Hilton Cancun, an All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

5171 reviews

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  Great for business or pleasure

  I’ve stayed at the Hilton Cancun three times now, both for business and for pleasure, and it continues to impress every single visit. The service is excellent. The staff are attentive, friendly, and genuinely go out of their way to make sure everything is perfect. The resort itself is incredibly clean and well maintained. Every area, from the rooms to the common spaces, feels fresh and cared for. One thing that really stands out is the food. The quality is great, and there are noticeably more vegan options than most resorts. What impressed me even more is that the staff actually understand the ingredients and can answer questions about the dishes, which makes dining much easier if you have dietary preferences. The kids club is also fantastic. It’s very clean, well organized, and the activities are great. It’s clear the staff put real effort into creating fun experiences for the kids. Overall, it’s a consistently great experience, and it’s the reason I keep coming back. I’ve visited for both work and vacations, and I will definitely continue returning to the Hilton Cancun.

  Mar 05, 2026
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  Luxury Experience

  Hello there. I had a pleasure of staying at the Hilton Cancun last month for one week. I would have to say, this was the best eexpereince I have experienced within my travels in Mexico. The hospitaility, management, concierge service was on point. My party and I had to keep reminding ourselves that we are truly experiencing 5 star luxury treatment. The food was excellent with 5 restaurants and many other food statiosn to choose from. I love how the daily activiities within the resort brought the partcipants together.. The calendar of activiites for the adults. and children made sure there was something to do around the clock. I would highly recommend if you are looking for luxury, fun entertainment and great food. 5/5⭐️

  Mar 05, 2026
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  Overall experience

  Would definitely come back! Julian the bellman left a great first impression on this hotel, and gave us great tips to make the most out of our experience here while taking our bags to our room for us! He was truly great! Cleaning ladies were great and left the rooms extremely clean everyday, employees were very nice and hardworking, and service was great. Food was great. Gym had great equipment for a hotel. Pool was relaxing- do wish there was more music in the adults only pool! Everything was easily accessible. Overall great experience!

  Mar 04, 2026
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  What made us choose this hotel…

  Let’s start at the beginning…we travel a lot primarily for work. Once a year in January we travel solely for the benefit of qualify family time. We diligently search online for the best use of points, flight cost etc. This year we chose Cancún primarily because of a short non stop flight under $50 with Spirit Airlines. DFW-CAN Choosing which of the three AI Hilton hotels was a little harder since each had pluses and minuses like distance to airport, size of room, quality of beach, point value etc. Excluding the Tulum was easy since we didn’t want a long drive to a resort. So comparing the two remaining we chose to book the Hilton Mar Caribe at 100k points per night in the Hotel Zone for 5 nights which by using Hilton points you pay for four nights and get the fifth night free. Initially we chose it because most rooms faced the ocean and semi-circled the pool area. We were all set and then I noticed a drop in points at the Hilton AI to 80K per night. For all you Hilton members out there you know I had to switch. I knew this one did not have Enclave rooms which I was hoping we would get upgraded to at Mar Caribe. It wasn’t a guarantee just a hope as we are LTDiamond. Saving points trumps on a possible Enclave upgrade. I am very happy with the switch to Hilton AI. I was pleasantly surprised how well we were taken care of at this Hilton AI. First, we were contacted a week before we arrived that our room was upgraded to a swim up room and we could have the first night room dinner reservation booked. I believe this was because of Hilton Status. Since my husband still had to work on the trip I explained he gets calls early in the morning and goes to bed very early. I asked if we could get the dinner reservation booked for 5:30pm and although we are thankful for the upgrade a larger room where my husband could work would be preferred over the private pool. Wow, did they deliver. Our concierge, Virgilio secured dinner reservation EACH night of our stay at 5:30 pm at our preferred restaurants. After arriving and receiving our delicious welcome drink he met us and ensured our upgrade was to a two queen one bedroom which had a nice size living room, an additional half bath and a huge balcony. It was perfect! We had arrived around 10:30 am and expected to have to wait to check in later that afternoon, but with in minutes we were taking in the breath taking view from our 6th floor suite. That was only the start of the best family vacation we have ever taken. There is simply too much to write about, but EVERY member of staff work extremely hard to ensure our trip was flawless. I strive hard not to have too many family pics on social media. We took so many family pictures. I will post what I can. I want to say the day time activities staff were the best!! Funny and outgoing yet still allowing all the guest to feel relaxed. My husband and I enjoyed trying archery. I have a group shot of some of the day time activitie’s team members that still makes me smile. Diego was my favorite in that team, but they were ALL ACES!! We enjoyed playing blackjack in the pool (not real money), bingo, trivia, painting on canvas, painting on ceramic, corn hole tournaments, ping pong by the pool, volleyball in the pool, water aerobics and more. There was never pressure to join, but you absolutely enjoyed yourself if you did. The teen room was a great place to get out of the sun for our teens and it was open to families in the afternoons. I took a walk through the kids area and playground and it looked fun for the little ones too. Night time entertainment was a little different than expected. I stayed up with our two young teens. We really enjoyed the live music in the lobby and lobby terrace. Unfortunately, the evening shows in the amphitheater were (in our personal opinions) NOT family friendly. We tried a couple of nights, however the outfits and themes were more Vegas style. It would have been nice to see the Mexican culture highlighted. My mother is from Mexico and I was hoping one of the shows would be family friendly with traditional costume and dance. By the third night after arriving to the evening show, the first song started and the dancers arrived on stage my son whispered “Let’s go mom. It’s not worth it!” We ended up enjoying the live music out on the lobby terrace. My son even took me out on the dance floor. Hilton please consider: If young teens are uncomfortable setting through a show that should tell you some changes should be made. The dancers are talented. The shows just need to be more modest and appealing to ALL ages. The nights we left we were not alone. Each night we would see several families and some couples leaving. This hotel is set away from most attractions and it is beautiful to drive in passing all the mangroves. We did not plan to go off the resort nor did we take the shuttle to the hotel zone. We simply embraced all that the resort had to offer and the family time it afforded us. The meals were incredible particularly the steakhouse where we went twice. Isreal was our favorite waiter there. Our second favorite restaurant for diner was Maxal where Paulette our server was so sweet. We had originally booked Maxal for one dinner, but ended up changing our last night reservation to there again since we really enjoyed the food and atmosphere. Maxal was opened several mornings for breakfast. Each day it was opened we opted to eat there. Misael was our favorite morning server and he was a delight. The traditional breakfast and coffee was wonderful! The made to order tacos were a huge hit too. Now to the Sushi restaurant, Sunan. Sushi is one of my son’s favorite food and EVERY day he visited Sunan for lunch and took FULL advantage of the ALL YOU CAN EAT SUSHI. We have a few dietary needs (like no shrimp or shellfish) and the staff was excellent to ensure they were met. I know people worry about getting sick in Mexico due to drinking the water. The whole hotel has a filtration system. Bottle water is in your room, water bottle filling stations by the elevators, water by the pools and lobby. Of course there are plenty of drinks including fresh coconut water (small extra cost)…They were DELICIOUS! No one got sick. We made a lot of new “resort friends”. Everyone raved about the food and no one mentioned getting sick. Also, some reviews in December when people went there for the holidays meantioned how hard it is to get pool beds and we were ready to pay for a Bali bed each day, but we had no problem getting four loungers exactly where we wanted to be each day, There was a large group meeting there, but you didn’t notice any problems with over crowding. The staff work very hard and deserve every tip. We try to find a different place to visit each year for our family trip, but everyone wants to return here so we plan to go back again. Here are a couple of take aways for those trying to decide which Cancún AI to choose. This hotel beach is not big due to past hurricanes causing erosion, but it is very well maintained. You have two choices of pool experience: one with lots of activities close to restaurants, the splash park and teen room or you can relax at the chill pool with soothing music, excellent bar and the only game there is the oversized outdoor chess. You don’t get enclave but you get EXCELLENT recognition for HH loyalty. Both Mar Caribe and Hilton AI are about the same distance from the airport, but this one is very secluded in the best possible way. You go through one guard gate, then drive approximately 2 miles of a mangrove lined cobble street to the second gate and you arrive right on the water. Security is excellent at this resort. I didn’t mention much about the hotel rooms, but the pictures online are EXACTLY what you get. Nice and beautifully appointed. We will definitely return. I hope this long review helps others decide if this hotel is right for you.

  Mar 04, 2026
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  Michael Jackson show

  5- very kind and pleasant staff members.

  Mar 02, 2026