Hilton Cancun, an All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

4958 reviews

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  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
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  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
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  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
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  Most irrespectful personal ever

  Disaster hotel, worse experience ever in south. If you want to get a chair, you have to wake up at 4am, which we did. Then someone came at 9 am to take our personal stuffs, through them on the floor, and take our chair which we just went to get a coffee. When we were back, we asked the person to leave and she made a complain against us !!! The worst part is that the hotel personal gave us warning in front of all the guests. Completely inacceptable and rude, instead of blaming the person who took our personal stuffs. I never go back again to this hotel and I strongly encourage you to reconsider this hotel.

  Dec 27, 2025
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  Hotel doesn’t meets clients needs

  Currently staying here this week 25th dec so far I can see that the hotel does not meet the clients needs, most of the restaurants in the hotel are fully booked so can’t get a reservation, impossible to get a sunbed way too many people for the amount of of beds, beach is poor and dirty, food is nice but unfortunately never hot lukewarm at best, staff are friendly and attentive, room is spacious, hotel kept very clean. Lots of walking in the hotel to and from room/reception etc wouldn’t be suitable for someone with mobility needs I don’t think. Hotel is way out on it’s own nothing close by.

  Dec 26, 2025