Hilton Tulum Riviera Maya All-Inclusive Resort

Where to start! I’d paid the hotel directly for interconnecting rooms and extra $600. We arrived after a long travel day from the UK. Checking was smooth staff friendly we get taken to our rooms in Casa 5. We walk into our room to find it damp the floors where wet and there was an awful smell musty and damp smell. The interconnecting door would not open so we called reception who sent a maintenance person he put a strong scented fabric discount the AC unit and said that would help the smell. Whilst he was trying to open the connecting door I noticed black spores or mould around the ends in our daughter’s room. I showed this to him and he said to call reception and get moved. We had to wait for new rooms to be found these where not connecting rooms. We were tired and just wanted to move rooms so we moved the rooms where much better. The next day we went to reception to say the rooms where OK and we would stay despite not having interconnecting rooms. But I wanted a refund - to be told they would add it to the bill and we could charge things to the room if we wish. During our stay we did buy a few toiletries from the shop but no one was willing to charge them to our room so spent the best part of an hour trying to explain we had a credit on the room. Kept getting told to use Apple Pay! When we checked out the refund baffled staff I’ve been told it had been issued however a month later I am still waiting for my refund. I’ve sent emails to be told they will look into this. How hard can it be? We never had an apology for the room changes or the issue with the 1st room. Our stay was pleasant but restaurants were poor for instance the Italian restaurant we ordered our food and the main courses came before the starters or we had to chase for our dishes on other occasions. The steak restaurant ran out of fires one evening !! Luckily the resort wasn’t too busy but not sure the restaurants would cope if it was full capacity. All in all a pleasant stay but not to Hilton’s standards and we wouldn’t visit again. I’m still awaiting a reply and confirmation of my refund how a large chain like Hilton think it’s acceptable to hold onto your money is beyond me.

This hotel is not ALL INCLUSIVE !!!!! Despite their website showing - all inclusive. Now on top of the booze payable this chain added a la carte restaurant payable 49$ per person. Thank you very much for that so called „ all inclusive”

As a Hilton Diamond Member who travels frequently for work, I have had the opportunity to stay at many Hilton properties, and I can honestly say that my experience at the Hilton Tulum Riviera Maya All-Inclusive Resort was exceptional. From the moment we arrived, we were welcomed with warm hospitality, beautiful surroundings, and outstanding service. The resort was beautiful, the rooms were clean and comfortable, the food was delicious, and the overall atmosphere was perfect for relaxing and enjoying our vacation. A special thank-you to Enrique from the Enclave Concierge Service, who went above and beyond to make our stay truly special. Enrique was friendly, professional, attentive, and genuinely cared about making sure we had a wonderful experience. His personalized service really stood out and is exactly the kind of hospitality that makes a stay memorable. The Enclave Concierge Service was exceptional throughout our visit. The attention to detail and personalized care made us feel valued and well taken care of. The team also made my birthday on August 10th incredibly special by surprising me with beautiful balloons and champagne. It was such a thoughtful gesture and made my birthday celebration even more memorable. Having traveled extensively for work and stayed at many hotels, I truly appreciate excellent service when I experience it. The Hilton Tulum Riviera Maya exceeded my expectations, and Enrique and the Enclave team deserve special recognition for their outstanding hospitality. We had an unforgettable stay and would absolutely return. Highly recommended for anyone looking for a beautiful resort, exceptional service, and a truly memorable Hilton experience in Mexico!

I have been going to Hilton’s for 30 years. Never would I ever imagine what I’m about to describe. Our experience at Hilton Tulum Resort was absolutely despicable. The most disturbing incident occurred when I was about to shower and found a DEAD RAT IN MY TOWEL. Finding a dead rodent in a towel I was about to use is disgusting and completely unacceptable for any hotel, especially a Hilton resort. To make matters worse, our 4-year-old daughter witnessed what happened, and my wife has a serious phobia of rodents. The incident was extremely distressing for her and effectively ruined the rest of our trip. What made matters even worse was Hilton’s response afterward. I spent MONTHS trying to reach Guest Services, repeatedly following up and trying to get someone to properly address our experience. Despite all those efforts, I never received meaningful compensation or an apology for that matter. A dead rat in a guest’s towel should result in an immediate and serious response. Instead, I spent months chasing Hilton for basic accountability. Extremely disappointing. We will not be returning to Hilton Tulum and would strongly recommend potential guests think twice before booking.

I wrote a 5-star review of Hilton Cancun All-Inclusive in August 2023 and said I couldn't wait to visit another Hilton all-inclusive. I kept my promise—but this time, Hilton completely let me down. Hilton Tulum still has the same beautiful atmosphere, spacious rooms, and wonderful staff. They remain the biggest reason to stay. Unfortunately, poor management and declining food quality turned what should have been a relaxing vacation into a frustrating one. Poor Management For several days, Vela Norte, the main buffet, was unexpectedly closed for lunch and dinner without any notice. Guests wandered around in the heat trying to figure out where to eat, while many struggled to squeeze onto the shuttle to Vela Sur, located at the opposite end of the resort. A simple notification through the app or a sign at the entrance would have prevented all the confusion. The Hilton app also suddenly stopped allowing guests to make dinner reservations or order room service, forcing everyone to queue at the reservation desk instead. Although the staff handled the situation professionally, this inconvenience should never have happened. Disappointing Food The food quality has dropped dramatically. At La Churrería, where guests are supposed to enjoy unlimited churros and ice cream, my daughter was excited to have some ice cream but was told there wasn't any. The lobby bar repeatedly ran out of French fries. At the café, frappés were still listed on the menu, yet staff explained they could no longer be served because the prepared mixture had been sitting for too long and was no longer drinkable. The à la carte restaurants were equally disappointing. I ordered my salmon medium, but it arrived well done. The catch of the day and the lasagna tasted like reheated frozen meals. As an Asian, I have never seen wontons that looked like chips. Even the basic accompaniments were missing: Sushi and sashimi without wasabi. Pozole without lime. A smoked salmon bagel without capers. These aren't optional extras—they are essential components of the dishes. Executive Chef, are you aware of these issues? The management team clearly needs to review its operations. Ironically, the only unpleasant employee we encountered during both of our stays was the pool supervisor, David, whose lack of empathy and professionalism only reinforced our disappointment. Sadly, this will be our LAST Hilton all-inclusive vacation.