General Policies & Fine Print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
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.
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 Rating381 reviews
Excellent Resort Experience
Excellent resort in so many ways… the staff /service was amazing as was the endless options of food - four themed restaurants to book your evening meals. Breakfast selections were the best I e had. My room was clean. Pools and the fitness center/classes offered were amazing. I can’t wait to book again. Hilton at its best!
Sick from food or water here - very disappointing
Family vacation 5/23-5/29/23. Despite being careful, myself, husband and teen daughter all became very ill with stomach pains and diarrhea middle of the night on day 3 of our 6 night stay at Hilton Riviera Maya Tulum all inclusive. We returned home last night with symptoms still. We did not eat or drink anything outside of the resort - we exclusively ate all our meals there. We drank the bottled water provided and had other non-bottled beverages containing water and ice from the hotel. Due to our illness, we couldn't participate in activities our last 2-3 days of vacation. The property itself and pools are beautiful, and the staff working for your tips are friendly and attentive as long as you are tipping (although front desk female with glasses was rude as we checked in and seemed irritated we could not understand her poor English through her thick accent.) You really can't swim much on the beach here as it is rocky and tough to walk in the ocean due to the rocky and rough terrain once in the water. Lots of stinky seaweed accumulates on the shore May-Oct. Also know that the sun intensity is very high and you burn very quickly (we are used to this from home) and severely. Observed many bad sunburns and sustained the same myself despite already having somewhat darker pigmentation and applying lots of sunscreen. Don't plan on taking a nap unless you are a heavy sleeper! The carts and luggage rolling by in the hallway outside is VERY loud and constant. This is because of the decorative rocks in the tile - they clearly did not realize how noisy it would be for everyone inside their rooms every time something rolls over it. We had large and tiny ants in our room. Saw black mold spots in the shower - not easy to keep away with the humidity I suppose but should still be removed. Bird poop on our back balcony, on beach chairs, ground. Probably also hard to keep clean but we did see it quite a bit. Bed sheets were not changed despite asking the maid directly for new sheets 3 days into our stay. I also left the card on the pillow to indicate changing sheets is requested. The sheets become sour smelling with the humidity. I also developed a sore throat from the air conditioner in the room. We visited Tulum for a quick ruins tour and drive was about 25 mins away in our own rental car. We did not stay long as we weren't sure how safe the food was to eat (this was before we got ill from resort food) but we drove through the long dirt road which I believe is one way in and one way out for several miles. It was underwhelming and glancing at menus off the street, saw prices of restaurants and goods at shops are very marked up due to tourism. Lots of locals trying to earn a living aggressively flagging you down to park in their area for a fee and buy their tours, etc. There is really no other parking in the area- they control the access as well as the beach access. Mexico beach is all public BUT it comes down to what you can access i.e. parking so they charge. Infrastructure isn't in place yet for roads etc. as the area is growing so quickly. Read the water may not be the best in Tulum area because of the vast and quick growth. Also read the many reports of tourists being watched from afar and robbed in the area - near the Cheduari store and Starbucks in Tulum. Victim shaming happens, people don't talk about it, and police don't seem to do much is what's been reported. Finally, at the breakfast buffet our last morning before check out, the staff learned we weren't able to eat more than yogurt (we felt we got another dose the night before of whatever made us ill and didn't want to eat anything else!) The manager at the buffet approached us and said he wanted to join us at the Front Desk when we checked out to make sure there was awareness of our illness and see if there is something they could do for us. He promised to meet us at the front desk in 30 minutes and we waited for him, but he never showed up so we checked out. When asked how our stay was, we did mention to the front desk guy that we were ill from eating something. I regret paying such a high cost to stay here with the notion that a Hilton property of this calibur would mitigate food illness that we all know abounds when traveling to Mexico from other countries. We decided as sick as we got, it's not worth it to return. We have visited Los Cabos without illness, and I read reviews for this Hilton prior to our trip and didn't come across ones where folks got sick but since we all became very ill and it very much is indicative as being from the food at the resort, I wanted people to know it is absolutely possible here. Also wanted to be honest about the negatives experienced as I know many read reviews to know what they may be.
50th Birthday Girls Trip
Fantastic experience all around! Wonderful accommodations, amazing location on the ocean, multiple pools that were never overcrowded and the views were incredible. Staff were all incredibly kind and helpful. Our personal concierge, Cesar Rodriguez, made sure we had dinner reservations arranged in advance of a group of 1200 guests arriving for 3 days over our stay in addition to giving us assistance with everything from arranging a day of exploring in Tulum to setting up a dinner for my best friend and I at Rosa Negra (an absolutely gorgeous/spectacular restaurant) for her 50th birthday. Anything we needed, he was there to help! We also spent several days at Cocomar, the outdoor lounge where Alejandra Mejia was so attentive and kind. She remembered my friend's dietary restrictions after the very first day. She was a delight to chat with and made sure we had anything we needed! If you are looking for an all inclusive that is calmer than the party scene of Playa Del Carmen, this is your hotel!
The Enclave and Kids Club team made our visit an exceptional experience.
Just wrapped up our second year visiting Hilton Tulum Riviera Maya All-Inclusive. It was great, if not better than last year. Every person we interacted with was very warm and welcoming. This year we selected the Enclave experience which granted us exclusive access to additional areas of the resort as well as exclusive access to two butlers, Cesar and Alex. They both did an exceptional job and made our stay very easy and relaxing. They assisted with making dinner reservations, answering any questions we had, keeping me updated on my child’s status while at Kids Club, and making sure our experiences in and outside the resort were exceptional all while being just a text away. Also, many thanks to Sabina, Kevin, Yaros, Denisse, Melany, Alan, Franco and Abril. Thanks to them, my child wanted to stay at Kids Club all day, every day. Each day had a different theme and many different activities to participate in. This left no time for boredom. They were all so sweet and kind to my entire family. They are truly a great group who made my child feel so special. We hope to return for a third time soon!
This hotel was amazing! We stayed in the Enclave and Justin and Omar were incredible! They made sure we were taken care of every single day during our stay...from making dinner reservations, activities to do, and was available to answer all of my questions with quick responses. Our room was chic and modern and super clean. I will definitely be back to visit this resort! Thanks again Justin and Omar!