.” This process needs a much better booking and enforcement system. ?? Staff The staff were amazing across the board — friendly, helpful, and clearly doing their best despite system issues. This was one of the strongest parts of the resort. ??? Maintenance & Safety Concerns This is where things were disappointing. Although there is maintenance staff busy working! The resort isin need to TLC before it gets out of hand quickly. There are some real safety concerns! : Missing tiles in pools, Broken ledges with sharp, exposed edges, Bali beds missing sun covers. The outdoor theatre is especially concerning. It needs many repairs, and the design itself is dangerous. The uneven “artistic” steps make it very easy to misstep. During our stay, we saw three kids fall hard and one senior miss a step. This area needs urgent attention. ?? Kids & Activities The kids’ water park is Amazing — a huge highlight. Suitable for littles to pre teens. There are activities every hour for both kids and adults, which was great for keeping everyone entertained. They also have lots of sand toys available for kids, which was a nice touch. ??? Pools & Beach The beach is small, but it does have chairs and gorgeous views. The walk from pool to beach is very short. Staff were quick to clean up seaweed, which we appreciated. There isn’t a true adults-only pool. Families and kids still use it, and there are no signs, so it’s more of a suggested “quiet pool” rather than enforced. Pools were very cold — lake-cold. The “hot tubs” are really just a bit warmer then the pools more like warm tubs. There are infused water stations everywhere, which was great. The hot dog and burger stand gets huge lineups, and there is no poolside food service to chairs — drinks only. 8pm at the Theatre Entertainment: not overly flashy but Very entertaining! We didn't miss a show! Hard working performers. No sports bar or rec room for adults. If your there during a rainstorm or poor weather the only real hangout location is the lobby. It gets packed quickly. ?? Adult Beach Club The adult beach club located beside the hotel (past the Sunan restaurant) is NOT included in your resort stay. Hilton guests receive 50% off, but it still costs $50 USD per person for a day pass that includes food and drinks. ?? Location & Transportation The location is extremely convenient. The hotel is not on the Cancun hotel strip, but it is very close to the airport: 10 minutes from airport to hotel gates 5 more minutes from the gates to the front door Total: ~15 minutes Be aware: taxis will try to charge up to $100, which is outrageous. Book a shuttle instead. We used Meet2Go through Expedia and paid $26 CAD total for 2 adult. Uber details (important!): ? Uber does NOT pick up from the airport ? Uber is NOT allowed to pick you up from the Hilton ? Uber IS allowed to drop you off at the hotel I could compare this resort close to a Dreams Property. Clean! And beautifully designed. We 100% will return with our kids