Hilton Cancun, an All-Inclusive Resort

We brought a group of 20 people for an onsite wedding. Wedding was $20k plus cost of rooms. I traveled solo and my cost for 5 days was $2700. Hotel lost reservation and despite me having proof and email confirmation from wedding coordinator they wouldn’t honor and made me pay another $2700 (usd) for a lesser room (not enclave) for two days staff refused to give me a phone number of manager or even their email. If this is how they treat a group that spent $40,000 imagine how they might treat you.

Fernando was our beach side pool server for our entire stay he was absolutely wonderful going above and beyond for us. He even taught me some Spanish he truly made our trip so memorable we cannot thank him enough Thank you so much Fernando for all you amazing service!! Maya and sheila

I had an incredible time with my family at the Hilton resort in Cancun. It was my first time visiting Cancun, and the experience exceeded my expectations. The resort itself is beautiful, the food was excellent, and, most importantly, the people truly made the stay special. I want to give a special shoutout to the team in the food court, especially Raymundo, Juan Posada, Vercelly, and others who went out of their way to make us feel welcomed every day. The activities at the resort were also a major highlight of our trip. Diego, Alejandro and Yodhir, the activities coordinators, did an outstanding job. From Spanish classes and archery to bingo and water aerobics, they created such a fun and inclusive environment. It’s honestly hard to believe it was their first week at this resort! They were naturals and made a lasting impression on all of us. Overall, it was a memorable experience, and I can’t wait to come back!

This was our 3rd visit to Hilton Cancun All Inclusive. You can see my previous review from May, 2023, 5 stars!!!! I would have given more if I could. I encourage you to read the previous review so you can understand my concerns. We went again in April of 2024. Our visit was a 3 star. I didn't write a review in exchange for an apology and VIP service after a meeting with the manager. We booked again because we love the restaurants, they truly have the best food of any resort. Costco pricing was a draw as well. All of that being said, the stay at the resort was a disappointment. At check in, there was a disagreement after being told I didn't want the building I requested because I was wrong. The first day at the pool we we're surprised and incredibly disappointed that there were no longer pool concierge staff that would help us with umbrellas or any needs. Most of the umbrellas didn't have pins and didn't work. We were left to try to open, close and move the umbrellas ourselves. Being older and disabled we're of no regard as there was no one to find to assist us. The activities scheduled at the pool and advertised throughout the resort and on their web app we're inconsistent. Even while announced and advertised, the events simply didn't happen. There were three days where the pool was supposed to be filled with events and none of them happened. No warning, no comment and frankly there seemed to be only one person on the entertainment team who started the music and then left. Also, there was only music for 3 of our seven days. For 2 days we went to what is considered the adult pool even though children are welcome. There was one lifeguard who had us keep our umbrellas closed all day everyday even though the weather conditions had gotten better. I'm all for safety but it just seemed easier to him to keep the umbrellas closed. We did peek at the other pool and they had all umbrellas were open. Regarding the food, our favorite part of the resort. Except for a few servers, the service was basic and uninterested. The food was good, not great and not what we had experienced in the past. Most servers and staff seem uninterested in helping anyone. Walking through the hotel no one even greets you, no one says hello. Considering we were often walking with canes or wheelchairs, I was really quite surprised that no one even made eye contact. I will say, as opposed to my very first review, housekeeping was phenomenal and we had everything we needed. That was an absolute pleasure. The shows seemed geared to children. There were nights in the lobby where there was no activity. Frankly, other than the lobby there is nowhere else to go in evening. The very best part of our vacation were the people we did interact well with and I'd like to list them independently and say a few things about them. #1 the best asset of this resort is Pedro Kinil. He was our pool server two years ago and again this time. He really gets to know his guests and makes sure they are happy. He is amazing! His attention to detail and his true interest in his guests needs to be highlighted. He was the very best part of our trip. He should be an example to all others. #2 Monica in sales helped us with every dinner reservation, pool Cabana and frankly any questions we had. She was absolutely lovely! #3 Ernesto is a wonderful bartender we remember him from 2 years ago and again this time. He's just friendly and accommodating. #4 Celi and Naidelin, the servers in the lobby bar went out or of their way to make sure we were happy. Over 3 years we've seen a decline from 5 plus stars to two generous stars. In the last 15 years we've been to resorts in the Riviera Maya at least 28 times. We have our favorites. We visit them time and time again for very simple reasons and they are, the service and the relationships we make with the staff at the hotel and frankly, the quality of the food and fun. Sadly this hotel no longer fits that bill. Will keep coming to the Riviera Maya, our second home but, not the Hilton Cancun all-inclusive.

David at the pool bar was excellent!!