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 Rating1648 reviews
A Place to Relax
This is a very nice & new hotel. The location is remote compared to the main hotel zone in Cancun or Playa Del Carmen. The distance from the airport is great. The hotel employees are consistently great. Check-in went smoothly for us. The Hotel is relatively new (opened during Covid) and next door to the Waldorf Astoria which opened in November 2022. You have access to the Spa Services at the WA. Having read many of other reviews prior to arriving - we were very happy with the Resort. The beach is narrow and has some daily accumulation of seaweed, which is being raked up by a team of workers. The stretch of beach(from Cancun to Tulum) facing East is subject to wave action for the whole coastal area. Erosion control will be a longterm concern due to the proximity of the hotels to the beach. The quality of the food is very good for an all inclusive resort.. Many seafood offerings are especially good - from Red Snapper @ Maxal, Salmon @ Il Luce, Tuna @Auma - and numerous on the Vela Buffet. Also, great Ceviche at lunch time. Pizza ovens are located in IL Luce & the Lobby market cafe. La Churreria is great for a daily Churro & Ice Cream. There were many families with young children and the resort has one of the best pool/play areas for these families. The employees were all very good. Very engaged with guests and very nice. I think that most all work six days a week, with one day off. It is also important to tip! A few dollars go a long way!
Excellent facilities, brand new hotel. Only exception is the pool tiles that are failing after only 2 years. Food is excellent in all restaurants. Great service. Only drawback is the beach. If you are an ocean person such as myself this hotel is not the right option. You will spend most of your time in the pool since water is murky and seaweed is everywhere. That being said the pools are gorgeous and right next to the beach with amazing views.
My party visited this resort to celebrate a birthday and we all could not have been happier with our experience. Service was top-notch, the food was very good (especially for an all-inclusive), the room and facilities were immaculate, and we enjoyed all the amenities. This resort is very family friendly (we had a toddler with us). We stayed 5 days and 4 nights and that was the perfect amount of time for this resort to experience all amenities. Gorgeous views! The beach isn't the best, but for a quick walk to dip your toes or watch the waves while sipping on a margarita from your chair, it's fine. No complaints!
Chef Charlie the best!
Chef Charlie who helped us out with our kosher food was the best!!!! Thank you so much everything was great! He helped us with everything we needed and was super nice and easy to communicate with! We had a great experience
Pedro is the man !!! He went well above and beyond to make my wife's birthday a very special day for Her ! He was outstanding in every thing he did we truly appreciate him the hilton was great food was a 9 out fo 10 we will come back for Pedro thank you Pedro/ hilton