General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler Rating2219 reviews
The Perfect Getaway
Good Day We stayed at Hilton Cancun May 28th - June 1st 2023 and would to extend our many thanks to the entire Team for a fabulous vacation experience . The entire staff in all areas were polite , courteous and amazing through our stay . The Resort is immaculate , clean , modern and the rooms are spacious , excellent layout and with spectaculars views of the Ocean We would also like to make special mention to Fatima (Front Desk Reservations ) , our first contact , she is wonderful and made the trip !! Also to Room Service Eduardo who delivered Champagne , took our picture and poured our toast (Thank you to Hilton ) And to Abel Marcel in Mexican Restaurant each morning , such a delight ,helpful and friendly Once again Thank you to all at Hilton Cancún for making our trip (Our Wedding Anniversary ) just an excellent stay in every way . Neil and Dijana
Staff made it for us!
We’re just on our way home from a week here. After reading previous reviews we ensured we had cash to tip the waiters & they do work hard so they deserve it. Pedro was stand out for us, remembered our drink & our names and made our experience perfect. We didn’t enjoy the standard buffet on the first night so we made sure we booked restaurants for the rest of our stay, used the free room service facility for breakfast & ate at the snack places for lunch so plenty ways around this. The rooms were always cleaned to a high standard & the hotel felt very secure. The sea was only clear for 2 of the days & made it perfect for swimming, the other days we just used the pool. Final thing, I’d recommend using the complementary shuttle service into the main hotel zone as taxis can be expensive, we walked round the malls then went to the beach for a few hours before getting the shuttle back!
Such a nice hotel with an incredible staff!!! From Moises/Saury in the Buffett to the team that cleans the rooms. Everyone is so nice!!! Everyone should consider staying here. The hotel has some great events and even fitness classes! The pool is massive and very clean. The food is excellent with plenty of vegetarian and vegan options.
Hilton Cancun - dining experience and service
Great stay overall. The staff is second to none, especially in their restaurants. We had an exceptional dining experience at La Luce. Kudos to David Morteo and Teresa in their service. They made our dinner evenings special! Saludos!
This hotel is beautiful but the service from some of the male staff(bartenders) were awful.Rude! the Quality of the food is mediocre. Breakfast was my favorite but dinner was disappointing.the hotel is clean and new the pool area is great. The rooms are comfy and nice and cold which is a plus with the heat of the outdoors.they did have some ac problems in the hallways and gym area. The kids loved the churro bar and the pizza! Hopefullu they can make some changes to perfect your overall experience.