Hilton Cancun, an All-Inclusive Resort

We have been many times to this property and have told everyone we know how amazing is. Well… things have changed mightily. We will be filing a lawsuit against both the property and Hilton for negligence. We had multiple family members injured in the pool because of the thousands of broken and chipped tiles. Some of the cuts were so deep that they became infected. Both Hilton corporate and the property itself have done nothing but deflect and avoid any conversations. Food still decent although reservations have become impossible. Pool staff friendly but the property is in rough shape. AC was broken in half the resort (August in Mexico) hot tubs all broken and not fixed for the entire week. Mini bar never got filled until we called twice to complain. Memo at the pool was a highlight for our large group. Front desk and Felix are in the wrong business and extremely slow to respond. Felix (GM) was nowhere to be found even when requested for a week. We will be submitting all the documentation including but photos, staff interactions and written correspondence. I encourage anyone with similar experience to also file claims. We added some photos of broken tiles but we are saving the more blatant photos for future actions.

Angelica thank you for the drinks 🍹

Amazing experience from the moment we arrived until the last hour of our stay. This is a beautiful property away from the hotel district, in a very secure part of Cancun. You will feel very safe staying at this location. Raphael greeted us with a wonderful welcome at the front desk. Julian the bellman greeted us warmly, and held our bags after check out until we were ready to leave. Yoda provided amazing fun at the pool, Miguel taught me how to make “ magic” bracelets, and entertainment was better than expected. Angelica, Saul, Laurecino, Gabriel & Luce we’re all part of the amazing service team, providing fantastic drinks, food, and exceptional service. The room was cleaned and fridge restocked every day. Finally, William in the Fitness room provided amazing classes and experiences. They’re honestly too many names to mention because everyone we came across provided exceptional service. The restaurants and buffet were all fabulous. They kept the property super clean, the pool was crystal clear and was well stocked with big towels. The experience was well worth the price and I definitely recommend to anyone and everyone!

My sister and I had an amazing time! The staff were all very friendly, polite and helpful. They take great care of the guests and make you feel like you’re at home. We especially appreciated our room attendant Yanira, she went above and beyond every day! I definitely recommend!

Our housekeeper Yanira was amazing! So sweet and made sure we never ran out of supplies in our room. Always so spotless! <3 The whole staff in the hotel was very pleasant and friendly as well!