Hilton Cancun, an All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

4958 reviews

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  Unremarkably mediocre, not what I expected from a Hilton. The hotel seemed very understaffed for the number of guests.

  Check-in/check-out The check-in process was extremely slow; there was only one person working the desk with people waiting in line. Took about 15 minutes per room. Room, housekeeping, minibar The room was quite nicely finished, but was challenging for us travelling with kids. The bathroom was a “fishbowl” design, so turning a light on there shone through the glass into the room. There was no clothesline in the shower, and it was surprisingly difficult to attach one outside. Bring paracord. The housekeeping was sub-par and inconsistent. Didn’t turnover our room one day, varying number of towels (we started with 2 for a family of four). Tried leaving notes with money, notes without money, telling the staff directly, calling guest services. They always ended up fixing it for that day, and then forgetting the entire conversation by the next day. We were literally hoarding towels because once we came back from the pool at the end of the day we needed to shower the kids quickly and get ready for dinner. The minibar was well served after leaving a note the first day with a tip. Common areas and bathrooms The general flow of the resort made sense after a day or so, figuring out the best way to get to the pool and our rooms bypassing the busy lobby area. The room direction signs aren’t consistently at each intersection and you’ll probably make a wrong turn the first few times. The public bathrooms were barely serviceable—consistently empty soap dispensers, loose faucets and door handles, empty towel dispensers. You could usually manage in each washroom by finding the one that works, but it’s just a disappointment. Some restaurants had little bathrooms inside; these were the worst of the bunch. The pool ones were in the middle. Best public bathrooms are in the conference centre side of the hotel. Restaurants Most restaurants require a reservation, but we were a larger party so couldn’t do it through the app. We needed to line up every other morning at 7 am at the “experience desk” to make that reservation. They only did the day of and next day. The food was varied and good, but the service was consistently sub-par (exception—Auma steakhouse, see below). If you showed up at odd hours or late in the evening to the buffet, expect to find certain items empty and very slow to restock. One night I was seated at a table in the buffet that hadn’t been cleaned from the last person there. The wait staff was generally friendly, but rarely proactive. Expect to wait a long time for drinks to arrive depending on the time of day. The standout exception was the Auma steakhouse. They had excellent service, superb wait staff, anticipating our needs, and was an amazing experience from start to finish. Pool and beach area We spent most of our time at the south pool (family “loud” pool and splash pad). The pool itself is in need of maintenance—I found half a dozen loose tiles myself at the bottom, lots of sharp edges, changes in depth (including stairs) that are not well marked and easy for kids to fall off of. The railing by the stairs was loose. The lifeguards were generally attentive but I kept a close eye on my kids. (Note: bring your own PFDs; the hotel doesn’t supply any.) The beach was quite small compared to further North in the hotel zone, but still fun for the kids to play in. The water wasn’t clear at all, but this could be seasonal. There was a single foot wash station for the entire beach and it wasn’t well set up. You need to push the faucet button every few seconds. The station was on a platform, but it wasn’t designed for the sand to run off, so even after washing you’re still stepping through sand to get back. I’ve seen better designs at other hotels (such as long troughs with circulating water). It was very difficult to get pool chairs. We sent one of our party down each day around 7 am to reserve a few, and that person missed breakfast with the rest of us. We saw a fight nearly break out a few times over chairs. Good luck with towels. The pool had a restaurant at lunch time with some staples, but the line gets very long very fast. Expect to wait 15-20 minutes to order your food. Once you get to the front of the line, they were very quick and nice. The two bars that served the pool area had on and off lines throughout the day, but they never added staff to respond to a big lineup. A bit of inconsistency with the drinks depending on who was making them, but overall once you got to the front of the line it was good service. I saw lots of wastage, and often asked them to just give me whatever was in the blender instead of throwing it out. I think this could help with the lines too—“I’ve got extra available, who wants it?” There were two water stations, but at least one frequently ran out of cups or was empty. Finally, the smoking area was next to a kid’s playground and the smoke was often noticeable in the pool area, carried by the wind. Kids’ Corner Each of our kids took a turn going for an hour or so during our stay. It was nicely run, with a clear schedule and the staff always made sure to let you know the pickup times. Expect a lineup when dropping off, and they were consistently full during the day (so get in line for when they open). Snack bar (churros & ice cream) Conveniently (or not) located right next to the Kids’ Corner, they had churros and ice cream available for most of the day and evening. The ice cream wasn’t self serve, and with only one staff member, there were some long lines at different times. Wi-Fi Inconsistent performance, frequent dropped connections. Seemed to be undersized for the capacity demand. The cell service on AT&T and TELCEL were also inconsistent.

  Dec 29, 2025
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  Great Holiday Vacation with the Family at Hilton Cancun

  We just stayed at Hilton Cancun for a week and flew home right before Christmas. Overall, we were genuinely impressed, and what made the trip stand out most was the staff. Everyone went out of their way to make our stay memorable. The bartenders were outstanding. Joel is a true master mixologist who can make anything your heart desires. Gabriel, Emiliano, and Guillermo were friendly, professional, and funny, and they consistently made sure we had what we needed all week. Restaurant reservations were not nearly as difficult as some reviews make them sound, as long as you plan a little. We had good success booking at the reservation desk up to three days in advance. Going in the morning helped, and the concierge can also assist. We upgraded to a two bedroom suite, and it was absolutely worth it for a family of four. The space and layout were exactly what we needed and made the week far more comfortable. At dinner, Joshua, the sommelier, was a highlight. He gave great recommendations at very reasonable prices. If you like a nice cab, ask for the Elite Nebbiolo. It was excellent. No resort is perfect, and there are a couple small areas to improve. It would be great to see shower essentials consistently topped off, and we had one concierge mix up where an anniversary bottle of wine was sent to the wrong room. That said, these were minor and did not take away from an otherwise fantastic stay. One last note. The beach is not the longest stretch, but it is absolutely a real beach. Anyone saying there is no beach at all is being unfair. We left very satisfied, and this is honestly one of the best all inclusive resorts we have been to. I would recommend it, and we would return. Also, please consider tipping the staff who work hard every day to elevate your experience. If you can budget for a stay here, you can budget to show appreciation for the people making it special. If you decide to stay, I hope you enjoy it as much as we did.

  Dec 29, 2025
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  It's a NO for Hilton Cancun

  Beautiful hotel, great food, great drinks with friendly staff. The reason I gave it a 1 is that the staff make it so stressful with taking your chairs and personal items as soon as you get up to go to bar, bathroom etc... this creates big fights with the guest thinking that they stole their chairs and belongings. There are not enough chairs or towel and we witness staff being paid by guests at night to rsvp chairs early morning hours. By 6:30 am there are no more chairs. The lack of chairs, towels and the staff taking belonging is creating absolute chaos. They make you call your family to come back to their chairs otherwise they take everything... it's an absolute gong show. About 10% of chairs and beds need to be rsvp for about $250 Canadian. Even then the staff get paid and they take the chairs and then staff says we can't do anything because other guest took them. Do not come here to relax extremely hostile and stressful environment. Not a 5 star or worth your money. Greedy hotel that over books and can NOT accommodate guests. Shame on you Hilton!!

  Dec 29, 2025
• 

  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
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  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