Hilton Tulum Riviera Maya All-Inclusive Resort

Honest review: The place is beautiful, food is excellent and the best service staff we have ever seen. However, if you are coming for the beach you should book elsewhere, it’s a very small area and you can’t walk more than waist deep before you get to the rock wall. The pools are very cold but they have hot tubs 🤷🏼‍♀️. The rooms are very clean and modern but the beds are hard. They need to work on customer service for guests who were already here prior to a large conference arriving. All buffets were closed last night leaving only restaurants, if you could find one that let you in without a reservation. Had we known we would have booked one, we had left the last night without a reservation hoping to check out the supper buffet once. The check out policy is brutal for anyone with a later flight!! When you check out at noon they remove your bracelet and you are no longer allowed any food or drinks, that is ridiculous. We packed up the room and we’re going to head to lunch to burn off the 2.5 hrs we have to wait for our shuttle. I have travelled extensively over the last 30 years and have never come across this. We most definitely won’t be back. The resort has a 2-level club feel, the “regular” class and the “enclave or conference class”. Not all inclusive at all. We will not be back!!

From the moment you walk into the lobby you're met with an ocean breeze and a view that settles your soul. We had the most amazing time at the Hilton Tulum. Comfortable rooms with amazing sunrise views, outstanding service with a sincere desire to make your stay as perfect as possible, and excellent food and drinks. Each restaurant has it's own distinctive style and the food was truly delicious. I couldn't even begin to pick a favourite. The buffets at both Vela Sur and Vela Norte had an amazing variety of dishes and I think even the pickiest of eaters could find something to enjoy. The gym is well equipped, the grounds and pools meticulously maintained. While we weren't travelling with children, there appeared to be plenty to keep them entertained. We can't wait to be back.

We recently stayed at Hilton Tulum Riviera Maya and unfortunately had a mixed experience. Shortly after arriving, both my wife and I became unwell with significant gastrointestinal illness, which impacted the first part of our stay. While we understand that these situations can occur when traveling, what ultimately shapes the experience is how a property responds. We reported the incident and later met with the Guest Experience team. While the staff were polite and professional, the response felt largely focused on managing the situation (medical advice and food adjustments) rather than acknowledging the impact on our overall stay. With a limited number of days at the resort, losing a meaningful portion of the trip was disappointing, and we felt the service recovery did not reflect that. The resort itself is large, visually impressive, and offers a wide range of dining options. However, the experience felt more operational than personalized, and this situation highlighted a gap in guest care compared to what we would expect at this level. Overall, a nice property in many respects, but one where service recovery and guest experience could be significantly improved.

Resort is clean and beautiful. Beach is nice and pools are great. But have had some hiccups with activities available for our teens and small inconsistencies of service. Our teppanyaki experience was soured due to a chef that was actively upset that we had food restrictions and refused to talk to our group while fully engaging the group across from us. Seemed odd due to the general friendliness of the staff but was enough that my father in law (generally the most happy go lucky man I know) complained to the manager. But on a positive note, Omar (server at the Maxal Chop House) was AMAZING and took our girls food allergies very seriously. We felt very well taken care of with him at our table and dined there twice. Andy at the buffet was also a standout for her friendly greeting every morning and remembering our food sensitivities. Lastly, Jesus on the activities team was an absolute pleasure to engage with and made us all feel welcome and gave us a great time. The all inclusive paddles boards, kayaks, and snorkel gear were very welcomed and I highly encourage anyone to take the time to use these. The bay is perfect for us fairly landlocked tourists to still enjoy independently while feeling confident. All in all, a great place to relax and stay.

Had a 2 great experiences with Omar at Maxal Chop House restaurant. We had a couple people in our party with food allergies and Omar was very attentive to ensure everyone was able to eat safely each time we went. We would gladly have him as our server again.