TripAdvisor Traveler Rating

OMG!!!! What an amazing and relaxing experience for my birthday at the Hilton Cancun, an All-Inclusive Resort. The customer service experience was amazing. The resort was beautiful with fun daily events. The rooms were clean, pillows/bed comfortable, and the fridge was filled with plenty of drinks. The resort team truly made me feel special on my birthday. I have a gluten and peanut allergy. The team worked together to make sure all of my foods were gluten free and I didn’t get sick. It was an amazing experience. I met so many of the resort team members and welcome host. A special thanks to the following for the amazing restaurants , chefs, customer service and good food: Abilene, Pedro, Luis, Alexis, Marlene, Nicole, Major, Lina, Alajencho, Arabella, Eric, Karen, Carolyna, and Jose, to name a few! Each shift at every restaurant was so warm and attentive. Karen, our bar server, even surprised us with birthday shots at midnight. It’s a 5 star resort!

I had an amazing stay at Hilton Cancun Resort! The resort itself was beautiful and provided the perfect relaxing atmosphere. It was my best friend's birthday, and the staff went above and beyond to make the day truly special. From breakfast to lunch and dinner, every meal was filled with birthday wishes. When we returned to our room, they had wine and cupcakes with "Happy Birthday" waiting, this was such a thoughtful touch! The staff took extra care with her gluten and peanut allergies, ensuring all meals were safe and accommodating her needs without compromising on taste or quality. Special thanks to the incredible servers who made our experience memorable: Abilene, Pedro, Luis, Alexis, Marlene, Nicole, Major, Lina, Alajencho, Arabella, Eric, Karen, Carolyna, and Jose, to name a few! Each shift at every restaurant was so warm and attentive. Karen, our bar server, even surprised us with birthday shots at midnight. Thank you to everyone who made this celebration unforgettable! Highly recommend Hilton Cancun Resort for anyone looking for a beautiful getaway with top-notch service and a personal touch. We can't wait to come back!

The greatest dietary restrictions vacation I've ever taken. OK PEOPLE LISTEN. I've been to Cancun a LOT, and I've recently been to several luxury resorts elsewhere (Secrets and Sandals) and this resort is an incredible steal!!! SO clean. Luxurious. VERY GOOD FOOD. Excellent service. I am Dairy and Gluten Free and I was SO taken care of. For people with dietary restrictions/needs: STAY HERE! They have an intricate way of keeping track of guests with needs and making sure they're provided for. You do need to share your needs as soon as you get there(like with Xenia at the hostess stand!), and if its not offered, asked to speak to the chef. They have a managing chef on duty at all times that wants to take care of you. (Chef Rodolfo is the greatest! He got my future meals set up with a special dessert made just for me). The Buffets are expansive. They have things for everyone--a vegan bar, lots of GF bread options. My only thing is make sure you talk to someone about what is available to you, because some of the signage is unclear. The chef will walk you through whats available for you at each meal, AND you can ask for something made special. Maria del Carmen is my fave employee here--she made me DF GF breakfast every day-- crepes, waffles, pancakes, and french toast! YUM! Things we didn't love: None of the hot tubs were on! The pool staff said they were all broken, but it was quite the bummer when there were tropical storms and we still wanted to be out by the pool on the gloomy days! The pool chairs in front of the cabanas are also part of the cabana package, so don't try to reserve them--you'll get kicked out. It wasn't super clear. You cannot get an Uber to pick you up from the Hilton(they wont allow them in), so you have to pay $65 for a 15 minute taxi ride back to the airport--quite the bummer--BUT the rest of the stay was such a good deal, we didn't care!

We wanted to take advantage of some flexible time during our kids school holiday and were seeking to repeat an all-inclusive trip we had done a few years back in the Dominican Republic. We had stayed at the Hyatt Ziva there and was a great time, and thought about looking to explore their sister resort in Cancun. But while searching, I had found great reviews for the Hilton and since I am a Diamond member thought it would be something to look into. I was able to book kids stay free nights (I booked them across the 2 rooms with my parents) with 3 day cancellation period. With the uncertainty of the weather these days, this was amazing rate with such close cancellation policy. Even before we arrived, Monica Aguillar was e-mailing me and helping to setup our trip, including birthday celebrations for our soon to be 14 year old son. The airport transportation is not managed by the hotel, but by a 3rd party service. I would prefer if they did it directly, but for us it worked out fine. The property is about 10 minute drive off the main road through some wetlands. The hotel is very new and nice, and even as you enter through the main lobby you feel someplace special. We met our host Dulce Castro who has the biggest smile in the world and instantly becomes your friend. She did a great job looking out for us. We were given welcome drinks and usually formalities, but one interesting aspect is that everyone gets a permanent waterproof wristband that also acts as a room key -- so if you are a big group the logistics of getting into each others rooms requires a bit more planning. Thankfully with my status we got upgraded to a connecting sea view 1-bedroom suite which was super way to have our family with 2 boys and their grandparents close by. Rooms were very spacious and nice, and the amenities were also quite nice -- the mini bars were always stocked for a casual beer or mango juice for the kids. From the room to the pool/beach was just minutes and you can sit in front of the pool overlooking the sea if you want to keep eyes on the kids. The sand was a beautiful white, and our kids enjoyed playing there. Pools are nice, but generally shallow and geared to relaxing and not sport swimming. There were jacuzzis there, but were not operating at this time. The food was good and fits within the price range of the hotel. Breakfasts and lunches were always easy to find something to eat (in some cases too much). In some cases the sit down meals were a bit more hit or miss. Our best dinner was at the grill restaurant -- the tuna was excellent. We didn't do huge amount activities over the 3 days. I did pilates with Suzi one morning (she is the real deal) and the gym is very good. Overall, I think the staff here was really great across the board. A special shout out to Bernardo was with us almost every morning and took extra special care of us. It was a short and sweet trip -- 3 night was nice, but a 4th day might have been helpful to get into the groove. I would recommend to families looking for good value property, with high quality facilities, and a great staff. If you are looking for high end resort, this might leave you underwhelmed.

Sofia at the front desk made our stay truly memorable! From the moment we arrived, she went above and beyond to make sure my family and I were taken care of. Her warm welcome, professionalism, and kindness set the perfect tone for our visit. She was incredibly polite and attentive, answering all our questions and helping us feel right at home. It’s rare to find someone so dedicated to providing outstanding service, and Sofia exceeded all our expectations. Thank you, Sofia, for making our stay exceptional!