Hilton Cancun, an All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

4958 reviews

• 

  Nice hotel with great staff

  The hotel is close to the airport, which is nice, so you can start your vacation pretty quickly once you leave the hustle and bustle of the airport shuttles and taxis. The staff at the front desk for check-in were very kind despite being extremely busy. I did not take the upgrade that was offered in the app because I thought I may have a chance of being upgraded on site. NOTE: that was a bad idea! As a lowly Gold Hilton honors member AND it being busy season, they were unable to even offer me a paid upgrade once I checked in. It was a little frustrating because their website still showed availability; however, multiple staff members tried and they told me that the Hilton website does not sync to their system properly. I was quite disappointed because although I purposely booked the sunset view room, I was on the first floor and only had a view of concrete. No sunset :-(. Also, although the hotel is kind of new, there was some wear and tear on the furniture already. Despite that, every person that I came in contact with was nice, professional, and willing to help. That is truly what is most important. Thankfully, I was able to secure a reservation for one of the restaurants once I checked in and didn’t have to wait in the line for dining reservations, which was also long. I just came from dinner tonight and Paulette was my server. She was personable and helpful with suggesting items on the menu she thought I may like. We even discussed our love of books! Paulette made my quick trip so much better.

  Dec 28, 2025
• 

  Hotel looks great, but disappointing!

  Currently here on 4 night out of 11 nights. Here with family 2 infant and toddler Whilst the hotel looks impressive, it lacks everything else. we booked going by the reviews and are so dissatisfied with our choice. First of all, the pool. Seems to be over occupied. Its a fight for the beds everyone taking towels the night before and placing the hem out by 6am that there is no space. Introduced a removal rule today where they are removing belongings after 30 mins which is fine but also not great as you cant enjoy a lunch and return to your bed, to find everything has been removed, and then belongings mixed with other peoples. Pool is cold - babies shivering after coming out. Staff - understaffed whilst helpful you have your dinner without a drink, Food is running out and not replenished quick enough. Food - was really looking forward to flavourful food - its plain as it gets, and they offer sauces at the most. A la carte restaurants need booking but by time you wait inthe queue its all booked up. Again food lacks any taste. We are yet to spend new years here and we are not expecting much. To spend over $20k for our family we feel really frustrated. Management apologise but no action of fixes in place to make our stay q little better

  Dec 28, 2025
• 

  There are better options

  This is my 4th and likely last stay at this resort. Each year, things get a little worse. This year, there were some major frustrations. 1) Towels - there were none by the main pool/kids splash pad area for most of the day after around 10 AM. I understand that finding a chair is often challenging but finding towels should not be. 2) Water: There are no longer water bottles available and the hotel rations the cans of water. Room service limits orders to 2 waters per order and only 6 bottles are allowed to be replenished per day with the minibar -- even if i decline all other drinks (soda/beer/juice) 3) The pool used to be heated. Last year, warm water came out of the pool jets. This year, the pool was ice cold and the jets that are typical in every pool that push in new filtered water weren't even on. It leads me to believe its either broken or management has elected to remove any heating as cost saving measures 4) 30% of the splash pad area water things are broken. A lot of the ground is broken and have been covered by rubber pads -- but not all of the broken areas. There were areas left of the open slides that had broken ground that will hurt a kids foot 5) Everything seems understaffed except the front desk - There's no longer a lifeguard making sure kids are following the rules of the splash pad area, which means older kids are climbing up slides, etc making it unsafe for smaller kids - At restaurants, the waiters are kind but are literally walking away while you're trying to order something because they need to attend to another table. Example, at the steakhouse on our last night, my mom's water glass was never filled. After trying several times to get water, I took her glass and went to the lobby bar to fill it up at the refreshment station. 6) The wifi is very slow -- even the Diamond wifi. Overall, compared to other properties in Cancun, the experience was very poor. Overall, the experience was disappointing and far below other Cancun resorts. I shouldn't have to fight for towels and water.

  Dec 27, 2025
• 

  The WORST hotel we have ever stayed in!!!!!

  We are currently staying here and have a few days left and in our 40 years of travelling, this is hands down the worst resort we have ever stayed in. The hygiene is very poor; the food is horrendous. The same utensils are used for both vegetarian and meat dishes. The staff are possibly the rudest staff we’ve ever experienced within a resort. The entertainment is always cancelled / never happens - there is no evening entertainment whatsoever. This is even highlighted by the singer cancelling on Christmas Day. We have had countless problems daily since arriving here nearly 2 weeks ago and we are continuously ignored. People that we have spoken to whilst being here have gone as far as moving their flight forward to leave the resort sooner. There is 1 shuttle of 16 people that leaves 3 times a day for the entire resort. Sunbeds are never available. Room service takes a minimum of 1.5 hours. Toiletries in the room are never replenished and cups used in the room are left, unwashed. All towels have marks on. This is more like a 2* hotel as a maximum. When going for drinks/food, they question why you’re ordering so much and stop you from taking it, even though it’s an all inclusive. Christmas dinner was not advertised as an extra cost. Our best days here have been the days we spent outside the resort. They have way too many people to accommodate the facilities provided here, highlighted by the fact that dinner was served in the lift lobby corridor and they had run out of tea bags and shower gel. Do NOT come here!!!!!!

  Dec 27, 2025
• 

  Terrible value for the price

  It’s day 2 of staying here for me and my family, and I have thoughts. The rooms are nice, but the pools are very small and extremely crowded. There are no chairs available unless you save them at 6:30 or 7am (say goodbye to sleeping in on vacation). Also, I’ve been to 3 resorts in Cancun and 4 others in Mexico over the last 3 years. In all confidence I can say this is the absolute worst service I have ever experienced in Mexico. Our flight was delayed, so we got to the resort a couple hours late. It was several hours after checkout. There was no room available, so we waited while they cleaned the room. This was for a pre-existing reservation. I’ve never once been helped at the buffet restaurant. On the pool deck, not a soul has come and tried to help order drinks or food. It’s really disheartening, because this is a fairly expensive hotel, and honestly, I would’ve been better served to have gone to a less highly rated hotel with less food options, but that actually had some customer service and pool space. Absolutely would not stay here again, and I’m tempted to spend the rest of my vacation at another resort. Waste of a lot of money.

  Dec 27, 2025