Hilton Tulum Riviera Maya All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1873 reviews

• 

  Fantastic family Christmas break in the sun

  We visited the hotel over Christmas and New year as a family of 3 with a 6 year old. Overall we had a fabulous time though there are some areas the hotel could improve upon to make it even better. Positives for us were: 1. Kids club was a huge plus, our daughter simply loved being here and adored all of the staff who all knew her by name (and vice versa). Our daughter liked to spend 3 hours or so here each day as she found the pool tiring and the variety of activities meant there was always something for her to do. The facilities are also great being both spotlessly clean and bright. Our daughter loved all of the team but was particularly fond of Cristal, Angie, Karla and Angel so a massive thanks as you made her holiday. 2. The hotel entertainment options and activities were great for adults and children alike. The Christmas parade and New years eve party were brilliant but we also personally loved the sunrise yoga, the adult activities (including sip and paint and candle making) and most of the nighttime entertainment activities including the circus show and silent disco. 3. Pool facilities were great with a mix of warm and cool pools. A note however, that the splashpark is very “gravelly” - watershoes are a must for little one’s feet if they are going to properly enjoy it. The pool service was fantastic and the team really do work flat out to provide an amazing service. There are too many people to thank as we were served by different people every day but every single person was great. The only downside to the pools was the reservation of beds. We didn’t have this problem the first 4 days or so but as it got busier this happened more and it was very frustrating to see people reserving beds and not using them for hours. I think some staff facilitated this too which was disappointing. 4. The rooms were modern and spacious. There are 6 “casa’s” so the site is huge. We were in casa 6 which appeared to be the “young families” casa which I assume was because it was close to the kids club and splashpark. This was fine for us as our 6 year old liked these facilities and there was a buffet restaurant close by for breakfast. We found we could walk to the main site in less than 15 minutes. There however, are regular busses with waits of less than 2 minutes at peak times to transport to and from the main site. Some areas of improvement of which most, in my view, come down to the fact the hotel did not appear fully staffed or able to cope with “high season”: 1. We had a mixed view of the food situation. Our first impression of the hotel was really poor, after travelling for almost 18 hours we were told there were no restaurants available before 9.30pm for the full week ahead (and even then it was the Mexican restaurant only from the Tuesday onwards) as we arrived on a Sunday and the reservations for the restaurants were released on a Saturday. We were told it was because it was high season. After complaining to several people the concierge was able to help us get some booked. This is a really flawed system and the hotel needs to look at how this can be better managed. The food itself was mixed. The Teppanyaki was a brilliant experience and Omar was fantastic and made it fun even for our 6 year old, the A la carte’s were overall good with La Luce being a particular favourite. I would say they didn’t seem equipped to deal with “high season” - you often had to wait 20/30 minutes to be seated even though it was reservation only and there were numerous tables empty despite restaurants being “fully booked”. We also enjoyed the Christmas day and New Year’s eve special meals. The buffets however, were disappointing with not a lot of choice and very little options for children. We found lunchtime food options poor with very little variety or choice. Breakfast at the buffets were fine but again there is usually more options at other resorts. 2. We found housekeeping to be terrible and again we thought this was likely because they struggled to cope with high season. Our room regularly wasn’t reached until after 6pm and even when “cleaned” it was often not done properly with towels etc. sometimes not being provided. 3. The beach was small and rocky. We used it a couple of times and again water shoes are a must. Overall we liked it but it does need a good clean as particularly on the walk way between Vela Sur and the main beach there are plastic bottles everywhere. This isn’t the hotels fault as they are obviously washed ashore but I thought the hotel would have cleaned up the area given they benefit from the beach. 4. The prices in the resort shops were extortionate, examples included $60 for an inflatable ring, $20 for a small ball. It was extreme even for a resort. Overall, we had a fantastic time and a very enjoyable Christmas and New year. The hotel is catered for all ages and there is something for all ages to do.

  Jan 03, 2026
• 

  Nice vacation

  Rooms new cleaning every day. Pools around the property. Friendly staff Menu is n restaurant excellent Activity for kitchen Thank you

  Jan 02, 2026
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  Relaxing and family oriented resort!

  We loved our family vacation at this Tulum Hilton resort!! Our building had a beautiful waterfront view, despite the pool in front of us being closed for construction. We were close to all the restaurants and a buffet. Our favorite restaurants were Italian and Mediterranean! A lot of people praised the Asian restaurant, but sushi were not of best quality. Perhaps we are spoiled coming from Boston area, but they could improve on portion sizes and presentation. We enjoyed the night entertainment, with every night they offered something different! They had neon face painting for kids and adults and then dancing for everyone. They also had acrobats and aerial gymnasts that gave a beautiful performance! Another night was dedicated to Disney themed show that our kids loved. The best part was their super friendly staff at the kids club. Our younger daughter especially enjoyed their activities there, including tie dye shirt they've made. Our 11 year old was a bit bored, but they tried their best. Her favorite was air hockey, ping pong and Xboxes but those were only open during family time. They also have a nice ice cream shop just around the corner! Pool time was great too, they had multiple games ongoing for both kids and adults. In addition, we managed to visit the Xcaret park, which was pretty nice, including the night show at the stadium (the highlight of our trip)!! Highly recommend it! A few things to improve would be at the front desk. It was really hard to understand some of the staff members during check-in. Providing brochures in English would have been better at that point. It took us some time to figure out that back of the bracelets had a QR code with all the needed event schedules and other useful info. Restaurants needed to be prebooked ahead of time but their concierge was only open until 5 pm. And we checked in much later than that. We learned later that by dialing 0 inside the hotel room we could make all the reservations. Again, knowing this ahead of time would have been better. Otherwise no complaints, great place, good food and drinks. We cannot wait to come back again!

  Dec 31, 2025
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  Amazing view of the beach the rooms where nice the hotel was new it’s all exclusive

  The hotel was new and nice plus it’s exclusive but the beach size is small and thin. The rooms were nice and they were amazing. I liked it

  Dec 30, 2025
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  Nice enough but would not return.

  We stayed at the Hilton Tulum for 11 nights over the Christmas break. It was a lovely holiday - I mean we were in the sunshine, the beach area was gorgeous and the staff were mainly great. For me, I wouldn't count it as a luxury experience - the rooms were nice and a good size. Housekeeping was hit and miss, some days we got new towels and mini bar topped up, other days we didn't. When we arrived, the resort wasn't at full capacity and so we noticed a distinct fall in service and food quality once it got busier. When busy it was almost impossible to get restaurant reservations and generally big queues to get into the buffet and restaurants (despite there being lots of empty tables once in!). From someone who works in hospitality, they showed a real lack of management. Christmas eve we had to wait 45 mins to be seated for our reservation and the hostess in Auma put us off going back there again. La Luce felt like a canteen with lots of noisy children rather than 'elevated dining'. Terrible food also. Noriku was our definite favourite and the Lobby Bar was nice. Half way through the holiday, we became very bored of the food options. The pool areas were all very noisy - appreciate it was the holiday season so a lot of children and activities but if you are after a chilled time, this might not be for you!

  Dec 30, 2025