Hilton Tulum Riviera Maya All-Inclusive Resort

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1853 reviews

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  Garden view room there is no garden just a load of bushes and the road on the other side

  I am disappointed with the amount of money I paid to stay in a five star hotel they want me to make my own bed. You have to call them to get clean towels and to get your room cleaned. At this time of year very busy restaurants booked till 9 / 10 at night and food consistently cold. If you are in casa 6 you are miles from the activities you may as well be on another planet it is a big unwieldy resort Concierge and front of house staff unhelpful and told me to speak to my agent when I tried to get help on the first night. You arrive with no help to get your bearings not friendly at all.

  Dec 22, 2025
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  ​✨ An Anniversary Dream! Luxury All-Inclusive with Unforgettable Service 🥂 ​5/5 Stars

  ​This hotel provided the most perfect setting for our anniversary celebration! From the moment we arrived until we left, the experience was flawless. The entire team went above and beyond to make our special occasion feel extra memorable, adding touches that truly showed they cared. ​The overarching feeling of our trip was that we were genuinely looked after. The staff's commitment to service is truly exceptional. Everyone, from the front desk and the diligent cleaning staff to the wonderful restaurant crew and the concierge, was consistently friendly, professional, and always tried to accommodate every request. ​Superior Dining and The Enclave Lounge ​We are often wary of the food quality at all-inclusive hotels, but this resort completely exceeded all expectations. The choices of food and the quality were absolutely outstanding, feeling more like high-end dining than typical resort fare. This did not have the "sub-standard" feeling at all! ​Being members of the Enclave Lounge was an amazing upgrade and added a layer of luxury and personalized service we highly recommend. ​Special Shoutouts ​While every staff member deserves praise, we want to give a special, heartfelt thank you to the following individuals for their incredible warmth and service: ​Yuri ​Elmer Javier ​Axol ​Enrique Kinil ​Marco Betancourt ​Thank you all for making our anniversary trip to Mexico so special and memorable. We cannot wait to book our next stay!

  Dec 20, 2025
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  New Fav Resort Alert !!

  Let me start by just saying, this property is beyond amazing !! I’m not a fan of all inclusive resorts, but I wanted to try this resort for a while now, and im glad i did. First, the employees here are all amazingly friendly, always willing to help, answer questions, and make you feel like home away from home. The beach its just stunning !! Trust me ! Stayed here for 5 nights, i tried all the restaurants and they were all amazing. Portions could be small, but hey, its all inclusive, just ask for more LOL. I booked an ENCLAVE room, and totally worth it. All about location. And the star of the show, Enrique, my concierge. What a gemstone he is. Texting me everyday making sure my stay was as comfortable as possible. Helping me with reservations, making sure everything was running smoothly. The girls the lounge bar, Fernanda and Berenice, both outstanding ! Super friendly, the best drinks of the resort hands down, always smiling and paying attention to details. The entertainment team, was another hit of my stay, loved the bach volleyball activities. I been to many countries, many resorts, and believe me when I say this one is now on my top 5. Thanks Team Hilton Tulum !!

  Dec 19, 2025
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  NO RUNNING WATER!!!!

  NO RUNNING WATER!!! Where do I even begin? Save your money and go elsewhere. The water was shut off for the entire day. Guests were unable to flush toilets, shower, or even wash their hands. We were left sweating, feeling unclean, and unable to shower, which made the situation absolutely horrendous and unacceptable for a resort of this caliber. The workers went above and beyond and did everything they could to help out. People were forced to bathe in the ocean or pools just to feel somewhat clean. While we were told this was due to an outage from the Tulum water supply, this explanation is questionable given that workers were drilling on hotel grounds and multiple trucks were performing major work throughout the day. The lack of transparency and communication only added to the frustration. The rooms at Hilton Tulum are extremely small and appear to have been reduced in size to accommodate more guests. This significantly takes away from the comfort you would expect from a resort that markets itself as a 5-star, all-inclusive property. The food availability is extremely disappointing. I am well-traveled and have stayed at many all-inclusive resorts, and I have never experienced such a poor buffet selection. To make matters worse, Vela Norte, the main buffet, was closed for most of our stay, which is baffling for an all-inclusive resort. This severely limited dining options and caused overcrowding at the few venues that remained open. Additionally, at least one restaurant was closed every single night, further reducing food availability. Room service options were also very limited, reinforcing the impression that the resort is cutting corners or does not have the capacity to support a proper all-inclusive experience. Overall, this resort does not meet the standards of a luxury, 5-star all-inclusive experience. I will not be returning to or recommending this resort.

  Dec 18, 2025
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  Not 5 star but ok

  We checked out today and need to get some things off my chest! Starting with the positives, the hotel has beautiful grounds that are kept and maintained flawlessly. There are some truly stunning morning sunrises, plenty of pools, water sports and activities. Welcome drinks were a nice touch (though unmanned when we arrived) and every single member of the waiting staff were brilliant. They were all incredibly friendly, attentive and helpful. Shout out to Israel and David who were wonderful to us on our first day and beyond. We got upgraded on arrival to a beach view in casa 3 which was a great base for both the main building and the bar/restaurant to the south. It was far enough away from these hubs to have a peaceful night sleep, but We also had 2 pools, a restaurant and beach access right outside our door which were great. Our room was spotless everyday. Much to our confusion there is indeed a car rental service on site, but when we went to enquire the clerk did not speak English, so we didn’t proceed. We didnt bother with taxis after reading about prices and booked day tours instead with hotel pick up. There is an ATM and gym on site which were decent. However I would not give the hotel 5 stars for a few reasons. While there is plenty of food choices from the different restaurants, the food is not brilliant. It is ok. The standouts were the Teppanaki, Auma the steakhouse, and the lunchtime buffets, but the rest was overall tasteless. I also became quite unwell after eating something at the hotel. It wasn’t a holiday-ending illness but it did mean I couldn’t stomach trying the more authentic Mexican cuisine when we did a few day trips outside the hotel which was really disappointing. There are some shops on site which is great for if you forget anything but it comes at a steep price. After I got ill and needed emergency tablets, each pack came at a hefty price of $25USD. 8 pills for $25USD made me feel even more unwell than I already was. Learn from my mistakes and bring all emergency medications (including for food poisoning/norovirus) with you!!! Finally, on our last day the hotel did not have a water supply due to a wider issue which meant they had to do emergency works. Totally not the hotels fault and I understand that these things are beyond their control. However guest services and concierge were of no help whatsoever when we asked for alternative solutions to have a shower ahead of our 9+hour flight back to the U.K. (with no shower facilities anywhere in our airport terminal). We asked if the Conrad next door had its water impacted and they said they could not find out as it was a different hotel. I found this bizarre as they share a premises, staff, and are under the same hotel chain. I saw multiple Conrad guests using Hilton facilities while we were there and there were options to pay to go to Conrad restaurants and the spa. We ended up having to come up with an idea to get cans of drinking water and use those to try and wash ourselves before departure. No one asked at check out how our stay was. It really tainted my experience of the hotel and ended the trip on a really sour note. Because of this, I can only give this hotel 3 stars. If you get a decent deal and are looking for a few days of downtime with drinks on tap then go ahead and book. However It’s definitely not a 5 star Hilton hotel and I’d look elsewhere if food and excellent customer service matter to you.

  Dec 18, 2025